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Technical problems

Almost a year ago I called customer support, mistakenly, I should’ve called technical support. After 2 1/2 hours on the phone with someone in the Philippines who tried to help me solve the problem on my iPhone 11 of the volume going up and down, she said i could have an iPhone 14 to replace my iPhone 11 for $99 and also my son could have a new phone for a 13 for $99. I said yes and then I was charged full price for each of these new phones. The problem with my iPhone 11 was not the phone it was the case but I found that out after the one month period of returning it. So ever since I’ve got the iPhone 14 I’ve had problems with it which have just gotten worse and worse. Finally a few weeks ago, I called to try and solve the issue of the phone not ringing or of me not being able to call my son who live next-door. I got an extender. I spent a lot of time setting that up and it would connect with all of the satellites, but wouldn’t connect with my phone. I called again they said maybe it was the extender, maybe it was broken. So they sent me another one went through the same process of hooking it up and again it connected to all of the satellites, but my phone would not connect. I still am having trouble calling my son next-door it’s an intermittent problem of the full of the call going directly to voicemail or not going through at all occasionally it’ll ring and he can answer it. I got a new Apple iPhone 14. This is the same problem. I had this problem this morning when I called a friend 60 miles away from me. I called her six times and it went directly to voicemail, never ringing or showing a call on her end She has AT&T and an android phone.

Comments

Verizon_Support

Hi Ver962, thank you for sharing your concerns with your call capabilities from home, all of this information helps greatly. As the outbound calls are going directly to voicemail this would indicate a signal issue on the receiving end rather than your end. Are you having trouble receiving calls? You mentioned no ringing, but do you mean no sound or are incoming calls going directly to voicemail?

-Melissa

Ver962

The ringing problem was both ways. After MANY hours on the phone with Verizon and then Apple, I received a new phone which connected with the Verizon extender. I’m now able to reliably make and receive calls.
As for outbound calls going directly to voicemail, these calls did not appear on the receiver’s end.

Now, if I could get a refund for the full price of the iPhones Verizon promised for $99.00 each, I would at least be square on the money. This issue is still an open case. Since all Verizon calls are recorded, I have hope these illegitimate charges on my account will be reversed. That said, my time spent on these problems is irreplaceable.

Ver962

The ringing problem was both ways. After MANY hours on the phone with Verizon and then Apple, I received a new phone which connected with the Verizon extender. I’m now able to reliably make and receive calls.

As for outbound calls going directly to voicemail, these calls didn’t appear on the receiver’s phone or VM.

-Sylvia

Verizon_Support

I'm glad to hear that the replacement phone was able to solve the issue with connecting to the network extender, Ver962. We can certainly take a closer look into the concerns regarding the costs for the devices as well. This would require account access. Please be on the lookout for a private message from us so we can assist.

-Joseph

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