Problems with email after signing up for 'keep my email'
Norahsnet
Enthusiast - Level 1

I am really frustrated and need some assistance.  At the end of August I signed up with keepmyemail.com in order to allow all of my family members to keep their email address. A few days later I canceled the remainder of my Verizon services, and at that time confirmed that everything was all set with respect to keeping our email addresses.  About one week later all of our email addresses were "suspended" and being bounced back to the sender.  I could not send or receive emails.  

 

I spent numerous hours (at least 10) on the telephone trying to get a resolution.  I was transferred from one dept to another.  Bounced back and forth between tech support and the "keep my domain" dept.  Each person told me something different.  I was given all kinds of crazy excuses, from being told everything was set up correctly to I never signed up to keep my emails. I was told that only the people in "keep my domain" could fix it, but they told me only Verizon could fix it.   I finally got some it resolved on September 17th and all of the emails began working again.  Unfortunately, I was not able to get any info on what was done to fix the problem, nor was I able to get any info on what emails had been rejected.  The resolution was short-lived.  At the end of September all of our emails again stopped working.  When I tried to log on I was told "invalid username or password"  This time the bounce back message said the email had been "temporarily disabled".  I went through the same process again and again.  One person I spoke to promised me that he figured out the issue, but the person who could fix it was already gone for the day.  I was promised a return call the next morning - no surprise the call never came.  Some of the customer service folks were very nice, but not helpful - some were worthless.  One person even told me "there is no way to keep your verizon email address beyond 30 days" - he had no idea what he was talking about.

I have done everything that has been suggested -  spoke to tech support; spoke to disconnect team; spot to elite team; asked for supervisors (which everytime resulted in me getting disconnected); spoke to keep my domain support; tried online "fix my email", etc..  This has been an ABSOLUTE NIGHTMARE!

 

My family members and I have used our myname@verizon.net addresses for many years and in too many places to count.   What do I need to do to get this resolved.  Who can I contact via phone or email to get this resolved?

54 Replies
mirywi
Enthusiast - Level 1

I'm having the same problem as everybody else here. I paid the annual fee to keep the email address. My phone number ported over to the new provider and my email account was suspended. I called 8008374966 as directed and was referred to {edited for privacy} which isn't a number for live customer service. How do I get my email address back. I tried to do everything right.

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LawrenceC
Moderator Emeritus

Hi mirywi,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

kvxmathew
Enthusiast - Level 2

am i ever going to get escalted like this page or am i going to wait indefinely for nothing.

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kvxmathew
Enthusiast - Level 2

Thank you resolving the problem. I give you a lot of credit. thank you.

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bazooka45
Newbie

I'm happy you subscribers can relate to my fustration as well. I currently have the same similar issues for the last three weeks and I still have the problem.

Again for the 3rd week I’m unable to have full access to my account. Last week I called your tech to generate a temporary Id code and there was an issue generating the temporary ID code pin. I was suppose to receive a phone call within 3 working days, which I never did. It’s been over a week now with no response. I just called your tech with no luck….

I’ll I want to do is retain my @verizon.net email address(es) and order web hosting at the www.keepmyemail.com site. Which I can’t due to limited access level. I already had two tech share computer which they also confirmed an issue. Message: “User account is not eligible to complete order”

I’m so frustrated, I can’t understand why after 3 weeks and over 2 hrs. over the phone why I still don’t have full access to submit an order. I’ll I hear is I apologize….

I have generated so many trouble tickets within the last two weeks it’s ridicules.

web site trouble ticket is {edited for privacy}

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LawrenceC
Moderator Emeritus

Hi bazooka45,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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ElizabethS
Moderator Emeritus

Hello mirwyi

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

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mirywi
Enthusiast - Level 1
Private message me please, the phone isn't yet ported and the email is dead.
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LawrenceC
Moderator Emeritus

Hi mirywi,

We have forwarded your request to the team.

mirywi
Enthusiast - Level 1
When will I hear from somebody?
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ElizabethS
Moderator Emeritus

It can take two business days.

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mirywi
Enthusiast - Level 1

still no outreach from the team. any chance i can get some followup?

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ElizabethS
Moderator Emeritus

Thank you for that note, mirywi. We will contact them again.

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coffin
Newbie

I paid for the verizon my domain (keep email) and did it all before closing out verizon fios.  now moved to florida and can not access email.  it says the account is suspended.  I even have an order number:

Order Info
 
Order number: {edited for privacy}
Order date: Oct 10, 2014
 
 
 I have spoken to 4 different verizon people......none so far can help.  I see on here others have the same problem.  Why cant verizon fix the problems and provide support on the phone for verizon my domain customers. 
 
thanks, {edited for privacy}
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LawrenceC
Moderator Emeritus

Hi coffin,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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ZRose1
Newbie

I signed up for Keep My Email, and after i moved from my residennce that had Verizon, and I no longer have verizon high speed, i am not able to receive or send emails on my cell phone, or my outlook

I am however able to send and receive emails through webmail.

I have had several different Verizon tech support spend a combined OVER 10 hours trying to resolve this issue with no success.

I am getting an ERROR message that can't connect to the server, we have changed setting server MANY MANY times, and still NO resolution.

I am able to get my OTHER EMAIL ADDRESSES on my iphone and on my outlook -- that are gmail and YAHOO accounts

that are working without any problems.

UNFORTUNATELY my verizon email gets all my work emails, so I NEED THIS RESOLVED ASAP

I have not been able to get on OUTLOOK or my cell phone with my californiarose emails!

PLEASE CONTACT ME ASAP as I NEED TO be able to get my emails on my iphone and on MY OUTLOOK (as this is the only way I send and receive all my work emails)

THANK YOU

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Verizon_Support
Customer Service Rep

My team is available to help you right here and now

Would you mind clicking this link so we can get your account details and start checking on this issue for you?

https://collaborateext.verizon.com/aims/aims/SocialMediaSupport.jsp?ID=CaliforniaRoseForums

~Jess

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LawrenceC
Moderator Emeritus

Hi ZRose,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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BMG4ME1
Enthusiast - Level 3

I have a similar issue, my username@verizon.net was deleted and there seems to be no way to reactivate it

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Alsgirl2002
Newbie
I am having this same exact problem. I called verizon yesterday and after 45 minutes on the phone I was connected to a service agent that had a bad headset. The call kept cutting out, although I had spoken to two other people with no problems. Rather than consider the problem was with her phone, she simply hung up. I hope I can get a response to my issue with this thread.
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