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TECH SUPPORT FAILURE

 

 

I have had problemes with erratic connections dropped calls and delayed messaging for well over a year at my home in central Dallas. address is on account.

I have spent hours with tech support with suggested interventions making no difference. They have suggested and I tried local repeater , replacement of local repeater, reconfigurations on several occaisions and lastly a replacement of my phone for " increasing bands" by Tmobile with a EOLed refurb that had the same exact band coverage and a charge of full retail of $350 ,(fortunately negotiated to a more reasonable charge).

This refurb has lasted 6 months when the screen failed. (Unwetted, apple only accesories and no dropping, well cased and not a scratch on it).

 

Away from my home , a widely fenestrated 20's bungalo without apparent structures or geographic obstructions, it seems to work well.

 

I was able to move the SIM card to an old 5s while I decide my next move. I GET 1 bar and frequent  “NO SERVICE”

This has take me hours and was no less productive for you.

Folks , especially the storefront folks, have all been very nice,

but this has been a failure plain and simple, with the tech folks clearly just running a dysfunctional menu, without much in the way of inspiration.

Their suggestions, universally unhelpful.

NO ABILITY TO SEND THIS TO THEM , JUST TO CALL, AND I AM JUST NOT WASTING ANY MORE TIME WITH IT

 

if signal improves once you leave that area its safe to say its the tower that is nearest you that is the problem..if its been like this for a year its safe to say its probably not going to improve.

 

have you always been a TMO customer or were you a Sprint customer up through the merge?


TMO

 their problem solving plan is likened to trying to get over a ten foot wall with ten one foot ladders.

 

All the ladders work just fine, but….


yeah pretty much...since the signal improves once you leave that area its safe to say its that tower..could be down and youre pulling in from a further out tower….or a further out tower is down and pushing all the people normally on that one onto yours causing capacity issues..

 

phone was purchased from TMO or brought in by you as a BYOD?


The tech Sup folks said it would have more bands so had me return my phone for it. Then they sent me an SE16 with EXACTLY the same radio, bands antenna for my 5.  So it is a phone from TMO, not BYOD, as was the original .

the one they sent was EOL at the time sent and then tried to charge me $350 for the privilege of the “upgrade”.     They settled for $100 and the refurb had a screen death (still receives calls you can’t answer) at 6 mos.

I am not going to replace hardware until I know it isn’t a network problem , but they seem to be incapable of doing anything of running a script for support and making suggestions that they don’t follow up, but rather just start at point Zero with every contact.

My suspicion is that the now terminated 3G was taking up some slack.

TMO is just a failure at troubleshooting, and I should have cancelled the account at the first sign of trouble.


avoid calling in and if you need to contact them hit them up either through Facebook or Twitter..higher tier support than the call in agents.


Wrote the folks in Customer Service in Albuquerque.

Got nice call back.

I appear to be in a dead spot for LTE and 5G.

they sent an LTE repeater that won’t connect with TMO

I did all the troubleshooting in the Setup Document.

Web site in setup document just goes to general support menus. wasted time.

30 minute call to tech support , so far and still waiting to speak to the specialists in the LTECell setup.

while waiting they suggested I reconfigure my UDP ports and call ATT , my ISP.

That is just ore distracting complication.

Once again they are trying to fix a network problem with hardware and,  Doh, it  isn’t fixing the problem.

As I said in OP, Refurb iPhone SE they had me buy died at 6 months. screen lights but is blank, and the replacement will not access LTE towers. Finally got a look at the coverage map they use and I am in a band where coverage is very poor, between towers of both LTE and 5G. I am near the center of Dallas, not surrounded by buildings, trees or living in a Faraday cage.

TMO folks have all been nice, just not able to progress, and the solutions offered just consistently creating more complications.

Time to verify the coverage of other carriers, and if they are not using the same tower sites move on.

 

 


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