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Executive Relations team/Persistent Cellular Connectivity Issue with iPhone 13 Pro

I am writing to bring attention to an ongoing issue I have been experiencing with my iPhone 13 Pro, which has persisted for nearly a year.

Despite following all troubleshooting steps recommended by the Verizon Wireless Executive Relations team and the ATEX-advanced Technical experts, as well as receiving two replacement/refurbished phones, I continue to face intermittent loss of cellular connectivity in random locations above ground. Based on my observations, I am inclined to believe this is not a software issue but rather a Verizon Wireless cellular service concern.

In my efforts to address this matter, I proposed a potential solution to the Verizon Wireless Executive Relations team, suggesting an upgrade on my line and the application of a blackout screen protector, with associated costs covered by Verizon Wireless. However, the offered resolution included waiving only the $35 upgrade fee until January 16, 2024, without addressing the core issue.

It is crucial to emphasize the urgency of this matter, as I have a special-needs child whose well-being depends on uninterrupted communication. Despite reaching out to the Verizon Wireless Executive Relations team on January 26, 2023, and expressing the critical nature of my situation, I have not received a response as of today, February 2, 2024.

As a loyal Verizon Wireless customer for three years, consistently paying my bills before the due date, I find myself deeply disappointed and dissatisfied with the level of service and resolution provided thus far. I kindly request your immediate attention to this matter and a thorough review of my case.

Thank you for your prompt assistance.

Comments

Verizon_Support

@MJ515
wrote: As a loyal Verizon Wireless customer for three years, consistently paying my bills before the due date, I find myself deeply disappointed and dissatisfied with the level of service and resolution provided thus far. I kindly request your immediate attention to this matter and a thorough review of my case. Thank you for your prompt assistance.

Having a family which has some special needs members, I completely understand wanting to hear back from the team. As part of helping ensure that, I've sent you a Private Message so I can gather more details.

-John

C_BM

Hello Jon, 02/02/2024 5:48pm EST

I’m sure you have exhausted all Solutions at your Customer service level. I do appreciate your support, however I highly doubt this will provide me with a very prompt solution. I am paying for Verizon wireless cellular service, and Verizon wireless cellular service is not keeping up the end of their contract with my account.

thank you

Verizon_Support

MJ515 we want to investigate your experience further. Please be on the lookout for a Private Message from us so that we can assist.

-Andi

C_BM

02/05/2024, I wish to express my ongoing concern regarding an issue that has persisted for over six months despite diligent investigation by Verizon Wireless. Regrettably, all attempts to resolve this matter have been unsuccessful.

As a longstanding Verizon Wireless customer for nearly three years, with a consistently timely payment record, I find it disconcerting that the service has not met the terms outlined in our contractual agreement.

In light of these challenges, I am requesting an upgrade for the line ending in 7767, inclusive of a blackout screen protector and a phone case of my preference. I kindly expect Verizon Wireless to cover the associated upgrade fee, taxes, and costs for the requested phone accessories.

Should this matter not be addressed by the end of the day, I will escalate it to the relevant department within Verizon Wireless for further resolution.

12:34 pm EST

C_BM

I am currently encountering persistent challenges with Verizon Wireless, where there appears to be a recurring issue in adherence to our contractual agreement. As a customer, I am dissatisfied with the level of service provided, and despite engaging with various departments within Verizon Wireless, the resolution remains elusive. The reliability of my service has been consistently compromised for a duration exceeding six months.

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