I've been a Verizon customer for years now, and in oct of last year also got home internet. I have consistently enjoyed reliable high-speed internet and mobile data. However, today (February 15th, 2024) around 6pm, my internet speeds suddenly dropped dramatically on both my 5G Home internet and my iPhone, going from the usual triple digits to a mere .5-.7 Mbps download and 6 Mbps upload.
Initially, I assumed it might be a billing issue or something on my end. However, I discovered my phone (registered under a separate account) was experiencing the same slowdowns.
Concerned, I contacted support, hoping for a quick network reset or confirmation of an outage. Unfortunately, the first agent claimed no network issues and offered a free extender due to the multi-device/account issue and assuming that it was my location. They mentioned that could be delivered as early as tomorrow. At this point I am 30 minutes into the call, transferring me to finalize the extender request, all notes and information seemingly vanished.
The new agent then noted a different process and, after the diagnostic, denied the extender, stating my phone issue stemmed from exceeding the 50GB limit on my "unlimited" 5G UW plan, resulting in throttling to 3 Mbps (which I wasn't even reaching). This explanation contradicted my actual usage of only 7GB and felt like an unfair upselling tactic after proceeding to offer me a more premium plan. Which still would not have solved the issue!
Similarly, for my home internet, the agent stated they were not certain of the issue they would need to start a ticket to get the engineering team to investigate. I work from home and cannot the programs I need to on .7mbs. The promise of of a quick solution with the extender was hopeful at the beginning but by the end being on the phone for an hour and a half be told conflicting information, attempted to be blamed and upsold, and no general estimates or care for time, and lack of solutions, was just frustrating and tiring.
I now have read through a few discussion post and see that there have periodically been cases where this happens and few good words about the Verizon service on these types of issues. If someone has a solution to the problem, please let me know.
Hello, fr-oax. Having working service is a must and help is here. We can investigate and troubleshoot this issue with you. Please tell me more. What is your zip code? Has there been any change to the address of the Home Internet location? Any software updates available?
-Natasha
What is your zip code? - 85009
Has there been any change to the address of the Home Internet location? - No changes. It was working fine before 6pm, then suddenly it dropped.
Any software updates available? - Not that I am aware of.
Thank you
Thank you for those additional details. We would be glad to investigate your account further. Please be on the lookout for a Private Message from us so that we can review your specific account details.
-Andi
Hello. We wanted to check back with you to see if you still needed assistance. If so, please let us know. We would love to continue to help.
~Ivone
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