5G Home Internet Unusable
ND89
Enthusiast - Level 1

We have been using this service for about 4 months now and have the C-Band "cube" gateway. Our first month with the service was a bit rough but after moving the gateway numerous times and finding a spot with line of sight to the tower, it has been fantastic.  Other than needing an occasional reboot, we have been seeing speeds of 2-300mb down, 25-30mb up, and ping time of around 50ms.  As a rural customer, it has been a huge relief to finally have a good option for high speed internet.

 

This past Sunday 7/31, our connection dropped at 11pm Eastern time and the gateway showed a red LED.  A family member who lives a few miles away said theirs also dropped at the same time Sunday.  Monday morning both were still out, so I called customer service and was told there was an outage affecting approximately 60 miles around our area (Castalia, Ohio) and that service should return later in the day.

 

Service did return later that morning, but speeds were very slow (5-10 down, 1-5 up, and 1+ second ping times). I called again the next morning and was told that our cell site had been restored but wasn't running at full capacity and would "gradually" come up to capacity.

 

I called again today since I had not received a response to the ticket that was created. I was told the outage had been fully resolved and that the cell site had been back to 100% capacity since Tuesday evening.  The ticket was now closed.  After numerous attempts to power cycle and a factory reset, speeds are still the same and customer service said our area is considered to have "fair" signal and that "fluctuations" were to be expected.

 

During our first month while we were trying to find an optimal location for the gateway, I was told by customer service that our 5G signal strength ranged from as low as -110 dbm in one location, to -80 dbm at it's current location. Today, the representative said our current signal was -115 dbm.  I explained that it had been working near perfectly for months but the representative refused to admit there may be a problem.

 

Is it typical after service is "restored' from and outage to have drastic changes in signal levels? If it is likely to stay this way we will have no choice but to cancel our service because at this point, it is basically unusable.  We don't have many other options, so I'm hoping it won't come to that.

 

Re: 5G Home Internet Unusable
plwww
Newbie

Did you ever get a resolution to this issue through some other means? I'm considering 5G Home but we're out on the fringes of service availability. I'm wanting to know how they handle cases such as yours before I make the jump, as when we drop our current service we won't be able to get it back(no longer offered, so we're switching from one "only service available" situation to another).

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Re: 5G Home Internet Unusable
vzw_customer_support
Customer Service Rep

What troubleshooting steps have been completed?

*Harley

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Re: 5G Home Internet Unusable
sherelle87
Newbie

I am not regretting switching my internet service as I am also having the same issue. The 5G tower is less than 300 ft from me and consistently have connectivity issues where the signal drops and upload/download speeds are very low. 

I have rebooted my device multiple times and reset my eero also and it did not fix the issue. 

Verizon my concern is that if all of us is having the same issue why does it seem that there is no urgency to fix it. 

The service worked fine for the first 3 months and now it does not work. My entire house functions off internet along with working from home.  Since heavily rely on internet daily I may have to switch back. 

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Re: 5G Home Internet Unusable
vzw_customer_support
Customer Service Rep

sherelle87, we're truly sorry to hear about the connectivity issues you've been experiencing with your 5G Home Internet device. We know that staying connected is a must, and we definitely want to help find a lasting solution to these concerns. To better assist, we'll be sending a Private Note.

 

~Izzy

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