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Question--- Verizon/Tracfone Voice Service in Zip Codes 28777 and 28657

CHEHOU83

We have two properties, one In the northern part of Zip Codes 28777, (physical address: [removed] , NC 28777) and the other in the southern part of Zip Code 28657, (physical address: [removed], Newland, NC 28657).

My phone ([removed]) voice calls work GREAT on both properties, all the time. Our problem is my husband is unable to make a voice call from or near either property. He has an unlocked smart phone (Model Moto G Play), using Verizon's System with Tracfone. (His phone # is: [removed])

When visiting the properties, if he attempts to make a voice call he gets the following message- "All circuits are busy, please try your call later. Thank you for using Carolina West Wireless, 152242". (This issue has been occurring for about the last 15 months or so, since he retired.)

His phone works great, everywhere we have traveled, through the US, using the Verizon Network through Tracfone,, EXCEPT at these two properties, located in the mountains of North Carolina.

He has contacted Tracfone and they have attempted to solve the issue on several occasions, but have been unable to help. They suggested that we contact you to see if there is an issue, in the area, that they do not know about. Can you please help solve this problem, as he needs to be able to make a voice call, to me, in case of an emergency.

Personal information removed as required by the Verizon Wireless Terms of Service.

Message edited by Verizon Moderator.

Comments

Verizon_Support

We want you to enjoy your VZW experience and I'm here to help. I'm glad to learn that you are not having any issues with your phone, let's get this figured out. Is his phone number active on a VZW account? If not, are you looking to add him to your VZW account? Regrettably, we can only troubleshoot devices associated with a VZW account. Please advise.

AyaniB_VZW

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

CHEHOU83

As noted in my initial communication above, his phone is active on Tracfone, using a Tracfone/Verizon SIM that accesses the Verizon Network. Verizon sells the phone minutes and access to Tracfone, correct? His phone is working fine, as evidenced in our travels from the East Coast to the West Coast of the USA, so there is no need to troubleshoot his phone (device).

I am asking you to troubleshoot the VOICE SERVICE, in the two parts of those Zip Codes and why his attempts to make a voice call, get handed-off to Carolina West Cellular and do not go through the Verizon System.

Ann154

Why haven't you contacted the Tracfone customer service?

deloused

Verizon's closest towers to those areas are actually over the border in Tennessee, they do not have any network coverage in zip codes 28777 or 28657. In those areas Carolina West is the carrier licensed to provide cellular service.

TracFone pretty much only has roaming agreements with Verizon, AT&T, T-Mobile, Sprint & T-Mobile & US Cellular for their customers to use their networks. Comparatively, Verizon does have roaming agreements with additional carriers, such as Carolina West for their customers to use their network.

For regular service to work in the locations you provided your husband would want to switch plans/providers. Keep in mind though with the current service status in the event of an emergency due to federal regulations Carolina West would still connect any calls to 911 in their service area.

CHEHOU83

Thanks, everyone, for the attempts to help with this issue. Apparently Verizon will not attempt to assist with the problem, since he is not a "direct" customer of Verizon. He has already tried the suggestion to "switch plans/providers, including Verizon, which did not work, because they said he was "roaming" in those two areas and they would not allow roaming, on their prepaid plan. After spending $300.00+/- on a Verizon phone and signing up for their $40.00 per month plan, he left them to try other providers and likes Tracfone the best, so far. He uses very little data, sending mostly texts and making voice calls and he really likes the cost and convenience of being able to buy the service he actually uses.

For a total of about $150.00 PER YEAR, he has great service over about 99.9% of the US, so far. (except for these two zip codes) The cheapest "prepaid service" with Verizon is $40.00 per month ($480.00 per year) and the cheapest with US Cellular (Carolina West Cellular) is $35.00 per month ($420.00 per year), as I said, Verizon would not allow him to make a voice call, in those two zip codes and he is not willing to try US Cellular for the difference in total cost per year.

Thanks for reminding us that an "emergency call" will always go through, any time there is a signal available.