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Very Slow 3g Data Speeds -- you too ?

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Journeyman

Re: Very Slow 3g Data Speeds -- you too ?

Thank You 3020fjr for the info.  In any case nawells1 if you could post an update, when your issue got resolved with the new data speed details, that will be really helpful.

Journeyman

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

The situation which I described in my original post has NOT BEEN RESOLVED in any way DESPITE my having made over 7 phone calls to Sprint (speaking with Customer Service, Technical Support and "Advanced" Technical Support) and having visited my local "official" Sprint store several times. One evening, from about 11pm to almost 1 am, I was on the phone with an "advanced technical support" person who insisted that I totally wipe my device (which I did, despite any logical reason to do so) while on the phone with her -- after almost 2 hours of "working" on the problem with this woman, we got disconnected and then she never even had the courtesy to call me back (even though she had my number) !!!  I have literally "wasted" what amounts to an entire day and a half's worth of time dealing with Sprint simply trying to obtain a single shred of reliable, honest information about either the cause/source of the local problem or whether/when it might be corrected.

I have been given almost every possible "story" in the book (some of which are noted here below).  I have actually come to the conclusion that Sprint must adhere to some kind of policy (whether "official" or not) to some extent both "internally" and "externally" (dealing with the public) which limits access to information concerning the status of their network, their towers/equipment and possible outages.

Every single conversation with a Sprint employee has involved at least one of the following:

(a) a direct contradiction with information obtained from another Sprint employee (e.g., employee # 1: " hold on let me research this -- yes, there were 2 trouble tickets in your local area last week but they have been marked as closed;  employee # 2: "there have been no trouble tickets opened in your local area at all for quite some time"; employee # 3: "there is an open trouble ticket for your area now"

(b) a self-contradiction (e.g., at the beginning of a conversation, the employee states that there is "no known" issue involving service to your local area and then 10-15 minutes later states "there are issues affecting your local service that are known to Sprint)

(c) "fabrications" regarding ability to address the issues raised (e.g., "I can't open a new trouble ticket concerning your local area because there is a known problem affecting "New York") (c) attributing issue to user "error" or lack of knowledge (e.g., "are you sure you know how to use your handset ? ")

(d) blaming the handset or software installed on it (e.g., "Sprint doesn't support the use of ""3rd party software""" or " it MUST be your handset" (even though nothong supports the idea that the handset is the cause of the problem since (1) 2-3 miles east of the problem areas I receive data over 3g at 4-5x the speed (2) there are no signs of ANY malfunctions with the handset

(e) denial that having data service EVEN MATTERS : " you can still use your Evo as a ""device""" (in other words Sprint data service is irrelevant -- the fact that I can't, at a reasonable speed (1) browse the web (2) receive email (3) use navigation (4) stream audio or video etc.etc etc -- doesn't matter because I can still theoretically take a picture or use a "word processor" on the device !!!

(f) false promisesSmiley Sad this actually occurred twice):  "I am going to open up a new trouble ticket for you but it will take me about 10 minutes to write it up and rather than having you wait on the phone, I will call you back in 10 minutes" (and I give the rep. my contact number -- which they have on file anyway) AND THEN THEY NEVER EVEN CALL BACK

(g) (h)(i) etc --- I could go on and on !!

Yesterday, Friday 6/11/10 -- I went into the local "official" Sprint store on Route 6 in Mohegan Lake, NY 10547 at approximately 3:50 p.m. In the presence of several witnesses I demnonstrated to 2 female store employees the following:

I placed my HTC Evo 4g (running on the Sprint network) side by side with my Motorola Droid (running on the Verizon Wireless network).  I opened Speedtest (Ookla) application on both devices. I ran Speedtest several times on both devices connecting to a variety of servers in the greater NY/NJ area.  ON AVERAGE:  the HTC Evo (Sprint) got a result of about 300 kbps (.3 Mbps) for download speed;  the Motorola Droid (VZW) got a result of about 1800 kbps (1.8 Mbps).

The Sprint store employees seemed "amazed" -- but this amazement seemed a bit strange since 2 minutes later 1 employee launched into a story about how a local tower had been hit by lightning last Tuesday afternoon (6/1/2010) and how both her personal Sprint service and that of the store had been interrupted numerous times since June 1st (at times going out completely) and how Sprint was "working" on the tower and how it had been

restored to "81% of power" (whatever she really meant) -- Then she seemed confused and started telling me that perhaps the reason it wasn't being fixed (even though she had just said it WAS mostly fixed) was that "Sprint is going to be putting in 4g in this area very soon and maybe they are waiting for that so that they don't have to send out crews twice".  When I pointed out that 4g had not been implemented in NYC yet -- she told me that:  "it actually is available on the upper west side of Manhattan and they are putting it in here very soon" !!!!! (I have no idea of what if any part of this is true, since obviously no one knows what Sprint is doing ! )

This Sprint store is located on a very busy stretch of Route 6 (frequent bumper to bumper traffic) and is almost in the center of the affected area.

As far as I can determine the affected areas include, at minimum:  parts of all of the following localities:  Mohegan Lake, NY; Shrub Oak, NY; Jefferson Valley,NY; Yorktown Heights,NY; Peekskill, NY; Cortlandt Manor, NY; Putnam Valley, NY (and perhaps, others).

(See attached image with affected areas -- all in "good" Sprint 3g coverage range.

As far as I can determine, at least part of this service problem did begin on June 1, 2010 -- even though I was not using Sprint at that time, I do know for a fact that other carriers experienced outages after a thunderstorm that day.  Both my own VZW service was affected  (but it was fully restored on June 4,2010 and service of relatives using T-Mobile (fully restored on June 5, 2010).

Since I can not (not for lack of effort on my part) seem to get any honest information from Sprint I probably will have to cancel my Sprint service.

I don't know what other steps to take in order to avoid this and resolve this situation ... Perhaps posting a video of the two handsets running Speedtest side by side on Youtube and every other cell/smartphone related website I can find ?????  BBB and FCC complaints ????

Message was edited by: nawells1

Message was edited by: nawells1

Message was edited by: nawells1

Wizard

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

nawells1 I understand you frustration. As a last option I would send a e-mail to sprintcares@sprint.comexplaining all you have done and what costumer service has said. Also but a link to this forum and the other forum you created in the community with this problem. This is there twitter page http://twitter.com/sprintcare From the post above it seem the problem is with many tower and not just one. is that correct??? I have also seen a slow down since the evo was released here in Miami but speed are still acceptable sine it from 1mbps to .7mbps. Also costumer service before the Evo would answer instantly. Now you have to wate for them to answer. Also the sprint community has also been overloaded with Evo users and I now sometimes it slow at sign in adn to reply. Lastly I know here that att wireless is having problems in Florida and other states in the south east part of the United States with it 3g network. This past Thursday and Friday they have had network outages. I do not know how long it was on Thursday but on Friday from 12pm to 7pm. Hope this help.

Update: Look at what is now poping up in the sprint community http://community.sprint.com/baw/message/181668#181668

Journeyman

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

I know just what you mean nawells.  We live in OH and went on a Sprint plan coming from Nextel cause it was suppose to be sooo much better.  HA!  We have no service and the maps shows all green.  Took phones back in to store before 30 days was up and we were told to update(like you) and everything would be OK.  Went out of town, came back and nothing--no service.  Of course 30 days was up.  They have sent us to 3 different stores,been on#2, emailed, tech support and all and have gotten NOTHING.  One tech support said to email her and let her know if everything came out OK and she would also call back.  NOTHING.  They actually don't care.  We have dealt with some of the rudest people and dumb also in the business.  If I was you, I would stay with Verizon.  We are stuck with almost $300. worth of phones and 2 year contract for nothing.

Journeyman

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

Nawells1, I live in the same area and I can attest that the speed drop off is real.  It is not the hardware as I have the same speed issues with my wifi and a data phone.  Both devices are useless in terms of Internet use.  I have just recently passed the thirty day return date and if I were still able I would have returned my mifi.  This decrease in speed is unacceptable and then tech support is clueless as to what is happening to their network.  I spoke with a tech and asked several times if it might be the network.  I was assured that it was not the network and that my mifi was damaged.  I said that seemed strange since the upload was working fine bit the download was 0.03 MPs at best.  Best we can do is make some noise on the forums and on Twitter.  Thanks for taking the time to write and visit the local Sprint store. D5wstat

Journeyman

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

Im still hoping for the best but quickly losing patience as well.  My evo has terrible wifi connection and am waiting on radioshack to give me a new one. If this problem is not resolved in around 4 or so days i feel like i may just have to give in and pre order an iphone because i know at&t has great coverage here and apparently sprint has no interest in fixing this or at LEAST keeping us updated on what the hell is going on.  Please let us know if any of you go back to getting acceptable/normal speeds again because 122kbps down is definately NOT acceptable to me.

Message was edited by: dianndej

Journeyman

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

dianndej, dw5stat --

Apparently we are all in the same boat --

Today I am barely getting any 3g data connection at all --- and when I do it averages under .1Mbps (around 10 kbps)!!!

I've already lost my patience and guess I will have to cancel my service w. Sprint very shortly...But I still am amazed at their corporate culture --

no wonder they are always ranked lowest by J.D. Power, Consumer Reports, etc.... I should have heeded those surveys (thought there were some reports that they were trying to improve customer service and some surveys which reported that they had improved somewhat form 2009 to 2010)

Apparently they don't have any interest in customer satisfaction at all -- ok -- I get it -- but they don't even PRETEND to be concerned --

apparently, no Sprint people even read these boards (unlike competitors -- who have employees actually trying to help people who post issues)

mithun1977, 3020fjr, scoringdelight and all others -- thanks for all the posts, your accounts of your experiences and your suggestions --

much appreciated ..

Yes, I am sure it has something to do with 1 or more of the local towers -- equipment failure(such as a bad amp.), wind damage -- antenna problem, etc...

Every other company I deal with actually fixes stuff -- pretty quickly -- if I have a problem with my cable internet or TV -- it is always fixed within 24 hours; if my landline goes out the same, if my power goes out pretty quickly (unless it is due to a massive storm -- then it can take a while but at least they acknowledge that) Sprint DOESN"T EVEN ADMIT THAT THERE IS A PROBLEM -- you'd think by how long it takes them to respond that we all lived in the Australian outback !!

Too late to save me as a customer --- but maybe just to protect other people (in the spirit of the "public interest"):

I'm in the process of writing everything up, making some videos and excel files of actual speedtest data  and forwarding to all the editors at the online magazines dealing with cell/smartphone/wireless data stuff (like Engadget, Gizmodo, Brighthand, Mobiledia, PhoneArena, HowardForums, PC Magazine, CNET, Wired, PC World, ZDnet, etc....etc.....

I'll look into making some public complaints about these business practices w FCC, BBB and will attend upcoming public meetings at local town board, and Zoning Board of Appeals (since Sprint does business w. my town and I have connections w. many of the board members and know some of the town attorneys)  Some of our local board meeting are publicly televised on cable -- I haven't checked the schedule yet but it might be possible for me (although I'd probably have to borrow someone's Sprint smartphone since it looks like I won't be a Sprint customer by then) to have them show me at the podium holding up a Sprint smartphone in one hand and a competitor's in the other (then the entire town could see it for themselves on TV !)

Message was edited by: nawells1

Message was edited by: nawells1

Message was edited by: nawells1

Message was edited by: nawells1

Journeyman

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

nawells1 , what a nightmare you have been going through dealing with Sprint. I just hope some body in technical support or a higher official/manager is looking at these messages on the sprint community. Customers should never be allowed to go through similar kind of pathetic treatment, I hope Sprint senior officials re evaluate on how they could improve not only their networks, but also how they could take corrective action/improve their customer care/technical support process, as they seem to have no clue as to what is the real problem and how to respond to a customer complaint. nawells1, if you could post the ticket number that was opened for your complaint over here, it may be useful if some sprint employees happen to see your post, your explanation seems to be more than sufficient to make any dumb person to understand the predicament you have been going through.

You also have the last option to return EVO back to sprint within the 30 day period. No matter how good the phone is if the network is not good, the phone becomes useless. This is so unfortunate but all I could say is that SPRINT owes more than an APOLOGY to you for the time you had to waste on this.

Journeyman

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

mithun 1977,

Many thanks for your ideas and words of support --

Actually Sprint refused to officially open a new trouble ticket for me !!  1 Sprint rep. refused because he said they were already aware of it; another one refused because in his words "one couldn't separate out the issues you are having from the general issues Sprint had this week in NY/NJ" (in his strange logic -- my trouble might be due to a more general issue -- so why bother to open a new trouble ticket -- just wait and see if, once they resolve the more general issue my issue goes away.....The third rep. said she would call me back with the trouble ticket and, as I previously mentioned, never did.

One tech support guy assigned my location an id # -- that id is: 7y2dab

Believe me -- I could give them exact geographic locations (I could draw a perimeter around the affected area(s) ) and mark them precisely on Google Maps if they even had asked me -- I would have been willing to help them ....

I doubt any Sprint people actually have been reading these threads -- I'm beginning to think (since they haven't participated) that they think it is a good "outlet" for us to "vent"  --- but never get any actual results....Sprint will do whatever it wants to do, and whenever they can get around to it --

they obviously don't have the money to spend to take care of an "unimportant" area like mine ....

Wizard

Re: Very Slow 3g Data Speeds -- you too ? UPDATE *****

I know what you guys are going throw as a said in a privies post I went throw it but it was my home tower only in Miami FL. The first thing that I want to say is that this does not get fix in a blink of an eye or in one day it takes weeks. If you read att wireless has the same problem but on a national level. If you read cnet news and dslreports.com you know what I am talking about. For my case I called nicely technical support they updated my phone when this did not fix the problem they open a ticket. Once that happen I called in a week to check up on it an they said they were working on it. Three week in they fix my problem. The thing is Sprint need to go to the physical tower and add Internet line T-1 or other depending on the area. The provider that supply those internet line are normally your local dsl company in my case att in Miami FL since Sprint does not have dsl. In New Jersey it might be Verizon the one that has to give Sprint the internet line to add to the tower which they might delay the process. Lastly this sprint community is read by a dedicated sprint employees that there jobs is just to read and respond to this community page. Personally I have talk to Sarah which is the one that has help me here in the community. I have been with Sprint since 1999 and they have yet to fail as bad as Comcast and ATT (phone and internet) in costumer support and service.

Living in Miami Florida and pass throw many Hurricane, Sprint is the most prepare company for emergency since that have Sprint Emergency response team. You can see them at www.sprintert.com thanks to them we had cell phone services right after Hurricane Wilma since the our home tower was nock down. Neighbors with att, t-mobile, verizon, and metro pcs had no service since they were all in that tower.

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