SEVEN HOURS later...

[Chel65]

My iphone was freezing and lagging for two days.  I called for help both days - went through their solutions to no avail.  Today, I called again and spent 6 hours with a rep to help the issue.  After trying their last solution, my phone went dead.  I have been disconnected from chat THREE TIMES.  I still have no one that is helping me.  This is so not like the Verizon I knew of two years ago who found a solution to my mom's phone!  I am beyond frustrated.  Maybe I need to take my four lines and exemplary loyalty to another carrier.

[Tigerstep]

Not every problem is the same for a resolution to work like it did before. If the phone is lagging and not the network, it would be an Apple problem and not a Verizon one.

Apple support is 800–692–7753

[Chel65]

Well, now the phone is completely dead and I have insurance for this phone through Verizon.  

[Ann154]

Then file the claim online. https://www.phoneclaim.com/verizon/

[Chel65]

I have done that and they troubleshoot more. I don't mind troubleshooting but I have worked with them for 8 hours in one day.  The phone was at least functioning when I began working with them and now it's dead.  What I don't understand is that they won't replace the phone with a new one when the phone died after I followed their directions.  

[Ann154]

The insurance is through Asurion not Verizon Wireless. If that is their process to determine if a claim is warranted then it is what you need to do. 

[vzw_customer_support]

Chel65, not having a working iPhone is frustrating to say the least and we don't want to lose your business over this. We value your time and troubleshooting should never take this long. 

We've sent you a private message so we can further assist regarding your troubleshooting concerns. We look forward to hearing from you.

AlanS_VZW