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Atlan sericce
Jsbrooks2
Member

So I’m a current Verizon customer living in San Diego I have had consistent issues with my service for several months due to the atlan wireless service which is on the same band. I had waited a couple months thinking it was my phone and however upon getting it checked and doing more research I found out the issue was the other Mexican carrier causing the disruption. I had placed several calls in and had tech tickets made the first ones came up saying that it was unacceptable service standards and I got a network extender sent for the home. I was also given 10 dollar per line credit for the time effected. Now after the company has made it very public about the interruption and they have placed a message on the customer service line about the problem and how they are working to fix it. All my tech tickets come back saying nothing is wrong and it’s within acceptable service standards all the whole the company knows nothing has been fixed or changed. So I have taken videos of my phone not working prob a hundred different pics of it in different locations of me making calls texts not going through and apps simple not loading. What is the company planing to do just ignore this and play the odds people won’t make a issue out of it? Any other Verizon customers able to share their experiences cause this just seems unfair with no end in site

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Re: Atlan sericce
Tigerstep
Sr. Member

Unless other carriers have the same issue, switch. This isn't a utility company, Verizon doesn't have 2 year service contracts for phones anymore. If you owe anything it would be on equipment.

While this isn't Verizon's fault, it's an issue that isn't going away any time soon. I'm just being real.

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Re: Atlan sericce
vzw_customer_support
Customer Support

I totally understand your concern about service in your area, Jsbrooks2. That's certainly not the experience we want for you. I think most of this is clear to you but to recap: a wireless operator in Mexico, Altan, launched service along the border, August 19th in the same spectrum band as Verizon. This is causing interference for some of our wireless customers - especially those closest to the border. We certainly understand the frustration; unfortunately, it is a difficult situation since the interference is being caused by a carrier outside the United States.

Please know our teams are working every possible angle to address this issue. Talks continue with the highest levels of the United States government and our network team is making regular adjustments to the network to help mitigate the issue in the interim. How has the network extender worked out for you? Are you still having issues when using the network extender?

RyanM_VZW

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Re: Atlan sericce
lfrussell
Member

vzw_customer_support...

While the issue may not be "a Verizon issue", the inability to identify actions and timelines beyond "they're working on it" is costing you customers. I have several people who want to switch to Verizon, but won't because of this issue (which is not affecting their current carrier). So, unsatisfactory service on a network that does not have these issues is preferrable to "better service" on a network with unreliable connectivity.

As for "network extenders", those are next-to-useless as a "real world solution". First, they only work when you're at home. Some households have cut all landline service, but many have not. So, the network extender does not address the primary use case for cell phones; making/receiving phone calls away from one's primary residence. Second, and somewhat overshadowed by the first issue, the network extenders depend on Internet connectivity. Not everyone has Internet, so the "solution" is not viable when the cell service is also the primary source for Internet connectivity.

What is the possibility that Verizon will lean forward into this issue and, minimally, establish an information site where updates are posted?

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Re: Atlan sericce
JCL67
Member

El Paso, Texas since August 2019.

Drop calls (No mobile network available).

Texts do not go through especially if any type of attachment is added.

Data does not work (No internet connection)

But hey!!! 

There is verizon 5g coverage in the NFL stadiums.

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Re: Atlan sericce
vzw_customer_support
Customer Support

JCL67, we're more than willing to exhaust every option we can to address the El Paso, TX service issues for you. Having this problem extend this long isn't what we want either. Have we yet filed a network ticket under your account?

 

 

AlanS_VZW

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Re: Atlan sericce
JCL67
Member

El Paso, Texas since August 2019.

Drop calls (No mobile network available).

Texts do not go through and if they do, it takes about at least three attempts.

Data does not work (No internet connection).

But hey!!!!

There is verizon 5g coverage in the NFL stadiums according to the numerous TV commercials.

I was able to send this message, because I am connected to a home wifi.

 

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Re: Atlan sericce
vzw_customer_support
Customer Support

JCL67, have you been able to utilize Wi-Fi Calling while at home? Have we submitted a network ticket for you yet?

 

 

AlanS_VZW

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Re: Atlan sericce
JCL67
Member

Several.

At this point we are just waiting for the two phones that were already paid in full, but are not even a year old to run it's course.

The two options that verizon is waiting for to solve the poor service problem will not happen anytime soon.

You know and we know.

 

 

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