Questioning Sprint's actions.

[Bizkitkid2001]

I'll first explain what has happened.

3 months ago in one part of San Antonio, the EVDO broadband internet for Sprint cell phones and wireless laptop cards stopped. The effected area of town is around 20 square miles in size and there are thousands of people living in that area.


I have called sprint customer service, tier 2 support, and tier 3 advanced support to try and figure out why there is no coverage in that area.

They all said that they will make a ticket and assign a contact to call me back within 24-72 hours. I've made 8 tickets over the 3 months and have not had one call.


I also went to two Sprint stores that are in the area being affected to show them that phones will not connect to the internet, and they did 3 months ago. Both people at both stores said that I was the first person to complain about the internhet not working. At first they said my phone was broken, but I had both technicians at each store get out there own cell phones and try to connect to the internet, and their phones could not connect either. The only way they would get internet was to use the stores built in WiFi connection.



Now according to coverage map on their website, it says that the area of town that I am having trouble connecting to the internet is covered and that part of town has the highest possible speeds and best connection with the most bars.

However, when I called Sprint customer support and ask if that area was covered, they said that their maps showed that area was not covered and that since coverage is not covered, they can not promise that the internet will work.


So my question is:

1. Can Sprint really get away with the false advertisement? Their website shows the area is covered, yet Sprint themselves say it is not. I know for a fact that the area was covered up until 3 months ago. At the Sprint stores where you actually go and buy the phones, they tell you that the area is covered, which is the opposite of what Sprint phone support says. But, at the Sprint stores, their own phones don't even work with the Internet, and yet they still say the area is covered.


I want to know how legal this is? To me, it seems that Sprint had a tower go down, or a Brotherhood contract with another company ended 3 months ago, and they don't feel like fixing the broken tower or starting a new brotherhood contract to continue with coverage in that area.


Thanks,
-Biz

[Steve R Jones]

Sorry to hear about your problems, but the proof is in the pudding....You don't have coverage and you finally found someone with an updated map to confirm that.

Important Coverage Information
Our coverage maps provide high level estimates of our coverage areas when using your device outdoors under optimal conditions. Coverage isn't available everywhere. Estimating wireless coverage and signal strength is not an exact science.

There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control (network problems, software, signal strength, your wireless device, structures, buildings, weather, geography, topography, etc.), will result in dropped and blocked connections, slower data speeds, or otherwise impact the quality of services.

sprintpcs.com help

Anticipated Coverage Improvements
Sprint is continually working to improve the nation's most powerful network.

Anticipated Coverage Improvements represent new or improved network towers that will be added or upgraded in the next 120 days and the associated areas that will benefit from this coverage.

Anticipated future coverage subject to change.

You'll need to read through your contract with them..Odds are they have verbage similat to "
Subject to Change."

[RobRich]

In a metro area with a dense Sprint PCS rollout, you would typically expect to at least fall back to 144kbps RTT if supported by the EVDO device (most do). Better than nothing.

Drop a post at EVDO Forums to see if anyone else in the affected area replies:

EVDO Forums - EV-DO Discussion, Support, Coverage, Compatibility, Tips, Verizon, Sprint, Alltel, UM175, Kyocera KR2, WRT54G3GV2, WRT54G3G-ST, Cradlepoint CTR350, PHS300, MBR1000, CTR500 : EVDOforums.com

About dealing with Sprint if you feel the customer service process breaks down, you might try this number:

1-866-398-4606

Unless the number has changed, that should be Sprint executive services. Note, the people at that number usually have the power get things done or at least provide realistic explanations, but remember to be courteous and simply explain your situation. It is not a frontline customer service number, so if you get heated with them, you can probably expect the call to end.

[Bizkitkid2001]

Sorry to hear about your problems, but the proof is in the pudding....You don't have coverage and you finally found someone with an updated map to confirm that.





You'll need to read through your contract with them..Odds are they have verbage similat to "
Subject to Change."

Steve R Jones, this is San Antonio, not some small town out in the hill country.


For a year there has been coverage in this area, and then all of a sudden one day it just stopped. Its been like this for 3 months now, so that should be plenty of time to update a coverage map. And EVDO Rev A is NEW. Sprint just setup EVDO Rev. A for San ANtonio a little over a year ago, why would they take away coverage in areas that just got it so soon?


Also, Sprint has two stores in this area. One of them being a major technician depot (One of their larger corporate stores) and not having the ability to show off there internet at the store is just shooting themselves in the foot. How do they expect to demonstrate their EVDO capabilities if they can't even get it to work at their store.

[RobRich]

Biz, call executive services. It could be nothing more than a tower issue requiring a maintenance order for a field tech to investigate. I gave you the direct corporate number to hopefully get the ball rolling, but it is up to you to actually use it.

Also, does your phone have the latest PRL definitions loaded? In fact, it could even be a malformed PRL update that knocked out data services for Sprint customers in the affected area. There are lots of variables involved, and the underlying issue(s) could be well beyond a basic tech support call, especially if tower and/or network related.

[Bizkitkid2001]

What is a PRL definition?

I have the latest software update for my phone if that is what you mean.

Also, I wasn't ignoring your post. I am unable to call them right now as my phone is dead and I don't have my charger.

[RobRich]

The Preferred Roaming List (PRL) basically defines what signals, towers, etc. your phone can use. It is a database issued by the carrier, not specifically a part of a phone software version update package.

A recent PRL auto update might have been corrupted or malformed for whatever reason, thus you losing data service in a specific service area, which could possibly also explain why others might have the same service interruption if they received the same problematic PRL.

You can try manually updating your PRL. IIRC, it should be *2 for Sprint PCS. Listen for any prompts. If that does not help, then escalate to executive services IMO.

[RobRich]

BTW, in an absolute worst case customer service scenario, you can also try:

703-433-4401

I am not sure if it is still in operation, but that used to be the CEO office number for extreme customer service issues that have failed to be resolved through other means. If might even drop to voicemail these days. If so, leave a message containing a brief description of the issue and your contact info.

[Bizkitkid2001]

Sprint finally fixed the problem.

I got a call on friday from Sprint saying that my serviced was restored.

I asked them which of my tickets was the one tthat finally got any attention. I was told that it was the manager of the Sprint store I went to and showed them tht their own phones didn't work.

Sprint said that the store manager contacted Sprint and that escalated the problem. The manager told them I came in complaining about my service.


Apparantly it was a problem on their end. I am just glad it is fixed now.


I am posting this from the section of town that was having this problem. (Where I work)