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Order is never processed
KLW5952
Newbie

I now have 5 different order numbers for the same thing and they are never processed on my account.  Twice I tried online to process myself and the other 3 I called in.  There is clearly something wrong.  When I check the order status it tells me it cannot be found.  Every time I call they enter another order instead of figuring out what the problem is.

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Re: Order is never processed
LawrenceC
Community Manager
Community Manager

Hi KLW5952,

Are you posting about the same issue that we escalated here, or is this a new issue?:

https://forums.verizon.com/t5/My-Verizon-Account-Residential/Unable-to-access-Add-Upgrade-My-Service...

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Re: Order is never processed
KLW5952
Newbie

This is now a different issue. I have called to change my package 3 times and received order numbers with an email confirmation. However, the order is never processed and when I check the status the order cannot be found. Every time I call I am assured this time it will work. 

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Re: Order is never processed
LawrenceC
Community Manager
Community Manager

Hi KLW5952,

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. The title of your post is the link. 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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