Verizon WIFI Location Issues

[Couch1959]

We have been Verizon WIFI customers for years, and have WIFI routers in homes in two different cities.

As of 3 weeks ago our WIFI service has dropped to 1/10th of what it should be.  We learned from multiple service calls, expanding over two weeks and over 6 hours, that due to a Verizon location cleanup, each of our routers are set up to addresses that they are not located at.  Our second home WIFI router is set up to be at our first home's address, and the other is set up at a random address miles away.  And they cannot be corrected because that would require a move request, and Verizon does not have any capacity at each location to do the move.  

So, we are paying for high speed internet access at 2 homes, and getting 1/10th of the speed we should.  Our bandwidth on the computer has dropped to ZERO upload speed, the printer cannot connect to the WIFI without dropping, and our TV cannot play without constant buffering.

All the support person could do is put in move requests so we'll be updated when availability comes open.  But when will that be???

This is a bandaid to a bigger problem on Verizon's part.

I asked for escalation, but the support person said there was no one to escalate this problem to.  Am hoping someone higher up at Verizon is aware of the issues that this cleanup has caused.

[SynthpopAddict]

Are you using the 4G/5G Home Internet service, with the cube-like boxes that use the cell phone towers to give you internet access?  If Verizon isn't currently selling the Home Internet service at your present address, it's either because availability has been sold out, or the cellular service where you are isn't quite up to par for handling the home internet service (long story).  The location tweaking is a workaround to get you something in terms of service, but it's not going to be great.  If tech support cannot change the band spectrum being utilized by the internet gateways to see if that helps, then you'd have to look into alternate ISPs.

[vzw_customer_support]

Thank you for bringing this concern to our attention. We'd will be reaching out through Private Note to verify some details and see if there are any opportunities to address this concern and help with the service experience. 

-Christy

[vzw_customer_support · Accepted solution]

Hello Couch1959. We completely understand how frustrating this experience has been, especially after spending so much time trying to get it fixed. What you described about your 5G Home routers being registered to the wrong service locations is part of an update so that we can ensure devices are registered properly. 

Our support team was correct that a move request is the right step to realign your service addresses. While capacity updates depend on local network availability, we're always expanding coverage to support more customers. 

For more information, please refer to ""Can I use the Verizon Home Internet equipment or service at a different location without notifying Verizon?"" under the ""Moving"" tab here: https://www.verizon.com/support/using-5g-home-faqs/ 
You can sign up for updates and availability changes at: https://www.verizon.com/home/internet/5g/

-Dee