We've Got The County Covered
We've Got The County Covered
While dead spots have always existed in cell coverage, cell phone users on the Hi-Line have reported an increase in dropped calls and sketchy service in recent weeks. According to Verizon customer service personnel, several external factors can be the cause. For issues that remain unresolved, tech support personnel at the Verizon office in Havre share a helpline and encourage customers to seek a logical resolution.
Although Verizon claims to have "the largest, most reliable network in the country," various external factors can negatively impact a cell phone user's experience, causing complications such as slow data speeds, dropped calls, or other audio concerns.
According to trouble-shooting information, some of these external factors include network congestion, weather and nature, buildings and physical barriers, or an obstructed view of a cell tower. A first tier customer service representative for Verizon reported that "for congestion, if many people are using the network at the same time in the same place, your service may be impacted."
While Blaine County and the surrounding area isn't densely populated, as people travel more, congestion can occur. "In situations where a high volume of Verizon Wireless customers are using their devices at the same time, data speeds may slow down and calls may fail," say Verizon personnel.
Verizon personnel further explain that "severe weather and seasonal conditions like heavy snow, storms, severe windy conditions, or even trees in bloom can affect your coverage. These seasonal changes can make it harder for the radio signal to reach you."
Physical barriers such as mountains, hills, and buildings may also block cell signals. In addition, building materials like metal panels, concrete walls or certain types of glass can absorb or reflect signal. These conditions explain why a cell phone user's experience may be impacted in basements or other interior rooms or while in large buildings such as hospitals where there is an increase in the use of electronics.
If a cell phone customer is experiencing performance problems that can't be explained by one of these foregoing challenges, customer service personnel recommend enabling HD or Wi-Fi Calling on capable devices to help improve the caller's experience. Alternatively, using a Network Extender can further improve the indoor calling experience.
In circumstances where trouble persists or for otherwise unexplained issues, tech support personnel at the Verizon office in Havre recommend calling 866-221-4096 and asking to file a Network Repair Bureau (NRB) ticket.
"The NRB is a second tier customer service feature that will enable Verizon customers to access assistance," said Bob Lashkari. "Our priority at Verizon is customer service, and the best approach is for us to go through the rigors of resolution with the customer on a case by case basis. Each device is different, so if we can speak with anyone having a concern, we can individualize and personalize this care and our response so as to resolve any issues a person perceives."
Rather than work through a third party, deal with unknowns, or gravitate to sensational stories, Lashkari encourages cell phone users to file a report. "Someone will call you and walk you through your issue until it is resolved," he said. "Contacting us should be your first step."
