Why are Verizon customers in rural areas paying for a service they are not getting, and why doesn't Verizon improve its service when so many customers are complaining?

[YOUNGSCREEK]

I reported to Verizon by dialing “*” “*” “send” or “872” “send” almost every time I had dropped calls or could not get a signal in places all up and down the Eastern Shore of Virginia.  Verizon told me I live in a limited service area and that increased traffic in calls would affect my service.  But there is no signal in areas including (just to name a few) Capeville, Savage Neck, Indiantown Park, Nassawadox, Wachapreague, Willis Wharf, Jamesville, Painter, Onancock, Fisher's Corner, Parksley, Bloxom, Guilford, Miona, Withams, Chincotegaue, and other points on both the bayside and seaside areas.  Some of these areas are 90 miles apart, and they range from the southern tip of the Shore in Northampton County to the Maryland-Virginia line in northern Accomack County. 

I already have a signal booster antenna at my residence, and it worked fine until Verizon’s service started deteriorating in the spring of 2015, and deteriorated more beginning this past spring in 2016, and still continues to deteriorate.  I am not only having a problem at my physical residence, but as I stated above, I can't get a signal in a majority of places on the Shore.

Doesn't that say to Verizon that Verizon needs to install more equipment, install more antennas, and replace aging equipment to handle the increased volume of users, replace aging equipment and provide a signal to more areas?  And why must rural customers pay the same amount of money as people located in the Hampton Roads area, who are getting good service?  Customers on the Shore are not getting the same service as those people, yet we are paying the same price. This is not fair!  

What will it take for Verizon to improve their service on the Eastern Shore of Virginia?  Have you, Verizon, seen the comments about your service on Facebook? You should check the comments out! If Verizon is not going to improve our service, then Verizon should offer discounts to the customers who are not getting the service they are paying for. 

[RMCCAMMAN]

If the user doesn't like their service provider, they can change. They are the ones in control of who they choose. Find a carrier you like and go for it!!

[naansalad]

you have many choices . Pick another carrier who offer better service .Complaining here will not resolve your issue.

[vzw_customer_support]

Hello YOUNGSCREEK,

I rely on my phone everyday and would be concerned too if I were experiencing any service concerns. If you have been experiencing no service at all in all of these many locations, the problem may be with your equipment. What is the make and model of your device? What signal does your phone show? Is this happening inside or outside of buildings?

ChristopherM_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!!

[lewisr13]

"Why are Verizon customers in rural areas paying for a service they are not getting,"

Because they feel entitled and think a company should bow to their every need. Lots of other choices.

[rcschnoor · Accepted solution]

"Why are Verizon customers in rural areas paying for a service they are not gettingWhy are Verizon customers in rural areas paying for a service they are not getting, and why doesn't ..."

This is an EXTREMELY good question. The answer would be that if a service provider is unable to meet your needs, you should not be a customer.

Cellular is not an all-encompassing service, especially in rural areas where there are fewer towers. Interference(buildings, foliage, geographic topography, atmospheric conditions, etc...) not in the control of Verizon between you and the available towers can affect service. The ability to erect new towers can be limited due to community activists/environmental activists/local ordinances/etc... along with possible monetary constraints which could prevent Verizon from alleviating the problem.

You state Verizon has told you that you live in a limited service area. Possibly you should look for a service provider which has better service in the area. NO service provider is the best in ALL areas. There are also areas which NO service provider has good service. Whether or not you choose to be a customer of Verizon's is up to you. Simply because you live in a limited service area does not mean you should receive a discount. It simply means you should be looking for a better provider or go without cellular service if no adequate service provider exists in the area you would like to have service.

[YOUNGSCREEK]

There is no better service in the area.  And why shouldn't customers receive a discount, especially when Verizon knows how bad their service is?  Other companies offer different levels of service, which are priced accordingly.  With today's technology, there is no reason that anyone should have to be without reliable cellular service except for money--Verizon chooses not to improve it's service, because it would cost money.

[YOUNGSCREEK]

We have limited choices on the Eastern Shore of Virginia, and a majority of residents are having problems with cell service.

[YOUNGSCREEK]

I have an LG VS425.  Right now, I am showing 3 bars for 3G -87dBm and 3 bars for 1X -85dBm.  Most of the time, it drops to one or two bars, as soon as I dial a number, and it fluctuates causing the person on the other end to only hear about every three words I say.  This happens wherever I am on the Eastern Shore of Virginia, and it happens inside and outside.  The phone itself is the first thing I considered, but that would mean that everyone on the Shore who has the same problem has faulty equipment.  The problem is not our phones, it's Verizon's unwillingness to upgrade and install enough equipment to handle the volume of calls and replace aging equipment here on the Shore.  It's a known fact that service gets worse during the tourist season, as there is not enough equipment to handle the increased volume of cell phone usage.

[YOUNGSCREEK]

I would have already done that, if there was another carrier with better service.