MTS LTE/Cell service in North St James Industrial area poor for last few days

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For the past few days, the cell service in the St James Industrial area (up around Red River College) has been very poor. We usually get low LTE signal here with no issues with data etc. Lately we are lucky if it can get 3G and even then it usually can't process data (says no internet even though indicating there is on all phones) ... at the McDonalds north of Dublin we actually get "No Service" indicators for as much as 10 minutes at a time!! That has never happened in the many years of being here.

MTS service status indicates everything is okay and all maintenance is away from this area, so what gives??
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Glen Palmer

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Posted 2 years ago

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Jeremy, Official Rep

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Hi Glen,

Service/coverage/data issues are very hard to pin point and diagnose sometimes and require a fair bit of investigating and troubleshooting.  I would highly recommend giving our tech support crew a call so they can look into your case specifically.  It's possible there is something going on that we aren't aware of,
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Ojibwe Guy

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Maybe offering an MTS wifi hotspot for such service areas would help with dealing with these interferences?
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CoryB, Champion

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First, keep in mind if the building you are in has a metal roof you can pretty much kiss a reliable cell signal goodbye. Those tend to be a lot more common in industrial style buildings. Heavy steel beams in a ceiling are another good way to introduce wireless issues.

In terms of the MTS WiFi Hotspots, I believe MTS seeks out locations where people are likely to come as customers and stay for a while. I do not know the whole details but I suspect the business needs to use MTS for their own services and in some way helps offset the costs to MTS.

All that said, I believe you had posted, before the edit, that this occurs at your work. It might be possible to approach your employer about installing a private WiFi network accessible to staff. That said if there isn't a supporting business/work related need for employees to have WiFi it is unlikely to get support from management.

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Clifford Lewis, Champion

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I was thinking more spectrum interference  from something in the business or an adjoining one (faulty a/c compressor, arc welding unit, sonic welding sealer etc)  as there was reference to going down 5 times an hour like it was on a schedule every 12 minutes.    That sort of problem is up to the business  to fix not any of the cell service providers.
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CoryB, Champion

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Could be too that around every 12 minutes I walk under a heavy, metal supporting beam. People tend to forget cell service is very much a line of sight operation. Sure it can go through walls, ceilings, etc but put enough material between your phone and the tower and you drop the signal.
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Ojibwe Guy

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It drops while I sit stationery, I used to live in north kildonan close to the river and had zero cell service, that was awful!
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CoryB, Champion

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Also keep in mind the MTS app helps report coverage issues. I believe it records the time, GPS coordinates and some device specific info and forwards it to the tech team once you get Internet access restored.

The other thing to keep in mind is that wireless coverage is also driven by usage. If for some reason more people are suddenly on a specific tower its reach starts to shrink. This could be especially relevant as you mention being on the edge of service when it is working well.

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Tennille, Social Media Coordinator

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Hello Glen, 

Has the service in North St James Industrial area improved since you posted here? Have you spoken to technical support? 
They aren't aware of issues in that area, so if you can provide more details we can look into the problem for you.  The date you noticed the issue start, whether it's happening indoors or outdoors, possible cross streets where the issue is centered etc.  Any information (such as your cell phone number or account number) you can send to us at community@mts.ca 
Any additional information about the issue you can feel free to post here. 

Thank you, Glen. :)
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Ojibwe Guy

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Hi glen, I am working and will not be able to see if it's improved until later on!
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Tennille, Social Media Coordinator

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Good afternoon,
Thanks to everyone for all the great comments in this discussion. 
I've gotten some information from our Wireless Operations regarding this area and from the sounds of it LTE should be operational in this area as of yesterday (08/16/2016) at noon. 
Hopefully this will have cleared up the LTE issues you've noticed around St. James Industrial area and Red River College. 

Tennille :) 
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Glen Palmer

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Sorry for the lengthy hiatus - been busy, away, and yesterday was a major event here where all staff participated

@ all comments regarding building : yes, we are aware that buildings can affect the signal. This building has been here forever and so have most of the staff. This has been the first time we have seriously degraded signal in this area. If you read my initial post. you will see that we are used to it getting low LTE or dropping to 3G , but when it goes to "no signal" in a major city, there is an issue - and that was across the street at the McDonald's - not here. We are at McDonald's almost every day and that week I initially posted this, was the first time there has ever been no signal. Even on 3G we should still be getting data, but we were seeing browser messages that there was no internet (cellular data) even though the phone itself was saying there should be.

@ MTS Support : you kept posting that nobody was aware of any issues, nor could detect any, yet yesterday you stated that the support team stated that LTE issues for this area should be all fixed now (as of noon on Aug 16) ... seems that would mean you knew about issues and had them fixed then.

@ all the WIFI suggestions : Wifi doesn't help you with phone calls or texting (unless you are always sending MMS messages) so that really doesn't help much - nor does it address the fact that a service that usually is adequate for the area, was all of a sudden more-or-less non-existent for a week(ish).

I noticed, after the event yesterday, that the signal seemed to be more "normal" for this location. I have not been to the McDonalds for about a week or so now due to everything going on, but I will check it out there later today.
(Edited)
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Tennille, Social Media Coordinator

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Hello Glen, 

We are glad to hear that the service has returned to a more usual level. 
The reason for the different responses regarding the LTE issues is technical support checked the immediate visibility they have to see if there was an issue since these were the first complaints we had.  When it looked like others were having issues I reached out to our back end operations team to investigate further, which is when they noticed an issue. Our technical support team was not trying to be misleading on purpose but they only have visibility so far on the network. 
If you have further issues feel free to reach out and get the operations team to check into it again. 

Thank you! 
Tennille