I used to have an amazing experience with 200MB or better download speeds over the last couple of years on T-Mobile in my NYC apartment. As an employee and ex-employee I have continued to promote T-Mobile to my friends and family.
A couple of months ago, something changed. I show 5 bars of 5G and 5 bars of 4G service back and forth, but there are practically zero services. The internet if I can even get it to register with a speed test, is 1 MB download speed at best - It’s unusable, and phone calls connect, but the other party can’t hear most of what I’m saying most of the time.
This is on multiple lines on my account in my location and on my wife's phone on her own account also at this location. The issue is all around my neighborhood - approximately a 2-3 block radius in every direction. Even my brother has these issues when he comes to visit.
Something has changed on the network - not sure if it’s 2 towers competing or what…
Multiple calls to care and they keep troubleshooting my phone and sending resets to it. They’re not listening to me when I tell them it’s multiple lines on multiple accounts. They asked me to factory reset my phone (more than once) and like an idiot, I complied with these requests. Considering it’s on multiple lines, and only an issue at my home leads me to the conclusion that it is NOT an issue with my Galaxy S22 Ultra, or my wifes iPhone 12+, or my LG V60+ or my brothers Pixel 7, or my Galaxy Watch 5 (with plan). Still, every call ends up with the same troubleshooting.
They asked me if I have wifi and if I can connect to it. I said yes - my wifi works great. WiFi calling does NOT work any better though. And, I pay for phone service with high-speed data so I don’t have to use my home WiFi. Still, I tried but no dice with making calls over WiFi calling.
I finally grudgingly threatened to port out, and they instantly put me in touch with the next level of tech support. After an hour of rehashing everything, they opened up 2 network tickets. One for me, one for my wife.
I haven’t heard a peep from anyone, and the service is still unusable.
So, what are my next steps? It’s not just my home, so others must have complained in this area.
