Very poor cell reception at my house
CustomerSince1989
Enthusiast - Level 1

Over the past 2 years we've noticed that the quality of the cell service is very poor (dropped calls, poor quality, data does not strea, etc).  I've called technical support about 6 times the past two years, including this morning.  Each and every time the tech support person goes through a choreographed list of questions and diagnostic tests.  Each call we identify the cause of the poor service:  my device hardware/software, terrain surrounding my home (trees/hills), quality of my ISP (still not sure how this interacts with cell reception), and my house structure.  NEVER once has a technition suggested the Verizon product could be at fault.  NEVER once has Verizon offered to monitor the service at my home.  NEVER once has Verizon indicated they will investigate the cell towers that provide service to my home.  It seems the consistent problem determination per Verizon is everything but Verizon (I'm usually on the phone with a rep for >1hour to identify any possible issue other than Verizon).

<<Sigh>>

I've been a continuous customer of Verizon Wireless (and it's predecessors) since 1989.  I would have thought they would offer constructive solutions given my loyalty and money I've paid them. 

AT&T has really good service at my home.  Time to switch!

Labels (1)
21 Replies
Bobbycell
Newbie

Did anyone get a response from Verizon about what to do? I work from my home and can not even get voice messages

 

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vzw_customer_support
Customer Service Rep

Bobbycell, making sure that you're able to stay connected is of paramount importance, and we'd love to help. Could you please tell us a bit more about the type of service issues you're experiencing? What is your zip code? When did these issues begin?

 

LauraF_VZW

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DadeCityFL
Enthusiast - Level 1

I have been complaining to Verizon for 10 years. I have been told every excuse in the book "its fortunately but unfortunately - fortunately the home is well built, unfortunately the signal doesn't penetrate a well built home." I live in rural area where I dont have line of site to Towers.  NEVER have been offered for Anyone to come out to see why I have so many dropped calls. I did get a Fabulous tech Damien about 8 yrs ago who told me when I have dropped calls to dial ### then hit send like your making a phone call, you will get an automated answer stating " call can not be completed as dialed then will say Switch for and give you a set of #'s. I wrote the #'s down and went into a CORPORATE store not a Provider store and asked a manager where are the Towers my signal uses. She told me they would not divulge the locations so i asked approx. distance to the towers from my home. When she came back she admitted my Home was NOT in a 4GLTE coverage area and when i explained that i wanted to purchase a newer phone she told me that NONE of their phones would give me any better reception. Told me to check Craogs Lust for an iPhone 4, said most likely can fine one free, NEVER offered any type of Booster. I do not have internet because i have been told by DISH that we are 2500' too far off the road that my only internet provider would he Hughes Net. I said no thank you not paying another $80 on top of the $150 i pay to have Cable & Landline.  

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vzw_customer_support
Customer Service Rep

Hey there. I apologize for the experience you've had. It sounds like you've been doing some troubleshooting already. I would like to assist you further. Please tell me, are you having trouble with calls, text or data? Are you only having trouble indoors?

 

VanetrisC_VZW

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Sheepdog11
Enthusiast - Level 1

I've been going through the same thing.  Calling Customer Support and answering the same questions over and over, then ultimately there being no solution to my problem.  After multiple calls, and on the phone for over an hour this morning, I finally get told I am in a marginal service area.  Go a quarter mile in any direction, and the coverage is fine.  I've finally had enough.  I'm on call for emergency services and when one of my employees had a significant incident last night, attempts were made to call me and my phone never rang.  I received a VM, yet no incoming call ever showed up.

After being on the phone with Customer Support, I was first told that although it won't solve the entire problem, a network extender for the house would at least ensure coverage when at home. I was told they would supply it at no cost.  After bring transferred to "Tier 2" support, they told me it would cost me $250.  Really?  I've been a customer since 2003, pay $350 / month for 5 lines, Verizon admits they are supplying "marginal coverage" to my area, they told me it would not cost me anything, then they are brazen enough to ask for $250.  After another 10 minutes of displeasure, they credit me another $57 to get it around $200.  Out of necessity, I paid it so I can at least be confident (I hope) of getting emergency calls for the near future, however I'm actively going to find a new carrier that can offer better coverage for I'm sure less money.

Sorry Verizon, you had a chance (several).

Piscestg
Specialist - Level 1

I don't know of any cellular provider that guarantees service in the home or office. Radio waves are changed or decreased by a lot of things. I have a tower a quarter mile from my house, however I am halfway down a hill and I have three houses higher than me. I get acceptable service in the house but when I step outside the service is great. It will be hit or miss to find another service to get you better coverage in the house which depends on how close you have a transmitting tower. And I've been a Verizon customer since 1993 but I still understand when I don't get perfect reception in a structure. That's not the carrier's fault, that's just the nature of radio waves. Good luck.

vzw_customer_support
Customer Service Rep

I’m sorry to learn that you are considering a move from our Verizon Wireless family, Sheepdog11. You are a valued customer and we certainly want to serve your wireless needs for years to come. 

 

In review of your post, you indicate that our tier two tech support team has determined your area to be of marginal coverage (https://www.verizonwireless.com/support/signal-concern-resolution/). This means that service in your area can fluctuate due to factors outside of our control, and indoor service is even more challenging due to structural interference. I understand that you purchased a Network Extender, has this device improved your indoor service?

 

 

AntonioC_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!!

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CustomerSince1989
Enthusiast - Level 1

Just to clarify in my original post:  the poor reception is not just in my house; it is also in the backyard, the front yard, and any vicinity near my house (In the street, down the block). Verizon refuses to acknowledge the poor quality service.  Instead we spend my time to run diagnostics which could lead Verizon to blame my device, the software on the device, the home structure, etc.  Please, Verizon, devote your resources to evaluate the poor service in my neighborhood.

vzw_customer_support
Customer Service Rep

I’m sorry to learn that you have experienced service issues at home for the past 2 years, CustomerSince1989. You are a valued customre and our number one goal is to provide you with the best wireless service possible. While Structural interference and other factors outside of our control (See more on factors that impact service: https://www.verizonwireless.com/support/troubleshooting-wireless-signal-coverage-video/ ) prevent us from being able to guarantee indoor service, we are committed to explore ways to improve your wireless experience at home. What is your phone model? I can confirm if it has a WiFi calling feature, which will certainly improve your calls’ quality at home if you have WiFi available: https://www.verizonwireless.com/support/wifi-calling-faqs/

AntonioC_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!!

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Asfarasyouknow
Enthusiast - Level 2

1. Calvert st and Woodlake Blvd Woodland Hills 91367. You need a tower or additional tower

2.   Have the 4g extender which only works half the time.  It always has connection issues

3.  I have been a customer since 1990’s. 

How about just fixing the issue for us?  Can you hear me now?   Barley. 

vzw_customer_support
Customer Service Rep

We value your loyalty. What happens when you use your device? -Joel

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CYNWIF11
Enthusiast - Level 1

I have the new Samsung 8+ and my tenant has the new Iphone 7. Our reception since getting these new phones has been terrible. I purchased a new router..no change..I also have a previously installed extension antenna I purchased from Verizon a couple of years ago. If this reception does not improve, we may be forced to switch to another carrier as we both have our cell phones for business and this level of service is totally unacceptable for the price each of us pays every month. Thank you for looking into the strength of the signal coming to our address. [removed] Pittsboro, nc 27312.

Personal information removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

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sprmankalel
Champion - Level 3

Verizon, nor any carrier, will guarantee service inside your home.

If you have WiFi calling capable device then enable that feature and you're good to go.

If not, then you should heavily consider a service that will provide phone calls in your home. You can still get land lines.

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frownyverizoncust

Wi-Fi doesn't help. My phones not only drops calls but also calls don't go thru. If caller leaves voicemail that goes thru. My husband phone, next to mine works much better. Phones have been replaced 6 times

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vzw_customer_support
Customer Service Rep

frownyverizoncust, we regret to hear that your phone has been replaced 6 times. Please note replacing a phone for indoor coverage issues in not necessary and will never change anything. What make and model phone do you have? 

 

Do you actually have home Wi-Fi at your residence?  

 

 

AlanS_VZW

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Bee-Be-Bea
Newbie

Guess that means if you stay with Verizon, you have to buy another service (home phone) to receive the service you already pay for, which is overpriced, ALREADY!!!  Unacceptable!!!!!!!!!

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vzw_customer_support
Customer Service Rep

We understand where you are coming from, but please keep in mind that there are many different things that can contribute to low signal inside of your home such as the way that your home is built, trees outside blocking your line of sight from our tower, or even buildings around you, and for this exact reason we have never guaranteed service indoors. We do have a solution which is by using our network extenders, but even they also require access to wifi. By any chance have you ever considered getting wifi for your home?DavidR_VZW

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mgraham1930
Newbie

I have the same problem and I have a business accout and have been with them for over twelve years.  The service at my house has slowley deteriorated over the last two years or so. It has got to where it is basically not useable.  I too have called and they go through the same old garbage and it's always something0 that you are doing but never ever them. They say they will clal me back and never have they called me back.  

Made the decision today becuase I was actually going to get one phone seperate from the business to use for myself with a different carrier.  The sales guy at ATT talked some sense into me so I am meeting him on Monday to switch the business account to At&t.  I should have done it years ago but now its about to come a reality. 

Verizon good rythems to you. You used me and charged me way too much all of these years but it was my own fault. I allowed it to happen. 

I am happy now,.

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vzw_customer_support
Customer Service Rep

Oh my. The last thing we want is to lose your preference, mrgraham1930. Your 12 year loyalty means the world to us, and we want to turn this situation around. Please contact our Business Team by calling 1-800-922-0204. Support is available from 8 AM – 10 PM ET, Monday through Friday.

 

LauraF_VZW

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cynthiaurbytes
Enthusiast - Level 2

I know what you mean! There are data issues in my area too. Just spent an hour of life on the phone with Verizon Tier 1 and 2 tech support and they only want to ask the same questions over and over and ask me to take out the sim card etc. RIDICULOUS! I can not wait for Comcast's WIFI phones! Verizon is the worst and they have some of the dumbest tech "support" people ever! Loyalty means nothing! We need more telecom competion in this country!!