Major LTE Problems in D.C.
dfizzo
Enthusiast - Level 2

Is there an explanation for the significant LTE service disruptions in central D.C.?


For the past week LTE service has slowed to an absolute crawl near Metro Center, literally 3-4 blocks from the "Verizon Center" (which you'd think would get great LTE service).

Every day from about 11:30AM on the LTE becomes absolutely useless and remains so throughout the afternoon and into the evening.


This is NOT a problem with my phone as this problem has been occuring for every person with Verizon in my office. We have never had a problem with the LTE service in our building before this week and going outside does nothing to alleviate the problem.

The service is fine in the mornings but without fail right around 11:30 it absolutely dies. Phone says it is connected to LTE services but nothing that uses data will work.

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JBinVA
Enthusiast - Level 1

Hey Verizon - LISTEN UP:

The boards are FULL of people complaining of slow 4G speeds. They are located across the ENTIRE COUNTRY. The devices include phones, tablets, MiFi devices - pretty much ANY DEVICE that Verizon sells for its network.

This is OBVIOUSLY not a device issue. So stop asking us what our zip codes are and telling us to reboot our devices, etc. You have a network problem. If your management insists that there's no problem, tell them to spend an hour reading this support forum. If they still insist, have them call me on my mobile number (calls still work, though I'm now getting dropped calls in major DC metro area). I can tell them all about it.

At this point, Verizon is billing us for data packages they are not providing. That's what's known in business as "breach of contract." (Although I'm sure Verizon's lawyers inserted some shady clause allowing you to sell us a service that doesn't work and still require us to pay.)

I'm calling customer service to demand a refund for service not provided. Maybe THAT will get someone's attention at Verizon, once the money starts slow down. I urge everyone else to call customer service and ask for refunds. Oh, and if you try to call tech support right now, expect wait times exceeding 15 minutes. I gave up yesterday.

Verizon, there is an OBVIOUS problem here. We ALL see it. Fix your network!

(PS> Tech support lurker: don't contact me. I don't need to speak to you. You can't help me. I'm not rebooting anything or taking out any SIM cards. Focus your time on fixing your network!)

Technical details: MiFI Jetpack 4060L (download speeds averaging ~.75-1.0Mbps if I'm lucky; mostly not useable)

                           HTC Droid (barely usable email; forget about web browsing - it wont)

dfizzo
Enthusiast - Level 2

The only saving grace here is that this is limited to the 4G band. If I

switch my device to 3G/CDMA only mode I can at least use that. But that

required a third party app to do as the device itself doesn't let you limit

yourself to 3G.

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vzw_customer_support
Customer Service Rep

Hey there JBinVA,

I'm sorry to hear about the issues that you are having with the 4G service in your area. I absolutely want to make sure that you are able to experience the blazing fast speeds that we advertise.

I can assure you that there is not a nationwide 4G outage. My 4G service is operating as it should be and I want to make sure yours is too.  I know the questions sound repetitive, but they are important and effective questions, because each issue is specific to each area, because like I said there is not a nationwide outage.

If your in a busy metro area it is possible that the towers are congested which can cause fluctuating signal, but in order to find out I have to ask the necessary questions. What zip code are you having this issue in specifically? Do they primarily occur indoors or outdoors as well? The reason I ask this question is because signal can be challenging indoors depending on the construction of the building.

These questions are not asked for nothing, but they do help us isolate the issue to see why you are experiencing issues in your specific area.  By what your telling me it is obvious that you are having an issue and I am here to address it.

We also need to complete the proper troubleshooting to determine whether it is a device or network issue.  Please provide additional details so I can better assist.

NicholasB_VZW
Follow us on Twitter @VZWSupport

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B33
Legend

An Updated PRL = Preferred Roaming List.. can make a worlds difference as Well in how a phone performs might not hurt to pass that along as Well.. b

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tdmne
Enthusiast - Level 2

Don't mean to hijack the thread but this is also happening in downtown DC near the Capital, zipcode 20416.  My Galaxy Note 2 is unable or barely able to load webpages during the day.

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dfizzo
Enthusiast - Level 2

No please, hopefully this will clue VZW into the fact that this is NOT an isolated problem and is likely affecting many customers. They seem blind tot he idea that there might be a problem in the area.


Even if it's just network congestion from some conference or event this kind of service disruption should be unacceptable to any reputable company.


Verizon, however, seems content to ignore the problem.

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Nitspatel
Contributor - Level 1

So finally I am not alone... here is link to my thread... https://community.verizonwireless.com/thread/806838 I have been fighting with them over the slow LTE issue in Washington DC area.. I hope they have some explanation soon !

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dfizzo
Enthusiast - Level 2

The CRO of Verizon Wireless acknowledged major slowdowns on LTE in major cities. So clearly all this discussion about our phones and other issues were lies and deceptions designed to convince us they weren't the problem.


So much money are we owed on our bills? I'm sure someone can quantify the value of lost service.

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phositadc
Enthusiast - Level 3

Another unhappy customer weighing in.  I'm right by metro center, but I have the problem throughout downtown DC.  Almost anytime I try to use my Verizon LTE phone during the day in downtown DC, I get absolutely terrible download and upload speeds.  Webpages barely even load (and frequently they do not load at all).

Unacceptable.  As several other customers have noted, this happens regardless of which device I'm using, regardless of whether I've rebooted recently or not, and regardless of how old my SIM card is.  It is unquestionably an issue with Verizon's LTE network in downtown DC during business hours.  I've attached a link to a screenshot to show how bad the service is:  https://www.dropbox.com/s/2svjcvw962ke93o/verizonDC.jpg

And FYI, the bottom entry (20.19 mbps down, 4.62 mbps) was achieved in Arlington VA at 9:38pm.  The top 3 entries (0.33 mbps, 0.27 mbps, and 1.20 mbps) are fully representative of my typical network speeds on Verizon, in downtown DC, during the day--i.e., terrible.

There is clearly an issue with LTE speeds in downtown DC.  Network congestion.  Call it what it is, recognize the problem, and please try to fix it.

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vzw_customer_support
Customer Service Rep

We don't want any of our customers to be unhappy with service phositadc. Having the service ou pay for is very important to us. Did we also submit a ticket for you and your issues. Have we performed any trouble-shooting for your device? What phone do you have? We can tell you how to perform steps to get your issue resolved.

KinquanaH_VZW
Follow is on Twitter @vzwsupport

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phositadc
Enthusiast - Level 3

This response is insulting.  Have you even read the messages in this thread?  This is not an issue with a device.  It is not an issue with troubleshooting.  It is an issue of network congestion.

Have a Verizon corporate representative in the downtown DC area (near Metro Center would be ideal, but numerous posts in this thread confirm it is throughout downtown DC) do some testing and it will unquestionably confirm everything posted in this thread.

I just ran a speedtest on my iphone 5s.  Signal strenght is -77 dBm on LTE.  I got a ping of 50 ms, which is good, but a download speed of a very choppy and intermittent 0.71 mbps, and an upload speed of 0.57 mbps.

ANYBODY ON VERIZON, WITH ANY PHONE, WILL GET SIMILAR RESULTS IN THIS AREA.  IF YOU DO NOT BELIEVE THE NUMEROUS PEOPLE WHO HAVE POSTED IN THIS THREAD, SEND ONE OF YOUR EMPLOYEES TO THE AREA AND RUN A SPEED TEST.

And yes, poor speed tests DO equate to bad real world results.  Webpages take forever to load.  It takes forever to send or receive an email with an attachment.  I can't download new apps.  It is very poor quality.

Again, I'd be happy, and I'm sure many others in this thread would be happy, if Verizon would simply acknowledge the issue and tell us that it is working diligently to fix it.

And just to be clear, since this point does not seem to be getting across, the issue is NOT with a given user's phone, SIM card, etc.  The issue is with Verizon's LTE network.  It is simply too congested.

Nitspatel
Contributor - Level 1

It is definitely very insulting. Here are the representative who replied to my post for washington DC Metro area congestion issue but they are yet to open the ticket or offer any resolution.

: : :

And here is the link to my post: https://community.verizonwireless.com/thread/806838

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B33
Legend

Have these Test been conducted in one minute Area Like Downtown,  North of the city, South of the City,  East or West ? Keep in mind they're may be different companies in a Big City as your's that manage & run certain Zones that carry the Digital some of it could be ran by Land Wire but i'd say most of it's run by Fiber Optic but if there is a break in any one of these System zones it can possibly lead to the Signal Degradation, And as big of an area that D.C. consist of it can take time to narrow down the Break if that is the case..  Hopefully not and Hopefully the Signal gets better.. b33

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vzw_customer_support
Customer Service Rep

@phositadc

It is never our intent to insult you or any of our valued customers.  I understand your point and want to do everything I can to resolve this issue for you.

Have you had a resolution ticket filed for the 4G problems in the area you mentioned?  If not, please follow me here ( ) and send me a Direct Message including your name and wireless number so I can further assist.  Thank you for your patience and your understanding!

Follow us on Twitter

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phositadc
Enthusiast - Level 3

I appreciate your response, but neither you nor any other Verizon Customer Service representative seems to understand what is going on in this thread.

The problems described in this thread by countless Verizon customers are not specific to any individual or to any phone.  They affect every single Verizon wireless LTE user in downtown DC.

Thus, whether you talk to me or any of the other posters in this thread individually is pointless.  I request, yet again, that Verizon simply have one of its employees in the downtown DC area run some speedtests on Verizon's LTE network.  It will unequivocally confirm that Verizon's LTE network suffers from massive overcongestion in downtown DC, resulting in extremely poor speeds, which results in poor browsing experience, inability to send email attachments, inability to download apps, inability to stream music, etc.

Just for the record, I just ran another speedtest on my iPhone 5s near Metro Center.  Ping was 45, which is great.  But download speed was 0.89 mbps, upload 1.13 mbps.

Again, this is unacceptable for Verizon LTE service.  And again, it is not me, it is not my device, it is not my SIM card.  This is simply every day, typical Verizon LTE speed in downtown DC.  Please acknowledge the problem and tell us that Verizon is working to reduce network congestion in downtown DC.

Nitspatel
Contributor - Level 1

Screenshot_2013-10-31-14-20-58.png

Nitspatel
Contributor - Level 1

This is at K st NW downtown at zip 20006.

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B33
Legend

Nitspatel

I think the Reps are try as hard as they can to Solve this situation with what they have but there comes a Time when even it's out there hands and can do No more and I'm not taking what your try to get through an throw it under the Bus but the congestion with the 4G in your area is no different than congestion that you probably see out on your Local Freeway Arteries I know see congestion of the Free ways in our near by City of Wichita, Most of the time they can handle Volume but there is a particular time of day that it's bumper to bumper and it takes time to clear out..

And the only way to help the congestion weather it be in Highways or our Communications is to Build out more to Handle the Volume but we all that Takes money and even though the money that comes out your pocket and mine it's still a big cost and there are other factors that i'd say that Verizon has to look at to solve the issue that you and other customers are putting up with in that area.. Hope with the complaints it will get the ball Rolling but it may take time we all know how road projects linger on I can remember going up to Kansas City with dad many times and the Construction Projects they started 20 years ago there still working on some have got done but some just rolling on..

I snapped a couple Speed Test shots of what I get here in my Area) there are three Tower locations the 1. is located to the North of me at distance of 2 miles or Less the  ( 2.) Tower that is on top of an Apartment building is to the West and is about 2 1/2 miles from me and the ( 3.)  is to the south and is about same in Distance.. here are the results of those Test..

One thing I did with OOKLA I removed the Advertisement and when an update come on my Device I check with in the app of the Reviews of the Customers that are using it If a good share of the Reviews are indicating Good I update the App so ya might check for Updates on your phone as this can sometime make a difference on how the App works..

And just to add the screen shot you Took of your phone it looks like there buttons on a Android phone and not a iPhone but I might be guessing wrong.. I don't see to many iPhone's and they may have changed there button key Layout from what I see a few years ago..  

Speed Test 2  Screen Shot  Ra  10  31  2013.png

Speed Test 1 Screen Shot   Ra 10  31  2013.png

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phositadc
Enthusiast - Level 3

B33,

Are you in DC?  If so, where exactly?  Those are much better speeds than most others are seeing in downtown DC during business hours.

Also, I think Nitspatel's frustration--and my own frustration--stems from the fact that Verizon seems to be ignoring us.  If you read this thread, you'll see all sorts of comments about devices, SIM cards, troubleshooting, etc.  I think what we are really after is an acknowledge from Verizon that (1) yes, the speeds shown in this thread are unacceptable for LTE service, (2) the problem is due to congestion, and (3) they are working diligently to increase their network capabilities.

Instead, we get no acknowledgement of a problem whatsoever, and repeated requests to "troubleshoot."  But as repeatedly stated in this thread, no amount of troubleshooting is going to help.  It's a Verizon network issue.

It's all smoke and mirrors, but we just want Verizon to acknowledge the issue and tell us they are trying to fix it.

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B33
Legend

No i'm not in the DC Area but I'v seen those low numbers like that even in the City that I live in even on 4G"  it was worse when we had only 3G" .. But when our State Fair is going on our City swells in the big number's of people and it lays a heavy burden on the System. To help stabilize the system here in our city Verizon brings in Mobile mini Towers which they may have to do in you in your Area as well to combat the problem that you and other customers are seeing..

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Nitspatel
Contributor - Level 1

Hi B33,

I can definitely relate to what you have to say. But trust me as phositadc mentioned we are frustrated because they are yet to acknowledge that there is a issue with their network congestion. My issue started in June and I gave them all the speedtest results since then, went their store many times, replaced 5 sim cards, 4 troubleshooting calls almost an hour each, community forum posting since september, 5 representative replied to post ,every time each of them asking for same question and then they get lost. So you tell me how will I not get frustrated. And its not as if I am paying less, asking so much money for reliable network should definitely provide that level of service. If not, then just compensate the consumers or at least pay attention to their complaints. Anyways I really spent enough time and I believe Verizon does not deserve my business anymore. If I have to receive this kind customer service I would rather stay with T-mobile and pay less for the services that are not rendered to me.