Slow speeds and disconnects on 5g home internet

[dan152]

I purchased 5 home internet in 2022 and had a large gateway (LVSKIHP). This internet was amazing and getting over 1000mbps! That gateway had a hardware issue and it was replaced with a new one (LV65) that now has to connect to a router. The signal is absolutely horrible and we are paying for home plus internet. We are getting less than 30mbps download, which the minimum that support stated we would get on LTE if 5G signal was hampered would be 300mbps download. My wife and I work from home and this is causing tremendous issues. I have contacted support for this several times and I just get the same old troubleshooting steps. Then I get transferred and have to repeat those steps. I need help as we are just going in circles!

[vzw_customer_support]

Thanks for reaching out.  That is a huge change in speeds and definately know who important the connection is to work from home.  We would love to get to the bottom of this.  Let’s work together to address  this issue  today.  Please reply to the following Private Note to get started.  We are eager to get your answers.

-Deb

[dan152]

I was contacted by tech support yesterday stating that they are still looking into this issue. When can I expect another call back with findings and next steps?

[vzw_customer_support]

Great question dan152. Once they have an update our engineers will contact you again. We don't have an exact time frame, but I'm positive they will work diligently on getting this resolved. 

~Ivone

[dan152]

Hello. I was hoping for an update on this issue. Has there been any progress?

[vzw_customer_support]

dan152, sorry that you've not gotten an update. I've sent you a Private Note, so I can learn some more details. 

-John

[Gyrewire]

dan152 - Did you ever get this resolved? Was it a hardware problem or something else? Thanks for any info you can pass on. 

[Ryan0318]

Seems everyone is having issues all of the sudden. Friends are having issues with phones and I am having issues with internet. I have been on support calls with countless people, and they all do the same thing. Apparently, they had someone go look at the towers within spitting distance of me, but it magically works. It just tells me they only care about selling people routers and stacking these 5g towers until they are unusable, or they are doing something that is slowing speeds without telling us. Maybe they need another lawsuit to hit them before they stop funny business practices. 

[Jerrson]

 Here is my speed of Home Plus plan. Very slow and some times no internet until after unplugging the router which is very inconvenient. Customer service is futile and no support was ever given to me.

[SanDiegoDude]

Same! I was getting 350-450mbps and now it’s 20-40. Chat support did all the typical (refresh signal, reboot device, etc). I had to do this 3-4 different days. Last night he flat out said “services have been downgraded in that area and service is no longer available if you were to signup today”. ummmm I am still paying. Also, I have visible which is on Verizon network and I get 500mbps when I speed test on that. So it doesn’t make any sense. At work I have 2 bars but now only 1 so something must have happened. 

[mochipop]

 I have been struggling with my 5g home wifi since I first got it. I was promised at least 200mbps and currently I’m not even hitting 10. It has been like this on and off. I am paying 80 dollars a month for inconsistent wifi. If I am lucky, it will maybe hit 100 mbps once or twice a week, if that, for short periods of time. I want to cancel my internet. It is so expensive and is very inconsistent. I wish I could go back in time and change it. Also, when I had problems I was promised it would be fixed with the extender and it was not. I kept being told our engineers are working on it and that it would be fixed, and it is not. It is tiring to be told straight to your face something will work, when it won’t. Do you still have wifi with them? I also multiple times a day every day have to unplug my router. 😕

[vzw_customer_support]

@mochipop  wrote:  I have been struggling with my 5g home wifi since I first got it. I was promised at least 200mbps and currently I’m not even hitting 10. It has been like this on and off. I am paying 80 dollars a month for inconsistent wifi. If I am lucky, it will maybe hit 100 mbps once or twice a week, if that, for short periods of time. I want to cancel my internet. It is so expensive and is very inconsistent. I wish I could go back in time and change it. Also, when I had problems I was promised it would be fixed with the extender and it was not. I kept being told our engineers are working on it and that it would be fixed, and it is not. It is tiring to be told straight to your face something will work, when it won’t. Do you still have wifi with them? I also multiple times a day every day have to unplug my router. 😕

This isn't the type of experience we want you to have, and we're going to do everything we can to help with your 5G Home Internet. Please try these steps to optimize your signal strength and let us know if this helps: https://www.verizon.com/support/knowledge-base-303197/

~Jesse

[db7a]

Same problem.  Terrible service recently download speeds of 12.3 and upload of 2.04.  Spent 2 hours with customer service and nothings.  Opened a case over a week ago and no contact from Verizon.  I liked the service for a while but really bad right now.... 

[vzw_customer_support]

Oh, wow! We are stunned to see you in this technical dilemma. We know the importance of having fast and reliable data speeds. Verizon takes pride in providing top-quality service. We are here to help.

When did the issue start? What recent changes have you made (trip, relocated, new phone, software download, etc.)? Who else is experiencing this problem?

~Gilbert

[4sRanch]

We just started 5g home internet and was excited to get rid of the cable companies but it has been really slow and annoying. Download speeds are at 12Mbps!!!

[vzw_customer_support]

Hello 4sranch. Let's review this together and get those speeds up. What zip code are you in? When did this start?-Joe

[mochipop]

Same here, it is awful 

[Jerrson]

Slow with intermittent no internet for over a week now despite on Home plus plan.  Customer service can only advise to unplug router and that’s all they can do, futile. 

[vzw_customer_support]

We're sorry to read about the issues with the speed of your service. Do you notice the reduction in speed at certain times of the day?  ~Peter

[Jandrade209]

I’m also experiencing the same issues. When we first got this is was really fast and reliable. Now every day I’m struggling to get a good connection. Also keep going in circles with customer service. If this continues I will have to look else where for home internet this is unacceptable for the price we pay.

[emclusk1]

Always sorry and promises, promises, excruciating replays of the same steps. Time and money lost.  After 2+ years of 1000+ download speeds and a Verizon-forced move from the older gateway to the LV65,  I'm lucky to get 200 download even though the cell tower is just outside my window.  Four+ hours lost today on top of and entire week lost upon a technican installed LV65. Only had about 1 week of the correct speeds, but now the service is unusable--recently on uploads that do not cut it. Loyal customers deserve better.