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Unable to activate new phone on my prepaid account

Miembro

I have a replacement phone to add to my existing prepaid account. I followed the directions via the phone number to activate it online. However, I get a message "My Verizon is temporarily unavailable as we work to improve our system to serve you better. We apologize, please try again later".  I have been trying this for several hours.  There was no Live help available for prepaid customers. So I contacted Live help via the sales page (knew they'd be there). They sent me to prepaid customer service (supposedly), but after waiting online for 5 minutes, I was informed by that rep that she could not access a prepaid account and gave me a second phone number to try. I asked if this would connect me with a person and she said yes.  However, it sent me to an automated message that gave me 2 choices- go back to main menu or hang up!  So, I dialed the 3rd phone number- provided in my phone's manual.  Entered my current number, phone MEI & SIM numbers and it automated response says that it was sending me to a customer service rep- then I get a message that I was disconnected and needed to redial that number- which I didn't have!  Worst most ineffective, fraudulent service I have ever encountered.  I have funds sitting in my prepaid account being held by Verizon and cannot activate the new phone with my existing number.  How do I activate this phone? If my only option is going to a service center- then Verizon should be telling existing customers that instead of deliberately giving out the wrong information.

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Re: Unable to activate new phone on my prepaid account

Líder Sénior

See if this helps:

Servicio al cliente - Prepagado
Marca *611 desde tu teléfono móvil
(888) 294-6804

877-777-5759 Prepaid Activations Dept
las 24 horas del día, los 7 días de la semana

- when prompted, try pressing option 2, then option 4, then option 6, then option 4 for a rep

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Re: Unable to activate new phone on my prepaid account

Líder Sénior

See if this helps:

Servicio al cliente - Prepagado
Marca *611 desde tu teléfono móvil
(888) 294-6804

877-777-5759 Prepaid Activations Dept
las 24 horas del día, los 7 días de la semana

- when prompted, try pressing option 2, then option 4, then option 6, then option 4 for a rep

View solution in original post

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Re: Unable to activate new phone on my prepaid account

Miembro

Thanks anyway.  That number goes to the prepaid payment center. Option 2 sets up a payment plan- which I already have.

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Re: Unable to activate new phone on my prepaid account

Líder Sénior

But following the other prompts might get you to a rep to speak with.

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Re: Unable to activate new phone on my prepaid account

Miembro

It doesn't.  I was able to load in phone information(MEI/ SIM) and the prompt said it was sending me to a customer service rep, but it disconnected and I only got a message saying to redial that number (that I was robo- forwarded to).

I have attempted online, live chat, called *611, *22898, 555-294-6804, 866-893-7723, and 877-777-5759. Nothing works.  Will head to verizon center and have them clear phone so I can return. Will probably switch to a new carrier and another new phone.

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Re: Unable to activate new phone on my prepaid account

Líder Sénior

Is this replacement phone compatible with Verizon?

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Re: Unable to activate new phone on my prepaid account

Miembro

Sí.

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Re: Unable to activate new phone on my prepaid account

Líder Sénior

Very well, hope you find your solution at the retail store.  Good luck Smiley Happy

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Re: Unable to activate new phone on my prepaid account

Community Manager
Community Manager

pats22, I greatly apologize that you are having trouble activating your new prepaid device. I would love to steer you in the right direction, so you can start to use your new phone. Due to your device being a prepaid phone, you'd need to speak to our Prepaid team at 888-294-6804 or 877-777-5759. If you need further assistance please let us know. We are always here for you.

VanetrisC_VZW

Follow us on Twitter @vzwsupport

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