6:25am
Sprint mobile broadband Internet very slow again, just like Calling Sprint about their internet outage 2010-08-09
Calls: Dialing *2 on my phone
- Lewis - Talking to Advanced Technical Support
- He transfered to me
- Carl - Sprint Technical Support
- Asks me to turn off machine, unplug air card, reboot, says he wants to update the software in my aircard
- Call gets disconnected, Carl doesn't bother to call me back
Nadia - Agent # GQ977136
- Needs to verify my number again
- Explain to her about my previous call, about Sprint's previous network outage, how both the aircard and the phone are extremely slow.
- Smartview 1.20.00.16.0
- Click on the Smartview app, then enter ##RPR# Then use code: 374840
- Ask her is "fixing" my aircard going to fix the access speed on my phone? No. She has me remove the battery from my phone for several minutes. She sends an update over the air to the phone, then has me put the battery back in and turn the phone back on.
- One touch activation dialog - select yes - "Updating sprint data profile"
- Phone: ##3282#
- Restore: Enter msl: 662435 (all numbers) - Device will be rebooted
- "We will now activate your device... contacting the network"
7:00
Craigslist home page 14 seconds to load on Windows 6.5 Smartphone samsung Intrepid - rep says this is reasonable!
- Says sprint has no speed test for mobile devices
- Says my phone is not the latest phone
- Verizon android phone HTC Incredible loads the same page in 2 seconds - she says my phone is not an android phone, and that my Samsung Intrepid Windows Mobile 6.5 phone is out of date. "Technology changes all the time" she claims. My phone was the top of the line Windows smart phone at sprint just 6 months ago. I have owned the phone for less than 6 months.
Sprint has no mobile speed test, and when I mentioned DSLREPORTS, Nadia said they "do not support third party apps"
Back to the connection card:
http://www6.sprint.com/landings/speedtest/index.html
30 seconds - text of the page loaded, but still no app
took over a minute to load the app
- App gets stuck on "Preparing download test"
DSL reports for mobile gives speed 15kbit/sec 0.333s latency, 51.872s d/l time. This is consistent with what I'm seeing in my web browser for the air card also.
Says in the tools -> settings -> mobile - Connection type RAS is selected (other choice is NDIS) but both are grayed and can not be changed. Nadia says I need to change to NDIS.
Claims there was a network outage, but the network outage was cleared before we started talking.
I explain to her that two entirely different devices, running entirely different software, both updated according to her scripts, with the only common denominator being the sprint network, and still both are performing at about 15 kbit/sec instead of the 900+ kbit/sec they usually perform at, indicates the problem is in their network, and that the network problem still exists.
She tells me there is no network problem.
I go to DSL reports speed test
George, supervisor, ER17485
George says he will put in a CTSM ticket, it could take 48 to 72 hours to deal with this problem.
- he gives me a $15.57 credit for 4 days.
He is in Advanced Technicial Support, claims he is the only point of contact.
- Suggests I call a manager at a corporate store.
7:54am
- Turns out he wasn't even aware I am not at my home address. Nadia never asked my actual location. I give him my actual location in San Jose
- Closest tower 0.2 miles from me. 98-97 report. Runs below 98% it is not acceptable.
- The tower I am picking up has been going down.
- George now apologizes for the problem.
- I ask him to remind his agents to ask for the customer's physical location since they seem unaware of it through their screens.
- George says it could take 72 hours for this to be solved.
8:03am. Over 90 minutes of my day wasted trying to get to "I guess you're right, it does look like we're having a problem with our network after all."
Sprint speed test finally gave some results:
Last Result:
Download Speed: 46 kbps (5.8 KB/sec transfer rate)
Upload Speed: 370 kbps (46.3 KB/sec transfer rate)
Latency: 163 ms
Tuesday, August 17, 2010 10:56:45 AM
Here are the results from over the Verizon network via Android smart phone wifi tether:
Last Result:
Download Speed: 1022 kbps (127.8 KB/sec transfer rate)
Upload Speed: 435 kbps (54.4 KB/sec transfer rate)
Latency: 162 ms
Tuesday, August 17, 2010 11:06:46 AM
- Later in the day, Verizon mobile broadband was having a lot of problems too.
- Sprint Mobile Internet problems in San Jose California for stock trading 2010-08-18
- 10:58 Just discovered I can't make calls, or receive calls on my sprint phone! Tried to call the local sprint store to complain, and I got routed to long distance operators.
- Claims he corrected the problem with my phone service so I can finally make and receive phone calls.
- Said he is going to check about this location to see if any information has changed.
- Another tech looking into estimated time for repair. 11:12 now. Outage has been 5 hours. No estimate as to when it will be fixed.
- The outage started yesterday 8/17/2010 - The problem is because of updating cell sites for newer services, and it is affecting older services.
- Switched from Sprint internet, which is still suffering, back to Verizon
4:10pm - George calls wondering if the problem has been resolved. It has not.
9:07pm at night, talked with James Shaw, in third party call center in Shreveport, Louisiana, ussupportcompany.com
46 minute call
He had me try:
- ##RTN# code: 374840
- ##DEBUG#
He put in a CTMS ticket about the outage which is still continuing. He gathered information from those screens for the ticket. Neither Nadia, or George, gathered the technical information that James gathered.
We tried sprint speedtest, and did get some results, but it is still very intermittent:
http://www.sprint.com/speedtest took several minutes to respond, but when it did it gave:
Last Result:
Download Speed: 1379 kbps (172.4 KB/sec transfer rate)
Upload Speed: 481 kbps (60.1 KB/sec transfer rate)
Latency: 206 ms
Tuesday, August 17, 2010 11:58:11 PM
Ran it a second time, and got this result:
Last Result:
Download Speed: 876 kbps (109.5 KB/sec transfer rate)
Upload Speed: 263 kbps (32.9 KB/sec transfer rate)
Latency: 188 ms
Tuesday, August 17, 2010 11:59:59 PM
Running a third time is taking several minutes to restart.
DSL reports showing 18kbps....