No Service - Brand New Account

olxtp

    We have had T-Mobile now for one week, 4 new iPhones from T-Mobile, and are chronically getting "No Service" in our home (which never happened once in 13 years with Verizon) (zip 85212). This is happening on each of our phones. Very frustrating. Can you assist?

      All replies

      • tmo_marissa

        Re: No Service - Brand New Account

        Welcome, olxtp! Sorry to hear your first week has been peppered with in-home coverage concerns -- that's not exactly the welcome mat we'd like to lay out for a new customer's family! I took a look at the ZIP you provided on our Coverage Map and it looks like signal varies in that area from excellent to fair, depending on which part of Mesa you're located in. I did check our internal map for you as well, and didn't see any outages, though it does show that two towers were recently modernized -- though I'm not sure if they're near you or not! If you go to the map, select your iPhone model and take a look at your home address, what does the projected coverage look like?

         

        - Marissa

        • drnewcomb2

          Re: No Service - Brand New Account

          Where are you, relative to the airport? (N, S, E or W)? Most of the service around Mesa shows up very good on 3rd-party coverage maps but data gets pretty thin east of the airport.

           

          Can you describe the materials your home is made of? Do you know if there's an aluminized-mylar vapor barrier in the wall? Do you have broadband Internet service in your house? Do you use WiFi calling?

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            • olxtp

              Re: No Service - Brand New Account

              We are a couple miles north of the airport.  Basic 2003 home construction - no barrier walls.  We have cox internet with a wifi router - we do not use wifi calling.

                • drnewcomb2

                  Re: No Service - Brand New Account

                  Many houses built in the 21st century were made with a vapor barrier (wrap) between the frame and the siding that is made of mylar film with an aluminum reflective layer. These are very efficient at blocking both moisture and radiant heat from entering and leaving the home. They are also very effective at blocking radio signals, like those used by cell phones.

                  That area seems well covered by T-Mobile.
                  T-Mobile loans out cell boosters and femto-cells (CellSpot) for free (maybe a nominal deposit).

                  I personally use WiFi calling frequently and would prefer to use it rather than a cell booster or femto-cell.

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                  • tmo_marissa

                    Re: No Service - Brand New Account

                    olxtp, thanks for coming back to reply! drnewcomb2 is right about the limits presented by some structures, and also spot-on about the coverage solutions we loan. Typically the worst you'd be looking at would be a small deposit, fully refunded upon return in good working condition, you wouldn't be required to purchase anything per se, though you would need to agree to take good care of the equipment and cover it if any damage occurs.
                    To use a 4G LTE Signal Booster, there would need to be a place in your home near a window where you are getting one or two bars of 4G or LTE where you can place the window unit, and then a second unit is placed in the interior of the home where you need more signal. As an alternative, since you've got an in-home high speed internet connection, you might want to take a look at the 4G LTE CellSpot V1 to see if that's a better fit for you! Wi-Fi calling can be super helpful in a situation like this, too -- is there a reason you guys haven't been utilizing it so far? Is it just not something you're familiar with? Please let us know if you have any questions we can help with!

                     

                    - Marissa

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