Phone has service but does not work

**ssapach** · 06-17-2012, 12:48 PM

This is really beginning to frustrate and annoy me.

Just a bit of info, I live out in the country in Alberta where cellular coverage is generally really good. In fact, there are several towers in the area.

About 7-8 weeks ago I purchased a new Sonim XP5520 to replace my old Sanyo SCP-7050. I went to work for a month on the very day that I purchased the phone, so I never did have it at home until a month after I had bought it. It worked fine at work and everywhere else I seemed to go but it does not work at all at home for me. My old phone used to work just fine at home and I always thought it was a little funny that any family members couldn't use their phones out here when mine would work. So of course, my new phone doesn't work out here.

The frustrating part it that is shows 2 or 3 bars out of 5 on the screen (fairly good service I'd think) and will not send or receive any text messages or will not connect to any calls either incoming our outgoing.

Of course I called customer service, they had a magical trick of turning the phone off and on, but that doesn't help. Then I had to explain exactly where my location is and they seem to insist that it's in a "good" coverage area.

After a wasted weekend of no results I had to go back to work for 2 weeks. When I got home I called Bell again to see what was going on. They seemed to have opened and closed a work ticket for my issue and didn't have any results. Then after talking to the guy on the phone he concluded that my phone is trying to connect to a tower 40 km away while there are several others within 10-15 km's.

I tried a booster, didn't make a difference (but it did help my aircard's service). Bell is looking into it again but don't seem to have any answers yet.

This is the only phone I have and if anyone from work needs to get a hold of me, they can't.

I would have kept using my previous phone, but it was 3.5 years old already and would hang up on incoming calls when I would flip it open. It was time for an upgrade.

I am just getting frustrated and annoyed, especially at the fact that my phone shows service but does not work. I don't think I should be forced to use an old phone just to have a phone, but I'm wondering if anyone has any good advice or other ideas to try out here.

I have a feeling I either need the old phone, 2 separate phones or just put up with it until Bell either finds a solution or tells me too bad.

Any help is appreciated.....thanks!

**WorldIRC** · 06-17-2012, 02:01 PM

Sanyo = CDMA
Sonim = HSPA

Two different networks; some variances would be normal; however your issue sounds like a network tuning issue.

Wish I could be of more help, but I'd escalate within Bell (executive.office@bell.ca) if you have to.

**ssapach** · 06-17-2012, 04:09 PM

I understand that they are too different networks. It doesn't make me feel better that the apparently fancy new network doesn't have as good of service though. I'm not a real tech wizard though, so beyond understanding that they are different networks, I don't know much about either.

Thanks for the email address though, I will try to send one off a bit later!

**o2qc418** · 06-17-2012, 09:16 PM

Originally Posted by ssapach

I understand that they are too different networks. It doesn't make me feel better that the apparently fancy new network doesn't have as good of service though. I'm not a real tech wizard though, so beyond understanding that they are different networks, I don't know much about either.

Thanks for the email address though, I will try to send one off a bit later!

Welcome the new 4g network ;( many people have some problem in area ;( ...

Difference between cdma and hspa ... With a bad signal you can place a call without problem on the cdma network ... With hspa is very different ! Good luck ! If you search very good rf phone on hspa ... Go with bb ... Motorola defy is a good choice too on android ... And is very resistant ( not like the sonim ) or sell on ebay your sonim and get new sanyo phone ...

Sent from my BlackBerry 9900 using Tapatalk

**strutswell** · 06-18-2012, 06:27 AM

Originally Posted by ssapach

In fact, there are several towers in the area.
...
My old phone used to work just fine at home and I always thought it
was a little funny that any family members couldn't use their phones out here when mine would work. So of course, my new phone doesn't work out here.
....
I tried a booster, didn't make a difference (but it did help my aircard's service). Bell is looking into it again but don't seem to have any answers yet.

So let me get this straight...You have multiple towers in the area (within 15km) but the bell guy said you are trying to connect to a tower 40km away? And then they closed the ticket? Something isnt right here.

You mention your air card, is it CDMA or HSPA? Funny how that works fine but your phone doesnt.

If I were you, I would write down the ticket# they gave you, and have them open a new one. Then push it as far as you can go, don't take no for an answer! You are in a "good coverage" with "zero service" this is not acceptable and you need to communicate this to the bell rep.

Since you have the 2-3 bars your signal is fine, so it's not a case of bad coverage area. And since you can use it at work that means the phone is OK too...the only thing left is the tower in your area, so you should insist they send somebody out and prove it.

Goodluck! Let us know how it turns out...

p.s. to the guy who says the Sonim phone is not "resistant", arent these considered the most rugged phones?

**ssapach** · 06-20-2012, 10:38 PM

Sorry I haven't replied sooner, been busy at work.

I mentioned my aircard, but it's also 4 years old so I'm assuming it's a CDMA unit.

I sent an email off to the address mentioned previously, no response yet. I might have to send another one tomorrow. I think I might give them a call tomorrow and see if there is any update. I don't have high hopes just yet, but the more I pick on them the more likely it is they might actually try to help.

**ssapach** · 06-26-2012, 04:18 PM

Well I finally got a response from Bell.

I sent an email a few days back and haven't heard anything until today. Someone calls to tell me that they got my email and they are still looking into the problem I'm having.

They said they will give me some compensation. I currently pay $40 for unlimited long distance calling and they are going to knock off $20 starting with my next billing period and continuing for the next 2 years even if they can solve the problem with my phone not working at home.

I'd rather have my phone working at home, but for the time being at least they are giving me something.

Oh well, still waiting.

**ssapach** · 08-02-2012, 03:43 PM

So far I'm not winning. Phone still does not work at home and all that Bell is telling me is "The problem has been escalated."

I'm not any sort of network engineer, but the technical support rep I recently talked to on the phone told me that the CDMA and HSPA run off of different towers altogether. I thought that was a little odd and not sure if I should believe it.

I'm getting slightly annoyed with Bell. I even went and got a Mike phone just so I could have a phone at home, but I'm thinking about cancelling my Bell plan already.