I think I have called Verizon 10 times in the 10 years I have been a customer, and I waited a few weeks to see if this was just my phone. Long story short, called last night, I have done all the above mentioned steps, and the tech rep had me to a factory reset (which took forever with this phone)... and as soon as it booted up, no 4G connection. He said he was shipping a replacement device, but I told him I don't believe it's the device, it is the software, and he didn't agree. So w/e I will have a refurb by Monday and I can confirm if it's software or hardware, because it has nothing to do with location. I am in the Nashville market which was one of the very first to get 4G, and when it's working I get 35mbps down, and 20 mbps up.