Why is my cell tower signal strength so weak now?

[Naplescustomer]

Approximately 4 weeks ago the signal strength within my residence suddenly decreased to the point that calls frequently failed in mid conversation or never connected in the first place.  This was after over seven years of absolutely perfect service!  The problem is definitely not an issue with my specific phone since it affects my wife's phone, the phone of any Verizon customer who visits our house, and the phones of neighbors with Verizon service.  I can still use my phone reliably if I stand outside my house.  I've spent hours with Verizon personnel attempting to regain the service I'm still paying for.   After contacting several support personnel, I finally found one who was helpful enough to submit trouble ticket NRB00000978473.  A few days later, on April 24, I received a text message stating "Your reported service issue has been resolved.  Please retry your service".  I did, and absolutely nothing had changed.  The reported service issue was actually not resolved at all.  I responded to the text message (theoretically) letting Verizon know that the problem persisted, but never received any indication that a live person was on the receiving end of my  response.   My most recent phone conversation with Verizon support personnel (while standing outside my house) only resulted in being put on hold for a half hour.  The closest I've come for an explanation for the loss of tower signal came from an employee at the local Verizon store who suggested Verizon may be switching out their tower equipment to move toward 5G service.  I hope that this isn't the actual reason for the sudden drop in signal strength because it would mean that issue is not caused by equipment failure, but but rather a corporate decision.  In other words, not likely to be fixed any time soon.  

[Jkilner]

My zip is 40047

Signal seems to get better about a mile from home.

All serves are affected but we use wifi while at home so phone calls are the most frustrating.  We use wifi calling but its not much better.

Biggest question is why it changed and if it can improve if not we are going to have to change.

[vzw_customer_support]

I appreciate the helpful information, Jkilner. The last thing we want is to lose you as a customer. I understand having service in your home is crucial for you. Many factors outside of Verizon’s control can contribute to indoor performance, even in cases where you may have had service in the past. Cell site changes, foliage, construction, population changes, and interference can contribute to service issues. In this situation, we recommend using Wi-Fi when you are indoors. What specific problems are you experiencing with Wi-Fi calling? Share more details.

GersonG_VZW

[JFinTN]

Jkilner, NO! All the Verizon reps do is ask the same set of questions over and over - never, EVER offering solutions or fixes. It’s like they’re just trying to frustrate us to the point that we’re so worn down we just give up. It is infuriating.

[vzw_customer_support]

We want to make sure you get a solution to your service issues, JFinTN. Have you contacted us any other way? The reason we ask is because we do provide real-time technical support over Facebook and Twitter, as well as through our Chat or over the phone. You can find ways to contact us faster here: https://www.verizonwireless.com/support/contact-us/.

AnnaG_VZW

[JFinTN]

AnnaG_VZW, I have not contacted Verizon customer service for THIS particular issue. What are the boards for and why do you guys even bother monitoring them? Why ask for more information or my zip code only to never respond again? I will call for my post paid account and I expect that I will get the standard, canned responses that the reps give here. As for my prepaid account, I’m not sure if you’re familiar with the level of customer service there. I (and an untold number of other MiFi Jetpack customers) had a lengthy problem with our service when the hardware came out. Prepaid customer service for Verizon is just about the worst, most frustrating group that I’ve ever dealt with in my life... no exaggeration. I would sooner put hot pokers in my eyes than ever call them again. Post paid is marginally better. 

I don’t know why I’ve wasted the 5 minutes it took to type this because other than being a squeaky wheel, it will accomplish nothing. Why don’t you guys put a banner on the login page of the Verizon community boards telling your customers that you don’t actually respond the posts other than than to repeatedly ask the same questions over and over. It’s like the movie Groundhog Day.

I’m sorry. I know that you’re all human beings and it’s probably not your fault that you’re not trained or staffed to actually provide even mediocre customer service. Too bad our rates don’t reflect all that savings for your corporate overlords.

Rant over... for now.

[vzw_customer_support]

JFinTN, we would be ecstatic to look into the issues you have been experiencing with your Prepaid account here. Would you like to proceed with us?

OmarC_VZW

[JFinTN]

YES, Omar! Where shall we start? Would you like my zip code again?

[JFinTN]

OmarC,

I thought you were ecstatic to work with me,  yet you’ve not responded for days. What gives?

[JFinTN]

I spoke to Verizon customer service the other day. The bottom line is that the infrastructure is old and out of date, and not keeping pace with the increased population in many areas, mine included. The general assumption amongst bloggers and people on various boards is that Verizon is no longer willing to invest in updating or expanding what they consider to be legacy service, ie 3g/4g/LTE. I guess our choice is wait it out for 5g or switch carriers.

[teesee824]

The issue is my cell signal has gone from full bars to mostly no bars occasionally 1 or 2 tops I used to have full signal indoors now I have none I have to go outside to use my phone but it usually breaks up so bad no one can understand me. I have to drive 20 miles just to make an uninterrupted (no drops) call. Even using my hughesnet WiFi my signal isn't strong enough to keep a call UNLESS there's no clouds no wind and plenty of sunshine but that's the WiFi not the cell but at least I have that sometimes.  I just hate having to pay hughesnet to use my Verizon   My zip code won't really make much difference because I'm closer to 30218 than my actual zip of 30222  either 1 u choose is going to show u we are in an almost dead zone ☹️

[nobodeuno]

This happened to us as well, we have been on Verizon for 10 years and "never" had a problem at home. Suddenly a month ago our signal dropped, dropping calls, in and out service, etc. it's as if someone threw a switch on one day...We made a service ticket and were told oh well "you're in a weak coverage area and we can't guarantee signal and things change sometimes to keep up with technology" Wow, WiFi is not helping....we have iPhone 7's and I guess we will have to upgrade to get our signal back...? Not sure, but one thing I know is Verizon did something recently causing the issue!

[vzw_customer_support]

nobodeuno, we truly value your 10+ years of loyalty! Making sure you have reliable service is important. Allow us the opportunity to further investigate the details of your concern. Can you please clarify if your service concern only happens indoors? How far do you have to travel from this location to receive a proper connection? May we please have your nearest intersection, City and zip code so we can accurately pinpoint your location?  

SylviaT_VZW

[TommyTwoShoes]

I am a decades long VZ Customer with more than one account and a more than a dozen lines.  Signal has deteriorated in my area to the point where I lose more call than I keep.  It's an exhausting circumstance that we shouldn't have to tolerate.  At my wits end.  Gonna have to look at alternatives.

[vzw_customer_support]

Hello, Tommy. It concerns us to hear that you are having issues with the service in your area. This is definitely not the experience that we want for you to have, and we will be happy to look into the issue to get it corrected. What is the ZIP code where you are having these issues? Have you tried to restart your phone already? DavidR_VZW

[kmw2020]

Interesting.  I too have been a Verizon customer for years; I think it's at least 15 years.  I have had excellent service and never had connectivity issues.  Since late March I have had several calls dropped, can't connect to hot spot, callers can't hear me as I'm cutting in and out.  It's awful.  At our cabin service is now basically non-existent.  I called the local store to ask if they knew of towers being down and they said no but it just might be that too many users on on the network now.  Extremely disappointing!  We don't have cable so rely on our cell phones and pay for unlimited data but can't get good enough coverage to use it.  Something has changed and it frustrates me that there isn't honest disclosure and they try to make it that it's not a big deal.  It is a big deal, we rely on our phones and have Verizon due to the coverage I used to get.  My fiance has ATT and is trying to get me to change and I have been resisting as I liked Verizon, but this is a huge issue and reason that I may have to make the change.

[vzw_customer_support]

kmw2020, we love having you as a long time Verizon customer. We would never want to see you go elsewhere. I have sent you a Private Message to gather more details from you. 

ChristineK_VZW

[krissyb73]

Did you get a response on this? I am having the same issue, I can't even make or answer calls in my own home! I have been a verizon customer for 15 years and this is ridiculous!

[vzw_customer_support]

We are sorry to hear that your service is not working as needed for your area. I would be concerned if this were to happen in my area as well. Witn regard to our service issues when did this start for you? Does this only occur in your home or outdoors as well? JasperM_VZW

[D3MONKID12]

Only answer anyone gets is: we sent you a private message so we can discuss this further. Which doesn't fix the problem. Or here's  another recurring answer: oh no we hate to see your service isn't up to par.... blag blah yadda yadda yadda. Just the same garbage over and over. They obviously have no intention of fixing whatever it is that they did.

If anyone gets this figured out would you please pass along the info?

[vzw_customer_support]

Hello, D3MONKID12. The reason why we ask you to Private Message or Direct Message us, is so we can discuss account sensitive information while away from the public thread. That being said, could I have the ZIP Code for your location, so I may review your area for any service alerts? TaylorH_VZW

[D3MONKID12]

You wouldn't need to discuss account specific information unless it happened to be an account specific issue. Given the number of people in this thread with the same exact issue, the problem is not account specific. Unless all these people on the 28 pages of people trying to get help with the same problem, are all on the same account. Which they're not. You can look for service alerts in my area all you want but there aren't any, or there weren't any a few months ago when I first started having this ongoing issue. And if there is I'd like to know why it hasn't been fixed in months. My zip code 76557 

I have line of sight to two Verizon towers less than three miles away