Coverage/quality declining

[ingeleberg]

Our family lives in Midland, Texas in the 79705 zip code.    We have been loyal Verizon customers for many years -- and have been very satisfied with Verizon's coverage and service until the last several months.   We have witnessed an extreme degredation in data service, to the point where we often cannot get any data coverage in most parts of town.   While our phones often show 2+ bars of LTE coverage, we cannot access websites or use our apps.   We all have late-model Apple devices (iPhone models 8, X and XS) and have tried having our SIM cards replaced (which made no difference).   

We hate to consider leaving Verizon, but may have to do so soon.   The current service is completely unacceptable.

What are Verizon's plans for improving service in Midland, Texas?

[boringusername]

What plan are you on? Regardless it's probably congestion. Also how "loyal" or how long you've been with Verizon doesn't matter to to topic at hand. This is customer to cusotmer forum and any reps that happen do chime in here would not have the info you seek.

[ingeleberg]

Hi boringusername,

Thanks for your reply.   It appears that we are on the Multiple Unlimited Plan.   

I agree with congestion being the likely cause... our town is experiencing explosive growth due to oilfield activity.

What are your suggestions for getting the attention of the right people at Verizon?

Thanks again

[vzw_customer_support · Accepted solution]

ingeleberg

Oh no, I'm sorry to hear about the issues you're experiencing with your service, we certainly do not want to lose you over this. I know how I depend on my phone for just about everything. I'm more than happy to take a deeper look into this to see if we can pinpoint what's going on, this way it can be resolved.

Regarding future network infrastructure, Verizon Wireless radio frequency (RF) engineers and system performance engineers regularly evaluate network coverage and performance to identify locations that may require additional coverage. Based on their analyses and recommendations cell site construction or other improvements are then planned and budgeted accordingly. Verizon Wireless' specific network expansion plans, locations, and timetables are considered proprietary and confidential.

In regards to your data concerns, there are different versions of the Unlimited plan that come with different set of network management guidelines see here http://spr.ly/6606EnOK6. Which version(s) are you on? Are the issues while indoors only, a specific location, or everywhere you travel within that zip code (over a 10-mile radius)? Had anything changed around the time you noticed a difference in service?

EdwardL_VZW


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!

[ingeleberg]

Thanks Edward.   We found out that we were on the Go Unlimited plan, which puts us at the back of the line for data during times of congestion.   We have since upgraded to the Beyond Unlimited plan, and the issue seems to be resolved.   We are very disappointed that the various plan options were not explained to us at the time that we went to unlimited.   We would never have selected a plan that deprioritized our service.

[erinm86]

I'm in Boston on top floor and suddenly keep dropping calls and having cruddy service I work from home why did i go from 4 bars to 2 sometimes 1 in a week? I'm going to have to go with another carrier I can t have calls dropping especially not for the most expensive service out there! Ridiculous 

[Loudpipesrcool]

That sounds like a corporate answer. In recent months, I have had poor service in South Dakota, Michigan, Iowa, and at home in Illinois. I live 17 miles from O'Hara and have one bar. Last year I had 5 bars here. This is unacceptable for the most expensive service around and I will soon switch to another service if it's not fixed.

[vzw_customer_support]

We definitely do not want to lose your continued business, and we care about you being able to use your phone as needed.  I want to tackle this head-on with you immediately and will send you a Private Note on this platform so that we can find a solution.

~Pablo

[vzw_customer_support]

We are here to help with your service concerns and ask that you reply to this Private Note at your earliest convenience.

~Pablo

[barbh-r]

Live in Capitan NM     We have same issue over the past 6 months.  Verizon says their service here has been investigated and just fine THAT it is our issue with our phones or just the number of people using service.   REALLY look up Capitan NM--how many Verizon customers you think there are here.  Three cell phone towers within 20 miles.  THINK Verizon is just choosing to whom and when they will allow customers access while making them pay full price.   Going to State public utilities commission and FCC next.

[vzw_customer_support]

It’s critical that every customer is getting the service they want and deserve. You should never have to go through the inconvenience of missing important phone calls. We would like to investigate this further, so we can get your service working again. Does this issue occur when you are indoors or out? Are you experiencing service issues with calls, text and data or all of the services?

ChristianP_VZW

[stillsmilin]

I have been a customer with Verizon for 16 years.   Since November of this year, Everything has gone downhill.   I purchased two new phones with trade ins.   This has been a nightmare.   They have not credited the promised amounts for the trade in.  I have contacted customer support 20 plus times since.   No solution.  Then they charged my account three times this month.   When I contacted them about it, they told me they would hold that amount and credit it to my next bill.  If I wanted to pay extra I would have done it Voluntarily.   Unexceptable customer support.  Very VERY Disappointed in Verizon all together.    T-Mobile is looking better and better.   

[vzw_customer_support]

Hello, before anything, thanks for your 16 years of loyalty to the company, we truly appreciate your business. Being on top of your trade ins is vital, especially if you are having issues getting the credit. It breaks our heart to see you in this dilemma, rest assured we are here to help.   ~Gilbert

[vzw_customer_support]

Your have the right to feel frustrated, especially after reaching out 20 times with no resolution. Nevertheless, the last thing we want is for you to have a negative impression of us. We want your experience to be a joyful dream not a terrifying nightmare. Verizon would be sad if you started looking at other carriers. You mentioned you have not received the credits you expected, how much were you seeking and how much did you get? What type of trade ins were they (standard, promotional, etc.)? What are you looking to do with the triple charge (refund, etc.)? ~Gilbert

[jrl11190]

I am in Vermont and this is also an issue here. The past 6 months have been declining considerably.  My home has had great coverage for the past 15 years and now I have nothing over the past  6 months. It is completely unacceptable. 

[vzw_customer_support]

Good morning, jrl11190! It's our priority to provide a seamless network experience, and we are concerned to hear that you are experiencing challenges with your service. We would love the opportunity to help you today. Can you please elaborate more? What services are being impacted? Does it occur in a particular location or multiple locations?