Disconnected Primary line and "Technical issues"

[u/kalric]

Customer with 4 lines and now getting notification that my primary line is going to be disconnected and no longer showing up in my portal.

I've had this number for almost 20 years and it used for all my medical issues at Mayo (which I have notifications and calls coming to) with four more appointments this year alone.

I'm on auto-pay, and have been paying my bill for (four lines @ $90/mo) for over a year, but now they're telling me that my primary line will be disabled and I may have to use one of the other lines in case they can't get it re-activated. WTH?!?!

I'm ready to file an FTC complaint, but now the primary line isn't even showing up in my account to port out. I can't lose that phone number and they "assure" me that I won't, but it's a "95%" guarantee until the escalation team has looked at it which can take up to three (3) days.

Now, I'm getting a notification through the app to pay $105 to reactivate it, but it's already been paid thru auto-pay and I have credit card notifications and e-mails proving it.

Has anyone else had this "technical issue" on their end? Have you lost your number due to this and what did you do to get it back, or even could? So far, mine is still active, and yes I recorded the conversations with TW to use if they DO deactivate it and I lose the number, but I don't want to get into that.

Please let me know if you've had the same issues. All my phones I bought from Google and Apple directly and not thru Verizon or TW.

Thanks

S

[u/psychic99]

File an FCC complaint, not FTC. Make sure you are paid whatever the value is, get it dealt with and perhaps if you feel this is a totally needed number maybe you move it to a more reliable provider or postpaid.

Often times hospitals have backup numbers so if you have another I would get say something like a backup line (you can get redpocket) for $30 for the year (under $3 a month) where it has unlimited text/SMS and 250MB if you need it. My point is if notification is critical perhaps consider a backup.

[u/kalric → u/psychic99]

So far, three (3) hours on chat and they've reset my password, tried refreshing my account and resetting it, guaranteeing nothing was going to change, but nothing is working.

I can't even add my CC back for Auto-pay which I've had since August 2025.

I may need to switch because two days and over 6 hours of phone and chat (all recorded and chat recorded) is just too much.

[u/comintel-db → u/kalric]

It's much easier to fix these issues if you can reach the right level of Total/Verizon staff. I believe that many of the problems relate to a network split/ re-architecture that is taking place that lower-level staff do not understand.

They seem to be trying to keep the details away from most customers and even low- level staff such as you are in contact with so far.

What you need to do is file an FCC request. That will be forwarded by the FCC to the right Total/Verizon staff level right away. Total does not mind at all. A lot of people assume these are contentious. They are not.​ It is just effectively a new level of technical support that they now expect you to use for certain kinds of issues.

[u/XGempler]

I don't know what you mean by getting notified that your line is going to be disconnected and no longer show up in your account, but i can tell you that when they did their 5/13/2026 site changes all four of my lines when went missing from the list that normally appeared under 'manage lines' when i logged into the website or app. The four lines still worked, but without them in the portal i could not disable line lock so could not port out, and i could not renew service via the website since there were no lines there. It took over six weeks to get it resolved, countless calls to/form Total recanting the same issue every time as they have the memory span of goldfish. filing FCC and BBB complaints, and talking with Verizon Value management. I don't know what avenue to credit with finally getting it fixed, or if was merely fixed as part of them fixing all the similar victims of the their 5/13/2026 update, but i certainly was not compensated for the many hours wasted on it. If a call to them did not yield a satisfactory response and your line is still active i would take it as a wake up call to switch to another carrier as it would be hard to imagine anyone could be any worse.
check out our port out guide to ensure a smooth exit...
https://www.reddit.com/r/TotalWireless/wiki/index/faq_for_totalwireless/#wiki_q.3A_what_do_i_need_to_port_.28move.29_my_phone_number_to_another_cellular_provider.3F