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Loss of Signal
Luthermaxwell
Member

Verizon Customer 23 years, have two Samsung S9 phones, on the 55+ plan, unlimited data, mobile hotspots on both phones.  Live in a rural area but approximately 2 miles from the nearest tower.  

Approximately six months ago, we noticed our signal both inside and outside our rural residence has gone from 3 to 4 bars to 1 to 2.  I called Verizon and a ticket was opened. on 1/31, received a text it had been assigned at 10:15 am and was shocked to receive a text at 1:05 pm THE SAME DAY, it was closed and a lame video Signal Concern Resolution was forwarded. 

Called the tech back and was told another ticket would not be opened, it could be the plan I am on (which in a minute I will show that as not accurate), and she also mentioned signal strength had not changed.

OK, here is the good part, we went with both phones to an area approximately .25 miles from the tower and still only got 1 or 2 bars, no more than 3.  Drove about 1.5 miles nearest the next tower and received 3 to 5 bars.  We also can drive into the next town (approximately 10 miles south) and get 4 to 5 bars the whole time we are there.  And all of this information was given to the tech.  Last week went to St. Louis County, same thing, 3 to 5 bars all of the time.

I am certain the phones are not the issue as they are not that old (and the first tech, I believe his name was Tony, said these phones are perfect and it could not be the phones).  I am not going to believe the Covid "so many people are using it" attempt either, as we only get 1 or 2 bars 24/7.  But the best one, was the second tech I spoke with, said it is because of the plan I am on.  What difference does a plan make, and since it works perfectly in other areas, why would it be the plan????  I am not only disappointed with the response, but their lack of concern.  

I need to know to whom I can contact to at least have someone come out and check the tower and the differences of why one is so strong and the one nearest our home has evidentially lost something.  Unfortunately we live in a small rural town where a local communications company have the rights to the phone lines exclusively and their prices for telephone and internet are very expensive. 

Tags (3)
Re: Loss of Signal
vzw_customer_support
Customer Support

We truly value your long time loyalty and are disappointed to learn that the service in your area has changed, Luthermaxwell. We definitely want you to have the best possible service at all times and want to ensure your concerns are addressed. It sounds like troubleshooting and investigating has already been completed in your area. Any time a ticket is created, it is sent to our Network Team to investigate the area and find out what's going on. Signal strength can change due to foliage, the foundation of a building you may be in, congestion, and line of sight with a tower. You mentioned you do not see any many signal bars as you have in the past. Please tell us more about what happens when using the phone for calls, text, and data. Is anyone else in your area experiencing the same issues?

 

DanielleR_VZW

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Re: Loss of Signal
Luthermaxwell
Member

I cannot comment on other's signal strength.  This occurred about six months ago and it slows our internet usage (hotspots on the phones).  I have had people tell me texts either did not go through or they received them a considerable amount of time later, like even the next day.  Sometimes, calls are dropped.  I just want someone to come out and check the signal from the tower, it's weird that sitting 1/4 mile or less away that we still only get 1 or 2 bars, but when we are nearest the next tower, we get 3 or 4 bars.  Something has happened with the signal in the past six months and I'd just like it looked into, not just pacified and ticket closed in less than 3 hours.   I am seriously looking into other mobile carriers since I cannot get a positive resolution from you.  23 years of being a customer must not mean much these days.........

Re: Loss of Signal
9wood
Sr. Member

The reply from vzw rep is there script talking points among few others I have been reporting for several months signal issue I'm about a mile from there newest as far as I know tower first ticket got completely ignored other two script auto reply i.e what vzw rep stated above along with no known outages even tho one after admitted one last month fourth ticket was told a schedule visit would happen i.e they go to tower not happened in over a month just get more excuses and hung up on

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Re: Loss of Signal
vzw_customer_support
Customer Support

Luthermaxwell, we don't want to see you go. Having reliable service is key and we want to ensure that we find out what is going on with your service. Have we discussed filing a network ticket with you or doing anything additional to investigate your area? 

 

-TakendraW

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Re: Loss of Signal
Luthermaxwell
Member

No, as I indicated, after 2:35, the ticket was closed.  When I called back and asked Tech to reopen it and send someone out, they refused and tried to sell me a more expensive plan.  As you can see in this thread, there is another gentleman in my area experiencing the same issue.  If it was the plan or the phone, how can I go down near the next tower and get three to four bars??  I don't want to have to change carriers, but this lack of concern and signal may force me to change carriers.  Please help us!!

Re: Loss of Signal
vzw_customer_support
Customer Support

Can you provide the ZIP Code where you're experiencing this issue? 

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Re: Loss of Signal
Luthermaxwell
Member
  • 62097 Worden, IL  

If you are going to have them check the tower, it is the one nearest I 55 and the Route 4 exit (mile marker 33 Northbound).

Re: Loss of Signal
vzw_customer_support
Customer Support

Thanks for providing that helpful zip code, Luthermaxwell. We don't have any known network issues in that area recently so we'll need to gather some more info from you so we can get this figured out. We'll need some specific details that we'll need to get from you in private so we have sent a Private Note for you to respond to. 

-RSM

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Re: Loss of Signal
Luthermaxwell
Member

Can someone private message me?  I have some questions and/or additional information.

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