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Coverage woes


I moved 8 lines to TMO back in April, 2 of those lines included my parents. At their house, coverage for AT&T and VZW has always been weak, but inside the house we've always been able to make calls. But with TMO none of us can. (Note: my parents have very old phones, but my wife and I each have iPhone 6+ and 6S+ respectively. So we have a range of phones to test with.)

The first time I called in to order the signal booster (as the iPhones can get 1 bar by certain windows in the house), we were sent a Cellspot instead. The Cellspot would never initialize, so that's being returned. When my dad called today to order a signal booster, the rep decided to send out the Wifi cellspot instead (which will do them no good since their phones aren't capable of Wifi calling?).

Do the folks on the tech support line not send out signal boosters anymore? I know that TMO was happy to have an 8 line business account come to them and the price is right with this number of lines, but this is getting frustrating.

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Best answer by camattin 17 June 2017, 23:47

It's working well for them (my dad and step-mom). After my dad rebooted his old S4 even it was able to connect, so looks like they'll be staying on the account. 😊

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Userlevel 6

Hey, @camattin​​, and welcome. It's a bummer to read that we ordered equipment for you that won't actually resolve this problem! We should spend your time on the phone with us making sure that you're getting a coverage solution that's going to be the best fit for your needs! Have you had a chance to reach out and get a booster order placed instead? We should be able to send a label for you to return the CellSpot and get one on the way to you ASAP!

- Marissa

@camattin​ besides correcting the cellspot issue, curious what area you are in and what model is our 6S+.   The reason even with the other carriers you get a weak signal is of course related to distance and terrain in between you and the tower. Second is the frequency used, lower bands travel farther and things like walls and trees don't affect them to the extent the higher bands do.  One then asks of course why don't they all just use lower bands??  First just the available amount of it since that is where TV and some other stuff was. Second it is slower since it is a longer wavelength.  Up until a few years ago AT&T and Verizon used their size to buy most all of it up, that of course backfired for Verizon when you could get their signal almost everywhere but it was so slow so they ended up selling $4 billion worth to T-Mobile a few years ago.  The first iPhone that launched with Band 12 (TMO's low band) as the 6S series and for Samsung the Note 4 and Galaxy S6.  When I moved a couple of years ago like you I couldn't get any signal inside and outside was pretty intermittent even though the tower isn't that far but do to terrain and a lot of trees.  When they turned Band 12 on in Atlanta, bingo I now have service without issues. 

Hi Marissa, the signal booster has arrived, just waiting for the other two coverage devices to get cleared off the account (one was refused acceptance as instructed by whomever my dad talked to when calling the last time for the actual signal booster -- and he's taking the other back to a local TMO store today).

Mine's the A1634 which according to Apple's page (iPhone - View countries with supported LTE networks - Apple ) supports Band 12.

We're in the Piedmont Triad area of NC (Greensboro/Winston-Salem/High Point). Maybe they'll enable Band 12 here before too much longer. 😊

Userlevel 6

That's progress -- keep us updated!

- Marissa

Userlevel 6

Hiya, @camattin​! Just wanted to check in with you -- how is everything going with the booster? Are you still in limbo or have you been able to get it set up?

- Marissa

Userlevel 5

Hey @camattin​,

How is the new booster working for ya?

It's working well for them (my dad and step-mom). After my dad rebooted his old S4 even it was able to connect, so looks like they'll be staying on the account. 😊

Userlevel 6

That's fantastic! 😊 Thanks for coming back to let us know!

- Marissa

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