Problems with email after signing up for 'keep my email'

[Norahsnet]

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?

[KaLin]

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top 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. Please keep all correspondence regarding your issue in the private support portal.

[Verizon_Support]

Norahsnet,

       We are now showing that you should have access to the emails set up with My Domain, and as such we are now closing your Private Support Case. If you still require assistance please make a new post and we will be happy to help in every way we can.

-Adam_VZ

[Miriam22]

I am currently going through the exact same issue.  Been on the phone with Verizon for 5 hours - being bounced back and forth between Tech Support, Verizon Core, Sales, Email and so on.  i suspect this will go on for many more hours. 

It just isn't worth going through this hassle.  It's faster to just notify all your contacts to start contacting you on a Gmail address. This way if you ever change service again, or move, you never have to go through this again.

This is insane.  

I purchased my domain name two weeks before my move.  Received receipts and was told all is well.  Once I moved they suspended my account.  I can log in to the account but when I try to get to the emails I get an error message "Your account has been suspended contract tech support".  

Tech Support couldn't help me and after being on the phone with him for an hour he disconnected me.  I was talking to ID {edited for privacy} - this was after he promised if we got disconnected he'd call me back.  He never did. 

Verizon service truly sucks. 

[KaLin]

Miriam2,

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top 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. you will find a link to the private board where you and the agent may exchange information.

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".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. Please keep all correspondence regarding your issue in the private support portal.

[ctcpac]

I am having the exact same problem. I signed up to keep my email on Verizon my domain  knowing

that Verizon does not have internet or landline service in the area that we moved to.  We

were assured both by Verizon and my domain  on a 3 way call that the email  would still be active after inactivating

the landline/internet.  Less than an hour after getting off the phone on that 3 way call, my email and my husband's

email were not active. We both spoke to numerous customer service representatives and got transferred at least

10 times back and forth from Verizon and my domain and of course no one knew anything or how to fix it and only

knew how to transfer to someone else.  They made the error very easily, is it that difficult to correct it?  I have never

experienced this level of incompetence in my life!!!!  

[LawrenceC]

Hi ctcpac,

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.

[Verizon_Support]

Hello ctcpac,

Unfortunately due to non response we will close out the private message. If you still need help with your emails and My Domain or ever need help with anything else, let us know in a new public post.

Thank you,
-Jeramy

[Verizon_Support]

Miriam2,

       We haven't heard from you in your Private Support Case and will not be able to assist without more information. As such we have closed said Private Support Case. If you still require assistance or have any additional questions please make a new post and we will be happy to assist.

-Adam_VZ

[Verizon_Support]

Miriam2,

       We haven't heard from you in your Private Support Case and will not be able to assist without more information. As such we have closed said Private Support Case. If you still require assistance or have any additional questions please make a new post and we will be happy to assist.

-Adam_VZ

[MJCOZ]

I am going through the same issue and after hours of talking to everyone at Verizon I am not making any progress.  I have emails that state that I signed up correctly for keeping my family emails.  I have been transferred to every department and assured this would be repaired.  I was disconnected and sent to recordings that hang me up with no option to go elsewhere.   My finances are tied to this email account and the college financing notifications are sent there.   This could be  very damaging if I can't get it fixed.     I changed from Verizon but wasn't upset with them til this.   I desperately need our emails returned as soon as possible so I don't miss payments or notifications I need to address.

[ElizabethS]

Hello MJCOZ

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 in the middle, right at the top 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.

[rsek64]

I'm having the same problem and getting really frustrated.  I was given a phone number by the "your domain service" support team and I was told that I needed to contact another number.  I called that number and got an automated message that referred me to repairmyemail.com.  That didn't help.  I need help!!!

[LawrenceC]

Hi rsek64,

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.

[Verizon_Support]

MJCOZ,

We have closed your private support thread out due to you no longer responding. We hope you were able to get your issue taken care of through another avenue. We did successfully enable the email accounts. You next had an issue with the password. We hope you were able to get this taken care of. Feel free to make a new post anytime you need our help. 

- Jose_VZ

[trayc1]

I am also having problems. I signed up for Keep My Email at the end of August, 2013. I cancelled my FiOS service and everything was been fine, til a month or so ago. My entire Inbox was deleted. I lost over 100 emails. I called Verizon, was transferred several times, given several other numbers to call, etc. It seems because I no longer have active Verizon service no-one can help me. I was told to contact My Domain, they referred me back to Verizon email support. After losing several hours of my life, I gave up. Well, it happened again this weekend. I lost my entire inbox again. Everything prior to noon on 4/19/14 is gone.  As you can imagine, some of these emails are/were VERY important. I should not have to save every email to another folder for fear of them being deleted! Can someone PLEASE help!

Trayc

[FLtoMO]

I have read the previous messages re: problems with email after signing up for "keep my email"  and am having very similar issues.  I can't seem to get the proper assistance by calling verizon and am hoping that by posting this, I can get resolution to my problem:

I was a long-time verizon customer in Florida and was moving to Missouri (no verizon service).  I wanted to keep my verizon emails for some period of time and after doing some research found out I could go to keepmyemail.com & pay $20 to keep my verizon emails for a year.  I was told by verizon to do that in advance of disconnecting my service which I did on 12-5-13.  I requested disconnect on 12-18-13.  Unfortunately, once my service was disconnected, I lost access to my verizon email addresses & immediately called verizon.  Here's where my huge frustration factor actually began:  I confirmed with verizon's your domain support that my "keep my email" account was good - they told me that they weren't really verizon & that I would need Tech Spt to re-establish my email addresses.  After being transferred around abit, I got to the correct Tech Spt but they couldn't see any info or do any work for me because my account was closed.  The work-around was to re-activate service & then call back the next day, ask them to re-establish my email addresses & then close the recently re-activated account.  I followed those instructions, got my emails back up on 12-19-13 but when I called to close that new account, my emails were lost again on 12-23-13.  Back to the same frustrating phone calls, holds, transfers, explaining my situation many, many times.  I got my emails re-established on 12-24-13 with the second re-activation & am now calling back to get my account disconnected.  The verizon your domain support folks can see my account info & tell me it's all good.  The other verizon folks are having trouble with what steps need to be taken to ensure I don't lose my email addresses again.  I also don't want to pay for the extra charges associated with the two additional re-activations and couple of days of service for each of them.  I'm hoping this current phone call today (12-31-13) to disconnect the second re-activation but keep my email addresses takes care of the problem (typing this while I'm on hold); the person who's helping me now seems to understand the issue!

I'm writing this to let verizon know what a mess this is ... and so maybe other customers won't have the same problems!

[FLtoMO]

I had great hopes when I posted yesterday  - I was on hold trying to get my issue resolved and had a very professional individual who appeared to understand the issue and that my account needed to have the "Broadband Essentials and Extras" before being disconnected to ensure my email were maintained - but for a third time, my emails were lost when she disconnected my account.  I can no longer call back and request assistance - every time the solution has been to re-activate service since the Tech Spt folks can't fix this issue when there is no account for them to "see" - while the Your Domain Support folks tell me that "all is good" and my account is up.  Please have a Verizon Agent contact me as soon as possible.

This has cost me so much time on the phone ... time away from work ... email addresses that I paid to have for the additional year per Verizon's instruction.  I've spoken to numerous Verizon customer service representatives who don't know which department should be taking care of this - some who are polite & professional and others who abruptly put me on hold and/or transfer me when I request a supervisor. 

[ElizabethS]

Hello FLtoMO

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 in the middle, right at the top 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.

[FLtoMO]

I did get contacted by Verizon in response to my post & had a live chat where I provided all the specific information they needed.  They indicated that they would take my case for action & I do now have access to my email addresses.  Unfortunately, I also have several bills for the two 're-activation' accounts that I was required to set up when I was trying to correct this problem by calling in. I no longer desire to call & try to get anything corrected - I would like someone to contact me again & resolve the bills that have been sent to me; one is for $66.25; the other is for $114.90.  I was told that there would be no actual charges due for the accounts that had to be re-set up.  Thank you.

[KaLin]

We have reopened your private support case.  Please follow the instructions above to access your case and interact with the support agents.

[Verizon_Support]

Hello FLtoMO,

Unfortunately due to non response we will close the private thread. If you still need help with your Keep My Email or ever need anything else, please let us know in a new public thread.

Thank you,
-Jeramy