Slow Data Speeds, West Knoxville, TN
ilovfriday
Enthusiast - Level 2

I have called customer service to report this issue but they advised that I also report here for a faster response. In West Knoxville Tennessee around the intersection of Peters Road and Cedar Bluff (about a 2 mile radius around this area) data speeds on LTE have been horribly slow. I have dealt with it thinking the issue would get resolved soon but the issue has been occurring for over a 2 months now and multiple other people I know are having the same issue, all iPhone users - I have not talked with other device users about the problem.  A specific address you can check is a Kroger @  9225 Kingston Pike, Knoxville, TN 37922.  I always have  a full signal in this area and can make/receive calls but the data speeds are the issue. Today, specifically, the data service is completely un-usable, a speed test shows less than 3g speeds.  Just a few miles down the road speeds are fine.  I am not on an unlimited plan and are not de-prioritized.  This is near my work and I have been near here a 3am and the issues occurred then, There is some technical problem and I would appreciate an expeditious fix. See the speed test results below for an example of this issue.

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ilovfriday
Enthusiast - Level 2

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 Smiley Sad.

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DT83
Newbie

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!

Screenshot_20170313-144934.png

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DT83
Newbie

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

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JODSHO47
Enthusiast - Level 2

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!!!

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DT83
Newbie

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.,

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ilovfriday
Enthusiast - Level 2

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.

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mjharper
Newbie

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

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ilovfriday
Enthusiast - Level 2

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.

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ilovfriday
Enthusiast - Level 2

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 Smiley Sad.

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rmgenua
Newbie

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

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buyCAT
Newbie

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.

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vzw_customer_support
Customer Service Rep

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

Follow us on Twitter @VZWSupport

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!!

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buyCAT
Newbie

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

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vzw_customer_support
Customer Service Rep

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

Follow us on Twitter @VZWSupport

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!!

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buyCAT
Newbie

The signal is good but the network perform is not.

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MICCOM3
Newbie

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?????

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vzw_customer_support
Customer Service Rep

MICCOM3,

We appreciate your 20 years of loyalty. Our goal is to provide you with exceptional speeds 24/7. Allow us to investigate your data speeds concern. Where (indoors or outdoors) does this happen? Are you able to receive exceptional speeds in other areas?

CoreyM_VZW

Follow us on TWITTER @VZWSupport

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!!

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MICCOM3
Newbie

I have tested my LTE speed from Bearden area to west Knoxville past Farragut - both on phone and pad, and it is consistently 1-2 Mbps down and >1 up. This started within the last 30 days and I have a momentary pop of 5-7 Mbps down/up randomly but then it doesn't hold for more than a minute or two. I have not been able to find a pocket where I am receiving proper speeds. And I am not on your unlimited plan.

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vzw_customer_support
Customer Service Rep

MICCOM3, your account's data speeds concerns are our concerns too. The results of the data speed tests you've recently completed is very disappointing. We want to make sure we're doing everything we can to get your data speeds up to par. You've provided us with the names of cities where your data speeds are affected (e.g.W. Knoxville, Bearden, Farragut). Just to clarify, what State are you referring to? - RobertC_VZW

Follow us on Twitter @VZWSupport

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!

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MICCOM3
Newbie

All those areas are in Knoxville, TN

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MICCOM3
Newbie

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.

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