3G vs 600Kb after 10G of data

[DANHIL71]

I signed up for a new Verizon account on July 5 - by July 9th I had gone through the first 10G - I am taking a class online and knew that would be the case - I received my message: "Your 4G ... has reached its 4G LTE data allowance.... Your 4G Internet will be switched from 4G LTE speed to 3G speed for the rest of your bill cycle."   This worked fine for the whole month, as this reduced speed was still sufficient for me to continue attending my online class.

One month later -

Aug 19: "Your 4G Internet will be switched from 4G LTE speed to speeds up to 600 Kbps for the rest of your bill cycle." 

This is not the contract I signed up for -- the first month is what I expected and no complaints -- the second month the 600 Kpbs is too slow/sluggish that I am unable to attend my online class. 

Please someone help me to understand how my contract went from 3G speed to up to 600 Kpbs.

Thank you in advance -

D.

[HARDIZ59]

I agree completely with your concern. It looks like they extended the initial limit from 10 gig to 15 but are now slowing us even more than before. I could live with 3 g but this "up to 600 k" limit may not work for me. We use up the initial amount in just the first few days of the month (we live in the country away from cable and use this as our internet access).

[vzw_customer_support]

DANHIL71,

We always want your speeds to be efficient. I can understand your concerns. Knowing your plan and meeting your needs is very important. I'll be happy to help. Please check your Inbox for my Private Message.

RyanC_VZW

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[KIRSTE18]

[Removed] The question was asked on a public forum. You should answer it on a public forum. This practice of taking things into private messages simply leads people to believe you have something to hide.

inappropriate content removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator

[FALXCEREBRI]

I could not agree more.  First of all, supposedly it is 22 GB before getting throttled (although, I understand that the hotspot limit is 15 GB, which is poor design and feels like a cheat).  Second, this new change from 3GB to 600 Kb is drastic, making working on the internet through a hotspot untenable. 

Verizon, I have been a loyal customer for 10+ years (if I remember correctly), and I am disappointed in the way this sudden change (from 3 GB after throttling to 600 KB) was executed.  It felt underhanded, announced in small print while the misleading promises are always in large print.

My contract thankfully will be up soon, and I am consider moving to a new company, especially since I doubt you will promise to more transparency and will also try to pull this kind of bait and switch again.  I am also considering a BBB submission (as someone suggested doing on another similar thread).  If you would like to discuss let me know.

[vzw_customer_support]

FALXCEREBRI,

We value your more than ten years of loyalty and certainly wouldn't want to see you go anywhere else. I completely understand why you need great speeds.

The hotspot is handled differently from phones because a phone connection is used only on that device while a hotspot can share it's connection with many devices simultaneously. Hotspots and internet devices do slow down at a certain point while phones are deprioritized. You can see details on the differences in how this is handled at http://vz.to/2kMpkew under questions 5 and 6.

If you need more high speed data than this, we want to make sure that can happen. There is always the option to do a data boost to get another 5GBs of high speed data. http://vz.to/2wpTZpn If that still isn't enough, we have many data only plans to allow higher amounts. http://vz.to/2gMMLA6

AndrewT_VZW

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[Legacy2124]

600kb is not reliable internet speeds. Where I live I get service that isn't that great. I just passed the 15GB mark and got turned down. Did some tests and it takes FOREVER to get anywhere! I'm paying $125 a month for a single line and one phone for 600kb internet speeds. Dropped my plan down. Verizon, I hope you realize how much more money you could make if you change this! Even limiting us to 2mb would be better!

[jmccrear]

This is absolutely bait and switch. I changed over to an unlimited data plan with the promise from Verizon that after I’ve used 15 GB of data, my speed would change from 4G to 3G and the difference in speed would be “hardly noticeable”. Approximately a month later, I began a new cycle and once I used over 15 GB of data, and attempted to use my phone as a hotspot, my internet speed was so slow, it was as if I had dial up. That’s when I realized Verizon changed their service to provide hotspot speeds of 600 kbps after customers use 15 GB of data. I called a rep about the slow speed, and first she told me that “phones aren’t intended to be used as hotspots for internet”. (The Verizon salesperson who sold me the phone recommended this model because it makes a great hotspot and I can avoid paying for alternative high speed internet to use for my laptop.)  The phone rep also told me that  600 kbps is the same speed as 3G. I found out that’s a complete lie once I spoke with a Verizon technician today. He said at 600 kbps, using a hotspot for internet is so slow it’s almost useless. He also informed me that once customers use 22 GB of data, the speed for both phone and hotspot changes to “deprioritized mode”, slowing down even more significantly, and fluctuating based on how many customers are online. I chose my phone service provider based on the service and speeds in the unlimited data plan agreement and information from Verizon staff. Verizon has no right to provide me with slower, unreliable speed that differs from what I was promised. I live in a rural area where I have no other option for high speed internet except using my phone as a hotspot. I’m sure Verizon’s reps will try to sell me a jet pack and further increase my bill. I bought my phone and chose my plan to avoid getting a jet pack.

[Nakamukk]

I agree with all of this on here. I also am a student. I have many videos, lectures and online assignments in general that having this “limit” put on is ridiculous. For the amount of money that we are paying I don’t think it’s reasonable at all.

[vzw_customer_support]

Nakamukk, we can certainly understand your concerns with needing fast data speeds at all times. With our Beyond Unlimited Plans and The New Verizon Unlimited Plan, you do have the option to purchase data boost for an additional $35.00. This will provide you with an additional 5GB of 4G data speeds for mobile hotspot usage. 

Thank You,

MichelleS_VZW

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[Nakamukk]

I think it’s a little ridiculous that an Unlimited plan is explained the

way it is in store, then you find out the limitations of the services while

using the product. And then you tell your customer “for an additional $35

you can get this.” I’m sorry a $200+ phone bill for only 2 phones is steep,

the “additional” $35 seems a little obsolete from the issue at this point.

On Fri, Dec 8, 2017 at 9:12 AM vzw_customer_support <

[vzw_customer_support]

Nakamukk, I regret to learn the plan was explained differently in the store. This is never the experience we want our customers to have. Are you currently on the Go Unlimited Plan? Is your usage mainly used for mobile hotspot?

Thank You,

MichelleS_VZW

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[pauly73]

This is still the company line, btw.  Got sold with the same story last week.  Luckily I found out the truth within 14 days so that I can cancel my plan.

[boringusername]

---

@pauly73 wrote:

This is still the company line, btw.  Got sold with the same story last week.  Luckily I found out the truth within 14 days so that I can cancel my plan.

---

Ther is no secret. The terms of the plan are on the website for anyone to see BEFORE signing up. Gottta love peole who get mad because they though they could replace home internet with wireless then find out it doesn't work that way. you're going to have to wait for 5G

[bradswick]

Never trust a salesperson ever, ever, ever.  Always, always, always read the fine print in your contract.  Know the limitations.

Wi-Fi from a phone or hotspot isn't meant to be full speed, full time.  Really for occassional internet use.

If you are trying to use a cellular network for your full time internet provider, get your checkbook out.

[stef7]

The "Unlimited" plans are not unlimited. The carriers are misusing that vague term. Perhaps things would be better if you were on a BeyondUnlimited plan.

You might try forcing the phone or hotspot to 3G mode.

[ShakaB]

This is totally a bait-and-switch! I am furious! I just removed my Hotspot line and I am seriously considering removing all of my phone lines as only one is under contract at the moment. I pay almost $400 a month and have been a customer since 2009. I hope the FCC or somebody rings their butts!

[vzw_customer_support]

Hi ShakaB,

We always want to provide clear and accurate plan details. It saddens me to hear that this did not occur and I can certainly understand your frustration. We would never want to see you leave the Verizon Wireless family, so let's get this fixed asap. I have sent you a Direct Message, if you could please respond to the message at your earliest convenience.

Thanks,

PamelaF_VZW

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[ShakaB]

Don't give them another dime! When they start losing some of their long-term customers maybe they'll wake up and do business with some integrity.

[PEGDEN47]

I cancelled my account yesterday, because after hitting the 15 gig mark, I'm almost not able to access the internet or email due to their slow speeds. I did a test yesterday before turning off my jetpack for the last time and it was a download speed of .54. I'm trying to figure out how that equates to their 600 kpbs promise but I'm thinking it isn't even close. I signed up in July of 2017 and was promised 3G speeds after hitting the 15 gig mark also. I think when you sign a contract for a specific speed, they should have to honor that for the duration of your contract.

Several months in a row, I had to call them because of extremely slow speeds in an area where I should have gotten great speeds and somehow, after talking to their tech people, my internet speed went back to where it should be. Do this, do that, reboot the jetpack, oh now it's working. But I had to do that several months in a row and before I even got close to the 15 gig mark. I don't think I should have had to call them to get the speed I was promised.

This company is a joke and lies through their media to get people to sign up. I'm paying the early termination fee and going somewhere else. Believe me, there are much cheaper and more honest options out there.

I also looked into a class action lawsuit and am currently working with an attorney in California, exploring the option.

And what is with having to get a PIN number, EVERY TIME I WANT TO SIGN IN TO MY ACCOUNT?? I had to get one every time I signed into my account the last several days. So annoying! 

[vzw_customer_support]

PEGDEN47

It breaks my heart to hear that you have decided to leave the Verizon family. We welcome the opportunity to review your account to see what options we have available to mend this relationship. I will be sending you a private message so that we can better assist you. I look forward to hearing back from you soon.

EdwardL_VZW

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