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Recent move has messed up my online account
slnj126
Newbie

Last month I changed residences. I used the automated move process through the FIOS website and it appears that something strange has happened to my account. Immediately when I submitted the order, i lost the ability to manage my DVR, stream video, etc via the website or my mobile apps. It kept saying that my service was not yet installed. I spoke with customer service and they assured me once the new service was installed that would all be cleared up.

My service was installed as planned and everything works properly (there were some hiccups activating the service, which seem to be a result of the account ID; most likely tied to this issue).  I attempted to use the online services and once again, it will not allow me to, instead saying the my service is "cancelled."  I again contacted customer service and they explained that once my first bill is generated the account should switch over to my new address and no longer show the old addresses info.

Last week my first bill was generated and lo and behold, I still cannot access any online services. Additionally, I received my final bill for my old address/account and I was charged an ETF even though I maintained service.  I called the Finance customer service and the customer service rep put in a dispute on the charges and told me that the dispute would place the bill on hold until a new adjusted bill could be issued in the next cycle. As of today, nothing on my account shows this, however i suspect i need to wait for the next billing cycle for this to happen.

I was then transfered to e-commerce to fix my log in; they opened an IT support ticket after attempting to change my password multiple times.  It was basically confirmed that the user name was indeed the issue (tied to two seperate accounts).  I was told IT would be in touch; this was last Saturday.

I followed up on the ticket Tuesday and was again told that IT would be in touch.  Today, after still not receiving any contact, I called once more to see what the status was and what sort of ETA I should expect for resolution/a phone call.  I was told it could take up to 2 billing cycles.

A ~60 day wait for what amounts to a user name change is unacceptable. This entire time I am unable to use streaming and online DVR services that are part of my monthly package. It is a bit disappointing that using Verizon's own, automated tool for residence changes has caused this issue;  the lack of knowledge and response I have received from the customer service teams has been equally disappointing.  I would like a swift resolution to this issue.

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Re: Recent move has messed up my online account
LawrenceC
Community Manager
Community Manager

Hi slnj126,

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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