VoiceStream signal problems in Dallas, TX

[psyborg]

[img]i/expressions/face-icon-small-disgusted.gif[/img] I just started with VoiceStream service on 7/5/02. The purpose for getting this service was so that I would be able to stay in contact with my family and friends while at work, as we are not allowed to make personal phone calls or use the company Email for personal reasons. My phone worked just fine around my home, but when I got to work on monday - "No Signal". I called VoiceCustomer support that evening and spoke with a Tina. She immediatly knew what the problem was without any explaination from me. She said that it was the result of AT&T broadcasting the strongest digital signal possible in Texas and that the problem was mostly with Samsung phones, which is what I have. She suggested that I switch my phone to manual network mode and try to connect with either T-Mobile and that didn't work, go ahead and try to use AT&T's network. That solution didn't work and my phone still doesn't work in or around my office. I have been in contact with VoiceStream customer support, several times. The last time speaking with a supervisor who flatly stated that "they are only responsible for making sure that my service works in my home area, not anywhere else. That they would not replace my phone and to get out of my contract I would have to pay a $200 early termination fee." Any suggestions as to how to get out of my contract for a phone I really can't use?

[Jack]

I would go into the store and tell them that you are having many problems with your phone and customer care told you that there was a problem with the samsung phones and hopefully they will exchange the phone.

Jack

[Matt]

Well, first you can't use AT&T's network. There is no agreement between VS and AT&T. The manual search is a good idea; sometimes it works. Since VS is aware of the problems regarding AT&T and Samsung phones (it happens in numerous other cities too). They should take your phone back and give you another - probably the Nokia 3390, but you didn't say which Samsumg you have. Try the store, as Jack mentioned. Let us know how that goes. You could escalate by contacting corporate VS, but I'd go the store route first.

[bobolito]

First of all, AT&T can broadcast any signal as strong as they want and that should not interfere with another carrier's operation since they use different frequencies. This is why FCC has strict telecommunication rules. To me that excuse sounds like they wanna blame someone else for their problem which is really unprofessional. Boy, if they tell me that they are only responsible for making sure your phone works only in your home area I will call that rep's supervisor right away and tell them they are not doing their job. That was a very irresponsible answer. No matter how far your job is, it is also part of your home area as well and they are responsible for that too. Whatever the problem is, it sounds to me like VS signal is not penetrating inside the building and your phone cannot pick it up. Check with other co-workers and see what service they have and if it works. Also, it would be a good idea to try a different phone so follow Jack's advice as well. BTW, how is the signal just outside the building?

[CaliphoniaBoy]

I heard about the ATT / Voicestream problem before... I cannot explain it though. I know in many countries many GSM networks work parallel without interference but somehow there is a problem with ATT / Voicestream. From what I heard the Voicestream phones can "lock" to ATT after they picked up an ATT signal.

Who is to blame is still under discussion but the majority thinks right now that it is actually an ATT problem.

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To the original poster: Has your phone actually ever worked at your work place. Because it is not clear from your post if the "no signal" happened just recently or if it has always been like that.

C.

[psyborg]

[img]i/expressions/face-icon-small-disgusted.gif[/img]First let me thank you for you responses. My phone is the Samsung r225. I bought the phone from VoiceStream directly over the Internet, so I can't go to the particular store. Friends have suggested that I try just any of their stores, but I don't know how effective that would be. I have talked to several people at VoiceStream, the last one being a supervisor. I asked her to replace my phone with a better one that worked. She is the one that said they were only responsible for making sure that my service worked in my home area. I work in the same area code but about 18 mi away from home. I do have the address of the CEO but can find out very little about corproate and other "uppers" who might help with my situation. I don't know how receptive their CEO is to a lowly customer contacting him.
The signal is just as bad outside the building as it is inside. There is a cell tower visable just a few blocks away, which I suspect is AT&T's. The phone will work at the office for a few seconds, if I am outside and I turn a certain way, but the call is dropped almost immediatly and retuns to displaying the "No Signal" or "Emergency Only" messages.

I know this is an old thread, but I've had the same problem with Voicestream and a Motorolla v60g: erratic signal inside the building and in the parking lot; turn left, good signal, turn right, no signal.

Customer care says the coverage is "excellent" in my calling area, but I'm still wondering if it is Voicestream in the Dallas area or the Motorolla phone.

Any other experience with Voicestream + Motorolla in DFW?

Thanks

[LowTech]

I suppose that can be the answer but this problem with verizon has been going on since it's been in the dallas area. There are certain areas in which the voicestream phones just dont work. These are places that are within their calling areas and are on all their coverage maps. My father had the same problem and they would not let him out of his contract. Cant blame at&t on that because they didnt have gsm networks in the dallas area until about 6-7months ago.