Verizon Customer Experience (or tracking) re-enabled for many despite opt-out, here's how to leave program

Verizon is one of the leading mobile networks in the United States. With more than 120 million subscribers as of 2020, it is the second-largest company in terms of revenue and userbase after AT&T.

In 2020, Verizon started its Customer experience program that automatically enrolled customers in a data collection program that keeps a tab on information such as websites visited.


Based on this information along with some personal information, they created user profiles based on their interests.Unsurprisingly, many Verizon customers opted out of Customer experience as soon as it was launched.

But according to recent user reports, many say that their settings have reset to default and that they are enrolled in the program once again.

Some say that they are unable to opt out of ‘Custom Experience’, which started sometime in December last year. It looks like the program is a rebranding of the customer experience program.

Many are angry and wondering why Verizon is enrolling users once again without their consent in a data collection program.


All My Verizon Postpay Privacy Settings Reset… Again.
Not sure if this is systemic or not, but as soon as Custom Experience “launched” – again – I went in and opted out of everything. Today I logged in to My Verizon to check out the new Get More plan… and everything, even CPNI, was set back to enabled. Literally the only setting that didn’t reset back to allow… was Custom Experience Plus main line. Frustrating to say the least. Thought I would share to see if others are having similar… experiences.

@Verizon @VerizonSupport Verizon, why is it that it is impossible to opt out of this program? I have been trying for the last 30+ mins and get an error message when I try to access the privacy page or your system keeps making me go in circles never able to access it? #TCPA #reg

Verizon Support has commented on the matter and said that their intention was not to prevent users from changing their privacy settings.

The protection and privacy of your account information is a high priority. It is never our intent to create difficulty with modifying the information customers share with us. We can certainly provide instructions to opt out of the Customer Experience program. -Rita K.

How to opt-out of Verizon’s Custom Experience program

If you are wondering how to opt-out of the recently launched Verizon Custom Experience program, here’s how.

First, you need to login to your Verizon account either on desktop or using the My Verizon app.

For desktop users, select the Account tab and head over to Account Settings and then Privacy Settings. If you are on the mobile app, tap on the Settings icon in the upper right corner and click on Manage Privacy Settings.

There, you will see toggles to opt-out of the Custom Experience and Custom Experience Plus program. Make sure to turn the toggles off and you will be good to go.

Click/tap to enlarge image (Source)

As it turns out, these settings are reportedly not applciable to prepaid customers. If you want to learn more about Privacy in general, head here to know more.

Note: We have more such stories in our dedicated Verizon Section so be sure to follow them as well.

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Anurag Chawake

My fascination with technology and computers goes back to the days of Windows XP. Since then, I have been tinkering with OS, mobile phones, and other things. When I am not working on anything, you will find me enjoying video games on some Discord server.