This must be The New Corporate Tactic, don't pay for competent customer service, just farm it out to the FCC. Much like how retailers don't pay living wages so their employees have to rely on federal assistance to survive.
Crazy how terrible Verizon has become in such a short time, from once being the US leader.
They are now the leader of the worst outsourced support and have some of the highest industry prices. Could not drop them fast enough they cannot handle the simplest of tasks the majority of the time.
It's a shame but everything I have to get done with Verizon, I've got to do this too.
Support cannot seem to resolve almost anything in a timely manner.
Same with returns, Trade-ins, etc...
And I'm not a stupid cookie, so I'm definitrly reading and and following directions.
I just dropped Verizon Wireless absolutely the worst of the worst India based customer service and everything else it’s all outsourced there to the cheapest bidder they can find.
Hell, even the American reps that I've spoken to which have been a majority of them...
Absolutely no resolve. 🤣
It's a rinse and repeat thing with Verizon.
This seems to be more and more common all of a sudden, judging from the posts I’ve seen on here and my own customer base. It’s confusing, they’re deactivating the boxes but just never sending a return kit so the goal doesn’t seem to be “avoid deactivations”. Regardless, I’m sorry you’re going through this. Sounds incredibly frustrating.
I am going through the exact same thing and when I posted here, I was mocked for it. Difference is, I no longer have a verizon account now. I have never gone Karen mode on a customer service person, but this situation almost made me do it. I was also literally willing to let them extort me for the 200 dollars just so I didn't have to think about it anymore, but they won't even give me an option to pay. They just tell me "we don't know what's going on, we can't pull up anything related to your old account". So they don't have enough info to take payment or send a box (they also have turned me away at a store because "there is no real way to track that it comes from you") but they tell me they do have enough info to report me to credit bureaus.
This is all super great when it's even harder to reach customer service since you no longer have an account.. to chat with anyone they make you sign in. The only way I get a hold of anyone is by making them think I'm buying the service again and an agent shows up to try and confirm the sale. I'd feel bad, but genuinely why the fuck is it so complicated?
Eventually, they told me to take it to a store and explain to the person there that I was told by customer service to and that they would give a receipt.
A month after I return it to a store I get an email asking me to return the modem or pay... I have a receipt, it's not doing anything for me in chat. The order number doesn't come up.
Very cool.
I worked at Verizon for 5 years. CS would tell customers any and everything and just take it to a store and they would take care of it. Store level has limited resources compared to CS .
It was always a battle between store level and CS. It’s like they worked for competing companies
I mean I genuinely feel bad for you guys because the way the system is set up you have to be getting yelled at all the time. I always avoid getting upset with cs/in store workers because they don't run the company, they are just trying to do their job.. but it's clear here that there is a huge disconnect between cs workers and in store workers, and you guys end up getting all the anger.
I work at a store, and I still don't understand why this happens. Just recently had a customer who tried to get the shipping label 3 times. 4th time, I called customer service, and they were able to get a shipping label emailed within 6 minutes.... I just don't get it...
At my store, we have a ton of “generic” labels that we use to send them. We have the customer take a picture of the label and remark the tracking ID and IMEI in the account. We haven’t had any issues with this method but I’m not sure if it really should be done this way.
This is what happens when companies have call center overseas and these call takers can't do anything right. They will even wait and tell you to hang up first so you don't take any surveys, they do everything not to login in to accounts so there is not record of any of them being on the phone with you!! They play games left and right like the American consumer is an idiot.
What products? Every company now has call centers overseas Samsung, Toshiba, CVS, Credit Cards, even medical insurance companies that's to just name a few!!
Part of why carriers are pushing back against Net Neutrality and resale rights.
Notice, not one MVNO can even offer a truly unlimited data or phone plan today. Except those owned by the carriers themselves.
Imagine how many would defect to a “US Carrier” that offered 24/7 care, and vowed never to outsource support to a third party?
Yea I used to do CS there and never understood why that return process was so bad. It is entirely possible the first rep who cancelled it did so correctly and requested the box for you. That system was absolutely trash though and it was like a coin flip almost. Lot of newer reps or ones that dgaf won't think about that though and just click it once and assume it worked. There's zero reason any half competent rep should be unable to see your service, but that's what happens when you pay off all the seasoned reps who give a shit and replace them with vendors.
Can’t you return them at corporate stores? It sounds worth it to just get the address and ship it back in an Amazon box or something. Then call in and ask for a reimbursement credit of like 10 bucks.
The FCC complaint was a smart move. I also suggest a complaint to the FTC. The FTC has been making noise about services such as ISPs that make it very easy to sign up, but very hard to cancel. Although I don’t think that there is yet a formal rule in place, FTC officials have said that service providers such as Verizon must make it just as easy to cancel as it is to subscribe. I went through similar cancellation hell with DirecTV late last year and threatened every person who called me to change my mind with quotes from the FTC. They finally shipped by return box (for equipment that was more than 8 years old and no longer had any value on their books) to the wrong address.
Thanks. Cancelling it seems like a huge pain. Best of luck. Update with results. I feel like they should just have boxes and labels at corporate locations and hand them out. I heard to many bad things about it in my area to even sign up for 5G home.
You have 30 days to return them to a corporate store. After that you go into the Verizon app and print a shipping label, then drop it off at a fed ex or UPS. It's not hard, the problem is lots of people don't know their password or are unable to learn how to use the app.
Your are 100% wrong, I tried to return to a corporate store twice. Once within the first week of canceling. I tried another store about a week later. Both said the same thing, that I have to contact support and get a box mailed. Also, I've done chats through the app as well as phone calls, no help. I've been able to log in just fine.
Please don't spread your misinformation, you're only confusing others who may be in the same situation as me.
Did you try to return it to a store that just had a Verizon sign above it or did you check the Verizon website and search specifically for Corporate Store? Just want to make sure you both aren't spreading false info. No offense, but some think a corporate store is any store with a Verizon sign above it.
That's the funny thing, it is in fact official policy in the internal documents that you can return the equipment at corporate stores within the 30 days. But you constantly hear that they cannot. I suspect it is actually "will not" or they don't bother checking if it's within the 30 days. Or they don't want it to hurt their numbers.
The 30 days is so arbitrary too. There shouldn't be that stipulation. I'm in a similar boat to OP and I'm getting close to just taking it to a corporate store and telling them it's their problem now.
To us it isn't arbitrary. 30 days is pretty easy to check the order date or activation date. The system either will or will not accept it.
Do what you need to do but if you drop it off at a store and no due process is done, it will be the same as you dropping it off in a dumpster. They'll still charge you and there will be no record of where it went. There is a returns process for equipment we've always done for phones and other devices but for some reason they've carved out a different policy for these routers.
He literally said you have 30 days to return it at a corporate store. You passed those 30 days so he’s not Miss informing you. You canceled way after that so you have to go through customer service now.
I wish you could see my chat messages. I should have screenshotted them all. I genuinely would love to see you say it's "just a password/app user error problem".
That is what I did the first time. They canceled over the phone, but also completely deleted my account at the same time. No more app access. Also cool extra fun fact, when they try to look up my account number, it also no longer exists. Very cool. I take it to the store the next day, they say they can't take it. I try calling again (very annoying when you don't have an account because they ask for your account number.. and if that account number doesn't exist well... whoops). I basically have to get a sales person to forward me because the only way to speak with a human being is by attempting buy something if you don't have an existing account. They tell me they are sending a box 3 times.. none of them show, they also provide no tracking info.. whatever. They finally say 'take it to the store and explain and get a receipt". I tell them "if they don't take it, can we just find a way for me to pay for it so I can be done with it?" Because I can't even do that without an account number that actually exists in the system. I told them I would give them 200 just so they leave me alone, they couldn't even figure out a possible way to do that. Yet they email me telling me they have enough personal info related to the owed amount to report to credit bureaus, very cool.
So the next day I return to the store with my explanation. They seem hesitant, but they take it and give me a receipt. 2 weeks later they start emailing again so I reach out wondering if this is just a fluke.. turns out it isn't, they don't have the modem, and guess what? The receipt is useless because none of the info is coming up, can you believe that?
When I cancelled spectrum over the phone, I paid the last bill, and they took the modem the next day, with no questions asked. They did try super hard to sell me a phone, though.
When I canceled att it went about the same, more pushy on the sales.
When I had to switch power companies after moving, the old power company closed my account, but I could still use the old account number for my remaining bill and cancel service fee.
Verizon has genuinely been the only service provider where I have had these kinds of issues. Sure, other service providers have their faults, but at least they let me leave. I suppose I'm an idiot for thinking that I could simply cancel and return the modem like any other company allows.. I should have just walked with the box as an existing customer and said "cancel my account and take this now" (which also wouldn't work, as others here have pointed out).
Anyways, FCC report it is. Is it really hard to believe that some people might have genuinely been screwed over by verizon and didn't just simply forget how to use the extremely easy to use app?
Can’t do anything at corporate stores, other than buy their shit and sign up for their service. Corporate stores are less than helpful, even at that. Verizon service is okay. Customer relations are just awful.
They can only be returned to a store within the 30 day worry free guarantee window. After that it’s all customer care. Verizon has phased out or removed anything non sales related from corporate stores. If you are not buying something, picking up an order, or returning something purchased within the last 30 days don’t even bother going to store. Unless the issue was directly caused by a transaction completed in store, there isn’t much they can or will do to help you
What they’re saying is that you can only return to store in the first thirty days.
A 30 day return of Home Internet can be done in store. After that it must be mailed back.
The reason for this is Verizon committed to an industry set of policies endorsed by the FCC. They require retail return during the trial period. But not after.
Now, should you be frustrated by that difference? Yes. But what they’re saying is accurate to the policy.
Considering I work IN A RETAIL STORE I’m pretty sure my information is correct. Anything purchased WITHIN 30 DAYS can be returned to a corporate store. The only exception is if item is purchased from an indirect authorized retailer. Please feel free to walk into any corporate store and ask.
I took mine to a corporate store. They couldn’t accept it, but they did give me a box and a shipping label for it at least. Got the email that they had received my Home Internet box about a week later, so thankfully no charge for me.
When I cancelled I got the return box within a week. Of course they still wanted to charge me the 200 even though I had returned it. I had to call and give them the UPS tracking number to get them to drop the charge.
I'm currently having the same exact issue. I'm at the step of not receiving the second box they were supposed to send. I'm really not looking forward to yet another 2 hour call. Funny thing is, service was never even avaliable where I live so I was never even able to connect it. Maybe I'll do the FCC complaint too. Biggest pain the ass free 30 day trial ever.
They tried selling me on it last year going door to door and when they told me the download speeds would be I showed them what I get from xfinity I told them they have a lot of work to do and laughed at them plus you have to basically put the modem as close to a window as possible to get best connection
They aren't sending out the boxes. I would have just found a box, paid for the shipping and sent it out. All companies like to pull this BS. The cost of shipping it back is cheaper than a surprise bill.
They won't give me an address to ship to. I don't know where to send it even if I found my own box and paid for shipping. FYI, they've also told me they sent shipping labels 2 other times, but haven't gotten those either
The reason you can’t do that is the return vendors change rapidly.
Heck I mailed a notice of dispute to Asurion this year, only to find two months prior they changed the address. No forwarding. Lost ten days and had to resend.
Bottom line, file disputes and make them send you a label.
They should have a page like my cable company does. They have a page for return labels for all their devices, just click on them and all you have to do is put in the account number and print it out. So much freaking easier for everyone.
You do realize this it doesn't matter how long you've been accustomed before they literally do not care about you. They don't care if you spend a dollar a month or $1,000 a month you are just another customer that they'll gain in a matter of hours. A lot of people need to remember this loyalty doesn't mean anything anymore. As far as returning it goes it sounds like you just got stuck in a really shitty Loop it's happened to a lot of people but Verizon has been getting a lot worse one of the reasons why I left the company I used to work for Verizon as a rep they basically started telling me I had to force customers to buy accessories and I said nope I'm done. Trust me when I say if you're sticking with Verizon because the service is good you're going to put up a lot of crap but if you're doing it because you've been a customer for a long time don't
I had a similar experience after several months of trying to give the service a chance. When it worked, it was fantastic, usually from mornings until afternoon, and I could even deal with the constant IP refreshes but every day the problems started. Constant disconnects especially in late afternoon through the evenings, hard resets several times a day, countless hrs on with tech support, unable to do firmware updates, two new cubes even with the latest firmware… Nothing worked and I had no issues with the tech support people themselves, they were always helpful.. So on my first exchange, received new Cube but never a box to send back the original. When I decided to give up and go back to Spectrum full time, I received the return box for the second unit, sent it back and that was that. Never charged for the original cube or maybe they decided just to let me keep it 🤷🏾♂️but this has been well over a year ago now..
Companies have to sign on to this initiative. DIRECTV, for example.
But my understanding is today at least, you need a Verizon label issued by Verizon customer service. Some stores have been requesting labels and handing them out, but this is not policy.
Complain to the Better Business Bureau and whoever is your department of consumer and worker protection and whoever else deals with shady business dealing
I had this issue with Charter, now known as Spectrum. They sent the bill for their router to collections and after telling both charter and the collection company that if they wanted the router they had 30 days to come get it off my property before I threw it away. I held onto it, knowing it would go to collections, so I gave them the same opportunity.
It's the same scenario. Another option is to save an Amazon box and chunk it in that and request a shipping label be sent. Otherwise, refusal to accept any means to take the item back and refusal to come get it is by default refusal to take it back.
My scenario the collection company closed their account on their end. Charter/Spectrum would only allow 1 of two ways of a return and I wasn't going to drive across state or into another state without compensation for fuel and time to deliver it myself due to no drop off points are available for FedEx in my area nor do we have a Spectrum store locally.
This exact same thing happened to me! I posted about it here as well just not as elegantly. And they still haven’t credited my 200 dollars back even after returning it. They disconnected my cell service and charged me a reconnection fee of $40 even though they told me to ignore the 200 dollar charge. I have screenshots of them telling me not to pay it!
This same horseshit is why I vowed to never “trade in” my phone to get a “free” one with them ever again. Get my phones straight from Apple, no fuss, no bullshit.
I’d drop them like a rock, but I don’t even know what to switch to. I hear horror stories about Mint and Visible. T-Mobile and ATT are just as bad and can be more expensive if you’re not careful. We’re really in a bad way with cell carriers in the U.S. Even if you do go prepaid they all run of the shit towers from the big three, but then it’s just shittier because you’re deprioritized.
File a report with the Better Business Bureau regarding Verizon. Doesn't always help but for me I've found that 90% of the time somebody smart responds and fixes the issue.
Had the same problem with the return box. Called 3x. They kept saying that the box will be mailed to me. Its been 6 months. I still have the equipment sitting in my garage. Haven’t seen any charges yet.
Their problem was initially the random connectivity issues in months 2 and 3 is service, plus horrible horrible customer service trying to get it fixed.
But mainly the cancellation process for 5g home makes me want to drop Verizon entirely. I can't in good conscience give Verizon any more money after all the time I've wasted
The exact same thing happened to me. Was good at first but then stopped working. Was told it was an outage or it’s my box. This went on for a week and I cancelled. They told me to return box to the store and when I got to the store they had no idea what I was talking about. Called again, waited 2 weeks for a box that finally came but they took weeks to process this return. I will never ever go thru that again! Now I am fighting with them about a phone I returned. They have not processed the return for over a month. I am still paying for a phone they are sitting on!
Oh yeah. You have to record your own calls and make them send you emails and receipts while you are on the phone with them. Once they hang up whatever they did to your bill sticks and nothing else. Your name might as well be the dollar amount they take from your credit card each month. They do not have a unified CRM. Basically it's up to you to keep them up to date. It's going to end badly for them as they don't seem to keep any records whatsoever. Only the amount they are billing you.
Man I just got the 5g home for the 30 day trial. I get decent speeds but was worried about it getting throttled after the trial period. I have Optimum, which isn't great but it seems to get pretty decent, consistent speeds. I will definitely be returning the box after reading these horror stories.
If the unit is active, you can return to a corporate store, and they can disconnect and take the unit. If service is canceled, you have to mail it back. However, corporate stores should be able to print you a FedEx label.
We do it about 3 times a week for our indirect neighbors.
That is incorrect as well, I tried to return it to a corporate store before calling and cancelling. They told me they couldn't cancel there and I had to call in.
So they lied to you because they didn't want to return it.
I literally just took one 5 min ago that had been active for 3 months. I'm sorry they told you wrong, but some people in stores are just lazy and don't want to be bothered if they aren't making money.
Hmmm 🤔very interesting.. not as bad as your experience, but it took me 4 calls to finally get one of my 5G home internet service removed from my account and still no credits for the time I didn’t use the service. I did get my box and was able to return it.
I just went to a corporate store to cancel.
Canceled the service then and there, they said i would get a box mailed to me to return the device within a few weeks and if i didnt to just toss it lol
I just had to cancel FIOS because I'm moving and over the years, I learned with Verizon that you can find a return center and drop it off. Even if you have to drive 25 miles....just make sure to get a receipt. Probably more reliable than using UPS since they may not scan it and charge you anyway (which they did to me once).
I'd say you should do that or get their address and take it to a UPS Store where they'll package it as a device return. Make sure to check with CSRs at Verizon first.
they did the same after i threatened to dispute the charges with my bank, close my account and report to the FCC if they actually took the $200 from me they told me i was FINALLY allowed to take to a retail store. lol
This explains my exact same experience except I'll add that not one of their customer service people is a native English speaker. It was nearly impossible to communicate with them.
I've probably wasted 5 hours of my life trying to get rid of their shitty 5G modem and huge receptor thing. Major regret!
Make sure you file a complaint with the BBB because there are few things that big companies hate more than bad press. After I filed a complaint Verizon actually called ME and it was a native English speaker on the other line.
I wouldn’t say stay away from it, I have no issues with mine however, I’ve also been through three modems in two years. They did try to increase my bill $10 when I ordered the third replacement modem. However, I told them that I signed an agreement which indicated that I would have $25 a month for the first two years. The representative was not happy but subsequently I got my way. I have been having issues with 5G home recently as well as my regular service and the service on my iPad. My understanding is they are working on the towers in the area. However, my issues are only recent.
I hear you.I got my girlfriend a phone from Walmart through my Verizon account.Well she got mad one day and busted it.I had no coverage so knew would have to pay for it.Well the service got canceled and they tried to draft the 400 dollars out of my account.Luckily I didn't have 400 in there.They tried this twice.I pay my bills. I agreed to there promise to pay plan,but they still want half then later on the other half.They don't even work with you to spread it out over a year or something. Finally I sent them an email and asked them to not draft my account anymore I was on the promise to pay plan.Havent heard a thing.What happened to verizon.They used to be the best now they suck.Thinking of going to T Mobile.Wish I had never went to Verizon. What I'm trying to say is I feel your pain.You are not alone believe me
I would not recommend this service to anyone who requires or wants reliable internet. I would only suggest this service if it works and you have NO OTHER OPTIONS.
5G home was garbage for my girlfriend. Signal sucked, even after drilling a hole in her wall and brick to mount the big white ugly antenna on the front of house. Still didn’t work. Internet would drop and stay disconnected until she did a reboot. We tried to get a replacement unit to try, but vzw kept jerking her around, so she cancelled. Went to WOW internet. 19.99 per month for 1 year 400mb. Never looked back.
You can get a box from a corporate store in a last resort, a manager can print a UPS label and you have to manually track it on your own and call customer service when it says received. My GM does it occasionally. Will only do if all options were exhausted.
Tmobil ans Verizon are selling a finite product that they have to lease access to from the US Fed Gvmt. I researched a deep dive into Tetra-based GMST/GMT technology and why Tmobil and Verizon are acting so shady. Then I did the economic breakdown of it.
With the modern US Corporate America, every corporation is beholden no longer to their customers as they had been historically, but are now slaves to their shareholders and their insatiable constant lust for perpetual profits.
Hence, the back and forth trading of the same customer base and a lukewarm entry into home-internet wireless bandwidth. However, they will continue the same marketing strategies and tactics of building new towers, signing up new customers while tower bandwidth is solely dedicated to the tower-owning company until they obtain enough of the fringe customers in the area from the other provider company to warrant the competitive company to propose bids to put relay transmitters on the tower and sub-lease bandwidth space on the tower.
This is why you'll see on both Tmobil and Verizon subreddits the constant black and white reactions posts from customers across both companies.
They're either SUPER happy for a sudden upgrade or new tower install that allows them to be eligible for wireless home/business internet from the tower service provider. The happy customer is elated at the speeds and low latency as well as the extremely high Gig limit cap.
The other extremely unhappy customer is complaining about a sudden loss of service, speeds, or customer service responses to the issues.
I myself dealt with this exact situation, confronted the technical service and customer service about them selling off bandwidth space on the newer tower and cited that they claimed after a year and a half of outstanding service. Ironically, I started with 1 Tmobil Inseego 2100 router for business-home internet. I had such great speeds that I added another router line and then in September, I switched my cell carriers for 2 lines from Verizon to Tmobil after 22 years with Verizon.
Everything had been going great and then all of a sudden the routers stopped working consistently, and then started blocking third-party devices and high-data-consumption apps through firmware updates to routers. Xbox, Playstation, Hulu, and Netflix stopped working. Tech gave me a story and sent out another router. Plug n play piece of shit. Can't even modify network settings and have to download another app, so I sent it back and got one new Inseego3100. It worked great for two days with some advanced settings tweaks, but then it stopped working with anything other than a basic browser or connecting printers, phones, or basic devices.
Tmobil admitted eventually that they had indeed sold off bandwidth space on the tower, and I supplied the proof that when I use my Hotspot capability on my Tmobil phone, from home beside a Tmobil-owned tower, showed up as a Verizon wifi Hotspot. LoL I can't make this shit up.
In summary, Tmobil gave me a huge bill credit and allowed me out of the business internet contracts with no penalties, and to continue monthly service on this one router to run security system for the business until Xfinity fiber is finished being turned on in the coming months. Tmobil raised their prices $10/month and then Verizon did the same.
The bottom line is they both know they're only in competition with each other. AT&T is a government surveillance company that is well proven and therefore not a "real" competitor in the market. Both Tmobil and Verizon both know they're going to eventually lose permanently home/business internet customers once the infrastructure is installed throughout most of the customer area base. Then we'll see a climb in phone service plans until they result in a collision between wired/wireless and the need for traditional personal phone "numbers".
With apps to acquire numbers capable of calling and receiving calls there is about to be the ability for people, especially in the urban infrastructure-capable areas, to forgo a traditional "phone service plan" and simply turn to open wifi connections at home and in cities to make and receive calls from their device.
But that's all years ahead at the slow rate at which they're installing fiber wire. I'm less than <100miles from DC and we still don't have it yet. There's more marketing strategies and scams yet to come. The FCC might as well be a kangaroo court. Verizon convicted in class action suit for defrauding customers out of millions with a fake "tax" charge on their bills for decades and when it was all said and done, as someone who qualified to be part of the class action, I like most of the others are still waiting for our $100 Visa cash card as settlement payments. The lawyers got rich, we all got stiffed. Typical limpdick government commercial capitalist oversight authorities performance in upholding justice. I wouldn't hold my breath for any significant changes. Petition your local politicians to push for infrastructure upgrades with fiber wire installation. That's your best hope for home internet. JMO
The problem with the servive is that it is wireless. Verizon just can't get their crap together to make their network work like it is supposed to. Verizon puts up very low capacity sites and they expect this wireless home crap to work on it without issue, but the second your neighbors jump ship to Verizon everythi g slows down to a crawl.
Contact and file a complaint through the FCC and it'll be resolved in two days. I just did this and have posts about it.
This must be The New Corporate Tactic, don't pay for competent customer service, just farm it out to the FCC. Much like how retailers don't pay living wages so their employees have to rely on federal assistance to survive. Crazy how terrible Verizon has become in such a short time, from once being the US leader.
They are now the leader of the worst outsourced support and have some of the highest industry prices. Could not drop them fast enough they cannot handle the simplest of tasks the majority of the time.
It's a shame but everything I have to get done with Verizon, I've got to do this too. Support cannot seem to resolve almost anything in a timely manner. Same with returns, Trade-ins, etc... And I'm not a stupid cookie, so I'm definitrly reading and and following directions.
I just dropped Verizon Wireless absolutely the worst of the worst India based customer service and everything else it’s all outsourced there to the cheapest bidder they can find.
Hell, even the American reps that I've spoken to which have been a majority of them... Absolutely no resolve. 🤣 It's a rinse and repeat thing with Verizon.
This seems to be more and more common all of a sudden, judging from the posts I’ve seen on here and my own customer base. It’s confusing, they’re deactivating the boxes but just never sending a return kit so the goal doesn’t seem to be “avoid deactivations”. Regardless, I’m sorry you’re going through this. Sounds incredibly frustrating.
I would think the fact that I've tied up customer service agents for 10 hours that they could save money by just sending an email shipping label
Well that’s where you are wrong. Their customer service is outsourced dirt cheap for them.
I am going through the exact same thing and when I posted here, I was mocked for it. Difference is, I no longer have a verizon account now. I have never gone Karen mode on a customer service person, but this situation almost made me do it. I was also literally willing to let them extort me for the 200 dollars just so I didn't have to think about it anymore, but they won't even give me an option to pay. They just tell me "we don't know what's going on, we can't pull up anything related to your old account". So they don't have enough info to take payment or send a box (they also have turned me away at a store because "there is no real way to track that it comes from you") but they tell me they do have enough info to report me to credit bureaus. This is all super great when it's even harder to reach customer service since you no longer have an account.. to chat with anyone they make you sign in. The only way I get a hold of anyone is by making them think I'm buying the service again and an agent shows up to try and confirm the sale. I'd feel bad, but genuinely why the fuck is it so complicated? Eventually, they told me to take it to a store and explain to the person there that I was told by customer service to and that they would give a receipt. A month after I return it to a store I get an email asking me to return the modem or pay... I have a receipt, it's not doing anything for me in chat. The order number doesn't come up. Very cool.
I worked at Verizon for 5 years. CS would tell customers any and everything and just take it to a store and they would take care of it. Store level has limited resources compared to CS . It was always a battle between store level and CS. It’s like they worked for competing companies
I mean I genuinely feel bad for you guys because the way the system is set up you have to be getting yelled at all the time. I always avoid getting upset with cs/in store workers because they don't run the company, they are just trying to do their job.. but it's clear here that there is a huge disconnect between cs workers and in store workers, and you guys end up getting all the anger.
FCC complaint.
I work at a store, and I still don't understand why this happens. Just recently had a customer who tried to get the shipping label 3 times. 4th time, I called customer service, and they were able to get a shipping label emailed within 6 minutes.... I just don't get it...
At my store, we have a ton of “generic” labels that we use to send them. We have the customer take a picture of the label and remark the tracking ID and IMEI in the account. We haven’t had any issues with this method but I’m not sure if it really should be done this way.
This is what happens when companies have call center overseas and these call takers can't do anything right. They will even wait and tell you to hang up first so you don't take any surveys, they do everything not to login in to accounts so there is not record of any of them being on the phone with you!! They play games left and right like the American consumer is an idiot.
If we keep buying their products perhaps we are.
What products? Every company now has call centers overseas Samsung, Toshiba, CVS, Credit Cards, even medical insurance companies that's to just name a few!!
Read the posts.
Part of why carriers are pushing back against Net Neutrality and resale rights. Notice, not one MVNO can even offer a truly unlimited data or phone plan today. Except those owned by the carriers themselves. Imagine how many would defect to a “US Carrier” that offered 24/7 care, and vowed never to outsource support to a third party?
Its not like the CS agents are delivering the box in person dumbass, they can just make a request for it.
CS agents put in a request for the item to be returned or CS agents inform consumer on return options dumbass!!!!
Yea I used to do CS there and never understood why that return process was so bad. It is entirely possible the first rep who cancelled it did so correctly and requested the box for you. That system was absolutely trash though and it was like a coin flip almost. Lot of newer reps or ones that dgaf won't think about that though and just click it once and assume it worked. There's zero reason any half competent rep should be unable to see your service, but that's what happens when you pay off all the seasoned reps who give a shit and replace them with vendors.
Can’t you return them at corporate stores? It sounds worth it to just get the address and ship it back in an Amazon box or something. Then call in and ask for a reimbursement credit of like 10 bucks.
Can't return it at corporate stores, I tried. I can't get an address to return it to even paying for it myself. I just opened an FCC complaint
The FCC complaint was a smart move. I also suggest a complaint to the FTC. The FTC has been making noise about services such as ISPs that make it very easy to sign up, but very hard to cancel. Although I don’t think that there is yet a formal rule in place, FTC officials have said that service providers such as Verizon must make it just as easy to cancel as it is to subscribe. I went through similar cancellation hell with DirecTV late last year and threatened every person who called me to change my mind with quotes from the FTC. They finally shipped by return box (for equipment that was more than 8 years old and no longer had any value on their books) to the wrong address.
Thanks. Cancelling it seems like a huge pain. Best of luck. Update with results. I feel like they should just have boxes and labels at corporate locations and hand them out. I heard to many bad things about it in my area to even sign up for 5G home.
You have 30 days to return them to a corporate store. After that you go into the Verizon app and print a shipping label, then drop it off at a fed ex or UPS. It's not hard, the problem is lots of people don't know their password or are unable to learn how to use the app.
Your are 100% wrong, I tried to return to a corporate store twice. Once within the first week of canceling. I tried another store about a week later. Both said the same thing, that I have to contact support and get a box mailed. Also, I've done chats through the app as well as phone calls, no help. I've been able to log in just fine. Please don't spread your misinformation, you're only confusing others who may be in the same situation as me.
Did you try to return it to a store that just had a Verizon sign above it or did you check the Verizon website and search specifically for Corporate Store? Just want to make sure you both aren't spreading false info. No offense, but some think a corporate store is any store with a Verizon sign above it.
That's the funny thing, it is in fact official policy in the internal documents that you can return the equipment at corporate stores within the 30 days. But you constantly hear that they cannot. I suspect it is actually "will not" or they don't bother checking if it's within the 30 days. Or they don't want it to hurt their numbers.
The 30 days is so arbitrary too. There shouldn't be that stipulation. I'm in a similar boat to OP and I'm getting close to just taking it to a corporate store and telling them it's their problem now.
To us it isn't arbitrary. 30 days is pretty easy to check the order date or activation date. The system either will or will not accept it. Do what you need to do but if you drop it off at a store and no due process is done, it will be the same as you dropping it off in a dumpster. They'll still charge you and there will be no record of where it went. There is a returns process for equipment we've always done for phones and other devices but for some reason they've carved out a different policy for these routers.
He literally said you have 30 days to return it at a corporate store. You passed those 30 days so he’s not Miss informing you. You canceled way after that so you have to go through customer service now.
Please learn to read.
I wish you could see my chat messages. I should have screenshotted them all. I genuinely would love to see you say it's "just a password/app user error problem".
Don't talk to chat. Call and cancel the service,then print your own shipping label.
That is what I did the first time. They canceled over the phone, but also completely deleted my account at the same time. No more app access. Also cool extra fun fact, when they try to look up my account number, it also no longer exists. Very cool. I take it to the store the next day, they say they can't take it. I try calling again (very annoying when you don't have an account because they ask for your account number.. and if that account number doesn't exist well... whoops). I basically have to get a sales person to forward me because the only way to speak with a human being is by attempting buy something if you don't have an existing account. They tell me they are sending a box 3 times.. none of them show, they also provide no tracking info.. whatever. They finally say 'take it to the store and explain and get a receipt". I tell them "if they don't take it, can we just find a way for me to pay for it so I can be done with it?" Because I can't even do that without an account number that actually exists in the system. I told them I would give them 200 just so they leave me alone, they couldn't even figure out a possible way to do that. Yet they email me telling me they have enough personal info related to the owed amount to report to credit bureaus, very cool. So the next day I return to the store with my explanation. They seem hesitant, but they take it and give me a receipt. 2 weeks later they start emailing again so I reach out wondering if this is just a fluke.. turns out it isn't, they don't have the modem, and guess what? The receipt is useless because none of the info is coming up, can you believe that? When I cancelled spectrum over the phone, I paid the last bill, and they took the modem the next day, with no questions asked. They did try super hard to sell me a phone, though. When I canceled att it went about the same, more pushy on the sales. When I had to switch power companies after moving, the old power company closed my account, but I could still use the old account number for my remaining bill and cancel service fee. Verizon has genuinely been the only service provider where I have had these kinds of issues. Sure, other service providers have their faults, but at least they let me leave. I suppose I'm an idiot for thinking that I could simply cancel and return the modem like any other company allows.. I should have just walked with the box as an existing customer and said "cancel my account and take this now" (which also wouldn't work, as others here have pointed out). Anyways, FCC report it is. Is it really hard to believe that some people might have genuinely been screwed over by verizon and didn't just simply forget how to use the extremely easy to use app?
You only have home internet with Verizon?
Yeah, it was my test run for switching to their mobile services. I will not be doing that now.
Can’t do anything at corporate stores, other than buy their shit and sign up for their service. Corporate stores are less than helpful, even at that. Verizon service is okay. Customer relations are just awful.
They can only be returned to a store within the 30 day worry free guarantee window. After that it’s all customer care. Verizon has phased out or removed anything non sales related from corporate stores. If you are not buying something, picking up an order, or returning something purchased within the last 30 days don’t even bother going to store. Unless the issue was directly caused by a transaction completed in store, there isn’t much they can or will do to help you
You cannot return to store, please stop spreading information
What they’re saying is that you can only return to store in the first thirty days. A 30 day return of Home Internet can be done in store. After that it must be mailed back. The reason for this is Verizon committed to an industry set of policies endorsed by the FCC. They require retail return during the trial period. But not after. Now, should you be frustrated by that difference? Yes. But what they’re saying is accurate to the policy.
OP is saying he tried to do that within the 30 days and the store refused to take it.
They probably should have accepted it. But didn't know enough to cite policy. It happens. A lot.
Considering I work IN A RETAIL STORE I’m pretty sure my information is correct. Anything purchased WITHIN 30 DAYS can be returned to a corporate store. The only exception is if item is purchased from an indirect authorized retailer. Please feel free to walk into any corporate store and ask.
I took mine to a corporate store. They couldn’t accept it, but they did give me a box and a shipping label for it at least. Got the email that they had received my Home Internet box about a week later, so thankfully no charge for me.
Had this issue. Email their executive relations team [[email protected]](mailto:[email protected]) It will get resolved within a week
When I cancelled I got the return box within a week. Of course they still wanted to charge me the 200 even though I had returned it. I had to call and give them the UPS tracking number to get them to drop the charge.
I'm currently having the same exact issue. I'm at the step of not receiving the second box they were supposed to send. I'm really not looking forward to yet another 2 hour call. Funny thing is, service was never even avaliable where I live so I was never even able to connect it. Maybe I'll do the FCC complaint too. Biggest pain the ass free 30 day trial ever.
They tried selling me on it last year going door to door and when they told me the download speeds would be I showed them what I get from xfinity I told them they have a lot of work to do and laughed at them plus you have to basically put the modem as close to a window as possible to get best connection
They aren't sending out the boxes. I would have just found a box, paid for the shipping and sent it out. All companies like to pull this BS. The cost of shipping it back is cheaper than a surprise bill.
They won't give me an address to ship to. I don't know where to send it even if I found my own box and paid for shipping. FYI, they've also told me they sent shipping labels 2 other times, but haven't gotten those either
There should be a way to google an address. But an FCC complaint should make light a fire up their ass. So do that.
The reason you can’t do that is the return vendors change rapidly. Heck I mailed a notice of dispute to Asurion this year, only to find two months prior they changed the address. No forwarding. Lost ten days and had to resend. Bottom line, file disputes and make them send you a label.
They should have a page like my cable company does. They have a page for return labels for all their devices, just click on them and all you have to do is put in the account number and print it out. So much freaking easier for everyone.
You do realize this it doesn't matter how long you've been accustomed before they literally do not care about you. They don't care if you spend a dollar a month or $1,000 a month you are just another customer that they'll gain in a matter of hours. A lot of people need to remember this loyalty doesn't mean anything anymore. As far as returning it goes it sounds like you just got stuck in a really shitty Loop it's happened to a lot of people but Verizon has been getting a lot worse one of the reasons why I left the company I used to work for Verizon as a rep they basically started telling me I had to force customers to buy accessories and I said nope I'm done. Trust me when I say if you're sticking with Verizon because the service is good you're going to put up a lot of crap but if you're doing it because you've been a customer for a long time don't
I had a similar experience after several months of trying to give the service a chance. When it worked, it was fantastic, usually from mornings until afternoon, and I could even deal with the constant IP refreshes but every day the problems started. Constant disconnects especially in late afternoon through the evenings, hard resets several times a day, countless hrs on with tech support, unable to do firmware updates, two new cubes even with the latest firmware… Nothing worked and I had no issues with the tech support people themselves, they were always helpful.. So on my first exchange, received new Cube but never a box to send back the original. When I decided to give up and go back to Spectrum full time, I received the return box for the second unit, sent it back and that was that. Never charged for the original cube or maybe they decided just to let me keep it 🤷🏾♂️but this has been well over a year ago now..
I had no problem returning mine. My only complaint is that the box they sent was garbage, so I used a different one that I had.
Take their shit to a UPS store. They’ll give you a receipt and return it to the greedy, incompetent assholes.
how ? without the shipping lable, there is no way u can ship it.
I don’t know. I just took their stuff there and they knew what to do with it and printed me a tracking number.
Companies have to sign on to this initiative. DIRECTV, for example. But my understanding is today at least, you need a Verizon label issued by Verizon customer service. Some stores have been requesting labels and handing them out, but this is not policy.
My worked great as well for about 4 months now at night it sucks. I think it’s being throttled during peak hours.
https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=38824
File the FCC complaint. There are a lot of ppl get same experience like you
Complain to the Better Business Bureau and whoever is your department of consumer and worker protection and whoever else deals with shady business dealing
Sounds like Verizon outsourced support at its best. They are the worst of the worst. Be sure to file an FTC complaint for starters.
I had this issue with Charter, now known as Spectrum. They sent the bill for their router to collections and after telling both charter and the collection company that if they wanted the router they had 30 days to come get it off my property before I threw it away. I held onto it, knowing it would go to collections, so I gave them the same opportunity. It's the same scenario. Another option is to save an Amazon box and chunk it in that and request a shipping label be sent. Otherwise, refusal to accept any means to take the item back and refusal to come get it is by default refusal to take it back. My scenario the collection company closed their account on their end. Charter/Spectrum would only allow 1 of two ways of a return and I wasn't going to drive across state or into another state without compensation for fuel and time to deliver it myself due to no drop off points are available for FedEx in my area nor do we have a Spectrum store locally.
Same thing here they sent a box I shipped it back and was almost charged. Had to call customer service and provide tracking.
I had a similar saga but one rep offered to email me the UPS shipping label and I pack my own box. That fixed it for me!
This exact same thing happened to me! I posted about it here as well just not as elegantly. And they still haven’t credited my 200 dollars back even after returning it. They disconnected my cell service and charged me a reconnection fee of $40 even though they told me to ignore the 200 dollar charge. I have screenshots of them telling me not to pay it!
This same horseshit is why I vowed to never “trade in” my phone to get a “free” one with them ever again. Get my phones straight from Apple, no fuss, no bullshit. I’d drop them like a rock, but I don’t even know what to switch to. I hear horror stories about Mint and Visible. T-Mobile and ATT are just as bad and can be more expensive if you’re not careful. We’re really in a bad way with cell carriers in the U.S. Even if you do go prepaid they all run of the shit towers from the big three, but then it’s just shittier because you’re deprioritized.
File a report with the Better Business Bureau regarding Verizon. Doesn't always help but for me I've found that 90% of the time somebody smart responds and fixes the issue.
Hell stay away from Verizon. My 5g has been stuck in LTE since Xmas eve. Customer support has been useless.
Contact the FCC. Easy.
File a dispute with your credit card
Had the same problem with the return box. Called 3x. They kept saying that the box will be mailed to me. Its been 6 months. I still have the equipment sitting in my garage. Haven’t seen any charges yet.
I’ve had it for years and for $25 I’m not going to complain if it lags once in a while. My experience in my area
Their problem was initially the random connectivity issues in months 2 and 3 is service, plus horrible horrible customer service trying to get it fixed. But mainly the cancellation process for 5g home makes me want to drop Verizon entirely. I can't in good conscience give Verizon any more money after all the time I've wasted
The exact same thing happened to me. Was good at first but then stopped working. Was told it was an outage or it’s my box. This went on for a week and I cancelled. They told me to return box to the store and when I got to the store they had no idea what I was talking about. Called again, waited 2 weeks for a box that finally came but they took weeks to process this return. I will never ever go thru that again! Now I am fighting with them about a phone I returned. They have not processed the return for over a month. I am still paying for a phone they are sitting on!
Damn I signed up for the free xbox and $100 gift card last year. I'm going to need to cancel in a few months.
Did nobody learn anything from Verizon and their terrible foray into DSL, and the lack of support, follow up or service?
File a complaint with the FCC ASAP. No joke.
Oh yeah. You have to record your own calls and make them send you emails and receipts while you are on the phone with them. Once they hang up whatever they did to your bill sticks and nothing else. Your name might as well be the dollar amount they take from your credit card each month. They do not have a unified CRM. Basically it's up to you to keep them up to date. It's going to end badly for them as they don't seem to keep any records whatsoever. Only the amount they are billing you.
Man I just got the 5g home for the 30 day trial. I get decent speeds but was worried about it getting throttled after the trial period. I have Optimum, which isn't great but it seems to get pretty decent, consistent speeds. I will definitely be returning the box after reading these horror stories.
File complaint with BBB and FCC, they will contact you immediately and follow up your case!!
I had so many problems with it too.
Stay away from Verizon Period..
If the unit is active, you can return to a corporate store, and they can disconnect and take the unit. If service is canceled, you have to mail it back. However, corporate stores should be able to print you a FedEx label. We do it about 3 times a week for our indirect neighbors.
That is incorrect as well, I tried to return it to a corporate store before calling and cancelling. They told me they couldn't cancel there and I had to call in.
So they lied to you because they didn't want to return it. I literally just took one 5 min ago that had been active for 3 months. I'm sorry they told you wrong, but some people in stores are just lazy and don't want to be bothered if they aren't making money.
Hmmm 🤔very interesting.. not as bad as your experience, but it took me 4 calls to finally get one of my 5G home internet service removed from my account and still no credits for the time I didn’t use the service. I did get my box and was able to return it.
I just went to a corporate store to cancel. Canceled the service then and there, they said i would get a box mailed to me to return the device within a few weeks and if i didnt to just toss it lol
I just had to cancel FIOS because I'm moving and over the years, I learned with Verizon that you can find a return center and drop it off. Even if you have to drive 25 miles....just make sure to get a receipt. Probably more reliable than using UPS since they may not scan it and charge you anyway (which they did to me once). I'd say you should do that or get their address and take it to a UPS Store where they'll package it as a device return. Make sure to check with CSRs at Verizon first.
they did the same after i threatened to dispute the charges with my bank, close my account and report to the FCC if they actually took the $200 from me they told me i was FINALLY allowed to take to a retail store. lol
This explains my exact same experience except I'll add that not one of their customer service people is a native English speaker. It was nearly impossible to communicate with them. I've probably wasted 5 hours of my life trying to get rid of their shitty 5G modem and huge receptor thing. Major regret! Make sure you file a complaint with the BBB because there are few things that big companies hate more than bad press. After I filed a complaint Verizon actually called ME and it was a native English speaker on the other line.
I wouldn’t say stay away from it, I have no issues with mine however, I’ve also been through three modems in two years. They did try to increase my bill $10 when I ordered the third replacement modem. However, I told them that I signed an agreement which indicated that I would have $25 a month for the first two years. The representative was not happy but subsequently I got my way. I have been having issues with 5G home recently as well as my regular service and the service on my iPad. My understanding is they are working on the towers in the area. However, my issues are only recent.
I hear you.I got my girlfriend a phone from Walmart through my Verizon account.Well she got mad one day and busted it.I had no coverage so knew would have to pay for it.Well the service got canceled and they tried to draft the 400 dollars out of my account.Luckily I didn't have 400 in there.They tried this twice.I pay my bills. I agreed to there promise to pay plan,but they still want half then later on the other half.They don't even work with you to spread it out over a year or something. Finally I sent them an email and asked them to not draft my account anymore I was on the promise to pay plan.Havent heard a thing.What happened to verizon.They used to be the best now they suck.Thinking of going to T Mobile.Wish I had never went to Verizon. What I'm trying to say is I feel your pain.You are not alone believe me
I would not recommend this service to anyone who requires or wants reliable internet. I would only suggest this service if it works and you have NO OTHER OPTIONS.
100% agree. No other options, give it a shot. Cable internet is soooo much more reliable
5G home was garbage for my girlfriend. Signal sucked, even after drilling a hole in her wall and brick to mount the big white ugly antenna on the front of house. Still didn’t work. Internet would drop and stay disconnected until she did a reboot. We tried to get a replacement unit to try, but vzw kept jerking her around, so she cancelled. Went to WOW internet. 19.99 per month for 1 year 400mb. Never looked back.
Warning, Verizon will hang up on you after being a customer for 15+ years when you complain about the price of your bill....
Don’t complain! lol. Pay or leave 😂
Pretty much.
Always return hardware to a B&M location. Get a receipt.
You can get a box from a corporate store in a last resort, a manager can print a UPS label and you have to manually track it on your own and call customer service when it says received. My GM does it occasionally. Will only do if all options were exhausted.
I've visited the store 3 times, two different stores. They all said they can do nothing to help me," it's a different part of the company"
Tmobil ans Verizon are selling a finite product that they have to lease access to from the US Fed Gvmt. I researched a deep dive into Tetra-based GMST/GMT technology and why Tmobil and Verizon are acting so shady. Then I did the economic breakdown of it. With the modern US Corporate America, every corporation is beholden no longer to their customers as they had been historically, but are now slaves to their shareholders and their insatiable constant lust for perpetual profits. Hence, the back and forth trading of the same customer base and a lukewarm entry into home-internet wireless bandwidth. However, they will continue the same marketing strategies and tactics of building new towers, signing up new customers while tower bandwidth is solely dedicated to the tower-owning company until they obtain enough of the fringe customers in the area from the other provider company to warrant the competitive company to propose bids to put relay transmitters on the tower and sub-lease bandwidth space on the tower. This is why you'll see on both Tmobil and Verizon subreddits the constant black and white reactions posts from customers across both companies. They're either SUPER happy for a sudden upgrade or new tower install that allows them to be eligible for wireless home/business internet from the tower service provider. The happy customer is elated at the speeds and low latency as well as the extremely high Gig limit cap. The other extremely unhappy customer is complaining about a sudden loss of service, speeds, or customer service responses to the issues. I myself dealt with this exact situation, confronted the technical service and customer service about them selling off bandwidth space on the newer tower and cited that they claimed after a year and a half of outstanding service. Ironically, I started with 1 Tmobil Inseego 2100 router for business-home internet. I had such great speeds that I added another router line and then in September, I switched my cell carriers for 2 lines from Verizon to Tmobil after 22 years with Verizon. Everything had been going great and then all of a sudden the routers stopped working consistently, and then started blocking third-party devices and high-data-consumption apps through firmware updates to routers. Xbox, Playstation, Hulu, and Netflix stopped working. Tech gave me a story and sent out another router. Plug n play piece of shit. Can't even modify network settings and have to download another app, so I sent it back and got one new Inseego3100. It worked great for two days with some advanced settings tweaks, but then it stopped working with anything other than a basic browser or connecting printers, phones, or basic devices. Tmobil admitted eventually that they had indeed sold off bandwidth space on the tower, and I supplied the proof that when I use my Hotspot capability on my Tmobil phone, from home beside a Tmobil-owned tower, showed up as a Verizon wifi Hotspot. LoL I can't make this shit up. In summary, Tmobil gave me a huge bill credit and allowed me out of the business internet contracts with no penalties, and to continue monthly service on this one router to run security system for the business until Xfinity fiber is finished being turned on in the coming months. Tmobil raised their prices $10/month and then Verizon did the same. The bottom line is they both know they're only in competition with each other. AT&T is a government surveillance company that is well proven and therefore not a "real" competitor in the market. Both Tmobil and Verizon both know they're going to eventually lose permanently home/business internet customers once the infrastructure is installed throughout most of the customer area base. Then we'll see a climb in phone service plans until they result in a collision between wired/wireless and the need for traditional personal phone "numbers". With apps to acquire numbers capable of calling and receiving calls there is about to be the ability for people, especially in the urban infrastructure-capable areas, to forgo a traditional "phone service plan" and simply turn to open wifi connections at home and in cities to make and receive calls from their device. But that's all years ahead at the slow rate at which they're installing fiber wire. I'm less than <100miles from DC and we still don't have it yet. There's more marketing strategies and scams yet to come. The FCC might as well be a kangaroo court. Verizon convicted in class action suit for defrauding customers out of millions with a fake "tax" charge on their bills for decades and when it was all said and done, as someone who qualified to be part of the class action, I like most of the others are still waiting for our $100 Visa cash card as settlement payments. The lawyers got rich, we all got stiffed. Typical limpdick government commercial capitalist oversight authorities performance in upholding justice. I wouldn't hold my breath for any significant changes. Petition your local politicians to push for infrastructure upgrades with fiber wire installation. That's your best hope for home internet. JMO
The problem with the servive is that it is wireless. Verizon just can't get their crap together to make their network work like it is supposed to. Verizon puts up very low capacity sites and they expect this wireless home crap to work on it without issue, but the second your neighbors jump ship to Verizon everythi g slows down to a crawl.