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LTE service is garbage
jkjs
Member

Beginning on or about June 27/28 our LTE service went from fantastic to garbage.  The LTE service was so good and reliable we recently (in May) cancelled our DLS, now the LTE is virtually unusable. We exclusively used LTE from March until May to make sure the LTE service was reliable enough to cancel the DLS. It WAS!!!

Here's some data from yesterday

7:10 am  - 42 ms ping,  34 Mbps down, 5.5 Mbps up (this is about what we used to have all the time)

8:26 am -  47 ms ping,  2.4 Mbps down, 2 Mbps up

9:17 am -  55 ms ping, 2.1 Mbps down, 1 Mbps up

10:34 am - 340 ms ping, 1 Mbps down, 480 kbps up

11:42 am - 1243 ping, 915 kbps down, 136 kbps up

11:50 am - 56 ping, 1.7 Mbps down, 1.5 Mbps up

Sometimes we can't even perform a speed test cause it can't connect to a server.

We have been calling tech support and someone explained we only have one tower in our area and that a large new development is using the capacity. Really. So overnight enough people moved into that development to completely disrupt our service. Our schools were let out on June 9th so its not like it corresponds to a mass influx of gamers or video streamers. We had great service through most of June.

The zip is 27516 and we live in the Mann's Chapel Area.

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Re: LTE service is garbage
vzw_customer_support
Customer Support

jkjs, having reliable service with us is important. It's our job to provide you and all of our customers with the best service available and we especially pride ourselves on our LTE network. It concerns us that you've noticed such a significant change in your speeds recently, and we're here to help get to the bottom of this.

 

We'd like to ask a few additional questions to help us gain a better understanding of the issue at hand. We've been able to review the 27516 area, and we can confirm that there are no reported outages at this time. May we ask if you're experiencing these speeds while indoors or outdoors? Do you know any other Verizon users in the area that have also noticed the same changes with their LTE service recently?

 

Samantha_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: LTE service is garbage
boringusername
Sr. Member

You mean DSL? Wireless is not meant to be replacement for wired home internet. And yes If some people in your area had the same idea to dump DSL and try to used Verizon as home internet yes congestion can happen quickly. Also you fail to mention the plan you are on.

Re: LTE service is garbage
glitchedpixel
Sr. Member

You're not going to find a single person that would have suggested to ditch a real ISP for cell phone data. If you had literally no other option except satellite, maybe.

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Re: LTE service is garbage
jkjs
Member

Samantha_VZW

I don't know if other customers are having a problem. We live in a relatively rural area.

Inside or outside, same issue although of course outside is marginally better.

Here's an example taken within minutes of one another:
inside: Ping 56, 1.7 down, 1.49 up

outside: Ping 44, 2.7 down,  4.39 up

We have 6 phones/tablets which are exhibiting the same issue. We are about 4.5 miles (straight line distance) from the tower we are using (based on the OpenSignal app).

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Re: LTE service is garbage
jkjs
Member

glitchedpixel, completely agree with you.  We had 1.5 Mbps DSL (spelled it right that time) which at best would give 1.3. We were calling nearly monthly for repairs because it would become terrible (well under 1). They would come out, do something and we would get back to 1.3. Repair technician said the wires are 20 years old, no intention to upgrade/replace. There is no cable or fiber near us.

As I said in the OP, we exclusively used LTE for 3 months to confirm we were making the right decision. Once we cancelled the DSL, we weren't getting it back.

Tech service is trying to blame it on increased usage in the area - like kids getting on their PS4s at 11:00 am on a Saturday. If that's the case, then we should have seen slow downs every Saturday morning, or Fri/Sat nights when everyone is streaming Netflix. We didn't. The service was outstanding- any day, anytime. Then two weeks, completely terrible . Can't even browse the web.

Content modified as required by Verizon Wireless Terms of Service

Re: LTE service is garbage
boringusername
Sr. Member

4.5 miles from the tower you can't expect great speeds. Also if you're trying to use several of those 6 devices at the same time. At best you're only getting band 13 plus the distance. Kind of lucky to get any signal. Get your DSL back. Also you didn't state your plan/ Also just because you are far form the tower doesn't mean dozens or hundreds of other users are not closer to that tower.

Re: LTE service is garbage
jkjs
Member

Boringusername

I don't what they are calling the plan these days but we each get 22 gb (w/15 gb hotspot). The issue is happening on devices that are currently throttled and those that are not.

You seem to be missing some of the points.

Before 6/27 we were using 6 devices, we lived 4.5 miles from the tower, the big housing development was there and school was already out for the summer. Our service was great, any day at anytime. We would have done a commercial for Verizon because it was that good..

After 6/27, the only thing that changed was the service. Right now the service is unusable.

Cheers

Re: LTE service is garbage
boringusername
Sr. Member

Deprioritization is not throttling. Call Verizon and have them come out. If you're not over your 22 GB then I don't what to tell you. For all you know some new people moved within range of that tower or are new to Verizon and using the begesus out of it. Or they could be doing like you, dumping DSL and using Verizon as home internet. Maybe YOUR usage hasn't change doesn't means others haven't

download app called LTE Discovery( the free version is fine ) tell me what band it says it sees and the dBm

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Re: LTE service is garbage
vzw_customer_support
Customer Support

I appreciate all of the information, jkjs. This is definitely not the type of network experience we want you to have. I would like to investigate this issue further in depth. I have sent you a private message regarding this concern. We look forward to hearing from you.

 

Marshall_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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