5G Home no longer getting 5G service at my address

[Goat-Locker]

After verifying Verizon 5G service at my address, I switched my cell phones and home internet to Verizon. And life was pretty good. I averaged about 250 Mbps on phone and 5G home over Verizon's 5G network. A little faster during the day, a little slower in the evening, but always over 150 Mbps. Fast forward a few months. I start noticing TV shows buffering, slow internet browsing on 5G Home and iPhone.  Speed test on 5G Home is showing single digit speeds. 3 to 9 Mbps in the evenings, and 25-30 Mbps in the morning. 

Then I noticed that I'm no longer getting 5G on my cell phones when I'm home ( 2X iPhone 14 pro).  If I drive a few blocks from my house, I get 5G, but anywhere near my house, I'm limited to LTE .  I also looked on Verizon and see 5G Home is no longer offered on my street.  Obviously, I can't move my 5G Home router several blocks to find a 5G signal. And I think it's pretty clear that single digit speeds are not acceptable for 5G Home. What can Verizon do to fix this? 

[vzw_customer_support]

Hello, Goat-Locker. Thank you so much for this info and help is here. Please tell me more. What is your zip code? When at home, which signal indicator do you see on the phone, meaning LTE, 5G, or SOS? 

-Natasha

[Goat-Locker]

My zip is 92071. My signal indicator is LTE at home. I get  5G or 5G-UW once I get a few blocks away from my home.

[vzw_customer_support]

Thanks for keeping us posted. We appreciate the details. Verizon wants to offer the support you need.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[vzw_customer_support]

Thank you for sharing that zip code with my today, Goat-Locker. I did take a look at the area and we're showing 5G UW is expected in the area. You mentioned this was a recent change in your home. What, if anything, has changed with your device, plan, in the area, etc.? 

-Joseph

[Goat-Locker]

As I wrote in my first post, When I first switched to Verizon, both for my phones and home internet, 5G service was available. I was getting the 5G service indicator on my phones and 250+ Mbps on my 5G Home Plus service. Some time since then, I no longer get this service. Not on my phones and not on my 5G Home Plus. I'm getting the LTE service indicator on my phones (at home) and 5G Home Plus is so slow in the evenings that even 1080P TV streaming sometimes buffers or becomes pixelated. Evening speed tests on my 5G Home Plus are single digits.

There is no change in my equipment, and this service limitation is on all three of my devices (2X iPhone 14 Pro and 5G Home Plus). Something has changed in the Verizon network. Checking my address now shows 5G Home internet isn't available at my address, though obviously it was when I signed up...

[vzw_customer_support]

Thank you for the additional details. We will be sending you a private message to check further on your situation. 

~Ivone

[kiheiman1]

I have a similar problem.  I got Verizon 5G Home Internet for my home address in Phoenix (zip code 85224).  I installed the box and it worked good - I could access 5G and the download speeds were greater than 200 mbs.  I then took the 5G box to my cabin and installed it.  I got three signal bars and had access to 5G.  I then changed the address to zip code 85933.  Once Verizon registered the device, the signal strength dropped to a single bar and I could no longer access 5G.  The download speed is now less than 75 mbs.  I appears that Verizon has turned off my cabin access to 5G by only allowing the box to access 4G towers that are not very close to my cabin.  I suspect if I change my address back to zip code 85224 I would get access to 5G again.  Looks like Verizon does not want 5G boxes to access their 5G towers in the 85933 zip code.  Very deceptive on their part.  Why would they say that I can get 5G service, but not provide it once I installed the box?

[vzw_customer_support]

We are sorry to read that you are having issues with your home internet. To clarify, the home internet service can only be used at the original address it was registered to. If you have any questions, let us know.

~Freddy

[WistfulWander]

I'm having the same issue. Got 5g home internet almost a year ago when coverage first opened up at my home in Redwood City (94061), and service was great. 5g on mobile and Ethernet was fast. Now I'm only getting one or zero bars, and have to rely on wi-fi for signal. I checked the availability and it says 5g is not available at my location yet, even though I had it before. Signs point to a change in the network.

[vzw_customer_support]

I know I would be concerned if I once had reliable fast service, and now was having trouble with getting service, WistfulWander. I am here to help. When did this issue first start happening? What results do you get when performing a speed test now?

-Joseph

[WistfulWander]

It was concerning to see that the service that I'd subscribed to was not available anymore, but it looks like it may be partially resolved just about when I got your response. My wi-fi connection has improved back to 200 mbps on ethernet, and on mobile I'm getting about 50mbps. The other issue is the lack of 5G connection, and when my phone isn't on wifi I'm still getting LTE with only 10mbps. Not great, not terrible.

The issue started back in Jan-Feb, but I'd ignored it as spotty connection. The hope with using this style of internet was that I'd be able to give my desktop devices good wifi and keep my phone on 5G celular.

[vzw_customer_support]

Hi WistfulWander! Let's take a closer look at your home internet wi-fi performance and your phone. We do want to provide you with the very best connection available in your area. Please reply to the Private Message that will follow to collect details. We will continue there!

-Deb