Repointing a sub-account email from my old verizon account to my new one.

[Catmann]

I have seen some posts about repointing email addresses, but I am having trouble getting anyone at verizon to do anything like this. 

I have a sub-account email that is a primary email for my wife.  When we bought a new house, we created a completely separate and new verizon account at the new one because we wanted service at both houses while we made the transition.  Plus, we did not care about keeping the old number.

So, now that we have moved, I would like to cancel my old service at the old house as no one is there.  However, I need to keep a sub-account email which is linked to that account.  I thought I could have Verizon just move it over to our new account, but all I seem to get is a suggestion to use their $20 domain name service, which seems crazy since I am still paying for Verizon service.

The last person I spoke to (this is going on 4 hours of phone time now!) suggested an alias, but I do not want an alias email as the email is my wife's name@verizon.net.  I am guessing an alias will forward the old to the new, but the new one would still be a different email address.  When she responds to emails, I want it to be the same email she has now, not with a 77 or something at the end of it.

Does anyone know if this can be done?  Both accounts are currently active, I just want to repoint it to the new account.  Thank you if you have any suggestions!

[somegirl]

If the old address is a primary address and you want it repointed to a sub on the new account, it's going to be nearly impossible to find someone that will do that. Primary accounts have to be repointed to primary accounts and subs repointed to subs.

[Catmann]

No, it is currently a sub-account attached to the phone number that I wish to cancel.  It will still be a sub-account, I just want it moved so that it is associated with my new phone number (as a sub-account) so I can cancel the old phone number at my old house.

Is this feasible?

[somegirl]

Yes, that's possible. You may have some difficulty finding someone to do it for you, but it's do-able. They will need to have permission from both account holders (you and your wife, I believe?) so you may want to call sometime when you can both be on the phone.

Go ahead and create a "dummy" sub account on the new account with a username that you DO NOT want to keep, since they have to have somewhere to move the username to. Then they can temporarily disable to old account and repoint the username. Moving the content would require more time, since that requires an escalation, but it can also be done.

Don't forget that you can always ask for a supervisor if the tech tells you it can't be done. There are some Verizon people around the boards here that occasionally stop in to help out with issues, but there are no gurantees.

Best of luck!

[slj235]

Due to Hurricane Sandy, we  were told by Verizon that we could no longer have DSL service at our beach home in Ocean Beach, New York and would have to go to  a Jet Pack for internet.   Since I have had the same verizon.net email address for 20+ years and knowing that  if you don't follow the proper steps, you can lose it, I was very careful before calling and cancelling my DSL service.  I spoke to several supervisors who suggested two things:  Switch back to Verizon DSL at my apartment in Manhattan, and as an extra precaution, pay $19.99 to Verizon My Domain. I did both of those things before cancelling my DSL at the beach house. Neither one of these solutions seemed to work.  Over the past 2-3 weeks,  I have spent over 45 HOURS on the telephone with Verizon Tech Support, Cust Support, and supervisors.  It has been one of the worst experiences of my life!  How could something so simple become so difficult for Verizon to do??

When the techs came out to my apartment to register my modem for my new DSL there, I explained the situation to them, i.e. that I wanted to keep my email address from the DSL line at the beach house and repoint it to the new DSL line. When they tried to enter my email address, the system would not let them, so they set up a new user name and email address, Although I protested and asked them to please call Tech Support or Cust Service to look at the notes on my account, they said everything would be fine.  This is where my trouble started.  I have spent over 45  hours of my time on the phone with Verizon Tech Support, Customer Service and Supervisors.  There have been calls that lasted over 3 hours!  They all told me they could not repoint my email address, although only 1 year ago I had done exactly the same thing (To save some money, I cancelled my dsl on a line in my name that I know longer wanted and put it on a line in my husband's name.  At that time, Verizon repointed the email addres.)  One email rep told me to call tech support and ask them to do an "email scrub"  but he said, don't tell them anything else because that will confuse them.  I tried that, to no avail.  After talking to many, many techs,  finally, one Level 3 Supervisor said he fixed it so I could save my email address, but it is NOT attached to my new DSL line.  I have no idea what he did, but I am still getting my email.  I am very wary of this because I don't know what he did and if something happens in the future, I could suddenly lose the email address and not be able to retrieve it because it is not affiliated with my new DSL line. 

In the meanwhile, I registered with my domain.  A few days after paying for the service, I called to make sure that my email was saved correctly. The people at My domain, tell me that they can only save my vze email address and not my real email address, because my real address is an alias and they don't save aliases.  When I tell that to Verizon DSL, they do nothing to help me.  More hours on the phone with domain service and Verizon tech support and I still do not understand why they couldn't attach my email address to my new DSL line or why after paying money to my domain, they tell me they can't save my email address, only the vze address!!  I was just on hold with Verizon my domain for over an hour, before I had to hang up due to a business call coming in.  VERIZON Tech Support and Customer Service is at all time low.  I have never experienced so many incompetent people in tech support at any other company.  I posted this in the hope that some Verizon supervisor would see this and help me and all those other people who have posted regarding this issue, as well as those poor, frustrated souls who given up (which I am about to do!) 

[LawrenceC]

Hi slj235,

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".  There 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.

[slj235]

When I look at my posting, I see it says that this issue has been "resolved in a private support area" yet I have no idea what has occurred.  What was the resolution?  Is my email address (my name at verizon.net) saved correctly at Verizon my domain?  They told me they are only able to save the vze address and that my normal email address is an "alias" and they don't save aliases.  They went on and on about that.  I would like to know what the resolution to my problem is, so that I can be informed if there are any future problems.  For example, was my email address repointed to my Manhattan dsl line?   After all this trouble with Verizon, I am not even sure I want to keep the dsl line on my 212 number.  Finally, I just found out that we have dial tone at the beach house!  That means that I most likely didn't have to go through all these many hours working on this problem in the first place!!  Don't you think that Verizon should have checked that out before I went through all this?  If we do still have dial tone at our 631 telephone number, I would have just kept the dsl in place there!  When I called originally to make sure I could keep my email address,   I was told by Verizon reps that we needed to go to Voice Link and a Jet Pack for internet service, but first I needed save my email address.  As I stated in my previous post, I switched back to dsl from cable on my 212 number and paid Verizon my domain $19.99 to save my email address and spent over 45 hours on the phone with Verizon tech support and cust service.   It seems that I never had to go through any of that since my original phone service on my 631 number was STILL working.  That should have been checked out first thing!  Now that I know I still have dial tone on the 631 number, I would like to put the dsl back on there.  As you can see in my other post, I cancelled that based on Verizon representatives suggestions. 

I need to know what you did to "resolve" my issues and what my options are at this point.  Thank you!

[KaLin]

slj235

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Support Cases".
There 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.

[slj235]

I can't believe they closed my case without emailing me to ask me what they needed to resolve.  As I entered when I signed up to the forums, my email address is {edited for privacy}.  My issue is not resolved!  I was out of town at the house that was flooded by hurricane Sandy.  There was no internet service there.  I could not check my private emails until I returned.  Please do not close my case. You can email me anytime.  I look at my email all day everyday.  I will not miss it. Please resolve my case!!  Thank you!

[Heather_VZ]

Slj235-

I have reached out to our support team and asked them to re-open your case. I apologize for the confusion- please let me know if you need any further help.

Thank you,
Heather

[Verizon_Support]

Glad everything got worked out in the end, but sorry about the lost emails.  Feel free to reach out to us anytime here on the Verizon Forums.  We're here 24/7 for you! We're going to go ahead and close the private support case; so if you need any further assistance anytime just create a new post. 

Thanks,

Paul C.

[Verizon_Support]

Glad everything got worked out in the end, but sorry about the lost emails.  Feel free to reach out to us anytime here on the Verizon Forums.  We're here 24/7 for you! We're going to go ahead and close the private support case; so if you need any further assistance anytime just create a new post. 

Thanks,

Paul C.

[Sagacious_Goat]

Are you still able to perform "Account Scrubs" to move one account to a new account?

I am in the process of moving, still have my current account (this account) active, and would like to transfer my entire account to a new account set up at my new address.  I will have to create a new account at my new address due to needing service at both addresses for about 2 weeks and the phone agent I spoke to at Verizon said creating a new 2nd account at the new address would be the only way to accomplish that but I'm worried about taking my current email account with me.

Thanks!

[armond_in_nj1]

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@Catmann wrote:

 ... I do not want an alias email as the email is my wife's name@verizon.net ...

---

It's simplest to merely set up a new sub-account.  If you want to maintain, for example " janedoe@verizon.net " you can use something like "jane.doe" or jane_doe" or something similar.  It is a lot easier to send a few email messages notifying existing correspondents of the new address, that to jump through hoops trying methods that are not well adapted to certain changes.  Easiest of all is to use a web-based address such as janedoe@gmail.com that can be down-loaded via POP to any email client.  No matter how many times you change physical addresses or service providers you will never have to change existing email addresses.

[irbrenda]

Yes, I had a supervisor do it for me about 2 years ago when I switched over from DSL to FIOS.  They repointed and switched over about 8 business sub accounts which would have been dramatic had  I lost them after so many years.  Do I remember how it was done?  Not really.  What I do remember distinctly is that my DSL account had to be closed first. I waited until  FIOS was installed, then shut the DSL account off, and was able to transfer my primary verizon.net email account.  Then a  supervisor spent about an hour with me on the phone and transferred all the sub accounts (8)over.   One thing I was told a long time ago was to never rely on an ISP's email addressfor this reason.  Had I used my Yahoo or gmail account, I would have never had this problem.  I still use my verizon.net addresses tho.

[Anthony_VZ]

Repoints are never done anymore. It causes problems with the accounts on the back end. What can and will be done is an account scrub. This moves the primary and subaccount over from account 1 to account 2. It completely erases whatever accounts is on account 2. It's an all or nothing process, individual accounts can be cherry-picked to be transitioned. I don't think the alias route would be the what you had in mind either. If you cancel the subaccount, it's name can't be re-used for many months. It gets put into a locked state. The best way to get the best of both worlds is the $19.99/year service you were referring to, domain email service. Please let me know if you would like the accounts scrubbed and I'll get more information for you at that time.

[Catmann]

I have no problem with an account scrub.  We do not use the primary email address on either active account.  The only email we use is the one sub-account attached to the phone number I wish to cancel.  And since it is my wife's name, and she has so many people using the account it would be best for us if she could keep it intact.  There really is no content she needs to save, she downloads her emails daily and she does not use the web interface, so it is really just a matter of keeping her email account active (and the same).  Thank you everyone for your suggestions and help!