Home Internet Service Issues Past Two Weeks (Zip code 93103)

[robert7711]

For the  past two weeks my home wireless LTE service has been mostly unusable after nearly three years of no problems with it. Now, it is slow download speeds and about 0 mbs  upload speed with a high lag time. I've spoken to Verizon tech support many times, often by reps just reading a script and not really knowing what they're talking about. Today I was told by a rep that there is an outage in my area, but I got the feeling that I was just being told that to make me feel better. I'm sure my story is a familiar one so I won't bother you with the details of all the wasted time I've spent on this. I still have no idea whether anyone is actually working on fixing whatever the problem is. It's certain a service issue and not an equipment issue. I've checked my equipment (my devices and gateway) numerous times. Bottom line. What dreadful support Verizon offers its customers. Absolutely abhorrent.

[vzw_customer_support]

We are here to help. Let's get service back up and running. What troublshooting have you done? Any other wireless devices having similar issues? -Joe

[robert7711]

Joe,  I've  done all the troubleshooting I can do on my end.  What I need is a network specialist to check why the tower I connect to with Home Internet is consistently having near zero upload speeds and long latency times.  I have wasted over 20 hours on this  problem which is now nearly three weeks old.  I get no follow through from Verizon on any of my phone calls to tech support.   I've been promised callbacks that never occur.  Promised truck visits to the nearby sites that never happen.  Ridiculous suggestions from your first level support team, many of whom do not speak English very well and are ignorant of basic network functions, such as the difference between wi-fi connections in the home and gateway connections to cell towers.   At this point, there is nobody for me to call nor do I wish to waste any more time on this. If I pick up the phone and call, I'll get somebody who will want to start from scratch checking my gateway again.  By the way, most of the so-called tech support people I get on the phone tell me that they have no record of my previous calls.  Those who do have a record, it's scant and there no ongoing support ticket that I'm aware of. I'm so disgusted with Verizon's complete lack of having a way to report issues out on the towers.  Everyone wants to run their script given to them to check and re-check the home equipment and then often lie about network conditions.   Just very pathetic Verizon support.  The worst I've encountered in many years. 

[vzw_customer_support]

I completely understand your level of frustration and would really like to help get your internet connection running again. I am sending you a private message now.

-Jaquetta

[vzw_customer_support · Accepted solution]

Hello Again! We know this has been a difficult situation for you, through the Calls / Chats / Tickets and everything else you have gone through. This is definitely not the norm and we are happy to read that your experience has improved, based on your last update your connection is working again. We want to review the most recent update you shared, about the bill and offers for adjustments due to lack of service being available. Please reply to the most recent message we sent so we can further review the offers and bring everything to a full close. 

For any other customers that may be having technical difficulties, Our Device Troubleshooting Assistant is available 24/7 to help our customers answer common questions and fix many issues: https://www.verizon.com/support/devices/#mobile. 

If the steps shared in the above link do not resolve the concern and assistance is needed, please contact us for support. 

-Alex