Help - No longer getting service; Customer support unresponsive

[lath19]

We switched from Sprint to Verizon about 9 months ago and everything started off great.  About 6-7 weeks ago we stopped getting service at our home (or anywhere within a half mile).  There are no service outages listed but something with a nearby tower must have changed.  I called technical support and after a few questions was put on hold for 90 minutes until I gave up.  I attempted to chat with somebody and after 30 minutes was told to call technical support.  I attempted contact on Twitter and didn't receive a response.  Needless to say my first experience with VZ customer support has been pretty awful.

Is there an efficient way to actually get help?  If the lack of service is going to be a long term problem then I'm fine switching carries and having them pay my ETF.  I'd rather not go through the hassle but if I can't speak with somebody who can help I'm not sure what other choice I have.

Any help or tips would be much appreciated.

Brain

[vzw_customer_support]

@lath19

I am so sorry to hear of the problems you're experiencing with our network at your home!  I would love the opportunity to assist you with your service.

In what zip code are you experiencing problems?  How is service when you're outdoors at this location?  Are you having problems with calls and/or data services?  Please let me know so that I may further assist.  Thanks!

AnthonyTa_VZW
Follow us on Twitter @VZWSupport

[lath19]

Hi Anthony -

I'm in zip code 90808. The problem is mostly data though calls can be

problematic at times (currently at 1 bar). When I leave for work in the

morning the data doesn't connect until about 1/2 mile south of our home. If

I go on a walk around our neighborhood it will occasionally pick up a 3G or

4G signal for brief period of time.

Everything was working great for the first 7 months after switching to

Verizon. Then one day both of our phones stopped getting service which

leads me to believe something happened with a nearby tower. Maybe a tower

was moved, something broke, etc. Any help you can provide would be much

appreciated.

Brian

// Sent from my Galaxy S4 //

On Jun 20, 2014 5:23 AM, "Verizon Wireless Customer Support" <

[vzw_customer_support]

Thank you, Brian. Coverage looks good in the area. What devices are you using? Have you attempted removing the SIM card to refresh the network?

AndreaS_VZW
Follow us on Twitter @VZWSupport

[lath19]

Hello, this did not help on either phone. Samsung GS4 and LG G2. Any

friends who visit our house and have Verizon no longer get service so it's

not a phone problem.

Brian

// Sent from my Galaxy S4 //

On Jun 22, 2014 6:51 AM, "Verizon Wireless Customer Support" <

[dorothaj]

We have the same problem--started just last Friday.  They say we are now in a marginal zone for voice calling-I believe they must have made a change to the nearest tower to boost data (which works just fine) to the detriment of voice calling. I am at a loss to know what to do--we have 5 lines and have been with Verizon for 13+ years--had great cel service--just a few problems with phones-now can't make or receive any calls from home.  What can we do?  Surely they have to let us out of hte contract if they can no longer provide service?

[LRVassar]

dorothaj wrote:

We have the same problem--started just last Friday.  They say we are now in a marginal zone for voice calling-I believe they must have made a change to the nearest tower to boost data (which works just fine) to the detriment of voice calling. I am at a loss to know what to do--we have 5 lines and have been with Verizon for 13+ years--had great cel service--just a few problems with phones-now can't make or receive any calls from home.  What can we do?  Surely they have to let us out of hte contract if they can no longer provide service?

You need to create your own thread.

[vzw_customer_support]

lath19,

That's a great call out. If multiple devices are having the same issue while in your home area, this may in fact lead us to believe this is a network concern. Have we submitted a ticket in the past 30 days?

EfrainM_VZW

Follow us on Twitter @VZWSupport

[lath19]

The only "ticket" I've opened is this one. I called technical support who

put me on hold for 90 minutes. I attempted to chat and they told me to call

tech support again. What else needs to happen for somebody to check the

network/towers?

Brian

// Sent from my Galaxy S4 //

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<http://support.verizonwireless.com/clc/> Help - No longer getting

service; Customer support unresponsive created by Verizon Wireless

Customer Support

<https://community.verizonwireless.com/people/vzw_customer_support> in *Verizon

Wireless Services* - View the full discussion

<https://community.verizonwireless.com/message/1103002#1103002>

[lath19]

Any help on this? I'm really trying to not switch carriers but you're

making that difficult.

Brian

// Sent from my Galaxy S4 //