Yesterday... I lost 4G LTE access on my phone. So, I call Technical Support asking what's going on. By the way, they didn't have a clue what was going on and why 4G was on the fritz, 3G was working through. I was just about to go to the Verizon Store to have my phone looked at when I stumbled upon a notice on another Android forum that stated that the Verizon 4G network was again on the fritz. The article is located at http://stopthecap.com/2011/12/07/verizon-wireless-lte-outage-impacts-service-on-east-coast/.
OK, if this sounds like a rant, then you'd be right! Because it is!
How hard is it to put a message somewhere on the main company message boards, send an email, send a notice... something? Anything! To let everyone in the company know what is going on. You are doing a great disservice to your customers in not telling your representatives both on the phone and in the stores that something is wrong with the network. You are sending people scrambling for a fix for their phones when in reality the network is broken again.
Seriously... the right hand doesn't know what the left hand is doing!