Troubleshoot your device issues
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mggardner
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Teacher

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22 Messages

Sat, Feb 12, 2022 4:25 PM

how do I get ATT to fix a "bad tower"?

We are in Quitaque, TX.  Middle of nowhere in the texas panhandle.  One ATT cell tower in the area.  We area  group on family plan.  One industrial strength hotspot router works pretty well.  The other a Netgear Nighthawk MR1100 constantly "drops out".  I can watch the screen and see the signal type and strength switch around.  Our new Iphones do the same thing, switching between different strength LTE and 5G signals.  5G won't pass any data.

When we go to some other city EVERYTHING works great. It is the local tower. I've chatted with ATT several times, each time they claim to have found the problem but the problem never goes away.   

Any ideas?

mgg

ATTHelp

Community Support

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192.1K Messages

4 m ago

We want to help with that sluggish signal that you are experiencing with your devices, @mggardner!

 

In order to provide adequate support, we want to know more about your experience:

  • What is the ZIP code of your area? It is possible that your area is undergoing planned network maintenance for system improvement or enhancement.
    • Check out the AT&T Coverage Viewer. This coverage viewer provides a high-level approximation of wireless coverage.
  • How long have you encountered this trend with your devices? The SIM card in your Nighthawk MR1100 router may need to be removed and reinserted or replaced if damaged.
    • When removing your SIM card use a dry cloth to clean any debris which may have collected after extensive use.
    • The SIM will need to be replaced if damage is found on the card. You can pick up a replacement SIM at your nearest AT&T Store.

During times when your mobile router’s reception is poor it can help to reset your device. Visit our Device Support Center where you will learn how to do just that.

 

After selecting your router's make and model, choose Troubleshooting followed by Reset Device. There, you will learn how to perform a soft, factory, and alternate master reset of the device.

 

Also, it can help with the signal strength in your home just by moving your router to a location with a clear view of the sky, like near a window.

 

What's more, since 5G is new, some of our customers have found that switching to LTE signal on their devices have helped with their poor signal strength.

  1. Open Settings.
  2. Tap Cellular.
  3. Choose Cellular Data Options.
  4. Pick Voice & Data.
  5. Change from 5G auto to LTE.

Give this a try and let us know how this works for you. Thank you for reaching out to AT&T Community Forums.

 

Lar, AT&T Community Specialist

mggardner

Teacher

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22 Messages

4 m ago

zip is 97255.  The nighthawk netgear MR1100 doesnt understand 5G, so it shouldn't have anything to do with the issue.  My iphones switching - sure, I could block 5G on them - but why is the tower offering 5G connections that don't work?  The MR1100 has had problems ever since we moved to this area (RV).  My other router is a PEPwave - it has many more bands accessible so it appears to work around the tower's issues.  We moved to another area, still TX, still in the middle of nowhere and the MR1100 and our iphones worked perfectly.  We've been through all the resetting, rebooting - even tried the sim in an identical spare MR1100.  The problem is THIS TOWER!!!

ATTHelp

Community Support

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192.1K Messages

4 m ago

Thank you for providing that info, @mggardner! Let's meet in a Direct Message (DM) so that we can look into your service.

 

Look for the chat icon next to the bell icon in the upper right corner of the Forums page. You will want to reply to the message in the DM.

 

Looking forward to assisting you.

 

Lar, AT&T Community Specialist

mggardner

Teacher

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22 Messages

4 m ago

Still broken. Don’t see how DM can fix the broken tower. The mr1100 and four different phones all show constant switching and dropping. I imagine some back country third party is actually responsible for the tower…,,

ATTHelp

Community Support

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192.1K Messages

4 m ago

Thank you for the reply, @mggardner! If you still want us to look further into the network coverage in your area, then meet us in a Direct Message (DM) and we will be glad to investigate it for you.

 

When it comes to network coverage, there are gaps in coverage that are not shown by this high-level approximation. Actual coverage may differ from map graphics and may be affected by terrain, weather, foliage, buildings and other construction, signal strength, high-usage periods, customer equipment, and other factors.

 

Aldo, even though AT&T is licensed to cover a particular area, it is possible that there are spots within that area that have little or no coverage.

  • There are several reasons why coverage may not exist in a given area:
    • Zoning laws restricting towers
    • Issues where the surrounding terrain does not make a tower feasible
    • Not enough traffic in that area to support the cost of a tower

To minimize connectivity issues, we constantly monitor and optimize our network to deliver the best possible wireless service.

 

We are here if you need us.

 

Lar, AT&T Community Specialist

mggardner

Teacher

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22 Messages

4 m ago

YOU ARE NOT READING MY POSTS!!  There is a cell here.  There is coverage.  Our phones (4 of them) and hotspots do work.  One hotspot however is constantly KICKED OFF the tower or cycled to a radio channel that is broken.  Our phones have issues that sometimes required to go to airplane mode to reset.  One hotspot appears to not get any errors, but it is a higher end piece of equipment.  ALL THIS EQUIPMENT works fine when we move to a different aread, an area with NO STRONGER SIGNAL, but different tower.  I don't need posts telling me to "reset" my device or turn off 5G (hotspot doesn't support 5G) or excuses about coverage areas or coverage links that point me to store locators.  

mggardner

Teacher

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22 Messages

2 m ago

To follow up.

We have moved again.  All this gear works fine in other locations.  That tower was (Edited per community guidelines)ed up.  Period.  No excuses accepted.

(edited)

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