Service

[scinnamon]

I am trying to reach someone higher up than the representatives that answer when you call Verizon or that chat with you when you initiate a chat.  

No one seems to understand what our issue is and can give us a straight answer.  When we finally had someone who we thought was going to do something for us, it turns out when we called back to check on our ticket, they were taking us through the same troubleshooting stuff we've been through a thousand times.  

We have horrible service inside our house.  It hasn't always been like this.  We have been a Verizon customer for over 20 years and this problem started in February of this year (2024).  We can't hear people and they can't hear us.  It is very annoying when you are trying to make an important phone call and it's not safe in a 911 situation.  

We've chatted multiple times with Verizon and have been on the phone with them multiple times.  Each time we have to explain the situation all the way over again only to get nowhere.  We've tried their solutions of using "wireless calling".  We have tried their Network Extender, which why would we need to do that now when we've never needed to in the past.  NOTHING HAS WORKED FOR US.  Our neighbors have Verizon and are experiencing the same issue.

My husband finally talked to some representative that checked our signal and the signal was POOR TO NONE coming to our house.  He mentioned maybe that it was because some tower near us hadn't been upgraded.  The representative started a ticket for us and told us we could call back to check on the work on the ticket.  When we did this, we couldn't make the representative understand that we were only calling to check on the work ticket.  Those reps kept tried to go back to us trouble shooting which we have done a million times.  I really hate to quit Verizon service but I pay an insane amount each month for absolutely horrible service and will be forced to contact another cell phone carrier.  SO DISAPPOINTING!  You never get to someone "higher" up that understands what you need and can help.

[SynthpopAddict]

If you got someone who checked the signal going to your home at one point, you got further along in the process than other people, from what I've seen here in the forums.  The ticket probably got closed after they found out you're in a dead zone.

As for why you are now suddenly in a dead zone after many years, Verizon has been making changes to their network over this year.  One of the downsides of current network technology is 5G in particular just doesn't travel very far at all.  So back when Verizon was still using older tech, the radio waves were obviously able to reach you, but whatever it is they've done this year has left you out in the cold.  There may be other factors such as hills, lakes, dense foliage, or lots of new construction or many people moving into your area which affect signal strength.

The Verizon network extender works by amplifying the Verizon signal it picks up, but if there is zilch signal to pick up, won't work.  Wi-Fi calling, depending on your ISP, can also sometimes not work because I read in another thread recently that if your ISP is using 5 GHz spectrum, then Wi-Fi calling isn't possible on a Verizon phone unless you can switch the router to 2.4 GHz spectrum.  I think this is because Verizon still uses VoLTE for voice calls and 5 GHz is like 5G?

Anyway, in a nutshell, I think you're going to have to port out.