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Data signal has been bad ever since I switched to Verizon in my area. Now, it's much worse...along with customer service
MeanBob91
Member

This October or November will be 3yrs of being with Verizon after switcing from AT&T and, man....I never thought I'd be disappointed just by switching to Verizon.

I'm gonna to try to be as short as possible with my experience, but let me tell you, it's been a headache and very frustrating dealing with my signal over here in North Jersey, in the Union County area.

So basically, literally the same day I switched to Verizon, I noticed right away that my signal is worse after getting you guys. Home too. I called customer service to find out what the deal is and after going through them, I was then transferred to Tier 2 and talked to a technician. I went through everything that they told me to do (which was simple stuff that the everyday person would have done, like shutting the phone off, resetting network settings, checking a speedtest within the Ookla Speedtest app), including troubleshooting on my own before I called and was told to wait for 5G to roll around whenever it was available and I gave them the benefit of the doubt that maybe waiting woiuld turn out okay. 5G did roll around  in my area and still no change, so I dealt with it...even if my connection/signal was spotty. I'll have just a few bars, but boy was it a difference from switching from AT&T. At least that tech guy tried to help with a 4G LTE Extender, but it wouldn't have made sense since I'd still be using that while relying on my home Wi-Fi anyway....

Fast forward to last year, the pandemic began and I stayed home for an entire year and mostly relied on my Wi-FI to deal with stuff on my iPhone in the meantime. I even added my sister to my account since she was looking to leave from my mother's account on another service. So then, I finally was able to get back to work and, boy...has service taken a complete nosedive. Where it was once spotty, I can't even access anything on my phone. From apps like Twitter, Facebook, Instagram, YouTube, Twitch, and even Safari - I literally can't access anything while I was at work during my break. Not even when I step outside my job, out in the open. It's so horrible that I can't understand that Verizon has gotten much worse within that one year timeframe. The worst part is that I know it just isn't me; it's not only my own coworkers, but it's also my own customers.

So, just last month, I called customer service again about not only the same issue, but how much worse it's gotten. It's frustrating, but while they're doing their job, the customer reps are making me do the whole run around of all this troubleshooting I've already done on my own time and troubleshooting that (again) the average person could do on their own.

So now, they transfer me to a Tier 2 and guess what happens? I get an automated message saying that they can't get to me and just ended the call. I'm annoyed, so I call back again and then I have to do the whole run around again with yet another customer service rep with their troubleshooting the other person did. I tell them to just take me over to someone and to please stay on the line with me until they know for sure that I'm going to get connected and they said they couldn't because I'd have to be on my own. Guess what? I get dropped again.... At this point, I'm trying to stay calm, so I call back again, talk to another customer service rep, I make sure they stay with me and I just FINALLY get to a Tier 2. So I talk to them, explain to them about everything I'm dealing with. I even do a Speedtest with them through the Ookla app and tell them my Up/Down speeds, to which this Tier 2 tech said that it's exactly what it should be (like 20 Down/10 up) and I didn't understand how that's how it could be, considering when I was on AT&T, I was always between the 70-100s for Down when I was with them. I even made sure to tell them that since the Ookla Speedtest app kept a log of these tests when I was on their LTE network and not confusing it when I was on Wi-Fi. In the end, they finally sent a technician to look at a tower and even sent me an automated text message of my issues being either inside/outside (which was both, obviously). The tech said they'd get back to me and let me know if they find anything.....they never got back to me once.....So, I end up calling....AGAIN. 

To save you the trouble, I'm gonna fast forward to when I got to a Tier 2 tech again. I tell them everything that I dealt with, including that they never got back to me. This Tier 2 tech this actually acknowledged that in my area, service is only "Fair" and not "Good" or "Excellent" or whatever they see it as on their end, but what irritated me was how the tech said that there was "no ETA when this will improve" and to basically wait it out. I responded to them with a irritated "that's what they said to me last time when 5G was supposed roll around" and, man....I was not happy....

So, this last Tier 2 said to call back in 2 weeks if nothing changed....and I did and I'm going through the headache of doing the run around again from calling and dealing with a customer service rep, trying to get transferred to a Tier 2 and getting disconected, and the whole headache that this has become and finally get to a customer service rep that tried to help. So the other day was when I last called and while it was later in the afternoon, they tried transferring me over while they were on the line with me, but Tier 2's office was closed (her words, not mine) and she would call me back the next day at 3PM EST....she never did and finally called back at around 6PM when I was busy after thinking I got ditched. She left a message and I tried calling back....and I had to do yet another run-around of another rep trying to troubleshoot. I became short and told them I already did that. Then, tried to transfer me over and, yet again, Tier 2 was closed since they called back so late and promised that they'd call back yesterday....they NEVER did...AGAIN.

So yeah...I'm livid, you guys. After 3yrs of being with you guys, dealing with the same issue that's gotten worse and nothing being fixed after being acknowledged that it actually is an issue after so long and know being ditched, yet again after being told I'd be called and that "this will be the last time you'll call us again about this issue".

I've been paying a chunk for 3yrs after being called "The best network" and holy garbage, was it anything but that. I've been stuck with you guys and now after getting my sister in my account, I'm stuck even longer....this is ridiculous and has been ridiculous since Day 1. To be told to basically "deal with it" is just one of the most frustrating things and, again, I know I'm not the only one in my area or around it that has been dealing with these issues. I'm sorry for anyone dealing with it, but holy garbage, guys. Something needs to be done. I may as well switch if I can, but my sister's phone she traded in would lose out on the credits she has going towards her phone right now that she's still paying off, which in itself is ridiculous after dealing with this for so long and playing the waiting game in hopes things would get better. ...

Verizon...do better with your customer service. Do better in actually listening to a customer when they call for the same thing multiple times. Do better in your pricing for the quality of the network that people are getting in certain areas. Seriously, guys. This is just not cool...

Re: Data signal has been bad ever since I switched to Verizon in my area
vzw_customer_support
Customer Support

We want to make sure we are doing everything we can to get this resolved together ASAP.  A private message has been sent to assist you further.-Sean

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Re: Data signal has been bad ever since I switched to Verizon in my area
MeanBob91
Member

I've responded to your private message. Thank you for getting into contact with me. It just feels like nothing has been done to help after numerous calls I've made to customer service

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Re: Data signal has been bad ever since I switched to Verizon in my area
vzw_customer_support
Customer Support

Hello, MeanBob91. When you have contacted our Tier 2 Tech support team before, have we ever filed a network ticket for this issue?   *Cassie

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Re: Data signal has been bad ever since I switched to Verizon in my area
MeanBob91
Member

Hi there! Sorry for the incredibly late response. It was only the other day I finally got a notifciation that there was a reply. I'm not sure why I got one so late, but yes, I did get a ticket number from when Tier 2 did sent out a tech to look at the towers, which as I've said, they never got back to me when they send the automated text to my phone asking if my issue was indoor or outdoor. That ticket number is #NRB000010589648

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Re: Data signal has been bad ever since I switched to Verizon in my area
vzw_customer_support
Customer Support

MeanBob91, 

 

We want to make sure you have the best service. Have you received a follow at this time? We will need to access your information. We have sent you a Private Message. 

 

-Jenelle

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Re: Data signal has been bad ever since I switched to Verizon in my area
MeanBob91
Member

No, other than the last phone call I had with customer service when they said they'd call me back and never did was pretty much the last time I spoke to anyone after being frustated.  I've also replied to your private message

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Re: Data signal has been bad ever since I switched to Verizon in my area
vzw_customer_support
Customer Support

Hello, MeanBob91. Thank you for reaching back out to us. Let's take a closer look in this issue for you. We have sent you a Private Note to get start. *Cassie

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