Verizon coverage

I was an Alltel customer for over 5 years and had no problem with reception where I live. I went with Alltel because they have the best coverage in Wisconsin and in my 54180 zip code area. After Verizon acquired Alltel I thought the service would get better. Instead it is worse. I have dropped calls all the time, 25% of my text message time out, and calls come to my phone without ringing and go to voicemail. How can this be?

Looking at your PRL and SID, you must no longer have an Alltel account.
What I would do is call and ask for the Hybrid PRL to be pushed through. If the area has not been combined yet, the hybrid PRL would look for Alltel towers first and then the Verizon towers 2nd.Right now it is the opposite (VZW 1st, Alltel 2nd)
If not any better, you can call in and have the PRL switched back.

Similar Messages

Any chance you will EVER offer actual Verizon coverage in West Central Illinois?

I live less than an hour north of Downtown St. Louis in west central Illinois and have been a loyal Verizon customer since the Ameritech days... (over 20 years. We moved here knowing that "big red" would take care of us and it is frustrating to not be able to get the full benefit of my smart phone since there is absolutely NO Verizon coverage in our area and the best data we can hope for is 1x extended coverage for about a 30 mile radius. I wish Verizon were more forthcoming about their expansion plans, or lack of plans so I could decide what to do accordingly.

If there isn't coverage within 30 miles of you then it will probably be a LONG time if ever before you get coverage as it make sense for Verizon to cover the areas nearest current coverage first. You could check local zoning records and see if Verizon has applied for any permits. If not then it's probably best to go with another carrier since it could take a year or even 2 to build a tower once a permit is applied for.

Verizon coverage map - fact or fiction?

My wife and I have been out of contract with Verizon for some time. We are currently shopping for a phone and a tablet.
One of our biggest concerns is signal reception: We head to a remote spot in eastern Washington state every weekend. Our frustration with cell reception there has led us to installing a yagi antenna and Wilson signal booster. This combination (with phone placed on the boosters "wire" antenna) allows us to go from zero signal to 1 bar voice service, and occasional 1G data. These results are from an older HTC and Samsung smartphone. Visitors with iPhones get mixed results.
The Verizon coverage map shows extended Digital Voice service at our exact location. It also shows solid 3G coverage bordering 4G/lte at the same location.
Sooo, my first question is: What is the general concensus of the Verizon coverage map for rural locations? It is marketing blather or does somebody actually test random spots and extrapolate a best guess for points in between? Certainly Verizon's claims appear lame at our location.
My second question is: From the set of available Verizon offerings right now, I had three phone options I liked; LG 3, Samsung S5, and Motorola MotoX (gen 2). I have not been able to find any conclusive review of reception/antenna quality on these phones. Can anybody point me at something that would help me decide between them?
Cheers

gwandsh wrote:
The Verizon coverage map shows extended Digital Voice service at our exact location. It also shows solid 3G coverage bordering 4G/lte at the same location.
Sooo, my first question is: What is the general concensus of the Verizon coverage map for rural locations? It is marketing blather or does somebody actually test random spots and extrapolate a best guess for points in between? Certainly Verizon's claims appear lame at our location.
A cell tower is capable of sending a signal a certain distance and that is largely what the coverage maps are based upon. With that said, there are many factors which will lower the coverage footprint of any single tower which are listed as a disclaimer on Verizon's coverage map.
"These Coverage Locator maps depict predicted and approximate wireless coverage. The coverage areas shown do not guarantee service availability, and may include locations with limited or no coverage. Even within a coverage area, there are many factors, including customer’s equipment, terrain, proximity to buildings, foliage, and weather that may impact service. Some of the Coverage Areas include networks run by other carriers, the coverage depicted is based on their information and public sources, and we cannot ensure its accuracy."
You say you are in an area of "extended Digital Voice". These are normally areas reception on networks run by other providers, with information about coverage provided by said provider. IF phone coverage is important to you, you should find a provider with better coverage in the area. If there are no providers which can do so, get a landline or stay away from those areas.
Cellular service is not and never has been advertised as an available service for all areas. The technology isn't currently capable of doing so. Cellular is a line of site technology with rises and falls in surface topography being major factors which would lead to less than ideal reception(if any) in any given location. People who regularly frequent areas with limited reception must learn to live without service or find another method to get it.

Reporting poor to no Verizon coverage

Since Verizon makes it extremely difficult to report poor coverage, I figured I would just place the area here in hopes of an agent reading and reporting the problem.
There is little to no Verizon coverage of all types (4g/3g/2g) over pretty much the entire campus of the University of California, Riverside, and yes, including outside of classrooms/buildings. The address of this campus is located at 900 University Ave, Riverside, CA 92507. There are some spots on campus where there is absolutely zero coverage, including voice calls. It seems that this is known by Verizon, as I have seen coverage problem reports dating back to 2009 regarding this area in these forums. Certainly Verizon can do something to remedy this. It would be nice to actually be able to USE my phone outside of the wifi connections within the buildings. And no, my Samsung Galaxy S3 is not the problem, as it works perfectly fine in areas outside of the campus "dead zone".
Let's go Verizon. You have the highest rated customer satisfaction of any other mobile phone provider. Let's keep it that way and fix densely populated area dead zones.

Plopping a tower somewhere is not an easy task anymore with the NIMBY crowd. It can takes years, Not one or two, but many years and sometimes the companies just have to chalk it up as a lost cause.
It Could be zoning issues there, or any number of issues that precludes VZW from adding more service towers. Even the Pres of the school could be supported heavily by ATT or another cell company and they simply refuse to allow VZW to play

Moving to an area with marginal Verizon coverage.

Moving to an area in Florida (Manatee Co.) with poor signal for cell phone and MiFi. Is there a way to boost my incoming signal, out going signal or both without abandoning my Verizon carrier? If you care to email me directly with any ideas I would appreciate it. The local outlets/stores do not have a clue about how to answer my question.
Thank you,
GOrndorff
Private info removed as required by the Terms of Service.
Message was edited by: Admin Moderator

You must be moving to east of I-75 in Manatee County because the signal near Bradenton should be pretty good. I would suggest a network extender but it seems you'll be using Verizon as your internet connection so that wouldn't do any good.

Verizon Coverage Locator hasn't worked for 3+ weeks

Anyone know what's up with the coverage locator? If you trying to enter an address, pan, zoom or switch coverage types, absolutely nothing happens. It's been like this for over three weeks now.
I travel and work full-time and rely on that map to direct me to where I may have coverage (even if the coverage is greatly exaggerated, at least I know which places to avoid for sure!). I've had friends check as well, so it's not just my browsers. You would think someone would have noticed this and fixed it by now.

Thank you. I was just accused of being like bad rep at VZW, so this is nice to see! hahahahaha
Anyways, the locator used to work with Chrome, so I am not sure what has happened.

Verizon Coverage Map

Much of west Kentucky has been upgraded to 4G LTE, but nothing has changed on the map in nearly a month. In fact, the map will say 7/22 updated, then 6/27, etc. Not a big deal by any means. But, I was curious where the new areas were exactly. For a while, they were updating the map real good, but it's been weird for the last month. What's up VZW? Just curious.

Take note, as of today, their 6/27/2013 map date. Out of date and not representative of what coverage is out there in this area. Again, just curious as to why all of the sudden. It was updated very well prior to late June.

Verizon Coverage in Tallahassee, Florida?

I keep putting in my address on the site but it says its having trouble finding it, and live chat isn't working or they're not there on weekends, but I was just wondering if Verizon provides service in Tallahassee, Florida and is the service decent?

Hello Maeldun81,
I am not sure if you used this site to check for availability for you area, however i have provided the link below for you.
http://www22.verizon.com/Residential/FiOSInternet/CheckAvailability/CheckAvailability.htm< br>
I also sent you a private message.
Thanks,
Shamika_Vz
Verizon Support
Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

Verizon wirelss seems to have more drop areas and less coverage in the Spokane area. Why is that?

I have been a Verizon wireless customer for many years. This last year or so I have found more and more light coverage areas and have had more dropped calls than in the previous five. I have had to consider moving to another carrier. Does anyone know of why Verizon coverage has become worse and are others experiencing the same thing?

Thanks for filling us in on a few more details! There are definitely many factors that can contribute to changes in service. Builging materials, terrain, number of customers trying to use the phone nearby, even signal boosters can all have a different effect on your coverage in an area. The Network Extender http://vz.to/IHRT6h is intended to help with both voice and 3G data inside of a home and there is not a 4G LTE version (calls are not placed over LTE services in most cases).
If the purchase of a Network Extender hasn't helped inside your home, we do need to take a few troubleshooting steps to see why. When you place a call, do you hear the short tones before the call connects indicating you're connected to the Network Extender? What type of home internet connection do you have? What model router is the extender connected through?
JenniferH_VZW
Follow us on Twitter www.twitter.com/vzwsupport

Verizon Wireless keeps dropping the ball.

Back in March 2012 I was tired of the billing issues T-Mobile had with Suncom UnPlan users and decided to start shopping for another account.
My employer had a discount at all of the major Wireless Providers.
I called Sprint then AT&T saving Verizon for last. Both Sprint and AT&T had decent rates but when I called Verizon the sales agent made a compelling quote.
He offered me the 2000 Minute Family plan with Unlimited Talk and Text for $120 for 5 lines. He then offered me a smartphone for free with 4GB data for $30 more per month plus I would get a 20% discount. This rate was within my budget and about the same as the rate I had with T-Mobile. He gave me an estimate of the monthly cost and it was around the $150 rate. I agreed to the deal and we conferenced with the 3rd party for the contract.
I received my phones fairly quickly. I also quickly noticed the Verizon Coverage was not as good as T-Mobile especially in my house. Verizon shipped a free network extender to cover that gap. After about 1.5 months of service I received my first bill and it was huge. They had charged me activation charges for the lines that was not discussed by the salesman plus they had added $50 of monthly line charges and partial pro rated line charges that I was not quoted.
I called Verizon ready to disconnect. I ended up talking to Executive Support who corrected the billing but to my concern they did it by adding a "promotion" that would expire and I would have to call to have re-added once it expired. At least the bill was correct and I paid the same rate for a year as a loyal paying customer. Once the year had passed the "promotion" dropped and I had to go through a huge hassle to have it re-added again but they did, I was also encouraged to drop to the 1400 minute plan since I wasn't using very many minutes.
In October 2013, I contacted Verizon exec support to see if I could take advantage of some phones Best Buy was selling and to make sure my rate would not increase. The agent helped me do early upgrades and said everything should be fine. But, after the year was up they added the $50 monthly charges again. I called back to have the bill corrected and they said they would contact a department to see if they can put the "promotion" back on my account. I did not receive a call back. 1.5 months passed and I was getting the dirty Verizon calls where they didn't leave a message and answered one of them. It was billing wanting me to make a payment. I had been paying monthly, and the same rate monthly but they were wanting more but they had not contacted me back. I was hung up on 2 times in the IVR system then finally spoke to an agent. She promised to have a supervisor on the line and after about 45 minutes of trying she promised they would call me back which they did not. I then contacted VerizonWireless on Twitter having a very public expression of my ordeal and also getting quotes from Sprint and AT&T responding to those very Tweets. AT&T wants my service for $155/mo for 5 lines, 2 smartphones, 10GB shared Data, unlimited talk and text which is very comparable to what I have been paying Verizon without the $50 line charges. I finally was able to get an Executive support person on the phone and she was rude, un-understanding, and ended up rudely hanging up on me. I called back to support and wanted to complain against her and her refusal to escalate along with the hangup. I was promised again a callback. At one point I had told the Executive support exactly what I want out of this situation.... either:
1) Correct the billing, Remove the $50 monthly charges as my verbal agreement in the initial sales call was defined.
or
2) Remove all charges, no disconnect charges, we can wash our hands of each other and I will begin anew with AT&T.
Before hanging up on me she offered a $200 one time credit but no permanent billing fix. She welcomed the disconnection of my service and offered no termination charges for one of my 2 lines still in contract. I informed her I did not consider being within any contract once they breeched it by adding charges that were not agreed to in the original sales call/contract.
After contacting Customer Service again the agent I spoke with was appalled by the way I was treated and assured me they would escalate to the level beyond the agent who hung up on me and promised a callback. She also noted that the account shows they had offered a $200 credit every 4 months which exactly offsets those monthly charges and I told her that was EXACTLY the kind of thing that could resolve this for us and I was good with that. She said she would apply the credit and it should show up within 3 business days. I continued to check and almost 2 weeks passed. No credit has been added.
I called back again tonight 6/27 and asked the agent when the credit would be applied... She told me the credit was pending a supervisor approval and couldn't guarantee me that it will ever be applied. I explained how many hours I worked on this and the time I have invested along with the mental anguish. She wanted to consult with someone after she had me tell her the whole story again and was away from the phone for some times. Once she came back she pushed the point everyone at Verizon wants to make telling me the promotion expired. I had to keep explaining the promotion was only placed on my account to correct the billing issue caused by the rate the sales agent had sold the service to me. I told her I didn't care what they wanted to call the price correction as long as my bill was back down to the affordable rate. She wasted 1 hour of my time tonight. Again I have the promise of a callback. I thought 2 weeks again this issue was totally resolved but it appears it is happening again.
Now I must mention the other issues I have had with Verizon. And the other hours of calls related to the LG phones sent to me originally and how I had to send d back 8 piece of junk phones with issues such as charging issues, non responding keys, screen not responding, microphone failure, etc. And the torture it took to get Verizon to send replacement Samsung phones for these units. Verizon wrongly made me purchase all of the back plates and batteries instead of providing those.
Another issue was he hassle I had with BestBuy where they couldn't sell me the phones due to Verizon having my Droid Charge showing up as an Unknown Device in the system. This disrupted the BestBuy system and cost me hours of support on the phone/ at the store/ backing up lines. Etc. Best Buy was at the point where they were just going to give us the phones because of all of the trouble. All of the trouble stemmed from how Verizon changed the phone to an Unknown device in punishment for having an unlocked device.
Another issue was with coverage at my Son's college. They had almost zero coverage and Verizon support put in a ticket to investigate. They found it was due to coverage. The agent that put in the ticket said they would provide him a range extender at no cost if they found it to be an issue with coverage. When I called back to have the range extender shipped they balked. The person on the phone pretty much called me a liar and I had to go through executive support again to have the range extender sent to resolve his problems.
All said, Verizon has an investment in me, they have provided 2 range extenders. The have corrected errors that resulted in activation fees. They corrected pricing errors by adding a counter acting "promotion". They still are more expensive than AT&T even without those line charges. Why can't I just have the original deal honored. Why does my time and investment selecting a service, listening to a sales pitch, accepting a deal, not count for anything? Why must I spend hours on the phone to get things corrected? Why was I sold a non-standard plan? Why do I have to shop again for service? Why not just honor the original deal? Why is Verizon more expensive than AT&T? Why does Sprint/AT&T/ and T-mobile have better coverage locally than Verizon?
Please send this information to the CEO.

TonyD_VZ wrote:
I'm not sure you fully read/understood my wordy post. A sales agent made an offer (verbal contract) which I used to select Verizon's service. There was no "pro ration" talk. I know most people probably physically travel to a dealer and make their wireless purchase, this was not the case for me. I did not sign a contract. I listened to the telephone salesman's sales pitch, entering into the contract on his word. I did not use any other method to "validate" his offer as I trusted him as an agent of Verizon Wireless and took his word much like you would accept the word of a car dealer if he told you the price of a car also included free oil changes and a free tank of gas monthly. If you went to the dealer and they started charging for oil changes and gas after the sale was made based on the salesman's offer, it would be a breech of the verbal contract and it is very likely that a lawsuit would award the plaintiff a victory (If there was any way to prove the wording of the verbal contract). Lucky for me, Verizon Wireless records their sales calls and a third party is engaged to verbally witness the contract "signing". Though my wordy story is confusing due to the convolution Verizon has spun into this web, the issue here is entirely based on the initial offer I accepted from the sales agent. I would not have selected Verizon's service if the offer had been $50 more per month like they are now trying to charge me.
I understood your post just fine. What I am pointing out is the fact that the customer agreement specifically states no other "contract," verbal or written, overrides the customer agreement.
"This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement. This agreement isn't for the benefit of any third party except our parent companies, affiliates, subsidiaries, agents, and predecessors and successors in interest. Except where we've agreed otherwise elsewhere in this agreement, this agreement and any disputes covered by it are governed by federal law and the laws of the state encompassing the area code of your wireless phone number when you accepted this agreement, without regard to the conflicts of laws and rules of that state."
So, no, there was no other binding contract you or Verizon entered into. Their customer agreement is quite clear about that. No analogy or comparison to any other type of service or contract applies here. You consented to the customer agreement which includes the above statement. I am not saying I agree with it or like it, but that is the contract you agreed to.
The recorded call and third party witness won't help you. It doesn't matter what the agent said, or what anyone witnessed other than the Verizon Wireless Customer Agreement. Having said that, the contract for service doesn't include pricing, only that you will maintain service for the duration of the agreement. The plan, pricing, and features are not part of it. Neither is a guarantee of an employee discount. If you have a discount that applies when you sign up for service and then change employers during that time, you will lose the original discount as it is not part of the contract. Additionally, the customer agreement states that no class action lawsuits are allowed.

Verizon bill showing I texted 8012222269 internationally and I did not

Good evening,
Some back-story:
Ever since the "premium messaging" debacle I was involved in with regard to text messaging on my LG Env3 I have reviewed closely all text message charges on my Verizon bill. On the LGE3 I received some spam text messages from some number and ignored them; not understanding I was being charged for these messages I was receiving. I had contacted Verizon before about this issue several months ago because I thought my phone bill was unusually high. The customer representative said it was my premium messaging. Foolish me was thinking ok maybe I sent some high mgb texting or something but the Verizon rep didn't go into any other explanation than that. This went on for a few months more then I finally got ticked seeing $9.99 on my bill for the past few months and I contacted customer support again and this time this Verizon agent informed me that somehow some way my number was obtained from a third party even when I was not aware of it and I must have signed up for some service. I informed him I would never authorize someone to charge me $9.99 on my Verizon bill if I had no idea what service I was getting. He said that this was considered premium messaging which is a nice fancy way of saying 3rd parties can bill you via your Verizon bill for "services" you may not even know you are receiving just because somehow your number got in a roster of contacts that these scheming places use. I googled the number of where the messages were originating and it said something about "Fonesocial" or some such I had never heard of before. The Verizon rep this time said that they could place a block on all premium messaging on my phone and they agreed to credit back six months of these charges because I had called about them before and was offered no assistance or explanation by the customer agent i spoke with several months back when the charges first appeared. (Normally I get good customer service support from Verizon but there are times I get people who are not worth wasting my breath on) Another thing Verizon doesn't state up front is that your phone isn't automatically set to default of blocking third party messaging. You have to take the initiative to do it rather than it being set up that way to begin with which I think is a huge inconvenience and unfair to the customer because you shouldn’t have to go through a mess and receive extra charges before realizing “premium messaging” in Verizon language means “we are going to let 3rd parties text you absolute junk and charge you crazy fees then pay them while we charge your bill oh and by the way we don’t really bother to ask you if you are aware of how you got signed up for this 3rd party’s service or if you even know what you are getting”
Now....to my current issue that I wonder if anyone else has...In October I upgraded to the Apple Iphone 4. I was reviewing my recent bill and noted that I incurred $2.50 of text message charges when I have an unlimited text plan. The bill charge details gave off the appearance that these were international text messages. My thought was that when I switched to the iphone and changed data plans my block of premium messaging got removed and I was incurring text messages from this number. I called and spoke with a Verizon customer service rep today and she said that the messages were sent from my phone. I informed her I did not send the messages I do not know anyone internationally and I would not be texting internationally. I asked if I had the premium message block on and she said that yes the block was still on and she could block me from receiving text messages and calls but that she could not place a block on a text message I sent. I said again, ma’am I did not send these. She said she would try to get me some type of customer courtesy credit for the $2.50 and I said it is $2.50 that’s not a lot but my point I’m trying to make is that I did not text this number I do not know this number and you can’t tell me what was said to this number in text messages that are stated to be originating from my phone number. The first text message from my bill began on November 26th. I was flying that day…landed in Orlando Intl. airport. Then the 4th of December, two on the 13th of Dec, one on Dec 16th one on the 23rd 3 on 12/24 and one on 12/25. I asked Verizon rep if someone could have hacked my phone and she said if my number was cloned I would have incurred all sorts of phone charges on my Verizon bill so my number would not have been cloned. She said maybe someone got my phone and sent the messages I told her I keep my phone with me at all times and it’s locked. I expressed the concern of what the messages may have said given my current employment situation the thought of having messages fired off to a supposed international number referencing my number as origination point and my not knowing what the messages said causes me great concern. I could tell the Verizon rep was getting irritated with me and I was getting irritated though I kept saying I was not upset with her personally as I knew she was just doing her job but either there was a data validity issue with the Verizon billing service or someone was able to somehow send text messages referencing my number and that was what concerned me how my number could be co-opted like that and Verizon just bill me. She said that I would have to get court order subpoena for them to see what the messages said. She said that at first she thought I was just crazy and then apologized for telling me that but then she realized I must really be upset based on the tone in my voice and I wasn’t just trying to get out of $2.50 charge. I said I was very upset because there’s no explanation being provided as to how Verizon records show I sent texts to a number and I didn’t send them. These were a quarter a pop. Next month what if there are even more $$ involved. She said she had not had any other complaints like this before but did grant me the $2.50 credit after speaking to her supervisor. Still no explanation from Verizon and I had to say over and over again to the representative that I did not send these messages and there is no way anyone could have just picked up my phone and sent them. I understand that customer agents have to be skeptical of callers saying they didn't do something to incur a charge but I have been a Verizon customer for almost ten years now and I have better things to do than engage in an argument over $2.50 without good reason. I Googled the number 8012222269 and found several people complaining about receiving messages from this number but no one stating that they have been accused (via billing) of SENDING messages to this number. Has anyone else been saddled with charges of text messages to a number they did not send and HOW technically speaking is this allowed to happen? How is this NOT a data validity issue? I am well aware there are people who will take a phone and text but based on the dates and times referenced on my bill detailed charges it is just not possible. I was in a plane in the air when the first message was sent on 11/26 and I had my phone off. To add insult to injury I think the Verizon rep still things I'm just making a big deal out of this and I MUST have texted this number and just didn't realize it or someone obtained my phone and did it. In other words...no problem on their end I'm just a nut but they appreciate my patronage so they will extend a courtesy credit for $2.50. I have to say...as much as I like to laugh at the AT&T people in my office that have service bars when I've got this great Verizon coverage...I feel a bit kicked in the teeth. Otherwise I would have never signed on to this forum for discussion. And look, I want honest people who have been having issues with this please if you want to come on here and spam/flame me about how I am too stupid and need to read fine print blah blah just jump off a log I am not going to respond to you and you will not get a rise out of me. The issue here is text messages coming from MY number showing up on MY bill that I DID NOT and could not have sent. Thanks.

You said "The messages i received when i did not have signal are not showing up."
How do you know received them?
If the sender got a message that the Messagers were not delivered than they were never delivered and the only way for you to get them is for the sender to resent them

Does the network extender work in "extended coverage" areas?

We are going to be at a cabin in a rural area that is in "extended 3G" / "extended digital coverage" according to the verizon coverage map (a few miles east of Arnold, CA).
As the cabin has internet (we go there every summer), will the network extender work given that it's in an extended coverage area? I usually get 0 bars when I am at the cabin and it would be nice to be able to make/receive calls on the cell phone without having to drive into town several miles away.

Hello norm_!
I'd be happy to clarify the Network Extender functionality. I looked up your Arnold, CA location, and unfortunately, the network extender will not work in this area. I apologize for the inconvenence, and I do hope you have a wonderful trip!
Thank you,
MichelleH_VZW
Follow us on Twitter @VZWSupport

Any way to boost mobile coverage in weak area? Android

I go to a place in the Colorado mountains right on the edge of Verizon coverage. I used to get consistent mobile connectiviity, but now sometimes I don't. It shows one bar, but calls or texts may or may not go though. Does anyone know of anything I can do with my phone itself to increase the likihood of successful phone coverage? I have a Samsung Stratosphere.

Hey there, userx! Thanks for sharing your service concerns. We want to be there to support you, too! I don't know of a way to boost service on the device itself, as it's designed on a fundamental level to capture the strongest signal available. I don't know what this place in Colorado may be, but I may have another suggestion. If this place is a residence with high speed/broadband internet, you may also consider a Network Extender: http://vz.to/IHRT6h. My father loves his!
DionM_VZW
Follow us on Twitter www.twitter.com/vzwsupport

How does a large company like Verizon think they can treat their customers this way?

One of the basic phones on my account was lost. I called to see if there was an upgrade available. They said that the only one available was on a different phone which was a smart phone. I was told I could transfer the upgrade to the basic phone. Twice, I asked for verification that this would have no impact on the smart phone nor on the data package. I was VERY adamant that if it would affect the smart phone or data plan in any way, I would just pay for the basic phone replacement outright without upgrade pricing. Since I was assured that my plan would not change, I went on a mission to find the appropriate basic phone replacement. I started out at a Verizon store where they again assured me that I would not affect my plan in any way - the upgrade would just transfer. They did not have the phone I wanted in stock but suggested that I check at the other vendors to see if it was readily available. The phone was for someone who was leaving town in 24 hours and I needed it right away. I located one at Walmart and it happened to be a $.97 phone with upgrade or $39.99 without upgrade. Since I had multiple assurances from different Verizon direct sources, I purchased the phone st $.97. Now, my nightmare begins. Walmart is no longer able to call for upgrades, they have to register with a chat line and wait for someone to respond. After 45 minutes of waiting for the chat to respond, I called from my own phone directly to Verizon for the upgrade assistance. AGAIN, I was assured that the transfer from smart phone to basic phone would not alter the smart phone plan in any way and they proceeded to assist the basic phone upgrade. Of course, they had to shut down the smart phone, transfer the upgrade, and then restore the smart phone in order to activate the basic phone. It took an additional 45 minutes to complete the activation - WAY longer than I had anticipated but it was done. Both phones were up and running and I had accomplished what I needed to get done. Ten days later, I went on My Verizon and I noticed that the data plan for the smart phone was only 1 GB. I immediately called and received assistance from a very nice customer service rep who recognized the problem right away and gave me the steps they would need to take in order to correct the problem. Once again, I was assured that the data plan would remain at unlimited. She was concerned that the data usage would overrun the 1GB and upped the plan to 6GB so that I would not unwittingly incur overage expense while I was waiting for the correction to be done on my account. So very thoughtful! However, they had to send it to the correct department to have the unlimited data returned. I would receive a call in 48 hours to verify that all was fine. Meanwhile, I got extremely ill and did not get back to them until 2 weeks later. Of course, NO ONE FROM VERIZON EVER returned the 48 hour call. After waiting a half hour for assistance, a message came on that the service center was closed for the evening and gave me the hours of operation so that I could return the call. Annoying, but it was late at night. Got up early the next morning to call at 6:30 AM and all hell broke loose. I calmly explained my dilemma. They said they understood and they would check my plan for verification. She came back and said that I was wrong that I still had the unlimited plan but it was on a different phone line now. UMMM, no, that phone always also had unlimited data, and reiterated the correct phone number to check. She verified that the correct phone indeed was at 6 GB (as previously mentioned in this post) and since unlimited was no longer available, I could not add it arbitrarily to another line. Again, I explained that I already had the unlimited data and that Verizon arbitrarily withdrew it. I was assured it would not change and was told that someone from some unseen higher department was supposedly correcting the problem. "Oh, now I get it!", she says. She would be glad to lower my phone bill by reviewing my entire plan and changing it to a lower monthly fee! WHAT, how do we go from incorrectly recorded data plan to revamping my entire plan so that I could lower my monthly fees? Then she tells me that they had appealed the data plan change and it was denied? What did I expect? I had upgraded my smart phone. HUH? What appeal, are there copies, was it correctly identified for approval, how did we get to this point? I requested a manager. This devil in disguise tells me they can do what they want because I signed a contract that upgraded my smart phone! NO, I did not! It clearly stated the basic phone number! A few more unprofessional barbs from her and again I ask for management as well as the procedure and phone number for the Utilities commission or whomever I would register a complaint with. She tells me that she has no idea what I am talking about. She would google it for me. However, if I would just let her adjust my plan, I could lower my monthly bill. Not once did I ever complain about my monthly bill! (Although I should at $300 a month). I asked if she was refusing to help me register my complaint. She told me I was refusing her help to lower my bill! NOW it becomes a shouting match. She finally agrees to escalate this to an additional appeal but don't expect anything because they won't approve it. Someone will get back in touch with me in 24 hours. I'm at 48 hours plus and no return call. However, thank you for being a satisfied customer since 1995! BBB and FCC are next on my list. You can also be sure that I am researching alternative companies for my next loyal 20 years. I don't understand how they can say or do what they want and get away with it. This is at least the third time they have given me assurances of service and it never came through or they basically told me to pound salt, they can do what they want. It is a shame that I have to change companies because I can no longer tolerate their lies and deceit. Verizon coverage is undeniably the largest by far, but I am sure I will be able to find service with other companies that will do just fine. PS! After all of this, that darned lost basic phone was found!
Subject was edited by: Verizon Moderator<<>>

Today, my FCC complaint hit the same person working on the BBB complaint. Jimmie has been very nice and seems willing to work with this problem. We have been able to come to an agreement. I paid the purchase price for the phone and he returned my upgrade and unlimited data plan. This is what would have occurred if Verizon had given me correct information to begin with. I am happy with this result. He also brought quite a few instances concerning the handling of my transfer and upgrade that did not follow proper procedure. I am also confident that I would not have resolved this without complaining to BBB and or FCC. Verizon had no interest in solving the problem nor did they show any propensity to keeping a 20 year client. Even though this last CSR was very polite and helpful, his sole job is to respond to formal Federal and State complaints. He is required by law to address every complaint and report the reporting agency the agreed upon results - good or bad. Again, I suggest - If you are not getting the proper customer service, complain to someone outside of Verizon. Jimmie had not received any complaints registered with Verizon directly and I still have not had any contact with any other management representative that I was told would call.

Verizon service in Baja South, Mexico?

I have a GSM phone and was thinking of buying the $15 Mexico calling plan but I am told there is no or extremely limited Verizon coverage in Loreto and other parts of Baja South. Has anyone tried to get Verizon coverage there?

Hi, I am typing this on my laptop. nancy and I both have Apple iPhones (5)
that are about 3 months old and working very well. We can use them for
email and other transmissions on the WIFI of our hotel, but we have no
phone or message service as per the Canada-Mexico plan that we signed up
for, and which is showing in our account use indication (zero minutes used).
So, the problem is our RECEPTION of Verizon phone service here... we have
ZERO BARS (dots, actually) and the words above that spot on the home screen
say "No Service."
I do not think we have what you call a 'port in from another carrier"...
but that is professional phone company jargon and I do not know what you
mean. I just know that we can neither make nor receive phone calls on
either phone ... and we also have no message function either.
Please let me know if we need to adjust any other settings on our p hones.
We followed instructions of Verizon/Seattle and the call-in customer
service and have TURNED OFF our cell data function, as we are not
subscribed for international DATA ... we get plenty on our WIFI.
We understand from other folks here in Puero Vallarta (Mexican state of
JALISCO) that they are getting Verizon reception. The locals all seem to
be on TelCel.
I look forward to your help getting the service we are paying for already
so that it works. The "dead" phones are a total mystery to me.
George
On Sun, Feb 16, 2014 at 8:45 AM, Verizon Wireless Customer Support <

Verizon coverage

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