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For months coverage in northern Virginia/Reston area and beyond has been bad. Itโs always been bad in a nearby shopping center but more recently poor connections are in many local areas. We know that in north Reston a cell tower was removed, but weโre miles away. Neighbors with T-Mobile report no problems. After 19 years with Verizon (and tons of conflicting prices concerning trading in a current phone) weโre considering leaving. The current infrastructure doesnโt seem to support the massive number of new customers Verizon is focused on and rewarding.
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We're always working to expand, improve, and grow the network for all customers, new and long-time family members like you. Naturally, we'd been saddened to see you go. If you like, I can take a look at the area for coverage and if there are any known issues. All I would need is a zip code. If you need any clarification on a current trade-in promotion, we can also clear that up.
-John
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Thanks. 20191, 20190 and others further away, but we didnโt pay attention to zip code.
As for trade-in, part of the problem is itโs so confusing, your reps often donโt know so provide wrong info. Example: $500 offered with no new line needed? Wrong. Itโs needed.
I think I finally have correct info after researching it ad nauseam but itโs skimpy, because Verizon just offers very good deals to new customers or decent offers to those willing to get a new line.
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bejeans, let's make sure we're able to figure out what's going on in your area. We're going to send you a Private Note so we can gather more details.
~Jesse
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I tried to respond but the first message sent to me was closed (too many days open, fault). So I responded to the second message and got the message โyou have reached the limit of private messages etc.โ
So one attempted message that didnโt go through is is the limit apparently. Whereโs the rolling eyes emoticon?
Meanwhile Iโve been given yet another trade-in dollar amount for my old phone, different than the others.
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I responded to your post but donโt see it now. So again, thanks. Two zips are 20191 and 20190, but we werenโt focused on zip codes for other northern Virginia locations where calls were broken up. Itโs much worse now than it was even last year, though a nearby shopping center and certain streets have always had dead spots.
As far as a trade-in, part of the problem is lack of sufficient training for customer service reps for an overly complicated system.
In two calls, one rep gave me a dollar amount that supposedly did not require a new line or plan upgrade, but in actuality it did. And another gave me a number and tried to make it work for quite a while, putting me on hold, and finally escalated it. (I did not hear back after that.) So the amount he told me also required an upgraded plan even thoug the rep told me our plan was already at a high enough level.
I donโt fault the reps. As an ex corporate trainer, itโs easy to recognize when a company has too much complication for a normal person to ever understand it completely. But the bottom line is I believe Iโve figured out the amount, which is skimpy, because Verizon is hungry for new customers, and hopes the complications of switching will keep customers like me in the fold.
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Thank you for that information, bejeans. At this time, I am not seeing any known issues or outages in those zip codes. Can you tell me more about how calls, text, and data are affected? Are you experiencing a service issue no mater where you go throughout these two zip codes? With regard to the trade-in, we do want to ensure that you have the correct details and amount. What phone are you interested in purchasing?
-Lauren
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Lauren, you may not have read my posts, because I said calls break up in some locations, so that would not be โwherever we go.โ And I didnโt refer to outages, text or data.
Iโm sure you know what calls breaking up means, but Itโs when speaking with someone, voices are cutting in and out. Parts of sentences or words are heard. Itโs been the case for years at a nearby shopping center (no high rise buildings) and a few other dead spots, but itโs gotten worse. But I already posted this.
It may be because of cell tower congestion. Itโs well documented that if a tower is serving a very high call volume, quality of the signal can diminish. The population is growing. A tower was removed several miles from us though we are likely not in its range. Companies ambitiously sign up more people. That all contributes to congestion.
Verizon regularly denies there are problems. But there are. And with all due respect, fixing this type of problem cannot be done by customer service reps; it would take a shift in how Verizon does business.
And again, as I already posted, I figured out the trade-in Itโs skimpy because weโre not new โ weโve only paid Verizon for service for 19 years.