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No data on one 5G cell site

  • 10 October 2020
  • 5 replies
  • 327 views

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There is one cell site in a nearby town that is causing me problems: when my REVVL 5G phone is connected to this one cell site I have no data.  I can make a call while connected, but there is no data.  I can disable 5G on the phone and when connected to the same site using 4G LTE the data works.  I’m a new T-Mobile customer and this has happened since I became a customer a couple weeks ago, so this is not just a one-day event.  Other 5G connected sites in the area function normally.  I called a T-Mobile support tech while connected to this site and they did not have an answer - basically saying 5G is not working as expected in all locations and told me to turn off 5G to eliminate the problem and check it once a month to see if it’s been fixed.

The zip code of this town is 21701.  It’s obviously something with this cell site, since other sites work fine.  I’m just wondering if anyone with technical knowledge can tell me why this could be happening, does it happen in many other places, is it possible to fix this with a new SIM or a change to my account, or if it’s the cell site then when might it be fixed?

I sat in the same location and took screen shots with the phone set to use LTE and set to use 5G.

This picture shows the Cellmapper app’s information of this site when connected with LTE:

 

 

 

This picture shows the same site when connected with 5G and there is no data connection:

 

 

 

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Best answer by formercanuck 11 October 2020, 00:09

Many times, my phone will display ‘5G’, but run a speed test, and it shows connected to LTE.

Call 611.  You’ll most likely be pushed through a LOT of manual exercise/questions:

  1. Is it an R15 SIM
  2. Reset network
  3. Reset phone, clear cache

etc.

If T-Mobile’s map claims “5G Excellent Service” at that location… press them for a trouble ticket.  Chances are still good that they will claim “tower is undergoing modernization”.

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Userlevel 1
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Welcome to T-Mobile’s 5G.  i’ve been to sites where T-Mobile has ‘claimed’ 5G coverage and their is none.  if this it reoccurring, file a support ticket. with T-Mobile.  They shouldn’t be telling you to ‘disable 5G’.  The service should be smart enough to switch to 4G LTE, 4G (3G) or even 2G if it has to.

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Ah, OK, so you’re saying it doesn’t have 5G yet thinks it does, which is why there is no data connection.  Thanks.  Just to be clear, I don’t really care if I have a 5G connection or an LTE connection; but if I’m “connected” then I need to have data!  How do I “file a support ticket”?

 

Userlevel 1
Badge +4

Many times, my phone will display ‘5G’, but run a speed test, and it shows connected to LTE.

Call 611.  You’ll most likely be pushed through a LOT of manual exercise/questions:

  1. Is it an R15 SIM
  2. Reset network
  3. Reset phone, clear cache

etc.

If T-Mobile’s map claims “5G Excellent Service” at that location… press them for a trouble ticket.  Chances are still good that they will claim “tower is undergoing modernization”.

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My SIM is brand new, came with the phone, and it does say R15 on it.

I reset the network.

I cleared the phones Android Cache Partition.

Problem still exists.

The area in question says it has “excellent” service on the T-Mobile map.

Thanks for the suggestions and info.  I don’t think it’s worth my effort to call them again about this issue.  I assume they’ll figure it out soon enough.  Until then I have set my phone to LTE/3g/2g to avoid the problem when I drive through these areas.

FWIW, I went into a local T-Mobile store and told them about the problem… I got a blank stare!  I figured the local store surely would have some knowledge & experience of this problem.  Someone must have bought a 5G phone from that store, drove a mile down the road into the downtown area where they would have no data on that faulty cell site, and would have returned to the store to complain?  I guess not.

 

Userlevel 3
Badge +5

My SIM is brand new, came with the phone, and it does say R15 on it.

I reset the network.

I cleared the phones Android Cache Partition.

Problem still exists.

The area in question says it has “excellent” service on the T-Mobile map.

Thanks for the suggestions and info.  I don’t think it’s worth my effort to call them again about this issue.  I assume they’ll figure it out soon enough.  Until then I have set my phone to LTE/3g/2g to avoid the problem when I drive through these areas.

FWIW, I went into a local T-Mobile store and told them about the problem… I got a blank stare!  I figured the local store surely would have some knowledge & experience of this problem.  Someone must have bought a 5G phone from that store, drove a mile down the road into the downtown area where they would have no data on that faulty cell site, and would have returned to the store to complain?  I guess not.

 

 

 

most of the store specialists are there to sell plans/devices..anything past that and its out of their realm of expertise lol.

 

repair store maybe..

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