Why is Verizon customer service so bad?

Scale and technical complexity

Verizon is one of the largest telecommunications companies in the United States, operating a nationwide mobile network alongside fixed broadband and enterprise services. Serving well over 100 million wireless connections and tens of millions of fixed broadband endpoints creates enormous operational complexity: multiple product families (consumer wireless, business wireless, Fios internet/TV, fixed wireless), device financing, roaming agreements, and regulatory obligations all interact across billing, provisioning, and network systems.

That complexity is amplified by legacy IT stacks and multi-year platform transitions. Large carriers typically spend tens of billions on capital and network investment—Verizon’s annual capital expenditures have been in the roughly $17–20 billion range in recent years—yet much of the back-office billing and CRM software dates from different eras or has been stitched together after acquisitions (for example, the AOL and Yahoo acquisitions in 2015–2017 created additional integration work). The mismatch between modern network investment and older customer-facing systems is a persistent driver of support friction.

Organizational incentives, metrics, and workforce issues

Customer-service performance is shaped by internal metrics—average handle time (AHT), first-call resolution (FCR), and cost-per-contact—that are intended to control operating costs. When AHT targets and automation priorities become the dominant incentives, front-line staff may be pushed to close calls quickly rather than resolve complex problems, which increases repeat contacts and escalations. This is a structural issue across telecoms and not unique to Verizon, but it becomes visible to customers as inconsistent answers, frequent callbacks, and frustrating IVR loops.

Workforce strategy also matters. Over the last decade, many large carriers have shifted support roles across in-house, offshore, and vendor-run centers, and the COVID-19 pandemic accelerated remote-work models and self-service automation. These shifts can reduce per-contact cost but often reduce institutional knowledge, raise training requirements, and complicate rapid escalation paths for complex technical or billing disputes.

Billing complexity and product proliferation

Modern telecom bills are composite documents: recurring service charges, device installment plans (24–36 months), prorations, taxes, regulatory fees, and optional add-ons (insurance, premium streaming bundles, international packages). That density creates an error surface where disputes arise. A single device payment of $20–40 per month combined with a $60–90 base unlimited plan and taxes can confuse customers and create surprise charges—especially when promotions, trade-ins, or credits are applied incorrectly.

Promotions that require multiple months of service or multi-line bundling introduce time-delayed credits and conditional discounts, increasing the number of billing inquiries. When the billing system applies credits incorrectly or a device trade-in is misprocessed, resolving the issue requires cross-team coordination (sales, billing, device provisioning) which often lengthens resolution time and increases customer frustration.

Channels, accessibility, and digital experience

Verizon provides multiple support channels—phone (*611 from a Verizon mobile; 1-800-837-4966 or 1-800-VERIZON for general support), live chat via https://www.verizon.com/support/, and social support through @VerizonSupport on X/Twitter—but channel experience varies. The My Verizon app and online chat can handle many routine tasks (bill view, payments, device upgrades) quickly, but complex account changes still require human intervention and often a transfer to a specialized queue.

IVR menu complexity and automated routing can increase perceived response time: customers may spend 10–30 minutes navigating voice menus and waiting for a live agent, then be passed between teams. For customers needing rapid escalation, knowing the right path (billing vs. technical vs. device/insurance) is critical; otherwise, calls are routed cyclically. When time is long and resolution uncertain, many customers escalate publicly (social media, BBB, or regulatory complaints), which further amplifies negative perception.

Practical escalation steps for customers

• Document everything: dates, agent names, ticket/reference numbers, screenshots of bills and app pages. This is essential for any formal dispute or chargeback with your bank.
• Use multiple channels strategically: start with My Verizon or chat for routine fixes; call *611 for account-level issues; escalate to 1-800-837-4966 if needed; use @VerizonSupport publicly if you need attention within 24–48 hours. For unresolved billing disputes, file a complaint with the FCC (https://consumercomplaints.fcc.gov) and the BBB (https://www.bbb.org).
• Ask specifically for ‘customer relations’ or ‘billing resolution’ and for retention/credit offers if you are facing billing errors; request a written confirmation or case number and a timeline for correction.

Why the perception persists and what Verizon (and customers) can do

The negative perception of Verizon customer service is the product of scale, legacy systems, incentive design, and the inevitable visibility of problems that affect millions of customers. Network reliability often rates highly in independent tests, but service experiences are sticky: a few bad billing episodes or a long unresolved technical problem create disproportionate word-of-mouth and public complaints. Independent studies and consumer complaint dashboards tend to show that customers prioritize both technical reliability and responsive, fair billing resolution.

Improvements require focused investment in three areas: simplifying product and billing constructs to reduce error points; aligning agent incentives toward long-term customer value instead of short AHT targets; and streamlining escalation paths so one handoff resolves ownership. For customers, the most effective tactics are careful documentation, using the right channel (My Verizon for simple tasks, phone for account disputes), and escalating with regulators or the BBB when internal resolution stalls. Corporate headquarters (Verizon Communications Inc., 1095 Avenue of the Americas, New York, NY 10036; corporate phone (212) 395-1000) and the public support resources at https://www.verizon.com/support/ are starting points for formal escalation.

Why is Verizon doing so poorly?

The primary reason is Verizon has essentially saturated its market and will no longer be growing unless we see anti-trust level behavior (aka illegal behavior). Since Jan 2014, 10 years ago, the total return for VZ has barely outpaced inflation while the stock price has steadily declined.

Is Verizon losing a lot of customers?

First and foremost, Verizon Wireless is losing customers — a net loss of 289,000 postpaid phone customers. That’s a significant decline.

Why is Verizon having so many dropped calls?

Network resources – Occasionally our network resources can be taxed beyond their limits, especially when many people come into an area at once (e.g, sporting event, concert, festival, etc.). This increased network traffic can cause congestion, which can cause dropped or failed calls.

How can I get Verizon to lower my bill?

TL;DR: 7 ways to lower your Verizon bill

1. Pay half price by switching to Visible.
2. Change your plan to an option with less data.
3. Switch your payment method to Auto Pay and paperless billing.
4. Cut any add-ons you no longer want.
5. Find a corporate or educational discount you’re eligible for.

Why am I having bad service with Verizon?

Users often experience weak signal strength and frequent call drops in certain neighborhood areas. Poor Verizon signal near towers can result from network congestion, physical obstructions, or tower maintenance. Start by restarting your phone and checking for carrier updates.

What are some of the top customer complaints about Verizon?

Phones not working properly – Customers report defective phones and tablets, scrambled numbers and names, phones not being recognized as Verizon Wireless phones, dropped calls, and poor service.