Lack of coverage

I've looked through the forums and see many people complaining about a lack of coverage and then a few customers replying by stating "you should have known within 14 days that you didn't have coverage. It's your fault you're stuck in the contract." Which sure, if the contract states you get a 14 day trial, so be it, but that doesn't cover all the bases. My phone worked fine for more than 14 days, so I was okay with my coverage. We moved after that point and noticed that our service was rather dismal (can't make calls in the house, had to go outside). I went through all the fun loops of talking to different people at Verizon, which led to them sending an extender to our house. It's nice in theory, except that it struggles to actually give us any more signal. On top of it not actually helping anymore, we now have another concern. When the power goes out, i lose all service again. Tough crap if something bad happens and I need to make a call. Guess I'll just have to step outside into the storm. Yeah, I could buy a battery backup unit, but that would be me throwing more money at a problem I shouldn't have. I'm running out of options, but still have time left on my contract. Would love for Verizon to contact me and either figure out how to fix the issue, or let me out of my contract.
Here's looking at you Verizon Wireless Customer Support

We have been with them for years, would love for them to care. but I have seen the dwindling support and the removing of power from those who use to be able to help over those years. I challenge any verizon employee to be seen even. I cant even find an e mail address or any other way to contact verizon other than to buy more from them. This is their "provided customer service" so thought I would use it as a last effort as I know of nothing else to do. I was hoping someone out there had some luck somehow and could give some advice or one of those employees I have seen on here rarely in the past might be able to help or something.
I basically came here assuming I was going to just have to cancel our account as the early cancel fees would be cheaper than continuing to pay for nothing till contracts up. buying their booster the store tried to sell us would probably solve the problem and may be cheaper in the long run but I am also tired of the "give us money while we do less" crap going on with this company. 5 years ago we had fine enough service in my house, we have watched it fade over the years (even tho they say they are putting up better faster service in the area) until we had to go outside to keep our calls connected to now, we are put in roaming while at home. I shouldnt have to keep paying more to keep my service I originaly paid for in my opinion.
I thank you for any help you can find and your continued responses on this thread. But this is also not your responsibility. I am thankfull for anything you can find tho. I am also doing my research into who all I can complain to, not that that will help either, but it might keep one more person from them and much like here it is probably only good for venting. nothing will come of it, but it least it wont stay pent up inside.

Similar Messages

What can be done about my lack of coverage and service?

I am well inside 4g coverage area and have been in the same house for over 5 years now. In that time our coverage has gone from 3 bars down to 1 bar within the last year and a half or so, and starting a couple days ago our phones think we are in roaming??
Minorly off topic is we have been lied to repeatedly at the local sales store and or corporate more than once, the largest pain being the fiasco in "renewing" my military discount I am eligible for by being a disabled vet. had it for years then we get a mail saying it needs to be renewed, go in to local store and they do the paper work, corp says they didnt get it we have to jump through a bunch more hoops its finally reinstated.
So is this crappy service and lack of coverage tho map shows us more than covered just part of what we pay over a hundred bucks a month for? No way to complain to anyone but to other people with problems? Canceling our account will be a big hurt financially up front but be a little easier on our pocketbook in the long run. (we would have to do local land line phone service which is almost as much and with no features at that, so not much easier)
Is there some way out of this as they are no longer providing the service they did when we signed up? thi site is a mess and impossible to find actual help for anything, they will sell me more stuff and give me a person even if i want to buy something. an issue tho? fergetaboutit, go cry on a forum.
Basicaly now that my crying is done, does anyone see any options that I am not? thank you for your time.
also, this says im my wife .) im not, this is Jeff. thats another area where even "my verizon" page is a mess. we both on the account but each spot canonly have one person I guess. the billing is in her name (she keeps track of the bills) the phone account is in my name so we can get my discount etc etc

We have been with them for years, would love for them to care. but I have seen the dwindling support and the removing of power from those who use to be able to help over those years. I challenge any verizon employee to be seen even. I cant even find an e mail address or any other way to contact verizon other than to buy more from them. This is their "provided customer service" so thought I would use it as a last effort as I know of nothing else to do. I was hoping someone out there had some luck somehow and could give some advice or one of those employees I have seen on here rarely in the past might be able to help or something.
I basically came here assuming I was going to just have to cancel our account as the early cancel fees would be cheaper than continuing to pay for nothing till contracts up. buying their booster the store tried to sell us would probably solve the problem and may be cheaper in the long run but I am also tired of the "give us money while we do less" crap going on with this company. 5 years ago we had fine enough service in my house, we have watched it fade over the years (even tho they say they are putting up better faster service in the area) until we had to go outside to keep our calls connected to now, we are put in roaming while at home. I shouldnt have to keep paying more to keep my service I originaly paid for in my opinion.
I thank you for any help you can find and your continued responses on this thread. But this is also not your responsibility. I am thankfull for anything you can find tho. I am also doing my research into who all I can complain to, not that that will help either, but it might keep one more person from them and much like here it is probably only good for venting. nothing will come of it, but it least it wont stay pent up inside.

Getting out of contract based on lack of coverage

I recently moved from NY to MA. I have had Verizon forever and no issues. Unfortunately where I now live, my cell phone calls continuously get dropped in my house and pretty much through the town where I live. I called Verizon a few weeks ago and they said that they would sent someone out to test my area and get back to me. I never did hear back from them and had two calls drop again last night at my neighbors house. I spent an hour on the phone with Verizon who told me that Yes, my coverage in my area is considered MARGINAL. I have a couple options, they could give me a network extender for my house, which wont work on my cell phone when I'm out of my house or I can cancel my agreement. BUT, because I signed my agreement in NY, my coverage is based on that area and I will have to pay the fees for early termination. I have not had any issues with Verizon, I'm sad that I dont have great coverage where I live because I have enjoyed Verizon.... the only reason I need to terminate is because my coverage is awful here. I work from home and often forward my work calls to my cell phone. This is where I live, I"m not just visiting or renting, we purchased a house here. Verizon is forcing me to keep my phones with unstable coverage or pay an outrages amount to terminate my contract.
The customer service agent told me that I could suspend my phone at no charge for six months...purchase a Straight Talk phone for $50/mo use the money that I save from my bill at the end of the six months to pay off the early termination???? REALLY????
Any suggestions would be wonderful. I definitely feel more like a number at this very moment than a client.
Not happy right now

It's probably because people have been gaming the system. People here for example will buy a device sign a contract and then act like they moved and say they don't have coverage on a neighbor island. So they get a device for free-$200 and out of contract to use on another carrier. This kind of stuff happens on a very large scale. At times people take their devices overseas and used family members addresses to buy devices.

San Rafael, CA--large residential area with NO cell, and NO data service--area rated by Verizon tech as "ALL COVERAGE BAD", multiple complaints--but no response by Verizon

Dear Verizon Wireless Executives,
I am writing to let you know that I (and many of my neighbors) are on the verge of switching to ATT, due to terrible reception in my home neighborhood.
I moved to Dominican neighborhood in San Rafael in March 2014, where I bought a house. I discovered that Verizon cell service varies from non-existent to terrible, both for data and cell service. At best I might get 1x data, and 0 or 1 bar for cell. All calls are dropped within 15 seconds. Data typically does not work.
My response was to first purchase and install a network extender. However, due to the size and configuration of my home, I discovered that I needed a second extender to cover the whole house. This has led to new problems—the two extenders “compete” and if I start a call in one part of the house and move 1 or 2 feet too far in the other direction, I lose the call.
ATT has a powerful cell tower on the ridge above my neighborhood, which consistently produces 5 bars. It sits on a ridge in the Marin Open Space, likely on an old Nike base radio tower. (there are numerous towers on this ridge as a result of the abandoned Nike missle site).
I have begun to organize in my neighborhood—Dominican/Black Canyon Home Owners Asssociation, with about 1200 homes. When I posted a message asking about other people’s experience with Verizon Wireless, I was inundated with at least 30 or 40 angry and frustrated messages from Verizon customers, on NextDoor, a neighborhood listserve.
Today I completed a long Verizon Wireless “trouble ticket”, number NRB000007366782. I was told that there have been many, many complaints from this neighborhood for both data and cell coverage, or more to the point, lack of coverage. Your records indicate that this neighborhood is considered within Verizon as a “1X marginalization area”. And yet , currently there is no plan at Verizon to remedy this situation.
I strongly encourage you to begin an immediate search for access to one of the many existing towers on the ridge above my house to place a Verizon cell station.
In the event that you choose to continue to ignore this neighborhood and it’s abysmal coverage, I will organize a mass defection of Verizon Wireless residents to switch to ATT. I encourage you to begin this process now, let me and the neighborhood know of your plans, and have it completed in six months. If we have not heard from you within 1 month (November 21, 2014), we will switch to ATT en masse beginning in December.

That is not going to happen due to a myriad of reasons.
1- Verizon listed the area correctly. So its not deceiving the customers. So based on that I would have left for a better provider.
2- Verizon cannot just pop out and place service on any tower or property. They must gain permission to place signal towers in locations. They must secure the approval of villages, towns, cities or counties to even think of putting service towers up. This can take years.
Then if the approval is opposed and no other sites can be obtained your service stays as it is. This is not a carrier fault. Go after the town boards and elected officials that will not allow their placement.
And blame the majority of people who also oppose these towers etc. Based on scares of cancer, birth defects, and even people having seizures. Yep read up on it.
Your speaking for your neighbors is admirable but futile. You cannot get what you want in 6x6 months.
http://www.at.com
Good luck to you all

Poor 3g reception issue does not come from being in a low coverage area.

For All of you who keep saying that "If youre in a low coverage area the 3g service wont work you must turn off 3g". That is not a solution. Yes it fixes the problem of not being able to talk on the phone but that is just a workaround that in my opinion is not acceptable. The name of the phone is iPhone 3g. The entire reason for buying this phone is the 3g network. If thats not there and frankly who cares about the GPS as its pretty much useless, then we could have kept our old phones. There are numerous reports of people using their old devices with 3g side by side and getting great reception on their other handset. In my opinion there is a problem with this phone and it should probably be returned until apple figures out what they did wrong. Its not the 3g network and its not a lack of coverage as other handsets are getting great reception. ITS THE PHONE!!!

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Coverage

I'm very upset lately with the coverage that I'm receiving from Verizon. For this company to be the #1 covered area in the US you would figure we wouldn't have so many dropped calls. Recently my husband and I had to buy a booster for our home just to use our phones in our house. This is nuts. Seeing that 95% of American's use cell phones as their main source of communications you would think we wouldn't drop so many calls. I'm so frustrated with this company right due to this lack of coverage. I feel that Verizon should reimburse us for this booster.

Coverage isn't guaranteed inside of buildings. Can you make calls outside of your home?

Poor coverage in Columbia MD

I live in Columbia, MD within the 21046 Area code. The coverage indicator on the VZW website indicates that there is strong data/voice coverage in my area. That is actually incorrect. I tend to have weak to zero coverage within my own home. This is also true for anyone else in the area. The caveat is that there is an FCC station very close by. What steps, measures, or contact channels be used to address this issue? Can a verizon wireless associate travel to this area and verify the lack of coverage in this location?

I do not think they care, we are insignificant to them. I need to find a place to complain and hope they are reading, you cannot email them nor chat will open.I have to keep reloading pages eating up my 5gb service. I have had to reconnect 5 times just to post this. Phone talk is worthless with them.
I just have a complaint, you do with it what you want. My internet constantly starts searching for host and we lose our connectivty until we power cycle the jetpack, any device. I called to report or switch to home fusion, got the big red light nope ur locked in, different plans, and still have the issue. it is my internet plan, call all these phones different plans if you like, i pay the bill. if you do not want my monthly payment
i will gladly switch to another company with the same sucky service who are at least honest about it.
Now your calling/texting me for upgrades, it's ok for you to change plans but not me? I believ you claim my 2562 plan expies April 2014, same for 1517, because you classified fix as upgrade. The reason i came in was because my current 2562 device had issues so you slap upgrade on fix, moving the issue?
Let's do the math.
I give you $150 a month, from what i understand, i owe you at the end of the month so I owe you $150 more no matter what, i may have just paid up til 10/03/13.
April is 6 more months of $150, $900 total. You are telling me if I change/cancel, i owe you $20, 2 devices for them same 6 months, $120 opposed to $900 and my upgrade you are calling about will not be with you.
Will home fusion have them same issues?
I may lose connectivity during this chat.

Very Poor Coverage at Santa Clara Convention Center

Last month I was at the Santa Clara Convention Center for a technical conference. Attendees here are constantly borrowing ATT phones to make calls when inside conference rooms or on the Convention Center Exhibit Floor. The signal here is very weak 1x. Data is virtually nonexistent. The lack of coverage here in this venue is really inexcusable. Even T-Mobile is providing better coverage. It is really a sad state of affairs when folks are asking their coworkers if they have a non-Verizon phone that they can borrow to make a call. The coverage problem extends to all areas of the Convention Center and the adjoining Hilton Hotel.
ATT is providing full signal strength on the convention center floor and in all conference rooms and Tmob works fairly well. Verizon is supposed to be coverage king especially in venues such as convention centers and other very populated metro areas.
I attend several conventions in Santa Clara per year and have spoken directly to the General Manager of the Santa Clear Convention Center. He informed me that he has had hundreds of complaints from vendors on the convention center floor. He contacted Verizon and was informed that the lapse in coverage was caused by the construction of the new Levis Stadium for the San Francisco 49ers that is adjacent to the Convention Center. The new Levis Stadium blocks that signal from the Verizon Cell Site. It seems to me that since this is such a high visibility venue, Verizon should permanently deploy a Cell on Wheels until the original cell site can be moved.
It doesn't make sense to me that Verizon is spending millions of dollars per year on television commercials while nothing has been done to improve the several coverage problem at this internationally renowned convention center. Can Verizon deploy a permanent Cell on Wheels to the Santa Clara Convention Center until the problem is resolved?

Hi Paul,
I just completed a 3-day road trip throughout NYC Mon-Wed of this week, primarily on the West Side (85th down to 34th, Central Park West, Broadway, etc) and a little on the East Side (1st) and can confirm what you are seeing. I tried to open up a ticket with VZW on the problems since I had collected very specific location, signal, performance and experience data (and wasted 2GB of data and hours of my time troubleshooting), but they would not open any tower tickets for me since I left NYC to go home and was not in NYC long enough for them to be willing to open up a ticket for me. I suggest you call VZW back and ensure they text you the tower ticket #, also ask them to link your case information to their internal device forum "iphone 5 loses 4g lte" and text you confirmation of this too.
You can find my NYC test results at the link below to see if your experience matches mine. Whenever possible, I compared my VZW iPhone 5 experience to my AT&T Galaxy S III at the same locations and included those results as well.
Scroll down to Oct 11 at 6:09A for my NYC results. For what it's worth, I'm in Metro Boston and my iPhone 5 VZW experience has been just as bad out here. I have tried 3 iPhone 5's and 3 nano SIMs all on VZW.
https://discussions.apple.com/thread/4329076?start=255&tstart=0

When is Verizon going to add coverage where they currently have no service?

I am living in an area in Texas where I get great 4G coverage, but that is the only service I receive. My husband travels and is constantly in areas where there is no coverage at all. When is Verizon going to increase their coverage so they are everywhere?
Also, I need additional services, but they are not offered by Verizon in my area? Why do I have 4G coverage, but cannot get FIOS for home or any business services?
If not resolved by the time my contract ends you may lose a long time customer who moved here from AZ where service was excellent.

Thank you Ann, but that does not explain why I am currently out of touch with my husband who has 0 service with his cell phone. We both have the same phones and if he had an AT&T phone he would have coverage. If Verizon Wireless doesn't step up and increase their coverage we may move to AT&T so we have coverage within our entire state.
It was my belief that Verizon Wireless was owned by Verizon the wireless just being one of many services they offer. When I call for assistance I am speaking with Verizon, not just Verizon Wireless. When I want help for my phone in person I go to a Verizon store, not a Verizon Wireless store. So to me, they are one and the same. It is the same with AT&T. It is bad enough AT&T is the only internet service I can get, but it looks like I will be going to AT&T for the complete package if something is not done soon about Verizon's lack of coverage in Texas.

Verizon Customer Service - Impersonal, scripted, unhelpful.

This email correspondence began because this is the 2nd time in 4 years that my service as degraded at my house for some unknown reason and in both cases, Verizon has been unwilling to do anything to help resolve that situation. I had good coverage in both of these locations initially but then something happened on Verizon's end that degraded the service. This is my attempt at getting some kind of resolution.
I'm not sure of this but in my current location, 4g service seems to be just fine but I have a 3g phone and have no need to upgrade to 4g and I don't want to be forced to have to upgrade two handsets just because the 3g service is degraded. Could this be on purpose? According to Verizon 3g and 4g should be the same.
By the way, my repeated request for escalation to upper management was ignored.
In any case, I'm posting this so others can see that VZW is a mail order phone company that has no personal interest in customer communication. Customer service is entirely script driven as you will see by the over use of "I'm delighted to help you" "I'm deeply sorry for...". This is not at all sincere as VZW was delighted to close the call without a resolution and happy for me to take a survey because they are "always looking to provide a better experience for our customers".
Perhaps other carriers are just as bad, but after 4 years of being treated like the lucky person who gets to use VZW, I'm going to find out first hand by moving to another carrier in July when my contract expires.
I'm sure some will see this as simply an unreasonable customer demand being handled by skilled customer service reps... until you call with a legitimate complaint. Then you will understand.
My original message Sent: Sun Feb 12 03:41:19 MST 2012:
Message Body: Please forward this email to someone in upper management. I have been a customer for 4yrs and have been paying nearly $200/mo for phone coverage and have HAD to upgrade my phones several times in order to try to get better service. Since 2010 I have had very poor phone performance and had to buy a network extender (non 3g) in August of 2010 just to receive phone calls in an area that was supposed to have good coverage. I found out only 2months later a 3g version of the network extender had been released. I was told there was NO 3g network extender when I purchased the one I did. I can't imagine no one at Verizon knew this. Last year, I have moved to another location and finally freed myself of the Network Extender until about 4 months ago when the service began to degrade. I was told by CSR I 'should' have good connectivity. The service has become so poor now that I often see missed calls, and voice mails when the phone never rang. I drug out the old network extender just to be able to receive calls again and I found I can no longer receive MMS texts. After calling CS I found it's because it is not 3g and was advised to upgrade to a 4G phone. My wifes' contract ends in July 2012 and mine has already expired.
I'm growing weary of this dance with Upgrade-degraded service service loop. My phones are 3G. I am happy with the performance when I can get coverage. I work from home and use my phone often from home. PLEASE, don't make me pay for another network extender. Send me a 3G network extender so I can use my phones. I have been a faithful customer for 4 years and all 3 of my kids are also customers. We want to stay with VZW but am forced to look for alternate Solutions. I have friends that come over to my house and show me their AT&T 3g Iphones with full coverage. It's very tempting to switch.
PLEASE RESPOND BY EMAIL because of lack of coverage.
VZW Response On 02/14/12 12:28 - 2 days later:
(Things to notice: Non-personal, scripted response that completely ignores the clear message that I no longer am willing to upgrade.)
Good afternoon David,
My name is Ariel and I am sorry to hear about the issues you have been experiencing with your service. I will be more than happy to assist you with forwarded your email to management today. I have forwarded your email to management. I also recommend contacting our Technical Support team at 800-922-0204 so we can do troubleshooting in your area
and to make sure the Network Extender will fix this issue. We may be able to fix the service in the area if it worked before.
I am delighted to inform you that your line ending in -xxxx is eligible to receive promotional pricing on a new wireless device. When participating in our Equipment Upgrade Program, the discounted price is contingent upon you accepting a two year Customer Agreement. To view your promotional pricing and to process your order, please sign
in to "My Verizon" on www.verizonwireless.com using your Account Owner Number and password. Next, click on the "Upgrade" icon located under "Device" in the "I Want To" section at the bottom of your home page and follow the instructions provided.
You also have the following options to process your order:
1. Complete the upgrade process by visiting a local Verizon Wireless store. To obtain a list of stores in your area, please click on the following link, which will direct you to the "Store Locator" page of our website:
www.verizonwireless.com/storelocator
2. Call Customer Service at 800-922-0204 or by dialing *611 (Send) airtime free from your wireless device. Regular delivery time is three to five days.
3. Call me directly at xxx-xxx-xxxx ext xxxx and I can get your new phones sent out with overnight shipping for free!
Based on your equipment history, I recommend that you upgrade this line to the Motorola DROID 3 for $149.99 (after $50 New Every Two). The retail price of this phone is $459.99, however; due to your loyalty and additional discounts, you will save $260 on this device! The NE2 and Annual Upgrade programs have been retired since the
beginning of 2011. You will not be eligible for these programs after you upgrade.
I also wanted to let you know that I performed a quick analysis of your account and I found you have the best calling plan and features for your wireless needs.
If you would like to perform an analysis of your account, you may go to www.verizonwireless.com and log into the "My Verizon" account attached to the account owner. After you have successfully logged in, you may select "More Actions" link under the "I Want To..." section of the homepage. The "Run Account Analysis" option will be under "Plan."
David, I appreciate you allowing me to assist you with forwarding your email. Again, I recommend also contacting Technical Support to ensure the Network Extender is the correct path. Feel free to reply to this email if you have any other questions or concerns regarding your account. Thank you for your time and for being a part of the Verizon
Wireless family since 2008.
Have a great day!
Sincerely,
Ariel
Verizon Wireless, Customer Service
Internet Response Team
My Response Tue Feb 14 13:48:18 MST 2012:
Ariel,
I did contact technical support which is why I opened this email correspondence. They did the same thing, recommending I pay more money in hopes of finally getting decent service. If you were me, you would understand why that is not only the wrong path but insulting. How many years of buying new equipment while still receiving consistently poor service would should I endure? It's been 2 years already. Giving another several hundred dollars for another set of device upgrades as I have already been doing? No. I think it's time VZW gave me $150/mo worth of good service first. Look at my usage on both phone and it's clear VZW is benefiting and I'm not. My phones are nothing more then cordless extensions with wifi. Texting is intermittent, MMS only works if I turn off the wifi, stand in the right corner of the room, get the text after many retries and then turn the wifi back on, data is wifi only. We can hardly use our 3G phones at home where we spend the majority of our time since we both work from home. I will be seriously considering an alternate carrier if this continues until July. You have my address, you can check if there is a 3G coverage problem in my area. If there is (or isn't) then VZW can provide the appropriate devices/solution as a customer service. I'm tired of paying to test faulty equipment.
Very frustrated,
David Ford
VZW Response On 02/16/12 16:19 - 2 days later:
(Things to notice: Different CSR, ignores email about trying to call because I'm not receiving phone calls reliably, wants me to call and "discuss". In other words, as you will see later, WE ARE NOT GOING TO GIVE YOU ANYTHING.)
Hello David ,
My name is Clyde. I was sorry to learn of all the issues that you are having with your service. I can definitely assist you with your concern. Please call me at xxx-xxx--xxxx ext. xxxx, and I will be glad to go over your options. I will provide additional information below in this email.
I attempted to reach you on 02/16/2012, and did leave a message. I was able to see that you form your previous emails, that you are interested in getting a free Network Extender. When you call me, we can discuss your options for the 3G Extender.
In closing, I was glad to give you my number, so that we can discuss your options for the 3G Network Extender from Verizon Wireless. It was a privilege to serve you! Should you have additional questions, please call me at xxx-xxx-xxxx ext.xxxx, or reply to this email. Thank you for choosing Verizon Wireless!
Respectfully,
Clyde
Verizon Wireless, Customer Service
Internet Response Team
My Response Thu Feb 16 19:09:01 MST 2012 :
Clyde,
I mentioned in my email to please correspond by email as I often miss calls. I can tell by your super positive response that you are going to offer me discounts against purchasing more equipment. I don't know if this is a Verizon programming thing, but discounts are not savings when you are forced to have to make a purchase. I'm only hope the government doesn't catch on to this. "What, you don't like paying 85% tax? You still save 15%!". Perhaps I can Verizon-speak my dilemma. In July my contract ends and I stop paying Verizon $152.00+ a month for service. Sooo... If you send me a 3G wireless extender and that solves my coverage problems, I'll continue to pay Verizon $152.00+ per month. Over one year that will be more the 7 TIMES THE VALUE OF THE ROUTER!!!! And the "savings" will continue on as long as I'm a happy customer. Isn't that a bargain?
I'm not meaning to be factious but offering me a discount is like a crappy restaurant offering coupons for a free meal to compensate for the crummy food and poor service.
Please, if FREE is on the table then I will gladly call you to discuss. Otherwise, hasta Julio (until July). Thanks for at least contacting me,
David
VZW Response 02/20/12 09:25 - 4 days later:
(Things to notice: 4 days later because of "higher then normal call volumes, yet it only took one day, see the end, to send a case closed email. No offer of any compensation or resolution apart from me having to upgrade and pay more money for a faulty service. More impersonal scripted response)
Hello David,
My name is Larry and I am sorry to learn about the service issues you have been experiencing. I am happy to address your request to receive a network extender. Please know, we are unable to guarantee service indoors and this is why the Network Extenders are not offered at no cost. We thank you for your understanding.
We appreciate your business and will be happy to offer further troubleshooting if you call. However, we are unable to offer a free Network Extender and apologize for any inconveniences this may cause.
The Verizon Wireless Network Extender enhances indoor voice and data coverage in areas with minimum or no in-building coverage, allowing customers to get the most of their plan minutes while indoors.
This indoor coverage solution operates with existing Verizon Wireless-branded devices and installation is simple - just "plug and play."
For additional information regarding Verizon Wireless Network Extender visit the following website:
Network Extender
Again, my name is Larry and I am sorry we are unable to offer the Network Extender at no cost.
Because my reply was not prompt, I would like to apologize for the delayed response to your email as we have been receiving a higher than normal rate of email inquiries. We appreciate your business and would like to thank you for helping to make Verizon Wireless the most reliable network in America.
Did you know, most of your questions can be answered with out calling or emailing? Simply visit www.verizonwireless.com/support any time, day or night!
Sincerely,
Larry
Verizon Wireless
Internet Response Team
My Response 02/20/12 15:03:
Ok, well. It looks like I will be canceling my service in July and moving to a better carrier that cares for it's customers. Please forward this email to management as I asked in the beginning for further review.
VZW Response 02/21/12 14:26 - 1 day later:
(Things to notice: Only 1 day response, case closed. No resolution. No concern for losing a customer to due faulty service. Impersonal scripted response.)
Dear Verizon Wireless Customer,
Thank you for your recent inquiry on verizonwireless.com. We are always looking to provide a better experience for our customers, so your opinion is important to us. Please take just a moment to give us your thoughts about your experience.
Just click on the link below to take a quick 3-question survey.
It is part of our commitment to making your wireless experience the best that it can be.
Sincerely,
Verizon Wireless
>Edited internal VZW phone numbers and extensions<
Message was edited by: Verizon Administrator

David, Don't give up. That's what they want by giving you and everyone else who has legitimate complaints the run around.
Send the FCC a complaint. You will get a response. I did after 5 months of getting the **. Please pass this along to everyone, that the FCC responds. They will log the complaint with Verizon and then you can followup with a confirmation number. It took approx. 30 days to receive a letter from Verizon. A few weeks later my issue was resolved.
I think it's time to gather enough willing customers to file a class action lawsuit. It is unfortunate that corporations won't take responsibility with customer complaints/issues unless they are threatened with a lawsuit. We need to hold businesses and their employees accountable. WWW.esupport.fcc.gov/ccmsforms 888-225-5322 email [email protected]

Bad Start - Signal Help?

I was a Sprint customer but sick of Commodore 64 dialup modem speeds so decided to switch to Verizon when the 5S came out. The map shows great coverage in my area, but to be sure I chatted with CSR and they confirmed I am good.
I woke up at 3am on release day, went online and completed my order around 320am. Expected shipping date was only 4 days away (9/24/13).
Then I got an email saying 10/7/13. I can live with that.
I checked on the 7th and my status was "Unknown shipping" with something about payment not received yet (even though my card had been charged.) I called in and the CSR expected it would ship the 14th. Status online never changed even though they had my money.
On 10/14 I called and was told it is at Fedex, and I'd get a shipping code that night. Didn't happen.
On 10/15 I called and was told that I was the second one to have an issue, but she assured me it was at Fedex and I'd get a shipping code that night. Didn't happen.
On 10/16 I called and was told that the 5S was on backorder, so could expect in 11/11. That was a no-go so I had her check, and she saw that the order was complete so I'd get a shipping code that night.
On 10/17 I called and was told that something didn't look right, the CSR was going to talk to warehouse and call me back that night. No call.
On 10/21 I called and got an ITC tracking code, and was told I'd have status that night. I called that night and was told I needed to wait 24 hours for status updates.
On 10/22 I called and was told that I should not have had an ITC tracking code, that whoever did that was wrong, and he guaranteed it would go out tonight.
FINALLY!
On 10/24 I received a call from the porting department. We went through and she confirmed that the port was all set.
I received my phone and (drumroll please) it would not activate. I called CSR and was told that the porting had not been entered yet, so to use my temporary phone number in the meantime. I don't have (nor did I want) a temporary number. He suggested I called porting.
Called porting, CSR couldn't figure out why. About 30 minutes later after elevating we had success! She called me on the line to test, and her call dropped. Sitting on my front porch I had one bar.
Most of my house has one or no bars. If I'm in the basement standing near a window I can get two. If I'm at the fence line of my far back yard I might even get three.
Needless to say - I'm not happy with the transition. And now I've gone from 5 bars with Sprint (they sent me a free Airave since they had a poor signal) to 0-1 bars with Verizon. What's the possible fix for 1) the repeated lies from CSR 2) the lack of CSR to see the actual coverage map and 3) my lack of coverage?
- Rob

Only addressing the signal issue since trying to get a bally hooed new Apple device is going to be a real pain since everyone wants one.
In most cases there is no pin point for direct coverage. Look at a pie plate and make a pin hole in the center, then look at that pin hole as your cell tower. Closer to the tower gives better reception, farther away then the signal degrades. Verizon shows this map with all these red blotches, but there are white and gray blotches as well.
Take it from a business point of view when you are looking for service and the customer rep say's "Oh there is good coverage in your area" you believe them. Instead you know Sprint has good signal strength but you don't like their data speeds, Sprint is not fully out with their LTE service but calls are good. Verizon said everything was great but you never checked the service before you bought it. Yes in the area they might have service, and its 1x and 1 bar for voice service, you could try buying an extender from verizon but I think you will be wasting your money.
On T-Mobile certain devices have the ability to use your home wifi to make and receive calls, the iPhone alas has not the ability for it so that wouldnot help you. But you could ask a friend with one of their devices to let you see if their talk and data work better than what you have.
Sell the phone to another verizon customer to afford the Early Termination Fees and maybe ssome of the costs for a new device somewhere else.
Good Luck

IPhone 5 cellular data services failing

ISSUE/SYMPTOMS: iPhone 5 ONLY: Cellular Data stops intermittingly, cellular data locks up without warning, Wi-Fi data connection not working on occasion, iCloud contacts, calendar and reminders not updating, Find My Phone not working, mail or Internet not available or server time-outs. No error messages though. All of these are symptoms of no data service. Problems seem to be related to iPhone 5 failing to switch between LTE and 4G or 3G data services on AT&T.
My iPhone 5 32GB AT&T version (iOS 6.0.2) along with my clients and family using iPhone 5 in the state of Oklahoma are having this issue on their AT&T iPhone 5's: no cellular data connection re-established if at anytime the LTE connection is lost or weak. As with iPhone's prior to iPhone 5, the iPhone 5 is supposed to drop down to the next tier of data service and re-connect to cellular data service when the higher speed cellular data service is not available. Apparently this is not working well on the iPhone 5.
What led me to research this LTE issue was that my iPhone was not syncing on iCloud with contacts, calendars and reminders with my other iOS devices. Other times this issue became apparent was when iMessage quit sending and receiving until I would reboot my iPhone (sometimes it would finally send the message as a “text message”). When I had these problems I also found out I was not getting any cellular data service for Internet browsing, mail, Maps, Find My iPhone, etc. This would happen without notice. In other words I would not receive any notice or error message that data service had stopped other than the fact I was not receiving any mail, iMessages, or iCloud sync updates. My only resolution was to reset or reboot my iPhone several times a day, and that would resolve it about 70% of the time.
I have talked to Apple Support on 2-3 occasions in the last week and AT&T Support twice in the last 2 days. If it is really true, only the AT&T Technical Support Advisor informed me of a nationwide issue relating to iPhone 5 and LTE: iPhone 5's are not re-connecting to 4G or 3G cellular data service once the LTE data connection is lost or dropped... the voice calls continue to work, but cellular data service fails and stays locked up without an error message until the customer reboots the iPhone.
Obviously this is very unacceptable. We depend on these data services and at minimum need to know when it stops working instead of finding out from a phone call that someone sent us an important email or something.
The AT&T representative also said that both AT&T and Apple are aware of and are working on the issue as it is a nationwide problem with iPhone 5 and LTE. The Apple Support Advisors I talked to made no mention of this "known" issue. AT&T said that it is partly AT&T responsibility because the capacity of LTE is overloaded and cellular data connections are dropping because of the lack of coverage and/or capacity. They actually refunded my data service for a whole month in apology for the inconvenience (I did not even ask for that--I just want my data service to work). But they also said that Apple has responsibility in this issue because the iPhone 5 should drop down and re-connect to the next lower tier of data service when LTE is not available or lost; instead, it is locking up somehow or it still thinks it is connected to LTE when it is actually not. I don't know how accurate these statements are, but my problem is real.
TEMPORARY WORK-AROUND / FIX FROM AT&T: Disable LTE on the iPhone 5. Or when you figure out that data is not coming to your iPhone, use Airplane Mode ON/OFF for a few seconds to force re-connection to a tower without rebooting the iPhone. You can Disable LTE on the iPhone 5 in SETTINGS/GENERAL/CELLULAR. I have disabled LTE on my iPhone 5 and have not had any of these cellular data issues since.
Disabling LTE is not acceptable either, but it is working. At least I seem not be losing connection or locking up without knowing it. In my office over the course of a day, my iPhone 5 will jump back and forth on LTE and 4G sitting in the same place. Disabling LTE has stopped this and the problem, but the iPhone 5 should switch cellular data services seemlessly just like the phone switches towers on a phone voice call seemlessly (most of the time).
WI-FI ALSO STOPS WORKING SOMETIMES AFTER THIS LTE disconnect / lock-up issue: That has been my experience along with my clients and family as well. If you use Wi-Fi a lot on your iPhone it will hide this LTE issue until you leave your Wi-Fi and get on LTE and then drop LTE (silently) and then go back to your Wi-Fi. My experience has been I have to reboot the iPhone to even get Wi-Fi working again after that happens.
I do not know if some of these comments and analysis are really accurate or valid or not... all I know for sure is since I upgraded my iPhone to the 5 along with my other family members and clients, we have had "no data" on many occasions and are continually rebooting our iPhones and looking for what is wrong.
My questions to the support community are these:
     1. Is anyone else having this issue? Or is it just me and my few? Maybe a lot of people do not realize they are not getting their data because they are on Wi-Fi most of the time or they are just rebooting and not trying to identify the real problem. AT&T said it was nationwide iPhone 5/LTE issue. Anyone else heard that from either Apple or AT&T?
     2. Is this an iPhone 5 / Apple issue or is AT&T solely responsible? Or is it both? Where do we get a solution??? Is AT&T LTE holding false connections with iPhone 5 or is the iPhone 5 failing to recognize a dropped LTE cellular data connection and then failing to attempt to re-connect with 4G or 3G?
     3. Did I miss where this issue is posted? I searched Apple Support and Communities and did not get any hits. Any updates or further insight on the issue? Any other fixes other than Disabling LTE?
      4. If this is in fact a real issue belonging in part to the iPhone 5, we need to escalate Apple’s attention to it.
Thanks in advance for your help and feedback.

Thank you fellow users and experts for your feedback and updates. Sorry about the large font on the original post... accidental via cut and paste.
I have escalated the issue with both Apple and AT&T. I actually got senior level troubleshooters from both Apple and AT&T on the phone at the same time... rare moment. Here are the key points of the update:
     1. AT&T did NOT confirm the earlier statement by another AT&T Technical Support Agent that this was an emerging nationwide issue about iPhone 5 and LTE losing data connection and not reconnecting at a lower level or re-connecting to LTE once the signal came back. So that earlier statement was not accurate as suspected by all of us. The senior tech at AT&T said he has seen this issue sporadically over the last month or so, but only with about 3-4 customers. He said it seems to be location or phone dependent (some phones not all phones).
     2. The Apple Tech was satisfied that all that could be done to eliminate my issues possibly relating to my instance of software / iOS had been accomplished except erasing my iPhone and restoring as a new phone (I have avoided this inconvenience with the argument that other family/clients with the iPhone 5 have had the same problem).
     3. AT&T went so far as to examine which towers I had been connecting to over the last week and looked at other technical data that could possibly explain the issue. I now know I have 3 towers that provide LTE within 4 miles of my home/office, one within a half mile. But so far there is nothing to explain or even properly identify the issue. AT&T offered me to take my phone to an AT&T store, try to force replicate the problem there, if so, the store would put my SIM card in a brand new iPhone 5 (just to test) and try tor replicate the problem again. If replicated on a new phone, there is a deeper issue; if resolved on a new phone, the answer is obvious. I have not taken the time to do this yet.
     4. On Friday, Jan 4, 2013 while talking and between the tech support calls (on a different phone), I was able to re-create the problem 2 separate times in my home/office by forcing my iPhone to weaken its connection to service (burying it under electronic gear) and then waiting a few minutes, then trying to browse the Internet--no data service unless I manually reset the connection. I am only able to cause the issue to occur if there is at least 15 min of idle time after a weak signal condition AND only if I don’t completely lose a connection to cellular voice service. It seems that if you go down to NO SERVICE the phone will do new a search and keep searching until reconnects to LTE or other signals correctly, but a weak connection seems to be strong enough for voice service but can sometimes cause the LTE data service to stop without reconnecting to LTE, 4G or 3G unless I manually intervene. It also seems that idle time with a weak connection is also necessary to re-create the problem manually. Since Friday, I have not been able to re-create the problem. This has been an intermittent problem, so who knows.
FYI, I have never had this problem with my new iPad (also on AT&T LTE) that has been with me when the iPhone fails to have data service, but my iPad is never in my pocket or other places with perhaps less signal.
Again, if you are connected to Wi-Fi on your iPhone 5 most of the time, you may never notice this issue if you are even having it.
So far no progress on the real issue or resolution, but both Apple and AT&T have put forth very admirable effort.
If you or others you know are having this issue, please take the time to post a reply to this issue. Thank you.

De-cluttering the Clutter

Verizon, along with other wireless company's go out of their way to ensure to a 'would-be' customer, that they have the best coverage in the United States. Verizon in my opinion is at the top of this list. The "clutter" as I'll call it, you know what I'm referring to, the nice big map as you walk into the Verizon store showing the U.S.painted in red indicating all the nice coverage overlaps, needs de-cluttering. It's a visual distractor, a lure, inaccurate technical fluff or quite honestly a visual 'false' advertisement. It's the side by side picture of a person who lost 100 lbs in 2 days using the sprout diet (okay, i'm being dramatic here, but you get my point...it's sleight of hand advertising). Case in point, I own a 3G device, my wife and daughter own 4G devices. I have a tower (data below) approximately 2-miles from my house. None...that's right...none of our cells receive signal, not a single bar unless I stand in the corner of my house with one hand on my head the other rubbing my belly singing the "YMCA"! It's a joke! They sell you a service plan that isn't. Mind you, when I look at my area map, It shows full coverage (like i'm living in a constant thunderstorm, its red over my house-see image below and attachment for my specific location). My neighbor has the same issue, however he's with AT&T. The theory of RF isn't the issue, it is what it is. It's either there or not and in both our cases, it's not. The solution to the issue is an extender. Approaches to the issue is the issue! For example, the fix for him was asking for a wireless extender, a tower in the home if you will. See he approached AT&T with the issue and they provided "AT NO COST" an extender. They acknowledge the lack of coverage. In my case, Verizon says it's not their fault, I was informed of this today when trying to find a solution to the problem. Both the tech and the store rep in Canton, treated the issue as if, well to bad, here's our version of the fix, it's going to cost you more money. When I broached the issue of an extender, I was told I would have to purchase one at the fair cost of $239 USD. "Fair cost"? So, I have to purchase another piece of equipment just so the equipment I previously purchased can work. Are you telling me 'YOUR' service is that bad that attitional equipment is warranted. But what about the map that indicates unobstructed and reliable signal in my area, what about that tower that's owned by Verizon only 2 miles from my house? Why is Verizon nickel and diming everyone from equipment charges to over-redundant charges to our billing statements? Isn't this a breach of contract, I don't remember reading anything about the additional purchase of equipment in order to get base line service! In the end, it's the customer that drives the market, its the customer that makes or breaks a business. I'll honor my contract because it's the honorable and right thing to do, but when it's up, I'll be taking my business elsewhere, at least to an honest organization that doesn't make excuses for its service issues and one that puts the customer and his/her suggestions front and center, and certainly one that doesn't "sell" my data to others to include the very gov't I worked for. Organizations that find solutions and fixes to and or around a problem need commending, unfortunately in my view, Verizon doesn't deserve such action because they haven't earned it.
Ownership Info
Rep
Company:
Verizon Wireless
Contact:
Phone:
Email:
[email protected]
Address:
Alpharetta, GA, 300097630
Owner
Company:
Verizon Wireless (VAW) LLC
Contact:
Not Recorded
Phone:
Email:
[email protected]
Attn:
Regulatory
Address:
Alpharetta, GA, 300097630
Tower Characteristics
Registration #:
Latitude:
Longitude:
Structure Type:
Mast
Status:
Constructed
Date Constructed:
02/10/1999
Ground Elev:
1163.1 feet
Height Of Structure:
250.0 feet
Overall Height:
1431.2 feet
Structure Address:
CANTON, GA
Message was edited by: Verizon Moderator to remove proprietary information

Unobstructed? Not sure where you got that word from but Verizon Wireless's customer agreement actually has quite the opposite:
Where and How Does Verizon Wireless Service Work?
Wireless devices use radio transmissions, so unfortunately you can't get Service if your device isn't in range of a transmission signal. And please be aware that even within your Coverage Area, many things can affect the availability and quality of your Service, including network capacity, your device, terrain, buildings, foliage and weather.

Downloading selected playlists to phone, but keeping iTunes Match functionality?

I did look around for the answer to this, but found nothing that answered the question specifically.
I have an extensive music collection by most standards. It's about 180gb and "weeded" out to eliminate the bad songs. I have it organized into playlists that I listen to almost exclusively, as the collection is too large to just hunt and find stuff when you just want to hear music. I essentially do a genius playlist and save it as a new one to listen to.
I travel a lot to places without cell service, and that is where I listen to music essentially 100% of the time. Out on the river on a boat for example. iTunes match is horrible for this, as I found out the first try, and had to dig out CD's to get me through the trip.
I have paid for iTunes match, and listen to iTunes Radio primarily at the house every day streaming from the phone. Works great. Because of the lack of coverage though, I need to download my music onto the phone and keep it there, which has required me to shut off iTunes Match on phone. This turns the radio into a commercial machine though. Even though I own iTunes Match, if I don't have it enabled on the phone, it acts like I don't have it and I get commercials. Weak.
Lastly, I have downloaded the music onto my phone, turned on iTunes Match once downloaded (someone elses solution) and it deleted it as soon as I synced my phone again
How do I download say 50gb of music onto my phone and have it not delete it as soon as it syncs again?

There are two methods to get large amounts of music onto your iPhone.
1. Turn off iTunes Match, sync the music via USB, then re-enable the service. The music shouldn't actually be deleted. The service isn't supposed to work that way.
2. Download the playlist to your iPhone via Wi Fi while on your home network.

Horrible reception in the house and spotty reception outside?!

Our wireless reception is horrible in the house. We cannot hold calls at all. We typically have to dash outside to take/make a call. Even then, the outside reception in the yard tends to be spotty. We have to walk around and watch for bars. We noticed a problem when we moved into the house almost 2 years ago but it seems to be worse now. We have also noticed over the past several months that our phones switch over to 3G when we are on one end of the house. They did not do that in the past so I don't understand what the problem is. It is eating up our data. We do not have a land line and rely on our cells for work purposes. The lack of coverage is a huge frustration that we would like to see resolved. We live in the 23061 area. Please help!

Hello Sir,
I apologize for not responding to your email in a timely manner.I read it, told myself I'd reply later and then promptly forgot. We noticed when we moved into the home in November of 2011 that the reception was not as strong as it was in our previous house. It was possible to answer and make calls at some places throughout the house while other spots would drop the call almost immediately or communication would fail with the person on the other end hearing what we said but us not being able to hear them. We would hang up and try again at another spot in the house.
For the last year, at least, we have noticed that there are now only a couple places in the house that will hold the call for any time at all now. In those couple of places, it is almost impossible to finish a conversation without the line going dead on our end. We then are forced to step out onto the front porch or the back deck to place/answer a call (which is such a pain in the rain and the cold!). This is still not a perfect solution because certain places in these locations also have poor reception and the call will drop. I go outside, watch for the bars to be favorable, place the call or answer and stand as still as possible in hopes that the call won't drop. As you would probably imagine, this is very irritating for us as this is our work and home contact for the entire family.
Any way you could help us would be greatly appreciated!
Thanks,
Holly

Lack of coverage

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