Approximately three- four weeks ago I began experiencing a drastic slowdown in internet speed using my Web Rocket 2.0 USB device. I never showed more than one bar (often zero bars) on the webConnect Manager but up until then I still received reasonably quick internet speed. While I would initially connect to the internet, if I tried to browse to any pages, I would often get a message “loading (page)” then “sending request to (site)”, then finally “This web page is not available.” I tried three browsers with the same results.
On Wednesday, January 11, I called T-mobile and was finally connected to “Chris”. I told Chris the situation and also that the webConnect Manager window would alternate back and forth between 3G and 4G. Chris connected me to another representative also named “Chris” who explained that it sounded like a tower problem since I was only showing at most one bar, and he put in a service order for me. He said someone should be out there to check the towers within 3 days, and I should call back
On Friday, January 13, I tried to contact T-mobile to find out the status of the service order, as a three-day weekend was coming up. I tried the 1-800-866-2453 Customer Service number and answered a ridiculous number of questions from the automated service before I could finally reach a person. “Kirk” asked me the same series of questions, and kept putting me on hold. Finally he said that the engineer had made a note to the service order indicating that efforts were being made to build more towers and improve service on my area. I asked what could be done to help my internet service now, and he could only tell me to check again in three more days.
I tried to contact someone through the chat service, but the page connection kept timing out (the problem I was calling about in the first place). When I was able to maintain a connection, the chat service showed all agents were busy or offline. Finally I was able to contact “Alexis M”. After I again explained the problem, she said she could not help me with this device and gave me yet another customer service number to call. She also gave me this answer:
“I am seeing here a note left from an engineer in that area :We still have upcoming 3G Infill sites scheduled to integrate this year and future site planned near the area. This will help improve indoor and outdoor coverage near customer location. Currently, continous optimization of the area is on progress with the objective of improving coverage and elimnating drop calls”
She was unable to provide any other assistance. So I called the number she gave me and it was exact same automated service I had to deal with before. I still do not have dependable internet service, and I do not know how long it will be until I do.
My contract does not end until October of 2012. Until now, I have been very pleased with the service.
Hopefully I can post this before the connection times out. Hopefully someone from T-mobile will respond to this.