SERVICE ISSUE

Hi this is Gilbert from T-mobile. We got your message that you need technical support for your service right now. As you have issue with your connection, is that correct?

1.Probing question:
-can you please confirm your service address?
-When did you first notice it?
-How many bars of signal do you have?
-Do you see 3G, 4G,LTe or 5G on your phone?
-Does the slow connection happen everywhere or specific area?

2.EMPATHY

3.Check if the sim is connected 

4.NETWORK RESET

-As per checking we have scheduled maintenance in your area this month for 4G/5G networks but our engineers are now working around the clock to finishe this within the next 24-48 hours. Rest assured that once it get completed you will have much reliable connection.
For now we can do network reset to reconnect your phone to other towers we have in your area.

Or we can do advance trouble shooting with other tech team over the phone, let me know which work for you?

SIM CARD REPLACEMENT (PHYSICAL SIM)

Thanks for the wait and I can see here that you still using the old sim card we have for 5G/4G network, we can send you the new one that are already compatible with all towers we have in your area then will give it for free and with a free shipping this will only take 24-48 hours, would that be okay?