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Just bought a Samsung s20 Ultra
momv630
Enthusiast

Verizon sent me my phone and I made the transfer of info from my old phone to the new. Who changes my phone info on Verizon's "My Account" page? Shouldn't Verizon be doing this? I've tried chat. No one responds AM or PM. I've tried calling and got the same. So here I am asking the community because no one is working at Verizon. Thanks

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Re: Just bought a Samsung s20 Ultra
Tigerstep
Specialist

You mean the icon of your phone from the My Verizon account? No one changes that manually, it happens automatically. If your phone is not in their database, is unlocked or not activated it shows up as a generic phone icon. If your phone works, it doesn't matter being a visual thing.

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Re: Just bought a Samsung s20 Ultra
vzw_customer_support
Customer Support

We can certainly help you out here. We have sent you a Private Message here in this forum. DoloresK_VZW

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Re: Just bought a Samsung s20 Ultra
momv630
Enthusiast

It matters because I wanted to add insurance to my phone. 

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Re: Just bought a Samsung s20 Ultra
momv630
Enthusiast

Finally got threw to someone that answered on chat. The attached photo shows the convo. It was a 30-minute wait. Verizon Chat.png 

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Re: Just bought a Samsung s20 Ultra
Tigerstep
Specialist

Most agents are work at home currently, chat agents have multiple chat windows up. 

I'm not a chat rep, but seeing responses like that, especially if I were super busy, would take a low priority from the rudeness alone.

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Re: Just bought a Samsung s20 Ultra
vzw_customer_support
Customer Support

momv630,

 

Adding insurance to a great new device is important. We want to make sure you can do that easily. We'll be glad to explore options for that. We sent you a private message. Please reply if possible so we can get more details and help. 

 

AndrewT_VZW

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