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Hold Time for Assistance
cmartin1973
Member

I have been on hold for an hour and was trying to use the chat feature. All I need is to update my security patch for my phone so it is compliance with my work requirements. I finally got a hold of someone after 40 mins who placed me on hold again because I need to speak to someone is technical support which is the option I chose to begin with.

Re: Hold Time for Assistance
Ann154
Expert
Expert

@cmartin1973 wrote:

I have been on hold for an hour and was trying to use the chat feature. All I need is to update my security patch for my phone so it is compliance with my work requirements. I finally got a hold of someone after 40 mins who placed me on hold again because I need to speak to someone is technical support which is the option I chose to begin with.


Is there a reason why you need to speak to someone about an update that is normally pushed through the data connection to your phone? Have you verified your phone has the update available to it? Which phone model do you have? You can look at the link to find your phone model and see if there is an update available. 

 

https://www.verizonwireless.com/support/software-updates/

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Hold Time for Assistance
lynic
Member

This is common for Verizon. I have had the same thing happen many times. 

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Re: Hold Time for Assistance
coltswalker
Member

Phone hold time for support here, 29 minutes then the representative, Shannon, dropped the call.

Chat With Us text support button does nothing.

 

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Re: Hold Time for Assistance
Tigerstep
Sr. Member

Unless your problem is one that gets resolved on the basic level of turning off and on or billing related, Care isn't going to be able to do much because that's not their job. It routes there first for what's considered tier 1 or basic troubleshooting. They have absolutely no way to get any updates sent your way. As Ann mentioned, that kinda stuff would be automated.

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Re: Hold Time for Assistance
vzw_customer_support
Customer Support

So sorry to hear about the issues with getting assistance with your concern, cmartin1973. That's not the expereience we want for you and I want to make sure that you get the help you need. Did your concern ultimately get addressed? If not, please let us know the make/model of your phone. 

RyanM_VZW

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