Service went from functional to non-existent

[mmcvey]

While the service was previously functional and we were easily able to stream, open email etc from the hotspot, the quality of service (specifically data) has degraded to the point of limited to no functionality across all our devices. The issue arose roughly 3 months ago (you'll notice a gradual drop in our data use from 30+ GB/month plan to 4GB) and is at the point where we can no longer use Verizon as a data provider at home. I had called what I assume was lvl 1 CS and was given less than desired solutions (leave Verizon) and or possible root causes (a lake might be messing with the signal). Because the loss in service was fairly sudden and drastic I imagine there could be a possible solution to the issue (hardware or routing. Thanks for any time and consideration - what would be the next step in looking into this issue?

[vzw_customer_support]

mmcvey, we're always here to help and we truly want to make sure that the service is working as desired. Let's get to the bottom of these data concerns. You've mentioned that you're no longer able to use Verizon as a data provider at home. Are you currently experiencing any data issues outside of your home? Can you please confirm your current zip code and tell us more about what exactly is happening when you try to use data on your devices?

SamanthaT_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

[mmcvey]

Hello, thanks for taking the time. All of the devices, including the hotspot aren't having any throughput issues while in other towns or cities. The zip code is 95960, a rural area, but as I noted previously the issue had gradually worsened over time. The construction of the house or the surrounding environment hasn't change since the service was installed to our knowledge. We were previously getting >3Mb/s and able to stream/browse the web without issue; currently every device (from hotspot, new Android and iOS devices) are unable to resolve websites as they timeout. This includes very lightweight websites like google and email inboxes. I can provide the results of new packet loss test and throughput test if you like. Thanks again

[Ann154]

Trees grow taller and thicker over time and that zip code appears to have lots of trees and mountains.

[mmcvey]

trees dont grow that fast nor do mountains.. if that were the case we'd have other more pressing concerns haha

[stef7]

What is the signal strength to the Android and iOS devices (I assume you can load Network Cell Info Lite and OpenSignal). What are the upload / download speeds at different times of the day? Do you have an app that tracks packet loss? Can you be more specific?

[mmcvey]

On average the devices were around -85 - -95 dBm before our issues and download speeds would be ~2-3Mbps. At the moment everyone is reporting about -100 - -114 and 0.6 Mbps which ins't conducive to service. These numbers are directly from the SIM status interface in the phone and an HTML5 based speed test. Websites that test up and down speeds generally don't resolve and timeout  but when they do complete we see numbers more closely related to dialup and >3000ms in latency . I would use a computer connected to the hopstpot or a phone to test for packet loss and can run whatever diagnostics as needed when I get home today

[stef7]

Agreed, -100 to -114dBm is considered poor to very poor for a signal. 0.6Mbps is as you say, quite unworkable.

SIM Status interface ? Do you mean a field test mode on the device?

[mmcvey]

SIM status is just the menu option in settings for android devices that shows signal status and connection info

[stef7]

yeah, the one in Settings | About Phone | Network | Network type and strength?

[mmcvey]

Correctamundo

[vzw_customer_support]

mmcvey, Let's dive deeper into your data speed issues. What data plan are you on? What is your current data use on your mobile hotspot? Is this speed slower constantly or does it fluctuate?

JoelR_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[mmcvey]

Sounds good, our data plan at the time was the 30+GB w/ roll-over and as of a couple months ago it's been dropped to 4GB/month due to our inability to use it at home. We may up the plan to the next tier as some of us are using the data in areas outside the home zip. The hotspot has currently used ~.5GB for the month with 10 days left, but as I said in my previous comments it is only used when attempting to access email and or forms online in short bursts to no avail. All devices (the four phones and the hotspot) are suffering from the same constantly slow speeds at home since roughly last Jan. There are rare instances in the early morning hours (5-7AM) where the service is functional enough to load an email or a couple websites at which point it generally times out or fails.

[apexi055]

mcvey​

So I get the impression that everyone there is connecting to a verizon hotspot, and everyone is having the same issue.

What is the model of the verizon hotspot everyone is connecting to?

Those sound like 3G speeds to me. It would make sense that you're now unable to do nothing if your 3G signal is now over -100dBmV, that's no service land. On LTE, -100-114 isn't that bad, and -85-95 is pretty good.

[mmcvey]

The phones aren't connecting to the hotspot, just the desktop from time to time. Every device is having the dame data issue on and off the hotspot regardless of where we are in the area. To be more specific about the timeline, they noticed a big drop in the quality of service sometime this Jan when there was a big wet spell with plenty of snow.

[apexi055]

The dBmV signal spread between 3g and LTE is a little different, so over 100 on LTE isn't really that bad. Over 124dBmV is when you start to lose your LTE signal, compared with around 100dBmV on 3G.

The in phone signal status is ok, but I wonder what LTE band you're connecting to. I used signalcheck lite to look into that. When I'm home, I noticed that when my phone connects to AWS, my signal gets poor, 1 bar or no bars. AWS operates at a higher frequency (2100mhz for example), and isn't as good at penetrating buildings. When my phone connects to the tower using band 13 @700mhz, I get 2-3 bars, and my dBmV number goes down in double digit numbers.

What PRL version is your phone using? I had issues on 15518, but everything is much better now on 15535. However, I also installed a new sim card at around the same time as the prl update. I thought PRL's were sent OTA, but I wonder if that information is on the sim too? Or maybe I'm wrong about it being sent over the air?

I mean, it doesn't make sense that it's the sim cards in all the devices. But, that is still something that I would try, it's free and process of elimination.

[Ann154]

Don't you mean less than -124 dbm? This dBm signal is represented in negative numbers. A signal of -90 is better than -105 for example.

[apexi055]

I used "over" to express a number above 124, higher than 124. . I omitted the - because in this context it's assumed, like the use of ellipsis in the English language, which is extremely common.