Vols fans: Why Neyland Stadium's faulty cell service impacts game experience

Vols fan Christie George tried Saturday night from Neyland Stadium to FaceTime her 12-year-old son, hoping to share the epic experience of Tennessee's win against Alabama.

No service.

Earlier that day, David Helton spent hours trying to transfer paperless tickets to his son. They made the mistake of attempting the digital transaction on site.

No bars.

None of this surprises Erin Hand, another fan of the orange and white. For years, bad broadband has soured game experiences for Nashville residents that on weekends travel east on Interstate 40. After all, she said, it’s a big deal to engage with family, friends and foes that aren't among the 100,000-plus in attendance — via tweets and texts.

"The cell service inside Neyland is almost as insufferable as a Bama fan," said a half-joking Hand, who attended last weekend’s matchup between nationally-ranked teams in Knoxville.

Neyland Stadium’s infamous dead spots for gameday wireless service often leave fans disconnected from live updates and social chatter around the Southeastern Conference, as well as the college football world.

Neyland Stadium’s new lower-west club and upper-north social deck spaces, added before the 2022 season, increased seating capacity to 101,915 — making it the sixth largest among college football venues.

Digital ticket woes: Missing out on tailgating

Saturday night marked Tennessee football's biggest win in at least a decade and a half.

Hoping to immortalize the moment you stormed the field following Chase McGrath's field goal as time expired? Your Instagram Story may have failed to publish.

Did you text the final score to a Crimson Tide fan?

Your social media digs may have published out of order. That's if they aren't sitting in your outbox.

Failed digital transitions proved to be just as dreadful for Helton, a regular at Vols games.

Helton usually transfers tickets a day or two before big Vols games. But his son decided late to attend Saturday’s game. Helton attempted to digitally send tickets to his son outside the stadium, but they weren’t received. So he tried sending it from his vehicle, with his own internet.

Didn’t work.

The Heltons were directed to Gate 21 for assistance, and were advised to get there sooner than later. Helton’s son received a password and the transfer was completed.

"It took up a good part of day to get done," Helton said.

So much for tailgating.

George, who wasn't able to Facetime with her son, wanted to give him a PG rating-sized serving of Neyland Stadium’s atmosphere.

"It's frustrating during big games like the Florida game or the Bama game because like for me I have a 12-year-old who loves Tennessee but I’m not ready for him to be in that rowdy of an environment yet," George said.

"I would have loved to have been able to FaceTime with him at the end of the game and at least let him experience it that way."

Rick Bell, Lebanon’s mayor and a long-time season ticket-holder, has attended Vols games since age 6 — decades before the internet changed the world and the way spectators watch college football.

Like it or not, Bell has grown accustomed to the lack of internet connectivity at Neyland Stadium.

“When I’m there I’m disconnected,” said Bell, 53. “But I’m there to watch the game so it doesn’t bother me.”

Neyland Stadium: Why is the internet so slow?

It's not surprising that cell service struggled to keep up when tens of thousands of Vols fans tried posting celebrations all at once. WiFi woes are a regular complaint for spectators at large stadium events, from blockbuster concerts to college football games.

In at least one case, that's been a boon for college football fans. When Northwestern faced Nebraska earlier this year in an international exhibition in Dublin, Ireland, Aviva Stadium's WiFi cut out, shutting down wireless access for various in-stadium operations, including the concessions stands. Officials responded by making snacks, drinks and alcoholic beverages free for fans through the third quarter.

Is the University of Tennessee addressing it?

In-stadium wireless issues pose a big enough problem that the University of Tennessee plans to address it head-on with upcoming stadium renovations.

In June, the university detailed a $288 million first phase, scheduled for completion by Fall 2026. Alongside retro-inspired signage, new restrooms and premium seating areas, the plan includes stadium-wide WiFi.

Athletic director Danny White previously told Knox News he wants WiFi to be free so spectators can stay connected during games.

"Through our evaluation process, we also developed a new business philosophy prioritizing project elements that generate revenue," White announced in June via a press release. "That will enable us to invest in key amenities that impact our entire fanbase, such as enhanced Wi-Fi, larger concourses, nicer restrooms and more."

Why is it taking so long?

Neyland Stadium will eventually enjoy Wi-Fi, said deputy athletics director Ryan Alpert. But implementation is taking longer longer than expected. Alpert in August told the Knox News it could take a year or longer. 

For now, smartphone struggles continue. Remaining home games this season are UT Martin (Oct. 22), nationally-ranked Kentucky (Oct. 29) and Missouri (Nov. 12).

Reach Cole Villena at cvillena@tennessean.com or 615-925-0493. Follow Cole on Twitter at @ColeVillena and on Instagram at @CVinTennessee. Reach Andy Humbles at ahumbles@tennessean.com, on Twitter @AndyHumbles or 615-726-5939.

This article originally appeared on Nashville Tennessean: Why Neyland Stadium's bad cell service impacts game experience