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I have a new phone and cannot get it activated to use on my…

Customer Question
I have a new...

I have a new phone and cannot get it activated to use on my existing account.

Technician's Assistant: When were you last able to use your phone?

I have not been able to user this phone at all

Technician's Assistant: Have you tried a Factory Reset? The phone expert can walk you through this to ensure you don't lose your photos, contacts and other data.

There is no data to lose since this is a new phone

Technician's Assistant: Anything else you want the phone expert to know before I connect you?

I do not think so. Do you need to know the phone number associated with my account

Submitted: 11 months ago.Category: Android Devices
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Answered in 10 minutes by:
8/2/2017
Android Device Expert: Josh, Technician replied 11 months ago
Josh
Josh, Technician
Category: Android Devices
Satisfied Customers: 21,964
Experience: Android technician
Verified

Hi! My name is ***** ***** I will be assisting you. Let's get started!

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Android Device Expert: Josh, Technician replied 11 months ago

Who is your cell phone carrier?

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Customer reply replied 11 months ago
Verizon
Customer reply replied 11 months ago
This is my friends phone and I am not surre she would want to spend $20.00
Android Device Expert: Josh, Technician replied 11 months ago

Okay, let me know if you wish to continue.

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Customer reply replied 11 months ago
continue
Customer reply replied 11 months ago
the phone is a galaxy J1
Android Device Expert: Josh, Technician replied 11 months ago

What is the error message that you see?

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Customer reply replied 11 months ago
I do not get an error just a message that it will not connect due to the phone has not been activated
Android Device Expert: Josh, Technician replied 11 months ago

Did they call Verizon to activate the phone on their account?

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Customer reply replied 11 months ago
Cannot connect to a live person at Verizon with the phone number we have.
Customer reply replied 11 months ago
I tried and got the message that a network connection is not available
Android Device Expert: Josh, Technician replied 11 months ago

Please call 1-***-***-**** to speak with Verizon

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Customer reply replied 11 months ago
OK is this the end of my support with you?
Android Device Expert: Josh, Technician replied 11 months ago
Verizon will need to handle it from here.
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Customer reply replied 11 months ago
I called and this was no help it told me to log on to her account at Verizon and she is nott a computer user so I do not think she has any idea.
Android Device Expert: Josh, Technician replied 11 months ago

You said "it" told you -- Did you speak to a live person? They can activate it over the phone with you. I have activated hundreds of phones.

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