| Author |
Message |
Kimba
Posts: 23
Phone Model:
Razr V3
Service Provider:
before/AT&T after/T-Mobile |
 
Thu Aug 30, 2007 10:08 pm |
Just a note to those who are experiencing the same types of problems as me, sudden continuous poor service (for one month) and constant dropped calls, with the inabillity to get cooperation in resolving the problem . and a refusal to put in another service call (see my previous posts.)
I finally switched service and was charged $350 for early termination fees. Didn't think it was fair that I be charged fees when I no longer had service. Filed a formal complaint with the local Better Business Bureau. Was notified today that the issue has been resolved, and I have been credited the early termination fees. It was quite a lot of work, but feels good to know that my efforts at resolving the problem were not in vain.
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Fri Aug 31, 2007 8:11 am |
In late May, the Re-Branding Alpha Tag campaign began in order to update Cingular handset alpha tags to AT&T.
The campaign initially launched with 50-100K pushes per night and during the first week in efforts to trial the campaign and customer impacts. At that time, no glaring issues were reported and re-branding continued with an AT&T alpha tag ramp up to 500K subscribers per night.
A Public Land Mobile Network (PLMN) update was included with the alpha tag push. Initial alpha tag re-branding OTA’s included the PLMN update and the 2187 profile. About 6 weeks ago, issues with degraded service following the alpha tag change began to surface. At that time the volume of issues reported was very, very low.
However, the issue is being investigated with early evidence that the problems relate to the PLMN profile (2187). PLMN profile 2187 appeared to include a list of roaming partners no longer part of the preferred partners list. The PLMN profile push was updated to its current version (2220), tested and incorporated into the alpha tag push approximately one month ago. Approximately 12.6 million customers received the 2187 profile.
The re-branding alpha tag campaign halted and a re-OTA campaign for the 12.6 million subscribers was implemented to update affected customers with the new 2220 profile. To date, 25% of the correctional updates have been completed with approximately 9 million affected subs awaiting 2220 profile updates. Updates are occurring at the rate of 500K per night with a completion expected by mid-September. OTA campaigns are executed during the maintenance window, 7 nights a week.
Customers with the 2187 PLMN profile may experience voice service degradation.
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Kimba
Posts: 23
Phone Model:
Razr V3
Service Provider:
before/AT&T after/T-Mobile |
Fri Aug 31, 2007 9:16 am |
| steva11 wrote: | In late May, the Re-Branding Alpha Tag campaign began in order to update Cingular handset alpha tags to AT&T.
The campaign initially launched with 50-100K pushes per night and during the first week in efforts to trial the campaign and customer impacts. At that time, no glaring issues were reported and re-branding continued with an AT&T alpha tag ramp up to 500K subscribers per night.
A Public Land Mobile Network (PLMN) update was included with the alpha tag push. Initial alpha tag re-branding OTA’s included the PLMN update and the 2187 profile. About 6 weeks ago, issues with degraded service following the alpha tag change began to surface. At that time the volume of issues reported was very, very low.
However, the issue is being investigated with early evidence that the problems relate to the PLMN profile (2187). PLMN profile 2187 appeared to include a list of roaming partners no longer part of the preferred partners list. The PLMN profile push was updated to its current version (2220), tested and incorporated into the alpha tag push approximately one month ago. Approximately 12.6 million customers received the 2187 profile.
The re-branding alpha tag campaign halted and a re-OTA campaign for the 12.6 million subscribers was implemented to update affected customers with the new 2220 profile. To date, 25% of the correctional updates have been completed with approximately 9 million affected subs awaiting 2220 profile updates. Updates are occurring at the rate of 500K per night with a completion expected by mid-September. OTA campaigns are executed during the maintenance window, 7 nights a week.
Customers with the 2187 PLMN profile may experience voice service degradation. |
Thanks for the explanation. I wish I had known about this during my struggle to solve my issues. Had I been informed that upgrades were in progress, and my service would evenetually return to normal, I would gladly have awaited these changes.
Unfortunately, I was given the "short" answer that there was a tower issue in my area and it was fixed, which it wasn't. Because of the refusal to put in another repair order, I opted to change carriers having already waited a month for something to happen, not knowing any other background info.
Knowledge is good.
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Sat Sep 01, 2007 8:59 am |
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often times, many people don't have all the information
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zet26
Posts: 13
Phone Model:
Nokia
Service Provider:
at&t=sucks for home as well |
Sat Sep 01, 2007 10:55 am |
| Quote: | | Just remember, that towers get older and may at some point be in need of repair. As long as it doesn't work, keep calling. |
Well the towers in my area are fairly new, so they can't use that as an excuse. They claim the problem has been fixed,it hasn't ! If anything it has gotten worse. In their commercial ads where they claim other providers have more dropped calls, where the lady is telling her husband they are pregnant.THAT is exactly how AT&T's service is and more. All the squeakying I've done didn't do a damn bit of good and the BBB couldn't do anything because of the contract. My business contacts were fore warned about AT&T's shabby service from my extended message, so that atleast is working. They are trying other providers on a 30 day trial, giving the phones to employees to use for a field test. My cell is still waiting for AT&T to deliver the world.  . My pre-paid is doing a much better job. When the verdict is in after the field tests
I may just keep the pre-paid phone. So far not one dropped call and I can hear everyone very clearly. 
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Kimba
Posts: 23
Phone Model:
Razr V3
Service Provider:
before/AT&T after/T-Mobile |
Sat Sep 01, 2007 1:07 pm |
| zet26 wrote: | | Quote: | | Just remember, that towers get older and may at some point be in need of repair. As long as it doesn't work, keep calling. |
Well the towers in my area are fairly new, so they can't use that as an excuse. They claim the problem has been fixed,it hasn't ! If anything it has gotten worse. In their commercial ads where they claim other providers have more dropped calls, where the lady is telling her husband they are pregnant.THAT is exactly how AT&T's service is and more. All the squeakying I've done didn't do a damn bit of good and the BBB couldn't do anything because of the contract. My business contacts were fore warned about AT&T's shabby service from my extended message, so that atleast is working. They are trying other providers on a 30 day trial, giving the phones to employees to use for a field test. My cell is still waiting for AT&T to deliver the world. . My pre-paid is doing a much better job. When the verdict is in after the field tests
I may just keep the pre-paid phone. So far not one dropped call and I can hear everyone very clearly. |
zet26 - did you read steva11's explanation? Do you think this may apply to your issues?
I was a cingular customer with three lines, two still under contract with problems similar to yours (refer to my previouis posts). Left AT&T after being unable to resolve issues over a time period of one month, the final straw being a refusal to place another repair order. Cancelled our AT&T service and ported our numbers over to T-Mobile - was charged $350 for early termination fees.
I filed a detailed report with my local BBB, as well as sending a letter to AT&T corporate. I was successful in receiving a credit for the early termination fees due to proven/documented lack of service.
Good luck with your problems - issues like this become very frustrating.
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tb4134
Posts: 11 |
Sat Sep 01, 2007 1:11 pm |
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people need to trust and obey, att changed their name sure but if you're dropping every call chances are others are having worse problems and calling in 24/7. ATT doesnt just turn a blind eye, they WILL do something. and you dont need a explanation though it was a brillant one, you just need to have faith. which this business is based on largely
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Sat Sep 01, 2007 3:13 pm |
| zet26 wrote: | | Quote: | | Just remember, that towers get older and may at some point be in need of repair. As long as it doesn't work, keep calling. |
Well the towers in my area are fairly new, so they can't use that as an excuse. They claim the problem has been fixed,it hasn't ! If anything it has gotten worse. In their commercial ads where they claim other providers have more dropped calls, where the lady is telling her husband they are pregnant.THAT is exactly how AT&T's service is and more. All the squeakying I've done didn't do a damn bit of good and the BBB couldn't do anything because of the contract. My business contacts were fore warned about AT&T's shabby service from my extended message, so that atleast is working. They are trying other providers on a 30 day trial, giving the phones to employees to use for a field test. My cell is still waiting for AT&T to deliver the world. . My pre-paid is doing a much better job. When the verdict is in after the field tests
I may just keep the pre-paid phone. So far not one dropped call and I can hear everyone very clearly. |
whose your prepaid with?
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Kimba
Posts: 23
Phone Model:
Razr V3
Service Provider:
before/AT&T after/T-Mobile |
Sat Sep 01, 2007 8:46 pm |
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tb4134 . what do you think this is? Religion? Trust, faith and obey? I'm not a dog. I was told the service I had (which was virtually none for about a month) was what I could expect from that point forward. I'm not paying $150 a month for no service, especially after I'm told by CSR's that it is what it is, and it won't get better. I don't pay for a service based on faith. I expect an explanation when I don't have service. I don't necessarily expect immediate action, but an explanation is required.
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zet26
Posts: 13
Phone Model:
Nokia
Service Provider:
at&t=sucks for home as well |
Sun Sep 02, 2007 11:50 am |
| Quote: | | zet26 - did you read steva11's explanation? Do you think this may apply to your issues? |
Hi Kimba,yes I read it and I was told to leave my phone off to get the updates. Which is something I did anyway every evening. Didn't get any better,just worse. 
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