Child Item

Site Totals

61396 Questions Answered 269 Categories

Help - No longer getting service; Customer support unresponsive

We switched from Sprint to Verizon about 9 months ago and everything started off great. About 6-7 weeks ago we stopped getting service at our home (or anywhere within a half mile). There are no service outages listed but something with a nearby tower must have changed. I called technical support and after a few questions was put on hold for 90 minutes until I gave up. I attempted to chat with somebody and after 30 minutes was told to call technical support. I attempted contact on Twitter and didn't receive a response. Needless to say my first experience with VZ customer support has been pretty awful.

Is there an efficient way to actually get help? If the lack of service is going to be a long term problem then I'm fine switching carries and having them pay my ETF. I'd rather not go through the hassle but if I can't speak with somebody who can help I'm not sure what other choice I have.

Any help or tips would be much appreciated.

Brain

Comments

Verizon_Support

@lath19

I am so sorry to hear of the problems you're experiencing with our network at your home! I would love the opportunity to assist you with your service.

In what zip code are you experiencing problems? How is service when you're outdoors at this location? Are you having problems with calls and/or data services? Please let me know so that I may further assist. Thanks!

AnthonyTa_VZW

Follow us on Twitter @VZWSupport

lath19

Hi Anthony -

I'm in zip code 90808. The problem is mostly data though calls can be

problematic at times (currently at 1 bar). When I leave for work in the

morning the data doesn't connect until about 1/2 mile south of our home. If

I go on a walk around our neighborhood it will occasionally pick up a 3G or

4G signal for brief period of time.

Everything was working great for the first 7 months after switching to

Verizon. Then one day both of our phones stopped getting service which

leads me to believe something happened with a nearby tower. Maybe a tower

was moved, something broke, etc. Any help you can provide would be much

appreciated.

Brian

// Sent from my Galaxy S4 //

On Jun 20, 2014 5:23 AM, "Verizon Wireless Customer Support" <

Verizon_Support

Thank you, Brian. Coverage looks good in the area. What devices are you using? Have you attempted removing the SIM card to refresh the network?

AndreaS_VZW

Follow us on Twitter @VZWSupport

lath19

Hello, this did not help on either phone. Samsung GS4 and LG G2. Any

friends who visit our house and have Verizon no longer get service so it's

not a phone problem.

Brian

// Sent from my Galaxy S4 //

On Jun 22, 2014 6:51 AM, "Verizon Wireless Customer Support" <

dorothaj

We have the same problem--started just last Friday. They say we are now in a marginal zone for voice calling-I believe they must have made a change to the nearest tower to boost data (which works just fine) to the detriment of voice calling. I am at a loss to know what to do--we have 5 lines and have been with Verizon for 13+ years--had great cel service--just a few problems with phones-now can't make or receive any calls from home. What can we do? Surely they have to let us out of hte contract if they can no longer provide service?

LRVassar

dorothaj wrote:

We have the same problem--started just last Friday. They say we are now in a marginal zone for voice calling-I believe they must have made a change to the nearest tower to boost data (which works just fine) to the detriment of voice calling. I am at a loss to know what to do--we have 5 lines and have been with Verizon for 13+ years--had great cel service--just a few problems with phones-now can't make or receive any calls from home. What can we do? Surely they have to let us out of hte contract if they can no longer provide service?

You need to create your own thread.

bookbinder47

I am a long time Verizon customer and have always been happy with Verizon support, until today. The issue revolves around my aging father who lives in a rural area and need a devise that he can understand and that connects in his area. His original phone was much to complicated so when he went to his local Verizon store they sold him a new phone, gave him a new number, let him change my password and put this on my bill. I think this qualifies as elder abuse but was willing to let it slid if they had given him something better but they didn't. Still in stead of making a big deal about it, I went to my local store and was shown a very simple devise with one button, when pushed would connect with an operator... sounded perfect. Unfortunately he devise would not connect at all to Verizon service in my fathers area and had to be returned. The Verizon store gave him another phone that he has not used once in months because he can't understand it.

Having had good experience with Verizon customer service, in the past, I did not get on the phone and start screaming Elder Abuse, Elder Abuse I calmly told the first Rep what happen and when she said I was still in contract and would have to pay for early cancelation fees on the phone( that I hadn't authorized) and on the devise (that didn't work) I asked to talk to a supervisor. This guy couldn't take the hint that one of their salesman took advantage of my father and the closest he came to a "solution" was to do an investigation of where my father lives to prove that the devise didn't work. When I finally gave up and said "you win, I'll pay the damn $200. he wanted interrupt me, talk over me and repeat the totally unsatisfactory "solutions" he had offered before. This customer service call failed in oh so many ways

Verizon_Support

bookbinder47,

I have sent you a message for further assistance. I look forward to working with you on your account.

RobinD_VZW

Follow us on twitter @VZWSupport

Child Item