hbbates

    OK So I live in Las Vegas and ive been seeing Ultra slow LTE speed for the last two month ... I have open many tickets and Tmobile will not address ...why!

     

     

            

    DateConnTypeLatLonDownloadUploadLatencyServerName
    4/20/2017 19:26Lte36.2729-115.13330.557.8438Las Vegas, NV
    4/20/2017 19:50Lte36.175-115.13720.8814.0622North Las Vegas, NV
    4/20/2017 19:53Lte36.27819-115.181153.6211.7625North Las Vegas, NV
    4/20/2017 22:01Lte36.27824-115.181091.525.1822North Las Vegas, NV
    4/21/2017 7:04Lte36.27834-115.1812524.5220.8719North Las Vegas, NV
    4/21/2017 7:05Lte36.27831-115.1811621.3423.7526North Las Vegas, NV
    4/21/2017 7:35Lte36.27828-115.181148.5315.7317North Las Vegas, NV
    4/21/2017 7:46Lte36.27827-115.181142.469.1721North Las Vegas, NV
    4/21/2017 9:03Lte36.27818-115.181315.3218.5525North Las Vegas, NV
    4/21/2017 9:27Lte36.27831-115.18121.718.9621North Las Vegas, NV
    4/21/2017 10:15Hspap36.27846-115.181252.881.321North Las Vegas, NV
    4/21/2017 10:47Lte36.27813-115.181285.396.7525North Las Vegas, NV
    4/21/2017 12:13Lte36.27824-115.181135.130.5317North Las Vegas, NV
    4/21/2017 18:32Lte36.28637-115.178480.431.1828North Las Vegas, NV
    4/21/2017 18:38Lte36.28626-115.178340.360.35150North Las Vegas, NV
    4/21/2017 19:21Lte36.28634-115.178530.423.222North Las Vegas, NV
    4/22/2017 7:31Lte36.27822-115.1811715.8815.0737Las Vegas, NV
    4/22/2017 12:33Lte36.2176-115.241696035.9428North Las Vegas, NV
    4/22/2017 12:35Lte36.21726-115.2417666.2330.9228North Las Vegas, NV
    4/22/2017 12:44Lte36.2176-115.179751.076.6624North Las Vegas, NV
    4/22/2017 18:35Lte36.27496-115.1793113.3820.4526North Las Vegas, NV
    4/22/2017 20:21Lte36.27818-115.181060.535.3920North Las Vegas, NV
    4/23/2017 7:33Lte36.27829-115.181141528.2619North Las Vegas, NV
    4/23/2017 15:38Lte36.28642-115.178468.34.0321North Las Vegas, NV
    4/24/2017 9:08Lte36.27824-115.1812511.10.5425North Las Vegas, NV
    4/24/2017 9:09Lte36.27824-115.1812514.261.12380North Las Vegas, NV
    4/24/2017 15:24Lte36.27828-115.181253.722.5532North Las Vegas, NV
    4/25/2017 8:08Lte36.27818-115.1811316.680.7228North Las Vegas, NV
    4/25/2017 14:14Lte36.27489-115.179262.8316.8326North Las Vegas, NV
    4/25/2017 21:01Lte36.27817-115.181150.543.9421North Las Vegas, NV
    4/25/2017 21:16Lte36.27815-115.181170.97.3923North Las Vegas, NV
    4/25/2017 21:18Lte36.27817-115.181130.565.9720North Las Vegas, NV
    4/26/2017 11:44Lte36.27825-115.1811610.390.7330North Las Vegas, NV
    4/26/2017 11:45Lte36.27825-115.181165.15523North Las Vegas, NV
    4/26/2017 11:47Lte36.27825-115.181195.231.12194North Las Vegas, NV
    4/26/2017 11:47Lte36.27825-115.181197.450.8715North Las Vegas, NV
    4/26/2017 15:44Lte36.27836-115.181210.582.3219North Las Vegas, NV
    4/27/2017 8:47Lte36.27823-115.181164.452.7922North Las Vegas, NV
    4/27/2017 11:47Lte36.2783-115.181241.083.725North Las Vegas, NV
    4/27/2017 14:13Lte36.27831-115.181220.291.239Las Vegas, NV
    4/27/2017 19:42Lte36.27818-115.181131.199.8340Las Vegas, NV
    4/28/2017 7:02Lte36.27828-115.1812322.4111.3728North Las Vegas, NV
    4/28/2017 12:37Lte36.26165-115.176421.5210.6624North Las Vegas, NV
    4/28/2017 12:40Lte36.26206-115.1787243.7113.4831North Las Vegas, NV
    4/28/2017 17:29Lte36.28622-115.178590.552.824North Las Vegas, NV
    4/29/2017 10:07Lte36.27825-115.181193.761.7622North Las Vegas, NV
    4/29/2017 17:10Lte36.20345-115.2560.30.4921North Las Vegas, NV
    4/29/2017 18:25Lte36.28641-115.178590.325.5324North Las Vegas, NV
    5/1/2017 16:29Lte36.27833-115.181130.771.2728North Las Vegas, NV
    5/1/2017 17:23Lte36.27493-115.179256.7819.2527North Las Vegas, NV
    5/2/2017 17:09Lte36.27825-115.181260.740.9731North Las Vegas, NV
    5/2/2017 20:00Lte36.27817-115.18120.594.0718North Las Vegas, NV
    5/3/2017 16:36Lte36.27841-115.181150.493.0321North Las Vegas, NV
    5/3/2017 16:37Lte36.27841-115.181150.690.4821North Las Vegas, NV
    5/3/2017 18:39Lte36.2864-115.178511.413.6821North Las Vegas, NV
    5/4/2017 9:05Lte36.27822-115.181191.322.5394North Las Vegas, NV
    5/4/2017 9:05Lte36.27822-115.181196.031.1327North Las Vegas, NV
    5/4/2017 17:51Lte36.27823-115.18110.658.9124North Las Vegas, NV
    5/4/2017 18:33Lte36.27504-115.17936.6115.0127North Las Vegas, NV
    5/5/2017 20:41Lte36.27821-115.181141.156.1820North Las Vegas, NV
    5/6/2017 12:42Lte36.20371-115.255812.5414.419North Las Vegas, NV
    5/6/2017 16:39Lte36.27496-115.2147425.251.4121North Las Vegas, NV
    5/8/2017 8:37Lte36.27831-115.181286.73.8832North Las Vegas, NV
    5/9/2017 20:14Lte36.27818-115.181260.776.0819North Las Vegas, NV
    5/10/2017 19:12Lte36.27487-115.17931.8916.7128North Las Vegas, NV
    5/10/2017 19:12Lte36.27487-115.17932.7815.9228North Las Vegas, NV
    5/11/2017 14:10Lte36.27828-115.181230.280.639Las Vegas, NV
    5/11/2017 14:44Lte36.27831-115.18120.313.9525North Las Vegas, NV

      All replies

      • tmo_marissa

        Ouch, multiple tickets! Sorry to read you're experiencing this and that it's been going on long enough to have more than one ticket filed. I know they can take some time, but I'm hoping if more than one's been filed that some results have come back at least once -- were you able to check back on any and re-file, or are these tickets all for separate issues?

        What type of phone are you using? Are you seeing these speeds in one location, or everywhere you go? Have you received any troubleshooting recommendations provided so that we could rule out hardware or system issues? You're in a super fast-paced city, I hope we can help get your data up to speed!

         

        - Marissa

          • hbbates

            I have the new S8+ but also see the same slow speed on my old Note 4 .. I've swapped out the sim.. no change...

            I’ve also driven the area to get on different towers ... get same slow speed..

            But not everywhere... note the test on 4/22/2017 12:35 on was on the on the other side of town and got 60 meg speed ....

            Also note I have gone in to my local T-Mobile 6525 N Decatur Blvd Suite 130, Las Vegas, NV 89131 and your own employees were seeing the same slow speed on their phones and I ran the same test on the display phones.. The same slow speed

            I’m using the speed test app from Ookla (that the T-Mobile rep in one of the tickets recommended) that what the excel I posted is from. But also used other speed test apps

            And also to cross check speed test ive been doing small file size app down from google play.. a 5 meg app the takes 2.5 to 3 min on T-Mobile LTE, takes 1 to 2 sec on my home wifi at 50 meg

            The tickets keep getting kick to 3th level and then gets close NTF

            I'm a Network Engineer with 30 plus years on experience in telecom and data networks. T-Mobile has a problem in the network in North Las Vegas.

            Look at the excel I posted, call your local store and test with your own employees .. but will you please address the issue!

              • tmo_marissa

                Wow, kudos for the investigative homework you've done! Since you're replicating the issue with the same SIM in different devices, after a SIM swap as well, and have other folks using their own TMO SIMs in their own equipment seeing the same issue, then I agree it seems like it's a network concern (rather than a SIM/device/account provisioning issue). If it's isolated to one part of town, it may be congestion related -- it definitely seems notable that your data support a pattern where the early afternoon and evening seem to yield worse speeds than morning (not that I am saying those are fantastic, and there are a few exceptions to the trend).

                 

                Typically, if that were the case, we would see the congestion outlined on the map of your area and provide that advisement up front to prevent the ticket runaround, though it would be helpful if the Service Inquiry ticket were returned with that information as an explanation! The tickets are the best way to advise our engineering team of any network issues since we use the data we see on our side as the starting point for research, but it's a bummer to hear that they're being closed as "no trouble found" after being escalated all the way up to the third tier. I know from this forum that Las Vegas is an area where we've had congestion concerns -- although we've had at least one recent user report of improvement! When you worked with us over the phone, did we mention at any point if your area is impacted by congestion?

                 

                - Marissa