Congestion?

magenta3752597

    We switched to t-mobile a week ago form AT&T in hopes of simplifying our billing. Our block is "customer-verified" as the best coverage t-mobile has on its map, however we get simply awful speeds anytime after about 9 in the morning into the afternoon and evening, like a tenth of a megabit or less (about 12K!). We get excellent speeds all day just a few blocks away!

     

    because we get decent speeds (12-14mbps) early in the morning in our house and really fast speeds everwhere else, we know it's not our phones or our house. It's the network.

     

    We've already had two tickets in, the first was "resolved" with a congestion finding--nobody called us so I called back and opened a second ticket with a nice guy who honestly told me they probably couldn't do anything for us In the short term.

     

    Someday will be too long for us, so I'd like to push back on that a bit. After all, T-mobile opened a store just three blocks north of us (on Chicago and Lake in Minneapolis).  Certainly they must intend to serve, and not just sell, our area actual coverage.

     

    I'm not on social media. Hoping to bring this to the attention of the engineers here.

      All replies

      • tmo_mike_c

        Re: Congestion?

        Oh man, that's such a bummer to have trouble like this. We do appreciate you coming here to post and tell us what's been going on. For issues like this, you totally did the right thing by filing tickets with our engineers. Sorry you didn't hear back about the first one, but the best way to bring up coverage concerns and get them in the right hands to be address is by filing trouble tickets. Have you gotten any new info on the second one?

          • magenta3752597

            Re: Congestion?

            Thanks, they're say they'll get back to me on Wednesday. I could barely load this page to respond here. The network is too slow to run a speed test!

              • tmo_mike_c

                Re: Congestion?

                Ah, that's a pain, I know we're on the right track with that ticket. I appreciate you hanging in there and keeping us updated on this.

                • tmo_chris

                  Re: Congestion?

                  I know it is still early in the day but have you heard anything back yet?

                    • magenta3752597

                      Re: Congestion?

                      No improvement, unfortunately. Getting 1 Mbps now--I had to wait till I got home to test it. We really need a timeframe for how long we can expect to wait for this to be resolved (for which the company will be accountable!). We're already almost two weeks into our first month With T-Mobile.

                        • magenta3752597

                          Re: Congestion?

                          Last night I will say that the T-Force people made some progress toward an answer--maybe won't be an actual solution, but at least we'll know what's going on.

                            • tmo_chris

                              Re: Congestion?

                              I am very sorry it is taking so long What specifically did T-Force tell you last night?

                                • magenta3752597

                                  Re: Congestion?

                                  Its not our devices. Last night one of the ten TForce people that handed our case to each other found that our ticket wasn’t filed properly. Filed another for low signal. We get 1-2 bars on a customer-verified dark pink block on your map. Unless it’s fixed (or we’re offered a firm timeframe that involves a refund if the fix doesn’t happen) we’ll look for another carrier. I’ve spent at least 4-5 hours on this in 10 days.

                                    • tmo_chris

                                      Re: Congestion?

                                      Oh man! I am sorry there was an issue with the first ticket you had filed. I am confident that this new ticket will get us the info we need about the issue. You should be receiving a follow up from the T-Force team within 2-3 days of them filing it.

                                      • dragon1562

                                        Re: Congestion?

                                        Hey have  you tried asking for a signal booster from T-mobile. If its a issue of weak signal inside the house this could help at the very least provide a more consistent form of coverage. I also recommend trying to hop of LTE and connect to 4g(HSPA+) to see if this yields better results in your location if it has it.

                                          • magenta3752597

                                            Re: Congestion?

                                            @cmo_chris 

                                            Anytime outside of very early morning (we get much better speeds, up to 25 mpbs and two to three bars before about 8AM, right here in our house), we're getting 5mbps in 4G and about 1.5 mbps or less in LTE. 4G's better, yes, but we're still not getting the sort of speed I'd expect (or any of the techs say they'd expect) in our neighborhood. On the very first call we made two and a half weeks ago, the tech put in a request for a signal booster if the engineers decided that would fix the problem. We get poor signal and data speeds after 8AM or so in our house, in our backyard, on the sidewalk and on/in our next door neighbor's property. Blocks away, we get excellent speeds and signal. We're in an urban neighborhood on a "customer verified" block with outstanding coverage, according to T-mobile. Our most recent ticket's still in, supposed to hear back tomorrow.

                                            It really is a bummer, we'd like to stay with T-Mobile if we can but won't if they can't fix this very soon.

                                              • landonloco

                                                Re: Congestion?

                                                Well t mobile booster isn't so potent you might wanna try other more powerful signal boosters tho this might be more expensive option depending on the size of the house price might start around 200$ keep in mind this booster will work on any carrier with proper configuration the product is called we boost they even have a signal booster for an RV

                                                • tmo_chris

                                                  Re: Congestion?

                                                  Thanks for clarifying! It definitely sounds like local site congestion. Have you heard anything back on your most recent ticket? 

                                          • dragon1562

                                            Re: Congestion?

                                            I know its probably not the devices but I was curious if you could try refreshing the connection by putting the phone into and then out of airplane mode. Also have you tried to drop off LTE to HSPA+ instead to see if this provides some form of better service?

                                  • tmo_chris

                                    Re: Congestion?

                                    Just checking in here to see how things are going. Any word back yet?

                                      • magenta3752597

                                        Re: Congestion?

                                        Yes, @tmo_chris.  Here's what the engineers finally say, quoting T-Force: "The site nearest to you, while strong, has a low antenna and the signal is not able to reach your location to provide the connection you are needing. Unfortunately, there are no enhancements planned at this time."

                                         

                                        Keep in mind that this is a block which the T-Mobile coverage map indicates as having the best possible coverage, "customer-verified", three blocks south of a T-Mobile store in an urban area. We relied on that map in choosing T-Mobile and it took a full three weeks of daily contact and an especially dedicated T-Force member to get this straight answer from the engineers. At the very least, the map should be changed to indicate that our block receives a poor signal so others don't rely on it. The problem seems to be limited to our block as we get an excellent signal elsewhere but we do need it to work here.

                                         

                                        We're not interested in spending hundreds and hundreds of dollars upgrading our iPhone 6s to get band 12 compatible devices, because these phones work great everywhere on the T-Mobile network except our block. We're not getting a signal booster or cell spot, because we intend to use our phones (yes, I have purchased the appropriate plan for this) to access the internet and don't intend to contract separately with another company to get wireless access.

                                         

                                        Likely, T-Mobile can't give us what we need despite what the map advertises and we'll need to go to verizon, with whom our neighbors seem to have excellent access. It's unfortunate.

                                         

                                          • tmo_chris

                                            Re: Congestion?

                                            I am so sorry to hear this magenta3752597 While the outcome is disappointing, I am glad to hear that we were able to identify the issue and I am positive that the T-Force specialist you worked with will get this feedback to the support teams regarding the discrepancy in the map. I understand the importance of having reliable coverage, especially where you live and spend a majority of your time. It saddens me to know that you may have to cancel service with us but I understand you need to do what is necessary to get coverage at your home.

                                              • magenta3752597

                                                Re: Congestion?

                                                Thank you. T-Mobile's customer service overall has been very attentive and we'll hate to leave if we have to. We're going to take a hard look at our options overall and see what will work best for us out of a number of different potential solutions. We may just stay with our T-Mobile ONE accounts and run the network with LTE off at home, as we seem to get slow but workable speeds in 4G (we're not gaming or anything, just streaming radio and the occasional movie). Appreciate your help.