I moved from in 2021 20 blocks south of my previous apartment & my service has been terrible ever since. My neighbourhood is like a reception black hole. I often have to repeatedly hang up and call people back because we can’t hear each other. I also have essentially dial up-quality data speeds. I can’t use cellular data at home & I can’t use it within 3-5blocks away either. I live in middle of Vancouver by city hall... have repeatedly called but nothing changes. Then i tried to submit the "Resolve your concern" form but it doesn't work either! It keeps giving an error "missing information" but there is no missing information. I'm 95% certain that I simply need to change companies.
the chat doesn't work, phone calls haven't resolved anything, and the escalation form wasted my time (3x) filing it out.
Hello Melodia,
Welcome to the community!
Sorry to hear you're having signal issues at your new location. However, the nature of cellular service is that it is dependent on being able to receive adequate signal from the cellular towers. Adequate signal would depend, in part, on your location relative to the cellular towers. Depending on your location relative to City Hall, there may be areas with fewer cellular towers:
~taken from here.
In addition to your proximity to the cellular towers, there are also many factors can affect cellular reception (see here and here). That's why no mobile provider can guarantee service. There are just too many factors beyond their control.
Unfortunately, if your circumstances don't allow for adequate cellular signal at your location, there isn't much that can be done. It's a common misunderstanding that any mobile provider will suit everyone everywhere. That simply isn't the case. You may very well need to switch providers. However, there do appear to be areas which are not very well covered by any provider.
I understand your other issue is related to difficulties in reaching customer service. Unfortunately, I cannot speak to that issue. You should note that this is the community forum and not intended as a venue for customer services. We do not have access to customers' accounts and would not be able to assist with your issue. You might consider attempting other venues for contacting customer service and have them escalate your concern. In addition, they can also be contacted via Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Hope this helps 😀
Cheers
