Re: The My Verizon app

[Robin Frost]

Hi,

I just wanted to add a bit more information to the issues encountered with the broken accessibility of the My Verizon app for the management of account related issues.

Firstly just so others aren't taken by surprise the "tech coach" service Anne mentioned is not just available to all customers.  It is a subscription that customers can subscribe to for a fee. It is also often bundled with other subscription services such as protection plans for devices on an account. I just wanted to mention that so people wouldn't be wondering why they either hadn't heard of it or couldn't use it if they tried without being subscribed to it.

I also wanted to alert people to the fact that managing add-ons to various lines is not only inaccessible in the app but also on the Verizon wireless website in any browser under Windows with both JFW and NVDA. If you have more than one line to manage the on screen element pertaining to each line speaks the account owner's name but not the phone number associated therein that identifies the line. This is displayed visually on screen which was verified for me through an Aira agent who helped me accomplish my given task that wouldn't have been manageable for me as a blind person any other way.

I have communicated clearly the issues surrounding this inaccessibility to Verizon via phone and via their customer service support channel via twitter

@VZWSupport

and I also tweeted at Verizon's North American CEO and chairman

who can be found on Twitter

@@hansvestberg

Here's hoping that making them aware of this situation will hasten a remedy as the amount of account related tasks impacted is ever increasing especially if one is needing to add new devices and manage them.

Take good care.

Robin

On 4/21/2020 10:18 AM, Robin Frost wrote:

Hi,

Well I might be throwing a wrench into your theory I have no shared users just me with two devices does that count as shared users? And I have a friend who has two users on her plan and she didn't get the new version or the appearance thereof of the new version of the app till yesterday? So maybe a staggered roll out for content if not versions of the app? It's hard to know the latter because now no one can get VoiceOver to read version number in the about section of settings if you can even get there.

I'm glad you found someone so willing to help.

How did you get in touch with these tech people?

Take good care.

Robin

On 4/21/2020 10:11 AM, Anne West wrote:

Right on Robin! Thanks for your comments. There is another issue with the My Verizon app.

 

Last night, Diane and I enlisted a friend to test his app. It was as before which we didn’t understand. We are thinking that those of us who have shared plans have the new format and people who are individuals have the former app. I have 7 people and Diane had 3 people on her plan.

 

The rep I talked to yesterday was very interested in the app issues and he escalated it. We shall see!

 

Anne

 

From: viphone@googlegroups.com <viphone@googlegroups.com> On Behalf Of Robin Frost
Sent: Monday, April 20, 2020 18:24
To: viphone@googlegroups.com
Subject: Re: The My Verizon app

 

Hi Anne and all,

I posted about this situation last week and i"m glad that you joined me in reporting this issue. As to others reporting no problems with it perhaps this is explained by the fact that not all sections of the app have been equally impacted. It appears to me that the up rewards area and the billing area are still fine but what is now the combined manage devices and plans area which used to be separated manage plans and devices by itself are now combined and are unreadable or nearly so with voiceover in play. The settings area of the app is another hard hit area.

I also mentioned that last week a friend of mine who is also a Verizon customer seems as though she's viewing a completely different version of the app as even the sections of the app are appearing differently. For instance by her manage plans is still separate from devices. Why this is I do not know. And why such a huge corporation whose purpose is to provide mobile connectivity would roll out a major app update just as the world shuts down will forever be beyond me.

But Anne I'm here to say again I can absolutely verify that which you are saying and I can do little in the way of paying off a device or upgrading a device or switching plans right now myself in this app and it makes me really upset.

If you'd also like to tweet at them if you've the means to do so they are at

@VZWSupport

Thanks to all who attempt to reproduce the difficulties and report them if you do.

For those of us for whom accessibility is now broken the situation is really difficult as getting customer service on the phone is really not going well and in my case when i did they didn't seem able to help with my account related issue anyway.

Here's hoping through polite and consistent communication accessibility can be restored to this vital app for account management.

Take good care.

Robin

 

On 4/20/2020 4:23 PM, Anne West wrote:

Hi all!

 

Yesterday, I went to the My Verizon app to get info and found the app to be totally different and not accessible. This morning, my sighted friend, Hope, was here and spent a lot of time with me attempting to find a way for me to access info on the app. The app has been very Voice Over friendly but it’s not now. The info I wanted was on the screen but we couldn’t figure out how I can access it.

 

Being pro active, I called the Verizon Tech coach and spoke with Andre who was very interested in what I had to say. I’m not going to write a novel but will say the app needs serious help. I’m only one person of many so if other Verizon subscribers could call to note the many issues, maybe something will be done. I am extremely disappointed with the latest app revision. It is not at all user friendly. I needed sighted help for most items on the app. Thanks in advance.

 

Anne West

k1stm...@gmail.com

 

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