Shocked! I called Verizon prior to my trip to Puerto Rico for a family medical emergency. They indicated I was covered on my plan for services. HOWEVER, I could not connect to internet unless I was in the middle of the city or on someone else's 5g hotspot. I WAS TERRIBLY DISAPPOINTED!!
Being with Verizon for so many years and paying top dollar, it was very inconvenient. My trip in 2017 did not have these issues.
Hello, lw598. We're very sorry to hear about any network related issues that you experienced during your trip to Puerto Rico. We definitely understand how important it is to stay connected during a trip. Especially when it is for family medical purposes. Can you please describe the service issue that you experienced? What would happen when you attempt to make a call, send a text message, and use data without the aid of Wi-Fi? BrettA_VZW
I've been having the exact same experience in Puerto Rico when visiting in April and June 2021. This wasn't an issue at all a few years ago (at least not back in 2019 and before that) when the actual partner network's name showed, which was CLARO, and you could manually toggle and choose which operator to use based on coverage. Ever since they started forcing "EXTENDED NETWORK" and not allowing you to manually choose carriers, the service has been absolutely terrible. Internet takes forever to load, it's very inconsistent service (regardless of signal bars and LTE always showing), there's no 5G at all through Verizon despite all carriers here having 5G, and to make things worse, calls are done over 3G only. Calls were never over 3G back in 2019.
The internet is basically useless in a lot of places, including San Juan, the capital city. It is so so slow, even with max LTE signal bars, that when I run a speedtest, it either fails to complete or I get like 0.05mbps download max, even outside. How is this a decent service? You're basically deprioritized so so much, and the network seems to always be congested, which just ends up you not being able to use any internet for the majority of your time there, even if you're on the most expensive Verizon plan, Get More Unlimited. All other major U.S. carriers work perfectly there as AT&T and T-Mobile are the same network and don't need to use partner networks.
@vzw_customer_support Verizon, what plans do you have to improve service in Puerto Rico, as this is considered domestic coverage and given this wasn't an issue before back in 2019, and has since been an issue after the pandemic? I haven't had these issues in Mexico or Canada, which aren't "domestic" but are included with the newer Unlimited plans so this doesn't make sense.
Our goal is for you to experience the best possible signal abroad. We are sorry to hear that your connection was not up to par on your last trip. We would like to look into this further and troubleshoot the issue you have experienced. Please contact us at www.vzw.com/contactus so that we can further assist.
I think this screenshot says enough in case anyone was wondering how helpful Verizon support is: https://imgur.com/gallery/ZTdvwWn
1. PR isn’t abroad. It’s Verizon domestic extended network in the U.S. Even though they’re not Verizon towers, they’re partner towers just like in any state in domestic roaming.
2. Believe me, I have texted back in April and this month in June 2021 with tier 1 and tier 2 support within iMessage, chat in the Verizon app, talked to escalated Global Support on the phone even for hours, network tickets have been submitted, etc., but nothing has been successful. Seems like posting here is actually the least helpful.
No one knows what’s going on with coverage in PR and the conclusion from Verizon representatives has been, oh yeah cruddy service in PR is “expected”. Seems to only be expected with Verizon since AT&T and T-Mobile are excellent and no one I’ve been with has had any issues but me. I have to use their mobile hotspot as if I don’t pay enough for Verizon to give me domestic service. This is just mediocre and subpar.
Lastly, your generic response didn’t help. I’ve seen this same message before.
Thank you for reaching out. A reliable service is a must and we want to help. The last thing we want is for you to be unhappy with the service. We want to do all we can to find a resolution to the service issue. When did the issues start?