Verizon Calling Issues

Verizon users are experiencing intermittent calling issues when calling into my place of business. I am a telecom Engineer for a health care company, and I am getting complaints that users are getting dead air and a Verizon error message when calling our Lumen numbers. I can duplicate the issue with my personal Verizon phone. Other carriers that I have tested do not have the intermittent issue. Lumen says the issue is on Verizon side. I am desperately trying to get ahold of someone at Verizon to look into the issue, but I am getting the "Run Around" with support. Is there anyway to escalate to someone that knows how to deal with these issues?

Accepted answers

Verizon_Support

Resolution update: By partnering with support, the intermittent calling issues that were happening were resolved. If others encounter similar problems with calling concerns, common factors can include equipment and network issues.

For anyone facing a similar issue now, we recommend reviewing this link for more details on steps you can take: https://www.verizon.com/support/

If you still require assistance or have any questions, please contact us for support. -Dee

All comments

jav6

@bradbrow
wrote:
Verizon users are experiencing intermittent calling issues when calling into my place of business. I am a telecom Engineer for a health care company, and I am getting complaints that users are getting dead air and a Verizon error message when calling our Lumen numbers. I can duplicate the issue with my personal Verizon phone. Other carriers that I have tested do not have the intermittent issue. Lumen says the issue is on Verizon side. I am desperately trying to get ahold of someone at Verizon to look into the issue, but I am getting the "Run Around" with support. Is there anyway to escalate to someone that knows how to deal with these issues?

I would think someone from your phone service provider (Lumen?) needs to open a network ticket with Verizon Wireless to trace calls and see where the intermittent failures are occurring. It could be trunks/circuits between network elements are down.

bradbrow

I appreciate the suggestion Thank You!. I asked Lumen that question, and they were unable to open a ticket with Verizon.

bradbrow

I finally made it to Verizon Tier 2 support, and they Acknowledge that they have a network issue in Norther Colorado. It was very hard trying to get it through that this was not just an issue with my phone but that multiple phones in the area were having the same issue which is not cell site or phone specific. I wish there was a better way of reporting widespread issues to them and get them to understand that some of us out here know what we are talking about! Sometimes

Verizon_Support

For anyone facing a similar issue now, we recommend reviewing this link for more details on steps you can take: https://www.verizon.com/support/

If you still require assistance or have any questions, please contact us for support. -Dee

jav6

@vzw_customer_support
wrote:
Resolution update: By partnering with support, the intermittent calling issues that were happening were resolved. If others encounter similar problems with calling concerns, common factors can include equipment and network issues.

For anyone facing a similar issue now, we recommend reviewing this link for more details on steps you can take: https://www.verizon.com/support/

If you still require assistance or have any questions, please contact us for support. -Dee

And just what was the resolution or cause of the issue? Should this thread be marked ANSWERED?