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What is the problem with the Network in Chicago?

Journeyman

What is the problem with the Network in Chicago?

I cannot send text messages or place phone calls.  I get an Error Code 34 for failed text messages.  Phone calls do not connect.  When I tried to call customer service, I received a message that I am not allowed to place calls to the number dialed.  What is that all about?  This needs to be resolved.  This is the second day of no network coverage and it is unacceptable.

18 REPLIES 18
Journeyman

Re: What is the problem with the Network in Chicago?

The network in Chicago is a joke.  When you search Chicago on the message boards you will see how many people are struggling with their service.  This is probably way more information than you need or want, but shoud your problems continue (as mine have), you will want it!

This is long, but what I have posted in other threads so you can get an idea of what to do if your service doesn't improve...

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

-Dropped calls

-Inability to make calls

-Slow internet

-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 the Illinois Attorney General and file a consumer complaint (http://illinoisattorneygeneral.gov/consumers/filecomplaint.html)

and if you're really motivated,

Third, 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. Or feel free to vent within this thread and I will add your complaints to the list I have.

ABC Chicago--Chuck Goudie--http://abclocal.go.com/wls/feature?section=news/iteam&id=8182781

CBS Chicago--Dave Savini--dvsavini@cbs.com

NBC Chicago--Sharon Wright--sharon.wright@nbc.com

Chicago Tribune Watchdog reporters:

Patricia Callahan--pcallahan@tribune.com

Monica Eng--meng@tribune.com

Jared Hopkins--jahopkins@tribune.com

Sam Roe--sroe@tribune.com

Spread the word to others you know who have Sprint and are experiencing problems, as well as in other threads you see here.

I also 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, I have also contacted the Illinois Attorney General.

So, my advice 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.

Good luck!!

Journeyman

Re: What is the problem with the Network in Chicago?

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.  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.

Journeyman

Re: What is the problem with the Network in Chicago?

There seems to be an issue with one of the mobile switching centers as far as I know only two people have had an issue but it may likely be more, a ticket is being filed. http://community.sprint.com/baw/thread/95025 This is the other person having a similar issue.

Journeyman

Re: What is the problem with the Network in Chicago?

I have file a BBB report and contacted the local TV stations here. As of 430 today voice services are not working and it is now almost 10pm and they are still down.

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Journeyman

Re: What is the problem with the Network in Chicago?

I'm glad you did that.  Today was terrible for me as well.  Couldn't make calls, when I could they would drop, texts that wouldn't go through, etc.  Let me know what you hear!

Journeyman

Re: What is the problem with the Network in Chicago?

11:15pm and still no service....going on 7 hours now.....

Journeyman

Re: What is the problem with the Network in Chicago?

Thanks for the info Becky, you summed it up, Im in the same position as you problems since march and given the run-a-round each time I call.

Journeyman

Re: What is the problem with the Network in Chicago?

I am about an hour south of Chicago in Kankakee, IL. I have had continuous problems with sprint and their "upgrades". I have had on and off service with them since February. I have to call every month. I get the run around each time. Let's reset your phone, upgrades should be completed by this day, here's a measly $25 credit even though your phone only works 2 weeks a month (50% of the time if that). Important phone calls dropped no internet from 8am-12am everyday. It's ridiculous. I've been without service now since July 16th. 5 towers in my area were completely shut down for their upgrades. I call to see what's going and and THREE reps give me the run around and make

me reset my phone. Until finally the 4th one tells me it's the stupid upgrades. One of the reps even called me back the next day to tell me towers were up. Lies. We're being told here the upgrades will be "complete" July 31st (next week so that's 15 days with NO service). But will they be 100% complete? Probably not. Two weeks later my phone will quit working again. Id rather pay a higher bill, then not have a phone work and pay for nothing!

Journeyman

Re: What is the problem with the Network in Chicago?

Do you have roaming enabled? The only upgraded towers seem to be in St Anne and Momence.

Journeyman

Re: What is the problem with the Network in Chicago?

Nope. No roaming enabled. There are three towers down by me (within a mile) one about two miles (Bradley, Il), and the last one in Aroma Park. I even checked that sprint.com/network or what not and it says 5 more upgrades expected in the next 6 months. I can't handle 6 more months of on and off service. Our local newspaper was informed upgrades would be "complete" July 31st.

Journeyman

Re: What is the problem with the Network in Chicago?

Enable roaming, it doesn't cost you any money.

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