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How to get a new gateway device - 4G lte - long story

All of a sudden we are having great difficulty loading a single web page - forget video altogether. Even the verizon website is a challenge. Yesterday I contacted support through chat and it was a several hour ordeal.

We've had this gate way for 2 years with very few issues. When it has gone out it was due to the Verizon network.

I've been told there is nothing wrong on Verizon's part. They did comment about our remoteness... and yes we don't have a stellar connect normally but this situation is different.

While in my account I noticed all of my pages stated I had 5g and when I tried to click troubleshoot, I received a page that said my device is no longer supported by Verizon. In the chats I asked if that could be part of the problem. No one seemed to believe I was getting that webpage but one rep was kind enough to offer an email address for screenshots. He said he would send a ticket for the website issue but as far as my connection problem he felt the department wouldn't accept a ticket due to my location. Today, that odd website issue is resolved. I no longer show as having 5g internet and there is no link about not being supported. I asked both verizon reps if there were other devices. They avoided that question. After some research, I see there are 3 devices? I have ASK-NCQ1338.

What does it take for Verizon to offer a new device? and... What is the difference between ASK-NCQ1338, ASK-NCQ1338FA and ARC-XCI55AX?

If this hadn't been an overnight change from a consistent connection that supported streaming to not being able to load a webpage, I wouldn't be concerned about the device.

Thanks in advance.

Comments

aurorachristina

Update on the weird website issue that tells me my device isn't supported and shows I have 5g service. it's back... sigh. Please don't mention cookies and cache. I'm a retired web developer.

Verizon_Support

Hello there. We're sorry for the issues you've been having with your data. We would love to help further. We will be sending you a private note to further asssist.

~Ivone

aurorachristina

Thank you for reaching out to troubleshoot through messaging. The dropped connection issue had already been troubleshooted by 2 of your reps at different levels through chat over the course of SEVERAL HOURS. The issue has resolved in the past day. Apparently it isn't my gateway that's the problem. I suspect that Verizon de-prioritized my connection even though I was at the beginning of new billing cycle.

The webpage account area continues to link to a page that states my device is no longer supported when I click on "troubleshoot." If I wander around the website I can get to a troubleshooting screen without that message. This tells me that your website development team needs to do a better job. I'm a retired developer and this isn't acceptable for a company of verizon's caliber. I've also had many issues on the website when trying to redeem Verizon credit card dollars. A top rated cellular company needs a top rated web team.

And finally, my questions have not been answered. What is the difference between the devices I've listed and how do I get the newest version for my rural connection?

Thank you.

Verizon_Support

We want to make sure that all concerns are clarified. The following link will allow you to compare devices. You can choose the ones that you are interested in. http://spr.ly/6601uWqUD ~Geo

aurorachristina

Thank you for the link. The link does not show any of the gateways in my list.

aurorachristina

And there it is again... last week of the month, but the beginning of a new billing cycle - struggling to open web pages and video. Here's the thing: I have family coming to visit for new years next month. I will probably need to go to the library and check out a hotspot device just so my son can work from here. This is ridiculous.

I want to know if verizon de-prioritizes accounts and if the data is TRULY unlimited. I want a straight answer.

Thank you.

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