Disappointed in Verizon wireless!

Back in March of 2010 we signed a 2 year agreement and got a phone called the razzle for free for our daughter. The phone broke after just 2 months but because we didn't put insurance on the phone Verizon said too bad. Called customer service and tried to get a replacement. They told me that I could choose a certified pre owned device and pay for it. We chose a motorola leave and paid $85 for it. The rep assured us that this would do nothing to change our plan and that it wouldn't extend our contract. What he didn't tell us is that it moved our daughters equipment upgrade eligibility date from the normal 20 month date to the end of her contract. We were going to get her a smartphone for christmas and get her the $30 data plan, but now she isn't elgible for a new phone until March of next year. When I called customer service tonight the rep told me that this line was secondary and since it is only $10 that they don't care to work with us. Well our daughters crave is now broken. So I will be paying the early term fee since it is only $75 and taking her line to a competitor. As the rest of our contracts expire or the early term fees get below $100 we all will be leaving. I would not be upset if Verizon had been honest. But not disclosing all the information and then telling a customer that because I am only a secondary line you "don't care" is a not great way to keep customers. We have been with you for over 12 years but will gladly take our business elsewhere!

"Back in March of 2010 we signed a 2 year agreement and got a phone called the razzle for free for our daughter. The phone broke after just 2 months but because we didn't put insurance on the phone Verizon said too bad. Called customer service and tried to get a replacement. They told me that I could choose a certified pre owned device and pay for it. We chose a motorola leave and paid $85 for it. The rep assured us that this would do nothing to change our plan and that it wouldn't extend our contract. What he didn't tell us is that it moved our daughters equipment upgrade eligibility date from the normal 20 month date to the end of her contract. We were going to get her a smartphone for christmas and get her the $30 data plan, but now she isn't elgible for a new phone until March of next year."
Let me get this straight? You purchase a phone and do not put insurance on it and after 2 months it is broke. So you expect Verizon to replace the phone for you. It would of still been under q manufacture warrenty so if it was a mechanical problem it would of been replaced. So obviously it was from misuse on the consumers part. But yet you are not paying for insureance like most of us do every month but yet you call them to get it replaced. So they allow you to purchase a precert phone for 85 dollars and you do not expect them to reset your contract upgrade dates? Did you look at your receipt when you recieved the phone that you purchased? No offense but did you expect them to purchase you dinner also? I am not a full backer of verizon and their employees. I feel that the comission based employees need to be trained to be honest with EVERY customer and not just look at each customer as a dollar sign and if that customer isnt increasing this weeks paycheck well thn screw them. Cuz honestly that is how some of the employees do act. But YOU signed a contract, did not purchase insurance, broke the phone in a manner that did not allow you to use the manufacter warrenty, got to purchase a recert phone for 85 bucks, are mad at verizon for moving your upgrade date a couple months,so you are going to give verizon 175 dollars more in early termination fees, and go to another company. WOW!!!
Lets see.....since you were going to give it as a christmas present anyways why dont you think about a few things.
If you are dead set on being mad at a company that tried to keep you happy to a certain extent then why dont you go to another company and purchase a phone at xmas time and put the phone that you have on verizon on call forwarding to the new phone and just pay the 10 dollars a month for 3 more months then drop the line. HMMMM 30 dollars compared to 175. Or are you feeling guilty for makeing them let you purchase another phone for 85 dollars and want to give them some of the money back? LOL Or try option 2 or 3.
Option 2 and 3 means that you will have to suck it up and realize thqt you were in the wrong from the get go and quit blaming Verizon for you not paying for insurance. then proceed...
Option 2
Let your daughter know that you are going to purchase her a smartphone on the actual upgrade date and then come March buy it.
Option 3
purchase a cheaper smartphone off of ebay, craigslist or another site until her actual upgrade date and then give her the one she really wants.
Option 4
If you have an upgrade on another line then transfer it to her line and upgrade it.
I do not mean to seem mean but I am really tired of people thinking that Verizon should bend over backwards for them when verizon is not at fault when people do not watch to see when phones are coming out, people do not purchase insurane and all the other things people do to mess things up. I do not feel that verizon is a perfect company either. They really need to retrain people that work in their stores and people that we consumers talk to on the phones. There is a small percentage of bad seeds in every company that make the whole place look bad.

Similar Messages

Very disappointed in Verizon Wireless customer service

I have been a Verizon customer for about 10 years. The customer service is now the worst it has ever been. I have an upgrade due and i wish to bill my account. They say I cannot because my account was past due ONE time in the past six months. Past due for probably around 10 days. They say this is the reason why. When I point out to them that this is not their policy they do not care, they refuse to let me bill it. Their policy on their own FAQ clearly states:
What determines if I’m eligible for the bill to account option?
The following requirements are used to determine bill to account eligibility:
You must have a standard monthly account* for at least six months.
The maximum amount that can be billed to an account per bill cycle is $400, and the transaction can’t exceed this limit for your current bill cycle.
Note: The limit includes pending and recent transactions billed to your account by phone, online or in-store during your current bill cycle, For example, if you purchased a $100 item in-store and billed it to your account earlier in your bill cycle, your online bill to account transaction can’t exceed $300.
Your account must maintain a good payment history. (YES)
The account can’t have been interrupted for non-payment within the last six months. (IT HAS NOT BEEN)
The account can’t be more than $24.99 past due. (IT IS NOT)
The account must be permitted to make payments online. (IT IS)
Your account can’t currently have a security deposit. (I DO NOT)
The phones on your account can’t be interrupted for suspected fraudulent activity. (NOPE)
You must be the Account Owner or an Account Manager in My Verizon and process your transaction from the Upgrade Device page.
No where does it state what they have told me. I have a good payment history, I have not been interrupted, I owe no money. As far as
I am concerned I qualify just fine but they refuse.
At this point its the princible of it, Would I like to upgrade? Sure! But I wont, just based on the fact that I should be able to bill
it to my account and they refuse.
My contract is up in November, I will cancel and i will go to another carrier because basically the customer service and their
refusal to abide by their policy and correct this has completely turned me off.

The good payment history, as Ann154 states, means payment on time monthly. Instead of voiding a customer's "good payment history" for a late payment six years ago, for example, they instead limit it to the past six months. And the six months to wait for good payment history to be restored begins on the day the late payment was made. The policy might not suit what you want, but VZW is adhering to the guidelines with every customer. Telephone agents aren't able to change bill to account status, either.

Phone Dropping calls and disappointed in Verizon

Very disappointed in Verizon Wirelessly. Over the past year my phone has continuously dropped calls. It's getting worse and worse. I went from have decent service 3 years ago to only being able to talk in my bedroom and kitchen over the past year. over the past six months I had to start going outside and now that's become a problem. Even in the town I live there are now many dead spots. 90 percent of my calls drop a day. at times phone won't even ring Some calls and text don't even come through until hours later. People are thinking that I am ducking thief calls, and I'm tired of explaining the situation to them. To make matters worse I have contacting Verizon several times over the past year only to be given the run around. I've been promised help but nothing. some were supposed to call me back with a solution but nothing. I was told a tech was coming, never saw them. I was told to buy a network extender almost 300.00 dollars, but why should I have to pay for this when I'm alrwady paying you every month. I tired of giving Verizon the benefit of the doubt, but I'm close to leaving them and taking many in my community with me, cause im not the only one suffering. Verizon step it up and give me what you promised "the most reliable service in America"
oh and yes I have powered off phone, reset phone, replaced phones 3 times. I've done it all. So once and for all please HELP!!

I am very disappointed at Verizon. I am very very angry right now. I called their customer service about getting a second line on my account and asked them if they had a return policy or if the device is lost or stolen would I be liable. Both customer service reps that I spoke to on the phone both said that I would be able to stop the service as long as it was within the 14 days of purchase. The only money I would not get back would be the money that I would have paid for the telephone, the activation fee and that is ALL. I was going to take the risk and do this and ofcourse we would have to purchase the insurance. But I even had the second customer service rep verify with her supervisor that if the phone was lost or stolen that we could stop the service and would not be responsible for anything more and the two year activation would be stopped. She put me on hold and verified it and came back and said that I was correct and that that was true. So I told her then I will go ahead and go to a verizon store and purchase a phone. When I got there, I was told that it was NOT true. I asked them to open the conversation from customer service and they did and he saw it, but the supervisor at the store would not let me see it.. as if it is a BIG secret. If they can't be honest about it in the beginning then imagine how they are going to screw you in the end. I finally had to walk out and I am so so so disappointed. I want to cancel my existing service, but they have everyone by the balls... and they now it. Something has got to change... Government, NOW it's time to get involved. Anyone with me... say HEY!

Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

This is a long one, so you might want to get comfortable!
As stated in the "subject", we have been with Verizon for over 16 yrs. with NEVER a change to any other service...SOLID!!! We purchased 4 Samsung Fascinate phones at Christmas and LOVED them...until the latest update about a month ago. From that moment, it has been nothing short of hell!!! Dropped calls, no calls, voicemails on calls never received, failed receiving and sending of texts, email failures, internet malfunctions or no availability, phone locks up(happened before updates periodically, but not near as often)...the list goes on and on. Probably wouldn't have noticed the issues as much had we not had FOUR...but all four of us were having problems. After about a week or so, we went into a store and were told they didn't know anything about the issue with the phone(we had already put together the fact that it had something to do with the update!) and said they would "research" it and give us a call. The next morning we received the call stating that "yes" there were problems with the update and that we would need to come in and Verizon was offering 3 NEW phone choices as replacements. (NOT "LIKE NEW REFURB" phones...NEW PHONES) We went up to the store and picked the Charge...we are not "techy" folks, we thought it was the most like ours and then the sales persons tells us it is the best one to replace ours being a 4G and all and also stated she was surprised it was on the list as a "NEW" replacement...then the circles began. The salesperson went to order them and we were told they were out of stock and that the best thing for me to do was EVERYDAY dial *611 and ask if they were back in stock at the warehouse...not that she would continue to check, God forbid there be any customer care service...but for me to do it and she handed me a "Post it" sticky with the phone listed on it and *611...I guess in case I forgot the name and #...LOL
I called the next day and was told, "Oh, no, we can't help you here. You must go into the store directly." So, I explained what I had been told and was informed that the warehouse would sent out a message to let the stores know they must handle it in-house and not let the customer call the warehouse on this issue. I was then connected back to my local store, where apparently the call "rolled over" because it connected me back to the warehouse and that representative proceeded to tell me I had to call the store. I informed him that I had and it had come back to them AGAIN! He suggested I "try the store again", so I did. And, AGAIN, it rolled over to the warehouse...I was again connected back to the store where a "precious" sales associate informed me, "yeah, we're all out of them" and also when I explained that I kept calling the store but getting the warehouse, "yeah, when we are busy or something and don't answer, it rolls over there, sorry, you'll just have to keep trying"...!!! Then, last night while speaking with customer care Noah(who was AMAZING!!!), and after almost 2 weeks of being told that they were out of stock on the Charge phones(I'm still thinking NEW phones)...in fact, there were over 9000 in the warehouse and to let him get me connected with a technician to get these ordered out to me. I was then connected to Kevin. After going through my frustrations over the past couple weeks trying to get these phones, he informed that that I was again, misinformed and that they were in fact "out of stock" on these phones! LIVID at this point, I ask how in the world can 1 minute there be over 9000 and now NONE?!? That is when I am informed of the "like new refurbished" replacement. I can only say I lost my mind in that second!!!
I realize that we are mere shads in this ginormous pond called Verizon and my tiny $280 monthly bill is nothing in the grand scheme of what is Verizon. However, I have been a LOYAL, CONSTANT for over 16 years, spending THOUSANDS AND THOUSANDS of hard earned dollars with them and was happy to continue to do so until now. I also realize that there are 2 other phone options for us to choose from...but now it's the principle of the matter. It's one thing for me to buy a phone and after months of wear and tear, something go wrong with it and they send a "like new refurb" phone...I get that and we have used that service several times over the SIXTEEN YEARS+ we have been with Verizon Wireless. However, this is not that same issue...I bought a NEW phone and that NEW phone was working perfectly and we were all 4 completely happy with that NEW phone until an update was sent out that made the phones completely malfunction. I also realize that it was a Samsung update...but that is between Verizon and Samsung.
I think we've proven our loyalty over the last 16 1/2 yrs to Verizon...and do not feel it is unreasonable to think that they should send us NEW phones to replace this issue between them and Samsung. In the grand scheme of that, given our long history with Verizon...they stand to make another several thousands of dollars off of us, which, I'm pretty sure would offset the cost of these Charge phones. I know we are not the only ones having issues with this phone and feel everyone deserves the same courtesy with a new phone! I'm disappointed that Verizon's actions with me on this issue has me questioning my loyalty and looking at my options with other carriers...I think I've proven that I don't like change...I wish they would prove they don't like customer change and step up and send me 4 new phones!
Sincerely,
Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

@ spottedcatfish
April/May 1995...you do the math sweetie...
I realize that Samsung designed the update, not Verizon...however, Verizon and Samsung have an agreement with the phones offered, therefore, Verizon accepts any updates Samsungs puts out...that has nothing to do with me, until my phone is completely jacked!
If you read my post in completion, you would see where I stated that we have had on several occasions used the "like new refurbished" phones offer on our phones. This is exactly what we are doing now, except it was never stated to us in THIS instance that it was "like new", we were told "NEW"...however, it is irrelevant as being "like new" when there are none in stock to replace ours with. That was one of my points! At this time, with them being out of stock and us battling with them for TWO WEEKS over getting FOUR phones replaced...I feel they should send new ones if that's all they have in the options offered to us. So your statement of them "doing us a favor" is a pile of cow dung...but thank you for the input...
And, again, yes we still have the Fascinate because, as stated in my post, when I call *611...they cannot help with this issue...it has to be handle in the store and they say the warehouse is "out of stock" and we should just keep calling back everyday...
Thank you for your amazing reply!

What is the number for Verizon Wireless Corporate Customer Service Complaint for CA

My Complaint: I have been a Verizon Wireless customer for approx 20 years. I called customer service to seek an early upgrade for my daughter's phone. She is away in college and her phone is malfunctioning. She is eligible for an upgrade in approx 6 weeks so I did not want to spend the money on a replacement phone when since we were planning on updating to something newer. The customer service rep to me they could not do the early upgrade an to call back in a few weeks. After explaining this was unacceptable (I do not like the idea of a young female being out of state and away from home with no reliable means of communication), she places me on hold to later return with the only offer of I must purchase a new device through her ( over the phone) which will be shipped to me, the phone was priced $100.00 more than the online price (they will not price match), plus i must pay $30.00 upgrade fee, $35.00 activation fee and taxes on the retail price of the phone. I am upset and disappointed with the quality of service provided by Verizon being a 20 year customer. If not for the seriousness and urgency of this matter, i would not have asked for an early upgrade. It is times such as these that you get to see how much of a "valued customer" you really are. I guess you are valued as long as you pay your bill and continually purchase their products. I would like to speak with someone from Verizon's corporate or customer relations department. As of now I am really considering changing my service to a different provider. I have multiple accounts with Verizon and i will canx each after the current contract committment expire (starting with my daughter's phone which expires in 6 weeks) In the meantime I will go purchase her a new phone with someone else and take comfort knowing she will have reliable communication.

I started with them in 1985. It has been wonderful service but very expensive. They seem to operate on day of deposit day of withdrawal. That means that I have no benefits nothing beyond the normal customer if I don't pay my bill they shut me off. That's why I have switch to another provider and I have better service lower cost and better phones. you can't beat other providers I mean it. Please don't expect more from verizon other than a "pay me more money and I'll do what you want" because it's all about money. Read the transcripts from current Verizon employees all over the internet. The company is going down and they're taking customers with them.
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Verizon Wireless Customer Service Complaint

I want to either file a complaint for the horrible customer service I received from a Verizon customer service rep and manager or learn how to file one. I just transferred from AT&T 2 weeks ago and I am already regretting it. I cant seem to find an email to be able to do this. If I dont hear from anyone with Verizon Wireless, I will just let T-Mobile buyout my contract or anyone that wants to buy me out. Kathleen KBG Verizon Wireless Customer Support
Thanks.

Dear Verizon Customer Service
On the 3rd of October I came into the Verizon Wireless-4G store on 8726 S Sepulveda Bvd Ste C, Westchester, CA 90045 where I requested to set up a new account with Verizon and pre order a new iphone 6. The employee (Michael) who set up my account, copy pasted my address from my drivers licensee without verifying with me if it was my current address. After completing my order, I signed the contact only to find out later that the incorrect address was used. So I walked into the store a couple days later to notify your employee (Michael) that the address was incorrect, but he assured me that it could be easily changed once my phone was delivered to the store and my service was initiated with Verizon. Finally on the 21's of October, when I came in to pickup my phone and complete the application, (Michael) who had initiated my application was not present, so your employee Steve Martinez was left to complete my application. From the beginning he was not only very rude, but seemed unwilling to help me, mentioning that I should wait for Michael to continue with my application, but due to my limited time, I asked him to continue with the process. When I told him that I wanted to update my address, he told me that I would not be able to do that without a proof of address. So due to my limited time, I told him to continue with my old address, and I would switch it at a later time. He denied this request, stating that he would not continue with my application until I gave him proof of a different address. I pleased with him to help me figure out a way to solve this problem and try other options, but he absolutely denied all of my suggestions or requests, stating that the only way he would continue with my account was if I provided him proof of my recent move to a new location. Following this exchange, I tried to contact customer service for help, but they notified me that the only person that could help me at this time was an in-store representative Steve Mendez because my account was not yet active. No matter how many times I asked for his help, Steve refused to continue processing my account, going so far as to say that If I wasn't happy with his service, I was welcome to a full refund and removal from Verizon service. Extremely unhappy, I left the store and took a taxi to my rental office in order to obtain a copy of my lease agreement. Finally after almost two hours of transportation, I returned with all the requested paperwork, and found that (Michael) who had initially started my account was present.
At this time, Michael notified me that not only did I not need the extra paperwork to complete my order, but that he only needed my old address in the first place to initiate my account. So after couple waisted hours and 43.51$ dollars of taxi expense, I was finally able to complete my Verizon application with Micheal. As a new Verizon customer, I am very disappointed with the level of customer service I received from Steve Mendez, who seemed more willing to transfer me to another company that work with me to figure out a solution to my problem. I had looked forward to starting service with your company, and it is unfortunate that my first experience with your employee's was such a poor one. In response to the recent incident, I would ask that my account be credited the 43.51$ that I needed to spend on transportation moving back and forth to retrieve a document that was not even used to setup my account. I can send receipt as a prof.
Sincerely, Sonja M

Loyal customer very frustrated with Verizon and Verizon wireless

Moved to Off Topic board

Early Edge works by having you turn in the phone on the line that is early edge upgraded. You then start paying for the full cost of that phone over 24 months, sooner once you get to 75% paid off on that phone, where you can trade it in and start again on another phone, but you will have lost the money already paid up to 75%. When you trade in the phone for Early Edge and then trade in the new phone for edging up, the phones must be in perfect working order with no damage of any kind.
The money "saved" comes from being on Edge where, if the phone is on a plan with 6GB or more data, you save $25 per month on each Edge phone, $15 if on a plan with less than 6GB. However, you turn around and put that $25 back onto the phone payment each month, so you DO save $25/$15 but you basically break about even on a 6GB and greater plan after the phone cost.
BUT, in the end, if you get a better, more reliable signal from ATT, and you have an awful signal with VZW, you might consider a switch, but you'd have a large sum of ETFs at this point to cancel all 5 lines. There are also special stipulations as to who and when one can Edge up or start Early Edge, such as 6 months straight on-time payments.
Verizon Edge FAQs | Verizon Wireless
Early Edge is basically just starting the Edge plan early, so the above page should answer a lot of the questions regarding eligibility. Be warned however, that there are a lot of people with issues who decided to take advantage of this program, namely the trade-in process of sending old phones back and then finding charges on their bill for phones that were "not" received at the warehouse.
It is my opinion that you should not go this route, because if you have less than stellar service now, you are setting yourself up for possible frustration and another 2 years of disappointment.

I have been a Verizon Wireless and FIOS customer for as long as I can remember

I have been a Verizon Wireless and FIOS customer for as long as I can remember. The last 2 months has been the worst customer service experience I have ever had. I own a Samsung Galaxy S4 that I purchased through the Verizon trade-up program. Initially I thought this program was a great idea for folks into technical gadgets to trade-up to the next best phone on the market. Over the last month I have called customer service numerous times regarding dropped calls, no service, and most recently my Samsung S4 will not send or receive texts within 20minutes, it will not operate effectively with the limited apps I have on the phone and I must reset the phone 5-8 times per day to make a call. I called Verizon Wireless customer service multiple times. The last call revealed an error within the software that is not yet fixable for weeks or maybe months according to the technical advisor. Like many other customers my phone is the lifeline to my world outside of work and paying a premium for a service is more than affordable as my lifeline. To date Verizon will not honor a warranty on this phone (which is within warranty) and it took a similar act of congress to get the truth from a willing tech. This is terrible and beyond disappointment. I just ordered new service from the **** pile called AT&T and I hope that in the smallest regard I receive better service from them than I have experienced from Verizon in the last 2 months. I purchased a phone, I expect it to work and if it doesn’t I expect you to honor your promise of service. You failed. Want to make it right? Give me a call!

Search Samsung S4 + KitKat

Problems with Verizon Wireless BlackBerry Tour BlackBerry OS 4.7.1.61 update:

Problems with Verizon Wireless BlackBerry Tour BlackBerry OS 4.7.1.61 update - I was anxious to download the update to see if it addressed the sticky trackball problems and the low volume issue when using a blue tooth device. However, in the process of updating my BB Tour yesterday, the install stopped on the 8th out 12 updates. After a couple of 'retrys', the BB error message on the desktop came up which instructed me to: i) disconnect the device, ii) restart the computer. iii) restart the loading process and, iV) restore my data by loading the loader back-up file using Restore. Unfortunately my Tour was left without any software and the Desktop manager couldn't recognize it. The error message on the Tour was 503. Called Verizon Wireless tech and bottom line, the only fix is a new Tour, which they're sending me. Anyone else having issues with the update? Also, does it address the trackball and blue tooth issues?

I had issues with the trackball and had to have my Tour replaced. I was told this model does not have a removable trackball so the entire phone has to be replaced. My current one is working OK but does stick a bit. Seems to get worse over time. My wife's tour is newer and so far she is not experiencing the problem. Have not experienced a problem with the Blue Tooth volume.
I have another issue with this upgrade that I am wondering if anyone else has seen. My wife has the Tour as well. She was prompted to do the upgrade and went through it. It appeared to work except it blew out her Contact Alerts. When we put them back in we can no longer get the sound to play when she receives an SMS message in her holster. Vibration works but doesn't do any good when it is in her purse. Phones calls, calendar alerts, alarms all work in holster. As soon as we delete the contact alert the default SMS alert will play in the holster. If she takes her phone out of the holster the Contact alert will play. My phone is still running 4.7.1.40 and this function works fine. I am thinking about trying to put her's back to my version if possible but not sure the best way to go about this

HT201436 how to send a direct voicemail to an IPHONE from a Galaxy S III on Verizon wireless?

I can not send a direct voicemail using Promt 2 to send a message from my Galaxy SIII to an Iphone 5 or 4. Is there something I can do with my phone or should the iphone recepient do something with their phone so that direct voicemail can be achieved?
Both phones are on Verizon wireless. I tried to research this online. There is no information available at all! I called Verzon Wireless support, they did not know why. CAN ANY ONE HELP ME figure this out?
Thanks in advance for any help.
Alex

Try calling into your voice ail instead of using the Visual Voicemail. You can call in by dialing *86. Then you'll need to listen to the prompts. It used to be possible to send messages to other VZW users that way but I haven't done it in forever.

Using foreign CDMA phones on Verizon Wireless

Hi, I went to South Korea for an internship and was given a LG U+ Samsung Galaxy S2 from a relative. It is CDMA, and after looking at the specifications it seems like it should work on Verizon Wireless network. However I was told that non VZW branded phones will not work unless the ESN number is manually added so I'm looking for some clarification. I'm not sure if I posted this in the right section, but hopefully I can get my question answered. It would also be helpful if a VZW rep could chime in!

Hi lagmachine and congrats on the internship! In reagards to using your device in South Korea, we would need to check the ESN to make sure the phone is compatible with our network. Additionally, you would need to activate service. Since we're not the carrier in South Korea, you would pay international roaming charges.
ChaunceyM_VZWSupport
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AT Commands for Verizon Wireless USB760?

This cellular modem seems to respond to some AT commands (like AT+CSQ and AT+IPR?), but not other (like AT+CREG?). Novatel Wireless technical support and Verizon Wireless technical support have not responded to my queries regarding what AT commands ARE supported by the modem. I tried AT+CLAC, which is supposed to cause the modem to list all supported AT commands, but, surprise, that command is not supported either. Can anyone point me toward a list of the AT commands that this modem supports?
Thanks,
Don

I know this is an old post but for future researchers, these are the commands to reset the USB devices used with VZAM. These are to used with great care as you could mess up your device if entered incorrectly.
When you open it again it will rebuild the proper files and should resolve this concern.
*Note: The commands must be typed precisely as shown or it can render the device unusable if customer gets it wrong have the exit the window and try again.
1. Open VZ Access Manager
2. Hold down the Control button and type T (this should open the DOS prompt box)
3. Type ATZ and then click the Enter key (it should then respond OK)
4. Type AT$QCMIPP=0 (the last character is a zero) and then press the Enter key (it should then respond OK)
5. Type AT$QCMIPEP=1 and then press the Enter key (it should then respond OK)
6. Type AT$QCMIPGETP and then press the Enter key (device information will be displayed)
7. Close VZ Access Manager
When you open it again it will rebuild the proper files and should resolve this concern.

Home Phone Service via Verizon Wireless needs some SERIOUS rethinking!

Has anyone else signed up for home phone service over Verizon Wireless?
Here in LA, they offered a $19.99/month deal using the wireless service - a box provides the service, and you plug your home phone in. The service is adequate, but somebody forgot to think about how home phones work. I tried to get my billing set up through my bank, and after getting no notice for three weeks, I got a message in my email box that my bill was delinquent, and I owed a late fee. I had tried to set up the billing via My Verizon, but could never get a password to work. I finally got a phone number to call, and they sent me a new password via text message - to a home phone with no text capabilities. After hearing and seeing nothing for another two weeks, I called again, and they told me they'd sent the message. I had to remind them that this was a home phone - no texts. So they offered to send me a letter with a new password, within 7-10 ten days. It arrived two weeks later, and didn't work. Each of these phone calls took about an hour, and I still didn't have a connection.
I put the bills (now up to two delinquent cycles) on my credit card, just to bring thins current, and got one more password. This time I called BEFORE trying it, and with the assistance of a more determined tech, got an ID and password combination to work. I can now see my bill. I still don't know if the autopay will work, and I have no idea if there's any way to get a notice that the bill wasn't paid.
I cancelled my AT&T service because of its cost, but at least its billing worked. Verizon has some serious rethinking to do about how it's billing system works for home users. And they didn't lock me into billing hell for two years.
The topper is, today, I got a notice from Verizon that I've been delinquent in returning a refurbished instrument I never received, billed to a phone number I don't have. And of course there's no phone number to call to straighten it out.

Hello KeyGroupGJ!
Wow, Im sorry for all the issues you have had with the Home Phone Connect service! I'd really like to assist you. You mentioned that there is no number to call to get this straightened out. No worries, there is no need to call us, since I can reach out to you. Please send me a direct message with your name, your mobile number, and a good contact number for you. I'll be happy to assist you!
Christina B
VZW Support
Follow us on Twitter @VZWSupport

Verizon Wireless keeps dropping the ball.

Back in March 2012 I was tired of the billing issues T-Mobile had with Suncom UnPlan users and decided to start shopping for another account.
My employer had a discount at all of the major Wireless Providers.
I called Sprint then AT&T saving Verizon for last. Both Sprint and AT&T had decent rates but when I called Verizon the sales agent made a compelling quote.
He offered me the 2000 Minute Family plan with Unlimited Talk and Text for $120 for 5 lines. He then offered me a smartphone for free with 4GB data for $30 more per month plus I would get a 20% discount. This rate was within my budget and about the same as the rate I had with T-Mobile. He gave me an estimate of the monthly cost and it was around the $150 rate. I agreed to the deal and we conferenced with the 3rd party for the contract.
I received my phones fairly quickly. I also quickly noticed the Verizon Coverage was not as good as T-Mobile especially in my house. Verizon shipped a free network extender to cover that gap. After about 1.5 months of service I received my first bill and it was huge. They had charged me activation charges for the lines that was not discussed by the salesman plus they had added $50 of monthly line charges and partial pro rated line charges that I was not quoted.
I called Verizon ready to disconnect. I ended up talking to Executive Support who corrected the billing but to my concern they did it by adding a "promotion" that would expire and I would have to call to have re-added once it expired. At least the bill was correct and I paid the same rate for a year as a loyal paying customer. Once the year had passed the "promotion" dropped and I had to go through a huge hassle to have it re-added again but they did, I was also encouraged to drop to the 1400 minute plan since I wasn't using very many minutes.
In October 2013, I contacted Verizon exec support to see if I could take advantage of some phones Best Buy was selling and to make sure my rate would not increase. The agent helped me do early upgrades and said everything should be fine. But, after the year was up they added the $50 monthly charges again. I called back to have the bill corrected and they said they would contact a department to see if they can put the "promotion" back on my account. I did not receive a call back. 1.5 months passed and I was getting the dirty Verizon calls where they didn't leave a message and answered one of them. It was billing wanting me to make a payment. I had been paying monthly, and the same rate monthly but they were wanting more but they had not contacted me back. I was hung up on 2 times in the IVR system then finally spoke to an agent. She promised to have a supervisor on the line and after about 45 minutes of trying she promised they would call me back which they did not. I then contacted VerizonWireless on Twitter having a very public expression of my ordeal and also getting quotes from Sprint and AT&T responding to those very Tweets. AT&T wants my service for $155/mo for 5 lines, 2 smartphones, 10GB shared Data, unlimited talk and text which is very comparable to what I have been paying Verizon without the $50 line charges. I finally was able to get an Executive support person on the phone and she was rude, un-understanding, and ended up rudely hanging up on me. I called back to support and wanted to complain against her and her refusal to escalate along with the hangup. I was promised again a callback. At one point I had told the Executive support exactly what I want out of this situation.... either:
1) Correct the billing, Remove the $50 monthly charges as my verbal agreement in the initial sales call was defined.
or
2) Remove all charges, no disconnect charges, we can wash our hands of each other and I will begin anew with AT&T.
Before hanging up on me she offered a $200 one time credit but no permanent billing fix. She welcomed the disconnection of my service and offered no termination charges for one of my 2 lines still in contract. I informed her I did not consider being within any contract once they breeched it by adding charges that were not agreed to in the original sales call/contract.
After contacting Customer Service again the agent I spoke with was appalled by the way I was treated and assured me they would escalate to the level beyond the agent who hung up on me and promised a callback. She also noted that the account shows they had offered a $200 credit every 4 months which exactly offsets those monthly charges and I told her that was EXACTLY the kind of thing that could resolve this for us and I was good with that. She said she would apply the credit and it should show up within 3 business days. I continued to check and almost 2 weeks passed. No credit has been added.
I called back again tonight 6/27 and asked the agent when the credit would be applied... She told me the credit was pending a supervisor approval and couldn't guarantee me that it will ever be applied. I explained how many hours I worked on this and the time I have invested along with the mental anguish. She wanted to consult with someone after she had me tell her the whole story again and was away from the phone for some times. Once she came back she pushed the point everyone at Verizon wants to make telling me the promotion expired. I had to keep explaining the promotion was only placed on my account to correct the billing issue caused by the rate the sales agent had sold the service to me. I told her I didn't care what they wanted to call the price correction as long as my bill was back down to the affordable rate. She wasted 1 hour of my time tonight. Again I have the promise of a callback. I thought 2 weeks again this issue was totally resolved but it appears it is happening again.
Now I must mention the other issues I have had with Verizon. And the other hours of calls related to the LG phones sent to me originally and how I had to send d back 8 piece of junk phones with issues such as charging issues, non responding keys, screen not responding, microphone failure, etc. And the torture it took to get Verizon to send replacement Samsung phones for these units. Verizon wrongly made me purchase all of the back plates and batteries instead of providing those.
Another issue was he hassle I had with BestBuy where they couldn't sell me the phones due to Verizon having my Droid Charge showing up as an Unknown Device in the system. This disrupted the BestBuy system and cost me hours of support on the phone/ at the store/ backing up lines. Etc. Best Buy was at the point where they were just going to give us the phones because of all of the trouble. All of the trouble stemmed from how Verizon changed the phone to an Unknown device in punishment for having an unlocked device.
Another issue was with coverage at my Son's college. They had almost zero coverage and Verizon support put in a ticket to investigate. They found it was due to coverage. The agent that put in the ticket said they would provide him a range extender at no cost if they found it to be an issue with coverage. When I called back to have the range extender shipped they balked. The person on the phone pretty much called me a liar and I had to go through executive support again to have the range extender sent to resolve his problems.
All said, Verizon has an investment in me, they have provided 2 range extenders. The have corrected errors that resulted in activation fees. They corrected pricing errors by adding a counter acting "promotion". They still are more expensive than AT&T even without those line charges. Why can't I just have the original deal honored. Why does my time and investment selecting a service, listening to a sales pitch, accepting a deal, not count for anything? Why must I spend hours on the phone to get things corrected? Why was I sold a non-standard plan? Why do I have to shop again for service? Why not just honor the original deal? Why is Verizon more expensive than AT&T? Why does Sprint/AT&T/ and T-mobile have better coverage locally than Verizon?
Please send this information to the CEO.

TonyD_VZ wrote:
I'm not sure you fully read/understood my wordy post. A sales agent made an offer (verbal contract) which I used to select Verizon's service. There was no "pro ration" talk. I know most people probably physically travel to a dealer and make their wireless purchase, this was not the case for me. I did not sign a contract. I listened to the telephone salesman's sales pitch, entering into the contract on his word. I did not use any other method to "validate" his offer as I trusted him as an agent of Verizon Wireless and took his word much like you would accept the word of a car dealer if he told you the price of a car also included free oil changes and a free tank of gas monthly. If you went to the dealer and they started charging for oil changes and gas after the sale was made based on the salesman's offer, it would be a breech of the verbal contract and it is very likely that a lawsuit would award the plaintiff a victory (If there was any way to prove the wording of the verbal contract). Lucky for me, Verizon Wireless records their sales calls and a third party is engaged to verbally witness the contract "signing". Though my wordy story is confusing due to the convolution Verizon has spun into this web, the issue here is entirely based on the initial offer I accepted from the sales agent. I would not have selected Verizon's service if the offer had been $50 more per month like they are now trying to charge me.
I understood your post just fine. What I am pointing out is the fact that the customer agreement specifically states no other "contract," verbal or written, overrides the customer agreement.
"This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement. This agreement isn't for the benefit of any third party except our parent companies, affiliates, subsidiaries, agents, and predecessors and successors in interest. Except where we've agreed otherwise elsewhere in this agreement, this agreement and any disputes covered by it are governed by federal law and the laws of the state encompassing the area code of your wireless phone number when you accepted this agreement, without regard to the conflicts of laws and rules of that state."
So, no, there was no other binding contract you or Verizon entered into. Their customer agreement is quite clear about that. No analogy or comparison to any other type of service or contract applies here. You consented to the customer agreement which includes the above statement. I am not saying I agree with it or like it, but that is the contract you agreed to.
The recorded call and third party witness won't help you. It doesn't matter what the agent said, or what anyone witnessed other than the Verizon Wireless Customer Agreement. Having said that, the contract for service doesn't include pricing, only that you will maintain service for the duration of the agreement. The plan, pricing, and features are not part of it. Neither is a guarantee of an employee discount. If you have a discount that applies when you sign up for service and then change employers during that time, you will lose the original discount as it is not part of the contract. Additionally, the customer agreement states that no class action lawsuits are allowed.

Open Letter to Verizon Wireless

Dear Verizon,
     I have been a loyal customer of yours for about 11 years now. You have been my only cell phone service carrier since I was 16 years old. You have been able to keep me with you because of your customer service and your coverage areas. However, I feel that we have just grown apart these last few years. .
     You see, though your service fees have always been higher than the competition. I was always able to justify the expenditure because of your excellent coverage, unlimited data plan, and excellent customer service. There was a time when my phone was broken and I was still months away from getting an upgrade, but you allowed me to do so anyway. That is great customer service. I cannot tell you how many times I have been out in the middle of nowhere lost, yet still had service to use the GPS to guide me back home. That is excellent coverage. In addition, your unlimited data has provided me with access to the internet and netflix when I could not afford cable which has been extremely valuable.
     However, I just do not think you love me anymore Verizon. It all started a few years ago when you decided you did not want to provide your customers with unlimited data. I was able to upgrade my phone to 4G and was still grandfathered in, so you didn't hurt me too much. Then, you decided that you were not going to honor grandfathered data plans with phone upgrades, which stung all the more. Now, you have decided that you no longer love me by throttling the data for those of us who are still grandfathered in. You say it's not throttling, but let's call it what it is, throttling.
     I spoke with your customer service (which as I mentioned has always been 5-star), and I was trying to see what I could do to lower my monthly bill. To my dismay, I found that I have only two options: 1) upgrade my phone and receive a new 2 year agreement, or 2) buy a new phone with Verizon Edge, either upfront of have my payments spread across 20 months, and pay roughly the same amount as the 2 year agreement price. Both of these options will cost me roughly the same amount of money that I currently pay. In addition, I asked if I could keep my existing phone and get the cheaper Verizon Edge plan, but I was told that is not an option. In essence, to continue to do business with Verizon, I will be forced to pay for a product I don't necessarily need. I feel like President Obama is in charge of your company now, requiring everyone to buy what he mandates. There's no freedom of choice, and as a son of a Veteran, I truly value freedom.
     You see, up until now I have been able to justify your high prices for service, coverage, unlimited data... but I just cannot be in this relationship anymore. I know you've tried to woo me back with "Unlimited nationwide calling and text messaging." The truth is, I've never used more than 100 minutes on the phone, and I already paid a premium to have unlimited text messaging... and I was ok with that. To be perfectly frank, what I'm saying is that your new plans suck and add absolutely no value to me. In fact, I would say your new plans have much less value to me now than before. I get much less than I had before (as I stated, your "unlimited nationwide calling" adds absolutely no value to me), and my rates will not go down, it's baffling.
     I just wanted to let you know that I will now be acquiring internet, a much cheaper plan with another carrier that has unlimited nationwide calling, text messaging, and enough data to satisfy my needs, and a carrier that provides coverage where I need it. I will be getting all of these things for less than I am paying you now (and less than I would have to pay with your new plans). So I guess what I'm saying is that I am breaking up with you. It hurts me, but I know you care more about your bottom line than customer loyalty, and I can understand that. I am a proponent of capitalism. However, I am also a believer in free markets, and I believe (and I think other long-time customers will soon find out) that you now offer an inferior product based on price. Because of your short sighted plans to raise revenue when the overall economy is down, you will hurt yourself more than you will help yourself in the long run. I am only telling you that because I care. It has been a good ride, but I must now leave you before you lure me back in with false hope of ever getting better.
Sincerely,
Paul H.

Amen to this wonderful letter!!! I have been with Verizon wireless FOREVER!!! They were wonderful---key word being WERE!!   I can't count how many times & ways I contacted Verizon 2 weeks prior to my phone upgrade date---only to be told each time that I could not upgrade 2 weeks early (my phone at the time was deemed useless). Had to wait for THE date. Well, I went to a Verizon store several days before THE date and surprise..... the salesman let me upgrade my phone!! He could NOT believe that the phone reps or computer "chat" reps would not allow me to upgrade! Well, I did the upgrade for myself and my son (Samsung S4 for me and S5 for my son). I almost passed out when the salesman told me how much I owed!!   What shocked me was the "line activation fee" for the 2 phones we purchased!!   WHAT??!! Line activation fee???   The lines were already activated!! OMG Verizon----- you are getting to be just as bad as Time Warner Cable!!!

Disappointed in Verizon wireless!

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