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5G Home Internet Speeds in the Evening

I've had 5g home internet since Nov 2023. In the morning, I can reach speeds of 300mbps. At 8pm, the speeds are as low as 2mbps (99% slower). If I run a speedtest on my Verizon cell phone on the cell network at 8pm (right next to my computer), I'll get speeds around 100mbps.

I understand that speeds can decrease in the evening due to network congestion, but 2mbps?!?! It's ridiculous. I also get that cell phones get network prioritization over 5g home, but the difference in speed between my cell phone and 5g is unacceptable. It's not the position of the device, since it works fine in the morning.

I went through all the troubleshooting with support via chat - they did a hard reset of the device and several other things with no success. They admitted my speeds were slow and it was a problem on Verizon's side and would forward the issue to engineers.

Nothing has changed though. If it doesn't improve soon, I'll just cancel. It looks like they rolled this out too fast without ensuring any consistency. I've had Verizon for 19 years and until now, I was very happy. This has left me very unhappy and dissatisfied with Verizon.

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Comments

vzw_customer_support

Oh, no! We are truly sorry to see you in this dilemma. We know the importance of having fast and reliable data. Verizon is here to help.

If you encounter any tech issues in the future, do not hesitate to use our Troubleshooting Assistant for further support: https://www.verizonwireless.com/support/troubleshooting/.

We sent you a Private Message, please review at our earliest convenience.

~Gilbert

I have the exact situation at my home. At Noon, it is 260 Mbps, then at 3pm it is 194, at 4pm it is 157, at 5pm it is 19, and at 6pm it is 7 Mbps. It won't go up above 20 Mbps until 9pm. This has happened 4 days in a row now. I've only had the service since November of 2023. I may not have it much longer. There are only 2 people in our house and only a few devices all day and night. The weather has been perfect and clear all 4 days. My online chat with tech support has gone worse than nowhere. The only suggestion is "reset the cube, that will fix it for sure". Of course this didn't change anything. The last agent told me the problem is with my Linksys router...what a joke. [To explain, I'm using the cube in IP Passthrough mode to my Linksys router which provides my home WiFi]. I even suggested it might be tower/network loading as everyone is at home using the internet. This produced no response from any of the 4 agents over the last 4 days. I'm at my wits end.

Exact same situation here in Mission Viejo, CA. It is as if we are on a “party line”. Anyway, because Verizon continues to push the service trying to sign up new users, and not create a better structure to handle the traffic, I dropped the service & went back to Cox cable internet. $70 gets HIGHER than the advertised speed of 250 down & 25 up. This is ALL DAY. So I’m happy to spend the extra $20. Round-the-clock customer support & a helpful app are appreciated once again. Best of luck to the folks still on Verizon 5G home internet.

Same problem here in San Diego. I signed up in Nov 2023. Things were much better a few weeks ago. Now connection becomes abysmally slow starting around 5PM. Unfortunately, that is when my family needs the connection most for evening work calls, school homework, entertainment, etc. I had much better expectation from Verizon. Cannot continue with the service; will need to switch back to Spectrum, which is the only other provided in my area.

This is not really a tech issue. Base-stations servicing Home Internet customers need to be configured with proper QoS. When I see dogged throughput, modem/router unit has a strong signal. No degradation what-so-ever. It really is the base-station which is not able to handle increased traffic.

vzw_customer_support

We're so sorry to hear that you're having problems with your 5G Home. We want to make sure you're always getting the speeds you need, and we're here to help. Just to be sure, would it be possible to disable IP Passthrough as a test? It is also possible that the towers might be busy during those hours, and we'd like to check that as well once we make sure it's not the router. Please keep us updated. We want to make sure this is resolved.

~Jesse

Yes, IP pass through was already disabled, I just double checked on the advanced network settings. Just to be clear, I do not have a secondary router, I use the Verizon gateway as my WiFi router. Thanks.

vzw_customer_support

We're sorry to read that you're still having issues. To better assist you, we will be sending you a private note.

~Freddy

vzw_customer_support

Hello, InWi. Help is here as we don't want to see you leave us. Please tell me more. What are the speeds you get during the evening? What is your zip code?

-Natasha

Today (Monday, Feb 5) at 4pm, I took a series of speed msmts from 2 network locations: 1: Ethernet cable to my router, 2: Ethernet cable directly to the Verizon 5G Home cube. They were nearly identical at ~11 Mbps downlink. I used the same laptop for both sets and I repeated them 3 times to make sure. lt is a rainy day today, but it was not raining during the testing. I still believe the Verizon network has issues, not the LAN connection in my home.

Knowing that we will never get that precious time back,, that we have wasted chatting, calling, researching...

while they drop the calls, disconnect, cannot speak or understand english, or my favorite, suddenly a new person just jumps in the chat.

They just waste our lives, never ever addressing the problem.

I truly have PTSD when it comes to this garbage.

JUST deliver what you promised!

If you figure something to, please share!

I just ran several speed tests at 5pm PST, zip code 92881. The best I got was 3.09 mbps. What a joke. Seriously Verizon?!?!? I got better speeds from AOL back in 2001 using dial up. FIX THIS! You are lying to your customers! Your own website says typical speeds 85-250 mbps. My typical speeds are between 2-10 mbps. Buyers beware!

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vzw_customer_support

GetAwayStkx, we want to make sure you get the help you need with your 5G Home. Having fast and reliable data speeds is important and we'll make sure we figure out what's happening. Please try these steps to improve reception, and let us know how it goes. https://www.verizon.com/support/knowledge-base-303197

~Jesse

Exact same with me, although I didn't bother with customer service as they are usually a waste of time. It started about a month ago for me. I canceled today. Switched back to Cox. I have a two-year non-contractual deal with them for $65/month. Getting ~940 down and ~40 up with unlimited data (part of the deal) and gateway included. I'm set for two years!

I live in San Diego/Bonita area. I've also experienced horrendous speeds especially after 3pm up until about 11pm or 12am. The speeds are anywhere from 2.9mb/s download to maybe 3.88mb/s. I get that these are "peak" hours, but dang, you can't even search google and much less stream a video. I've had their service since April 2023 and this is a new issue that I started experiencing about 10-14 days ago. I've done done all the reset/restart procedures and even relocated my equipment without avail. I've resorted to using my phone as a hotspot when I need to get things done. I chatted with someone online for 2.5 hours and got nowhere, beside them chatting a message every 25 minutes.... I think Its time to cancel and go back to Cox. I thought I was done with them, this was sadly short-lived.

Im switching providers. Just got my new gear today. Have to mail new SIM cards to my sons and good bye Verizon.

customer service DOES matter.

vzw_customer_support

Hello, iceman09, we know it's important to have the fast speeds you've come to rely on. What zip code are you in? You mentioned your gateway has been moved. Is it near a window? I understand you reached out for support previously as well. Have any other troubleshooting steps been completed so far?

-Lauren

My zip code is 91902. The gateway has always been on the window, I've tried different locations without help. Me and my 2 other neighbors are about to cancel because of this ridiculous performance. There are still sales people going around signing people up every day even though it doesn't perform.

vzw_customer_support

@iceman09
wrote: My zip code is 91902. The gateway has always been on the window, I've tried different locations without help. Me and my 2 other neighbors are a bout to cancel because of this ridiculous performance. There are still sales people going around signing people up every day even though it doesn't perform.

The last thing we would want to see is for you to leave us, and I know how much I demand from my home internet. You mentioned that you've had to resort to using your mobile hotspot when this happens. Is your phone also on Verizon, if so, what is the difference in speed test results from your phone vs your home internet when this issue is occuring?

-Joseph

I have AT&T, which gives me 80 mb/s consistently as a hot spot.

vzw_customer_support

We want to check in with you to see if you are still in need of assistance. Please let us know as we are here standing by.

-Natasha

vzw_customer_support

Thank you very much for the details. We're sending you a Private Message so we can better help

~Jesse

This has always been an issue for me. Its always been the same issue with an easy resolution that I always forget!! Its MS Updates (I have auto update turned off) but for some reason it hogs up the connection as if its waiting for me to download and install. settings...windows update...download & install.

Make sure you check this before you go apoplectic on a customer rep who cant help you anyway!

Similar issue since Jan 2024. Reboot about 20x, Changed location of Verizon box, got a new box,

File ticket 4x without resolution. Still inconsistent speed for last 6 month. Slow to 10mbps after 5pm-11pm. Normally 200+ in the morning.

Likely to drop this service in the next month and get cox cable.

zip code 85284. Tempe, AZ

vzw_customer_support

Hello, liupublic. My apologies to hear of your experience as we want you to love the service. Thanks so much for all the work you have done to resolve this. Did you receive any word back on the tickets submitted? Do you have the ticket number?

-Natasha

No response after 1 week

NR-B000011601721

very unresponsive tech support. Tried voice call again. Unable to speak to live agent

Tried texting support. Finally got a response on the third agent. No update after 8 days.

I just got off the phone with tech and they know this is done on purpose. I will sign up for a different provider now that I know Verizon purposely do this. Sad that they went from good to terrible. Not going back. Bye bye Verizon.

Discussed w a tech. They get off work at 8pm eastern time. That’s 5pm on west coast. So they are unable to troubleshoot a slow DL issue starting at 5pm @ my state. A little disappointing.

vzw_customer_support

Hi, we want to make sure we're aligned in clarity when it comes ot our services. As mentioned in the original post, speeds can be impacted by things like network congestion and device location. verizon.com/5g/home. The speeds are able to adjust in an effort to provide service to everyone on the network. If you have not been through any troubleshooting to maximize your speeds please let us know.

-Melissa

I have been through 4 escalations so far since Jan. So far slow DL speed btw 5pm-11pm has been consistent for 6 months. Thus far, no one at Verizon has been able to definitively explain to me how and when the situation will improve.

I have been passed along to many different tech support staff. Gone through the same trouble shooting with no improvement. Latest one is even more disappointing. The response was that Verizon is not available to test btw 5-11pm my local time

Same problem here in central Fla. Speed deops to 2 mbps right around 6pm and does not increase all evening. Great again in ghe morning. Done all the tests and resets as suggested by customer service. Said someone would contact me 48 to 72 hours. That was last week. I can understand being throttled, but at least give me a speed that I can watch the TV. Probably going back to cable.

vzw_customer_support

Hello there! We're sorry you're having issues with your speeds. When did this issue start? Have we been able to check on this situation for you?

~Ivone

Same exact issue, but my data is also affected. Both home wifi and data slows down to 2 mbps or slower from 8pm to roughly 2am. Spent 2 hours on the chat with an agent, and they said my router was outdated and needed to be updated. Weird, but ok, I don't know how my home wifi affects my data.

So I got my new router, and they did a network reset on my phone, all is well until 8 pm, and once again, data and home wifi is useless, 2mbps or slower.

THIS HAS BEEN HAPPENING FOR 2 WEEKS AND THEY DON'T HAVE A SINGLE CLUE WHAT IS GOING ON.

Went back to the store today, spoke on the phone with a tech rep, and again, since it's day time, he cannot find any issues with my service at all, I told him the exact specific details, gave him this forums post, and he asked his team members if they've seen anything like this, one of his team members has, but doesn't know what is wrong. I went even as far to joke with him and say someone has a radio frequency blocker, but the fact that other people are having this issue WITH THE SAME EXACT SPECIFIC DETAILS in other counties (92647 for me) just more absurd.

vzw_customer_support

I do get how frutrating it is not to have a consistent connection CaptSoph. You have invested your time to get answers. I want to send a private message to you so we can look specifically at your location and any other relevant influencing factors that are causing this. We will run tests to find out what is going on.

-Deb

Dang, wish I could get that deal here in Oklahoma. Cox only offers capped (1.25TB) in my area. I use about 4TB a month so unlimited is my only option.

What’s wild to me is that I’ll have speeds in the ~150mbps range but at 4-5am I’m getting 2mbps. That’s def not network congestion. I’ve just passed my 15 days trial period

vzw_customer_support

We're sorry to read about the speeds you're receiving on your service. What troubleshooting have you done? ~Peter

Troubleshooting the device doesn't help low end data prioritizing. This doesn't get mentioned

I am having this same issue now and chat support has been no help. They have said they fixed things on their ends and nothing has fixed the problem. It’s pretty obvious the speed is being greatly deprioritized because my phone works fine when they decided to slow my 5G home internet to unusable speeds every evening.

I am having same issue I get 250 mbps during day at 730 to 8 pm every night it drops out only may get 10 mbps top have only had service for 6 months been on phone multiple times still has not been fixed been thru 3 different devices still no change I live in fla

vzw_customer_support

We are here to support you. Sending you a Private Message now.

-Cryssie

You should ask if you’re being throttled. I was and without any notice or notification for many many months, and they didn’t say anything to me about it. This information comes up on your account page in plain sight. So instead of getting that crucial vital info, These tech support and customer care teams just had me running circles doing all the useless troubleshooting, the resets, power downs, new equipment installs, factory resets, all of it only to find out 2-3 days ago Verizon was intentionally slowing our speeds. We had reached our “ limit” on our ultimate “unlimited”plan.🤯🤯

This was a surprise cause I thought and unlimited plan was just that. Not true at Verizon , it’s a mostly unlimited as long as you don’t use too much of your “unlimited”data, at which point you hit a gate and they suppress your network speeds to prioritize others!

hope this helps save a couple ppl the hours and hours of lost time I have experience let alone the horrible customer care experience I have had, but I’ll save that story for another time.

vzw_customer_support

We certainly want to make sure you have the best connection possible, sending over a Private Message so we can better assist you.

-Kristen

How did you find out you were being throttled down

Day after our initial and only notification I somehow managed to find the only person at customer service that was willing to tell me. Mostly bc that was the “resolution” info I wanted. He told me it was happening and then referred me to our contract. So I could read a portion that gives them the ok. Just tell them the resolution you’re seeking is information.

If you try to file a complaint or speak to someone higher, or more knowledgeable, or who can answer questions about contract, or legal questions about your contract, you’ll be on the wheel of hold and transfer so it’s not actually logged.” Resolutions” seem to make the support team more money so we get the shaft of not having a complaint dept. other than another hold transfer to no one or like me you get hung up on .

I’m in the same boat. I’ve always been pro Verizon. I even talk them up to people I know. The internet is horrible. It’s put a really bad taste in my mouth. Verizon may lose a 20 year customer if the internet problem isn’t rectified,

vzw_customer_support

We want to make sure you are getting the service you deserve. I'm sending you a private message now.

-Jazzy

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