TROUBLESHOOTING

We do appreciate your effort working on me, I know that we've gone so far but no worries we will do our best to help you.

As part of the troubleshooting steps, we'll have the line temporarily suspended and restored back. No worries, we'll make sure that there will be no restoration fees.

Shall we proceed?

Thanks for answering the call, Errick. We have transfer you to our Technical care team and rest assured that they can help you and assist you with your concern for they have the resources for advance trouble shootings.

I know how important it is for you to be connected with your loved ones and to the rest of the world. I would like to get to the bottom of this matter as quickly as possible so I'll be asking you a series of question that would help us determine the root cause. To start, I please ask how many signal bars you currently have?

May I know what line we'll be working on?

May I please know if the issue happens everywhere you go or in specific place only?

As part of T-Mobile, this is not the experience we want you to have.

We know the importance of being connected with your family and friends all the time and e sincerely apologize about the said issue.

May I kindly ask you to try making calls, send messages and browse the internet to make sure everything is working.

And to lessen your effort, you may also try these helpful basic troubslhooting steps so you don't need to chat us again, okay?

1. Toggle on airplane mode
2. Turn off your device for 30 seconds
3. Turn on device
4. Toggle off airplane mode

And kindly let me know if it works.

Situation

What shows on the device screen when you have the problem?

Do you get any error messages?

What were you doing with the device when this started happening?

What devices are having the issue? Are other devices not having the issue?

For Dual SIM with eSIM devices, which line is having the problem?

Duration

When did you first notice it?

How often does it happen?

Can you repeat the same steps and always get the same problem? Or is it sporadic?

Location

Where do you normally experience these issues? Home, work, school?

How many bars of signal do you have? Do the signal bars fluctuate?

Do you see 3G, 4G, or LTE on your screen?

Are you inside or outside?

I also appreciate your effort and cooperation for the basic troubleshooting. We've exhausted the basic steps and the best option now is to get this coordinated with the Tech Care, rest assured that we, with Technical Care will do our best to get this issue resolved. Is this the best time to call you?

When did this issue begin?

Describe exactly what happened?

When was the last time you were able to Text?

Is it happening everywhere?

Are you able to make/receive calls?

=============================

Is the account suspended?

Is there a local site reported issue?

Is there a wide spread outage?

SITUATION

What were you doing with the device when this started happening?

What exactly happened when you tried to... (make a call, access the Internet, or another function such as texting or taking pictures)?

DURATION

When did you first notice it?

How often does it happen?

LOCATION

Where do you normally experience these issues?

Where are you - inside or outside? If outside, are there a lot of trees or tall buildings?

Restart your Device Software Updates

Thanks for answering the Call, Billy. We have successfully transfer you to our Technical Support. Rest assured that they will be helping and assisting your for they have advance tools for troubeshootings.