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Constant connection issues and constant replacement devices

When i first got the home internet, it worked fine. However more recently over the past 6 months I've noticed issues....

I ended up switching my phone over to verizon as a deal and EVER SINCE THEN ive had to contact verizon over 20+ times constantly. About the phone, about the internet, etc.

recently, I had to replace my Internet device because that's what the agent suggested. I sent the device back and well enough time, and they still charge my account +200 for "missing equipment" even though i have proof i sent it back. ever since I set up the new device, I cannot even access my home Internet through the app. every time I call I have to spend over 20 minutes on the phone... most times close to an hour.

I am extremely displeased. Tomorrow I will be calling Verizon and taking it to the highest authority possible. Its just a shame that over 20+ phonecalls about the same thing over and over cant even fix. I didn't even have this much trouble when I was with AT&T.

i havent had my mobile device for 3 full months! which says ALOT. sometimes when I do call, they can't even find conversations ive had. The chat agents, the phone agents, everybody is a different department yet its so hard to get anybody to do their job.

Where can I take this higher than a supervisor, corporate?

Comments

Verizon_Support

Hello, lyeahhhhhh. My apologies to hear of this experience as we always want you to have only the best in service with us. Let's work together to ensure this happens. Any pending software updates for the device? Has there been any changes to your address. What are the speeds you are receiving from the service?

-Natasha

Johnsonn1

Mine did the same. So I had to get a different router. Instead of the small cube box they sent me the rectangular one. I was also told they only had one whole home extender which isn't accurate either. The small cube extender is E3200.

The one I was sent and finally worked was Gateway -WNC-CR200A and Extender is CE1000A... they also have Gateway ASK-NCM1100

sickofit2024

I gave up yesterday, Over the past few months it has been dropping out 2 to 3 times a day. I spent over an hour on the phone. told customer service that I had requested up dated equipment a month or so ago. Got told then that they were working on it. Asked for the new equipment yesterday. Got told now that my area no longer qualified for 5 G as it now longer meets the criteria. So I am in the process of switching back to spectrum. It is really too bad because on the mobile side, Verizon is great in my area. Maybe they should just stick to that.

lyeahhhhhh

they sat on the phone and told me that they don't advertise their Internet as high speed. And that depending on how many devices I have on my Wi-Fi, it could slow the service. Lol

Not only that, They told me that it's normal to be placed on hold in case an agent is new for over multiple hours on multiple occasions. Long story short, as soon as I'm done with my contract, I will be moving my Internet and my phone.

lyeahhhhhh

no there hasn't been any changes or any updates. I've learned to live with it because the last thing I want to do is spend five hours of my hard earned time wasted on the phone with agent who will do the same thing that I've done 100 times before.

I have filed a formal complaint.

lyeahhhhhh

they replaced my router, but that didn't even help anything. now I can't even access my Internet device on the My Verizon app

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