Hotspot Speeds Unusable - Terrible Customer Service

I have been a loyal Verizon customer for 15 years.  And I'll be changing to a different provider as soon as possible.  I had my service with them on a business plan.  I first set it up about four years ago and did so because it offered some nice discounts over what was available on their consumer plans.  That old plan has continually gotten more and more expensive over the years (latest bill was nearly $700 for four phones, one jetpack and two tablets.  And no phone payments.  We always purchase them with cash).  I reached out to my business rep, Rhett Hamilton, in their Salt Lake City office.  No response.  Reached out again.  No response.  This went on for nearly two months.  I sent countless emails and made countless phone calls.  Nothing.  Really?  Is this what customer service has come to?  I finally was so frustrated, I walked into a local Verizon store and said I wanted to switch my business plan to a consumer plan so I actually had access to made changes and adjustments to it rather than it requiring a Verizon rep to do it.  The local guy pulled up my account and was shocked at how much I was paying for our devices.  He suggested I go to an "unlimited" plan and it would bring the cost down significantly.  So we did.   Well played, Verizon.  You slowly raised my service cost on my old plan, eventually forcing me into the "unlimited" plan.  True, it did bring the cost down to a more reasonable level.  But, as if by magic, the speeds I get for data plummeted.   We run our business off our jetpack hotspot, and occasionally off my phone hotspot.  After many speed tests, our hotspot speeds are consistently between 600 kbps to 2 mbps.  Before we switch to the "unlimited" plan, we were regularly in the 20 mbps range.  I made phone calls to Verizon and was told there was nothing they could do.  I suggested I purchase a different type of plan that would allow high speeds for more data.  They said I was already on the highest data plan.  I said, "look, you are the experts here.  I can't even open my gmail accounts for my business with the speeds we have.  I need you to do something so we can actually run our company".  They said, "There is nothing I can do."  I said, "You're telling me that there is nothing that Verizon can do to add more "unlimited" data to my plan so I can actually run my business?"  They said, "That's correct, sir.  There is nothing I can do."  I asked to speak to a supervisor.  He told me basically the same thing. I told him I thought there must be some option so we could increase our hotspot speeds.  He said he would look into it and call me back.  He never did.  I called in a second time and had nearly an identical experience a couple days later.  No call back.  My month kicked over, allowing me a fresh usage of hotspot data.  But the speeds are still so slow, they are basically unusable. 

Again, can't seem to get a straight answer from anyone on why everything was working fine for years, but the moment I switch to the "unlimited" plan, everything falls apart?  Since this all happened, I have had several more conversations with Verizon customer service.  Lot's of apologizing, and absolutely nothing changes.  I've had enough, and will be switching to another carrier as soon as possible.  I honestly don't even care of the coverage isn't quite as good as Verizon.  It's hard to imagine being treated with any less respect or importance than what I feel like I've experienced with Verizon for the last four months.  And they've lost me now.  From the looks of things, I'm not the only one who has had this happen.  Good job, Verizon.  You placed profits before people.  It won't be long until all the people leave and your profits leave with them.  Good riddance. 

Re: Hotspot Speeds Unusable - Terrible Customer Service
Customer Service Rep

khaderlie, your efforts to get the service you're paying for are appreciated here. We don't want to lose you as a customer after so many years and realize running your business requires consistent connection speeds at all times.


Saying there's nothing we can do and apologizing isn't how we want to end this partnership. We've sent you a private message and look forward to hearing from you soon.  Thank you.




Re: Hotspot Speeds Unusable - Terrible Customer Service
Specialist - Level 3

If you're harassing agents to speak with supervisors over something they have literally no control over, good riddence indeed.