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when will fios broken software for "Update Your Information" be fixed ?

Posts: 4
Registered: ‎09-16-2014

when will fios broken software for "Update Your Information" be fixed ?

Message 1 of 2

I have a primary and 4 secondary email accounts. Today I cannot use the secondary accounts due to update in verizon fios internet sign-on security software. It provides a "Update Your Information" screen for me to "create password", "Confirm password", "select a security image below", "create a name for your security image", "secret question", "secret question answer." I do all these steps and it appears to be ok. Next window provides the sign-on screen, so I sign-on with the new password and it takes me back again to the "Update Your Information" screen. I repeat the process and again the response is the "Update Your Information" screen. over, and over and over again.

Next I try to sign on with old password and that takes me back to "Update Your Information".

This happened 3 times last night before I decided to rest and hope verizon would fix the software.

Alas, same problem continues today.

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Moderator Emeritus
Posts: 238
Registered: ‎07-06-2016

Re: when will fios broken software for "Update Your Information" be fixed ?

Message 2 of 2

Hi robinbird,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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