I purchased a new RV this week with a Winegard 360+ roof mounted antenna system, and a GW-1000 gateway on the interior. This gateway is simply a hotspot, wired with an external antenna to pick up signal. It supports a standard SIM card and is compatible with Verizon, ATT, and Winegard pre-paid.
I have read, in these forums, my exact problem, and they are internal to Verizon's poor support. Customers do eventually get resolved, but not without hours of frustration and misdirection: https://community.verizonwireless.com/t5/Verizon-Wireless-Services/Winegard-Connect-2-0-WF-435/td-p/...
Here's what I need: Verizon to competently add a data line to my account, correctly and completely code a sim card for my device, and get it to me in the next 24 hours. Too much to ask? I am willing to go to a store to pick up the SIM.
Here's what I want: Verizon to update their documentation and instructions to representatives about Winegard devices so they can support the tens of thousands of RV customers in the US.
I have lost at least 7 hours going down blind alleys with various tiers of Verizon support/Verizon stores. Numerous attempts to get a SIM from Verizon have failed, as the IMEI is not associated in their system with this device. After spending an incredible amount of time on this (longer than it took to purchase and equip the RV) I am frustrated beyond words. The misdirection is astounding; I've heard "Oh it's a business device" "Oh it's a hotspot, you have to buy this from verizon" "We don't support this device" Please get this right.
Continuing the saga; today I contacted business support, and was basically told that unless I have a business account, I can't get them to check the IMEI. I figured this to be a rabbit hole. I asked them to transfer me to tech support, and lo and behold, the agent was able to associate the IMEI with a supported "hot spot" like device!
They had to put it on my account as a phone, then mail the SIM card to me, next up, I get to activate it in the new device and it should get recognized as a device, not a phone.
After reading my account, the agent offered to call me back to discuss the plan after activation. If anyone is reading this, stay tuned!
Side Note: I asked the agent to escalate on her end to get these instructions to people that need them, so Verizon can properly support boats and RV's with WiFi.
At this point, it may not help you any, but anyone can check an IMEI against Verizon's Device Management Database (DMD) by using their BYOD device checker found here: https://www.verizon.com/onedp/byod#/
For something like your hotspot, click on Other Device Type. Enter the 15-digit IMEI number. If the IMEI is in Verizon's DMD, then you'll get a message stating your device will work on Verizon's network.
abbysaeger, our goal is to provide you with a great experience. To confirm, are you receiving all the exact errors and issues described above? Were you provided with information from the manufacture confirming this device is Verizon compatible?