Recently moved and phone went from always having 5 bars to only having 1-2 bars when I make outgoing calls got like 10-30 seconds of dead silence before the phone starts ringing then when other person answers call sounds like crap and breaks in and out… If someone calls me when I answer it. if the phone actually rings 65% of the time caller goes to voicemail and phone doesn’t ring I just suddenly get a “New Voicemail” notification…
Then data on iPhones and iPads takes like 5-10 for a really simple website to load if it even loads at all….
I have contacted AT&T atleast a dozen times over the past 3 weeks yes been going on for over 3 weeks now… First they open a case a day later I get a voicemail call from AT&T (cause phone didn’t ring) saying its a bigger issue and they are working on it and should have fixed by Friday well that Friday came and went 2 weeks ago… And then last week I happened to login to my wireless.att.com account to see a message about issue in my area… Yet this LiveChat I was just in with a AT&T Rep is laughable saying issue is with ALL my devices and not their network that I need to take in to apple to have replaced…. Well already talked to Apple works fine at the applestore they said its network issue problem only happens within like half a mile of my house…
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Welcome to AT&T Total Care Chat. My name is ‘Sharon T***’ and I’ll be happy to assist you today.
Sharon T*****: Hello, Mr. L.
Steven L: hi
Sharon T*****: I will be happy to assist you with your service request. Please verify the first and last name of the account holder and the last four digits of the account holder’s social security number or password that has been set up.
Steven L: Steven ********* | ****
Sharon T****: There is a password on the account, may I have the password please?
Steven L: ************
Sharon T****: Thank you. I am sorry you are experiencing problems with your service, Mr. L.
Sharon T*****: Please allow me 2-3 minutes to review your request.
Sharon T*****: I appreciate your patience.
Steven L: np
Sharon T*****: Thank you for waiting, Mr. L. I can see there is a case open for your phone. I am not showing why you are not receiving service. Please advise the problem you are experiencing.
Steven L: well get 1-2 bars when place outgoing call I get dead silence for 20-30 seconds before actually starts to ring….. When person on the other end answers it sounds horrible, keeps breaking in and out……….
Steven L: When receive calls if lucky enough for my phone to actually ring again sounds horrible. I end up having to say “I can’t understand you call my on my house phone” so past 3 weeks phone has been pretty much useless…..
Steven L: wife has same issue on her phone at or near our house…
Steven L: Now when trying to use 3G/Edge internet on our Phones or even our iPads takes 5-10 for super simple site to load if even loads at all alot time I just get a timeout or server error message…
Steven L: so paying $216 for phones can’t use and then $60 for 3G data on iPads that can’t use so just wasting $276
Sharon T*****: I understand your concern about your phone problems you are experiencing, Mr. L.
Sharon T*****: Please advise if you have spoke with our blackberry support team?
Steven L: No…. why would I speak to Blackberry support?
Sharon T*****: Blackberry support team are the experts with the blackberry phone. I was checking for any outages in the area. There are no outages that would keep the phone from working properly.
Steven L: okay understand that now if I had a blackberry phone……..
Sharon T*****: I apologize Apple support.
Steven L: ya they not able to help me as carrier issue….
Steven L: If I leave house and go half a mile down the street phone works fine…..
Sharon T*****: Please allow me 2-3 minutes to continue working on your request.
Steven L: ok
Sharon T*****: I’m sorry for the delay. I’ll be right with you.
Sharon T*****: Please advise if the problem you are experiencing only happens inside of the home?
Steven L: no happens outside within like a half mile of my home…
Sharon T*****: I am making a test call to your phone.
Sharon T*****: Mr. L, did you hear your phone ring?
Steven L: phone didnt ring but got a “New Voicemail” notification
Sharon T*****: I left a voicemail test message. I am test calling your wife’s phone number.
Steven L: okay but she is at work so probably wont answer
Sharon T*****: May I have the imei number for your phone. Go to settings, then general, then scroll down to imei number.
Steven L: its actually Settings > General > About
Steven L: ** ******* ***** *
Sharon T*****: I apologize.
Sharon T****: Does your phone number ends with 1***?
Steven L: yes
Sharon T*****: Please power your phone completely off for troubleshooting.
Steven L: ok its off
Sharon T*****: Thank you.
Sharon T*****: Is your phone the primary line, Mr. L?
Steven L: believe so
Sharon T*****: Okay, thank you.
Sharon T******: Please turn your phone on.
Steven L: ok on
Sharon T*****: Make an outbound test call and advise if the call sound garveled?
Steven L: ya still sounds crappy and friend Michael says I sound like crap on his end too.
Sharon T*****: I am really sorry, Mr. L. The problem is not with the service. The problem is the equipment.
Sharon T*****: Please return the equipment to Apple store for a replacement. Your phone is still under warranty.
Steven L: so problem is with my iPhone, my wifes iPhone, my iPad, my wifes iPad? I really find that hard to believe…
Steven L: so all our devices all broke at the same time…..
Sharon T*****: I have troubleshoot the service, there is no problem with the service. The coverage is good the area. The audio in the phone is defective if your callers is not able to hear you clearly.
Steven L: okay but want about the extremely slow data on the phones and the ipads…..
Sharon T*****: I will be happy to locate a store for you or provide a phone number for Apple Care.
Steven L: nope already been to applecare they were unable to help me cause they claim its a network issue which I am more opted to believe…
Sharon T******: For the ipad you have to go to Apple for troubleshooting.
Sharon T******: There is no problem with the network, the problem is with the device.
Steven L: well me and apple know its not for the fact I go to apple store and have full bars and call sounds fine, internet works fine there ipad works fine there… come home and suddenly doesn’t work anymore… so its broken but only at my house… sounds very laughable theory
Sharon T*****: Are you experiencing problems in a certain area of your house?
Steven L: in my entire house, outside of my house like I said within like a half a mile or so of my house its jacked up… go further then like half a mile say go 2 miles down the street and works fine…
Sharon T*****: Mr. L, you maybe a candidate for the microcell if you are not receiving signal in your home.
Steven L: ya maybe but I don’t got no $150
Steven L: even if I did have $150 wouldn’t pay more money to get the service I already pay for….
Sharon T*****: I can see a case has been submitted for you as of today. Please allow our network team to continue working on your request.
Steven L: ok
Sharon T*****: Is there anything else I can assist you with?
Steven L: allow long should I give….. already been going on for 3 weeks now…
Steven L: allow = how long
Sharon T*****: A case is approximately 7-10 working days.
Sharon T*****: Is there anything else I can assist you with?
Steven L: nope just if not fixed soon ill have no choice but to start finding a new provider…