I have been trying to get 3 buildings switched over to Sprint Mobile Broadband because our high speed internet carrier has failed to deliver any meaningful bandwidth even though we are in a very busy, very typical/normal part of the Los Angeles Suburbs right next to the freeway. LTE coverage and Sprint Spark coverage is supposed to be excellent here, and so we have tried to work with the Netgear 6100D, which I signed up for 14 days ago. It was working perfectly with 55Mbps down for 6 days. Then it completely stopped. The router/modem will no longer connect with the towers (even though there are 3-4 2.5Ghz LTE towers within range of me. I even have pretty much direct line of sight to one of them.
I called customer service and they were each very nice and concise. We PRL updated, profile updated, factory reset, software update, turn on/off 30 times, exchanged the router/modem at the store for a new one. All without resolution. The router/modem will work at other locations, but not at the location we need it to.
I have talked to multiple techs and reps and all have told me that there is "nothing" else they could do. We have submitted pinpoints and waited the requisite 72 hours each time. But if there is no huge number of other people reporting the same issue, there may never be a ticket created. I am trying to get this to work in an area that has great coverage, but has no residential. It may even be a year before someone else reports the say issue!
Since there is no longer a CTMS ticket that can be created, there is no longer a mechanism in which a problem like mine may EVER be resolved. There is now NO communication between technical support and engineering. There is now NO way of escalating tech, even in the face of an obviously diagnosed tower problem.
We are now stuck with a situation where we are being told that it is "tough", but customers such as myself are just being told to cancel service because there is no longer a mechanism to fix certain problems. I don't want to cancel. I am trying to fix the problem and make it possible to give Sprint about 100 more customers that will be estatic to have the service. Unfortunately, I have been told by the manager at the OK call center that there is just nothing that can be done and that I can cancel the service since he agrees that there is a possibility that this problem is not addressed for a very long time.
Can you help here? I think my next step is to call a buddy at higher level corporate. But to bother them about an issue like this is just absurd.
I guess what the main question is: Is it okay for customer support and technical support to just tell us, "Tough". There's nothing we can do. "Please cancel the service". Is that ever an appropriate answer?
Thank you so much for responding. I forwarded that info this morning and hope to hear from you soon. I will immediately update here as details come in!
So far, the problem persists.
Michelle at the Sprint Social Care Team reached out, but hasn't resolved anything. What she told me so far wasn't very helpful at all.
I have called tech support almost every day. One tech told me that eventually it will cost more to handle the calls and something will have to be done, so he told me to call daily until it gets resolved. I am finally in touch with a supervisor that is trying to help.
I will continue to update, but I still have no service and no call connections as of now.
I have the exact same issue in Austin TX
The 6100D works very well for a few days then cuts out ... I have to do a hard power cycle and then log into the device and manage the data connection by doing a hard data disconnect then a reconnect ( it's all in an FAQ)
I bought this for use in a remote are to monitor a vacation property with no internet access. I have fantastic coverage.
A couple of Symptoms
1) I do see the device losing lock with the tower with great coverage then reconnecting to a tower further away with poor coverage ( 1 bar vs 4 to 5 bars) ... I'm beginning to think the firmware does not occasionally look for and establish the best link ... Sprint does have to do tower maintenance and updates ... I might lock to poor coverage tower and stick there
2) I see a time of day issue on performance and connection ... I seem to loose service dying peak commute times ... almost like having service interrupted to handle mobile phone traffic
Seems like a bit of firmware improvements to keep looking for strong tower/channel and reestablish link automatically is needed ...
I have set a timer to power cycle my device every day ... it helps for #1 but I still see issue #2 every day
Just got the 6100D and have had nothing but connection problems. Last support person I spoke with said its because of the double pane windows in my home. Really?
I'm returning this device today. Sprint is unable to support this product. I'm in a rural area but with LTE coverage. My only other option was satellite but it was horrible too.
Never an issue with my phone being a hotspot. Always connects.
Sprint is not capable yet to support. Don't waste your time.
PS. I was also told to open my window and see if it works then. Really, it's 104 degrees in OK.
Could be a great item but not yet.
im guessing they wanted to see if the signal improved or not..if it did its due to your building and there might be another fix attempt they could try..if it didnt then theyre back to square one again.