No longer have service at home....I've lived here for 3 years and never had a problem until now.

Question

I have been having issues for the last couple of months now with getting service on my cell phone at my house. Meaning, my phone literally says, "NO SERVICE" where I've always had service bars. I can't even send or receive a text message at home. Never, have I experienced these issues before. I've lived in this house for 3 years and have always been able to talk on my cell phone and send and receive text messages, until now. At first I chalked the issues up to the storms we had been having. Assuming a Verizon tower had possibly been hit. After several more weeks passed with the issue being unresolved, I went into my Verizon store and explained the issues I have been having. The rep I was working with suggested that I back up my phone and do a system restart on my iphone to see if that would fix the problem. I followed his instructions and the issue was still unresolved. I then went back into my Verizon store and explained the issue to the same representative I worked with the first time. He said it sounded like it was more of a software issue than a Verizon issue. Since my contract was up and I was good to get a new phone I decided to upgrade to the iPhone 5c (therefore I lost my unlimited data which irks me). When I got home I was shocked to see that I was STILL having the same issues. No Service. Can't text. Can't call. At this point I'm ready to lose my mind. Why am I paying for a service that I am not getting? We left on our family vacation this same day, so when we FINALLY reached a point down the road where I could receive service, I called my Verizon store to express my UNDERSTANDABLE frustrations. They were extremely helpful and have been since day 1. I ended up talking to a different representative than the one who had been helping me. She asked me to explain my situation and the issues I have been having since she hadn't been helping me she wasn't aware of what was going on. Once I explained my situation to her, she asked me where I lived at. Once I told her where I lived she IMMEDIATELY knew what my issue was. She told me that Verizon QUIT paying to use the Nex-tec tower that is by my house. She told me I'm not the first person that lives in my area to come in to their store with these SAME ISSUES. She told me that I needed to contact Verizon and complain and that hopefully if all of us kept complaining, Verizon would resolve the issue. I am WRITING you a complaint because I cannot CALL you off of my cell phone unless I drive SEVERAL miles down the road to a point where I can get service. I live on a busy highway that intersects with another busy highway a few miles down the road in North Central Kansas. I also live 3 miles from a STATE PARK with a VERY BUSY LAKE that doesn't have ANY SERVICE. I have talked to several friends, family members, and neighbors in my area and surrounding towns that are having the same issue as me and were told the same thing. Lovewell State Park is very popular and MANY people spend their weekends there. We have always had service there, until now, as well. Verizon customers that attend Lovewell State Park and that live in the surrounding towns cannot even call 911 off of their cell phone if their is an accident because we have NO SERVICE ANYMORE. I've been with Verizon since they ought out Altell. I have never had any issues with Verizon until now. Please take care of your customers. I trust that you care that you took service AWAY from customers who having been paying you for your service for several years and that you will resolve the issue quickly. We want our service BACK. We want to get service that we PAY FOR. If you cannot resolve the issues that I (and so many others) are having, I will be forced to switch to a new provider. As of right now, Verizon is doing me no service. Please change that. We live in an area where there are many accidents due to the types of jobs and winter weather we have in this area. It is necessary that we are able to make phone calls. I know that I am not the first nor will I be the last in our area to complain about this issue. Please fix these issues. Again, this information came straight from our Verizon store. They are just as upset as we are about the situation. The store doesn't want to lose us as customers and we would feel bad doing that to them when they have been such great people to work with. If the issues are not resolved we will be left with no other choice.

Answer 1

    @farmwife25
After reading your post, I can certainly understand your concerns with this situation.  I would love to assist you finding a resolution for your service issues in your home area.  First, I'll need to ask you a few questions to help me in resolving.
In what zip code do you experience this problem?  You mentioned service problems at your home.  Do you get a signal when you're outside at this location?  Have you spoken with our Technical Support Team regarding this issue in the past?  And if so, was a resolution ticket filed for this issue on your behalf?  Please let me know so that I can further assist.  Thanks!
AnthonyTa_VZW
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