When a Sprint Wireless customer who lives on Cedar Mesa encountered stifling problems with her phone service recently, she wasted no time tracking down the Sprint manager in charge.
The effort led to some actual refunds being given to the company's local wireless subscribers, she told the DCI.
A Sprint service representative responded to some questions from the DCI about the local problems.
"It (Sprint cell service) was out for approximately two weeks in late October into early November because of a hardware issue. The hardware was broken and not functioning properly," said Dave Mellin of Sprint.
"Additionally, prior to the hardware issue, we were in the process of upgrading our network on the Western Slope as part of a comprehensive network upgrade we call Network Vision. The Network Vision work may have caused some issues for customers prior to the hardware issue."
The company could not say how many customers were affected by the outage. "I am not able to provide an answer to that question. I don't have that information. I can tell you the town of Cedaredge is served primarily from this one cell site," Mellin said. The cell tower that was affected is located on Cedar Mesa, the DCI was told.
The problem was caused by a hardware malfunction, Mellin said. "Our field technicians isolated the trouble to a piece of hardware that was not functioning properly. The hardware had to be ordered and once it was received the old hardware needed to be removed and the new hardware installed."
A local Sprint Wireless customer told the DCI that bees building a nest in one of the company's cell repeaters was the cause of the problem.
It was around mid-November that the company began actual repair work, Mellin said. "Engineers were sent out the day the new equipment arrived on the Western Slope of Colorado and the repair work began that same day (Nov. 12, to be exact).
"Since then the hardware has been functioning properly and the site is performing as expected. Sprint monitors each site ongoing to ensure the sites are functioning properly. When repairs need to be made, technicians or engineers are deployed as soon as they are available to do the work. That will continue to be the case with the site at Cedaredge," he added.
The Sprint customer who spurred the company efforts to restore service, Keim, told the DCI in late November, "I believe we have the problems resolved. I contacted someone in executive services, and they led me to a lady who is being extremely helpful. Not only is the service back up and running, but they are crediting customers, in some cases, their entire bill for 2 months. She has a 'Like' set up specifically for Cedaredge Sprint customers and is personally working with them one-on-one. I was one of those customers who received full credit for two months."blog comments powered by Disqus