unable to upgrade device online (validation line)

[Rayriggz]

hi i'm looking to upgrade my phone but i can't do it online since i have to call a validation line...i've called numerous times and i've waited at least 30 mins each time and nothing...is there any other way to do thiS?

how come i can't do it on the regular number where you have my voice match recognition?

[FidoVanessa]

Hey @Rayriggz! 

You have to go through the validation team to be able to upgrade your phone. I'm sorry to hear that you couldn't reach them. I suggest that you try again as delays can be higher during this time of the year. 

Their hours of operation are:

• Monday to Friday: 8:00 a.m. – midnight (ET)
• Saturday: 8:00 a.m. – 8:00 p.m. (ET)
• Sunday and Statutory Holidays: 10:00 a.m. – 8:00 p.m. (ET)

If you are still unable to reach out, please contact us.