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Background
Wireless telephones work by communicating via
radio waves using a system of base stations (sometimes known as
“cell sites”) that send and receive calls and relay them to other
networks, like the Public Switched Telephone Network (PSTN).
Because wireless phones communicate using radio waves, their
reliability is influenced by many factors, such as the proximity
of the phone to the base station with which it is communicating,
physical obstacles, and interference or noise. Noise refers to
unwanted electronic signals introduced by circuit components or
natural disturbances that tend to distort communications. For
example, like other radio transmissions, wireless phone calls can
be affected by severe weather, large buildings, or other objects
between your phone and the nearest base station or antenna that
your wireless service provider uses.
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Antennas/Networks
A number of factors can prevent the
commencement or completion of a call from a wireless phone.
Even when a carrier publishes maps showing coverage in a
certain geographic area, a subscriber may not be able to
complete a call due to limitations in topography (the
surroundings), capacity (how many callers are
communicating with the same cell site at a given time), and
network architecture (where antennas are located). A
dropped call usually occurs when you are on the move and
there are too few (or no) cell sites in the area where you
are traveling. A dropped call also could result from a
weakening of the signal from the cell site that carries your
call and/or the failure of the call in progress to be handed
off to another cell site. For example, the communication
signal between your wireless phone and the cell site could
fade significantly and end your call as you drive into a
tunnel or walk into a building. The structure blocks the
signal. The locations where you cannot make or receive calls
due to these limitations are sometimes referred to as “dead
zones,” “coverage holes,” “dead spots,” or “obstructed
areas.”
When many people use a wireless service
provider’s network at the same time and its capacity
is strained, other customers trying to connect may hear a
“busy signal” instead of being able to complete their
calls.
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Coverage Maps and Other Coverage Research
Before choosing a wireless service provider
or a plan, it is wise to research the various providers to
determine the extent of their coverage in the areas that matter
most to you. You can research a wireless service providers’
coverage area in a number or ways:
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Ask neighbors, colleagues, and friends. You
can also visit Internet sites (such as
www.deadcellzones.com) that list specific dead spots
(submitted by individuals). Information on dead spots is
organized by wireless service provider and location.
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Test the wireless service providers’ plan
and coverage area on a trial basis, if possible. Some wireless
providers offer trial periods, during which you can test a phone
before you are committed to a service contract and have to pay a
significant fee to terminate that contract. Be aware, however,
that if you terminate during a trial period or at any other
time, most wireless service providers will not refund any
activation or usage fees. During the trial period, you may want
to test the phone in the areas where you plan to use it most
frequently to determine if the actual coverage suits your needs.
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Check out the wireless service providers‘
coverage map on its Web site and/or in stores where its products
are sold. Often these maps show very general coverage for entire
regions. The maps usually carry a disclaimer saying they are
provided for informational purposes only and that actual
coverage may vary. There may be holes where the service provider
does not have cell sites or where the topography causes dead
zones. With few exceptions, the maps do not indicate signal
strength or dead zones. Additionally, these coverage maps are
not intended to show whether coverage is provided in obstructed
areas, like buildings, tunnels, and underground garages. While
wireless service providers often deploy in-building wireless
solutions for these areas, any lack of coverage is usually not
disclosed.
There is no guarantee that your phone will
work in an area, even if it is included on a wireless service
providers’ published coverage map. Just because a wireless service
provider generally advertises service to an area, there may be
several reasons why the service is not reliably available in all
locations. Although wireless service providers attempt to design
their networks to eliminate dropped calls, busy signals, and dead
zones, no network is perfect, so coverage breaks within the
general coverage areas are still possible. Specific and/or updated
information may not be available on maps provided by the wireless
service provider, because coverage is frequently changing.
Roaming
“Roaming” is the term that describes a
wireless phone’s ability to make and receive calls outside the
home calling area under your service plan. Roaming occurs when a
subscriber of one wireless service provider uses the facilities of
a second provider. While the subscriber usually has no
pre-existing agreement with the second provider to handle calls,
the subscriber’s provider may have a “roaming agreement” with the
second provider. Under that agreement, the second provider agrees
to handle calls placed by subscribers of the first provider and
vice versa. When your phone is roaming, an indicator light on your
phone may display the word “roam.” On occasion, your handset will
not display a roaming indicator, even though it is in a roaming
area. Also, some handset software needs to be updated monthly.
Often this can be done by simply pressing a few buttons on the
handset. Keeping that software updated can increase reliability
and reduce incorrect roaming charges.
Contact your provider for more information
about roaming areas, related fees, and software requirements. If
your handset signal or the service provider’s signal from the
nearest antenna is too weak, roaming can occur automatically, even
if you are using your phone in your own home calling area. A phone
can also go into “roaming mode” if there is a high volume of calls
in the area. For example, though you may be surrounded by sites
from your provider, each of your provider’s sites may be at its
capacity or out of range. Instead of having a call blocked or
dropped, your phone might use another provider’s site (roam),
sometimes at an additional cost to you. Roaming fees are typically
charged on a per-minute basis and determined by your service
provider.
Many wireless service providers have
eliminated these fees in their nationwide pricing plans. All of
the major wireless service providers and many others now offer
pricing plans that allow consumers to purchase a “bucket” of
monthly minutes to use nationwide without incurring roaming
charges. You should be aware, however, that wireless service
providers define “nationwide” in different ways. For example, some
providers define “nationwide” as anywhere in the country, whereas
others define it as anywhere within the provider’s network. Check
with your wireless service provider for information on the
availability of plans without roaming charges or other roaming
options.
Emergency Situations
Some people purchase wireless phones for
emergency use only. These people rely on their wireless phones as
a vital means of getting help during personal and other
emergencies. Remember that during widespread emergencies, the
calling volume in particular geographic areas can increase
significantly, and a wireless phone call may not go through. When
call volume is high and capacity is limited, consider sending a
text message. Text messages require much less capacity, so they
may go through even if a voice call cannot.
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Researching the Best Coverage for
You
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Determine how you will be using your
wireless phone (long distance, emergencies, daily,
weekends) to find a plan to best fit your needs.
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Investigate wireless service
providers’ coverage areas to determine if they provide
service where you intend to use the phone most frequently.
Be aware that coverage areas shown on maps do not
necessarily mean that the wireless service provider’s
signal in those areas is strong or even available, and
that dead zones may exist. Remember that most coverage
maps carry the disclaimer that they are provided for
general informational purposes only and that actual
coverage may vary.
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Ask neighbors, colleagues, and
friends who have similar calling patterns about their
experiences with different service providers and plans.
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Browse the Internet for Web sites
that report dead zones, particularly in areas where you
plan to use your wireless phone on a regular basis.
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Because coverage is also affected by
the type of handset you use, consider whether a
single-mode, dual-mode, or tri-mode handset best suits
your calling needs. “Single-mode” handsets can connect to
either a digital or an analog network, but not both.
“Dual-mode” handsets can be used on both an analog network
and one type of digital network. “Tri-mode” handsets can
be used on analog and two types of digital networks.
Digital networks allow wireless service providers to offer
advanced features such as Internet access. Note:
As of midnight on February 18, 2008, cellular telephone
companies will not be required to provide analog service.
While most wireless telephone users will not be affected
by this transition (often called the “analog cellular
sunset”), some users may be affected. For more
information, see the FCC’s consumer advisory at
www.fcc.gov/cgb/consumerfacts/analogcellphone.html.
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Compare plans and prices of several
dealers and service providers before deciding on the phone
and plan that best suits your needs.
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Take advantage of the trial periods
offered by some wireless service providers. A trial is a
short period when you can use the phone without having to
pay a significant fee to terminate your service contract.
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Consider trying a prepaid plan, which
allows you to more easily switch providers if you are not
satisfied with the service. If you sign a longer term
contract and are not satisfied, you may have to pay a
significant termination fee to cancel.
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When a problem arises, call your
wireless service provider. If the problem is with the
phone itself, you may wish to visit one of the provider’s
company stores, rather than an independent agent. The
staff at a company store may be better equipped to provide
a remedy.
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To improve the likelihood that your
wireless phone will work in the event of an emergency,
always keep your phone battery charged.
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Filing a Complaint with the FCC
If you have questions or complaints about
particular wireless phone plans, the handling of calls by a
particular provider, the fees charged, or similar service matters,
first try to resolve the matter with the service provider.
If you are unable to resolve the matter
directly, you can file a complaint with the FCC. There is no
charge for filing a complaint. You can file your complaint using
the on-line complaint Form 2000B found on the FCC Web site at
www.fcc.gov/cgb/complaints.html.
You can also file your complaint with the FCC’s Consumer Center by
e-mailing fccinfo@fcc.gov;
calling 1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL-FCC
(1-888-835-5322) TTY; faxing 1-866-418-0232; or writing to:
Federal Communications
Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, D.C. 20554.
What to Include in Your Complaint
The best way to provide all the information
the FCC needs to process your complaint is to complete fully the
on-line complaint Form 2000B. If you do not use the on-line
complaint Form 2000B, your complaint, at a minimum, should
indicate:
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your name, address, e-mail address, and
phone number where you can be reached;
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the telephone and account numbers that are
the subject of your complaint;
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the names and phone numbers of any
companies involved with your complaint;
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the amount of any disputed charges, whether
you paid them, whether you received a refund or adjustment to
your bill, the amount of any adjustment or refund you have
received, an explanation if the disputed charges are related to
services in addition to residence or business telephone
services; and
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the details of your complaint and any
additional relevant information.
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For More Information
For information about other
telecommunications issues, visit the FCC's Consumer &
Governmental Affairs Bureau Web site at www.fcc.gov/cgb,
or contact the FCC's Consumer Center using the information
provided for filing a complaint.
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Federal Communications Commission
