Sorry for the delayed response. We had to buy local SIM Cards to get any service so i was unable to log back into this account.
We spend 5-6 hours over multiple calls with verizon and international calling support. This is the explanation we ended up with.
When we got off the plane in thailand we noticed we didn't have calling/data support. We used wifi calling to talk with international support. We were told that while we had travelpass enabled on the two line in question, it was in some intermediate state in verizons system between active and inactive. At that point, the rep refreshed the travelpass status. After a domestic flight in thailand we called back in. The refresh didn't do anything so we tried some trouble shooting steps. This included resetting our mobile settings.
We were told by support that after resetting the mobile settings the phone had to reconnect to verizon towers to reinitialize. They couldn't do this in thailand bc there are no verizon towers there obliviously. So verizon support effectively made it impossible to use travelpass through their trouble shooting efforts.
All of this is very upsetting and makes me question verizon's competence. When i switched to pre paid, i was told over and over again that travelpass will not be affected. This is very important to us as we travel outside of the US multiple times a year. I have no confidence that my phone will work in Canada a couple months.
Next, we spend an unacceptable amount of time on the phone trying to resolved this. Every time we called in we talked to a new rep. We had to repeat the issue every time and had to repeat usless trouble shooting steps every time. We spend 5-6 hours of our valuable vacation time in thailand on the phone and it never even got resolved.
Lastly, some the of the service reps acted unacceptably. One rep was confrontational continually asking why we needed our phones to work and what the problem was b/c we weren't being charged for travelpass. Another rep, a supervisor, faked bad reception with us, blaming wifi calling. We had no issues with anyone and wifi call accept for him. He kept faking bad reception until we gave up. I at a loss for words during both of these phone calls..... i couldn't believe what was happening.
My wife described this as a nightmare, and i have to agree. We have been offered a free month of service in compensation for all of this. This is not enough. I'm not sure you can offer us enough to retain us as customers at this point.
