Verizon Member Services

Verizon is a telecommunications company that offers wireless and telephone services, Internet access, and television streaming to home and business customers. With over 153 million mobile customers in the United States, it is not surprising that Verizon has developed a robust phone-based customer service system.

Why Do People Call Verizon Customer Service?

People make calls to Verizon for many reasons, including:

• Purchasing new wireless or mobile services and devices.
• Upgrading, changing or canceling plans.
• Technical support and issues with service quality.
• Questions about services.
• Changes in customer information, such as contact information or customer names.
• Questions about bills.
• Requesting payment arrangements.

Calling Verizon Customer Service

There are several ways for customers to connect with Verizon by phone:

• Call one of Verizon's toll-free numbers: Customers should be aware that there are different phone numbers for prepaid and postpaid customers.
• Dial *611 from a Verizon phone.
• Request a call-back from Verizon's website. Call-back appointments can be set via the website as well, providing additional consumer convenience.

Calls made from a device or number recognized by Verizon are answered by an automated voice system that greets the customer by name. While Verizon offers 24/7 automated phone-based customer service, live customer help is available Monday through Friday from 7 am - 9 pm and weekends from 8 am - 9 pm. All hours are in local time.

Verizon also offers a dedicated customer service center for current customers who have disabilities. The Verizon Wireless National Accessibility Customer Service Center takes calls Monday through Friday from 8:30 am to 5:30 pm eastern time.

Verizon Phone-Based Customer Service

Many consumers prefer to speak to a live person when making a purchase, asking a question or attempting to resolve a problem. Verizon's voicemail system will ask questions about the reason for the call: "Yes" or "no" answers direct the call to the appropriate customer service department.

Callers who want to speak to a representative directly and don't want to bother with the menu can hit "0" at each prompt. Eventually, a representative will get on the line. Verizon maintains both standard call centers in many parts of the country, as well as a network of home-based support representatives.

How Do Customers Feel About Calling Verizon?

Consumer sentiments regarding Verizon vary: Many people have had satisfactory experiences with Verizon phone representatives while other customers are less happy with the service they received.

One area of frustration for some Verizon customers has been getting accurate information regarding when an area outage will be resolved. This can be a significant issue in areas affected by bad weather or 5G tower upgrades.

However, many consumers report positive experiences, including customer service representatives who were willing to stay on the phone with a caller as long as it took to resolve complex issues.

Notable Cases

One case that caught some media attention involved what appeared to be the theft of a phone after it was shipped from Verizon to the customer. The customer received an empty box that appeared to have been tampered with by a phone thief.

Phone calls to Verizon were ineffective at getting the phone replaced. Verizon phone representatives blamed the shipping company and the shipping company told the customer to ask Verizon for help. Despite several customer service representatives telling the customer that someone would address the issue, it took a third-party intervention to resolve the situation and get the customer a new phone.

What Issues Can Verizon Customers Resolve Over the Phone?

Most consumer issues can be resolved by Verizon experience representatives via a phone conversation. These issues include:

• Billing questions, including researching and removing erroneous charges
• Changing plans and services to suit customer needs
• Selecting and upgrading devices
• Addressing possible technical issues with devices or phone service
• Scheduling service calls or appointments

Other Issues

Some issues are difficult or impossible to resolve with a phone call, however, a Verizon customer service specialist can often advise you about the steps you can take to address the issue. If your device or equipment is malfunctioning or broken, for example, you'll need to bring the device to a store, return it by mail to Verizon, or schedule a technician visit.

Unresolved Issues With Verizon Telephone Customer Service

While Verizon's customer experience representatives are generally effective at addressing common complaints and issues, not all callers will be satisfied with the level of service received. If you are unable to resolve your issue with Verizon over the phone, consider taking one or more of the following steps:

• Contact Verizon through other means, including email, web-based chat, or social media platforms. One advantage of addressing customer service issues via text is that you may have an easier time communicating your situation to the representative. You'll also have a record of the communication that could come in handy later.
• Call customer service again and speak to a different representative. Representatives are individuals and some may be better able to understand and address your concerns.
• Visit a Verizon store. Talking to a Verizon representative in person may be more effective than phone communication. In addition, store personnel can inspect and, in some cases, service your device or devices.