System Failure, specific to 4g

Q.1

(fireguy) was Equipment Answers:  I own 4 phones: 

1.) Primary phone is USA TM LGv40 (like New) - High quality Flagship TM products. 

2.) Back-up/Spare biz line for me is another USA TM LGv40 (New)

3.) Spouse is USA LG G7 (like new)

3.) Daughter is USA iPhone XR

Commencing July 18, 2023 (without notice) both LGv40s suddenly failed (same behavior).  Strangely, the LGg7 and iPhoneXR were not affected. I stored both v60's (Android 10 & all apps fully updated) because they were useless & was forced to purchase a new 5G Android 13.   However, this last week both the g7 and the iPhone XR commenced the identical behavior (inability to connect either an incoming, or make an outgoing call), TEXT & Data worked fine on ALL of the hardware most of the time including when voice calls were impossible but at intermittent times TEXTS did not arrive, or transmit.

Q.2 was:

“Does it only happen at home or at work, or any call, anywhere, any time?”

A: any call, anywhere, any time, any tower, all failed.

Q.3 was: 

“Did you get a resolution or do you still need help.” 

A:  After roughly 30 calls to 611, and with me desiring a paper trail/transcript, last night (092823) via the TM App CHAT, I received a simple suggestion, and it seems it worked on the TM LG G7 however, I will hold off on commenting until after I test it for a few days, before 'stating' that it is a good fix. I am disturbed with the Russian Roulette nature of the TM guessing-game practiced by TM Service NOTE: during most of the apx 30 611 phone calls, I requested a Supervisor with decision-making authority who all were guessing because the regular CSRs were useless (they may have been nice, but possessed no useful technical knowledge. Side note: I get very frustrated when I know more about TM processes and more about the Tech & hardware than the people I must speak with, plus it is VERY aggravating to explain "the same old story" repetitively, only to get transferred to someone else, creating a very tedious repetition of the circumstances and causing a HUGE waste of my time.

Also, TM did agree to a warranty exchange so sent new replacement 5g phones, but this did not go well.

1.) first product caused an instore nightmare, and it crashed (bad store management, uninterested manager)

2.) 2nd alternate was unacceptable and RMA returned.

3.) 3rd attempt was unacceptable and RMA returned (used/refurb units instead of new units). I opened one box, inspected physically & activated one and the battery was used up (didn't hold a proper charge) PLUS was incompatible with CelFi booster.

4.) I received a "Pending" BILL for these last two exchanges because it took me a log timeline to get around to testing them (I have a life and other obligations), the bill was for $1,802.36 before tax, for old refurb discontinued phones, a Non-starter!  Especially since I can purchase them BRAND NEW, in the BOX (TM branded) for less than $250!   Wow! Can you believe TM would dare to try & overcharge me by $1,802.36 + 108 in tax for = 1,910.48?? Especially when I can buy them NEW (New, NOT Refurb) from AMAZON for less than $500.00 in total. Let that sink in!

5.) I met RMA deadlines & TM says the $1,802.36 isn't on my bill and have reassured me that on their end the potential charges were eliminated, and therefore I will NOT get billed for these charges, but on the consumer PC Portal, the hit still ‘appears’ and it is sticky, so this makes me nervous, since I no longer trust TM.   (there is more to this story, but the details are excessive, and I don’t presently have time to rehash them).

6.) TM still owes me several credits, and I told the last 2 reps & asked for a small adjustment, but it was "forgotten".   There is a larger credit issue wherein I requested reimbursement for the 2+ weeks of no service (even though I was billed for it).  

7.) I told a few supervisors that I deserve, and I am requesting an additional, larger credit to compensate me for the extensive troubleshooting that I preformed FBO TM, and they agreed to attempt to get it, but they never followed up, or followed through. 

8.) I also purchased a NEW TM 5g, (this should not have been necessary, but I HAD to regain service on my primary Cell #). TM should cover the expenses; and I still needed to replace 2 more perfectly good phones to get more 4g radio frequencies and 5g, which TM should have supplied me. 

9.) since the New TM 5g seems to work well, I needed to acquire 2 more to replace the other failing units.

GoogleFi offers 4 unlimited lines for $80, all-in.

ATT: good counter, but it’s ATT

Verizon - not contacted

and, MANY MVNO options

So I have made great effort to remain @TM & give them my ARR, but it is getting harder to be loyal.

There are other issues, but I’ve already written too much.

I believe the root cause involves TM tower management & optimization decisions regarding radio frequencies within the bands, and decisions to deprioritize certain frequencies generated by towers, causing units lacking certain radio bandwidths to suffer without a heads-up notice to paying customers, and without a plan to make things right for those clients.