I understand your frustration, we are experiencing the same thing!! This is long, but I just posted a separate post, but figured I would post it in the other Chicago threads I saw as well...
Like many others in the Chicagoland area, my family (5 lines) has been experiencing unacceptable service from Sprint that includes many of the same complaints I see from others on these forums including:
-Texting not working
-Inability to make calls
-Delayed text and voicemail messages
-The runaround-being told it is the phone when calling Sprint and to go to the store, then go to the store and they tell you it's the network, etc.
-Promised time-lines that do not come to fruition
-Being offered inadequate discounts on service (i.e. $25 off our $250 bill when our service is basically unusable many days)
Today I was finally told that Sprint is completing "network vision," basically combining 3 towers into a "supertower." They have stated that they cannot give a time estimate of when this will be done and service will be sketchy throughout that time (as others have stated as well). I am unsure why I am paying $250+ a month for service I am not receiving and cannot be given a response as to when I will be receiving it. I am concerned that Sprint would embark on such a major upheaval of their services without a back-up plan of how to support the existing network.
This is obviously a chronic problem in the Chicagoland area; however I do believe that in order for any positive changes to be made in service, as well as any concessions in the form of major refunds for lack of service, many people are going to have to band together to make a difference. The gentlemen I spoke to from Sprint today literally told me that he gets a lump in his stomach each time he has to deal with people from Illinois calling, it is that bad!
I would encourage those having problems to do the following:
First, contact the Better Business Bureau. It only takes about 5 minutes to fill out the form here: https://odr.bbb.org/odrweb/public/complaintlink.aspx
In the section that asked how I would like my issue resolved, this is what I stated, feel free to copy and paste!
This matter can be resolved by providing:
1) A definitive time-line as to when my service will be working with no interruptions
2) A back-up plan of how I am going to be provided the service I pay a contract for (phone calls, voicemail, texts, and internet that all work)
3) If I cannot be given a back-up plan, I would like to terminate our 5 lines at no cost
Second, contact Chicago TV networks investigative reporters, as well as the Chicago Tribune. No major company likes bad PR and perhaps having a major television market looking into their inadequacies will encourage some more honest and forthcoming answers, as well as speed towards rectifying the problem. Type up a list of your complaints (or copy and paste them from here), write up your letter and send it off to each of the email addresses here. The more similar complaints they get, the more likely they are to look into things and focus on Sprint for one of their investigative pieces.
ABC Chicago--Chuck Goudie--http://abclocal.go.com/wls/feature?section=news/iteam&id=8182781
CBS Chicago--Dave Savinifirstname.lastname@example.org
NBC Chicago--Sharon Wrightemail@example.com
Chicago Tribune Watchdog reporters:
Spread the word to others you know who have Sprint and are experiencing problems, as well as in other threads you see here.
Great response and suggestions Becky! I will be contacting the BBB and sreading the word on this to my Sprint friends. If something isn't done soon I could even see a class action law suit being filed if they don't make substantial reparations.
I submitted my response to the BBB and used Becky's text to do so. A couple of things though...
The link to the BBB in her post is a little outdated. This link should work better: https://www.bbb.org/file-a-complaint/
I also tweaked her complaint a little so it can be pasted right in and the changed a little to match your specific issues. Here is what I put:
For the complaint:
Approximately three to four months ago the following started occurring: 1) Huge and sudden increase in dropped calls. 2) Frequent inability to make or receive calls. 3) Call quality on calls that do work is extremely poor. 4) Slow or unavailable internet. 5) Delayed text and voicemail messages. 6) Vague and misleading answers to complaints. 7) Promised time-lines that do not come to fruition. 😎 Being offered inadequate discounts on service (i.e. a one-time $25 credit to my $150 bill when my service is basically unusable many days).
For the Proposed resolution I selected "Other" and put this (500 Char max):
This matter can be resolved by providing: 1) Refund for at least 50% of the service fees and charges for the last three to four months of service. 2) A definitive time-line as to when my service will be working properly again, and discounted fees until that time. 3) A back-up plan of how I am going to be provided the service I pay for (phone calls, voicemail, texts, and internet that all work). 4) If I cannot be given a back-up plan, I would like to terminate my 2 contracts at no cost/penalty.
I urge others to submit their complaints as well and stand up for their rights as consumers!
I'm over here in the near west burbs (Oak Park, Berwyn etc.) and I'm having the same issues. Lousy connection issues, and terrible data speeds (about 50kbps down, 30kbps up) on 3G during the day, almost non existant in the evenings. Called Sprint and they're working on the tower I connect to so they gave me a $30.00 credit on my bill.
The voice service seems to have improved as of late a bit but OMG is the data slow as molasses. According to 4Sgru the Network Vision upgrades in the
near west burbs are supposed to be completed in July so I'm holding my breath to see if anything improves. I remember getting speeds like this in the early 2000's with my crappy Razr!
I know they're having issues swapping out the older legacy equipment, but c'mon Sprint!
I've been told the same thing, that they're working on the tower by my house and they offered to give me a $25 credit to my bill but then I could not seek any adjustment/credit for the same issue again. They said when the issue was resolved they would be offering credits "to those effected".
Here are the problems I have with that response:
1) My bill is about $150/month, a one-time 15-20% credit of $25 to $30 is not sufficient to compensate for the degredation of service I/we are experiencing. The dollar amount of compensation does not reflect the magnitude of the outages and lack of serivce we are experiencing. Also, accepting a "one-time" credit and never being able to get another credit for this problem if it continues isn't acceptable either. What if it continues for another few months? What about six more months? Is the $25-30 credit going to be all I am credited for close to a year of unacceptable service if it lasts that long?
2) Telling me that it's the "tower closest to my house", or "THE tower that I connect to" might seem legitimate if I never left my house or only experienced issues at my house, but my mobile phone is just that - it is MOBILE!! I use it all over Chicagoland and connect to many different towers, not just the one closest to my house. This problem is widespread over the entire Chicago metro area and its surroundings - not just my house.
Hey Chicago, don't feel to bad I live in Los Angeles and have had to deal with poor phone and data for four months now . Sprint has been upgrading there towers . They are suppose to be completed tonight at 11:59 PM. If not they ate going to get a call at midnight.
I hear you man! But really, did anyone know how bad this network vision upgrade issue was going to be? I thought Ok their upgrading the network, great! I certainly didn't expect the call quality or data speeds were going to be this bad.
It's my fault for not doing my homework. Because If I knew then, what I know now I wouldn't have bought the new Evo. I would have stayed with the Evo 4G or jumped to another network. They screwed up royally with Wimax, and now they're playing catch up with ATT and Verizon who are way ahead in the game. I also love the fact I payed big bucks for a premium device and paying an extra $10.00 a month for premium performance but we all know that's a big ole lie.
Of course Sprint never said a damn thing about how bad it was going to be. They were all unicorns, rainbows and puppies about it. Hesse is a great used car Salesman man, really have to hand to him. Only tell people what they want to hear.
The only thing going for Sprint is the unlimited data, that's it! Plus I'm sure when Sprints LTE network is up and running they'll follow what ATT and Verizon have done and tier their data. I'm locked in for 2 years so they better get their act together or else they're are dead in the water. Wouldn't be surprised if another carrier or handset maker buys them out and makes them nothing more than a data pipe for their handsets.
I wanted to add an update. After my BBB complaint, I was finally transferred to Joanna Ciampa today (whose apparent title is Executive and Regulatory Specialist, Legal and Office of Privacy Support - Sprint Nextel Corporation) and was informed that the tower completion in Chicagoland had an estimated completion date of November. She is now offically looking into the problems on my 5 lines, but apparently they have a month to respond to the complaint. I have told her I would like to be released from all 5 lines.
In addition, as suggested I have contacted the Illinois Attorney General and filed a consumer complaint (http://illinoisattorneygeneral.gov/consumers/filecomplaint.html).
So, my advice to others is, if you truly want to get some answers or get out of your ETF, you need to file your complaint now. You will be stuck waiting at least a month while everything gets worked through. While I wait I have a phone that isn't getting incoming calls and can't hold a call.
Yeah I live in Chicago and it has always been pretty slow, but lately it has just been unuseable .... I heard it's really going to be bad till next year. I have been with Sprint long enough (12 years) to not expect much, many promises in the past but no real change. I cant even listen to my visual voicemail, I will be notified and see my voicemail but then it wont download it untill I shut off my data connection and reconnect...it's a joke. I think I am going to just give in and join big red who seems to be the most consistent with connections.
Hi All - Has anyone heard any updates recently? It's been almost a YEAR since their service started going in the crapper and I am not seeing any improvements. And it's not just Chicago. I travel back and forth to MI at least once a month and have issues in Indiana and MI, too. This is getting beyond ridiculous. I have been with Sprint for over 10 years now. My current contract is finnaly up and since their service is so horrible, I'm considering swithching to Verizon unless they fix this soon.