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October 8, 2018

Is Sprint Misleading Customers or the FCC?

Filed under: Internet,Telephone — Edgar (aka MrConsumer) @ 5:43 am

Sprint and T-Mobile are seeking to merge. As part of that process, they have to convince the FCC that the merger will not harm competition and would be good for customers.

To this end, Sprint submitted a filing to the FCC on September 25 claiming that its LTE data network was inferior to the other major carriers and they needed a partner to compete better.

Sprint Network Click Chart to Enlarge

Sprint’s coverage is depicted in yellow. You can see, for example, on the map of the U.S. on the right, that Sprint has a much more limited network than Verizon (in red). In fact, the company tells the FCC that its network covers “a much smaller geography” than the other carriers and therefore it needs to merge.

However, if you compare the coverage map from the Sprint website below directed toward customers with the ones above, Sprint makes it appear that its network coverage is very robust and broad.

Sprint network

*MOUSE PRINT:

Only in the tiniest fine print footnote does Sprint disclose that the above map includes roaming coverage, meaning areas where other companies have coverage and share it with Sprint customers. The map also includes non-LTE data coverage that they cleverly omitted from the FCC map.

footnote

In addition, the company tells the FCC it has problems with its network:

“Poor network experience is a leading cause of Sprint’s subscriber churn.”

“…consistency challenges impact both network performance and customer perception”

“Sprint has not been able to invest sufficient capital to achieve network performance necessary to attract and retain enough subscribers to improve its scale.”

Funny thing, Sprint has advertised for years on television that there is only a 1% difference in its network reliability compared to the competition.



2016 Commercial


2018 Commercial

Noting these contradictions, we asked the PR folks at Sprint some very pointed questions:

(1) Which is more accurate — what Sprint presented to the FCC or what they advertise to customers?

(2) If the FCC coverage map is more accurate, how does Sprint respond to customers who feel the company exaggerated its coverage area?

(3) Which is correct — Sprint’s network performance is lacking or it’s 99% that of competitors?

A Sprint spokesperson tersely responded:

“Thanks for reaching out. I don’t have anything to add to the filings. If that changes, I’ll let you know.”

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6 Comments »

  1. Nice catch! Maybe they should merge; then they can stop lying to their customers about how robust their network is.

    Comment by Shawn — October 8, 2018 @ 10:12 am
  2. According to this third party maps Sprint’s LTE is porous https://rf.jwmaloney.name/sprint-coverage.html
    Does OpenSignal have a map?

    Comment by Keith R. — October 8, 2018 @ 11:03 am
  3. Stop Lying Shawn!?!?!?! You got to be kidding me. They will always lie to the customer in some way.

    Comment by Richard Ginn — October 8, 2018 @ 11:58 am
  4. The notion that it’s OK for there to be more wireless consolidation is absurd. Full stop.

    Comment by Alan — October 8, 2018 @ 8:41 pm
  5. If you remember Shawn or what every his name is was working for Verizon’s Advertising and was hired away from Verizon. I expect they knew what shape they were in. And hired the fellow to “polish” their image. I don’t take too much stock in advertising anyway.

    Comment by Phillip Jones — October 15, 2018 @ 11:36 am
  6. @Alan,
    In this case the lack of network availability is actually a pretty compelling reason to consolidate. This will actually result in *more* competition with Verizon and AT&T.

    Comment by BZ — October 15, 2018 @ 2:52 pm

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