Service Degradation
Protius
Newbie

What is the best way to go about getting Verizon to look into why my quality of my cell service has steadily decreased over the last 12 months??

Have always had 3 bars or better inside my home but now I am lucky to get 1 bar. Call quality is ok and solid for the first 5 minutes or so of any call (incoming or outgoing) then gets choppy and will sometimes drop out completely. Same result inside or outside at my home address. Nothing has changed on my end and the symptoms are the same on both iPhone and Android phones and with friends and family who are also on Verizon when they are at my location.

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Re: Service Degradation
vzw_customer_support
Customer Service Rep

We always want you to have the best possible service, no matter where you are! We're here to help. Indoor use is always a challenge, due to the things that can block your signal. This link takes you to a video that explains the things that can impact your signal: http://spr.ly/66043aMOQ

 

Tell me, what is the make and model of your phone? Once you step outside your home, how does the signal change? Please share some details, thank you! 

-Jordan

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Re: Service Degradation
Protius
Newbie

I have a Samsung S8 and my wife has an iPhone 11. Situation is the same both inside and outside of my home.  1 bar even on the best days.

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Re: Service Degradation
vzw_customer_support
Customer Service Rep

We know it's important to get to the bottom of this. Please send us a Private Note, so we can assist. 

*Rebecca

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Re: Service Degradation
Protius
Newbie

PM Sent.  Thank you.

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Re: Service Degradation
AJG617
Enthusiast - Level 2

Wow does this hit home.  Over the last almost two years, I have been on the phone (allegedly with tier 2 network folks) trying to resolve the same issue.  Been in our home for over 30 years and had Verizon and before that Bell Atlantic and Nynex.  Even with a network extender, we periodically can't make calls (fails immediately - happened 7 times this morning), receive calls (phone never rings, no received call in call logs, but voicemail left) sometimes other VZW customers say they receive "this number is no longer in service" message, can't send texts (happened multiple times last night), group texts are not sent to every participant.  We get phone calls from family out-of-state asking why we don't respond to their texts when we never get them.

Without the extender, we have 1 tiny bar of coverage and all 5 or our phones (2 Z Fold4s, 2 Iphone Xs, Note 9, 2 S7s prior) can not reach  google.com. We had better data and call performance with 3G.  This is just pathetic.  Two  weeks back we lost power in a snow storm - couldn't call or reach any website with phones showing no service or emergency calls only.  This was never a problem with 3G or 4G until mid-2020 time frame approximate.

I have escalated this 3 or 4 times now and have only received a text message saying the issue has been resolved which is a lie.  I have never received a personal call back.  Even calls to tech support kept dropping and I'd never receive a call back.  It became so absurd that I had to use my T-Mobile phone to call Verizon tier 2 two weeks back for a 1 hour 34 min conversation where the tier two tech said they put in a ticket which last weeks tier 2 call confirmed was never done.

I do not understand the pathetic customer support or the lack of coverage at our house when for decades prior, we had adequate coverage.  All of our phones have been re-authenticated to the network 4 or 5 times with no improvement.  I have given up trying to get past the obnoxious Verizon Assistant.  My last attempt for resolution here.

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Re: Service Degradation
vzw_customer_support
Customer Service Rep
Sorry to hear from the bad experience that you have had with our services, please feel free to send us a Private note, so we can go ahead and verify all the possible solutions that we have for you today!
Remember that we are always available here for you 24/7.
 

>Benigno

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