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Told I was in marginalized area—good signal goes bad after years of Verizon coverage

I have used Verizon cellular service for well over a decade living in the same zip code area as well. After going through a few weeks of calls cutting off, in and out service, I contacted Verizon after buying a new phone thinking that might have contributed to the problem. 3 hours of trouble shooting, I am told I am now in what is considered a marginalized area. Verizon is sending me a network extender to improve my in house calls. I read through the questions, comments, complaints on network extenders. This led me to the following questions: 1) Why are customers in an affected zip code area not notified of coverage change? 2.) The problems with extender usage are numerous. Why add another device to my home that causes more support problems. 3) Finally, has anyone requested to be released from their contract given service level in their area changed? Verizon, it is not acceptable to essentially hide information that affects customer service level when they pay for a contract with you.

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deloused

Answers-

1) it's not feasible since there are too many factors that could affect radio service quality, and most people don't use their service exclusively in their home zip code due to it being MOBILE service, not HOME service.

2) you're correct it's completely unnecessary to add a network extender, just use WiFi calling at home instead since there's no need for an additional device to be utilized.

3) Yes.

Kmr122

Thanks for the reply. I do use my phone in other areas...not just my home. Its just a bigger problem when using the phone at home.

Doggo

Verizon can't predict your coverage is going to change. Often times it has to do with local construction. You're also not in a contract, there are no 2 year service commitment for phones since 2017.

Verizon_Support

We value your loyalty here with us, Kmr122. I'm sorry for this experience with your service. Many factors outside of Verizon’s control can contribute to indoor/outdoor performance even in cases where you may have had service in the past.

Coverage may vary day to day due to a variety of reasons such as cell site changes, foliage, construction, population changes, and interference. I know how important it is to have service at your home and we can explore the options to find the best solution. To clarify, have you received the network extender? Has this improved your experience indoors?

Also, every customer situation is different and varies case by case. We try to work with every customer in affected areas to find the best solution.

Please provide me with your 10-digit mobile telephone number so we can discuss this further over the phone and review your options in marginal coverage.

GersonG_VZW

Kmr122

Please provide me with your email address and I will get in touch with you. I will not share my cell phone number on a community forum. Thank you.

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