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I know that my deepest apology won't take away the frustration for reaching us multiple times but of course I'll make your time worth it.
I can see in here that you've been with T-Mobile for more than 2 years. More of a reason we will not give it a single thought to help you in all ways.
I've already communicated with our support team handling the ticket created for you.
Also, sent a prioritization with stronger ticket created for you as we in T-Mobile is committed to provide excellent help.
In that regard, we want to make sure we can help you effectively and efficiently in exhausting all we can to let you feel how dedicated we are and committed in ensuring that our loyal customers felt the care of T-Mobile as a whole.
To further clarify, I have reviewed the ticket created for you and it is being work on by our advance tech together with our engineering team and will get back to you with the permanent resolution.
Aside from that, I have fully documented the communicated information you have shared as I dig in further to ensure that all details are complete and that it will be fully able to take care the reason in calling and messaging us.
Also, a follow-up call back or if you prefer I may re-open a conversation here in Messaging for you in making sure that all updates and permanent resolution be communicated to you.
We are part of T-Mobile, and your previous experience is also our responsibility. I want to make sure that I can make amends by providing you an excellent service.
And I hope that whenever you think about T-Mobile, you will always think about your conversation with us.
In as much as I would love to further provide more information, we will need the updates directly on findings of our engineering team together with our advance tech.
No worries, I will personally be monitoring this matter to you and be the one to contact you the soonest I get the full updates for you.
You will also receive a text message of my commitment to you as I would want you to know that someone cares for you in T-Mobile.
As T-Mobile commitment is to ensure we can take care everything is regain a great relationship with T-Mobile.
Hubahib, Miko Apr 12, 11:49 PM We have enhancement going on at your area as we want to make sure your coverage in location is as strong as you need it to be and that it stays that way consistently as well.
Hubahib, Miko Apr 12, 11:50 PM (Edited) We can truly understand how important it is to have coverage especially during this time. We have shared communicated slow connection you are encountering to get prioritize.
As we're happy to take a closer look into your location, as we do want you to be able to reach out to friends and family. Apr 27
Ayala II, Anthony Apr 27, 11:19 PM I deeply thank you for the kind cooperation and patience. Much appreciated. Rest assured that T-Mobile provides commitment to ensure we can take care everything is regain a great relationship with T-Mobile. May 11
Mendoza, Donna Rio May 11, 10:14 PM AREA HAVE LOCAL SITE/KNOWN ISSUE:
We are upgrading towers in your area, if everything goes according to plan it will be on air 2-7. We strive to ensure our customers get the best value and network with T-Mobile and we work to ensure we grow and improve our LTE and 5G network. It looks like we are actively working to add more extend range technology to your area. Let me know if I can help with any other questions. May 23
Leaban, Maantonette May 23, 10:02 PM Good script on international roaming : Manual network selection
Go to Settings > Choose Cellular > Network Selection > Turn Off Automatic and choose the best network available on your current country.
For mobile use inside and outside the US, your device will automatically select the T-Mobile USA network. If the T-Mobile USA network is not available, the device will try to make a connection with another network that T-Mobile has an agreement with. This is called roaming.
However, in some situations, especially when abroad, we may need to perform a manual scan and selection of a network. May 31 Aug 15
Mendoza, Donna Rio Aug 15, 1:09 AM In order to isolate the root cause of the device issue, I may need to ask series of questions that'll greatly help me to know the next best course of action. Is that okay? Aug 30
Mendoza, Donna Rio Aug 30, 8:24 PM TS
I really wat to help you, CX, I use my phone for almost everything too, I know how important it is for you to immediately get a resolution for this, and you can be rest assured, a team is assigned to have the area worked on, so it could be a smooth sail for your moving forward. Aug 31
Mendoza, Donna Rio Aug 31, 1:36 AM PLAN WITH SIMPLE GLOBAL FEATURE:
I am glad to share that your T-Mobile plan is already enabled with the Simple global feature, and it covers (all Europe countries you wish to go) enabled with seamless connectivity.
You can enjoy unlimited = 5G data, text and calling discounted rate at $0.25/minute.
You can even add higher data speed and make it unlimited call when you add data pass. Would you like to know more about it? Oct 10
Marcelino, Dennis Feb 27, 5:48 AM E-SIM ACTIVATION FOR APPLE DEVICE Can you provide the EID of the new phone? To get that just follow this:
From the home screen, select the. Settings app. Select General, then select About.
Look for the number that starts at 890 with 32 digits
I appreciate it! I have activated the new iPhone in the line ending 9771, you may follow this to fully activate the service:
Go to Settings. Tap either Cellular or Mobile Data. Tap Add Cellular Plan. Tap Enter Details Manually, at the bottom of your iPhone screen.
Once there, access this link for the QR Code:
https://www.t-mobile.com/support/devices/sim-esim
Once done, please allow this changes to fully link in to the line within 2-4 hrs of provisioning but I do assure you we have activated the new phone.
Please let me know as well if it's all good. Just making sure that I was able to cover this for you. Oct 17
Mendoza, Donna Rio Oct 17, 2:42 AM ACK FOR NETWORK ISSUE:
It is just as important for us that you are letting us know about it As your service provided we wanted to make sure you are getting the best for your services. I rely on my services for almost everything too, so I know how important this is for you. We appreciate you bringing this into our attention so we could immediately have it worked on. You have my full help! (Then proceed to probing)
Oh no! It is just as important for us that you are letting us know. As your service provider we aim to make sure you would have services whenever you need it. There are really just times when our sites, like other systems would need fixing and we appreciate you letting us know about this. You know, this is far from the experience that we wanted you to have, as we know how important your services are for you, I rely on mine for almost everything too, we genuinely apologize. We are here now, we will do our best to have this sorted as soon as possible for you. Would you mind if I take a look of the network for a while so we could see what's going on? I'll be on this chat, might just need to run through other tools. Hoping you would bear with me please? Tue Emelo, Jasminne Rose added Ordiales, Frances Elaine Wed
Mendoza, Donna Rio Aug 22, 1:03 AM 5G has weaker signal than 4G LTE:
I can see in here that 5G is available on outdoor at your area and under enhancement and this is what you are connected for a 5G network.
But nothing to worry, because the LTE 600 signal is so strong, your device should be working indoors on Amazing 4G LTE network.
I highly recommend to reset a manual network selection from your device to be connected on LTE high speed. Your iPhone 13 Pro Max runs amazingly well on our 4G LTE network and will take advantage of our 5G network anywhere it's currently available and while it continues to grow and improve.
Here's the simple steps, Settings > Cellular > Cellular Data Option > Voice & Data >select 4GLTE
Please let me know if there's improvement after doing this on your device.