Just recently started losing cell phone coverage at different times of day in Denver
DenverJennifer

I have never had an issue with cell coverage at my house in Denver until last week. Now it's spotty and goes in and out at different times of day.  I contacted Verizon and the person I spoke to had me reset the network settings, along with lots of other steps and nothing has made a difference. It's 9:37pm on a Friday night and…no service. What changes have happened to cause this substandard service?

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DenverJennifer

Since I posted this, I've had a number of private messages, none of which addressed my issue. What's the point of asking a question in the community if every time I get a response, I have to log in and then not received any assistance. Frustrated. 

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vzw_customer_support
Customer Service Rep

Hello, DenverJennifer, the last thing we want is for you to be frustrated. For this particular issue, we will need additional details as to what's going on and likely account access at one point. If it is easier, you may Contact Us: https://www.verizon.com/support/contact-us/ to receive immediate assistance regarding this issue. Of course, we are happy to continue to help you via Private Note on this platform if you would like.

-Lauren

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Hi Lauren,

I just called customer service and they somehow upgraded the plan at no additional cost so my signal would be prioritized on the 5G network which supposedly is overwhelmed at different times.  After turning my phone on and off as I was told to do, I have no signal at all.  What if I had an emergency? I couldn't even call 911.  What happened 2-3 weeks ago that meant I wouldn't have signal on and off. Please help me fix this!

 

Jennifer

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vzw_customer_support
Customer Service Rep

We'd like to help find a lasting solution to the service issues you're currently experiencing. Please be on the lookout for a Private Note for further assistance.

 

~Izzy

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Here's an update:

I was on a chat yesterday for almost an hour with customer service. The last bit of advice I got was that there must be some other issues beyond Verizon's control that are causing the intermittent service and that there was nothing they could do. The recommendation I received was to enable my phone for wifi calling. What does that mean? I have to call though my xfinity wifi connection during times that the Verizon signal won't handle calls. This is after having great reception and service from Verizon at this location for 10-15 years. This changed two weeks ago. No major construction in my area and several 5G poles within a block of my house that were installed in the last few years. 

I'm still hoping to get this issue resolved and will continue to update here. 

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DenverJennifer

Final update:

While my complaint wasn't resolved the way I hoped (I still need to use xfinity wifi calling when my verizon signal isn't available) I do appreciate that Verizon technicians on this community page kept contacting me to assist.  Yesterday, John reached out and thoroughly explained the issue. He also made some suggestions on how to improve reception. So, I'm not 100% happy, but do appreciate the extra assistance.  Thank you. 

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vzw_customer_support
Customer Service Rep

We want to make sure you're able to rely on your phone at any time of the day. We'll send you a Private Note so we can gather more information.

~Jesse

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