GSM Coverage or phone issues

Hi,

I recently switched from CDMA to GSM and am using a T-mobile I phone 5S and am not getting any signal in areas that show up on the map as having coverage (Center to Northern Hamilin NY and the West end of Ogden NY).  I called customer service and they checked with T-Mobile and said the towers in the areas I was in have no issues and that I should have coverage.  I was told that when in that area I should just have to turn the phone off and back on and that it should then connect with the towers.  I have tried that and am still not getting a signal in those areas.  Any suggestions on what I should do, I'm assuming it is a phone or account issue. 

Thanks

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3 comments
  • Hey Greg, 

    I took a little bit of a deeper look into your issue and I think I found the root of your problem. While our coverage map indicates good signal at Roosevelt Highway and Lake Road N, the reality of it is that your service is likely only to be very strong outside of any buildings in that area, away from any obstructions.

    Cell phone signal isn't an exact science, and anything can get in the way, especially when buildings weren't built with cell tower connectivity in mind. We're working hard to update our coverage maps with the most up-to-date information, but there will be discrepancies. 

    The whole Hamlin area is like this until you get north of Church Road or south of Clarkson Hamiln Town Line Road.

    There isn't really anything wrong with your phone or account; it just boils down to the towers that are spitting out signal aren't sending a strong enough signal to get where you need it.

    Our CDMA network does reach up there, if you are up in that area often enough, but it suffers from similar issues the closer you get to Route 260 and Brick Schoolhouse Road.

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  • Thanks for getting back to me so soon.  I assumed the closer to the lake the weaker the signal would be but didn't anticipate it being a problem that far south. I'll probably switch back to the CDMA side.

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  • Based on what I'm looking at, the service might actually be a little bit better at the lake, assuming it's a touristy spot. 

    Keep in mind that our GSM SIM cards are one-time-use, so if you switch your number over to the CDMA side, you'll need another GSM SIM card to get back on to that network. CDMA SIMs are reusable.

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