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Cannot enroll in Mobile + Home rewards

Miembro

Greetings!

I am having an issue in enrolling in the Mobile + Home rewards program to take advantage of an additional discount on my FIOS and Verizon Wireless bill. 

When going through the Verizon UP app, I can navigate to the "Mobile + Home Rewards" banner, and then click the "Join Now" button.  After clicking the button, I get an orange banner that states "Unable to process your request.  Please try again later."  I cannot progress any further to link my FIOS and Verizon accounts.

This has been going on for a week since starting new FIOS service.  Calls to VerizonUP, FIOS, and Verizon Wireless customer support have not been helpful, unfortunately.

Is there anyone who can assist with this issue?

¡Gracias!

 

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Re: Cannot enroll in Mobile + Home rewards

Asistencia al cliente

So sorry to hear about the trouble you've been having since getting your FiOS service set up. For this, you would want to contact out FiOS support team directly. They should be able to navigate with you on getting things set up. A few things to remember, you would have to be the registered account owner or manager to enroll, your account would need to be current, and you can have any additional pending order like a plan change. We hope that helps!

 

ErinW_VZW

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Re: Cannot enroll in Mobile + Home rewards

Miembro

Thanks for responding Erin!

Unfortunately, FIOS support was unable to help, insisted they could do nothing, and refused to join in on a conference call with Verizon Wireless.  I also tried through VerizonUP support, regular customer service, and a Verizon tech specialist who tried to walk me through the same failing steps again and again.

All in all, 4-5 hours of a mix of online chat and phone support for zero progress.

However, I have good news to report!  I was finally able to connect to a knowledgeable Verizon Wireless rep who was able to fix the problem.  Here were the steps that worked with me, if anyone has a similar issue:

1. If you had previously linked FIOS and Verizon Wireless and see both accounts under the same UserID, the first step is to unregister your Verizon Wireless account.  I believe you need to call Verizon, as they need to do so on their end.

2. I then went through the My Verizon App to register a userID based on my wireless number.  During the process, I was prompted to enter my userID and password for my FIOS account.  I could now see my FIOS and Wireless accounts reflected correctly in my Verizon account settings.

2. The rep then wrote an escalation ticket to fix the mobile + home enrollment issues.  I am not sure of the details in the ticket, but I was able to enroll a couple of hours later via the App.

3. Make sure to reenroll in paperless and check your other account settings so you keep your autopay discounts.

Other notes: Don't call FIOS, VerizonUP, a Verizon Wireless tech specialist, or use online chat.  The key is to get the correct Verizon Wireless Rep on the phone to assist!

 

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Re: Cannot enroll in Mobile + Home rewards

Asistencia al cliente

Sorry to hear about all the time you needed to spend to have this issue corrected, chibbee2. That's not the experience we would ever want for you. I am, however, glad to hear that you got the help you needed ultimately. We do appreciate you posting the solution to your problem here so others can benefit. We'll definitely lift this up. If you should have any other questions or concerns that you need help with, just let us know. 

-Ryan

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Re: Cannot enroll in Mobile + Home rewards

Novice

Call VW 800-922-0204, have your Fios account no ready

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Re: Cannot enroll in Mobile + Home rewards

Asistencia al cliente

As a long time and valued customer, your concerns are our concerns too. We're sorry to hear that you're experiencing problems enrolling in Mobile + Home Rewards and we'd like to help. Can you tell us more about what's preventing you from registering? (e.g., notification, error message, etc.) - RobertC_VZW

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