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Very poor cell reception at my house

Over the past 2 years we've noticed that the quality of the cell service is very poor (dropped calls, poor quality, data does not strea, etc).  I've called technical support about 6 times the past two years, including this morning.  Each and every time the tech support person goes through a choreographed list of questions and diagnostic tests.  Each call we identify the cause of the poor service:  my device hardware/software, terrain surrounding my home (trees/hills), quality of my ISP (still not sure how this interacts with cell reception), and my house structure.  NEVER once has a technition suggested the Verizon product could be at fault.  NEVER once has Verizon offered to monitor the service at my home.  NEVER once has Verizon indicated they will investigate the cell towers that provide service to my home.  It seems the consistent problem determination per Verizon is everything but Verizon (I'm usually on the phone with a rep for >1hour to identify any possible issue other than Verizon).

<<Sigh>>

I've been a continuous customer of Verizon Wireless (and it's predecessors) since 1989.  I would have thought they would offer constructive solutions given my loyalty and money I've paid them. 

AT&T has really good service at my home.  Time to switch!

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Re: Very poor cell reception at my house

I know what you mean! There are data issues in my area too. Just spent an hour of life on the phone with Verizon Tier 1 and 2 tech support and they only want to ask the same questions over and over and ask me to take out the sim card etc. RIDICULOUS! I can not wait for Comcast's WIFI phones! Verizon is the worst and they have some of the dumbest tech "support" people ever! Loyalty means nothing! We need more telecom competion in this country!!

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Re: Very poor cell reception at my house

Leader

Verizon, nor any carrier, will guarantee service inside your home.

If you have WiFi calling capable device then enable that feature and you're good to go.

If not, then you should heavily consider a service that will provide phone calls in your home. You can still get land lines.

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Re: Very poor cell reception at my house

Community Manager
Community Manager

I’m sorry to learn that you have experienced service issues at home for the past 2 years, CustomerSince1989. You are a valued customre and our number one goal is to provide you with the best wireless service possible. While Structural interference and other factors outside of our control (See more on factors that impact service: https://www.verizonwireless.com/support/troubleshooting-wireless-signal-coverage-video/ ) prevent us from being able to guarantee indoor service, we are committed to explore ways to improve your wireless experience at home. What is your phone model? I can confirm if it has a WiFi calling feature, which will certainly improve your calls’ quality at home if you have WiFi available: https://www.verizonwireless.com/support/wifi-calling-faqs/

AntonioC_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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Re: Very poor cell reception at my house

Community Manager
Community Manager

Your time is valuable to us, cynthiaurbytes. I’m sorry that you had to spend an hour talking to our tech support team and the same questions were asked multiple times. We’re committed to explore ways to improve your wireless experience. I understand that you have removed/reinserted the SIM card and the issues continue. Can you please confirm the specific Verizon Wireless service issues that you are experiencing? 

Aside from removing/reinserting the SIM card, what other troubleshooting steps have you done? I don’t want to ask you to do the same things one more time. You are a valued customer and we don’t want you to even consider a move from our wireless family.

AntonioC_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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Re: Very poor cell reception at my house

Member

I have the new Samsung 8+ and my tenant has the new Iphone 7. Our reception since getting these new phones has been terrible. I purchased a new router..no change..I also have a previously installed extension antenna I purchased from Verizon a couple of years ago. If this reception does not improve, we may be forced to switch to another carrier as we both have our cell phones for business and this level of service is totally unacceptable for the price each of us pays every month. Thank you for looking into the strength of the signal coming to our address. [removed] Pittsboro, nc 27312.

Personal information removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

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Re: Very poor cell reception at my house

Just to clarify in my original post:  the poor reception is not just in my house; it is also in the backyard, the front yard, and any vicinity near my house (In the street, down the block). Verizon refuses to acknowledge the poor quality service.  Instead we spend my time to run diagnostics which could lead Verizon to blame my device, the software on the device, the home structure, etc.  Please, Verizon, devote your resources to evaluate the poor service in my neighborhood.

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Re: Very poor cell reception at my house

Member

I've been going through the same thing.  Calling Customer Support and answering the same questions over and over, then ultimately there being no solution to my problem.  After multiple calls, and on the phone for over an hour this morning, I finally get told I am in a marginal service area.  Go a quarter mile in any direction, and the coverage is fine.  I've finally had enough.  I'm on call for emergency services and when one of my employees had a significant incident last night, attempts were made to call me and my phone never rang.  I received a VM, yet no incoming call ever showed up.

After being on the phone with Customer Support, I was first told that although it won't solve the entire problem, a network extender for the house would at least ensure coverage when at home. I was told they would supply it at no cost.  After bring transferred to "Tier 2" support, they told me it would cost me $250.  Really?  I've been a customer since 2003, pay $350 / month for 5 lines, Verizon admits they are supplying "marginal coverage" to my area, they told me it would not cost me anything, then they are brazen enough to ask for $250.  After another 10 minutes of displeasure, they credit me another $57 to get it around $200.  Out of necessity, I paid it so I can at least be confident (I hope) of getting emergency calls for the near future, however I'm actively going to find a new carrier that can offer better coverage for I'm sure less money.

Sorry Verizon, you had a chance (several).

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Re: Very poor cell reception at my house

Community Manager
Community Manager

I’m sorry to learn that you are considering a move from our Verizon Wireless family, Sheepdog11. You are a valued customer and we certainly want to serve your wireless needs for years to come. 

 

In review of your post, you indicate that our tier two tech support team has determined your area to be of marginal coverage (https://www.verizonwireless.com/support/signal-concern-resolution/). This means that service in your area can fluctuate due to factors outside of our control, and indoor service is even more challenging due to structural interference. I understand that you purchased a Network Extender, has this device improved your indoor service?

 

 

AntonioC_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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Re: Very poor cell reception at my house

Novice

I don't know of any cellular provider that guarantees service in the home or office. Radio waves are changed or decreased by a lot of things. I have a tower a quarter mile from my house, however I am halfway down a hill and I have three houses higher than me. I get acceptable service in the house but when I step outside the service is great. It will be hit or miss to find another service to get you better coverage in the house which depends on how close you have a transmitting tower. And I've been a Verizon customer since 1993 but I still understand when I don't get perfect reception in a structure. That's not the carrier's fault, that's just the nature of radio waves. Good luck.

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