Slow Data Speeds, West Knoxville, TN

This will be my last post here... I got a call from Verizon yesterday evening saying they are closing the case because the problem is now resolved where resolved by there definition is that they have analyzed the problem and their is no near term fix.

The issue as they describe is due to "tower overloading" in this specific area and a change was made on 4/3/17 to relive some pressure. From my experience I am able to use my phone on LTE in this area now but just barley; 3g is still giving better speeds. The person I spoke with said that the more complaints they receive will cause the "signal team" to evaluate installing a new tower in this area. Even if they decide to install another that would take many months to complete.

I urge anyone in this area who is having issues to contact Verizon, insist that they open a case - if they tell you there are no reported issues in the area that's a lie and I have case number to prove it. If they do not connect you with someone who either provides you a case number or sends one to you via text nothing is recorded and nothing will be done. We need multiple reports so they will take action.

This whole situation shows that version is falling from their throne of best carrier. Any company like this monitors their equipment; they had to know this was going to be an issue long ago by looking at trending data but they took no action. I would put money on the fact they are planing to "fix" this issue in a few years when 3G gets turned off by using that spectrum for LTE. If this gets worse again in the coming months, as I fear it will, I will have not choice but to jump ship to AT&T :smileysad:.

All comments

Let's get you back in the 4G fast lane ilovfriday. I have verified there are no reported issues in the area. Do you know of other Verizon Wireless customers in the area who are experiencing the same issues? Are issues only when you are indoors only or both indoors or outdoors?

Thank You,

MichelleS_VZW

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

This when standing outside and as reported in my original post I know multiple people who are affected in the same area.

ilovfriday,

Thank you for clarifying. I wouldn't be able to function if I had service issues especially when it's been happening for over 2 months! Not to worry, I am confident that we can get this resolved. Please check your inbox for my Private Message.

RyanC_VZW

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

rmgenua

I am having the SAME issue. I have tried closing out everything, rebooting, turning off WIFI, etc. but nothing is working. I have been trying to download a speed test app to test the network, but my phone won't download it on the LTE network. My work is located in the exact same area ilovfriday has posted about. However my issue has been a much smaller time span- only 2 weeks of this issue. If you were able to help ilovfriday, please share the love! Any insight or fixes would be greatly appreciated as my phone is basically a paper wait during normal business hours until I can get home and be on my WIFI network.

I have a Samsung S6 as does a friend of mine. The 4G speed in West Knoxville has been unusable this week. I am getting less than .88 Mbps Download and .01Mbps upload.

Compassfs

Same issue in the same area. Wife has iPhone 7, I have galaxy s7. Terrible, useless speeds. Just switched from Sprint for "better" service...My aol dialup from 1998 was faster than this garbage. Cant post picture, but .32 download, .01 upload. Took 10 minutes to even complete the speed test.

We want to help speed things up, DT83! Thanks for reaching out. Are you two noticing this issue at multiple locations in West Knoxville? Are you and your friend on the same or different accounts?

ChrisM_VZW

Clearly there is an issue As multiple people are reporting it. You guys need to stop asking questions And waiting days to respond and actually send a field technician to fix this problem. The service I have is unusable! There has to be a better and faster way to get this fixed, customer service said this method would be quicker than them so I have to wonder how you guys ever accomplished anything. Fix the darn problem already.

I am noticing the most trouble in the Fort Sanders West complex off Kingston Pike right next to Pellissippi Parkway. I work in this complex and Verizon 4G has been unusable all week. Several people I work with who have Verizon are having the same issue in this complex. I have full signal and 4G is on, it is just painfully slow and unusable.

rmgenua

Obviously, Verizon does not care about this issue, even after multiple people have tried to get answers. I agree with ilovfriday: if they really cared they would stop asking redundant questions and actually fix the issue. Additionally, I even went to the Verizon store in Turkey Creek and I was told it was my phone and not the service. They insisted that I needed to purchase a new $650 iPhone and only then would the issue be resolved! Verizon- what is the solution?? Are you going to fix (or at least attempt to fix) the situation?? I guess I need to start exploring my options of switching service....

Having a reliable data connection where you need it is important, DT83. That is definitely concerning that multiple users are having the same issues. I checked the area and I don’t see any reported issues currently. You mention that you have the most trouble at this location. How far must you travel before service improves? Are you able to run a speed test at that location? You can use a website like http://www.speedtest.net

Also, has there been any changes in the last week, before this issue started?

JosephE_VZW

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

I spoke to soon. Verizon in the Fort Sanders West complex is still painfully slow again. I suggest someone from Verizon come sit in the parking lot at the Fitness Center and run a speed test from a Verizon phone connected to 4G. This is not isolated to a couple of people, I have heard a lot of people complaining about the speed today!

To upload this picture I had to connect to Wifi!

Both of the provided links return "an unexpected error has occurred". This happens on wifi, 4G, and on my laptop from multiple Internet Connections.

There is nothing wrong with my phone. It works just fine everywhere else except Cedar Bluff - Fort Sanders West off Kingston Pike. I am not the only one in my office experiencing these issues with Verizon. This is not an isolated issue with me, as there are others in this post having the same problems in the same general area of West Knoxville.

Instead of giving us the run around and asking us to try a bunch of stuff that doesn't matter and won't change anything, why doesn't someone from Verizon drive over here and see the problem for themselves.

The Address I am having issues at is [Removed] Knoxville, TN 37922

The Address ilovfriday provided is[Removed] , Knoxville, TN 37922

Who do I contact to receive a credit for the lack of service and time and trouble trying to help Verizon realize there is a service problem?

personal information removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

JODSHO47

It's funny how the Verizon rep keeps saying "no issues have been reported in the area"...UMMMM...do they not see all these people REPORTING ISSUES IN THE AREA??? WOW!!!

This has now been a problem for 3 weeks and still no resolution or help from Verizon. We have provided business addresses where the connection is consistently bad and no response or acknowledgment of a problem from Verizon. It is as simple as driving to one of those addresses, sitting in the parking lot, and trying to use 4G on your cell phone. The problem will immediately be obvious.

I know it isn't my phone because other people's verizon service in the same location is just as bad. My phone works fine in Hardin Valley and just about everywhere else I go in Knoxville. However, while at work in the Fort Sanders West complex and around Cedar Bluff the 4G is useless.

I can't run a speed test today because it gets stuck at "finding the best server..." and never connects.

Will someone please take this seriously and investigate the problem and let us know when we can expect a resolution. I depend on my 4G coverage for work and personal use, which I why I spend a lot of money each month for Verizon. I understand that issues occur and that is acceptable, however 3 weeks with no resolution is not.,

Since it's clear that the people here have no interest in solving our problem and are only using canned responses I am going to escalate this a bit. First I plan to file complaints with the FCC and FTC along with the Tennessee Attorney general. These may not get anywhere but my hope is that it will make it to someone at Verizon that will actually get in touch with the department that can fix this. Next I am going to use my business contacts with Verizon (my company has hundreds of Verizon phones) to see if they can help.

I encourage anyone having this problem to files the complaints - I am formally accusing Verizon Wireless as being negligent. There is zero excuse for this; a company the size of Verizon monitors their equipment and someone that can fix it know this is an issue - why it's not being fixed is un-explained but I will get an answer and will report back once I know more. To the Verizon people working this board only respond if you have something intelligent to say and keep your canned, un-helpful responses to yourself.

mjharper

I'm having this issue too. I work in an office complex off of Parkside Dr. by the Kroger you mentioned, and I have also noticed slow/nonexistent data speeds on LTE. I've gotten in the habit of turning off LTE for data so I can still use my phone at work. At first I thought something was wrong with my phone, but I only experience the issue at work. Thanks for posting, and add me to the list of disgruntled Verizon LTE users in this area.

P.S. iPhone 7 Plus, iOS 10.3

I wanted to give everyone an update. Shortly after my last post I contacted Verizon and insisted a case be opened and that I get a followup on what was being done. They opened a case and I did get regular text updates saying that the issue was being worked on and then this morning I received one saying my issue had been resolved to try my service again. From my perspective the issue is not resolved, by disabling LTE and falling back to 3g my speeds are still faster. As of right now I am seeing about 1 megabit download speeds on LTE which is better than the .01 I was getting last week bit this is not resolved in my opinion...

I called customer service and referenced the ticket number I had been given; the notes on the ticket indicate that the issue was that the tower in this area is overloaded and that the technician "increased available spectrum capacity" and "rerouted some areas to different towers". I informed them that the issue is not resolved from my perspective and that I would like the case re-opened. They have re-opened it and I am told to expect a call from the technician who worked the case. I will followup when I know more.

rmgenua

Hey-

Thank you for sharing and looking into what Verizon apparently will not. [removed]

On another note, been talking with a close friend that works for Sprint. [removed]. Apparently more people in Knoxville are switching due to Verizon's poor service.

Personal email is [removed]

Thanks,

Ryan

buyCAT

My wife and I have had the same Problem since moving here in July 2016, especially in Farragut. The data is not usable most of the time. I've never experienced such poor network performance on Verizon. I now have at&t fiber at my home and am thinking about switching to them for cell service. It hate that it has come to thIs.

Nobody here wants you to leave, buyCAT. What's a nearby intersection or landmark in Farragut where this happens? How far do you need to travel before picking up reliable signal?

DavidH_VZW

buyCAT

west of Farragut high school on Kingston pike is terrible. East of there it gets better.

buyCAT

The signal is good but the network perform is not.

This moves us closer on honing in on the area. When we have tech go out there we'll need to include in our report the speeds there. What are you download and upload speeds East of the high school? http://openspeedtest.com/

DavidH_VZW

MICCOM3

I have had this issue all month- Verizon doesn't seem to have any ability to be offering unlimited data, it is congesting the towers and ruining everyone's connections. I'm not on an unlimited plan and out in W. Knoxville by the mall I am getting 1.26 down and 0 up on LTE.

MICCOM3

I have been with Verizon nearly 20 years and I have always been pleased with your service- however this month my cellular speeds have dropped from averaging 60 Mbps up and 12 down to a just clocked speed of 1.26 down and ZERO up-- and this is consistent for at least the past month. What is going on?????