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Posted Jun 4, 2014
4:31:32 PM
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Massive degradation in AT&T service.
Edited by MJB0188 on Jun 4, 2014 at 4:32:02 PM

I have noticed that in the past two months my AT&T service has gone down the drain.  Let me explain.  At home my LTE signal has always been between -90db-100dbm.  Now I notice it will often fall down to 4G (HSPA).  Even the HSPA signal is horrible.  It will often go to -114dbm on HSPA+.  That told me something is seriously wrong.  I have been using the same phone (iphone 5S).  I even got a new sim card for it, restored it, and set it up as new - problems still persist. My mother's iPhone 5S also demonstrates the exact same problems.  I have not seen a call drop in years until last week.  

 

So when I called AT&T customer care, the rep advised me to use the Mark the Spot app on my iphone.  I ran the app and it told me AT&T was aware of the problems in my area.  Two days later I got a notification on there telling me the problem has been resolved; however, the data signal is still crap.  LTE pings (latnencies) are still much higher than usual.  Data speeds are generally slower.  

 

Correct me if I am wrong, but isn't AT&T service suppose to get better and stronger?  I just hope network enhancements are being made to my area so that the service can improve.  It is intolerable to have a good signal for years, then degrade it.

 

Perhaps T-Mobile wants my business.  Our iPhones are already unlocked.

 

This is a Chicago suburb.  

I have noticed that in the past two months my AT&T service has gone down the drain.  Let me explain.  At home my LTE signal has always been between -90db-100dbm.  Now I notice it will often fall down to 4G (HSPA).  Even the HSPA signal is horrible.  It will often go to -114dbm on HSPA+.  That told me something is seriously wrong.  I have been using the same phone (iphone 5S).  I even got a new sim card for it, restored it, and set it up as new - problems still persist. My mother's iPhone 5S also demonstrates the exact same problems.  I have not seen a call drop in years until last week.  

 

So when I called AT&T customer care, the rep advised me to use the Mark the Spot app on my iphone.  I ran the app and it told me AT&T was aware of the problems in my area.  Two days later I got a notification on there telling me the problem has been resolved; however, the data signal is still crap.  LTE pings (latnencies) are still much higher than usual.  Data speeds are generally slower.  

 

Correct me if I am wrong, but isn't AT&T service suppose to get better and stronger?  I just hope network enhancements are being made to my area so that the service can improve.  It is intolerable to have a good signal for years, then degrade it.

 

Perhaps T-Mobile wants my business.  Our iPhones are already unlocked.

 

This is a Chicago suburb.  

Massive degradation in AT&T service.

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Jun 6, 2014 8:32:13 AM
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Hello @MJB0188 

 

Are you only seeing this issue at home? Do you have a house or an apartment? It's possible that some additions or improvements, that either you or your neighbors had done, might be affecting your service quality. Also, if you're having issues at home, do you have wi-fi?

 

Thanks,

Dmitriy


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Hello @MJB0188 

 

Are you only seeing this issue at home? Do you have a house or an apartment? It's possible that some additions or improvements, that either you or your neighbors had done, might be affecting your service quality. Also, if you're having issues at home, do you have wi-fi?

 

Thanks,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Jun 7, 2014 8:07:59 AM
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Not always.  Somtimes the signal will be -110dbm, then -85dbm.  I have wifi at home.  I am just curious if you AT&T guys can check on the towers in my area to see if any work is being done to them.  

Not always.  Somtimes the signal will be -110dbm, then -85dbm.  I have wifi at home.  I am just curious if you AT&T guys can check on the towers in my area to see if any work is being done to them.  

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Jun 7, 2014 11:01:28 AM
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Our team will be happy to check that you. Please send us a private message by clicking here, please include your name, phone number, account number and the best time you can be reached.

 

Thanks,

Dmitriy

 

 


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Our team will be happy to check that you. Please send us a private message by clicking here, please include your name, phone number, account number and the best time you can be reached.

 

Thanks,

Dmitriy

 

 


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Massive degradation in AT&T service.

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Jul 16, 2014 6:42:00 AM
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I just received a letter from the "AT&T Office of the President Specialist" regarding the degradation of my signal here in North Miami Florida. They clearly state that that there is a "non-AT&T obstruction" which is totally ludicris. I recently have been running tests all around my community as I usually do and 5 miles to the northwest of my house, at a friends house I was only able to get .9Mb down and 2.86Mb up with a ping of 148 ms. I have documentation from 8 months ago where at the same location I was getting 5.8Mb down with 4.8 Mb up and a ping of 78 ms. Ever since AT&T came out with the LTE network I have tested signal strengths all over town. It use to be unbelievably impressive, at a store 2 miles from my house I used to get 45 Mb down and 16 Mb up, NOW 1.2 Mb down and .02 Mb up at the exact same location. COME ON AT&T when will you wake up and realize? They told me that it was my phone, Samsung S4A warranty replacement less than a week old with KitKat because of another AT&T debacle with JB 4.3 and GPS. I also have available, a Samsung S3 and an HTC One, all of which confirm the same thing, AT&T's quality of network is progressively getting worse. AT&T's solution to the fact that I couldn't even TEXT message from my house because the signal got sooooo bad was to try and upsell me their MIcrocell at $200. They ate the price and gave it to me FREE of charge because I had such great documentation proving my case. ONE CATCH - you have to have an existing HIGH SPEED INTERNET service connection in order to utilize it and OH!, you're still responsible for any data through the Microcell, WOW!!!! I will followup up with this case and the FCC which I have opened several complaints with regarding AT&T's degrading service that is being provided to the customers of our area, AND, the fact that AT&T is double charging their customers for data that is running through another internet carrier, WOW! I have been with AT&T for over 20 years as a customer on wireless, back in the days of the "Brick". Unfortunately when all my contracts come due this time I believe I will be looking to move to another carrier service. I have steadily tried time and time again to assist AT&T with heads up information in an attempt to provide positive feedback when issues have cropped up. I use to have direct numbers to their NOC (Network Operations Center) so I could give them info regarding issues with their ATM relays and fiber loops only to brushed to the side like so many other customers. It's ashame that AT&T, a once solid customer centric company, has fallen like so many other giants. I guess change has to happen, especially when they have no sense of the customer any longer.
I just received a letter from the "AT&T Office of the President Specialist" regarding the degradation of my signal here in North Miami Florida. They clearly state that that there is a "non-AT&T obstruction" which is totally ludicris. I recently have been running tests all around my community as I usually do and 5 miles to the northwest of my house, at a friends house I was only able to get .9Mb down and 2.86Mb up with a ping of 148 ms. I have documentation from 8 months ago where at the same location I was getting 5.8Mb down with 4.8 Mb up and a ping of 78 ms. Ever since AT&T came out with the LTE network I have tested signal strengths all over town. It use to be unbelievably impressive, at a store 2 miles from my house I used to get 45 Mb down and 16 Mb up, NOW 1.2 Mb down and .02 Mb up at the exact same location. COME ON AT&T when will you wake up and realize? They told me that it was my phone, Samsung S4A warranty replacement less than a week old with KitKat because of another AT&T debacle with JB 4.3 and GPS. I also have available, a Samsung S3 and an HTC One, all of which confirm the same thing, AT&T's quality of network is progressively getting worse. AT&T's solution to the fact that I couldn't even TEXT message from my house because the signal got sooooo bad was to try and upsell me their MIcrocell at $200. They ate the price and gave it to me FREE of charge because I had such great documentation proving my case. ONE CATCH - you have to have an existing HIGH SPEED INTERNET service connection in order to utilize it and OH!, you're still responsible for any data through the Microcell, WOW!!!! I will followup up with this case and the FCC which I have opened several complaints with regarding AT&T's degrading service that is being provided to the customers of our area, AND, the fact that AT&T is double charging their customers for data that is running through another internet carrier, WOW! I have been with AT&T for over 20 years as a customer on wireless, back in the days of the "Brick". Unfortunately when all my contracts come due this time I believe I will be looking to move to another carrier service. I have steadily tried time and time again to assist AT&T with heads up information in an attempt to provide positive feedback when issues have cropped up. I use to have direct numbers to their NOC (Network Operations Center) so I could give them info regarding issues with their ATM relays and fiber loops only to brushed to the side like so many other customers. It's ashame that AT&T, a once solid customer centric company, has fallen like so many other giants. I guess change has to happen, especially when they have no sense of the customer any longer.

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May 17, 2016 3:03:56 PM
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I have been with AT&T for around 7 years now.  I too have notice that my service has gotten progressively worse sinse I first started with them.

 

At my home for example, I use to get good service.  We originally had Sprint and switched because Sprint service did not work at my new home.  So We went with AT&T and we loved it out of the box.  7 years later is is horrible at my home.  I got the Microcell and promply took it back as it took up way too much bandwidth on my internet service.  Not sure what is going on but I feel as if I pay top price for mediocre service.

 

It is not just my home either.  My work place used be great for signal as well and now it has drastically dropped.  Around town when I used to get great reception it is now hiot and miss.  I really would like to know what is going on with AT&T service.  Maybe it may be time to switch again...

I have been with AT&T for around 7 years now.  I too have notice that my service has gotten progressively worse sinse I first started with them.

 

At my home for example, I use to get good service.  We originally had Sprint and switched because Sprint service did not work at my new home.  So We went with AT&T and we loved it out of the box.  7 years later is is horrible at my home.  I got the Microcell and promply took it back as it took up way too much bandwidth on my internet service.  Not sure what is going on but I feel as if I pay top price for mediocre service.

 

It is not just my home either.  My work place used be great for signal as well and now it has drastically dropped.  Around town when I used to get great reception it is now hiot and miss.  I really would like to know what is going on with AT&T service.  Maybe it may be time to switch again...

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Jul 19, 2016 1:57:23 PM
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My office switched from Verizon to AT&T and I couldn't have been more disappointed. 5 years with Verizon and I couldn't recall a single dropped call but in the first month with AT&T I had dozens. I took my brand new (at the time) iPhone 6 back to Apple as instructed by my rep and they replaced my device and it seemed to help some. I still had dropped calls but far less frequent. Now within the last few months, on the same route home I've taken since before we switched from Verizon, there are 2 dead spots that did not exist before. When I bring it up to store reps, they feign ignorance. It is very frustrating to lose calls in very populated Baltimore and DC suburbs.
My office switched from Verizon to AT&T and I couldn't have been more disappointed. 5 years with Verizon and I couldn't recall a single dropped call but in the first month with AT&T I had dozens. I took my brand new (at the time) iPhone 6 back to Apple as instructed by my rep and they replaced my device and it seemed to help some. I still had dropped calls but far less frequent. Now within the last few months, on the same route home I've taken since before we switched from Verizon, there are 2 dead spots that did not exist before. When I bring it up to store reps, they feign ignorance. It is very frustrating to lose calls in very populated Baltimore and DC suburbs.

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Jul 19, 2016 3:43:31 PM
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@ComputerChris The terms of the user agreement clearly state data speeds are not guaranteed. It also states that coverage and reception are not promised.

 

The FCC isn't going to do anything because you're bound to that agreement. Your only option is to vote with your wallet and switch carriers.

@ComputerChris The terms of the user agreement clearly state data speeds are not guaranteed. It also states that coverage and reception are not promised.

 

The FCC isn't going to do anything because you're bound to that agreement. Your only option is to vote with your wallet and switch carriers.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Jul 19, 2016 4:14:51 PM
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I've been seeing some pretty severe degradation at my home too(about 10-25% of "normal"), so I went ahead and reported it.  

I got the "we're having a technical issue at your location right now", which makes me wonder, would I get the same message if I drove around a bit...

 

Hopefully I'll get a notifiation that something has been fixed.

I've been seeing some pretty severe degradation at my home too(about 10-25% of "normal"), so I went ahead and reported it.  

I got the "we're having a technical issue at your location right now", which makes me wonder, would I get the same message if I drove around a bit...

 

Hopefully I'll get a notifiation that something has been fixed.

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Jul 21, 2016 5:31:28 AM
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Edited by Taylarie on Jul 21, 2016 at 5:51:06 AM

I can understand your frustration. The next best thing to do is document
the location/s and then go to the FCC's website to file a complaint. Get at
least a month's worth of outages at the locataion/s and then report to the
FCC. I guarantee AT&T will respond. Keep in mind it may take a while but
you will need to follow up. Mine too a year to resolve. Good luck let me
know if I can help.

Chris [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

I can understand your frustration. The next best thing to do is document
the location/s and then go to the FCC's website to file a complaint. Get at
least a month's worth of outages at the locataion/s and then report to the
FCC. I guarantee AT&T will respond. Keep in mind it may take a while but
you will need to follow up. Mine too a year to resolve. Good luck let me
know if I can help.

Chris [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

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