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Live chat agent feedback? Activation issues
yaytevas
Enthusiast

Like many others, we had a terrible time getting our iphone 12 pro activated. 

TL;DR - turn off your wifi on phone, reboot, update os, call #832 to see if your test call goes through.  Live chat agents are really awful, and the live chat system is super slow and clunky.

This is how I spent my Christmas -- unable to activate the iphone 12 pro.

The first agent took our IMEI and ICCID number and manually activated the phone.  It deactivated right after we stopped the chat.

The second agent took our IMEI and ICCID number and manually activated the phone.  It kept on the 'waiting for activation.'  We sleuthed and tried turning off the wifi on the phone, rebooting, then updating the OS, then turning on the wifi again.  It worked, but still had the waiting for activation message.  This second agent ghosted us.

The 3rd agent listened to our issue, asked us to call #832, reported our issue, and told us that the waiting for activation message would go away in 24 hours.  She had the decency to say goodbye and make sure we felt taken care of.

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Re: Live chat agent feedback? Activation issues
vzw_customer_support
Customer Support

yaytecas, thank you for taking the time to share this experience with us. We never want anyone to have this kind of an experience activating their phone.

 

Was the last agent able to resolve all of your concerns? Was there anything more we could help with today? 

 

Scottd_VZW

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Re: Live chat agent feedback? Activation issues
Tigerstep
Specialist

You chose to contact support on a day with low staffing + tons of customers doing the same thing. 

It's like no one has any consideration for people that work on Christmas. My household always makes it a point to not bother businesses on the holidays.

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