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System offline - coincided with removing TV package from my account
bfarley65
Newbie

On 7/17 I removed the TV package from my account, as you may have guessed from the post title. It took a few days, but I noticed that the home monitoring and control was no longer sending notifications. When I tried to log into the app, it told me "you do not have home monitoring and control" - same with the web portal designed to manage this service.

My first call to tech support went something like this:

"Are you sure that no one accidentally turned this off on my 7/17 call?"

"There is absolutely no way that could have happened."

Voice mail from Verizon, later:

"Someone accidentally turned this off. It should work now."

My next call, after the system still did not work, resulted in the agent asking me to do a reset of the gateway device, and to wait 30 minutes - call back if it's not working. Guess what, that didn't work  - nice that the agent got off the call so quickly.

After several additional calls, it is not working. I now have an open and "escalated" support ticket, essentially useless equipment, and no faith whether the service is actually enabled in all the right places on Verizon's side.

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Re: System offline - coincided with removing TV package from my account
shaenn
Contributor

Well, good luck, you will need it. When something like that happens they normally have to rebuild your whole account. And since they don't sell HM&C anymore, they may not beable to setup a new account with that option. 😞

My suggestion is to ride the hard. Call several times a day if you have to and get a superviser's name, deal only with that person and demand a daily update. Here's the direct number in case you don't already have it: 866-785-8153

If they can't get you working again and you want to sell your equipment, let me know.

Oh, and first rule of tech-support, don't let the tech off the phone until the problem is resolved or they have to send you to the next level support.

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Re: System offline - coincided with removing TV package from my account
shaenn
Contributor

Well, good luck, you will need it. When something like that happens they normally have to rebuild your whole account. And since they don't sell HM&C anymore, they may not beable to setup a new account with that option. 😞

My suggestion is to ride the hard. Call several times a day if you have to and get a superviser's name, deal only with that person and demand a daily update. Here's the direct number in case you don't already have it: 866-785-8153

If they can't get you working again and you want to sell your equipment, let me know.

Oh, and first rule of tech-support, don't let the tech off the phone until the problem is resolved or they have to send you to the next level support.

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Re: System offline - coincided with removing TV package from my account
bfarley65
Newbie

The ticket had not been touched since escalation. Rather than continue investing time in what I'm realizing is a lost cause and an unsupported product, I've canceled home monitoring. Shaenn, if you're interested, there's a gateway, door/window sensor, and indoor camera for which I have no need.

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Re: System offline - coincided with removing TV package from my account
ElizabethS
Champion

Contact Verizon again, and request an update on the ticket.

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Re: System offline - coincided with removing TV package from my account
bfarley65
Newbie

Requested. "Sorry, we haven't gotten to that yet." Canceled the home monitoring service.


@ElizabethS wrote:

Contact Verizon again, and request an update on the ticket.


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Re: System offline - coincided with removing TV package from my account
ElizabethS
Champion

That's too bad. If you would like someone to assist with the issue, please let us know.

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Re: System offline - coincided with removing TV package from my account
bfarley65
Newbie

You can assist with a credit for the equipment that, if I understand correctly, works only with Verizon's home monitoring system  🙂


@ElizabethS wrote:

That's too bad. If you would like someone to assist with the issue, please let us know.


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Re: System offline - coincided with removing TV package from my account
ElizabethS
Champion

That unfortunately is not within our scope here on the forum. You'll need to contact Verizon for that.

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Re: System offline - coincided with removing TV package from my account
shaenn
Contributor
bfarley65, I could use the Door & Window sensor but I think I have enough indoor cameras. The Gateway is really useless and I already have 4 extra ones. How much do you want for the sensor?
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