Android, iOS & Mobile Phones

[DavidHanulLee]

Hi,

I am planning to upgrade my phone in this coming Black Friday.

The problem is, my wife and I are traveling to another country, so we would have to purchase via online.

When I try to see how it works, it checks the upgrade status after entering my phone number and password for Verizon.

And then, I see two phone numbers to select which one would be upgraded.

After I select one number (both are eligible to upgrade),

I see "Connecting to account" message and then "Checking upgrade status"  message.

After a few seconds, I see the message Hang with us while Verizon reviews your account.

It gives 1 minute to wait, so after I wait, I press continue, the same thing goes from Connecting to account to Hang with us while Verizon reviews your account. message.

What is the problem of checking the status?

Is there anything I should do before I leave the country?

Please advise.

[bobberuchi]

I think the first thing you may want to do is try logging into your Verizon account online to make sure the user name and password are correct. 

This happened to me the first time I tried to upgrade online.  That was my fault.

It could also be your browser and or computer securtity settings.  Security with Cell phones is taken very seriously.

First I would try a different browser. 

Clear your browser history and make sure your accepting cookies.

Also take a look at your Internet Properties in the control panel of your computer.  Your security setting should look something like this.

From the Internet Properties Window click on the Trusted Sites.  You can try adding Best Buy and Verizon to Trusted sites.

Finally, go into Windows Explorer and right click on your C:drive and select properties.  Run Disk Cleanup  then go into Tools and Defragment and run error checking.  Warning Error checking may take up to an hour.  . It is amazin how many computer problems can be fixed by this three simple step. I run all three every Tuesday night on my work computer. 

[DavidHanulLee]

I tried everything already with 4 different browsers and I am sure that I know my id and password.

Thank you for the reply though

[bobberuchi]

My apologies just trying to help.

[Allan-BBY Senior Social Media Specialist]

Hey DavidHanuLee,

It sounds like something might be going on that we need to look deeper into to. I would suggest going to your local Best Buy store to have a mobile associate look at this for you, or you can call 1-888-BestBuy and ask for our mobile team to troubleshoot this.

Thanks,

[DavidHanulLee]

I went to the local store yesterday and the answer from Best Buy was to contact Verizon.

I contacted the Verizon and they also blame Best Buy.

Where should I go now?

https://forums.bestbuy.com/t5/Other-Customer-Service-Support/quot-Verizon-Denied-Your-Upgrade-quot/t...

I think this guy had the same problem.

[bobberuchi]

What particular phone are you trying it with. Or just a random phone for the experiment

[bobberuchi]

I just tried it with a Pixel 3XL for my wife a few seconds a go and it works just fine.

However, I do think the issue was at Verizon wanting to verify I was logging into my account from BB web site.

I went to Verizon and logged in.  they wanted to confirm i was trying to log in. So I had to get a text code and enter it. 

Went back to the BB web site and I was able to get all the way to the final checkout button

Honestly it does not point to an issue with Verizon or Best Buy. 

Update your browser.  Perhaps even go and change your password at Verizon

[Allan-BBY Senior Social Media Specialist]

Hey DavidHanulLee,

Have you tried calling 1-888-BestBuy and asking for the Mobile team?

Thanks,

[DavidHanulLee]

I was never asked to confirm the other website log in from Verizon.

Yes. I tried changing the password.

Yes. All my browsers are updated up to date.

I will try to visit local store again and if it doesn't work, I will call Best Buy help center.

I guess I am not the only person having this issue:

https://forums.bestbuy.com/t5/BestBuy-com/Upgrading-Verizon-Cell-Phone-Issue/td-p/1109128

https://forums.bestbuy.com/t5/Other-Customer-Service-Support/quot-Verizon-Denied-Your-Upgrade-quot/t...