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LTE speed issue

This is beyond aggravating. We have had 4G LTE for over 3 years and this problem just started about a month ago. Our download speed dropped from an average of 40-50 Mbps to less than 3 Mbps however the upload speed has stayed constant around 5-6 Mbps. I have made multiple calls to Verizon, and it has resulted in getting a replacement router because the rep said our router was old and a new one would fix the issue. It hasn't. I can restart/reset the new router and the speed will come back for no more than 1-2 hours and it drops right back to less than 3 Mbps but the upload stays consistent 5-6 Mbps. I can run a speedtest from my phone, that is not connected to the Wi-Fi network, and its download speeds stays between 30-50 Mbps and the upload is around 10 Mbps and I am in the same room as the new router. One of the reps I spoke with said it was a problem with the tower and he supposedly put in a ticket and said, "it would be resolved in 3-5 business days". That was this past Tuesday, it wasn't fixed, so I called again yesterday, and another ticket was placed and "it would be resolved in 3-5 business days". That rep tried to run a speedtest from his end to our router and it wouldn't even load a speed.

What is the problem Verizon??

Nothing has changed on my end, the location of the router is the same spot it was 3 years ago, it is a new/replacement router, so something is broken or changed on Verizon's end.

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wittsend24

And now the reset/restart trick doesn't work to get the speed back to what it should be. I have started at times, getting the blinking red light on the router as well after I restart it.

What's the problem Verizon??

Verizon_Support

Hello, wittsend24. Getting the best in speeds is a must. Help is here. Just to confirm, is this regarding Verizon Home Internet for wireless or Verizon Fios?

-Natasha

wittsend24

Home internet for wireless

wittsend24

Hello? We have 4G LTE as stated in the initial blog.

Verizon_Support

Hello, wittsend24. Ensuring you have only the best in speeds are a must. Help is here. Has there been any changes to the location? Any software updates?

-Natasha

wittsend24

The location is the exact spot as 3 years ago. There hasn't been any software changes on our end. As I stated before, this just started about a month ago. Up until then, we had zero issues. This is a Verizon issue. We have replaced the router and the issue is still there. If my downloads on the router are so slow, why can my phone download at the normal download speeds when only connected to 4G?? It is pulling the signal from the same tower. Something is changed/broken on your end, not my end.

Verizon_Support

I'm sorry you are having these issues wittsend24. What other troubleshooting have you done? What zip code are you in?-Joe

wittsend24

24556

I tried moving the router to the top floor of the house and no real difference. The speed fluctuates all over the place. I will get fast downloads (50+Mbps) and then within 5 minutes, it will drop to under 3 Mbps while the upload stays constant, around 6 Mbps. I will restart the router and sometimes the speed will return and sometimes it doesn't and then I have to restart it again. Verizon reps have ran tests from their end and one rep said it was a tower issue that would be fixed. It wasn't obviously.

I will say this again, this is a Verizon issue that needs to be fixed.

Verizon_Support

That information is very helpful, wittsend24. We're sorry to read that you've been experiencing inconsistent speeds with your LTE Home Internet device, and definitely want to make sure that we do all we can to help. To best assist, we'll be sending a Private Message.

~Izzy

wittsend24

What is the deal Verizon?

Here is my update to this fiasco from Verizon. The online customer service rep, Jesse, was very, very helpful and we tried different scenarios and actually put in a network ticket for all of the issues we are having. Within minutes, the ticket was closed by the "network team" with a boilerplate response that they "didn't find any current outages or degradation". Keep in mind, our phones haven't had any speed issues at all, just the home 4G internet. The "boilerplate response" also basically mentioned that devices closer to the tower would "absorb" the signal first. You have got to be kidding me. We are 1.25 miles from the tower, do we need to live directly under it?? I will say it again, we have had this service for 3 years without any issues with the router being in the same location and now the signal is being "absorbed" by other devices?? Try again Verizon.

I am not a conspiracy theorist in the least, but I find it rather strange that as soon as our county and local ISP announces that they are expanding broadband into our area (and other remote areas) our home 4G internet goes to pot?? I find that highly suspicious. It will take a few months before the ISP gets to us laying fiber, so we have to suffer with the sub-par speeds from Verizon since we have no other options at the moment. They say 4G downloads up to 50Mbps on home 4G LTE and we are getting 3. Our phones speeds stay consistently in the 40-50Mbps range when using 4G cellular only and we are in the same room as the router. We had better download speeds when we had DSL and that is no joke.

We really want to stay with Verizon since the internet service had been great (and much cheaper compared to the new ISP coming in) but this is ridiculous. We need reliable service at the speeds you advertised Verizon.

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