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Why did I buy a Jetpack?

A Jetpac was purchased and the explanation, as I understood it at the time, was a cell phone and the Jetpac have a 22GB limit but will only be degraded if the network that your currently using is saturated. The Hotspot on the phone is limited to 10GB then it is restricted to 3G. After buying and using the JetPack I finde it is also restricted to 10GB and then 3G after that and it doesn't matter whether the network is saturated or not. So why is the JetPac not treated like a phone at 22GB and then allowed 4G as long as the network it is connected to not saturated. Why did I buy a separate device and pay an additional monthly $20 fee for a device that for all practical purposes is limited to 10GB. Why is this device not treated like a phone with 22GB? I would not have bought this thing had it been explained to me properly!

After the last 3 days of talking to Tech support, store employees and telephone sales. I have seen different comments and understanding from all of them. For instance, look at the frequently asked questions for the all weather video camera that can be used with the Canary security system. There is a Verizon answer to a FAQ that states the camera cannot connect to a JetPack because it needed a Wifi connection. I was on the phone for about 20 minutes with sales and then tech support that confirmed that it will connect to the Jetpack and they don't know why that answer is listed to a FAQ. Also, why isn't almost impossible to find anything on the Verizon site for the Jetpack that mentions that it is limited to 10GB. This leaves a customer up to the knowledge and explanation of its sales staff. These people are misinformed and/or don't do an adequate job of explaining this. Why?

Comments

dexman

The Jetpack is a data device. Unlike a smartphone, it isn't used to place or receive calls. It is used to allow non-4G/LTE devices temporary connections to Verizon Wireless's mobile data network. For long term connections, a different device available from Verizon Wireless is recommended.

Verizon Wireless has set a 10G limit on Hotspot activity before slowing down speeds to 3G. Smartphones, which are less likely to be actively consuming data, are given a 22G limit before data speeds may be dropped down/deprioritized if the cellular tower is experiencing conjestion. The 22G threshold is observed by other cellular providers, such as at&t.

veryfrustrated0118

It isn't treated as a phone simply because it is not a phone.

rcschnoor

Strat117 wrote:
why isn't almost impossible to find anything on the Verizon site for the Jetpack that mentions that it is limited to 10GB. This leaves a customer up to the knowledge and explanation of its sales staff. These people are misinformed and/or don't do an adequate job of explaining this. Why?

That would be 10 GB of data at 4G LTE speeds. After that you can still get more data, just at 3G data speeds. Read #9 in the faq listed below.

The new Verizon Plan Unlimited FAQs | Verizon Wireless

Strat117

It should be upfront and plainly stated about the limitations with the JetPack. If I'm talking to a sales person in the store where I made this purchase I should not have to assume he does not know what he is talking about.

samanthat_vzw

Strat117, this is certainly not the experience we would want you to have with us. We pride ourselves on the level of support we can provide our customers and we always want to ensure that they have the right expectations before committing to any change or purchase.

We would like to apologize for any confusion and any conflicting information that you may have received. We would be grateful to get more details on your experience and ensure that we're providing the necessary feedback so that our employees are receiving the necessary training on our products and services.

Regarding the Jetpack usage on the Unlimited plan, this has always been set to 10 GB as the mobile hotspot as well. You can check out the details on #9 of our FAQ page: http://vz.to/2lPrxqM to learn more. I've also submitted feedback regarding clarification on this page to mention Jetpacks and other Internet devices instead of just saying hotspot.

SamanthaT_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!

Strat117

Listen to what you are saying. "Smartphones, which are less likely to be actively consuming data, are given a 22G limit before data speeds may be dropped down/deprioritized if the cellular tower is experiencing conjestion" Not logical. A phone uses a network for Voice, Text, and Data. A Jetpack sole purpose is to distribute internet access. That device is purchased solely for that purpose and therefore should at least be allowed to use 22GB as a phone. That logic is why it appeared to make sense as to why I would purchase this device and then because I'm in a sparsely populated area I should not experience excessive slowdowns once I reached 22G as a phone. A 10Gb 4G limit followed with 3G is not logical and I was duped into a Jetpack purchase because it was not explained to me this way and the simple logic of how this device SHOULD have been marketed made it easy for me to assume it had a 22GB limit. Hotspot limit on a phone to 10Gb sure.

How's this for logic instead of buying a stupid Jetpack I get a another cheap smartphone that has the same hotspot limit but then also have another phone available for the same stupid price per month!!!!!.

Strat117

Yeah, then why not buy a cheap phone, use it as a hotspot with the same limitation and pay the same monthly amount for a device that also allows calls, texting and data. Stop and think

rcschnoor

Strat117 wrote:
How's this for logic instead of buying a stupid Jetpack I get a another cheap smartphone that has the same hotspot limit but then also have another phone available for the same stupid price per month!!!!!.

That is certainly an option. Of course, the jetpack may have a battery which would last longer than a phone battery when being used as a hotspot.

vzw_customer_support

Strat117,

I’m very sorry that you feel this way about the jetpack data on the unlimited plan. Please know we provide the best possible service when using our data network. With all devices that you purchase, there is always a 14 day return period that you can take advantage of. I'm sending you a Private Message so we can provide personalized support. Please respond back to me in the Private Message to continue. Thanks!

AliciaS_VZW Follow us on Twitter @VZWSupport 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!!

veryfrustrated0118

Just sounds like the Unlimited plan is not the right one for you.

DEB6651

I was led to believe that 4G would slow down to 3G speed only after 10 gig was used in data. I was fine with that. I had a previous plan through Verizon many years ago that was unlimited 3G and it was an awesome plan. With this new plan I didn't realize that Verizon believes 0.25 mbps is acceptable 3G speed. If I had know this a 2 months ago when I signed up for the plan, I would have stayed with T- mobile. At the beginning of my billing cycle I will have 4G again but if my family watches a couple of movies in the first week it will be completely unusable for the rest of the billing cycle.

rcschnoor

There are ways around that 10 GB limit for watching movies. Watch the movie on your phone and stream it to Chromecast or some other device in order to watch it on your TV. That does not use the hotsopt and therefore is not subject to the 10 GB limit. If your home is not in an area where re-prioritization would take effect, you may not even realize a slowdown after 22 GB.

Autotraker

Same problem here. The 3G speed they are throttling us back to is almost unusable. During a good period I may get 0.60Mbps and usually its down around 0.25Mbps. I did read about the 10GB limit but sales rep told me not to worry about it since they will only enforce the throttle if the local cell site is congested. It was not only not true it was a downright lie. And the first month they didn't throttle me at all. They waited till I couldn't return the JetPack before they started enforcing the limit. Pretty shady stuff going on.

veryfrustrated0118

Autotraker wrote:
Same problem here. The 3G speed they are throttling us back to is almost unusable. During a good period I may get 0.60Mbps and usually its down around 0.25Mbps. I did read about the 10GB limit but sales rep told me not to worry about it since they will only enforce the throttle if the local cell site is congested. It was not only not true it was a downright lie. And the first month they didn't throttle me at all. They waited till I couldn't return the JetPack before they started enforcing the limit. Pretty shady stuff going on.

Do you have proof that Verizon is intentionally slowing speeds or that the tower you're on is NOT congested?

rcschnoor

Autotraker wrote:
Same problem here. The 3G speed they are throttling us back to is almost unusable. During a good period I may get 0.60Mbps and usually its down around 0.25Mbps.

Since Verizon's 3G is 0.60Mbps and their 2G is 0.128Mbps, I would say that falls within the range of 3G.

dshellhause

I've got the same questions about my Verizon LTE Internet and Home Phone. When I purchased this product the technician specifically recommended it as a home internet solution. My understanding was that this is not a "mobile hotspot" (being plugged into the wall and my home phone and all) and therefore was treated like the phones - 22Gb before throttling, and then throttling only based on congestion. This worked out great for the first 2 months, but now internet is totally useless at home: I'm throttled to less than 200kbps after just 10 gig. Feels like something changed in how they handled my device.

harleyman22

The problem with the 14 day policy, Alicia, is Verizon did not start throttling people down to unusable speeds until 2 billing cycles AFTER the unlimited data plan was introduced...sooo..by the time the throttling occurred it was TOO LATE!!

DEB6651

Thank you for the suggestion. It is a good suggestion. We have been doing this and it works fine but I signed up for hotspot that would slow down to 3g speed after using 10 gigabytes of 4g. I'm paying $20 a month and it isn't worth it. I'm telling as many of my family and friends as possible about this.

.25 mbps is not acceptable 3g. The first customer service rep I talked to (for over 1 1/2 hours) couldn't figure out what was the issue. She thought it was an issue with my jetpack and told me to call a different number the next day and talk to a technician. She never once realized that that my internet speed was being throttled. Later on two different customer service reps at Verizon told me that .25 mbps is acceptable to Verizon. How crazy is that?

harleyman22

They are trying to redefine what 3G is. I have previous replies by Verizon customer service reps that state 3G speeds should be around 2 mbps. Now that unlimited data is in play it has suddenly dropped to .6 mbps.

suzannetree

What happened to me was the guy said if we bundle this all together we can save you money. So get the Jetpack and do the online billpay (I was switching over to unlimited data) and your bill will only go up by 6 bucks. I went in on the 15th day to return and they wouldn't change a thing for me. Wait, I take that back, they said would charge me 50 bucks to return it, but I'd still have to pay the 20 dollar monthly fee. They had me call the Loyalty team, the girl there told me yes indeed if I hadn't have bought the Jetpack my phone bill of almost 300 dollars (4 phones) would be 20 bucks less.

During all of this I saw number on my bill that I didn't recognize. THAT is for the HUM that they ***** me into last summer. So I will pay on that until July 2020. I use NEITHER of these things. I am disgusted and can't even look at a Verizon store. Verizon is tricky and I imagine them sitting around the round table thinking ways up to confuse their customers.

Shame on your Verizon.

Warn your friends and families to be careful.

Lesquit929

What difference device is available then?

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