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Verizon Cloud lost my photos and videos

ADBarkcity
Miembro

Some time around October 2017 Verizon sent me a message that the data in my gallery was getting low and I needed to upload the items to their cloud. I did. I went to search for some old pics then it said I needed to pay for the cloud to get them. So they were holding my pictures and videos for ransom, in my opinion. I called to get them to return the pictures and videos and customer service could not retrieve them. So they transferred me to a tech and he could not retrieve them and then he said they would see if their engineers could retrieve them. A day latter I got a call with the news it could not be done. I received no emails, no notification that there were any issues with this service that I did not ask for in the first place. They still have the Verizon Cloud as a service but have lost over a years worth of photos and videos. If this issue is not resolved quickly I will file a better business bureau complaint.

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Re: Verizon Cloud lost my photos and videos

Community Manager
Community Manager

ADBarkcity, keeping content safe is certainly important. Our free cloud service promotion ended, which is why we notified customers prior to ensure they were able to keep their content safe. Content on inactive cloud accounts was held for up to 30 days. After that time, the content is no longer able to be retrieved. However, we would be glad to review backup options to maintain your content safe moving forward. What make/model phone do you have? What do you currently use to back up your content?

JaimeG_VZW

Follow us on Twitter @VZWSupport If my response answered your question please click the  Correct Answer  button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Verizon Cloud lost my photos and videos

glitchedpixel
Sr. Member

Filing a complainant isn't going to go anywhere. Customers were warned in advance that free cloud was going away. No one is "holding your pictures ransom" - free cloud is no longer being offered. This is why you do local backups.

Re: Verizon Cloud lost my photos and videos

Community Manager
Community Manager

ADBarkcity, keeping content safe is certainly important. Our free cloud service promotion ended, which is why we notified customers prior to ensure they were able to keep their content safe. Content on inactive cloud accounts was held for up to 30 days. After that time, the content is no longer able to be retrieved. However, we would be glad to review backup options to maintain your content safe moving forward. What make/model phone do you have? What do you currently use to back up your content?

JaimeG_VZW

Follow us on Twitter @VZWSupport If my response answered your question please click the  Correct Answer  button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

View solution in original post

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Re: Verizon Cloud lost my photos and videos

CARKNU70
Miembro

Is there a way that my content can be revived as well? I didnt know the free cloud was going away as well. I have a lg g6 and I use Google as a back up

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Re: Verizon Cloud lost my photos and videos

Empleado de Verizon

If it's been less than 30 days, customer support can restore your archived content or you can open the cloud app on your phone and sign up for either the 500GB or 1TB cloud service which should also restore archived content IFF it's been less than 30 days.

If it is longer than 30 days, the content is already wiped.

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Re: Verizon Cloud lost my photos and videos

Empleado de Verizon

CARKNU70, I'll be glad to review your options and see if any backup is still available. I apologize if you missed any communication over the changes made to Verizon Cloud. I can imagine any content that may have been backed up was priceless to you. Do you recall if it's been more than 30 days since your Verizon Cloud backup got archived?

You can learn more about the changes made to Verizon Cloud and our new storage options at the link attached. Question #1 explains how we have moved Verizon Cloud to a premium service. I hope this information helps going forward. https://www.verizonwireless.com/support/verizon-cloud-faqs/

Alan_VZW

Follow us on Twitter @VZWSupport If my response answered your question please click the  Correct Answer  button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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