Verizon quietly makes bold move to keep customers from fleeing | Official Website of Louis Velazquez, entrepreneur, finance guy and tech innovator

Many consumers across the country are sick of high prices, especially when it comes to their cell phone bills.

According to a report from Doxo last year, Americans spent an average of $1,365 a year on cell phone services in 2024, 2% higher than what they spent on average the year before.

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Traditional phone carriers such as Verizon (VZ) , T-Mobile, and AT&T have recently either cut discounts or increased prices. As consumers battle inflation and a higher cost of living, many are starting to jump ship from these companies and seek cheaper options.

Cable companies have increasingly been offering customers bundle options on TV, mobile, and internet, which allows them to save money on these services. This has increasingly become a major threat to phone carriers.

A recent report from MoffettNathanson indicates that Spectrum, Comcast, and Altice USA have added 886,000 new phone customers during the first three months of 2025, up from the 804,000 they added during the same time period last year.

Verizon customers report being offered a special deal.

Image source&colon; Mordant/Bloomberg via Getty Images

Verizon makes generous offer to customers

Amid this growing trend, Verizon is stepping up its game to keep customers from fleeing, especially after it faced a net loss of 289,000 total postpaid phone customers during the first quarter of 2025, its “worst result on record,” according to analysts at New Street Research.

Recent posts on Reddit reveal the phone carrier is quietly contacting select customers to offer them a new phone line on its Unlimited Welcome plan. According to a message customers received, the line will be free for 36 months via monthly account credits. However, customers will be responsible for paying for taxes and fees, which are around $6 to $10 per month.

Also, this offer is only eligible for customers who bring their own device, so customers won’t be able to finance a new phone while the free line offer is active. The free line also offers customers 5G data with no hotspot access.

After 36 months, customers will pay the standard rate of $55 per month for the phone line. There is also no contract attached to the offer, meaning customers can cancel anytime.

Verizon did not immediately respond to TheStreet’s request for comment.

Verizon has been increasing its efforts to keep customers

The move from Verizon comes after it recently made several bold changes to attract and retain customers.

Earlier this week, it touted its increased reliance on artificial intelligence to improve the customer service experience.

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The company is now using Google Cloud’s AI to “ensure full resolution” of any issues customers may bring to its customer service team. The technology will help “keep the customer updated” through the My Verizon app, text messages, or callbacks.

Verizon also extended its customer service hours. Customers will now be able to speak with a live agent 24/7 and access 24/7 live chat support.

In a recent interview with CNET, Verizon Consumer Group CEO Sowmyanarayan Sampath said the company’s increased investment in AI is a response to customer frustrations with having to contact customer service multiple times to resolve issues.

“I get a lot of emails from customers every day, and they’re not pretty,” said Sampath.

In addition to improving customer service operations, Verizon has also been offering customers $20 Amazon gift cards through its myAccess platform, which is basically a “T-Mobile Tuesdays” rival.