Bad coverage at home
jfriend00
Enthusiast - Level 3

We live in a suburban area (city of Los Altos, CA) in the middle of a neighborhood.  The Verizon coverage at our house is just bad.  Calls often do not work unless we walk outside.  Mobile data often doesn't work unless I walk down the street.  We have Verizon because the coverage in the SF Bay Area is generally good, but as we use our mobile phones more and more for our main point of contact for people to reach us including while we're at home, it's just driving us nuts that coverage does not work well at our own home.  We have 5 phones on our plan with 10GB of data and may have to consider other carriers if Verizon does not improve our coverage.

Some of our Android phones are experimenting with using WiFi calling at home, but that has handoff issues when leaving the house or arriving home and when trying that with iPhones they seem to miss calls and that was a disaster so that's considered untenable.  So, we want Verizon to fix the 4G coverage in our neighborhood or we will have to consider moving all our phones to another network.

How do I report this to Verizon and make sure our voice is added to any others in our area so Verizon knows this is a problem that needs fixing?  I can provide a precise address in private if needed.

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40 Replies
jfriend00
Enthusiast - Level 3

Verizon Wireless Customer Support wrote:

We apreciate you as our customer jfriend00 and would never want to see you leave. We understand the importance of having reliable service. Let's see what we can do to help. When did this issue begin? What is the zip code where you are having trouble?

There's no particular point in time that the problem began - coverage at our home has always been less than ideal.  It has become more of a problem lately because more and more we are just using our mobile phones as our main point of contact (rather than our home landline number) and we're receiving more calls while we're at home than we used to.  And, now we notice that some of those incoming calls don't ring or when we answer the call, we can't talk without going outside.

My zip code is 94022.

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vzw_customer_support
Customer Service Rep

jfriend00

 

Thank you for providing that detail, as we definitely want to get to the bottom of this and keep you within the Verizon family. We do show that our towers in your area seem to be working as expected with no alarms. Although the tower is functioning properly, that doesn't mean that issues don't exist. Your ability to receive optimal signal will be based on your distance from the cell site, if the site has a clear line of site to your location that would allow the Radio Frequency (RF) signal to penetrate into your area, terrain and tree foliage (heavier foliage does obstruct RF signal), new construction in the area among other environmental factors. It becomes more difficult to guarantee service inside a building because there are different types of materials used in the structure, some that restrict signals more than others. How are the services once you leave your residence? What type of phones do you have (make/model)?

 

 

EdwardL_VZW

Follow us on Twitter @VZWSupport
If my response answered your question please click the Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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jfriend00
Enthusiast - Level 3

Verizon Wireless Customer Support wrote:

jfriend00

How are the services once you leave your residence? What type of phones do you have (make/model)?

A phone conversation works reliably standing in our front yard and standing by our front window, but not elsewhere in the house.  Data does not work reliably until I walk down the street.  Phones are Samsung Edge 7 and iPhone 6.

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vzw_customer_support
Customer Service Rep

Thank you for sharing your concerns and allowing us the opportunity to find a solution. Based on the information you've provided here, it is concluded that service works outdoors but not when you're at home. While we understand the importance of being able to use voice,text and data while indoors, we (along with any wireless provider) can not guarantee coverage inside of buildings or homes. This is due to many factors outside of our control including: building materials and structure, electrical lines in the area, construction, climate, foliage, etc. With that being said, purchasing a 4G Network Extender would be a great benefit by improving indoor service. If you have home internet service, then this is an accessory you'd want to consider. Here is a link with more details: http://vz.to/2uOc5vD. With regard to others who may also be experiencing indoor service issues, we would make the same recommendation for the reasons mentioned above. We hope this helps.

 

 

 

 

SheritaH_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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jfriend00
Enthusiast - Level 3

Verizon Wireless Customer Support wrote:

With that being said, purchasing a 4G Network Extender would be a great benefit by improving indoor service. If you have home internet service, then this is an accessory you'd want to consider. Here is a link with more details: http://vz.to/2uOc5vD.

OK, I guess I'm not surprised it would come to this.  Your network is not strong enough where I live to function adequately inside a regular wood construction home (it used to work better than it does now).  So, you're asking me to spend $250 of my own money to hook up a microcell to my own internet connection to serve as a mobile connection in place of your network.  That's not really what I want.  Besides having to spend my own money to address your weak coverage in my area (remember, cellular data doesn't even work reliably in my own front yard), that also means my cell phone will not serve as an adequate back-up for either internet access or phone calls when my internet service or power is out.  No thanks.  Time to find another solution which will also involve investigating other networks for our 5 mobile lines.

Oh, and by the way, your 4G network extender is it currently out of stock.

--John

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sprmankalel
Champion - Level 3

As stated in previous responses, you are not guaranteed of connectivity inside of ANY structure. You don't like the WiFi calling feature and you seem to not like the network extender feature.

Regardless of how well it worked inside your home in the past, something may have changed in between your home and the tower that blocks signal. A tree grew taller, a new building was constructed or any number of other possibilities.

You will be hard pressed to find a carrier that will tell you that you will receive connectivity inside your home.

Good luck with whatever decision you make.

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jfriend00
Enthusiast - Level 3

sprmankalel wrote:

As stated in previous responses, you are not guaranteed of connectivity inside of ANY structure. You don't like the WiFi calling feature and you seem to not like the network extender feature.

Regardless of how well it worked inside your home in the past, something may have changed in between your home and the tower that blocks signal. A tree grew taller, a new building was constructed or any number of other possibilities.

You will be hard pressed to find a carrier that will tell you that you will receive connectivity inside your home.

Good luck with whatever decision you make.

As far as I can tell you aren't guaranteed ANYTHING with regards to coverage or performance.  It's not just inside the home, but outside too.  So, I don't know why people keep responding with there's no guarantee.  Duh. Never has been, never will be. I never thought there was a guarantee.

However, if Verizon expects to retain customers, then cell phones darn well need to work both in the home and probably at work too.  If not, people will pick a different carrier.  It's not like just because we're at home, we don't need to be able to receive calls on our mobile.

If Verizon doesn't provide any means of providing feedback on their network and people just bleed off when coverage has deteriorated in a particular area, then that's what will happen. 

I started this thread because I asked for a way to provide feedback to Verizon about poor coverage in and out of my home with the (probably misguided) view that if I don't at least attempt to tell them about the problem, there's little chance they will ever make it better.  Coverage used to be better than it is now so now we need a solution.  If Verizon won't provide a solution, then we may have to try out other carriers and move our 5 phones to another carrier.  Since I live in a neighborhood and there are probably other Verizon customers with similar frustrations, I thought maybe we could get several of us to all let them know.  But, it appears that Verizon does not make it easy to provide crowd-sourced coverage feedback.  All I've heard so far is that we have to use 1970s technology to provide such feedback (make a phone call through a big phone tree and speak to someone in a call center somewhere).  Maybe I will carve out the 30 minutes that will probably take, but I'm certainly not looking forward to it and I have zero expectations that an feedback I will provide will actually go anywhere.

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lukevinyl
Specialist - Level 2

The phone call IS the way to provide feedback, but as was stated this is something that VZW is likely aware of and can't do anything about. Not that they don't want to, but because they are being blocked from doing so by an environmental (or other, which there are hundreds of) group.

You can, once get connected (it is an exaggeration to state this is going to take 30 minutes) ask to submit a network ticket which provides direct feedback to the network team where they will look at the area (and in some instances even send a technician out to the cell/switching site) and give a resolution/determination. This will probably state that you are indeed in an area that IS a marginal or variable coverage area and that they recommend obtaining a network extender...

Have fun! Smiley Happy

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jfriend00
Enthusiast - Level 3

lukevinyl wrote:

The phone call IS the way to provide feedback, but as was stated this is something that VZW is likely aware of and can't do anything about. Not that they don't want to, but because they are being blocked from doing so by an environmental (or other, which there are hundreds of) group.

You can, once get connected (it is an exaggeration to state this is going to take 30 minutes) ask to submit a network ticket which provides direct feedback to the network team where they will look at the area (and in some instances even send a technician out to the cell/switching site) and give a resolution/determination. This will probably state that you are indeed in an area that IS a marginal or variable coverage area and that they recommend obtaining a network extender...

Have fun!

Thanks.  That's helpful info on exactly how to file a report that maybe gives it a little more chance of actually going somewhere useful.

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sprmankalel
Champion - Level 3

You are completely missing the point.

Verizon cannot control the trees, building and other obstacles that block your signal. Nor can they just go and put a tower on every street corner in the country. If they could, they would have. Something changed in your area that blocks your signal. I have advised you to talk to your local government about working with Verizon to allow them to come in and increase the coverage as a lot of that lack of coverage is due to the local governments blocking approval for it. Verizon knows the areas where their coverage is in need of a boost but if your town doesn't help them then you don't get covered.

They have highly sophisticated computers that monitor the network. How do you think they know when your phone is connected to a particular tower or how many messages you send or how much data to bill to your account? It is all monitored 24 hours a day.

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vzw_customer_support
Customer Service Rep

jfriend00,

 

We always strive to provide you the very best service possible. I know how tough it can be when your service isn't working like it should and we want to do all we can to help. I have sent you a PM. Please reply when possible so we can fully assist you.

 

AndrewT_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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jfriend00
Enthusiast - Level 3

Verizon Wireless Customer Support wrote:

jfriend00,

We always strive to provide you the very best service possible. I know how tough it can be when your service isn't working like it should and we want to do all we can to help. I have sent you a PM. Please reply when possible so we can fully assist you.

Already replied to the PM.

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jfriend00
Enthusiast - Level 3

FYI to those following this thread.  In a phone call with Andrew, we discussed the problem and he opened a network ticket.  It sounds like Verizon will investigate the coverage outside my house and see where to go from there.

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jfriend00
Enthusiast - Level 3

In discussing with Verizon, the people on the phone did not have my house listed as a low coverage area.  So, Verizon sent a truck out to assess the coverage outside my home.  They concluded it was, indeed, weak coverage and weaker than they would like and that is why I have even worse coverage inside the house.  They could not explain why coverage used to be better except that trees grow, new buildings get in the way, network gets more crowded, towers get tuned to solve other problems, etc...  They recommended a network extender for in house use.

So, I guess I got what I started out looking for which was an "on the record" notification/complaint that there is lousy coverage on our street and now it has been verified by Verizon themselves.  Of course, I have no idea if that will ever influence future decision making at Verizon, but the whole premise when I started this was that if you can put more data in their system about where there's crummy coverage, it could influence things down the road (wishful thinking probably, but every piece of data contributes a bit).

So, now I'm left to contemplate whether I invest more money into Verizon with a network extender or consider moving the whole family to another carrier.

-----------

So, the answer to my original question is that you call Verizon support, explain the coverage issue, ask them to open a "network ticket" to investigate the coverage near your house and see what happens from there.

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Ann154
Community Leader
Community Leader

Is that what I suggested very early in this thread? Re: Bad coverage at home

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

sprmankalel
Champion - Level 3

And Verizon told the OP the exact same things that I said very early on in this thread.

jfriend00
Enthusiast - Level 3

Yeah, I'm still thinking about the advice you gave me that Verizon knows all about where their coverage is good or bad so I should call my city instead of Verizon.  Geez.  Based on the evidence from discussing with support, that was not the case here.  They had my house listed as in a good coverage area in their internal maps and when they sent a truck out to my house, they found that the coverage outside was not good at all.  Bad coverage outside = horrible coverage inside the house.

As for the advice from several in this thread to call Verizon, that was the correct advice.  One key piece of information is to ask to open a "network ticket" which is what will hopefully trigger someone in a truck to actually come out and investigate instead of a support call just going into the big bit bucket.

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lukevinyl
Specialist - Level 2

Which is literally nearly word for word what I suggested you do.... You even quoted my telling you this a couple posts up, again-- almost word for word.

Creating a new post stating exactly what you were told by myself and other as if you discovered this and are informing the community of new info, and then even marking your answer as correct is a bit insulting and more than a little bit misleading....

I definitely don't need the recognition but it's fairly lame to do this when others have taken the time to accurately and repeatedly respond to the questions you were posting and asking of the community...

sprmankalel
Champion - Level 3

You still got the same information from Verizon as I gave you, correct?

Marc123
Newbie

you mother flower!

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