Poor reception inside my apartment (iPhone XR)

[javelin98]

I have a 2-year-old iPhone XR in an OtterBox case, and my reception while sitting in my apartment is so bad that I can't have phone conversations at all.  I can FaceTime, text, use Facebook video chat, etc., but I can't hold phone conversations because every other word is lost, and the ones I can hear are nearly incomprehensible.  This seems to be the case regardless of whether I initiate or receive the call and regardless of whether I use Wi-Fi Calling or not.  I've tried using my Apple wired earbuds, speakerphone, and normal hold-it-up-to-you-ear-until-your-arm-falls-asleep calling, with no apparent difference.

I live in a second-floor end apartment with one unit above me and one to the east, but the north, west, and south sides of the unit are unblocked by any other structures.  It looks like my nearest cell tower is to the northwest.  ZIP code is 99205 (Spokane, WA).

Any tips, tricks, or ideas are appreciated!

[vzw_customer_support]

Hello, we want you to be able to access your services with ease. Please send us a Private Note to proceed.

[javelin98]

How do I send a private note?  I don't see any options for that.

[vzw_customer_support]

javelin98 No problem, I'll send you a Private Note here on this platform and you can reply to it. 

[javelin98]

I replied to your note, but no one has replied.  Can I get some help, please?

[javelin98]

Hello?  *tap tap*  Is this thing on?

[javelin98]

No one has responded to my private notes to you, and no one has responded to this thread.  How do I escalate this problem?

[vzw_customer_support]

javelin98, we truly apologize if you have not yet received a response to your Private Message. We want nothing more than to make sure you receive a resolution for your service concern. We have sent you a new Private Message. Can you please respond to that message? Thank you. 

[javelin98]

I've already responded to you four times!  4/15, 4/17, 4/21, and 4/22.  I am quite ready to continue!

[javelin98]

Still waiting for a response.

[acraftylady2]

Make sure you are responding to the private note in your account on the verizon page, not from the email you are receiving.

[vzw_customer_support]

We always want to provide you with the best service possible, javelin98. Please respond to our Private Note, so we can best assist.

[vzw_customer_support]

javelin98, 

Our apologies. We are not receiving any of your Private Messages. We cannot guarantee any coverage indoors. Wi-Fi calling should work if you are able to use Facetime and other data applications. Can you tell the calls are using Wi-Fi calling by the indicator at the top of the phone?

JenelleW_vzw

[javelin98]

Every private note I have sent has been in reply to one of yours.  I just sent another.

[vzw_customer_support]

We apologize for the trouble, we have sent you a private note, please reply to use to continue assisting you.

[javelin98]

Why is it you never respond to my private notes except to ask me the same questions repeatedly?  This is really horrible customer service.  See the below image.   

[javelin98]

Still awaiting a response, folks.  

[vzw_customer_support]

javelin98, we value your time and want to help get to the bottom of this. Unfortunately, it looks like we're not receiving your private messages. What is the last private note you received from us? This is far from the experience we want for you, and we want to do all we can to turn this around.

LauraF_VZW

[javelin98]

Here is the last Private Note I got.  I responded to it twice and no one ever messaged me back.

---------------------------

 vzw_customer_support 

‎04-30-2021

Re: Poor reception inside my apartment (iPhone XR)

We want to make sure this is properly addressed, when did this problem start? What is the nearest intersection and zip code where you experience this issue?

---------------------------

I understand that you can't guarantee my signal in my apartment.  I just want to know if there is anything I can do about it -- signal booster, new phone, etc.

[vzw_customer_support]

javelin98, this is certainly not the type of experience we would ever want you to have. We always respond to public and private notes.

For customers that experience indoor service issues, the 4G LTE network extender is available. A 4G LTE Network Extender requires a high-speed home internet and will boost up your signal up to 5,000 square feet. Check out the Network extender FAQs here. https://www.verizonwireless.com/support/4g-lte-network-extender-faqs/

To view the LTE Network Extender, please use this link.

https://www.verizon.com/products/verizon-lte-network-extender/?sku=sku3880045

Does this information help? 

JacobG_VZW