False Coverage Map

  • 16 September 2019
  • 52 replies
  • 3390 views

Userlevel 2

Has anyone else noticed that T-Mobile’s coverage map is misleading and flat out wrong?  Part of the reason we joined was due to their claim of having full coverage in a part of Wisconsin.  First time we were there we had zero service through T-mobile, and we ended up on a AT&T network.  That then treated our service as roaming and did not allow for us to use data.  I proceeded to call T-mobile and they confirmed their map is wrong and they use a roaming partner (AT&T) there and “appreciated the feedback”.  Despite that, they haven’t corrected the issue.  Seems like a false claim T-Mobile should be held accountable for.  Anyone else come across this?  And did they report this to any regulatory authorities? @tmobile-admin


52 replies

I was with Verizon for over a decade and left cause got too expensive.  I will say much cheaper with TMO however the service is noticeably worse.  The weird thing is I will show full bars and 5G UC yet not have data.  Games that use data and browsers will not work but phone acts like I should have the best coverage.  Been pretty shady and guess we are going to give ATT a shot.

Userlevel 6
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Has anyone else noticed that T-Mobile’s coverage map is misleading and flat out wrong?  Part of the reason we joined was due to their claim of having full coverage in a part of Wisconsin.  First time we were there we had zero service through T-mobile, and we ended up on a AT&T network.  That then treated our service as roaming and did not allow for us to use data.  I proceeded to call T-mobile and they confirmed their map is wrong and they use a roaming partner (AT&T) there and “appreciated the feedback”.  Despite that, they haven’t corrected the issue.  Seems like a false claim T-Mobile should be held accountable for.  Anyone else come across this?  And did they report this to any regulatory authorities? @tmobile-admin

I supposedly live in a 5G UC area and I am lucky to have 2 bars of LTE, some days 1. Also, have 0 bars (no service whatsoever) where my brother-in-law and in-laws live despite both of those areas showing in a 5G area. Lastly, went camping on Saturday and it showed in a 5G area and had 0 bars, no service whatsoever. It’s bold-face lying on their part

Report them online on the FTC site  I did this yesterday and got a call from an executive from T-Mobile today  same BS lies that every other employee has fed to me  I was actually told by a store employee years ago that their coverage map isn’t true  they list areas before they have coverage 

 

Listing coverage ‘before they deploy it’ is typical, and somewhat unethical.  T-Mobile (and others) have done this for years.  I.e.   T-Mobile showed entire areas covered with 4g LTE extended range ‘verified’ +1 year before they deployed it in that area

Maps such as CellMapper (which are consumer crowd source generated) are more accurate in many areas.

Userlevel 7
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Has anyone else noticed that T-Mobile’s coverage map is misleading and flat out wrong?  Part of the reason we joined was due to their claim of having full coverage in a part of Wisconsin.  First time we were there we had zero service through T-mobile, and we ended up on a AT&T network.  That then treated our service as roaming and did not allow for us to use data.  I proceeded to call T-mobile and they confirmed their map is wrong and they use a roaming partner (AT&T) there and “appreciated the feedback”.  Despite that, they haven’t corrected the issue.  Seems like a false claim T-Mobile should be held accountable for.  Anyone else come across this?  And did they report this to any regulatory authorities? @tmobile-admin

I supposedly live in a 5G UC area and I am lucky to have 2 bars of LTE, some days 1. Also, have 0 bars (no service whatsoever) where my brother-in-law and in-laws live despite both of those areas showing in a 5G area. Lastly, went camping on Saturday and it showed in a 5G area and had 0 bars, no service whatsoever. It’s bold-face lying on their part.

Report them online on the FTC site  I did this yesterday and got a call from an executive from T-Mobile today  same BS lies that every other employee has fed to me  I was actually told by a store employee years ago that their coverage map isn’t true  they list areas before they have coverage 

 

this is actually true for all carriers not just TMO..take a look at all of their coverage maps and usually in the fine print you’ll see where they’ll say the maps are not quite accurate...thats their out..

‘Customer Support teams’ - you’ll need at least to escalate to tier 2 support, as the default - is ‘customer care’ which will typically ask you to  power cycle, network reset, ‘network refresh’, and after that (typically ~1-2 hours), they’ll send you to …. tier 2, which will ask you all the same questions, then if you’re lucky cut a ticket.  Typically you’ll hear “The tower is undergoing maintenance / upgrades”, or “there’s network congestion”.  It’s rare to get them to fix something, unless they were already in the process of it.  I’ve heard this for … +7 years in ‘no service’ areas from everyone up to the ERT/OEM teams.  They’ve even gone so far as to ‘claim’ that they’re building a new tower, ETA 6 months (after 6 years), with 18 months later still no ETA.

It is unfortunate that T-Mobile does this, but they’re more focused on raw performance in urban areas, followed by connectivity on suburban/major highway.

Isn’t it funny how they allow you to return your phone after 14 days if you aren’t happy. Not really. It’s because they know they don’t have coverage but want to make it look like they are doing YOU a favor. They are banking on people going over that 14 day window so they can keep them on the hook by saying that they are “upgrading “ imaginary towers that don’t even exist. 

Has anyone else noticed that T-Mobile’s coverage map is misleading and flat out wrong?  Part of the reason we joined was due to their claim of having full coverage in a part of Wisconsin.  First time we were there we had zero service through T-mobile, and we ended up on a AT&T network.  That then treated our service as roaming and did not allow for us to use data.  I proceeded to call T-mobile and they confirmed their map is wrong and they use a roaming partner (AT&T) there and “appreciated the feedback”.  Despite that, they haven’t corrected the issue.  Seems like a false claim T-Mobile should be held accountable for.  Anyone else come across this?  And did they report this to any regulatory authorities? @tmobile-admin

I supposedly live in a 5G UC area and I am lucky to have 2 bars of LTE, some days 1. Also, have 0 bars (no service whatsoever) where my brother-in-law and in-laws live despite both of those areas showing in a 5G area. Lastly, went camping on Saturday and it showed in a 5G area and had 0 bars, no service whatsoever. It’s bold-face lying on their part.

Report them online on the FTC site  I did this yesterday and got a call from an executive from T-Mobile today  same BS lies that every other employee has fed to me  I was actually told by a store employee years ago that their coverage map isn’t true  they list areas before they have coverage 

 

Has anyone else noticed that T-Mobile’s coverage map is misleading and flat out wrong?  Part of the reason we joined was due to their claim of having full coverage in a part of Wisconsin.  First time we were there we had zero service through T-mobile, and we ended up on a AT&T network.  That then treated our service as roaming and did not allow for us to use data.  I proceeded to call T-mobile and they confirmed their map is wrong and they use a roaming partner (AT&T) there and “appreciated the feedback”.  Despite that, they haven’t corrected the issue.  Seems like a false claim T-Mobile should be held accountable for.  Anyone else come across this?  And did they report this to any regulatory authorities? @tmobile-admin

I reported them yesterday to the FTC and am going to go through arbitration. After speaking to several employees, supervisors, Operations Supervisor, and some Executive called me today. 
  It seems that they have been caught by the FTC in 2020 claiming that they had 4G coverage and actually did not. Their response was that the FTC report was wrong. Consumers cell service, or lack of, determined that was a lie. 
  I signed up for service a few years ago in a store in Wilmington NC. I was told that I’d have coverage in Southport. Saw the coverage map. Come to find out, when I got home I didn’t have any service inside the house at all. I went back and was able to return the phone. The young kid at the store actually told me they don’t have service there yet but are told to tell people they do because they will have it shortly. 
  Fast forward to a year later. A T-Mobile store pops up in Southport. I learn that there was a merger with another company. Needed a phone so gave it a try thinking that the coverage issue must be resolved. I do have service at home, but not inside of my workplace in Wilmington. I started this job six months ago. 
  I am only asking to be able to take my phone and go to another provider. They initially refused and bill credits saying my phone works at home. Then offered two months bill credits, then the final offer was accelerating my bill credits so that I’d pay $95 for my phone instead of $300. I declined. The rational of the last conversation with the executive was “no cell provider can guarantee 100% coverage in their areas”. My response to this is that an ETHICAL provider that is truthful about their coverage area is able to say that. An unethical provider that knows they don’t have coverage that they advertise can only say that you won’t get coverage 100% of the time. There’s a difference. 

Userlevel 6
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I suspect that was Ft. Lauderdale recently.  Ine would hope that the equipment room wasn't at ground level.

 

Userlevel 7
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personally i think of the pic i came across recently from Florida where everything was flooded and a guy was taking pics from his front porch of a shark cruising between the houses..i mean just going off that alone (which happens decently often down there lol) i would think any network would have some issues..then again its kind of rebuilt over and over again..

Userlevel 6
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Florida wasn’t all that bad.  I did have only a couple of storms (only while driving, or in the middle of the night actually).  Their towers are quite tall outside the city, as the state is almost as flat as the panhandle of Texas, but has trees.  Most urban areas are similar to LA, being building mount, or small cells on utility lines/lights.  Many were more ‘rugged’ metal framed towers in the rural parts, vs. guyed wire.

Probably why there aren’t that many rural sites in FL that aren’t near the interstates or mounted to some other structure.  Of course, I suspect that tornado alley gets hit as well… just a narrower path.

 

https://www.google.com/maps/@25.9134989,-81.3710002,3a,15y,222.95h,104.95t/data=!3m7!1e1!3m5!1sAx22E3YbWLzPysTrAAsNtA!2e0!6shttps:%2F%2Fstreetviewpixels-pa.googleapis.com%2Fv1%2Fthumbnail%3Fpanoid%3DAx22E3YbWLzPysTrAAsNtA%26cb_client%3Dmaps_sv.tactile.gps%26w%3D203%26h%3D100%26yaw%3D204.40428%26pitch%3D0%26thumbfov%3D100!7i16384!8i8192

or course, some are guyed

https://www.google.com/maps/@25.8651962,-81.1139494,3a,15y,36.88h,101.37t/data=!3m6!1e1!3m4!1sLwxmSm0ZIsqzoqOI-zVS5w!2e0!7i16384!8i8192

 

Userlevel 7
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one would think Florida of all places would be a carriers nightmare seeing as how every couple years a nice chunk of Florida gets factory reset by massive storms.

Userlevel 6
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As a note:  Many areas that I’ve recently visited on a tour of Florida, specifically in non-urban areas, T-Mobile is lacking in coverage by quite a bit, but in general has higher speeds due to n71 + n25 in many rural areas where they do have service.

Areas like Ocala National Forest and the Everglades.  Ironically, these are colocation based towers, not individual.

Userlevel 6
Badge +8

‘Customer Support teams’ - you’ll need at least to escalate to tier 2 support, as the default - is ‘customer care’ which will typically ask you to  power cycle, network reset, ‘network refresh’, and after that (typically ~1-2 hours), they’ll send you to …. tier 2, which will ask you all the same questions, then if you’re lucky cut a ticket.  Typically you’ll hear “The tower is undergoing maintenance / upgrades”, or “there’s network congestion”.  It’s rare to get them to fix something, unless they were already in the process of it.  I’ve heard this for … +7 years in ‘no service’ areas from everyone up to the ERT/OEM teams.  They’ve even gone so far as to ‘claim’ that they’re building a new tower, ETA 6 months (after 6 years), with 18 months later still no ETA.

It is unfortunate that T-Mobile does this, but they’re more focused on raw performance in urban areas, followed by connectivity on suburban/major highway.

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Too little too late. Multiple locations over the last 2 years and multiple calls to ask to rectify it. Already in process of leaving T-Mobile for good.

Userlevel 6
Badge +10

Has anyone else noticed that T-Mobile’s coverage map is misleading and flat out wrong?  Part of the reason we joined was due to their claim of having full coverage in a part of Wisconsin.  First time we were there we had zero service through T-mobile, and we ended up on a AT&T network.  That then treated our service as roaming and did not allow for us to use data.  I proceeded to call T-mobile and they confirmed their map is wrong and they use a roaming partner (AT&T) there and “appreciated the feedback”.  Despite that, they haven’t corrected the issue.  Seems like a false claim T-Mobile should be held accountable for.  Anyone else come across this?  And did they report this to any regulatory authorities? @tmobile-admin

I supposedly live in a 5G UC area and I am lucky to have 2 bars of LTE, some days 1. Also, have 0 bars (no service whatsoever) where my brother-in-law and in-laws live despite both of those areas showing in a 5G area. Lastly, went camping on Saturday and it showed in a 5G area and had 0 bars, no service whatsoever. It’s bold-face lying on their part.

That is a lot of areas to have no service. Please reach out to our customer support teams so they can file the appropriate tickets and have the exact locations looked at by our engineers. Thanks

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Has anyone else noticed that T-Mobile’s coverage map is misleading and flat out wrong?  Part of the reason we joined was due to their claim of having full coverage in a part of Wisconsin.  First time we were there we had zero service through T-mobile, and we ended up on a AT&T network.  That then treated our service as roaming and did not allow for us to use data.  I proceeded to call T-mobile and they confirmed their map is wrong and they use a roaming partner (AT&T) there and “appreciated the feedback”.  Despite that, they haven’t corrected the issue.  Seems like a false claim T-Mobile should be held accountable for.  Anyone else come across this?  And did they report this to any regulatory authorities? @tmobile-admin

I supposedly live in a 5G UC area and I am lucky to have 2 bars of LTE, some days 1. Also, have 0 bars (no service whatsoever) where my brother-in-law and in-laws live despite both of those areas showing in a 5G area. Lastly, went camping on Saturday and it showed in a 5G area and had 0 bars, no service whatsoever. It’s bold-face lying on their part.

I’ve been fighting this since T-Mobile bought Sprint. Sprint was never great but we live a few miles from the former Sprint HQ and always had good coverage in the area. The new T-Mobile network was supposed to combine both networks, which obviously is not true. When we switched out SIM cards the coverage was immediately much worse. Then we upgraded phones, still terrible. I can’t get more than 2 bars at my home and it usually drops to one bar as soon as I take a call or send an SMS. Most messages to non-iPhones fail. T-Mobile’s solution was to turn on Wi-Fi calling, so thanks Google Fiber. I’m basically using my phone over Wi-Fi 95% of the time. The light pink areas on the map below (one is a large hospital) that are supposedly 4G LTE are actually 0-bar service areas. And the dark magenta is more like 1-2G.  

 

Userlevel 6
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I reviewed our coverage map and expanded the view a little bit to get a wider view. Bellmead absolutely has T-Mobile coverage. There are multiple towers in the area including LTE and 5G. I don’t know why they would tell you that you don’t have coverage there. Leroy, Tours, Watt, and Riesel are lower coverage areas, but Bellmead is covered by many bands. If you want to DM me the exact address, I can take a closer look. How long was coverage at work acting up? 

I work in Bellmead tx.  Your coverage map shows excellent coverage . But your support said I should have hardly any coverage due to no coversge there. So what is true?  Works better today some reason. 

Userlevel 6
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I recently switched to T mobile. I had good service first month. And was told they used all their own towers. Coverage at my work. Now I get very poor if any service at work. And call and they tell me it's not their tower out that way. Total lies.  Coverage map is completely red in that area too. Total lies!!!! 

Hey there @Clovis-34 Sudden coverage changes like that are not usual. I would be happy to take a second look at things to see if I can help. Would you mind sharing the area where your work is? City, state, cross streets are usually most helpful so you don’t have to name exactly where you work on a super public website. 

I recently switched to T mobile. I had good service first month. And was told they used all their own towers. Coverage at my work. Now I get very poor if any service at work. And call and they tell me it's not their tower out that way. Total lies.  Coverage map is completely red in that area too. Total lies!!!! 

Userlevel 6
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 Sadly, T-Mobile primarily still focuses on urban customers.

Rural is more of a ‘spot’ or coverage in high(er) traffic areas , and ‘claim’ to cover areas, but really don’t have any service at all.

T-Mobile has been claiming ‘verified’ service along this entire area since 2015…   Still ‘No Service’ today.

 

After calling to complain about lack of 5G or any service on parts of Siesta Key, FL where their maps lie, they had no solution, nothing. I had to keep asking until they admitted the tower had an issue, but they said there was no repair date. I gave the response the poorest rating, so I guess that trigged a “supervisor” to call. The “sup” kept saying that they wanted to tell me something, that were modernizing their towers and just kept talking about why I left a poor review. Obviously the outsource service for T-mobile doesn’t care at all about customers. 

 

Edit

Oh and I just switched to Verizon, sometimes I don’t have 5g in same area, but it’s a smaller area, and there’s always some service unlike T-Mobile.

Userlevel 6
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Typically, going through the BBB will have Tmobile contact you, and where it helps, they can deal with the “contract”.  Tmobile (and others) typically force arbitration.

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Yes, I agree! I am getting ready to file a BBB complaint as well as contact a lawyer to get out of there contract. It may not work but I am willing to throw money at it because of the way I have been treated by them. I am only two months in my contract and I was lied to about the coverage and while I was in the 14 day trial period they told me they were updating the towers and it should be fixed soon. It didn’t improve and I am now out of the trial period and stuck in their contract.

In reading back over this thread I find that it merely serves to emphasise how irritating having the misfortune of being a T-Mobile customer is. First they unapologetically daylight rob you, repeatedly lie to you, and then treat you with contempt. The real question is HOW does this company manage to stay in business?!?

 

Well, not with my money—not anymore. I solved my problem and switched to another carrier. I suggest that if you are other than one of those few individuals in the country that actually get coverage with T-Mobile (most subscribers apparently), that you do the same.

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