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No cell service in rural Calif

My mother has not had cell service at home in the 93930 area code for almost a week. She has to walk out to the road to make a call. At 78 years old, this is unacceptable. Verizon was the only carrier that worked in her area and now it doesn't work either. When we finally reached someone at Verizon, we were told her address had no service because satellites had been refocused to support fire fighting areas in California. If true, that is unacceptable. Verizon should purchase more bandwidth if needed, not stealing from paying customers who also need service. She did not have a landline any longer and relies on her cell to communicate. I was told the issue has been documented in her account but the person could not say when, or even if, the issue would be resolved. This is not acceptable.

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Re: No cell service in rural Calif

Community Manager
Community Manager

Good morning, 2018aggravated, and thank you for taking the time to reach out to us regarding your concern. As the heart of our Verizon family, it breaks our heart to hear that you're having this feeling, and it's vital we review this further and look into the options we have to get this fixed for your Mother. Let's start by gathering more details pertaining to your Mothers location. Has there been any recent construction, or severe storming in the area associated with the ZIP Code you've provided? Also, can you confirm that a Network Reset has been completed since this signal trouble has started to happen? In the event a Network Reset has not been processed, this would be a step we recommend. After completing this step, if you feel as if there's been no changes towards the service, the next step would be to perform a SIM card removal. To start, power off your device, and then use something short and sharp similar to a toothpick or paperclip and insert this into the SIM tray. Pull out the SIM try and let your device sit for a minute before inserting the SIM card back into your tray and powering on your device. After the power cycle has completed, ensure that the Cellular Data has been turned off and back on as well as Wi-Fi. Now, confirm that the Airplane Mode setting has been turned on and off. In the event you're still experiencing service trouble, please reach to us on Twitter through our handle : @VZWSupport, or you can reach out to us on Facebook : http://www.facebook.com/VZW.

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Re: No cell service in rural Calif

All of those actions have been completed to no avail. If she drives to the

highway, she has service.  It appears service at her address of [removed] is no longer strong enough to register

on any phone, including a 4G LTE.

Content modified as required by Verizon Wireless Terms of Service

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Re: No cell service in rural Calif

Community Manager
Community Manager

2018aggravated, we understand that having service available nowadays is essential. We would like to guide you with some troubleshooting steps to ensure we do everything in our hands to get the service going. It is necessary to have the device with you to guide you with the steps. Please let us know if you are able to obtain the device to continue.

GeorginaG_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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