Before April 6, 2023, I would have 4g LTE 1 to 2 bars on my Samsung S22 Ultra, in my house and in some of my housing areas when I would walk my dog. I leave for deployment and return October 6, 2023, now I am not getting any signal service and only emergency calls is listed. I have called and spoken with numerous Tech coaches that had run me through step-by-step troubleshooting, been told that there was an accident over the summer, and they were repairing the issue to give it some time and to set up Wi-Fi calling in the meantime. Fast forward a few months January 2024, called tech support for the same issue of no service and only receiving emergency services when not on Wi-Fi, inquired about the tower repair and was notified that they didn't have any information on it. Kept calling repeatedly to no avail only being told that it was an "ISOLATED" issue and I'm the only one experiencing the issue and went through troubleshooting again and again and again each time I called. Fast forward to June 2024, the next tech coach recommends getting a new phone due to the "ISOLATED" issue. June 16 purchased Samsung S24 Ultra, still not getting any service and only SOS on a new phone, went through tech support again troubleshooting same mumbo-jumbo, "ISOLATED" issue, try this, tower works, blah blah blah. Enter first ticket (*****) gave all information that itโs not an "ISOLATED" issue as there are numerous military and family members in the same housing area expressing the same issue. That has nothing to do with time-of-day peak hours as there is no service at all 24/7. That there was no change to the housing material, buildings, or "BARRIERS" that could interrupt the signal or cause degradation and as I have not moved from the same house, I have been in the past 4 years no change to building material. Receive text saying "Your ticket was closed. Please click here for more information:" clicked on provided link which repeats there is no network issue, isolated issue, device, time of day, external barriers, building materials. Enter ticket 2 (*****) provided same information reaffirming that all listed information on said link was already proven wrong as information provided in previous ticket had provided adequate information to show listed factors where not the case, requesting personnel to come out and verify. Ticket closed text; same link is received. Called and spoke with a Tier 2 representative who states that Network Specialist list that they are aware of Known issue in the area, but no further information listed or if they are working on it. Enter ticket 3 (*****) added more information about the same issue, providing more area details and distance from closest tower and what is between my location and it. Ticket closed text; same link is received. Called again and spoke with another Tier 2 representative who states that there ping of the tower and diagnostics are not showing an issue based on the information. Enter Ticket 4 (*****) gave distance traveled before service could be picked up again, landmarks and street names of where signal was received after cycling airplane mode, topography information of the area, single area of service that is received located behind a school, and as much information as possible maxing out the Representative's submission form. Enter ticket 5 (*****) representative repeats the same information, about my area.
This run around and blatant disregard of the issue is beyond professional, and being told that they are not going to do anything about my issue and continuously saying there is no issue without ever having a representative sent out to verify the issue about no service signal at all being received. I have been offered Band-Aids in the form of Network extenders and signal boosters which does not solve the issue of no service because if the internet goes out or power goes out, I have NO MEANS of being contacted by anyone because of no service. Being told to buy a new phone was a waste of money that I am now stuck with paying off, is not a solution. Telling someone they need to update their service to plan so they are paying more money but are not able to utilize said plan is also not the correct solution. This needs to be fixed or provide some means to get this fix situation. I have attached two screenshots from my phone from both inside my house and outside my house showing that I am not receiving any service. 22 years of being a resolute customer and I have never once received this horrific amount of negligence, disregard, and outright refusal to fix an issue that has been proven to be occurring and has previously acknowledged that there was knowledge of the issue, but nothing has been done. Please Help.
