My Device Disconnected from Verizon's Network Every 24 Hours
SoCalCIts
Enthusiast - Level 2

Hi, I  have a Samsung Galaxy S22 Ultra 128GB in Green.  The device is 14 months old.

On 01-10-2024, my device abruptly disconnected from Verizon's network.  I tried the network reset, no change.  I called 611 and the agent refreshed the signal to the IMEI and the service was restorted.

 - Until - 

On 01-11-024,   my device abruptly disconnected from Verizon's network.  I tried the network reset, no change.  I called 611, and the agent refreshed the signal to the IMEI, but the service could not be reconnected - james, the Verizon Agent, indicated there appears to be an issue with the eSim.   I asked for an explanation of the error but was only told of a possible solution.  That solution is to wait 12 hours with no service to the device; then I will receive a call back on another line to troubleshoot.  The solution here implies (as it is now) that the device is a glorified MP3 Player; restoring the functionality as a cellular device is not guaranteed.

Has anyone else experienced this type of problem and if so, how was it resolved?

7 Replies
vzw_customer_support
Customer Service Rep

SoCalCIts, help is here as we want you to have access to all the functions of your phone. Please tell me more. What is your zip code? What do you mean when you say the device disconnected from the network? Which signal indicator shows on the phone, meaning LTE, 5G , No Service, or SOS? 

-Natasha

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SoCalCIts
Enthusiast - Level 2

Being professional and engaging customers, resulting in a positive outcome is ideal in most customer engagement scenarios.  A conversation lasting longer than 10 seconds is necessary to determine the underlying issues. 

In this circumstance, it took multiple calls, a trip to the local Verizon Store, and even more calls to tech support levels 1 and 2. Then I asked at what point Verizon determines if continuance is futile and repeated failures will not change the outcome.  

The practices employed to resolve a known issue and the members hired to execute those practices need more training and/or experience.  Before an outcome can be determined, no service provider should ever subject the customer to days and days of futile, repeated, repeated, failed practices. 

The device was a Samsung S22 Ultra, which was known to have connection issues.  On the Second day of reporting the same issue, it would have been best for the representative to state that fact and offer a replacement at that point.  However, Verizon's practice was that the reps must continue the repeated failures until a more senior employee could make the determination. 

By these practices, it is very evident that Verizon cares more about the bottom line as this issue was raised by Samsung a few months back and (from my research), Samsung advised that the device should be replaced with a device with the correct Service Update.  The Verizon Store Representative revealed that  he had dealt with at least 4 devices having the identical issues and the outcome was always a replacement - but, his authority did not allow for that to be offered or submitted, a senior Verizon representative must make that determination after hours of repeated failures.

gswirth
Newbie

I am having this same issue, however I will have service if I'm connected to my home wifi, not my work wifi though. If I connect to other wifi spots around town I may or may not have service. It is so confusing. But I need to have the service I'm paying for. The area that I'm in has Verizon coverage, no outages and other Verizon users have service where I do not. 

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vzw_customer_support
Customer Service Rep

Hi gswirth. I don't want to see you trapped at home on your wi-fi to stay connected. Let's look closer at your Verizon service experience when out and about. Please reply to the following private message to get into more details.

-Deb

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StepheandCC
Newbie

 am having this same issue, however I will have service if I'm connected to my home wifi, not my work wifi though. If I connect to other wifi spots around town I may or may not have service. It is so confusing. But I need to have the service I'm paying for. The area that I'm in has Verizon coverage, no outages and other Verizon users have service where I do not. 

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vzw_customer_support
Customer Service Rep

We're sorry to read that you're having issues with your service. We're here to help. Does this happen everywhere or only in a certain area? ~Peter

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SynthpopAddict
Champion - Level 1

To all:

-If you have a Samsung S22 of any variety, there is a known hardware issue with this model and you need to get the flex antenna and charging port board replaced if your phone is constantly losing network connectivity.  Parts are pretty cheap and you can even buy them on Amazon and there may even be YouTube videos showing how to replace at least one of the parts yourself if you're adventurous.  Otherwise, it is a matter more of what the repair shop wants to charge for labor.  I've seen quotes in the $50 to $80 range for the fix if you go to a repair shop.

-If you have an iPhone, as if today September 30, 2024, a bunch of iPhone users from all over the country are reporting their iPhones are in SOS, so it sure looks like a network outage affecting only iPhones as Androids have service.

-Re: the comment about some WiFi not working: this may be an issue with the WiFi spectrum used, or you need to figure out what the WiFi password is for the network you're trying to connect to and make sure your device is picking that WiFi network instead of your usual "home" one or whatever WiFi you most use.

-------------
I'm not a Verizon employee, just another customer trying to help.
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