Extremely disappointed!!

[Kita123]

BUYER BEWARE!!

Here we go again, another internet company promising consistently stable high speed internet service.... more LIES! I've been a long time customer of Verizon and until recently I've considered Verizon a reputable company that cares about their customers. After reading the excessive amount of blogs related to the same 5G Home internat issues I'm experiencing I can see Verizon is starting to behave like most ISPs, make as much money as possible and screw the customer. 

I have had 5G home internet service for approximately 4 months, haven't had an issue until 2 weeks ago. I started having extremely slow speeds (between 0 & 3Mbps) between 3:00 p.m. and 10:00 p.m. EVERYDAY!! My internet is completely unusable everyday between the hours of 3:00 and 10:00 p.m. 😖😖😖

I went through all of the troubleshooting steps on-line; power cycled the modem, factory reset the modem, disconnected all devices except for one from the modem, move the modem all over the house including outside temporarily....

Then I called "tech support" (what a complete joke!) and spoke to John (unlikely his real name). John had me on the phone for over an hour doing exactly what I already did with the same result. After telling John three times this only happens between 3:00 and 10:00 p.m., John stated:

"This is probably a NETWORK CONGESTION ISSUE due to high Network traffic, it's probably not an issue with your modem"

WONDERFUL JOHN! Thank you for admitting Verizon is promising to deliver a service the Verizon network can't support!! John promised to have a technician look into this further, a ticket was opened, and I was told that this issue will be addressed in one to two days. I AM NOT HOLDING MY BREATH!

It is absolutely mind-blowing internet service providers get away with this type of behavior! I'm going to give John/Verizon two days and then I'm going to file a complaint with the public utilities commission. I  encourage everyone else having this type of issue with Verizon's shallow promises to do the same. From what I've read online, a LOT of people are having similar issues with Verizons "high speed" 5G internet service.

We are getting ripped off and this needs to stop. 

[vzw_customer_support]

I depend on my internet service on a daily basis, so I know how important it is to have your modem up and running at high speeds, we'll be glad to look into this. To better assist you, we will be sending you a private message.

~Freddy

[Kita123]

Freddy - I DO NOT need YOU to assist ME! I need VERIZON TO FIX ITS NETWORK ISSUES and give Verizon's customers what Verizon is promisesing, CONSISTENT STABLE HIGH SPEED internet!!! This is what WE are paying for! Is this to much to expect and ask for?? 

You (or this AI system) are a BIG part of the problem, you are NOT LISTENING AND YOU ARE NOT ADDRESSING THE REAL ISSUES!! YOU ARE ONLY WASTEING OUR MONEY AND TIME!!!!!!

I will cancel my account if Verizon does not STOP ripping me off! FIX YOUR NETWORK AND STOP ACTING LIKE THIS IS A MODEM  / HOME SETUP ISSUE!!! 

[smith6612]

Freddy needs to reach out to you in order to collect some information, so they can figure out what is going on in your area. Congestion problems may not be exclusive to a single tower or a single area, and it's not always obvious as to what tower your modem is connected to. There may also be a problem going on where the tower itself isn't actually congested, but a scheduling or band steering issue is causing the speeds to be terrible when they shouldn't be. The scheduling bug with some Samsung-equipped towers has been something I've seen on the CellMapper Reddit, which caps speeds at 1Mbps or so until it clears.

[Kita123]

Here is the open Verizon Ticket# NRB000011548949 about this issue. I spent over one hour on the phone explaining this issue to one of your help desk associates.

What additional information does Freddy need? Please ask me through this forum, it's important everyone sees the troubleshooting process and solution (or not) to these issues so they don't spend endless hours, days or weeks working with the Verizon help desk over the same Verizon slow speed / Network issues.

That's what forums are for, lets utilize this forum correctly.  

Thank you.

[vzw_customer_support]

Kita123, help is still here as you definitely deserve some answers and a resolution. I have sent you a Private Message for further assistance. 

-Natasha

[Kita123]

Did you read my previous post? You didn't or you're completely ignoring what I requested. This is what I was referring to previously, Verizon is not paying attention to its customers, your help desk runs people around in circles and wastes our time. 

If you need additional information from me to try to help resolve the congested network slow speed issues that I'm experiencing, then ask your questions in this forum. Please DO NOT send me a private message! 

Community forums are designed to share information and to help others understand the steps involved in resolving ongoing repetitive issues. You are most likely avoiding this process because you know the issue is with the Verizon  network, it's overloaded with an excessive amount of customers / traffic (as one of your help desk agents admitted). You know you cannot fulfill the promises Verizon made as it applies to guaranteeing consistent high-speed internet for a specific price. STOP wasting our time and treat us with dignity and respect! Fix your network issues! There's not much more that I can do to fix a system that's outside of my house! 

Most likely I will get another pointless reply from your automated system telling me that I received another private message. Another example of Verizon's inability to provide adequate customer support.

I am extremely disappointed in Verizon's behavior, it's a shame! I used to have total confidence in your company and your network. Verizon is behaving like all the rest...... It's all about the money. 

I will now wait for my next pointless auto reply telling me I received another private message. 

[Kita123]

As expected! Here's the response (private message) I received from Verizon "help desk" today regarding my previous posts: 

Re: Extremely disappointed!!

We just wanted to send another check-in as we have not heard from you in some time. If you still need help, please reply here. Otherwise, you can contact us through these other channels for support: Just as a heads-up, we do have limited support 

............

All this "help desk" does is send you in a big loop ending up right back at the starting point. All I'm doing at this is interacting with AI or a third party foreign help desk under contract with Verizon that doesn't care what they say or what they do. 

If anyone is considering 5G Home Internet through Verizon, I would read all of the blogs online and seriously reconsider! This is extremely frustrating. I can't believe I'm going to say this but this situation is as frustrating as dealing with Comcast, and that's saying something! I can't believe that CenturyLink fiber is my only option, at least their Internet only ran slow when it gets windy out rather than everyday between 3:00 and 10:00 p.m. Third world countries have more stable internet than we do in Portland!!! 😖😤

[Kita123]

Verizon - I have not received any feedback regarding Verizon Ticket# ***** as promised. I was told someone would get back to me within 2 days, crickets- zero feedback! It's been well over a week!

YES, I'm still experiencing the same problem, SLOW INTERNET. Last night the speed test was 0.60 MBPS DOWN AND 0.30 MBPS UP. A dial-up modem is faster then this service!!!! 

NO, I do not need you to send me a private message, I need to know what the status of this ticket is? Please reply to this forum thread. Is Verizon going to fix this problem?!?!

[vzw_customer_support]

We understand your service concerns Kita123 and we know that you are looking for answers. We see that this has been an ongoing issue and you deserve answers. We want to assist in taking a look at your account so that we can review the details of the ticket information you have provided for us. In order for us to access and review your specific account details, we will need to access your account which will require us to gain verification from you in Private message. We will be reaching out to you there so that we can proceed with accessing your account.

-Andi