Truemove Problems

[BKKBrit]

Is there a mobile network expert here? I am hoping so!

A repeat of a problem from a year ago happened again on the 8th of June this year. Since then, I have problems making and receiving calls and even texting out. This is from one room - my office. If I move into the bathroom or another location, it's perfect.

True sent teams over 3-4 times with notebooks and equipment that detected signals or whatever. They told me I needed a Pico Repeater. They assured me it would fix the problem. It didn't. The thing sits 2m from my desk and looks at me with its green LED eye. (This after they butchered my ceiling trying to install it)

I have bitched and moaned like you wouldn't believe to this company. Even cc'd the #3 in the company. They barely bat an eyelid.

Last year, their technical guy told me the problem was because of their 3G testing and after 2 months (!) they figured it out and I had hassle-free use of the phone until it came back again and they still can't fathom it out - or more likely - can't be bothered to. It just suddenly happened. I have the same phone; sit at the same table. Nothing has changed at all. The phone sits next to me and I can see the signal bar doing a little shuffle up and down. Seriously, if I see an important call coming, I head into the toilet.

Any mobile-tech-guru here who help me channel through to TrueMove?

Customer care gave up on this and passed me to the 'Assistant Director of Complaints' - who, get this - told me on a conservation she 'had no time' for me and hung up.(!!!)

Help! :jap:

[ShopBoy]

Have you tried using another phone inserted with your present sim card and tested it out ?

[rakman]

Good idea to use a 2nd phone to see if the problem is consistent.

From your description, there is either a "hole" in cell coverage or you have some device generating "RF white noise" in the room.

Is there a "bug" in the room? Are you doing sensitive work? (joke)

Try turning off everything around the room and house(?) and using the phone's signal strength bars, try to track down the signal.

Very odd, but it's possible you could have a hole or hot spot created by the cell towers, which is blocking the signal.

What you need is someone with an RF spectrum analyzer covering at least twice (4x is better) the frequency of the cell phone and sweep your office.

Where are you located? Could be radio, tv or radar blocking your phone.

Very unusual.

[BKKBrit]

Good idea to use a 2nd phone to see if the problem is consistent.

From your description, there is either a "hole" in cell coverage or you have some device generating "RF white noise" in the room.

Is there a "bug" in the room? Are you doing sensitive work? (joke)

Try turning off everything around the room and house(?) and using the phone's signal strength bars, try to track down the signal.

Very odd, but it's possible you could have a hole or hot spot created by the cell towers, which is blocking the signal.

What you need is someone with an RF spectrum analyzer covering at least twice (4x is better) the frequency of the cell phone and sweep your office.

Where are you located? Could be radio, tv or radar blocking your phone.

Very unusual.

Thanks for the suggestions!

Yes. I changed the SIM to other handsets. It's the same issue. Anywhere else, and it's fine. Clear as day. It's just this one room and the area a couple of meters around it.

I live in Sukhumvit.....Asok/Nana. It's not as if I am in Nakorn Whatsitsname.

They came here with devices attached to notebooks that seemed to map the building area and the lower ranking staff admitted there was a problem facing Petchburi Road. The Sukhumvit side was perfect.

The trouble is, they know there's a problem but they can't fix or don't want to fix it. For it to have happened on a certain day (just as it did a year ago) suggests to me that they did something with the frequency.

I wanted to see a copy of the Service Agreement between my company and theirs, and after 2 months, they admitted they had lost it. I wanted to see what the Agreement says about their commitment to service and quality. Convenient that, eh? Losing a customer's service agreement! I asked to see any other service agreement from the days of Orange when I signed with them, and they refuse to send me anything.

I tried your suggestion about the power. I knocked everything out at the circuit breaker and wandered around. It's just this room

Funny how True Corp don't realise the benefit of keeping loyal customers happy. I know it's been said time and time before, but when I use their cable TV, mobile, fixed line and Internet, you'd think they'd be interested to ensure my loyalty of 10+ years remains.

Thanks for your input and suggestions! I am grateful. Maybe an open letter to TrueMove in the media might get them off their backsides...but I doubt it.

[ricklev]

Thailand now has number portability between phone companies

and it's supposed to be pretty simple.

[muratremix]

There is a problem in Petchaburi road! Why not in Nana aswell?

Do you have a photo of pico repeater? I wonder how effective / non-effective it is?

[lomatopo]

Quote: "A repeat of a problem from a year ago happened again on the 8th of June this year."

What happened last year? How was it resolved? I presume everything worked fine except for some period a year ago, and since 8 June of this year? What does True say is the issue? Are you pre-paid or post-paid?

I would try a SIM from DTAC/Happy and/or AIS/One-2-Call, 49 baht each, they come with 15 baht calling credit. If those work satisfactorily port your number from True, or just establish a second number. You can forward your True number to the new number transparently to callers.

The repeat of an existing issue is perplexing. If it were a new problem I'd say it was some sort of interference caused by adjacent electrical/radio equipment. Your handset is registered with ~ six nearby base stations at any one time so the "black hole" theory doesn't make sense. Unless it is literally a Black Hole.

In the U.S. Cable/Satellite TV and Wireless Service Providers typically occupy at least 35% of the "most hated companies". Truemove is operating pretty much in a commodity business, which is competitive. You, as the consumer, have choices, so you should take your business elsewhere. In these kinds of de-regulated service businesses your loyalty may be best reserved for your pet.

I will say that Truemove, AIS and DTAC value post-paid customers. They are hard to get, have much higher ARPU, and are harder to lose. I am surprised, and disappointed, that they are unable to explain what is causing your issue to you, or offer some sort of work-around. The pico repeater seems like a decent gesture/effort, but it may not address the issue of a localized interference source.

Try other SIMs, let us know what happens. I assume you've tried other hands-sets?

[BKKBrit]

Quote: "A repeat of a problem from a year ago happened again on the 8th of June this year."

What happened last year? How was it resolved? I presume everything worked fine except for some period a year ago, and since 8 June of this year? What does True say is the issue? Are you pre-paid or post-paid?

I would try a SIM from DTAC/Happy and/or AIS/One-2-Call, 49 baht each, they come with 15 baht calling credit. If those work satisfactorily port your number from True, or just establish a second number. You can forward your True number to the new number transparently to callers.

The repeat of an existing issue is perplexing. If it were a new problem I'd say it was some sort of interference caused by adjacent electrical/radio equipment. Your handset is registered with ~ six nearby base stations at any one time so the "black hole" theory doesn't make sense. Unless it is literally a Black Hole.

In the U.S. Cable/Satellite TV and Wireless Service Providers typically occupy at least 35% of the "most hated companies". Truemove is operating pretty much in a commodity business, which is competitive. You, as the consumer, have choices, so you should take your business elsewhere. In these kinds of de-regulated service businesses your loyalty may be best reserved for your pet.

I will say that Truemove, AIS and DTAC value post-paid customers. They are hard to get, have much higher ARPU, and are harder to lose. I am surprised, and disappointed, that they are unable to explain what is causing your issue to you, or offer some sort of work-around. The pico repeater seems like a decent gesture/effort, but it may not address the issue of a localized interference source.

Try other SIMs, let us know what happens. I assume you've tried other hands-sets?

Hi. Thanks for this.

Yes; tried other handset and it was the same. It's just one room and the area around it.

Last year's problem? They finally found it was a frequency problem and they re-tweaked it and it came back to life again. Believe me, I have been pleading with them to just un-do what they did on the 7th June but they won't listen. I shall be taking my business elsewhere but an interesting issue came about when they acknowledged they had lost the service agreement.

They really are incompetent in customer-service and their inability to communicate and rectify a problem speaks volumes about the firm.

[khaowong1]

I have a similar problem in my Kuti at my temple in Lopburi. I can go 50' in either direction and get clear signal. But my kuti about half. I guess I could dismantle my kuti and move it.

[BKKBrit]

I have a similar problem in my Kuti at my temple in Lopburi. I can go 50' in either direction and get clear signal. But my kuti about half. I guess I could dismantle my kuti and move it.

Believe me, I have considered it! But somehow I suspect people calling me will hear the hollow sound of tiled walls if I move my table into the toilet!

[zoza]

sorry to hear your problems but if its any consolation i am also going through a similar patern of true type customer relations experiences

my problem with true visions started around two weeks ago when a bill arived from true for a package i had changed two months ago

as i had moved from udon thani to chonburi i phoned customer services and after i'd explained what had happend i was informed i couldn't

of changed the package as i hadn't produced any i.d, i told them i was not asked for i.d and anyway i had changed the package four months

ago via the phone?phone went dead.i called them back explained the situation and was asked did i want to phone the udon thani shop?

i asked shouldn't that be part of customer relations job to clear up" misunderstandings" phone silent..

their next move(pardon the pun)was for true to phone the wife to tell her it would be simple to cancel true and use the 2k deposit plus cash

towards payment, god knows how many others are going through similar enlightening experience's at the hands of true

note to mod as topic is about true service i don't think

i'm hi-jacking op thread