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mcs2015's profile
mcs2015
#1 Star!
The 5th element!
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Tutor

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52 Messages

Mon, Jun 28, 2021 11:22 PM

UNABLE TO CONNECT, CALL DROPS, POOR CONNECTION - WHILE ON WIFI

This (Edited per community guidelines) service has only gotten worse. Seems to occur in the late afternoons. Suspect when traffic increases (less bandwidth). Not my ISP. Reset Network Settings does NOTHING. Can't even make or receive calls, it just hangs and then drops ("Call Failed"). Made many complaints to AT&T AND ZERO IMPROVEMENT. Even when the call connects, the call won't last without dropping. Problem is not the phone. It's the service. I have a 5G phone, but there's no 5G service in my area.

Constructive

Employee

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30K Messages

1 year ago

Is AT&T your isp?

mcs2015

Tutor

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52 Messages

1 year ago

No. Cox Communications. I can't even get ahold of customer service. The keys aren't even being recognized when I press them. Then the call just drops. WTF is going on?

(edited)

Constructive

Employee

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30K Messages

1 year ago

Wi-Fi calling is your isp 

mcs2015

Tutor

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52 Messages

1 year ago

How does that help me?

Is there some way to send emails to customer service?? Calling is a joke, the hold times are unacceptable! 

(edited)

Former Employee

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1.8K Messages

1 year ago

No there is no email address. If the service is not working for you, it is your responsibility to find a provider that does.

mcs2015

Tutor

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52 Messages

1 year ago

Intermittent loss of service has only gotten worse in my area. Outgoing calls will not connect, and the the call fails, have to repeatedly call before I get a ring. Dropped calls have increased. Callers can't hear me, etc. This all started getting worse in the last couple weeks. Only occasional loss of service before this. I call customer service and all they can offer is a credit since I am paying for service I am not getting. 

Constructive

Employee

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30K Messages

1 year ago

Has nothing to do with AT&T your isp provides the router and your service. The Wi-Fi calling is carried over Cox not AT&T. AT&T doesn’t manufacture the the phone either so why would you think AT&T has a responsibility? 

mcs2015

Tutor

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52 Messages

1 year ago

Ok, but I've had no issues with my ISP, no service drops, download speed is 600+ mbps. I've called Cox a million times over this and they say everything is fine on their end. ATT reps says same thing. No one wants to take the blame.

Constructive

Employee

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30K Messages

1 year ago

Maybe it’s your phone 🤷‍♂️

mcs2015

Tutor

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52 Messages

1 year ago

Hard to say. It seems to work fine when I'm outside my home where i make most of my calls. It's an area that is notorious for lack of cell towers for decades. But I haven't ever seen it this bad.

(edited)

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