Poor Coverage
dmwing
Enthusiast - Level 2

The coverage map shows 5g and with no degradation...I literally cant hold a phone call for more than 5 minutes - and it drops.  My 12 Pro Max shows one bar of service as did my XS Max prior to the upgrade of phones.  So frustrated, we live in a highly populous area in castle pines.  HELP VERIZON...we have 8 lines of service, we don't want to cancel.  My neighbors say the same thing. 

1 Solution
dmwing
Enthusiast - Level 2

thanks.  tapadero and ocaso, castle pines, co 80108

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42 Replies
vzw_customer_support
Customer Service Rep

We definitely want to make sure you have the best experience possible with your service. I am more than happy to help you, and review your location. Tell me, what is your zip code? How does your signal/service change if you step outside? Please share some details, so we can continue. 

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9wood
Specialist - Level 2

Same with me been over twenty years that anything changed where I am no new houses less trees etc maybe a mile from there tower had one tell me yesterday that the signal is controlled or fixable in the my Verizon app before he put me on and off hold claimed to be fixing my issue ten minutes later proceed to talk over me and more holds issue not fixed how surprise other claim it's just my device i.e buy a new phone and claim no outages and no known problem excuses

9wood
Specialist - Level 2

Past few weeks many have the same issue myself included but all that comes from Verizon is scripted non answer reply no help or anything beyond that I got a repeat private message probably ten for various issues want me to authenticate account nothing else just get ignored one rep said recently having one bar is good in a non scripted reply

vzw_customer_support
Customer Service Rep

If you are having issues or concerns, we are here to assist. We are here to partner with you to find a resolution. Some issues must be done in private for your privacy and security. Some can be done in a public forum. - ErichC_VZW

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dmwing
Enthusiast - Level 2

sorry hit correct answer, this has been the case for a long time (years)

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vzw_customer_support
Customer Service Rep

dmwing, can you provide the location information as requested?

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dmwing
Enthusiast - Level 2

Tapadero Way and a ocaso drive in Castle Pines Colorado

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dmwing
Enthusiast - Level 2

Tapadero Way and Ocaso drive in Castle Pines Colorado

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Keywest2u
Newbie

Royal Valley St. Henderson,Nv

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vzw_customer_support
Customer Service Rep

How long has this been going on?

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Sandman408
Enthusiast - Level 2

I’ve always had subpar service here in Key West. I’ve been here since Oct 2015 and have had different iPhones all with the same performance.

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vzw_customer_support
Customer Service Rep

Those details are helpful, Sandman408. Our goal is to improve your wireless experience and to also set the correct service expectations. You mentioned a specific trouble location (intersection of Duval Ave. and Front St.), do you experience service issues anywhere else?

Please note that several factors outside of our control can impact signal and service (https://www.verizon.com/support/troubleshooting-wireless-signal-coverage-video/).

 

Are you at the trouble location right now? 

What is the ZIP code for the trouble location?

 

- AntonioC_VZW

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Sandman408
Enthusiast - Level 2

09C3B087-FF6E-4360-873F-7CA06ADA7C27.png

Today I’m standing at Duval St and Caroline St. WiFi off. It’s really like this all over Key West. 33040
I'm in the tourist industry and hear complaints all the time about the service.

 

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vzw_customer_support
Customer Service Rep

Thanks for that additional detail, Sandman408. In review of your screenshot, it does appear that LTE signal is adequate in that area. You have however mentioned that the area is one that attracts tourists. This could mean that you may be dealing with congested cell towers in that area as we do have a few sites in that zip code that are taking on too much data traffic. A slowdown of your data speeds would be a normal occurrence in that instance as that can be expected when sharing network spectrum with many others in a concentrated area. 

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Sandman408
Enthusiast - Level 2

Thanks for your response. I guess it is what it is for us down here. After 20 years I may finally have to shop around as I really need my data for work. 

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vzw_customer_support
Customer Service Rep

Are you still having trouble with your signal? If so, please respond to our Private Note so we can take a closer look! ScottD_VZW

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dmwing
Enthusiast - Level 2

thanks.  tapadero and ocaso, castle pines, co 80108

9wood
Specialist - Level 2

Many have reported same issue past few weeks seems no real help or answer from verizon except one of there replies stated as long as you have one bar they find no problem other than that get scripted reply and claim no outages etc

dmwing
Enthusiast - Level 2

Thanks for the reply 9wood, the problem is its one bar to none vs one bar to two.  It drops on every call.

vzw_customer_support
Customer Service Rep

We want to ensure you get the assistance you need, dmwing. What announcement do you hear when dialing #832?

CheyenneS_VZW

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Says the test call has been successful but every other call I’ve had has not been good.  Two of them have been to customer service numbers of banks so cannot be the other cell service.  

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