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Poor Service in Chicago, 60617

Journeyman

Poor Service in Chicago, 60617

As I can see from all the other posts here, I'm not the only one having issues. I have been a Nextel/Sprint custoner for approximately 14 years, and have never experienced problems like this. Neither of our phones work in our house! We drop calls all the time, and have 1 bar of signal at best. I had to call Comcast 3 times yesterday because my phone kept dropping the call, with at hold time of at least 10 minutes each call!!!! I understand the need for network upgrades, etc., but the service, which we are still paying good money for, should still work while these upgrades are taking place! My wife is pregnant, and she needs to get in touch with me or the doctor if something were to happen, but I guess I can't count on that with Sprint.

The network map says that I should have the "BEST" coverage at my house, but that is definitely the case. My contract is up in one month, and my wife's is up in December. I am seriously considering switching providers at that time, as I can't have a newborn in the house, and no communication available!

Phones: Samsung Epic 4G and Blackberry Style 9670

Zip: 60617

Cross Streets: 112th Street and Avenue O

HELP!!!

7 REPLIES 7
Wizard

Re: Poor Service in Chicago, 60617

m_ticich,

Thank you for your post regarding your current coverage issue. I do apologize for the inconvenience. After researching using the given information, I was able to find that the tower that services your area is currently undergoing upgrades: Cell Site is being upgraded to Network Vision. Temporary impairments causing increased Drops and Blocks may occur, in addition to instances of missed calls/calls rolling to voicemail, and other voice service anomalies. I can understand this is extremely frustrating for you and we are aware of this issue. I can assure you we are working to not only fix it, but improve your overall customer experience in the area. I have reported this issue to our network team so that they will be aware of your specific location.

MArkie_B

Journeyman

Re: Poor Service in Chicago, 60617

Thank you for the prompt reply. Is there any time frame for correction? At least an estimate?

Wizard

Re: Poor Service in Chicago, 60617

m_ticich,

No problem. Glad I am avaialbe to assist. The estimate is around mid-August, but that is subject to change.

Markie_B

Journeyman

Re: Poor Service in Chicago, 60617

I would just like to jump in and add that if you search these forums for Chicagoland complaints you are going to find they are numerous.  I spoke with Joanna Ciampa today (whose 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 (not August!).  I was finally transferred to her after numerous complaining since we have 5 lines that are basically unusable one way or another due to the tower upgrades.  I was contacted by her office after my complaint to the Better Business Bureau. My advice to you is if your lack of service continues (which it most likey will) to do the following:

First, contact the Better Business Bureau. It only takes about 5 minutes to fill out the form here: http://chicago.bbb.org/

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 the Illinois Attorney General and file a consumer complaint.  This can be done here: http://illinoisattorneygeneral.gov/consumers/filecomplaint.html

Both of these can be done quickly, but then you will have to wait up to a month to get a resolution.  So if this continues for you, I would fill them out soon!  Good luck and I hope it works out for you!

Journeyman

Re: Poor Service in Chicago, 60617

Thank you for the information Becky_g22, I have just contacted the BBB.  While I understand their might be problems experienced during an upgrade, not having realizing service for going on 6 months is unacceptable.  And the fact that the complition date continues to come and go is very frusterating....  not to mention the fact that most of the sprint reps like to suggest it being a problem with the actual phone and recommend taking it into a store. 

While I hope this is fixed soon, i feel I be leaving sprint with 4 lines after 10 plus years.

Journeyman

Re: Poor Service in Chicago, 60617

Here are anticipated completeion dates for the Chicago market. Most issues should be unnoticable by September - Mid-November.

Chicago

...Sites Complete = 35%; Anticipated Launch = September 2012; Anticipated Completion = December 2012

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Journeyman

Re: Poor Service in Chicago, 60617

They have been upgrading in my area 60140 since March.  The service has been just horrible.  I am ready to cancel all five lines.  I called customer service and they told me they were done with the upgrades in my area.  My calls still drop all the time and I get my text messages hours later.  I have to go outside to make calls when I am at my sisters house and cannot make calls from my office at work or get any kind of internet connection.   When I call customer service they only want to give me a $25.00 credit.  I have only been able to use my phone half of the time yet expected to pay my full bill.  That is unacceptable.  I pay 250.00 a month for service I cant use and am told I can only receive a 25.00 credit?  Time to start looking at a new phone provider.  I am willing to pay the 600 in early termination fees to have a service that works.  Sorry I ever left US Cellular I never had dropped calls.  Looks like I am going back to them.

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