Phone bounces 4G to 3G
KellyMW
Newbie

for the past few weeks my phone has been bouncing back and forth between 4G and 3G. Now its staying at 3 G most of the time. its not only my phone but the other phone on my plan. How do I fix this? Zip is 79851

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vzw_customer_support
Customer Service Rep

KellyMW, you came to the right place and let's work on making sure your phone stays on 4G. I know how important it is to have reliable service when you need it the most. When did this issue start? Does serivice improve when you leave the area?


GersonG_VZW
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KellyMW
Newbie

started about a week ago. it bounces around depending where i am in town. but the last couple of days i've seen that it stays at 3G. if i turn off/on my phone it will stay 4G for about 30 mins but then switches back to 3. i saw that someone else was having the same issue and turned off my phone and removed my sim card then put it back in. thought i worked but went back to 3 about an hr later.

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vzw_customer_support
Customer Service Rep

KellyMW,


Getting the very best signal is always important. Thank you very much for the details as they are a big help. What type of phone do you have? Is this mainly an issue inside or outside as well? Does the signal work better in other places?


AndrewT_VZW
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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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KellyMW
Newbie

i have a galaxy 3. it was at one point mostly inside but now its when im outside as well. the signal is the same no matter where im at now.

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vzw_customer_support
Customer Service Rep

KellyMW,


Let's get that phone back to working just like it should. Being able to count on blazing fast speeds is always our goal. Can you try turning the phone off, taking the SIM out, then putting the SIM back in and turning it back on? Does it find 4G after that?


AndrewT_VZW
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KellyMW
Newbie

i have already tried doing that and stated so above in a previous comment. i searched the forum before starting a conversation in hopes that i could get help. the day i took it out it worked for a little while and went back to 3G. I have also tried turning off and on my phone. Again it helped the first few times but now just stays in 3G. it still bounces back and forth. yesterday was 4G for a good part of the day then reverted. Today it has not been on 4G at all.

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Dee070878
Enthusiast - Level 2

I am experiencing this problem too. I've called Tech Coaches for several days now and they have walked me through nearly every step that I can imagine. My phone hasn't been on 4g service all day! WHAT IS THE PROBLEM?!?! FIX IT NOW?!?!

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vzw_customer_support
Customer Service Rep

Dee070878, having stellar service is very important. I want to make sure that we're able to get that for you ASAP. I appreciate you working with our Tech Coaches on this matter. I would like to get some more details from you. What zip code are you in? How long has this been an issue? Also, what kind of device do you currently have? I hope to hear back from you soon.
KevinR_VZW
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KellyMW
Newbie

Im still having the same issue. and haven't heard from anyone in 4 days. guess im sol.. i have been a verizon customer for several years and have never had any issues. customer service has always been remarkable when i had questions. im very disappointed in the way they have handled this.

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vzw_customer_support
Customer Service Rep

KellyMW,


We can relate to how important it is that you have access to LTE whenever possible. We apologize for keeping you waiting. Let's bet to work on this.


Is your device on the most updated software? Here's how to check: vz.to/1Gr1UT4.

Additionally, let's try resetting your network settings then test again. Here are the steps: vz.to/1PPaJrv.


KatiM_VZW
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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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KellyMW
Newbie

i have a Galaxy 3. i tried both links. they are for iphone btw. However i did find on my phone that i do have the current updates. as for resetting anything i can't find where to do that for my phone and trying the link you have there for it and it being for iphone i tried to back track it maybe finding it that way but nope i couldn't.

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vzw_customer_support
Customer Service Rep

KellyMW,


I truly apologize for misguidiing you. Let's get back on track here to get this resolved for you as quickly as possible.


We are going to go down a different path, and enable all roaming on your device. Here are the steps for your Samsung S3: http://vz.to/1LYbA7R.


Additionally, what zip codes are you having these concerns in?


KatiM_VZW
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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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KellyMW
Newbie

Ok i set it how it said in the instructions. The zip is 79851. I've never been roaming here before or had to have it set like this. Will I incur roaming charges?

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vzw_customer_support
Customer Service Rep

KellyMW,


Rest assured, there will be no additional charges. Since you are in the United States, your local plan wil lcover your usage.


KatiM_VZW
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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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KellyMW
Newbie

i tried and am still having issues. its hit or miss in my house and same when im outside.

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vzw_customer_support
Customer Service Rep

KellyMW,

Thanks so much for reaching out to us on the forums. We appreciate you taking the time to visit us. Let's get your phone service going! Based on the information you've provided us and what you've already tried, I would recommend that we open up a network resolution ticket for your account to see if something is happening in your area. To do this, we'll need to speak to you using a secure option. We have three options that will work for this. Phone, Livechat, and Social Media. http://vz.to/1IczeM5 This link will show how to use any of these three options to reach us. We look forward to resolving this for you.


EricW_VZW
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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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