Recent poor call

[cRAZYHOTWHEEL]

Hi,

My family and I have been experiencing very bad call quality issues the past 3 or 4 months.  We have been with Verizon over 20 years and have been in our home for the same. We never had any issues until three to four months ago.  It started with people we call reporting that we would break up and that we sounded like robots to them. Then when we called folks, they sounded like robots and would break up. I have called 20+ times to resolve this issue.  We have: upgraded our phone plan, replaced phone with a new phone, ordered a network extender, replaced the network extender and numerous other fixes.  We have 4 phones in the home (3 different models) and we all have the same issue.  I have tried calling, chatting and texting support and no solution. Numerous help/support tickets were created.  Not a single call back from Verizon to see if my issues have been resolved.

Question: How can I write Verizon leadership?  I dont want to leave Verizon, I just want my service to be as good as it has been over the years, but I dont think Verizon cares.  I pay good money and have been a very loyal customer and I just want good customer service.

[vzw_customer_support]

Oh, wow! Dealing with poor call issues can be frustrating, as we need our devices to work for our daily activities. Verizon is here to offer the support you need.

If you encounter any tech issues in the future, do not hesitate to use our Troubleshooting Assistant for further support: https://www.verizonwireless.com/support/troubleshooting/.

You mentioned numerous support tickets were created. When were they submitted? What were the resolutions given?

~Gilbert

[cRAZYHOTWHEEL]

The last trouble ticket submitted was on 12/23/23. Here is what was sent to me:

We've marked this area of concern and will evaluate it to ensure your experience meets your expectation/is satisfactory. Also, we'd like the opportunity to evaluate variables unique to you, including your device, surroundings and services, to ensure every aspect of your wireless service is optimized.

No one has contacted me regarding the unique variables. 

I would like a Verizon representative to visit my home to demonstrate the poor network quality I am paying for and to date have not found a solution. 

[vzw_customer_support]

Thank you for the insights. We'd like to review the status of the ticket submitted. I'll be sending a Private Message, please reply to it, so we can get started.

~Maria

[vzw_customer_support]

Thank you for that additional information and we understand the want for clarification on what unique variables might mean. Things that would be considered unique that can impact service quality would be terrain, surrounding and building materials, just to name a few. We see that you shared you have lived in this same home for some. Has anything surrounding your home changes that might impact service quality like additional buildings?

-Andi

[cRAZYHOTWHEEL]

Yes, the only thing that changed was the network. Verizon had our cell tower upgraded about three months ago. Approximately the same time we began to have service disruptions. I spoke to a level 2 tech and he informed me that the 5G upgrade does change the radio propagation and that there are "skip" areas created by the radio wave propagation.  I had another tech tell me that the particular tower in question had significant traffic issues.  I have no idea the real truth, but I do seek a solution.  😀

[vzw_customer_support]

I'm sorry to hear you are having these service issues. Let's see whats going on. What zip code are you in? How far do you have to travel for service to improve? -Joe

[cRAZYHOTWHEEL]

Zip code 92880. I don't have to travel far to improve call quality.  The interruption comes and goes throughout the day. Mornings are better, from mid morning to evening is when the disruptions are the worst.

[vzw_customer_support]

Thank you for sharing those details with us today, cRAZYHOTWHEEL. I know you had mentioned a previous ticket from 12/23, as well as having a network extender. To clarify, this issue persists with the network extender use as well? What happens if you dial #48 on your device? What type of network speeds do you get with your home internet?

-Joseph

[cRAZYHOTWHEEL]

The network extender works great. However, none of our phones stay connected to the extender. None of our phones connect automatically.  We have to manually connect each time to the extender. Once connected, they will disconnect within a few minutes. It's too much to manage. Every five or so minutes I have to check to see if the phone is connected.  I have pretty much given up on the extender.  Internet speed: 371 Mbs down and 11 Mbs up. I was also advised that I cannot be connected to my WIFI when connected to the extender.  Is this true? I manage numerous automation systems from my wifi connected phone.

[tuplwjh72]

The sound quality of phone calls where I live is ridiculously horrendous. I have a Verizon extender and it takes my connection from 1-2 bars to a solid four bars. However it does not improve the phone reception and sound quality at all.  My solution, which is a real pain is to use WiFi calling anytime I have an important conversation. The sound quality is far superior using the WiFi calling. I often ask people to call me back in five minutes, which gives me time to turn on WiFi calling. That said if I leave home and I forget to turn off WiFi calling calls won’t go through.  It’s unbelievable that we pay for premium service and get pitiful quality. 

[SynthpopAddict]

@tuplwjh72, if your service is bad only at home but it gets better as soon as you go outside, it's possible for a 3rd party Wi-Fi source to interfere with your phone picking up Verizon signal.  The people who've had this problem had iPhones and used Xfinity for home internet, but can't hurt to completely power down your internet router even if you've got a different phone and ISP to check.  I've also read posts from people who either live or work in/near an airport, and having service issues, probably because the radio tower at the airport is producing interference.  But if your service is bad everywhere you go, it's time to ask around if any other carriers work better and port out.  No sense in paying for a top-level plan and not having it work.

[vzw_customer_support]

Hi tuplwjh72. Connection is everything and we want to make sure your have the best Verizon experience. Let's review the coverage, phone, and plan/features together for best options to deliver the service you need. When did you first notice the poor call quality? Where are you located? Do other Verizon customers in your area also experience the same? Please send us a private message to get started with more details. 

-Deb

[Jyakicic]

I started having the same issues as stated above on Friday.  I am dropping calls and when the do connect the person on the other end says I cut in and out or am robotic.  I have lived here 12 years without issues and 8 of those years I had no internet.  I have the same issues regardless of if I’m on WiFi calling or network.  When I leave my house I have no issues.  I talked with two of my neighbors and they are having the same issue.  I have placed 3 tickets since Friday with all of them being closed saying there is not an issue.  At this time I cannot reliably place a call from my home.  I have 2-4 bars when these phone calls are made.  I was told by a coworker that he had the same issue a while back and it has to do with Verizon upgrades and he had to change carriers.  If I can’t get this resolved soon I will have to switch carriers .

[TR29]

100% identical case for me, and after 20 years as a Verizon customer, it is the first time I have considered switching carriers, as I cannot do business this way (I work from home, and rely on my phone). Confusing that wifi calling does nothing for this, as well, and have not received any insight into why that is.

[vzw_customer_support]

Hello TR29. We want the calls to work perfectly. When did this start for you? Are you also using an extender? What zip code are you in? -Joe

[EGC88]

I have been having same issue of calls slow to connect so people hang up on me, calls failing, no ability to call-deteriorating in that order.  Went further downhill one day when texting and email stopped working.  Has put me in bad circumstances-missed meeting with a friend bc she didn’t get my texts no I hers, had dental emergency and couldn’t call dentist (or anyone), and the other day even after Verizon said I needed a new plan (I accepted/no change), gave me an eSIM, and switched out to a new Sim, I had to call 911 for a plumbing emergency to get main waterline cut off and they couldn’t hear me.   Caused damage to be a lot worse and now dealing with water damage insurance claim.  

only way to get in touch seems to be chat and all it does is suggest same steps I’ve done over and over.  It says it will connect me to an agent but doesn’t. Just goes on repeat asking me to do troubleshooting steps again.   This situation is so stressful. I don’t have time to deal with it during weekday, no one gives a consistent answer at Verizon-there is no continuity of service or follow up, and I am just stuck in a dangerous situation.  Yet still getting bills.  I just paused auto bill pay because the call issue started happening back in June and here I am.  I won’t pay for no service.  Something very odd is going on.  

[vzw_customer_support]

This is never the kind of experience we want our customers to have when they try t use our services. Your service should be reliable, and a way to make your life easier. We'd love to help you get things resolved. Please be on the lookout for a Private Message.

~Jesse

[vzw_customer_support]

We value your time and we are here to help. Please reach out for assistance. 

~Geo

[cRAZYHOTWHEEL]

Hi Geo,

I have reached out many, many, many times... probably over 50 times, each lasting over an hour as we duplicate the same troubleshooting... How come Verizon dosnt CALL a loyal customer with over 20 years service?  In fact, I am on the phone as I type trying to communicate (I cant understand them becuase of the poor call quality, only hearing them every other syllable). I have requested numerous times for Verizon to come to my house/neighborhood to see what is going on. Why is that so difficult?  My neighbors are having the same issue.  

[SynthpopAddict]

Wow.  I'm really sorry to hear your problem still hasn't been resolved, as you started this thread back in January 2024 and it's now the end of August.  If Verizon has already tried reprovisioning your account and giving you new SIM/eSIM cards for your devices and that hasn't helped...I don't have a definitive answer for fixing your call quality problems, but think you should try a different provider.  Especially if you're a postpaid customer paying top dollar?

P.S. - CS was mostly outsourced to overseas call centers a few years ago, so that would be my guess as to why they don't call you back.