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S20 fe 5g issues
Livebythefly
Member

On my second ticket.  Verizon closed the ticket and said my issues were resolved without checking with me first.  The issues are actually worst then they were in October, when this all began.  

First it was you will have a gairanteed resolution in 3 to 5 days. Then it was 5 to 10 and they said no one would have told me 3 to 5. Got a text saying my issues were resolved. I checked signal and got .01 download speed followed by a 0 and then couldn'tconnect to test. Called back and Now its 3 to 5 days again with an escalated ticket and a guarantee that they will resolve my issue in 5 days.  

I asked them to trade my phone for a 4g and they said they cannot do this because they can only trade for what I bought even though they cannot make what I bought work on their network.

This is all very odd to me.  I also got a lecture that they only ha e to provide 5mbps download speed for 4g and 5g. While another rep said 5g should be a minimum of 50 maps download speed.

Has anyone else had this experience amd/or found a solution?  I asked to speak to a supervisor multiple times and was denied the option.  Any ideas in how to get a supervisor on the phone?

 

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Re: S20 fe 5g issues
vzw_customer_support
Customer Support

We would be happy to work with you here. Have you heard any updates on your new ticket? Was any other information contained in the original ticket? Allow us to look into this matter in depth by leaving us a Private Note. We will be here for you when you are ready. 

 

 

VZW_RobertH

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Re: S20 fe 5g issues
DMathews1
Novice

Unfortunately you are at the mercy of the dysfunctional "customer support/service" of Verizon.   When talking to any 1st level person, you can always ask to speak with their supervisor if you are unable to get satisfaction.  Unfortunately even going to the very top of Verizon suppport (Executive Vice President Ronan Dunne) you can get dropped like a hot potato.

You might even ask for the Customer Retention department and let them know you are considering leaving Verizon because of the terrible service and reception.  Someone in that dept. "might be able" to help you.  Good Luck!

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Re: S20 fe 5g issues
Tigerstep
Sr. Member

A supervisor isn't a fix it button. Their only real power over a standard CS agent is the ability to approve credits and listen to people complain about Verizon.

The truth is Verizon's 5G wasn't ready for prime time. What I'm doing is using the 4G sim card out of my old phone in my S20.

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Re: S20 fe 5g issues
Livebythefly
Member

I asked for a supervisor and got disconnected.   I asked again and they changed the subject.  I asked again and they ignored me.  I asked again and they told me they were talking to to the supervisor. 

I'm waiting on a 4g sim card to use.  Another week with no service. Was in a major city-state week and signal was ok but not stable and nowhere near as good as 4g.  Got into a UW area and it was wicked fast. So, my equipment is probably not the issue. It's the network. They are quick to remind customers that 5mbps is all they are required to deliver with both 4g and 5g.  

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Re: S20 fe 5g issues
Livebythefly
Member

If this next solution hay I'm still waiting on doesn't work I'm going to switch carriers. I've been without stable service since later October. Why the customer service didn't ship the sim card overnight.or at least 3 day is mind numbing given the amount of time I've been waiting on a resolution.  customer service really wanted to resolve the issue it would be resolved by now.  

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Re: S20 fe 5g issues
kevinray1
Member

All,

I have found that as a "fix" to slow 5G speeds you can disable it by turning off the "HD Voice" option. 

 

Settings/Connections/Advanced Calling 

 

I have a S20+ 5G and it works.

 

 

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Re: S20 fe 5g issues
Livebythefly
Member

They is not an option for me.  I use this frequently for work and family communications. 

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Re: S20 fe 5g issues
vzw_customer_support
Customer Support

Livebythefly,

 

Your time is valuable and I'm very sorry for the issues you've had. I definitely understand needing service you can rely on. The last thing we want is to see you go anywhere else. I want to clear up a few things and make sure we do all we can to help.

 

Normal speeds on 4G LTE are indeed 5-12 Mbps. It is certainly possible to get better than that, especially if you are on one of our XLTE towers, but speeds in that range are considered normal. That is also true for 5G Nationwide speeds as right now the 5G Nationwide network offers similar speeds to our 4G service. It can be a bit faster, but the main benefit of 5G Nationwide is offering additional bandwidth, which allows more connections for both 4G and 5G phones and provides a better experience for both networks. A speed of 50 Mbps on 5G Nationwide would certainly not be abnormal, but to suggest that would be any sort of minimum would be incorrect. Now if we were on one of our 5G UW towers, those speeds would actually be quite low. Average speeds there are around 300 Mbps, but that isn't the case for 5G Nationwide.

 

When a ticket sends you a message that it has been resolved, that means the ticket has been, not necessarily that the issue has been. Our goal would certainly be that the two are one and the same, but that isn't always the case. Sometimes the resolution to the ticket is that things are working the best way they can at that moment. Someone should call you back within a day or so to provide more details about the resolution though and it doesn't sound like that happened. If we submitted an escalation on that after speaking with you it also sounds like something in that resolution didn't match up with what we would expect so I would love to look into the status of that and see what I can find.

 

So I can do that I have sent you a private message. Please reply when you can.

 

AndrewT_VZW

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Re: S20 fe 5g issues
Livebythefly
Member

I clicked on the link you sent in a private message, logged in and it  took me to a chat. I waited a bit and no one responded.   Typical Verizon  customer  service. 

Im still waiting on equipment that should have been delivered today.  Got the phone last week and waiting on the sim card.   Why Verizon didn't think to pay a little extra for a faster delivery considering the issues and time I've spent trying to get a resolution seems illogical. 

Also, thank you for explaining how 4g and 5g speeds work. Again, I'm not getting consistent 5g signal and speeds often do not register and rarely exceed 2mbps if i can even get a signal to test.  Telling me what your system should do doesn't change that it isn't delivering.   Not sure why Verizon believes that Telling customers that are experiencing issues about the way the system should work actually makes it better. 
 
I'll continue to wait on the 4g sim card to place in the replacement phone I received last week and see if the 4g sim card in a s20fe will work. I'm certain if I would have allowed the tech to upsell me on a better device I'd have everything here by now. 

 

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