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Who can I reach out to with concerns about coverage at our local high school in Glendora, CA. T-Mobile users have full coverage on campus, but Verizon users are stuck in SOS mode. For the safety of students and staff, it is essential that there is cellular coverage. Who can I contact to discuss coverage gaps and to troubleshoot solutions?
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Thanks for reaching out kristyespino. As a parent as well, I do understand the need for reliable connections. SOS indicates no service so we want to look at coverage, alerts, and other indoor services available to the school. Would you be able to provide additional details such as the High School name to pinpoint the location? Do you experience the no service indoors and outdoors?
-Deb
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Hello,
There is no service inside or outside. The school is Glendora High School in Glendora, CA.
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Thanks for those details. Have you ever been able to use service at this location? How far away from the school do you have to travel before you are able to pick up service?
-Lauren
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There are locations on the campus (it covers a large area) where there is a very weak signal. Keep in mind, CA schools are not usually built as large multi-floor buildings. The school is a sprawling single-level campus. We paid a company to have a cell survey done and the results revealed that there is extremely limited coverage in most areas of campus and zero coverage in others. Users report that travelling one block in most directions yields somewhat better coverage, but not consistently.
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Thank you for that additional information, Kristyespino, is this something that started recently or has always been an issue?
-Melissa
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This has always been an issue., however people are becoming more vocal about the need to improve service as there is greater reliance on cellular connectivity for emergency messaging. People now realize that it is not an issue with the school, specifically, but with Verizon service supported at the school since T Mobile customers have adequate cell service.
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@kristyespino wrote:This has always been an issue., however people are becoming more vocal about the need to improve service as there is greater reliance on cellular connectivity for emergency messaging. People now realize that it is not an issue with the school, specifically, but with Verizon service supported at the school since T Mobile customers have adequate cell service.
It could take a long time before Verizon installs a new cell tower or upgrades whatever towers are in the area so that the school receives adequate signal strength for Verizon customers. What about organizing some kind of community "go fund me" thing in order to get a Verizon network extender installed on the campus (not sure how well this would work since a good part of the campus has no service at all) - or if there is very weak signal in some parts of the campus, to have a cell phone signal booster system installed where the signal is weak, so that at least part of the campus has usable service? Can't just tell all the students their parents have to switch them to T-Mobile! ๐ฎ
I'm not a Verizon employee, just another customer trying to help.
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Thank you for trying to help! We've explored such a project, but it is cost prohibitive. I can't imagine that we'd raise nearly enough with a GoFundMe to cover the expenses of the equipment needed. I am really hoping that there is something Verizon can do as they have way more funding than our public school.
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Verizon sells a network extender for $250, but there are limitations on how it works such as you have to be within 15 feet of it to connect. Yes, a 3rd party booster system gets super expensive...which leaves you and all the other parents of students at the school either having to hope Verizon does something about improving the network, or else everyone is going to have to switch their children to "Pink Logo Place" or the budget "Metro by Pink Logo Place"? โน๏ธ
P.S. - There's a new blurb at the top of the forum pages now which says you can use the Contact Us link at verizon.com - maybe this will get your inquiry directed to the correct people faster? Haven't had an opportunity to use it myself, so can't say, but couldn't hurt. Good luck with getting things improved!
I'm not a Verizon employee, just another customer trying to help.
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@vzw_customer_support just checking in again about this since there has not been a response to my last reply. Is there anyone who specifically handles government, healthcare, schools, etc. in Southern CA?
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kristyespino, we are here to assist with your concerns. We understand how important it is to remain connected, especially at school. We do have a business group that would handle business specific accounts, but my understanding in reviewing your prior post is this is impacting individual users, correct? We would be able to offer troubleshooting for those individual lines. Do the devices have access to Wi-Fi?
-Andi
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@vzw_customer_support yes, this impacts individual users - are you suggesting that we tell all 2500 (ish) families to call customer support individually if they have Verizon wireless and are not satisfied with coverage at Glendora High? Individuals on campus do have access to wifi, but in the event of an emergency where our power goes out, wifi will be non-existent.
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@kristyespino, I have some different suggestions for you since you'd mentioned it would be cost prohibitive to install a signal booster system at the school.
-If T-Mobile works at the school, is there some way to get a single talk and text only line on a decent flip phone using Metro by T-Mobile? I don't know if there is anything in the school's budget which could cover that so that students who don't have a cell phone or otherwise are in a dead zone can access a "public cell phone" for emergency situations or to call their parents. Metro is T-Mo's budget side of the business and I don't think any of their plans run much more than $30 or so a month, so you might be able to get a GoFundMe sufficient enough to cover that.
-Can the students use a landline at the school for emergency calls? I am assuming numerous parents who have noticed the Verizon dead zone problem have contacted the school, but if they haven't, seems like if enough of you report the problem, someone ought to be willing to let students borrow a landline phone at the principal's office or whatever.
We are in a wireless world now, so sure hope Verizon takes note and does something, but these things inevitably take a long time.
I'm not a Verizon employee, just another customer trying to help.
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Excellent question, kristyespino. We would need access to an account in order to troubleshoot service. To clarify, do you have a Verizon Wireless account that we can access? If so, we can send a Private Message your way. This way, we're able to review how your device is connecting to our network, use our tools, and help take a closer look at the usage history to identify any network issues.
~Izzy
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@vzw_customer_support I do not, personally, have a Verizon wireless account, but the site principal has given permission to use her wireless number for this purpose. Please, send the private message and I will provide information.
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We will be glad to help. We will send a Private Message to further assist. ~Geo
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It's my daughter's first year at GHS and I noticed it immediately starting in September 2023 when I picked her up and dropped her off whether it be normal school hours,sports practice, or even evening school dances. I googled this problem so see if others had the same problem. My wife is also on Verizon has the same problem.
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@nobodyyouknow69 it is definitely an issue GUSD is concerned about and we are exhausting all avenues to find support to improve coverage (hence, this community post). At this time, T-Mobile is the only provider with reliable coverage at GHS. We hope that Verizon and AT&T will offer reasonable pathways for improving service quality.
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nobodyyouknow69, we're sorry to hear that your service is impacted in this location, and would be happy to troubleshoot further. To better assist, we'll be sending a Private Message.
~Izzy

