Formal Complaint to Corporate

[EUG_Johnny]

Concerns about coverage and support

To Whom it May Concern,

I am writing to report repeated and ongoing issues with coverage, both mobile and data, and to complain about the support I received most recently when attempting to report it.

The issue of coverage outage in my neighborhood area is not new. I personally have experienced complete loss of network connectivity at least 3 times in the last year alone, lasting from hours to several days. I have reported 2 of these instances, and attempted to work with Support to resolve.

The 3rd instance I did not even bother to report because Verizon makes it very difficult to get any real support, and ultimately has done nothing to resolve the issues. Local message boards (Nextdoor, Facebook, etc) consistently have reports of these problems as well. Engaging support online or through text results in getting a new agent with no history of the issue, insisting on walking through their script. I assume this model allows Verizon to claim unreal TTR on cases, but I digress…

When this issue presents, I am generally made aware when I notice I’ve not received calls or text messages in expected cadence, or when receiving a flood of days old text messages.

On January 6th, 2024, I was contacted by a friend via Facebook, asking why I wasn’t responding to messages or calls that morning? Upon checking my device, I see none. Try texting, which appears to send, but is not received. Try calling…call drops instantly. This is consistent with previous instances in November 2023 and earlier in 2023. Friends attempting to call me also have their call dropped/not connect. At this point, while I do have some data-content getting to my device for some apps, I cannot make or receive calls or messages of any kind.

Since I have gone through this before, I know the steps to troubleshoot and try to resolve; restart device, enable/disable wifi calling, reboot into device “safe’ mode, etc. I have repeated these steps over and over when the issue occurs, and never has network connectivity been restored as a result.

In the most recent instance, and despite my repeated statements to (online-text) support that this has ALWAYS been network related, and not device, and that these troubleshooting steps have ALWAYS returned the same result, he proceeds to insist on going through each step again, one by one.

I had not, in the most recent instance, removed/replaced the installed SIM card, although I have in the past with no joy. Support insists that I do so, but the SIM bay flap will not fully open. Support then proceeds to un-register my installed physical SIM from the backend database, and asks me to reboot the device. After rebooting, I have zero data connectivity.

At this point, and several hours after engaging support, I decide to go to the closest Verizon store (about 6 miles away) to see if I can at least get the SIM card out.

Arrive at Verizon and am surprised to find out that Verizon has had an area wide outage that began many hours before! How odd that online support did not know this, and still insisted on troubleshooting the device! They also informed me that there had been an additional (un-related) outage in my area the afternoon before! How odd again that neither Verizon mapping, nor support seemed aware of this!

After getting the SIM bay open using the official tool, and verifying that the serial number matched what Verizon was expecting to see, the kind agent provided me a download location to get an eSIM, in case the physical one was damaged. He also informed me that until local network tower access was restored, my device would not be able to make calls until connected and re-authenticated.

Fast forward several hours, and after finally getting the eSIM registered and old, physical one un-registered, (managed this on my own, thank you), I update the ticket which just starts up the support nightmare again.

Over the course of several hours with support, I receive an offer of a replacement phone, I assume due to the ongoing hassle and many hours online or in text with no resolution. The agent seems very excited to offer this, after checking with supervisor. And although I am pretty much 100% certain that a new device will not resolve a network issue, I happily agree.

After this…nothing from Verizon other than repeated requests to close the ticket! After repeated pushing back on this, I get a supposed “Tier 2” person who now categorically states that I will never receive a replacement phone, since my current device is not under warranty, and (this is the best part) “Because the issue is no longer happening!” and proceeds to close the ticket. The agent assuming of course, that this was a device/SIM issue and NOT A NETWORK ISSUE, which of course it was…and it will happen again. This agent also informed that “no agent would ever unregister a sim!” I know this to be untrue.

At this point I have no confidence in Verizon. Not in coverage, and certainly not in support. I do not know from day to day or moment to moment that I have, or will have comms during an emergency! Support seems designed to actually prevent reporting on outages. Pretty sure there is SLA involved here, which I am looking further into. I will also be reaching out to the FCC (https://www.doj.state.or.us/consumer-protection/) and will file a complaint.

Again, this is not about a phone; neither mine nor any offer of a replacement. It is about Verizon providing contracted services, troubleshooting effectively, and ultimately FIXING problems in a timely fashion.

Thus far I have received inconsistent support and in the one instance I received an agent who was both concerned about my experience and was empowered to do something about it, it was made moot by subsequent support who had no history with the case, and denied the offer.

I several times requested the following of multiple agents:

• Link(s) to cases and notes, previous and current
  • “Anita” informed I can see these when case is closed?
    • If this is true I cannot find evidence of it, or of previous cases
  • Link or email DL to report a complaint
    • Not provided

I will be cancelling Verizon in the near future, regardless.

Regards,

JCraig

For reference:

Support request details:

Reason:

Troubleshooting

Relating to:

Phone Calls & Can't Make a Call

Account #:

xxxxxxxxxxxx

Support request #:

*****

Request opened:

1.6.2024 at 11:37 AM PST

Re-opened:

1.18.2024 at 3:35 PM PST

Status:

Resolved (LOL)

[vzw_customer_support]

Hello, EUG_Johnny. Thank you so much for providing this information of all the steps you have taken to resolve this issue. It is very important to remain connected so let's work together to ensure we resolve all of the concerns and issues you have experienced. I see you stated the SIM card door will not open properly. I'm sure we have asked this question but has there been any damage to your device, physical or liquid? 

-Natasha

[EUG_Johnny]

Hi, Natasha,

A cracked screen was repaired, approximately 1 year ago.  There is no damage to the SIM port, the flap was merely slightly stuck .

Again, the problem is/was not with the phone,

-John

[vzw_customer_support]

We appreciate the information, and we want to make sure we take care of this and address your complaint. We're going to send you a Private Message so we can better help you.

~Jesse