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
SJM171
Newbie

I have the exact same problem with my sub accounts.

I have received ZERO help after several times on the phone with Verizon support and the tech number thye gave me for keep my email goes nowhere.

I have sent my information by email to Billing@domains etc  and I hope that this entry may provoke a response.

These email sub-accounts are critically important so I hop to receive a prompt response here.

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LawrenceC
Moderator Emeritus

Hi SJM17,

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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SJM171
Newbie

UPDATE for anyone reading this thread

  I spent TWO HOURS + in a text session with a "specialist" yesterday and accomplished exactly NOTHING.

  NO they cannot activate my two sub accounts.

  YES I am SURE my confirmation letter says all sub accounts are included

   NO they cannot cancel my order

  and most infuriating of all  NO THEY CANNOT CANCEL AUTOMATIC RENEWAL. THEY SUGGEST THAT I CANCEL THE CREDIT CARD I USED TO PAY THEM.  Can they be serious??  I must cancel a card because they are incompetent scammers?  NOT **bleep** LIKELY. 

   My next step is Corporate which, in NY is at 140 West Street in Manhattan.  Also the Attorney General's Consumer Frauds Division.  I suggest you all do the same in your respective states.

This entire "keepmyemail.com" is the worst sort of fraudulent scam.

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DavidWilson2
Newbie

I'm having the exact same problem. I need to disconnect my service tomorrow (8/8) because we are moving. I signed up for Verizon My Domain last Tuesday (9 days ago). The charge appeared on my credit card the next day, but the order has been pending ever since and has not gone through. I have spent hours on the phone with Verizon reps trying to get it resolved. I have to explain the situation again and again and again, taking time off during my work day. Nobody can figure out what the problem is. I get transferred to different departments, and several times have been cut off in the process. I am afraid my whole family will lose access to all of its email accounts, which is a serious problem.

I thought I had initiated the order well in advance of the move, but it looks like it is "stuck" in the system forever.

Can someone from Verizon please help me??

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ElizabethS
Moderator Emeritus

Hello DavidWilson

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.

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Verizon_Support
Customer Service Rep

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thanks,
Marcial

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SJM171
Newbie

NO RESPONSE to the email and NO RESPONSE here.

This is an unacceptable situation.  I can't even find out where to cancel this service.

My next steps are to cancel the credit card payment and refer the matter to the Attorney General's office of Consumer Protection.

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rengarcia7
Enthusiast - Level 1

I would like to Copy and Paste the exact same complaint you experienced and post it as my own! I am currently going through the same exact experience and it is yet to be resolved. It seems that KeepMyEmail and Verizon are definitely not on the same page. This whole procedure has been made entirely way too complicated than it should be. I am not exagerating when I say that I have spent close to 6-8 hours on the phone (having to take vacation days from work) with various people much the same way you have done. I'm currently paying $49.00 to keep my Verizon account just to be able to keep my email accounts working. This was at the suggestion of technical services after my KeepMyEmail account never kept my accounts. I lost access and lost all email on the server. THANK GOD! It was recovered after I re-up'ed with Verizon. I am completely frustrated! I will try this all over again in just a while. Wish me good luckSmiley Frustrated

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JustFitz1
Newbie

Oh My - we are suffering through exactly the same problem. We have spent three hours on the phone just today with a bunch of useless departments who all can't help and have transferred us from department to department and back again. No one can help, no one seems to understand and no one wants to help. 

We went through the same hassle of setting up a "keep my email domain" as we moved to an area that Verizon doesn't support but we didn't want to change our email address. We have a cell phone with Verizon so we can access the account.

When we sign in we get a screen that requires us to verify our account. 

Account Change Verification

We recently received notification that you have made a change to your account. Please enter the Account Number or Billing Telephone Number to verify this change.
  
So we do that - provide our account number, our cell phone number and our last bill amount and the verizon web page tells us:
My Verizon
 
We are unable to process your request at this time.
Please try again later. We apologize for any inconvenience.
 
This has been going on for two weeks!!!!!!
 
The answer from the useless phone support is we will call you back during the week! ie how to ignore us. But calling during the week hasn't help us so far either.  Verizon - if you don't want our business just say so and we will go else where. There is no customer service happening in this company -  how does it stay in business.
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bazooka45
Newbie

I have the same issue. It's frustrating how can company provide support like this? Was your issue solved?

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Versucks
Newbie

I'm having the same problem. Moved to Italy 3 weeks ago. Want to check my emails, signed up, charged my credit card and cant get anything. Calling Verizon is a big issue from here. Impossible to dial 1-800 from Italy. Can't find any other contact # on the web site. Want to cancel everthing and get my money back. At least Gmail is FREE !!!!!!!!

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ElizabethS
Moderator Emeritus

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.

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Versucks
Newbie

Hello ...................... Hello.....................Is anyone out there ????? Haven't heard from anyone for  a week now. I've been a verizon customer for 20 years. I guess once you move out of the country, you dont exist anymore ........ but its OK to take my money and not provide any service. Not like I can call anyone, because they are all heartless robots over there. Oh well, I'll send another crappy email in a week.

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ElizabethS
Moderator Emeritus

Please follow the instructions given above for accessing your private support case. The agents are waiting for you to reply.

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FLtoMO
Newbie

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!

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FLtoMO
Newbie

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. 

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Verizon_Support
Customer Service Rep

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

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ElizabethS
Moderator Emeritus

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.

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FLtoMO
Newbie

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.

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KaLin
Khoros Partner
Khoros Partner

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

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Miriam22
Newbie

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. 

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