I've been a customer for over 30 years. I have lived in my house 17 years. I have 2 cell towers within a quarter mile of my house and service has been OUTSTANDING for in my house, around my house, anywhere in my neighborhood.
This all changed at the beginning of May. Suddenly, and I do mean suddenly, my service stopped working as it always has. I have 5 bars, my 4G has arrows going up and down, but I have NO data. When sending texts, they always fail. It takes many, many attempts to have it successfully go through. Phone calls tend to go right to voicemail. No ring on my phone. I turn on my wifi from my home, and I can do things requiring data but it doesn't fix the texting/phone call issues.
First I should clarify that this only happens within approximately a 1 mile radius from my home. I have a grocery store across the street, and a Home Depot down the street. They are all in this dead zone.
Second, it is not just me. Nor my household. It is every Verizon customer in the area. I have spoken with 30-40 neighbors who all have this issue. As soon as you cross the mile radius of our neighborhood, everything starts working again.
I called Verizon in the beginning of May. It was the most painful experience of my life. I had to convince them it wasn't me. Despite all the facts above, they were sure it was my phone. In fact, he even said to me "I can't tell you what to do, but you may want to look into another service company". Seriously. They claim the calls are recorded for quality training, so I hope they listen to that call. After many repeated calls, I was finally put through to tier 2 support. Tier 2 told me that they recently upgraded the equipment in our area to help reach more customers, but it obviously broke it. They assigned my ticket and I received a text that they indeed found an issue. It took over a week but they fixed it by the end of May.
Fast forward to June 23, it all happened again suddenly around 7pm. I called Verizon, and guess what, they had NO RECORD of my case number. And I had to start all over again in this frustrating situation. I spent another 2 hours on the phone with a tech coach who kept saying it was my device. FINALLY they gave me to tier 2, and he found the other ticket and reopened it. I received a text the next day saying they found an issue and 7 minutes later I received another text saying my ticket was resolved. The result?? "Poor signal in your area". It was recommended to me to buy a network extender. My neighbors are all having this same issue right now. I guess we should ALL buy a network extender. The grocery store, Home Depot, the High School, the gas station, the pool store, the Penzoil Oil shop, Popeyes....they should all buy a network extender, right? Still not working, just had Verizon open yet ANOTHER ticket for me.
It's obviously a Verizon issue, and I can't believe a company as large as Verizon doesn't log their support tickets. They should have been able to look up the ticket number and saw what the issue was and how it was fixed.
I can't believe this garbage. 30 years. This is how they treat a loyal customer.
None of my other non-verizon neighbors have this issue. Maybe it's time to switch. I'm paying a ton of money to Verizon for 6 devices. I expect my service to work for that kind of money. Nobody offered money off my bill for May. Now they want me to spend more money on a network extender in addition to my full price bill.
I'm officially the most frustrated I've ever been with customer service right now. This is the worst service I've ever had.
Verizon Wireless hasn't been around for 30 years, it was founded in 2000.
The reps you talked to are also typically hundreds of miles away scattered across the country. If there is a local issue, they don't have a fix it button. If an issue wasn't resolved after tickets, it's on you to switch carriers if it's not working out.
That's just the blunt reality. My first carrier was Verizon back in 2000 and I've switched a few times depending on various circumstances. Your cell phone provider isn't a monopoly like yoir utility company is. Switch or have poor coverage, up to you. You don't owe a cell company anything if you're getting no service.
They may not have a fix it button, but they told me they would send engineers to my area, even on my street. They would see there is a problem that is on their end. What happened to good customer service? They aren't even trying to find an issue
Verizon wireless merged with bell in 2000. I have been with them through that merger and before. I've had a cell phone since the early 90's.
mishmatta, we value your 30+ year loyalty, and we are so terribly sorry to hear that you've been through this ordeal. We know that having access to reliable service is so very important, and we always want to make sure that we do everything we can to help. We'll be sending you a Private Note to better assist.
We would be happy to look into your service concerns with you. To allow us to do so properly, please feel free to reach out to us with a Private Note. You can also reach us online @VZWSupport on Twitter or Facebook, or by dialing 1-800-922-0204.
mishmatta, thank you for sharing this problem; I and many others are experiencing the same thing. I hope you will also share what Verizon did to help. I often see notes from customer_support, but seldom do we know what, if anything, is done and if your issue is resolved because of it. That would be super helpful!