Horrible wireless network quality

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  • Problem
  • Updated 2 years ago
  • Acknowledged
I switched to MTS Total Internet in September 2015 and purchased an iPhone 6 64GB device. 

The home internet is fine, no issues. 

Wireless has been extremely poor. I've called in a service ticket but was told there isn't an issue.

Here are the issues I've been having since I switched: 


1) LTE coverage is horrible. I work downtown and live in St. Boniface. Both very central locations. I get 1 bar of LTE coverage with speedtests coming back at 0.2 to 0.4 Mbps. Basically useless. I get better speeds using HSPA but that is not what I pay for or expect within city limits. 

2) MMS and text messages. Again, this is old technology but MTS seems to struggle with it. I can rarely send or receive pictures. Texts sometimes don't get received as well. 

It's extremely poor service for 2015. 

MTS must provide a service that is competitive and actually works. I'm not getting what I pay for. I used Bell for 3 years with an iPhone 5 and never once switched off LTE. 

If the issues aren't looked into I'll attempt to file a complaint through the CCTA. I'm not sure if this will do anything but I will try. 

If these issues can't be resolved, how can I cancel my contract based on MTS not providing the proper level of service? I'll return the phone, cancel my home internet and use providers that might cost more but will actually provide a good product. 
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CCV

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Posted 2 years ago

  • 7
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Dan, Champion

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MTS provides the best service in Manitoba. Take your bell phone outside of Winnipeg in a remote area and tell me how good it works.
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Peter Parker, Champion

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"The customer is supposed to always be right, no?"

This is one of the worst mentality to have when dealing with companies.  If you requested free service for life you should be given it since you are always right?
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Greg And

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Dear PP,
CCV is not asking for free service for life, minimally he would like LTE speeds and customer service to go with it.  He will always be right in requesting that from MTS.  If MTS wont provide said services than he should be allowed to break his side of the contract and leave MTS.  Be realistic PP.
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CoryB, Champion

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Lots of factors at play beyond the scope of any carrier, not just MTS. That said, everyone is under the contract langauge which lets you walk from a wireless contract any time you want with minimal penalty, less than $20. The extra fee at termination is the outstanding loan owing agaisnt your phone. And before you say they should just take it back and let them go, how much you willing to pay for an out of warranty iPhone used for 14 months with some comestic damage as those devices would have to be sold to cover costs. The current contract treats all months equally.
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Greg And

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I am not with MTS and my LTE speeds are just fine, thank you. If MTS is breaking the contract by not living up to their end of the deal then the customer is under no obligation to fulfill their part of the contract. 
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CoryB, Champion

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I would strongly suggest reading the contract you signed as lack of coverage is not normally grounds for terminating a wireless contract.
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Nicole Regey

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I agree, I live out of town though. My data on my phone sucks and so many times i have been out and about whether in the city or steinbach and have had no data, and no reception. We are paying for a service and not getting it and when calling in we are told there is no issue. According to MTS maps I should have FULL LTE service in winnipeg and where I am and am lucky if i get two bars. I think either MTS needs to look into this issue or reduce what they are charging people and being honest about what their service is like. 
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Mr Clown

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That coverage map is rather amusing.  I live in an area noted as 'Great LTE'.  And I could count on one hand in last 3 years I've gotten 'great' LTE.  Unless great is being defined here as 'sometimes 1 bar, but mostly dropping down to HSPA'.
Is this map based on theoretical signal strength ?  
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Dustin, Champion

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Graham can confirm that what I said is true. The MTS signal and the Rogers signal is one in the same. The split happens farther on down the line. If you are on Rogers...your phone will always show connected to Rogers, regardless of whether you are on an MTS owned site or a Rogers site. Just like MTS phones will always show MTS.

Telus and Bell operate in a similar manner...albeit a little differently since neither one has HSPA or LTE equipment in the same area.
(Edited)
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Graham, RF Engineering

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That is correct, there is only one signal traversing the air. Also keep in mind that different phones will show different amounts of bars for the same signal, there is really no standard. Phones also have different strengths of antennas which will affect their ability to receive a signal.

With LTE, the bars systems kind of breaks down, compared to HSPA which is more linear. In my experience 1 bar of LTE covers about 50% of the bottom of the usable range, so bars 2 through 5 are kind of compressed.

That means there's "good" 1 bar and "bad" 1 bar, the phone manufacturers don't differentiate.
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Greg And

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That is hilarious. If MTS cellular goes down does Rogers go down too??? If Rogers nationwide goes down, does MTS go down with it too? Really.
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Graham, RF Engineering

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Only the last radio hop is shared so each operators cores and routing don't affect each other for the most part. This arrangement enables the customers to get more towers and coverage than they would otherwise have access to so it's a win for both sides.
(Edited)
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CoryB, Champion

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Thnaks Graham. Seems not a lot of people understand that Rogers and MTS share signal coverage in MB. The back end systems which authorize phones to use a network, etc are different if I follow correctly.
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Tennille, Social Media Coordinator

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Hello CCV, 

I'm very sorry to hear that you're having issues with your Wireless services. I'd like to get this investigated for you. 
Can you send your name and cell phone number to us at community@mts.ca 
We would be more than happy to get this resolved. 

Thank you, 
Tennille :) 
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CCV

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Yes I sent this info yesterday. Thanks.
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Tennille, Social Media Coordinator

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Thank you for sending it! I've passed it onto our network team.

Tennille :)
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CCV

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I hope they don't just close the ticket and tell me nothing is wrong like the first time...
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CoryB, Champion

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In terms of network coverage it is very much a line of sight principle. Stand behind a heavy concrete support pillar common in downtown buildings looking towards the tower and you will be in a coverage shadow regardless of carrier. Issues at home? Again where is the tower and what is between you? In rural areas it is common for leafs on trees to be enough to lower the quality of service far from the tower. If your close to the tower taller builders can cause shadows as can trying to get a signal in a basement.
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Greg And

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He said he just got an iPhone 6. He should threaten to buy it out and leave MTS. That may make them do something.
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Clifford Lewis, Champion

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One other thing that comes to mind is there are parts of Winnipeg where the residents are banding together to prevent the cell companies from improving service.  Right now Telus is having problems getting approval for  new tower up near the  St. James Arena and in 2011 MTS was prevented from putting a tower up in the Wildwood area of Ft. Garry

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CCV

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Yeah the guy who sits directly next to me uses Telus and his LTE signal and speeds are much much better when we run speedtests. I get about 0.2 to 0.4. He gets 14ish every single time.

All these replies just beat around the bush and don't admit the fact that the MTS network is poor. 

Yes another guy who sits nearby uses Rogers and has the same issues as me. Seems like Telus and Bell are the clear choices for quality service within the city.
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CoryB, Champion

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Get the Telus guy to try the speed test from the exact location you are as even "next to me" can matter significantly for signal coverage.

That said where you are testing from could be in a hot spot for the Telus/Bell coverage and a cold spot for MTS/Rogers. No one company has perfect coverage everywhere and you will find that out if you change companies. MTS is the best of the choices out there in general terms but even U have found their cold spots.
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turtlepower

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In my experience, MTS and Rogers have better coverage than Telus and Bell, even in the city.  Independent testing seems to confirm this.

http://www.pcmag.com/article2/0%2c2817%2c2468542%2c00.asp
http://www.pcmag.com/article2/0,2817,2491966,00.asp

They won't be better everywhere.  But on average, they seem to be better in most places.
(Edited)
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CCV

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Just to confirm that my issues aren't caused by obstructions or whatever the MTS guys here are saying. The guy who sits directly next to me at work in our office downtown uses Telus and his LTE speeds are much much better. When we run speedtests I get about 0.2 to 0.4 Mbps while he gets 14ish every single time.

It's shocking how much better his coverage is.
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joyce Dietrich

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Boosters are not the solution if you are getting a poor signal and MTS doesn't back them.
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Dustin, Champion

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I never once tried to imply that it was acceptable...only that it is going to be much more likely to occur when using the same wireless network that close to 90% of MB wireless subscribers are using.

As for LTE speeds...they do exist. Here is one I took this morning at home in IDC. Yes it was done on a Rogers device, but the coverage is from an MTS site, so the capacity is there for both providers in either case.

(Edited)
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Bryan S, Employee

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Bryan S, Employee

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Those are impressive numbers!
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Mr Clown

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..."so the capacity is there for both providers in either case."
LOL.  I've never seen anything even remotely close to those speeds on MTS ever.
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CCV

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My speedtest result from downtown Winnipeg on LTE: http://i.imgur.com/kGIxeCz.jpg

Not even usable.
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Mr Clown

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How does this address the poor network quality?  The whole point of a mobile device is to be 'mobile', which you're not if you need a hotspot.  
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CCV

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Seriously Elle? Yes of course I would use one if it was available in my building.

Is that the solution recommended by MTS? Pickup my desk and move into a wifi hotspot. Not going to happen.  

Embarrassing responses.
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Mr Clown

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I'm in St Vital in a 'GREAT' LTE area.

Note I'm not on LTE.

not with mts but with rogers and am downtown by mts center and getting faster speeds on hspa cdma then am with lte.. could this be an mts and rogers tower issue?
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CCV

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I doubt it's an issue...my guess is they are aware of it and designed it that way. 
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CCV

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Wow I didn't know this coverage map existed, is it new? Looks like my house and workplace are both in the "intermittent" areas...which is garbage. Look at all these dead spots in the city lol. 

http://i.imgur.com/Z6QYrHt.png

I really wish the sales people would have gone through all this when I agreed to the contract. 
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Clifford Lewis, Champion

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Updated MTS network maps have been out since about the first of December 2015.  The sales reps would not have had them before then.
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CCV

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...great.
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Fossill

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I think you are the exception....not the rule. Even 485,000.00 Lhamborghinis screw up. I would say it's your phone or that particular line of phone in your area. I'm no expert, but I've said it b4 and here I go again....I've been with MTS for many years, tv, net and prepaid cell, and wouldn't think about moving for 1/2 the cost of my services. I have, and I bet lots of you have read horror stories from peolpe re pee poor service and customer rep assistance from every provider out there. Hey....MTS has their share of boo boos, but I have had nothing but top notch reps on the rare occasion that I require one, and my services couldn't possibly be better from another provider. That's just my opinion. Anyway, good luck with your problem....makes one mad as heck, I'm sure.