When local internet went down I couldn't use mobile data.
DBM1151
Enthusiast - Level 2

Our local Spectrum cable and internet went down. I tried to use mobile data on my Galaxy S21 but it wouldn't work either. Do Verizon sites depend on local internet providers for mobile data on a cell tower site?

23 Replies
vzw_customer_support
Customer Service Rep

Hello DBM1151,

 

I am very sorry to hear about the loss of local cable access. We want to do all we can to make sure that you can rely on of your mobile service in the interim. We are sending a Private Note to assist you.

 

-Colin

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DBM1151
Enthusiast - Level 2

Your "Message" hasn't shown up in the over 6 months!  

Just answer the question, Does my nearby Verizon cell tower use the Spectrum internet in the same neighborhood.  If so, that would explain why EVERY time Spectrum internet has an outage, Verizon mobile data is unavailable.

vzw_customer_support
Customer Service Rep

We are always here to help out if you ever need assistance. If the problem is ongoing, let us know, and we'll be happy to help.

~Freddy

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DBM1151
Enthusiast - Level 2

Problem occurs every time Spectrum Internet goes offline, which is frequent.  No Spectrum Internet = No Verizon mobile data.  So much for having a backup data system for users.

SynthpopAddict
Master - Level 1

Are you a Spectrum Mobile customer, or are you getting cell phone service directly from Verizon?  If you are with Spectrum Mobile, even though they use Verizon's network in some capacity, it's possible the data service is running through some other process which would explain why if their internet goes down you can't use data on your phone either.

I don't know enough about who owns internet servers or how ISPs get to access them, but it could be possible that the local Verizon towers are routing data requests from the data centers associated with the towers to the same internet server in your area that Spectrum also happens to use - and if some part of the infrastructure connecting the server to whatever else is bad or there's a problem with the server itself, that would explain why 2 different providers are having the same problem.

As for private messages, click the envelope in the top right corner to access them.

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I'm not a Verizon employee, just another customer trying to help.
vzw_customer_support
Customer Service Rep

DBM1151 we understand how important it is to have a reliable data connection. Do you have Wi-Fi that you use as well or only the Verizon data on your phone? Do you experience any issues with other service types like calling or texting when you experience this issue?

-Andi

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SynthpopAddict
Master - Level 1

If the OP is with Spectrum for internet service and it goes down regularly in his/her area, I'd have to say they don't have Wi-Fi access either because of the frequent internet outages.  As a former Spectrum Mobile customer myself, I will attest that their service could be rather spotty - phone would randomly go into SOS, and one time when they reported an internet outage in my area, my phone mysteriously would not do calls or texts until I reset the phone!  No idea what Spectrum is doing for their mobile service, but they must have moved away from using Verizon's network at least some of the time for cellular service.  It didn't use to be that way because when I started with them, was told they were using Verizon's network and the service actually used to be OK, but really went to heck last year for me, which is why I ported to Verizon some months ago and it immediately fixed my service issues.

That's too bad Spectrum performs so poorly for the OP...I've been a Spectrum internet customer for decades, long before they were even Spectrum, and it's been fantastic for me.

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I'm not a Verizon employee, just another customer trying to help.
thom6six6
Enthusiast - Level 1

I'm having the same problem today 07/02/24. Verizon is my mobile cell phone provider. Spectrum is the internet provider. Today when Spectrum went off line I couldnt connect to any website even tho they have mobile data access turned on in IOS settings. Why would this be and what can I do about it?

SynthpopAddict
Master - Level 1

This must be there's only so much infrastructure present, so all internet access is going through a common channel at some point no matter where the device making the connection request originates from.  Even with a wireless device, data eventually goes through a wired connection (when it is traveling between the data centers, it's on a wired connection).

With Spectrum being your ISP, I'd contact them to report the outage as their service is completely based off of the wired infrastructure.  Verizon can say they are using cell phone towers, which have separate parts not associated with whatever's messing up.  If Spectrum doesn't provide you reliable internet service, try shopping around for another ISP.  Although I'm shocked to hear if they aren't any good, as I've been a Spectrum internet customer for well over 20 years and they've been amazing for me with very few outages.

I read something about the next Apple iOS allowing iPhones to be able to connect to satellite internet, should your normal cellular service go out.  You wouldn't be able to run most apps on the slow data speeds you get via satellite internet, and may have to pay for roaming depending on how the carriers want to handle it, but better than nothing for iPhone users.

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I'm not a Verizon employee, just another customer trying to help.
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CCinTX
Enthusiast - Level 2

I completely lost all Verizon service (no call/text/data) the second my Spectrum internet service went down today, 7/9/24.  WHY?? These two services should not be related. I could pick up a faint 4G signal by driving down the street, out of my neighborhood. Again...WHY is this happening? I've lost Spectrum internet before and it's never affected my Verizon phone service at the same time. Verizon really needs to explain to those of us having this issue.

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pgarcia64
Enthusiast - Level 1

Same thing happened to me today 7/9/2024. Once my Spectrum internet went down my Verizon data would not work and my texts wouldn’t go thru. Very annoying. It happens to me almost every time Spectrum goes down. 

vzw_customer_support
Customer Service Rep

Happy Friday! Being on top of your service is crucial, especially if you are encountering coverage/signal issues. Verizon is here to offer the support you need.

 

Are you currently experiencing this problem? When did the issue start? What recent changes have you made? Who else is experiencing this issue? What exactly happens when you attempt use your device?

~Gilbert

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SynthpopAddict
Master - Level 1

@CCinTX  and @pgarcia64 , there was a statewide Spectrum outage in Texas on July 9 which was being blamed on Hurricane Beryl damage.  Spectrum must be managing a good part of the infrastructure needed for internet service in this state, because it wasn't just Spectrum being out.  My Verizon data would not work at all either and my coworkers who use AT&T also couldn't get internet access all day on their phones.  Don't know about T-Mobile.  The infotainment system in my car would not display any text for the radio station, and I do not use Verizon in my car.

My Spectrum home internet was back up and running as of 11:15 pm on 7/9, but the 10 o'clock news still had it on the crawl that the outage was not fully fixed as of then.  My data speeds were slow on Verizon when I checked, but basic apps were able to run on cellular service.  Hope you get your service back soon if it hasn't come back already.

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I'm not a Verizon employee, just another customer trying to help.
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vzw_customer_support
Customer Service Rep

Happy Wednesday! Being on top of your account is vital, especially if you are encountering tech issues. Verizon is here to help.

 

What exactly happens when you attempt to use the service (calls, texts, data)? Aside from the outage any other changes? Who else is experiencing this problem?

~Gilbert

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SynthpopAddict
Master - Level 1

@vzw_customer_support  the issue with Spectrum and their associated infrastructure going down in Texas has been resolved.  Might I gently suggest that the form letter responses be avoided?

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I'm not a Verizon employee, just another customer trying to help.
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CCinTX
Enthusiast - Level 2

Why? My issue hasn't been resolved. I lost complete use of my phone exactly when my Spectrum home internet went down. I had "NO SERVICE" - no call, no text, no internet on my phone. The two services should NOT be related. So why shouldn't Verizon answer my question, especially since it's clearly happening to others as well??

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vzw_customer_support
Customer Service Rep

Having your phone working is always vital, and we don't want you to be without your service. If you still have issues, let us know, and we'll be happy to help.

~Freddy

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CCinTX
Enthusiast - Level 2

I apologize! I misread your comment and thought you were encouraging Verizon to stop responding. I now realize you were trying to encourage them to actually respond with more than a blanket "form letter" response. My sincerest apologies!!

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CCinTX
Enthusiast - Level 2

My prior response to you seems to be lost. 

My phone completely lost all service. I could not call, text, nor gain access to the internet. I only had emergency call access. This happened simultaneously when Spectrum went down. Later, when Spectrum came back up for a few minutes temporarily, my phone suddenly worked again. Then Spectrum went out again for a couple more hours and I once again had zero use of my phone. This was at home. Ironically, I could drive 1/2 a mile down the street and gain a very faint 4G signal which allowed calls, texts and painfully slow internet. Even during the bad snow storm and ice storm in Texas, when I lost internet with Spectrum, my phone always worked. So I don't understand what changed and why I lost ALL Verizon phone services when Spectrum went down. That's what I'd like someone to explain to me.

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vzw_customer_support
Customer Service Rep

CCinTX, help is here. So sorry to hear of this experience. Please tell us more. What was your zip code? Did you regain coverage since this has been posted? 

-Natasha

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