Internet keeps dropping

[jkicska]

So I have had it with verizon chat, and phone support and hoping maybe someone here can help.

I have had nothing but trouble with my 5g home internet. 2 years of tech support, tickets, 2nd level help, engineering tickets everything.  
The "rest assured we will fix it" is infuriating!  

They have replaced my router 3 times.  They actually had me take pictures of where the router is in my house to prove to them that is is near a window on the second floor facing south west (btw this is still the recommendation from them in their tickets that I put it there even though its there, its like A doesn't talk to B at verizon or they don't know how to read what has been done between levels of tech)

I now have a consistent 3bar -85db signal on the latest router they have sent. 

Now I loose internet at least once a day, for 4 or 5 minutes at a time (that I know of only because I am home and streaming or watching TV.  It could be multiple times a day I have no idea).

During its drop I can connect to the router and the extender via a cat6 cable and check the logs and I am not seeing any kind of WAN disconnect there, its also showing great signal and online status so I am not sure what is happening now.  ( BTW this is a new issue, prior to this, I was getting in-and-out horrible signal, like 1 bar -120db and completely no 5g signal at all, only 4G LTE, and speeds like 25mgdown when I pay for 300;  they seem to have fixed that)

I should also mention that during the drop, I can log into the myverizon app via a 5g connection on my cell phone from inside my house and it shows the router offline.

I have even had one tech tell me that it is the 5g tower that is servicing my router, and that it has old equipment and needs to be upgraded, but when that would be done is unknown, if ever.  Yet I still pay for it.

I like the service when its working and the price point but enough is enough.

[vzw_customer_support]

We're so sorry to hear you've been experiencing service issues for two years, jkicska. That is way too long and we'd like to make sure your service is working as expected. We will be sending you a Private Message to discuss this further. 

-Danielle

[jkicska]

Vz tech is asking me for ticket numbers to help me more, via a private message, this is so infuriating because all they need to do is look at my account and see the hundreds of texts, emails, calls that I have had.  And to ask me for anything at this point is just plain rude.  

I have escalation tickets, regular tickets, 3rd tier support tickets.  Don't they log any of it?

I would just love to talk to the VP of Tech.  I can't believe a company so big can't figure this out.  Just another example of poor customer service.  They just want us to give up and hope we go away.

[vzw_customer_support]

Hi there! We appreicate you bringing this to our attention. I have sent you a private message. We take these matters very seriously and want to do all that we can to assist.

-Nikki

[jkicska]

I have already responded to "private message" from another.  And still no help

[vzw_customer_support]

Thanks for your message. Sending you a Private Note. -Ross