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Why does Alaska MVP Gold phone line need me to key in my mileage plan number?

Why does Alaska MVP Gold phone line need me to key in my mileage plan number?

Old Feb 21, 17, 2:20 pm
  #1  
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Join Date: Apr 2005
Location: Seattle, WA
Programs: United, Starwood
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Why does Alaska MVP Gold phone line need me to key in my mileage plan number?

Hi, some time last year, the Alaska Airlines MVP Gold line started making me key in my mileage plan number before it connects me with an agent.

It used to be that I would call and an agent would just answer the phone and say hello to me by name.

I've asked agents and they said that as long as my mobile phone number where I am calling from is on file as my primary number in my account, my calls should go directly to an agent. (My better half is also an MVP Gold and it works like that for him.). We've verified that the right number is indeed on file. Nothing's changed on my phone or account.

Any ideas what could be the problem?

Thanks!
jakehansen is offline  
Old Feb 21, 17, 3:21 pm
  #2  
 
Join Date: Aug 2008
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Do you have any kind of caller ID blocking on your phone line?
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Old Feb 21, 17, 3:33 pm
  #3  
 
Join Date: Oct 2009
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I have to do the same thing even though my number is listed in my profile and I don't use caller ID blocking. It's good I remember my MP # now.
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Old Feb 21, 17, 3:40 pm
  #4  
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I've always been prompted to enter my MP# when calling the Gold line.

Neil
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Old Feb 21, 17, 4:18 pm
  #5  
 
Join Date: Apr 2012
Posts: 308
I've never had to enter my Gold # - are you guys calling from the "contact us" link in the app or dialing from a phonebook? Wonder if that would make any difference as far as authentication.
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Old Feb 21, 17, 4:26 pm
  #6  
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Well, back when I was MVPG (*sob*) I dialed from my cell phone, which is my main phone.

Although come to think of it, I think we just discovered last week that I had a number transposed on my account for the phone number. Maybe that's why it never worked. I'm not MVPG anymore so I guess I'll never know

Neil
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Old Feb 21, 17, 5:35 pm
  #7  
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Originally Posted by Jimgotkp View Post
I have to do the same thing even though my number is listed in my profile and I don't use caller ID blocking. It's good I remember my MP # now.
If the number can't be identified as unique to your MP#, then it will ask.

Are you using a business number that uses a proxy ID?
Did you put your # as the primary for a family members MP account?
missydarlin is offline  
Old Feb 22, 17, 1:22 am
  #8  
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Join Date: Apr 2005
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Thanks so much everyone - @missydarlin you were right about the issue. Turns out my mobile phone number was set as the primary contact phone for me, but also for my daughter. As a result, when I'd dial in the computer couldn't identify which account to pull up so it made me enter my mileage plan number.

I've now changed to using a different number for my daughter's account and it is working again. Thank you!
jakehansen is offline  
Old Feb 22, 17, 11:17 am
  #9  
 
Join Date: Oct 2009
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Originally Posted by missydarlin View Post
If the number can't be identified as unique to your MP#, then it will ask.

Are you using a business number that uses a proxy ID?
Did you put your # as the primary for a family members MP account?
Oh it might be under a family member's account. Will have to change that. Thanks!
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Old Feb 22, 17, 6:45 pm
  #10  
 
Join Date: May 2009
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My husband and I (both gold) have the same phone number on our accounts, and when I call in they just ask "who am I speaking with?".
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Old Feb 23, 17, 2:00 am
  #11  
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Originally Posted by Eujeanie View Post
My husband and I (both gold) have the same phone number on our accounts, and when I call in they just ask "who am I speaking with?".
Hmm, they ask me that too, but I don't share my primary# with anyone.
beckoa is offline  
Old Aug 7, 17, 1:07 pm
  #12  
 
Join Date: Feb 2017
Programs: Alaska G75k, SPG Platinum, United Silver.
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I'm having the same issue. Has anyone resolved the issue?

I've gone in and confirmed the number listed on my account on Alaska is the correct phone number.
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Old Aug 8, 17, 11:54 pm
  #13  
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Originally Posted by michaelstant View Post
I'm having the same issue. Has anyone resolved the issue?
Yes, it turned out that my phone number was used on both my account and my daughter's account. I removed my number from my daughter's account and used a different number for her account. Now when I call from my number, I am recognized and my account is automatically connected to the agent.
michaelstant likes this.
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