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Home Internet Issues

Hello,

For anyone reading this, please be warned of Verizon Home Internet. I live in Metro Phoenix area, have had home internet for almost 2 years with not a single complaint. 17 days ago my internet started acting up, they sent a new router out, opened up a couple of service tickets and then silent.

I have been reassured by NUMEROUS Verizon support techs that my service ticket will be completed within 36-72 hours. It has been over 400 hours and not a single improvement has been made. This company and these techs are all programmed to say the same things and troubleshoot the same exact ways, nothing is meaningful and you can never actually speak to a person who knows why the internet might’ve down.

I would highly advise against anything Home Internet from Verizon as their service is terrible and customer service has been even worse.

Guess we will be switching to Cox after I get my phones paid off.

Comments

Verizon_Support

Meadkins97 We're here to help. Is this issue with your 5G Home internet service? ~Peter

dougrekjr

We were invited to upgrade at no add'l cost. Big mistake. Our speeds have been terrible ever since.

Verizon_Support

We just wanted to check-in with you to see if you still needed help with your home internet. We want you to have consistent and reliable service to connect. Please respond to this Private Note so we can perform diagnostics and troubleshooting to get answers. We’re standing by to assist, so please let us know.

-Deb

Verizon_Support

Please respond here. Where is the internet device located? What troubleshooting has been completed?

-Deb

Meadkins97

I have gone through all troubleshooting steps on both old and new device. A NRB service ticket was filed 7 days ago and a follow up NRB ticket was placed yesterday. From my understanding the tower is needing to be serviced. I have yet to hear back from anyone regarding the problem.

First ticket-

*****

Follow up ticket-

*****

Verizon_Support

Thank you for that information. We can review the ticket that was previously filed to see what our network team found. Once the ticket that was filed yesterday is worked, we will follow up with you. So we can take a closer look at what's going on, we will be reaching out via Private Note.

-Lauren

dougrekjr

Our router is located in the same position (main floor of the house) as it was before. But now we are finding that our load speeds for phones and computers are slower, some TV streaming regularly freezes, etc. When I run speed tests they are much slower than what we are supposed to be getting. And when I run latency tests we get a very low score as well. No idea why I upgrade for worse service. If you can't fix it I'd like to go back to what we had.

Verizon_Support

dougrekjr, we're so sorry to learn about the ongoing service issues you've been experiencing for the last 2 weeks. Keeping you connected is vital, and we certainly understand your concerns and frustrations. We'd love to take a closer look at your account and work towards a lasting solution. We'll be sending a Private Note to better assist.

~Izzy

mattjaw

Have just received Verizon 5G Home Internet. I am paying for plus speeds. I have yet to see anything like plus speeds the average seems to be about 50Mbps -60Mbps . I have seen sporadic speed up to 300Mbps but nothing ever over. Reading these posts it would appear that Verizon might of made an update that is not really working. I am only two days on this service and not sure i will keep it. Issues since i have plugged in Two days ago:

speed fluctuations from 5mbps-300mbps with average speeds around 60mbps
drops 5g wan link periodically
Morning seems to be worst time for bandwidth where i see slowest speeds.

pystalt

We have been having the same problems for a month. Everything was working great for a year and 9 months then on September 19th-no internet whatsoever. They sent us another router, same thing. They sent us another router, nothing worked. We had at least 5 tickets opened and closed. The final “ticket” concluded that we are in a marginal area and the geo fencing is not allowing the router to connect. The house,(not RV, mobile home, or tent) has not moved. We did not have any problems before September 19th. We own another house on the same property that has the exact same router. It works fine. We actually took that router and plugged it in and it worked perfectly here. Every technician we spoke to had a different reason as to why our router would not work. Initially, when we purchased the router, we had to sign a contract that stated there was a $650 early termination fee. I believe I should be entitled to $650 from Verizon for them terminating my service with no warning and continuing to charge me a monthly fee when they knew they could not offer the service. The sad reality is that there is nothing else available in this area.

Verizon_Support

mattjaw, definitely we want you to get the best out of your 5G Home. We can definitely troubleshoot and see if there's anything admiss. I've sent a Private Note so we can help.

-John

Verizon_Support

We're here to help. Let us know if you need assistance. ~Peter

Verizon_Support

Thank you for taking the time to reach out to share your experience . Verizon definately does allow for situations where are unable to provide service. We would like to work with you to review your situation with a fresh pair of eyes. Please respond to the Private that will follow . We can gather information like location and other account specific information that best be kept private.

-Deb

drcollier555

I am so disappointed with Verizon. I have been with them for 25 years and they just keep getting crappier and crappier and crappier! as a company they ought to be ashamed of themselves with the prices they charge and the low quality Internet that they offer.

drcollier555

I’m guessing this is not who he says he is.. It’s hard to find anyone who has your best interests at heart.

drcollier555

My experience was much like yours, mattjaw. From the first we hooked up Verizon’s internet, it has been a totally UNDERWHELMING experience. I didn’t think it was possible to perform worse than my last internet provider. My speeds are beyond-the-pale bad. And now Verizon says they are going to be charging us all $15 more per month. Period. It looks like after 25 years of loyalty to this thankless company, I will be leaving them. They don’t care.

Verizon_Support

We're here to help with your concerns. I am sending you a private note to assist with your account.

-Cryssie

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