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Attempting to replace phone on a prepay plan
jscarville
Enthusiast - Level 2
‎08-06-2011 07:23 PM

I started a prepay plan in June of 2011 and the phone has stopped working. I tried to get it replaced at the local Verzion Wireless Store (Glendora, CA) and was told I would have to get a new plan and a new number. When I tried to call Verzion (888-294-6804) to verify this the number only seems to go to an endless series of customer response menus -- none of which answer my question. I tried the "Contact Us" link and was redirected to a blank page at http://www.verizonwireless.com/backbutton.html.

 

Can anyone here verify if it is true that I have to change my number to replace a prepaid phone?

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Re: Attempting to replace phone on a prepay plan
jscarville
Enthusiast - Level 2
‎08-08-2011 11:12 PM

I went back to the Wireless Store this afternoon and this time I was able to convince them to double check their statements. The young man helping me had a ten minute conference with his manager and finally admitted he could put a new phone on the existing account but...

 

Ok, he didn't come right out and say they didn't want to do it and the list of excuses really was impressive. I guess the solution to this problem is to find another provider.

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Re: Attempting to replace phone on a prepay plan
jscarville
Enthusiast - Level 2
‎08-06-2011 09:37 PM

Make that May of 2011...

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Re: Attempting to replace phone on a prepay plan
Minniehaha
Specialist - Level 2
‎08-07-2011 02:52 AM

Did the phone stop working because it broke or did your account run out of money or was not renewed.? If the account was not renewed you wil lose your number and any money that was still on the phone, if the phone broke you can just buy a new phone and keep your same  number the phone number I used  was 1-888-294-6804  the phone prompts  come on hit 4 then 4 again then -5 I think that was the numbers I used.

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Re: Attempting to replace phone on a prepay plan
jscarville
Enthusiast - Level 2
‎08-07-2011 03:25 AM

The account is still active.  The voice send circuitry on the phone is not working.  When trying to get a replacement, I was told in no uncertain terms that I had to get a new account , a new number and any money in the current account would be forfeit.   However, using the sequence you suggested I was able to reach a human (or an incredibly well written AI Smiley Happy who told me the folks at the store were wrong.  The young lady suggested I buy the new phone and call Verizon directly to have it activated.  I will attempt this on Monday.

 

Thank you for your help.

 

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Re: Attempting to replace phone on a prepay plan
jscarville
Enthusiast - Level 2
‎08-08-2011 11:12 PM

I went back to the Wireless Store this afternoon and this time I was able to convince them to double check their statements. The young man helping me had a ten minute conference with his manager and finally admitted he could put a new phone on the existing account but...

 

Ok, he didn't come right out and say they didn't want to do it and the list of excuses really was impressive. I guess the solution to this problem is to find another provider.

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