I'm paying for Home Internet Plus, but the speeds on my phone are 3x faster (+/- 900Mbps vs. 310Mbps) in the exact same location of the modem, which is the older ASK-NCQ1338FA. I have maximum bars (top floor of the building) and 5G UW with direct line of sight.
So I find myself in the situation where it's better to disable Wi-Fi, to get faster Internet than the Home Internet Plus service it's using, which promises speeds up to 1Gbps but is hamstrung by a slow gateway/modem.
The first agent I chatted with said, no problem, we'll send you a faster model that can tap into the higher C-band speeds within 4 business days, just return the old one and Bob's your uncle.
5 days came and went, and I decided to follow up. This time, the agent told me there was no shipping number in their system and ran me through an excruciating troubleshooting procedure that took over an hour, only to tell me that 5G Home Internet is not available in my area, so they can't ship me a better modem, or do anything basically. Message: I'm a customer who shouldn't exist, and therefore unworthy of service and support.
When confronted with the simple reality that I'm a subscriber to Home Internet Plus, they insisted there's nothing they could do for me, because system.
When I tried to point out that the outcome of the whole "not available in your area" is getting inferior service compared to a customer who does not face this issue, which is irrelevant to customers anyway, they were unrelenting and dismissive.
Do better, Verizon.
Start a new topic or ask questions in the open forum.
