On July 26th I had FIOS TV installed at my house. I already had FIOS phone and internet. For some inexplicable reason, during the TV installation my virtual number (for my fax machine) was moved from my seconday line to my primary line. Since the Verizon tech was only doing TV, I do not know why he touched the phone lines and I did not realize the problem until after he had left. In any case, I need to get the virtual number moved back, since I have to use the primary line and the fax machine at the same time. The virtual number has been attached to my secondary line for 15 years or so, dating back to my old copper line, and I have no clue why it was moved. I have called Verizon tech support twice and, after keeping me on the line for 45 minutes or so each time, informed me that fixing the virtual number problem was "not their department" but promised they'd put in a ticket. That was two weeks ago, but the virtual number is still attached to the wrong phone line making my fax machine unusable, and I have not received any information about this ticket (which I suspect never happened). I've also tweeted VerizonSupport twice but got no response. Does anyone know who I can contact at Verizon to get my virtual number restored to my secondary line? Thank you very much.
Hi GailK,
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. Please keep all correspondence regarding your issue in the private support portal.
Good morning GailK!
We were able to resolve your issue by placing an order that put the virtual number on the other line. Thank you for your patience while we resolved this for you. Please let us know if there is anything else we can do for you. Have a great day!
Thanks,
Rachel_VZ
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