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Posted Feb 11, 2013
8:17:46 PM
Widespread issue in my area, how to get action on this?

AT&T put up a new tower in my area recently (within last year) and it's still only 2G. Everyone in my city on AT&T has the same issues. Calls dropped, not going through, or bad quality. Texts do not reach their destination, sometimes take 30-45 seconds to send, or show up hours later. Web browsing is not possible. Not with images turned off, not even the simplest, smallest website like google.com will load. I only know it barely functions because it retrieves my email headers every so often. This is not affecting just me. My wife, my mother, father, sister, brother, coworkers, friends... no one is immune. No one has acceptable call coverage. No one has texts that flow normally. No one can use the internet at all. My job is so close to the new tower I could probably hit it with a bb gun, and the service is exactly as I described above. It defies logic that they put up a 2G tower in 2012 while AT&T has fiber in the area (my workplace right next to the tower has 50mb AT&T fiber coming into it). 

 

I have called and complained. My family, friends, coworkers, acqaintences have called and complained. Can anyone offer any advice as to how we can get acceptable service out of AT&T? 

AT&T put up a new tower in my area recently (within last year) and it's still only 2G. Everyone in my city on AT&T has the same issues. Calls dropped, not going through, or bad quality. Texts do not reach their destination, sometimes take 30-45 seconds to send, or show up hours later. Web browsing is not possible. Not with images turned off, not even the simplest, smallest website like google.com will load. I only know it barely functions because it retrieves my email headers every so often. This is not affecting just me. My wife, my mother, father, sister, brother, coworkers, friends... no one is immune. No one has acceptable call coverage. No one has texts that flow normally. No one can use the internet at all. My job is so close to the new tower I could probably hit it with a bb gun, and the service is exactly as I described above. It defies logic that they put up a 2G tower in 2012 while AT&T has fiber in the area (my workplace right next to the tower has 50mb AT&T fiber coming into it). 

 

I have called and complained. My family, friends, coworkers, acqaintences have called and complained. Can anyone offer any advice as to how we can get acceptable service out of AT&T? 

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Feb 12, 2013 8:49:41 AM
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Former Community Manager

I understand and I'm not minimizing your concerns. I suggested the Mark the Spot app because this is exactly what it is for. 

 

I will make sure to pass this thread to the right folks but please check out that app and recommend your friends/family/neighbors use it as well. 

 

It is the best way to report issues with the network in your area. 

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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 here.

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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Widespread issue in my area, how to get action on this?

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Feb 12, 2013 7:24:18 AM
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Former Community Manager

I'm sorry your area hasn't been upgraded. I know it's frustrating. Unfortunately, I can't provide any information on when upgrades to the network happen. 

 

Have you used the Mark the Spot app to report the issues you're experiencing? It's the best way to report service issues like the ones you're experiencing. 

 

Here's some info about Mark the Spot - http://www.att.com/esupport/article.jsp?sid=KB106170#fbid=Z6SDS7kpLnk

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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 here.

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'm sorry your area hasn't been upgraded. I know it's frustrating. Unfortunately, I can't provide any information on when upgrades to the network happen. 

 

Have you used the Mark the Spot app to report the issues you're experiencing? It's the best way to report service issues like the ones you're experiencing. 

 

Here's some info about Mark the Spot - http://www.att.com/esupport/article.jsp?sid=KB106170#fbid=Z6SDS7kpLnk

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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 here.

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: Widespread issue in my area, how to get action on this?

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Feb 12, 2013 8:42:12 AM
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This is not a matter of 2G vs 3G. The existing 2G service does not work. We don't have basic functionality. Calls to level 1 AT&T support fall on deaf ears because this is bigger than them. This is not a recent issue, nor one limited to certain areas. This is day to day life for an AT&T customer in this area. We have to try a minimum of 2 times to place every single call and as many as 5 to get through. You can't depend on a text to communicate anything important or relatively time sensitive because they're as unreliable as the weather. I would cancel my data plan if I could, but instead I'm paying $25/mo to get sparse access to email. There are no good days. This is consistently bad and non-existant service. I will absolutely burn up that mark the spot app, for whatever good it will do. What I need is attention from a higher level than the 800 support number, because I can't get several thousand people on the line with me to verify this is not an issue with me and my phone.

This is not a matter of 2G vs 3G. The existing 2G service does not work. We don't have basic functionality. Calls to level 1 AT&T support fall on deaf ears because this is bigger than them. This is not a recent issue, nor one limited to certain areas. This is day to day life for an AT&T customer in this area. We have to try a minimum of 2 times to place every single call and as many as 5 to get through. You can't depend on a text to communicate anything important or relatively time sensitive because they're as unreliable as the weather. I would cancel my data plan if I could, but instead I'm paying $25/mo to get sparse access to email. There are no good days. This is consistently bad and non-existant service. I will absolutely burn up that mark the spot app, for whatever good it will do. What I need is attention from a higher level than the 800 support number, because I can't get several thousand people on the line with me to verify this is not an issue with me and my phone.

Re: Widespread issue in my area, how to get action on this?

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Feb 12, 2013 8:49:41 AM
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Former Community Manager

I understand and I'm not minimizing your concerns. I suggested the Mark the Spot app because this is exactly what it is for. 

 

I will make sure to pass this thread to the right folks but please check out that app and recommend your friends/family/neighbors use it as well. 

 

It is the best way to report issues with the network in your area. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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 here.

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 understand and I'm not minimizing your concerns. I suggested the Mark the Spot app because this is exactly what it is for. 

 

I will make sure to pass this thread to the right folks but please check out that app and recommend your friends/family/neighbors use it as well. 

 

It is the best way to report issues with the network in your area. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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 here.

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: Widespread issue in my area, how to get action on this?

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Feb 12, 2013 8:26:00 PM
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Thank you. I will check out the app and have others use it as well. I really hope the people you pass this on to pay attention!

Thank you. I will check out the app and have others use it as well. I really hope the people you pass this on to pay attention!

Re: Widespread issue in my area, how to get action on this?

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Feb 13, 2013 7:04:00 AM
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Former Community Manager

They do, I promise!

 

Glad to hear you'll start using the Mark the Spot app.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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 here.

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.

They do, I promise!

 

Glad to hear you'll start using the Mark the Spot app.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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 here.

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: Widespread issue in my area, how to get action on this?

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Feb 13, 2013 8:33:29 PM
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I have been using this app and also called customer service multiple times, they see nothing wrong with my area and show that I have full LTE, yet I get 0.08 down and 0.37 up.  Pathetic.  They say they care and look into things but nothing changes.

I have been using this app and also called customer service multiple times, they see nothing wrong with my area and show that I have full LTE, yet I get 0.08 down and 0.37 up.  Pathetic.  They say they care and look into things but nothing changes.

Re: Widespread issue in my area, how to get action on this?

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Feb 16, 2013 9:36:57 AM
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I also have looked into the "mark the spot" app and just by reading the reviews of the other folks who have downloaded the app I seen how frustrating the app is. I think it had like a 3 star rating. Hey at&t, how about using some of the money you're screwing your customers out of and FIX THE PROBLEM!!!!!?????
I also have looked into the "mark the spot" app and just by reading the reviews of the other folks who have downloaded the app I seen how frustrating the app is. I think it had like a 3 star rating. Hey at&t, how about using some of the money you're screwing your customers out of and FIX THE PROBLEM!!!!!?????

Re: Widespread issue in my area, how to get action on this?

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