- To launch new Network Vision cell sites, Sprint is replacing the Local Technology Provider, which requires removing and replacing existing equipment in the Chicago Market.
- While the majority of customers are not affected, some customers are experiencing temporary issue with provisioning, dropped calls, and calls rolling to voicemail.
- This is temporary and will stop after the cell site is fully tuned.
- Do not send a customer to a retail store for any of these coverage issues.
- Do not notate these issues as capacity or coverage problems.
Why you need to know it:
- A Network Event Board ticket opens for each cell site activated or upgraded. The ticket closes when Sprint certifies each cell site to be fully is optimized and functional.
- Optimization usually completes within a few days, but some may continue for a longer period. We do not have a date for repair just yet, but Sprint is proactively monitoring and addressing these issues as quickly as possible.
- Vision Network Event Board tickets are coded in blue and are loaded to 90 days. This date should not be communicated to the customer. Giving customers a specific date may actually frustrate them more if that date changes.
What you need to do:
- Use this link for answers to frequently asked questions about New Cell Sites.
- In CST enter Key Search words Vision Cell: New Vision Cell Sites FAQ.
- Allow your customer to vent their frustrations. Confidently explain that we are aware of the situation and are actively working to correct the issue. Your ability to confidently let them know you understand their situation will put them at ease.
- Make sure to use simple explanations when explaining how Sprint is working to solve their issue because customers can get confused by technical language.
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