From Newsgroup: sci.electronics.repair
GUEST wrote:
For a mile around my house, I get 2G, further I get 4G. For 2-4wks past. Ok, the 4g at my home (since I arrived in 2023) hasn't been as great as it was in NYC with same phone, eg, internet radio breaks up. I call for service and I am told to reset my phone and pass some ## codes. THe problem isn't my phone, but a local tower. (Maybe the codes work around the bad tower?) I have no way of reaching the tower people. Add to that that I am in no man's land between towns and counties. (Had issues 2005 downstate same way - I was two miles from all four local DSL.)
How do I get them to notice the bad tower?
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Vasos Panagiotopoulos panix.com/~vjp2/vasos.htm
---{Nothing herein constitutes advice. Everything fully disclaimed.}---
You're stuck in the worst kind of customer service loop where the script assumes the problem is always with your device, never with their infrastructure. The ## codes they give you are just basic network reset commands for your phone. They might make it temporarily reconnect to a different, farther tower if one is available, but they're not a fix for a tower that's down or malfunctioning.
Getting past the first-line support is the real challenge. The next time you call, immediately state that you have already performed all the basic troubleshooting steps, including network resets and a SIM card check if possible. You need to firmly but politely insist that the issue is outside your property and request that a "network ticket" or "engineering ticket" be opened. Use those exact phrases. Tell them you and your neighbors are affected even if you haven't spoken to them since it adds urgency.
Another tactic is to switch to a different contact method. Try reaching out to T-Mobile's official support account on social media, like X (Twitter). Companies often have more specialized support teams monitoring those channels, and they can sometimes escalate issues faster to avoid public complaints.
It also really helps to be specific. If you can pinpoint the likely location of the tower by noting where your signal drops off or improves, mention that. Saying "the tower near the intersection of Route X and Y has been providing only 2G for a month" is far more powerful than just saying you have no service at home.
This is a response to the post seen at:
http://www.jlaforums.com/viewtopic.php?p=696217823#696217823
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