We signed up for home 5g about 2 years ago and it has worked fine. Recently, it's been spotty or unusably slow. After many, many, many volleys with the AI chat system, the issue is this:
- Our address is not in an area covered by home 5G service that we were using successfully for 2 years
- A random address (not where service is provided) was listed as the service address, probably during sign up. I suspect it may be the salesperson's home address; there was a special at the time, so the incentive for a sale was there
- Verizon AI's only semi-answer, before understanding the problem, is the upgrade to FIOS
While we would be ok upgrading to FIOS, it will cost more and I simply refuse to pay for more service from a company that can neither deliver the service as promised, fix it once a problem arises, or even produce a usable customer service ecosystem. Is there anything I can try before filing a complaint with the FCC? I've been trying to use the available help channels, but all conversation goes: "Desccribe your problem", "More information", "Hi, I'll take care of you, but first I need more information", "upsell", Describe your problem", "More information". The below is how every day has gone lately:
Tuesday, Aug 26
You •
6:03 PM
We signed up for home 5g 2 years ago. It has worked fine during this time. The home internet has stopped working or has become unusably unreliable for 2 months now. I had been chatting with the service system and learned that [poster's address] is not eligible for 5g service, the device was registered to a random address elsewhere. The only solution I was offered was an upsell to Fios Home. We will accept Fios home for the same price paid for the router or the router must work. FCC complaint is next
Support team •
6:05 PM
Hello there! Thanks for messaging Verizon, home of the Best Value Guarantee! My name is Kate, your live Verizon Wireless Representative. I can see here that you are contacting us regarding the Fios home network. In this case you've been connected with the loyalty department and since this is a fios home concern I will be needing to connect you with our Fios team for further assistance. Would that works for you?
You •
6:12 PM
To be clear: we simply want the 5g box already in our home [address redacted] to work. The address the device is registered to is a random residence somewhere I've never lived. It may be the home address of the person who signed me up as Verizon was running a special at the time; we were never told this service isn't available in our area and didn't know until it stopped working. We need the transmission speeds we were promised under the home 5g plan, or a free/discounted transition to Fios.
Support team •
6:15 PM
Thanks for sharing this further information. With this one, here is what we can do. We can connect you with our technical team so that you will be further assisted regarding the internet issue.
Support team •
6:15 PM
Would you like me to do that for you?
Support team •
6:21 PM
I assure you that I have properly endorsed your concern and request to our dedicated team.
Support team •
7:01 PM
Need more information
You •
11:36 AM
Yes, but I'm not always on this computer. I'm at work, so will check this as I'm able. Please don't let them disconnect or ask if I'm still there. Can you verify that this is a person I will be speaking to?
Support team •
11:41 AM
Thank you for contacting Verizon , the home of the Best Value Guarantee. You are now chatting with a live agent from the Verizon Wireless Messaging Team. We hope your day is going great and if not I hope to make it better! This is Daisy and I will be more than happy to assist you today. Could you please help me with your name and phone number so I can look for your account?
Support team •
12:25 PM
Need more information
You •
12:59 PM
[Name and number given]
Support team •
1:00 PM
Hello! Welcome to Verizon Wireless, home of Best Value Guarantee! My name is Nia, your live Verizon Wireless Representative. Can you tell me more about your concern?
Support team •
1:45 PM
Need more information
You •
2:23 PM
Which information do you need?
Support team •
2:29 PM
Thanks for Chatting Verizon, home of the Best Value Guarantee. I appreciate you waiting in the queue. This is Rain your account specialist ready to assist you. I see you received a message from us. May I know if you recently filed a ticket?
Support team •
3:15 PM
Need more information
You •
3:26 PM
What information do you need?
Support team •
3:39 PM
We Got You, here at Verizon, home of the Best Value Guarantee! My name is Emma, your live messaging representative. May I have your name please?
You •
3:51 PM
Personal Info Here
Support team •
4:01 PM
Hi, [name redacted]! It's a wonderful day here in Verizon Wireless Messaging Support, home of the best value guarantee! This is Saber, your awesome support representative. It appears that you have been transferred to me. I am more than willing to help you out, please let me know the details of your concern, please?
Support team •
4:45 PM
Need more information
....I continued via text for a while, but it just goes back and forth like this. There is no email, no escalation, no actual help. How is this legal?
