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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vzw_customer_support
Customer Service Rep

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

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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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ilovfriday
Enthusiast - Level 2

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

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vzw_customer_support
Customer Service Rep

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

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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rmgenua
Newbie

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.

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vzw_customer_support
Customer Service Rep

rmgenua,

Help has arrived! Having slower than normal speeds for two weeks is definitely a drag. Let’s roll up our sleeves to figure this out for you. Ilovfriday mentioned they have an iPhone. Do you have an iPhone as well? If you don’t have an iPhone, what make & model phone do you have? Does the decrease in speed happen when you are inside your office as well as outside the building? Have you recently downloaded any new apps or software updates?

AliciaS_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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rmgenua
Newbie

Yes, I have an iPhone 6. It occurs both when outside and inside the building.  I have not updated software recently however I did download a speed test app after I was already experiencing the issue. I have also reset the network settings hoping it would fix but it has had very minimal impact.

Please excuse any errors; message sent from my iPhone

Ryan [Removed]

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

Message edited by Verizon Moderator

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vzw_customer_support
Customer Service Rep

You've done a lot of work on your own, and that's greatly appreciated rmgenua. You mentioned that you have not updated your software recently. What software version are you running? This could be impacting the way your phone connects to the network.

ErinW_VZW

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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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rmgenua
Newbie

10.2.1  the software is up to date. What is the solution here??

Please excuse any errors; message sent from my iPhone

Ryan [Removed]

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

Message edited by Verizon Moderator

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DT83
Newbie

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.

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vzw_customer_support
Customer Service Rep

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

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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ilovfriday
Enthusiast - Level 2

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.

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DT83
Newbie

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.

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rmgenua
Newbie

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....

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vzw_customer_support
Customer Service Rep

rmgenua-

Say it's not so, we're not ready to say goodbye! I'm on the scene & eager to help. I sent you a message to your community inbox, can you please reply there so we can get this figured out once and for all? Thank you so much!

AmberK_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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vzw_customer_support
Customer Service Rep

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

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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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DT83
Newbie

The good news is service appears to have been restored sometime this weekend. 4G speed seems to be back to normal. 

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rmgenua
Newbie

Wish I could say the same.. still trouble/non-existent in the Cedar

Bluff/North Peters/Kingston Pike area. Just attempted to run a speed test

both inside and outside of my work- inside failed and outside was less than

a 1 mbps down and up. The ping was as high has 352. The best part is, I

am using MY data to test how crappy the network is.. still haven't heard

back from Verizon about any of this..

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vzw_customer_support
Customer Service Rep

We are concerned to hear that you are still having the same issue, DT83. We want to be sure that we have exhausted all of our troubleshooting steps to turn this experience around and I’m happy to continue helping.

We recommend you run a diagnostic http://vz.to/1tuzrWq on your device at your earliest convenience to check the overall health. Does your phone have the newest software update? Clearing the browsers temporary files & cookies will also get things heading in the right direction. I have included additional details on how to clear the temporary files here http://vz.to/2lUFuEF Please reach back out to us when you have the opportunity and we will be ready to continue helping.

SteveR_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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JODSHO47
Enthusiast - Level 2

Same thing in middle TN. My husband and I have both called and were each told to do a reset or update on our phones. It's not an issue with our phones when it's both of our phones and most of our friends too. Several of our friends have posted this same issue and frustration on social media also. We have been with Verizon for more years than I can remember but if this doesn't improve soon we WILL be finding another service provider. [Removed] we might as well have TMobile considering the service we have now!

inappropriate content  removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

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Compassfs
Newbie

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.

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