600 MHz band, and general service issues market wide?



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Well I called corporate T-Mobile again. I just got off the phone with them 5 minutes ago, after being on the phone with them for 2 hours. They up getting me with a corporate technical support person on the phone, and the corporate guy was on the call and listening in, the whole way through. The gist of the call is that they plan on adding more towers to the area, because of the mall and all the condominiums in the area. They claim to me that the service is excellent, but they claim that it's not enough towers. They claim that the mall and all the Condominiums are probably eating it up. Plus they can also get more customers by adding more towers(because they can support more back hall that way). They told me it's going to get escalated to offline support, Which is higher than calling corporate office. That the person I spoke to from corporate technical support is going to stay on them. They're going to basically put pressure them, and force them to get to the bottom of it. They also believe that when the other local techs claimed that they fixed the issue, that they were lying and never really completed the job. They just said it was completed, taking the lazy way out. They kept apologizing, and kept saying they're sorry. They told me that they're going to get to the bottom of this, and they really want to fix this. If it means adding more towers, then it means adding more towers.

The person from corporate technical support, told me he's going to give me a call back whenever he hears some information. Which again he's going to pressure them, to give him some reasonable answer that would affect me in a good way and improve my service overall on the market. They said they're not going to stand for anything less. So let's see how it goes.

Userlevel 6
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Well let us know if it ends up being resolved

I can but this is going to take a long time because they're talking about adding a bunch of brand new cell tower sites from scratch. With you being tech savvy, you should know it can take up to 2 years per tower. They're saying everything I mentioned, which is the same things I talked about here. Which both people from corporate told me that it's very logical, what I'm saying and makes complete sense. Especially with me doing multiple market wide tickets in the past. Which they agree with me and believe me, just based off the diagnostic that they see on their end. Which is just me using the phone normal, and then collecting the data. They don't understand why it's not working, but they're local techs claim the service locally is now working, and completely 100% up to par with T-Mobile and the way supposed to be done and whatever. But they still see the diagnostics showing bad service all over the market. So they're confused as well. They don't even understand the full scope of the situation. But they're trying to, they're trying to get to the bottom of it now.

can but this is going to take a long time because they're talking about adding a bunch of brand new cell tower sites from scratch. With you being tech savvy, you should know it can take up to 2 years per tower. They're saying everything I mentioned, which is the same things I talk about here is very logical. Especially with me doing multiple market wide tickets in the past. Which they agree with me and believe me, just based off the diagnostic that they see on their end. Which is just me using the phone normal, and then collecting the data. They don't understand why it's not working, but they're local techs claim the service locally is now working, and completely 100% up to par with T-Mobile and the way supposed to be done and whatever. But they still see the diagnostics showing bad service all over the market. So they're confused as well. They don't even understand the full scope of the situation. But they're trying to, they're trying to get to the bottom of it now.

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Yes, I understand the time it takes for equipment to be installed for a market. Honestly most of the hold ups come from the local governments being slow to provide the permits needed for a site. The original reply was just ment to show that I read what you posted and am still actively interested in helping you since I don't really have much more that I can say for this matter.

Thanks again! I really truly appreciate all your help. Talking to you is making me understand is even more than what I already do. It's blatantly obvious what they do. And I'm glad they're finally taking initiative. I just really hope that they really fix it. I hope they really add the appropriate new towers, in the appropriate locations. They were really dropping the ball here. But if they fix it they can make up for it. I'm just hoping this time around this really is the causing me fix it. But I will gladly keep you updated throughout the process. Next time the guy calls me which should be relatively soon, I'm going to let you know and give you an update.

Thanks! I really appreciate all your help, and you're continuing help!

Well Oscar from corporate technical support is supposed to call me back when he gets any updates related to this. He said it shouldn't take long to get the first wave of updates. So once I receive information from him, I'll get in contact back with you. I will let you know what he said. Hopefully Oscar has some good news for me. He said he's going to pressure them and stay on top of them. It's going to be taken to the offline people, again which is even higher than me calling corporate and me speaking to them, or even speaking to corporate technical support. They said from there it could even be escalated higher, higher and higher. Till the people that have the right to make these decision get their hands on it.

Userlevel 5

Hey @am321

Just checking in here to see how things are going? Have you heard back from Oscar yet?

No I did not hear back from Oscar yet. He did tell me  that it may take a while possibly to get a response. I think it's coming from the offline people Which is higher than even calling corporate. That's the people specifically who is going to respond to corporate technical support rep Oscar. That's how high this issue was getting taken because both corporate people Oscar, and the corporate customer care representative who was also on the call. They believe me and see the problem. Which they see I've been a customer for 11 years, not only that everything I'm saying has evident proof by local engineer seeing it person, and all the diagnostics even when I spoke to corporate the other day.

But then as you know, it can take up to 2 years to build these said towers from complete scratch. Because they're talking about completely building new towers from scratch. Completely new cell sites that don't exist and adding them. Because they say they're dropping the ball with the coverage map. Which it comes down to either providing the coverage map to be piss poor throughout the Miami Dade/Broward and Palm Beach Market(which they both agree with me on that, including the corporate woman from before I mentioned in other replies). Or they have to provide the correct service according to the map, which is excellent. Which my building is only one year old built from scratch, so it's more than capable of receiving the signal especially 600mhz. Which that means my Galaxy S9+ actually having and showing the improved signal. Nothing more, or nothing less than that. Which every single corporate person I spoke to acknowledges and agrees with this. So now something needs to get done. It's all recorded and everything these calls. It's all there that they're telling me this. They're agreeing with me. So now something needs to happen. Which now there's nothing else to be said, unless showing me one way or the other.

Also I don't know why you are answer is check marked green, that it's the correct answer? It's nowhere near correct nowhere, and nowhere near getting done. Plus you're not even in corporate or offline to be able to even help me or answer this. So the answer is not correct and I would like it to be removed as the correct answer as well. Because it's nowhere near the answer.

You're checking up on me and my issue, which I do appreciate and thank you for. But at the end of the day like I said something needs to be done. Either they need to show me the very very bad piss poor service, or they need to improve the service overall in the whole entire market. To make it actually work as said according to your T-Mobile coverage maps on T-Mobile's website. So it really boils down to just that and nothing else. So until that time, one of the things happened that I mentioned. There's no correct answer, and will not be your correct answer until then unfortunately.

Userlevel 5

Not sure why that answer got marked correct. I apologize about that. After reading through your entire post, you have definitely put in way more time than any customer should ever have to and I believe that working with Oscar is going to be the best way to proceed with this. Please do keep us updated as to what you hear from Oscar and his team.

I mean there's 100 towers nearby to me, according to the open Signal app. Also according to the open Signal app, the map shows red horrible signal. While T-Mbile's coverage map shows excellent signal, even verified by user data. Which is false because what I'm getting on the open Signal app, I can see and test by using the phone. I cannot do anything like that with the T-Mobile coverage map. I say that based on what I'm getting on my phone and what I can do. If you take a look at my account and you take a look at the diagnostics, you will see every single phone call  100% made since I reported the 48 on the app in January has been having some type of issue.

I mean my cell signal is so bad, that the T-Mobile app and the open Signal app find my tower or location in the middle of the Atlantic Ocean by the equator. I'm even getting edge "E" internet, on a Galaxy S8, and now Galaxy S9+. Wi-Fi calling is not working property like I mentioned in this post somewhere above recently. But this is supposed to be an excellent coverage area. Please take a look at my diagnostics in November, then take a look at my diagnostics from December 17th until now today. You'll see how bad my service is. By the way my issues is even market wide, which is verified by local tech engineers coming out and assessing the problem. Plus I even have multiple tickets as you seen in the system, all of them tri county based on this.

I'm even getting lied to for one specific location. My friend switched to T-Mobile in November. A separate different account which is even listed in one of the tickets, his phone number and address. The phone number with 786 area code, and the Percival Ave address attached to it. They claim the closest tower back in November. Was getting the modernization upgrades, but they claimed that the service will be up and running and fixed in the first week of January. Now we are in the middle of March, but he has an iPhone 5 getting 0.1 data day in and day out because he lives there. I go to his house at least once a week using a Galaxy S8 and now a Galaxy S9+, I'm still getting the same thing. I can't even load one YouTube video properly, can't even do hotspot anymore(which I used to do before November on a snap of the finger in full HD, even Netflix). I have always gotten 4 bars and he's always got 2 bars with his phone(even before switching to T-Mobile). The bars are the same but the speed is atrocious. He can't even send iMessages sometimes and thinks he's on text message it's so bad. But they don't have any fix, and they claim it's up and running now but it's still doing the same thing. Things like that for example. Still hasn't gotten fixed. My friend even has a signal booster in his house, and it's still doing 0.1 speed day in and day out. So I know it's not only me as well.

I would definitely bring these type of things up in a meeting next time you have one! These are major issues and we're getting lie too! He may be a customer for a few months, but I'm a customer of 11 years wanting my service. I mean the reason he switched because he saw how good the service was with me. Now he's witches broom and all all of the sudden he wants to leave T-Mobile. Even seriously considering leaving less than 6 months with the company because it's so bad. Witch you(T-Mobile as a whole) do nothing to fix it at all!

I mean we keep getting discounts on our bill, which we don't even request or want both of us my friend in my account. But what good does that do us, if we can't even get our service running properly throughout the whole Market. Mind you my friend's house to my house or the 20 mile difference in between. Boca Raton address you saw me mention earlier, is 38 miles north from me in the last County You service North(Palm Beach County). Which I travel to the last County you Service South which is Miami Dade County. The county where my other friend is and where I live, even where the account address is my business. I mean it's every single County, all over. Which is quite evident. I mean honestly this is happening all over the country, as you see me post the link to the other post. Which there's a handful of post like this throughout this site. Claiming one thing but you provide another. I'm honestly surprised you didn't get any lawsuits yet for lying to the customer about the coverage map. I mean it's a 360 different than what your coverage map says. It will be one thing if it was just slightly different. But that's not the case. My service is piss poor but you show excellent. To me that the 360 different than what you claim

Hey this is just an update. So far I have not gotten a call back from corporate Technical Support Tech Oscar.

But I've seen the signal bars on my phone improve. But the internet is still very bad, and the calls still have a lot of issues on ever call. It went from being 1 bar all the time, to now having between 1-3 bars, but majority of the time I have between 2-3. 3 bars just started recently today, so maybe they're finally working on it(after 2 different corporate calls). But the internet is still not that good, it's very slow and not everything loads properly because of it. It also seems to be spotty, meaning that I still have the same bars, but sometimes it would work partially and sometimes it will not work at all. But now majority of the time it does work but not properly.

I know these type of things I mentioned above can be part of adding new towers, or even just modernizing towers until they're fully up and running.

Also another update that I forgot to mention to you is. My friend's house, the Percival Ave address you see on 1 of the tickets, with the 786 phone number attached to it. Well the service has improved, but it's very inconsistent. What I mean by that is it goes from 20Mbps-30Mbps to like 1Mbps-2Mbps, and then jumps back up to like 10Mbps-30Mbps from one second to the next. Which it does that every second. So in turn if I'm watching Netflix through the app, it goes from 1080P to 280P quite often. Also sometimes the internet would be blazing fast with the Chrome browser, and then sometimes it would be slow and like lagging and something's failed to load like I mentioned for my house. My friend with the 786 area code phone number that lives there, told me that when he called them(one of the many times he called) got a new date of March 18th was when the tower was going to be fully up and running. I went to his house after March 18th, and this is the results I got now, which is the first time since November I got something like this or even remotely close to it. But if this is what you claim excellent coverage for his house and it's very problematic like this. Then you also need to fix the coverage map for that specific location as well. Which I don't understand why you can't get it up and running to the way it was before November. Which I was always getting 25 Mbps or more and never had an issue with running HD on Netflix, even through hotspot. The quality never downgraded or anyting once in 3 years at least for that specific location. Then all of the sudden last November it went 360 the opposite and it's never been the same since.

Which this seems to be the new thing everywhere since December. It's like you changed your service to be great, and then all of the sudden you became the old T-Mobile you once were, in terms of back when you weren't that great and you were known to have all these issues across your network nationwide(when you had the horrible 3G and 4G, before you stepped it up and took it serious to change and improve your service quality). It's like you wave the magic wand and poof lol, you reverted completely backwards to that time of T-Mobile's life lol. Which is pretty much almost everywhere I travel in the whole entire market. Which again I'm not in a small Market, from what I'm told is that I'm in one of your biggest markets in the country. In the Miami/Fort Lauderdale/Palm Beach Market.

I mean this whole entire Market is expanding. In terms of more people moving here, a lot of new businesses and companies, and new residential places popping(including expanding into the everglades like never before). With that being said, if you need to add new towers from scratch to support the customers that you have in this huge growing market. Then so be it. But to leave customers completely in the dark, and having to go through all these links. Having all this proof to back up my claims. Even stuff on your end like that agnostics in your system. But you still don't give me an answer you guys still leave me in the dust. Which nothing is getting fixed! I think that is very wrong! You claim to be changing, you claim to be for the customer! You came to be a different carrier! But there seems to be issues that no one seems to care about! Including the offline team Which is higher than even calling corporate! I mean what else can I do and what and what else do I have to do on my own, in order for you to make this right for the customer. Which you guys are clearly in the wrong 100%. Including with massive evidence on my end and your end to back it up. Which includes local engineers assessments, what you see in diagnostics on your end just buy me using the phone normal, what I have backed up as far as screenshots and video screen captures of all this. Not to mention, at least 48 reported issues through the T-Mobile app(which was all from one week).

I mean so at this point I need a real deal solution. Including if you're going to improve the signal on my phone, actually make it work. You guys cannot fool me by just adding more bars but the service is staying exactly the same. Which appears to be the case as of now. Which even now the bar is still fluctuate, and time they still get one bar staying the same for a while(like last night).

I mean there's even populated plazas. Like this one plaza for example that has a Home Depot, Best Buy, Chick-fil-A, Twin Peaks, Miller's Ale House, Arby's and some other big name stores in the plaza. Even right across the street from the Plaza(which is back streets leading to the main streets basically) there's a Costco Wholesales Club . Then all this is situated basically one stop light away from a major highway(once you get to the major street(witch is .1 at maximum once once you leave the plaza or Costco parking lot). But the point of this is is I get horrible service to the point that my phone is not usable anywhere. In any stores, in any restaurants, even at Costco. Sometimes I go to Twin Peaks or Miller's Ale House to watch the UFC fights and I'm there for like 3-4 hours at a time. But I'm unable to use my phone even make a simple phone call. Even stepping completely outside. Because I get one or two bars that is unusable service. I mean things of this nature that make no sense. And it has been happening for many years, which I reported this a T-mobile make tickets. Which there's even many towers in the area. Mind you this area is a very populated area, off a major Street. It seems to be the more populated areas you go to the horrible of the service you get.

Like for example I was able to find the first quarter of last year's traffic count, adding both directions numbers for that area where the plaza is and everything. We've got a total of 69974 traffic count for a whole first quarter year in both directions. So with that being said you can only imagine how many people stop in to the stores and all those places in the plaza. So these areas are populated and I'm getting no service for example. My home is .9 miles from the second biggest more land size in the whole country. Which by the way they are expanding the square footage by adding more to this mall. Which the construction already started. So I mean it's going to get bigger, have more places to shop and eat at and you're going to have less service because more places added. I mean it's clear as day you guys are dropping the ball. But what are you guys really going to do at the end of the day to fix this? This is a serious question that seriously needs to be answered, weather on here, with not a generic response. Whether it's corporate technical support, or just customer regular corporate customer care. Whether the offline team called me personally and explain this to me, but at the end of the day we need it clear cut and dry answer of why it's happening and what's going to happen to get this fixed market wide.

* like diagnostics

Also sorry for the spelling errors, my autocorrect is changing it and I don't realize it. Which I can't edit these post after a certain amount of minutes.

Also sorry for typing a lot. I just have a lot to say to this because I've been through a lot and I've been left in the dust. I mean I know you specifically want to help chris, but it's out of your hands and he's much more to be done than what you can do. I just wish we get to a proper solution one way or another. I just want this to be fixed

*mall land size

The maps show that there is a TV station scheduled to finalize repacking in South Florida by June. Probably the 600 MHz band was preinstalled and will be activated when it is complete. What's strange is the poor performance of the network in your area, despite the new towers.

First off thank you for replying to me and giving me this information. Second of all where did you get this map from? As I would like to see the map, or the app that is displaying this map and letting you know about the TV station.

Also are you actually seeing the new towers on the map? Or are you just assuming that based off what I said? Because I have a feeling like you're basing it off what I said, which I could be wrong. But that's the feeling I get. The reason I say that is because I did discuss within the last week with corporate customer care, and corporate technical support on the line at the same time. Which they were talking about adding brand new cell sites from scratch. In other words adding brand new spectrum in the area. Which I don't think within one week already they're going to have a brand new cell site from scratch put up and ready to go. Which they're talking about adding multiple, but I don't even think one can be completed in about a week's time span. So I just want to make it clear that if you are talking about what I said about the new towers. They're not up yet, not even close. Because they just been discussed last week like I said. Then I have to wait for my call back from Oscar from corporate technical support, which can take a while he said. Which he was forwarding this information to his boss and his boss was going to forward this to the "offline department", Which is higher than me talking to corporate customer care and or corporate technical support. At this point Oscar from corporate technical support is just the middleman or the messenger in other words, just relaying the information to me.

This is just an update, so far I have not gotten a call back from technical support Oscar. I'm starting to feel like my conversation with corporate for the second time was just a rouge. So if I don't hear back from anybody by next Monday, then I'm going to be calling corporate again. But if I'm getting the same BS answers, then I have no choice but to leave T-Mobile unfortunately.

Here's another update period last week I called into corporate myself again. I spoke to a corporate customer care representative. She ended up telling me that they're working on the towers now all of the sudden again. After T-Mobile claimed before that they were 100% up and running according to the way T-Mobile likes and wants it. Like I mentioned before, how one day to the next it was broken now fixed. When they said it was going to take a long time to fix.

But I didn't get a call back from Oscar as of yet, and this corporate customer care representative couldn't tell me why he didn't call me back, or if he even would.

But right now I haven't seen any Improvement all over the market indoors, outdoors, driving etc. It's still the same as I last explained it to you in my previous replies. But the corporate customer care representative ended up giving me April's entire bill for free. She said especially I've purchased Galaxy S9+, the same exact service was occurring but the issues. Then to add the cherry on top, Wi-Fi calling not working on the device like I explained in the previous replies above. So like I said she ended up comping April's bill. But honestly how many times can they keep giving me discounts or free month's on the bill. I mean all I want is my service to be working like it's supposed to, and to get what I paid for. I don't want any compensation.

So honestly I do not know what to say or do anymore!

Userlevel 6
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I know your pain and that is how it was for me for a while as well. Honestly it is just a waiting game. This type of stuff doesn't happen over night. It often takes months just to get a permit filed to let someone install new equipment on a cell site. Thanks for the updates though. Try to hang in there.

I'm not talking about the new cell sites. I know how they work, and I discussed it with you above if you remember. Sorry I should have been more clear. If you remember before I spoke to corporate customer care even the first time. First they told me they're working on the towers market wide and that it was going to take a while. This was just to fix the issue with already existing towers. Then within 24 hours they told me that it was completely working up to date just like how T-mobile wants it with all the towers market wide, according to the local engineers. This was before I called corporate the very first time. Then the first time I called the corporate, all they did was just forward a ticket to try an escalate this issue. Only the second time when I talked to a corporate customer care representative, while on the line with a corporate technical support tech which was Oscar. Only then did we discuss adding brand new cell sites. The second call to corporate which was this called call with Oscar, they couldn't tell me what was going on at the time. But when I called corporate for the third time, it was when the lady told me that they are working on the towers again(not adding any new), So it took me 3 corporate calls, just for them to continue working on the towers. Not giving up and closing the case, which was the problem when I was talking to the regular techs. Before even calling corporate the first time.

Here's another update.

As of April 4th, I have still not received any call back from Oscar in corporate technical support. The service is exactly the same as before even talking to corporate the first time.

Also the other phone number on the account is having the same issues I'm experiencing. They're using a Galaxy S7. They keep dropping calls left and right and having all these bad experiences with the cellular service throughout the market they're explaining to me. So this is a second number completely different from my device(one attached to this account, and one number not attached to this account), thats having these issues market wide. This is seriously something that needs to be addressed and not ignored. It clearly is not only me.

Mind you, even last night outside my house I was getting 4G(no LTE). Which you know, is unusable for me anywhere I've been in the country since LTE deployed with T-Mobile. Like I explained before when I have 4G the phone becomes basically a bricked device. Which was happening outside my house.

Then this morning traveling to work, my network became 4G again. I was unable to use the phone for anything, including making a simple basic phone call. This was a little ways from my house so definitely it would be a different area, and a different tower for sure than the tower being used for my house(even the short range towers that I mentioned before).

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