Mobile hotspot ping spikes and DL/UL speeds
MonikaC
Enthusiast - Level 1

Verizon customer 2+ years now.  Over the past year and a half, service has constantly been degrading.  I live in rural Texas, and have no access to internet other than traditional satellite internet(Viasat, Hughesnet, Excede) which come with a guaranteed ping of 700+, so I use my 4g hotspot for gaming and online activities.  Never had any ping issues in the first 6-12 months with verizon, but now I am getting constant periods of time where ping (which is usually 40-70) will fluctuate between 70-100ms, and bounce upwards of 700-1000ms(5000+ at times) rendering my hotspot useless.  The fluctuations can last anywhere from a few seconds, to hours at a time, making me unable to do anything online.

Other issue is with my DL/UL speeds.  Have done about 1-2 pingtests monthly since I noticed my speed, especially upload, were rediculously low.  Download speeds ranged from 0.04MB/s-1.86MB/s(usually near lower end), and upload speeds that range from..........

0.00MB/s(multiple times) up to 0.07MB/s AT THE BEST.  Now last I checked MB -> Mb = multiply by 8, which makes my upload speeds at a MAX, 0.56MB/s... about 6x lower than their minimum advertised speeds.

I have brought this issue to verizon multiple times(10+) including the times where we have a complete loss of signal during the evenings for an hour or two, sometimes all night until the next morning.  Verizon's answer? tell me they will send it up to the next tier tech, whom I never hear from, and then a day or two later receive the SAME link telling me its because I live in an area with poor service.  Yet it is only occasionally that i experience this poor service, usually during times that would be considered peak congestion, though as said before, sometimes the zero service lasts an entire night.

Would love any suggestions or help on the matter, including how to get Verizon CS to actually look into my problem because at this point i feel like the whole company is run by bots and they just keep "reshuffling me back into the deck".

Oh and I have already initiated a complaint through the FCC but I don't have very high hopes for this to resolve anything either.

Re: Mobile hotspot ping spikes and DL/UL speeds
vzw_customer_support
Customer Service Rep

Oh, dear, MonikaC! I do want to make sure we're providing the best data speeds possible! I have a Hotspot myself, and I know how valuable they are! Let's move into the Secure Channel, open your account and get to the bottom of what's happening right away! Please, click on the link below to get started!

 

By connecting with us, you grant us permission to review your services, so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note that the link we provide has a timed expiration, so we encourage you to continue as soon as possible. Authenticate and continue here:https://www.verizonwireless.com/campaign/smauth

 

*chance

0 Likes
Re: Mobile hotspot ping spikes and DL/UL speeds
MonikaC
Enthusiast - Level 1

Tried the link, expired already I suppose.  Had another service blackout last night on all 5 phones on our accounts for multiple hours, 2 Samsung S22+, and 3 I-Phones on S.o.S. mode.  I am going to attach a screenshot of my ping tests I have run over the past few months to show the dire circumstances of my situation. 

 
As you can see, download speeds are about 50/50 on if they hit advertised speeds, upload speeds, not even close to advertised speeds, and possibly causing bottleneck because I have literally ZERO upload speed at times.
0 Likes
Re: Mobile hotspot ping spikes and DL/UL speeds
vzw_customer_support
Customer Service Rep

Thank you for sharing that information, we greatly appreciate it. Having reliable service is vital, and we are here to help! Can you please send us a PM to better assist you? 

0 Likes