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Data Issues

Upgraded phones this month and up-ed our data since we had regularly been going over on the last day or 2 of our cycle. Just received notice we went over again this month on data. I don't understand how it's possible so I go online and look only to see it shows we have accrued data while at home connected to the Wi-Fi. Now, normally I would understand that it may use some data when the wi-fi is slow. However, I literally get one bar at my house. I can't even make a phone call without it dropping within a few seconds- and yet somehow it's getting enough signal to use accumulate data on a daily basis. Anyone know how this is possible? I'd really like to call <<removed>> on these charges I've been getting for quite some time but never looked into it until today when I definitely felt something was off.

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Comments

Verizon_Support

AABECKMAN, I am sorry to hear you are experiencing issues with your data usage while being connected to Wi-Fi. I understand it can be a bit concerning if you are consistently going over. I would love to look closer into your issue. Have you had issues in the past with staying connected to your Wi-Fi connection? Is this happening with one specific device or multiple devices? What are the make and model devices experiencing this issue? Can you explain more about what kind of service issues you normally have at home?

JustinB_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!!

AABECKMAN

This has been going on consistently for about 2 years. We don't always go over, but it has happened on numerous occasions. We however, have not had service for at least 5 years though. During those 5 years we have probably been through as many phones between the 2 of us so it's clearly not an issue with the phones. We moved 2 years ago a couple miles northwest of our previous house and have had the same issue- actually it may even be worse. We literally have to use facebook messenger to call the other when one is out because it's the only way to make a call that will for one actually go through, and two- not get dropped if it does go through.

And while we're at it are you able to tell me why we've been paying a 911 surcharge for 2 different counties for the last 2+ years?

Verizon_Support

That is two years too long for this to be ongoing, AABECKMAN. We definitely want to find the right solution. We only supply the data your devices are requesting, so we’ll need to take a look at your devices and find out why they are requesting data while connected to Wi-Fi.

There are a number of factors that are outside of our control that can impact indoor coverage. It’s for this reason why no carrier can guarantee coverage indoors. Let’s gather some additional details, so we can find a solution.

What make/model devices are your new phones? What zip code are you located in? How far away from your home must you travel before your service improves?

JosephE_VZW
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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!

Doggo

Why do people wait years before complaining about something not being taken care of years ago...

You should have called CS the first bill that had surcharges for two counties. Your account has outdated info that causes the system to bill in two locations.

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