‘We need help’: More Collier residents speak out about poor cell service

COLLIER COUNTY, Fla. (WINK) — Residents across eastern Collier County are continuing to speak out about poor cell phone service after a WINK News story earlier this month highlighted a healthcare worker missing calls from the hospital because of bad coverage.

Nicole Ferguson said she immediately related to the story after seeing Collier County nurse anesthesiologist John Wells describe calls going “straight to voicemail” while he was on call.

Now, Ferguson says she’s dealing with similar problems every day.

She told WINK News that the second she gets into her car in eastern Collier County, her phone service disappears.

“Coming home after I get off of Immokalee Road, it is for about five miles, and then on Oil Well, and into my neighborhood until I’m connected to Wi-Fi. I have no service at all. It’s horrible. It’s horrible,” Ferguson said.

Ferguson said the only way she can reliably make calls at home is through Wi-Fi.

“We don’t have any service unless we’re connected to Wi-Fi,” she said.

She said the issues have impacted her ability to work and move around freely.

“I know if I need to make an important phone call, I’ve got to be home,” Ferguson said. “I can’t just jump in my car and wait for a phone call anymore and travel.”

Ferguson said her family pays about $530 a month for AT&T service.

“Please don’t drop this. Please press AT&T. We need a change. We need help,” she said.

AT&T told WINK News in an email that it is looking into Ferguson’s issue.

After WINK News aired its original story involving Wells, he said the company sent him a cell booster — but he told WINK News it has not solved the problem.

WINK News also spoke with Collier County Commissioner Bill McDaniel about the ongoing complaints.

McDaniel said part of the issue dates back decades.

“The land development code for Collier County was adopted in the mid 90s,” McDaniel said.

He said county rules at the time were written around one major cell tower in Collier County — and the man who owned it — making it harder for additional towers to be built.

“That guy implemented language to require all new cell towers to get his permission,” McDaniel said.

McDaniel said the county has since rewritten those rules and is working to add more towers in areas including Ave Maria, Big Corkscrew Regional Park and Oil Well Road.

“Every time we see a tower come in, the capacity expands,” he said.

Still, McDaniel acknowledged growth in Collier County has outpaced infrastructure for years.

“The population grew faster than the capacity to expand,” he said.

If you are experiencing cell service issues, the Federal Communications Commission allows consumers to file complaints online against their wireless provider.

You can file a complaint through the FCC Consumer Complaint Center here.