Horrible service and getting worse

[captainstandup]

I’ve been a Verizon customer for almost 17 years  and am very loyal spending over $6000/year with Verizon.

In my work group there are over 160 people and over the past several months all of us are having problems with internet stalls, dropped calls cruddy signal and fluctuating LTE service in Asheville and in the surrounding areas. Haywood County NC service has declined so bad it’s virtually useless in many areas. Most of us have IPhone X or Xs or late model androids. We haven’t been told anything by Verizon about the quality decline.

Look if this is a business decision because you only care about 5G or some other reason just let us know so we can change providers. I realize we are small potatoes and individually insignificant to a monstrous company but I do believe in our group we total at least $425,000 in annual sales for Verizon. Maybe US Cellular or ATT would want us. 

[mikeeacho]

Not jsut the cell service. The VZW customer service is getting much worse.

No longer can I call and get a rep; no longer  can I chat with an agent. Everything is robots or long wait times.

Bad enough the information is not on the website.

[vzw_customer_support]

mikeeacho, your loyalty means the world to us and the last thing we would ever want is for you to leave us. All of us here apologize for the issues you've experienced when you try to reach us over the phone or when you chat with us. We strive to provide excellent customer service to our loyal customers like yourself. Please allow us the opportunity to turn your experience around. How may we help you?  

JacobV_VZW

[mathgeek32]

I live in the same area of North Carolina (Brevard).  I agree and it seems that are things are still getting worse.  I have been with Verizon since 1999 in the same place.  It used to be Verizon was the ONLY service that worked, now it is unreliable.  I am responsible for campers on the river and had no service today IN TOWN!!  Had 3 bars and 4G but couldn't utilize phone/text/nor internet.  It has become a SAFETY issue!!

Have you sold towers?  If so, to whom because I need to switch to them to get the service that Verizon USED TO provide.

[AlaskanGrown]

We signed up for the financial assistance and was promised not to be disconnected or terminated, yet on 08/17/2020 they disconnected an extremely important call which I was on the verge of possibly loosing a Gov contract due to Verizon refuses to fix my voicemail, which I have not been able to use since May 2020, but I was being charged for the Verizon services. I was forced to pay the late balance of $63.30 in order to use my cell phone again. This was money we simply did not have at that moment, but I desperately needed to call the person back. That person refuses to hear a word I have to say because they assumed I hung up on them...

When I brought this to Verizon's attention 08/17/2020, I was brushed off as "o'well"... They could care less....

I have had nothing but problems with Verizon's customer service and tech support, no one wants to do their job or they simply don't know how to... Seems like since their teams are working from home, they do NOT want to do garbage...

I have been without voicemail since May 2020, yet I'm being charged for the service. A young lady who actually filed a ticket for me (first who actually did after numerous promises) on 08/03/2020 then it was updated again with another ticket # on 08/17/2020, and as of yet, 08/23/2020 nothing has been done and I'm still without voicemail.

I filed complaints with the FCC that same day, Federal Trade Commission, US Securities Exchange, BBB, Alaska Consumer Affairs, State of Alaska Attorney General's Office, US Congressman Don Young, Consumer Finance.gov, Federal Financial Protection Bureau, pissedconsumer.com & on Facebook, who regulate the industries. Verizon Exec's are in receipt of the Governments inquires.

I am eager to join the lawsuit... Verizon have done nothing but try to destroy us and our small business... I WILL GLADLY JOIN A LAWSUIT... I am begging to be apart it.

I have asked Verizon many of times what is Verizon willing to do to make things right, but all I get is "we'll have to see what the outcome is with your voicemail"... SERIOUSLY...? What a line of garbage... You promise hardship protection, yet you terminated my service over $63.30... And you expect me to believe them on this? 

Not sure if people realizes it but there are several Verizon hate groups on Facebook which all their members have the same problems as all of us.

We are trapped with Verizon until Verizon can supposedly come to a conclusion about my voicemail, and then we are out of here... AT&T and GCI dominates our state, so they will get our business. 

Best of luck and stay safe,

[vzw_customer_support]

This is not the experience we want for you at all, and this is definitely not the way we want you to feel about us. Making sure that we provide you with reliable service and features that you're able to use, is an absolute must. We're truly so sorry to hear that this has been an ongoing issue and we'd be glad to take a closer look at your account to ensure we fully resolve all of your billing and service concerns. To better assist, we'll be sending you a Private Note. 

LauraF_VZW

[glitchedpixel]

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@mikeeacho wrote:

Not jsut the cell service. The VZW customer service is getting much worse.

No longer can I call and get a rep; no longer  can I chat with an agent. Everything is robots or long wait times.

Bad enough the information is not on the website.

---

Rude to the understaffed CS agents. Ever consider staff is overworked and that's why the queue is so long?

[carlo_bos]

Same in Island Park, ID 83429. Service used to be okay, this year it's none existant. Both my dedicated Jetpack hotspot and my Samsung S10 5G phone get no data service. My son's Sprint network gets better service at a fraction of the price. With mobile data costs among tge highest in the world I would expect better service. https://www.visualcapitalist.com/cost-of-mobile-data-worldwide/

[Eje123]

I’m having the same problem. When I switched two months ago I waited forever to talk somebody, and they told me I would get a rebate. When the rebate arrived I wasn’t able to open it. I went on the chat  and the new rep said that I wasn’t eligible for the rebate the first person person told me I could get. So I ported my number and initiated new service and got no perks.  Total bait and switch. After almost 2 hours of chatting back-and-forth, the new rep offered me a buy one get one. We get to the end of the process for the buy one get one, and he tells me he can’t give it to me. I wasted an incredible amount of my time and got absolutely nothing.  I’ve chatted/spoken to two people and gotten absolutely nowhere. I tried calling on the telephone and waited literally two hours and nobody picked up the telephone to help me. I’m beyond frustrated and seriously regretting switching to Verizon. 

[vzw_customer_support]

Eje123,

Saving everything you are supposed to when switching services is crucial. I know every dollar counts and we're glad to help figure this out. Can you explain what you mean by when the rebate arrived? How did this arrive? What reason were you given for not qualifying for it?

AndrewT_VZW

[Jakesroberts]

Southern California service getting worse every day. Is there an issue with regular cell service for Verizon?

[vzw_customer_support]

We are dedicated to keeping you connected when and where you need it! Please tell me more about what you are experiencing with the service and we can work to get to the bottom of this. 

[ezra2]

I love how this response person speaking on behalf of Verizon keep saying they want to fix the problem.  How is redirecting all tech support calls online to a forum of fudging articles any support?  Your company doesn't care!

[creativelair]

Same here. I left my previous cell provider seeking better service. I was enjoying consistency but as of lately my service has been far from strong. Its making me feel as I'm back with Sprint. I asked a rep at the store and as I bump into them out in the world and everyone answer has something to do with 5G and or consumer phones are idle do to how you use your data "there is no such thing as unlimited plans". I own my phones right out and currently in the look for a new provider. 

[vzw_customer_support]

We are not ready to lose you! That is definitely not the experience we want you to have with your service, and would love to help. Please tell us, what model is your device and is the software up to date? Do you have issues indoors or outdoors? Are other Verizon customers having problems in the area?

MariaV_VZW

[srb2165]

Well, if what you say is true "not ready to lose you" then you better get your dirt together.  I have phoned customer service to report poor service on at least 5 occasions.  Each time, nothing gets any better.  IN FACT, it is getting progressively worse as time passes.  I used to pay a higher amount for the service because it WAS superior in my opinion.  However, now that is definitely NOT the case.  I feel that I can no longer justify the higher price for inferior (used to be superior) service.  I do not mind paying more for things as long as they work.  This simply is not the case anymore with VZW.  Extremely disappointed.  Shortly after calling with a complaint, time after time, I quickly get updated via text that it is appreciated that I brought a problem to their attention and that it is resolved but nothing changes.

[vzw_customer_support]

@srb2165 , 

I'm sorry to hear you feel that way. While we would always want to know if you are having some sort of connection issue, there are factors beyond any carrier's control that can result in some areas not having a very good connection compared to other locations. We do have indoor options that get around these issues, such as Wi-Fi Calling that is already included in your services: https://www.verizon.com/support/wifi-calling-faqs/ , but it will require access to home internet. Have you been able to use that yet? You also mention receiving text updates about a resolved problem, but what exactly are those referring to? Do they provide you with a link to click on for more information to the issue?

RussellM_VZW

[Jjared]

Well your gonna loose me!! Tried calling and spent hours on the phone only to be disconnected. Very phone in our house terrible now. Use to be great. Inside and out. And no I don’t want a stupid extender or whatever you call it. All I want is an answer why???? In every response of yours it’s oh we don’t want you to have a bad experience. Well guess what we all are and you won’t tell us why. It’s a simple question and you guys keep beating around the bush. So patriot mobile, T mobile or AT&T are looking great

[vzw_customer_support]

We definitely get needing to have good service in your area, Jjared. To look into this, please let us know how long the issue has been going on there.

ZakC_VZW

[randomusername4321]

Lol.  This is your response to his post?

[calvinjm]

Their responses are terrible. 

We started the process to switch at AT&T.