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Cell Phone Plans
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CONSUMER REPORTS CONNECTS CELL-PHONE USERS WITH RANKINGS OF CARRIERS, HANDSETS AND PLANS
From http://www.consumerreports.org/(external link)
Tips on the Smart Way to Take Your Number With You When You Switch Carriers; Why Cell-Phones May Not Be Best in an Emergency
[YONKERS, NY – If you want to take advantage of the new option of taking your number with you when you switch cell-phone carriers you’ll want to check the February 2004 issue of Consumer Reports (CR). Its in-depth look at service providers, handsets and calling plans includes tips on the best way to take advantage of number portability. The report also warns that it may not be easy to reach 911, or for operators to locate you, when you call from a cell-phone in an emergency.
Consumers have gained new power because they can keep their cell-phone number when they change carriers, but there are still pitfalls to avoid. Consumer Reports found that carriers are offering sweet deals on calling plans and phones, but these deals typically require the longest contracts. And although numbers may be portable, phones are not: If you change carriers, you’ll need to change your phone. And CR found that number portability hasn’t solved chronic problems with service that affect every carrier – dropped calls, dead zones and static.
"While cell-phone customers’ new right to keep their number has meant more deals for less dollars, companies have not done enough to deliver on the promises of service quality and reliability they tout in their ads," said Jim Guest, President of Consumers Union, the independent nonprofit publisher of Consumer Reports. "When we asked more than 31,000 ConsumerReports.org subscribers about their experiences in just the week prior to our survey, 80 percent said they had experienced problems with either dropped calls, lack of service, busy signals, or severe static and poor reception. To help fight for a more accountable wireless marketplace, consumers can visit our site, EscapeCellHell.org (external link), and demand better service directly from their carriers."
Best Carriers?
The survey, conducted last September turned up a number of problems that affected all of the major cell-phone carriers. The February issue of Consumer Reports rates carriers in 12 metro areas: Atlanta, Boston, Chicago, Dallas, Denver, Houston, Los Angeles, New York, Philadelphia, San Francisco, Seattle, and Washington, D.C. Carriers were ranked by overall customer satisfaction, and performance was based on availability of service, dropped calls, static and full circuits.
Although Verizon topped the rankings of providers in the 12 metro areas, it still wasn’t free of trouble; it simply had fewer problems than its competitors. In fact, overall satisfaction with cell-phone service is generally below average, compared with many other services that CR rates. This year’s survey results showed that significant numbers of respondents experienced problems with their cell phone service, but only 40% of those who called said the companies’ response was very helpful. And 26 percent reported an overcharge of $10 or more on the most recent bill. And one-third of our respondents said they were seriously considering a switch in cell-phone carriers. A leading reason why they hadn’t: They couldn’t take their old number with them.
Best Phones: Basic Features Matter Most
The newest cell-phones can perform plenty of stunts, but the CR tests focused less on the extras and more on the basics to help consumers get the most from their cell-phone service. The experts at Consumer Reports tested 22 popular cell-phone models for voice quality, battery life and a design that’s easy-to-use, then grouped the phones and their Ratings according to the compatible carrier networks. CR rated phones that are offered through Verizon, Sprint, AT&T, Cingular and T-Mobile.
There have been major developments in the cell-phone market, including phones with cameras, cutting-edge games, organizers and Web access. Notably, more carriers are offering cell-phones that also have walkie-talkie functions. Until recently, only Nextel had that kind of service; now, Verizon and Sprint offer it, too. The CR experts put the Verizon and Nextel walkie-talkie service head to head to see which one was better. Although Nextel wins on performance, Verizon wins on flexibility.
But there are other developments to keep in mind. For example, more cell-phones now work longer on a battery charge because they now rely mainly on digital technology. But different carriers may have incompatible digital networks, making it difficult to get service away from your home calling area. Also, although numbers are now portable, cell-phones are not.
If you are choosing a new phone, Consumer Reports recommends you consider the following: set your price, look at folding phones first, beware of fancy design and small keys, look for sensible features, and don’t trash your old phone.
Best Calling Plans: Small Fees Add Up
Various factors can affect the bottom line on your cell-phone bill. Consumer Reports enlisted the help of TeleBright Corp., a Maryland-based phone-rate tracking company that provides data for interactive plan selectors on ConsumerReports.org, to develop a table that looks closely at the real cost of leading cell-phone calling plans to help readers find a plan that meets their needs and their budget.
The table calculates the cost for three types of user based on specific usage criteria over nights and weekends, some long distance and some roaming minutes. The table is broken out by casual user, frequent user and a family of four. It is based on monthly calling plans available in the Chicago area in late November 2003. The plans are meant as examples, not Ratings. The table shows how a plan that looks like a bargain at first may actually cost more than a more expensive plan. For example, the Nextel National Get Connected More 600 plan, at $56 a month, would actually cost a family of four more per month than the T-Mobile Family Time plan at $70 per month.
Consumer Reports recommends that you keep seven important issues in mind when shopping for a plan. These are just a few of them.
* Understand the important factors. Make sure that the basic fee, home calling area and allotment of peak-time minutes meet your needs before considering charges for roaming and additional minutes.
* Stay with the carrier you like. It almost never makes sense to change carriers just for a cheaper bill.
* Think national. National calling plans have become so inexpensive that they’re worth considering first, even if you don’t travel often.
An interactive cell-phone plan selector will be available for free on ConsumerReports.org.
911 Calls
If you bought a cell-phone because you thought you could count on it for emergency calls to 911, think again. Most of the nation’s estimated 6,000 emergency call centers still aren’t equipped with the latest wireless Enhanced 911 system, which means they can’t locate people who make a call from a cell-phone. But having emergency services find you is only part of the problem. Getting through to a 911 operator can be a challenge because of a lack of nearby cell towers and incompatibility with the service in the area you’re passing.
The February issue of Consumer Reports lists several tips for maximizing your chances of reaching a 911 operator. Among them, when driving keep your phone on and the antenna extended to make the phone visible to the greatest number of cell towers and if you can’t reach 911 on the first try, hang up and try again because your call may be picked up by another tower.
The February 2004 issue of CR is on sale now wherever magazines are sold. To subscribe, call 1-800-765-1845.
CONTACT:
Communications Office, (914)378-2029, OPI@consumer.org
FEBRUARY 2004
The material above is intended for legitimate news entities only; it may not be used for commercial or promotional purposes. Consumer Reports® is published by Consumers Union, an independent, nonprofit testing and information-gathering organization, serving only the consumer. We are a comprehensive source of unbiased advice about products and services, personal finance, health, nutrition, and other consumer concerns. Since 1936, our mission has been to test products, inform the public, and protect consumers.
From http://www.consumerreports.org/(external link)
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