Fellow IT-management type Alex Scoble posed a wireless question in the comments from a random post yesterday (one that pictured my trusty Blackberry 7290), which led to a short series of comments of back-and-forth on wireless voice/data coverage. After thinking about it some more, I realized that I'm asked this type of question often, so I figure I'll harvest some of the comments content and create a new post here. After all, it's all about the conversation, and besides now I'll have a link to email to people, heh...
The in-building wireless coverage problem can be the scourge of many an IT manager. In-building dead-spot complaints have been known to pressure many IT pros to dump otherwise good carriers to go with another one that may offer good service at their micro-location, but which doesn't meet the business' other, broader needs. Not to mention the fact that the cost of simply changing carriers can be quite expensive.
If you have an in-building wireless overage problem, don't automatically assume changing carriers is the best or only way to solve it. Instead, exercise your two key options: Call your carrier and tell them you need them to provide you with a solution, and/or think about finding one yourself.
One of our teams recently finished a three-month review of many of the mobile providers available here. First of all, it's important to know that each carrier emphasizes a slightly different market. While T-Mobile's pricing was attractive, honestly their coverage was lacking outside the metro areas, which was a problem for our specific needs. Their people are great, and where it works it works well, but the remote coverage was our concern. Nextel was similar to T-Mobile in that regard. Verizon and Cingular have the broader coverage fairly well nailed down compared to their competition (especially when it comes to worldwide coverage, which we care about), but they, too have frustrating coverage gaps and spots. We looked at the other carriers, as well. In short, they all have their good and not-so-good points, and each caters to a somewhat different set of business needs. Most importantly, it's important to note that no carrier is perfect, especially in-building. You will always have one employee (probably a justifiably important one) that can't make calls unless they (literally) walk down to the corner from their home and press their phone to the stop sign pole. That's just the nature of wireless service in the US right now, and hey - it's a big country.
Also keep in mind that the phones you buy can make a difference. quad- and tri-band phones allow you to roam off network when the carrier's network is not available, and typically help to allow good worldwide coverage. Make sure you research those kinds of needs closely. Also realize that if your carrier's network is available, it won't matter how many other bands and providers are available if the phone is "locked" or set to use only the preferred networks - so while you are evaluating, ask questions about this and play with the phone's software switches for network preferences.
So anyhow, from experience I always recommend choosing a carrier based on what they can do for you in the macro sense: Do they provide the level of coverage needed in the areas where you move and travel to do business? Is the price right? Get test devices for a couple weeks and do a real-world evaluation with real people - you'll find that coverage maps and sales people don't tell you everything you need to know. After you've weighed the options and chosen a carrier, you're often best off to look to specialized technology to provide good coverage in places like offices buildings and exec homes. And you might be surprised how low the costs can be.
For example, check out http://www.spotwave.com/ - I have had one of their SpotCell devices, which are quite good, for a couple years now, and I know they've made refinements and improvements since then. The SpotCell package uses a directional collector antenna to gather the signal, and a donor antenna to provide wireless coverage to the location where it's installed. It's pretty cool an can solve some serious dead-spot problems. I originally got one through AT&T Wireless (now Cingular) to solve a residential problem and was able to move it to another location for a while to solve a problem there. I actually need to call them and ask about an update for it for my area, and I can tell you from past experience that they are quite willing to provide excellent customer service when you contact them. If you're looking to outfit a smaller office or someone's home (under 5,000 sq. ft.), it may be worth the small-ish investment, since these devices start out at about $1000. Larger office buildings might need more than one coverage device, and the SpotWave people can quickly help figure that out. I also have another brand of wireless extension kit similar to the SpotWave technology (I'll have to climb up and look at it to see what brand it is), but it's not nearly as friendly or intuitive to set up. The SpotCell is so simple to make work, even a five year old could do it (well, except for the antenna mounting part I guess).
I am also told on fairly good authority that there are some IP-based in-building devices coming to the market that act as a mini/micro indoor-coverage site - you can just plug them into your Internet connection and they'll "talk" back to the wireless carrier via VPN or similar method. I know T-Mobile is working on them now and will probably announce something before too long. But the carriers are staying pretty tight-lipped about announcing availability right now for some reason, probably because they know they have to do it right the first time and support needs to be solid, which means fuzzy launch dates until it happens. That will be an interesting space to watch.