TCC 2-5-24

N/A, 05 Feb. 2024 , 09:53pm Welcome to T-Mobile messaging!  Please turn on app notifications to get updates on the go. [Sent]

Erica Jackson , 05 Feb. 2024 , 09:53pm Hi i am having issues with one of the phones thats on my line

T-Mobile, 05 Feb. 2024 , 09:53pm Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 05 Feb. 2024 , 09:53pm Let’s work on your request. [Read]

T-Mobile, 05 Feb. 2024 , 09:53pm Transferring you to our live customer support team, who will be with you as soon as possible. T-Mobile may store this message. Learn more at t-mo.co/Privacy. [Read]

Johsaine, 05 Feb. 2024 , 09:54pm Hi Erica, This is Johsaine from T-Mobile. I'm Here to help. We appreciate your patience in waiting to be connected. Let's partner together to get this resolved. [Read]

Erica Jackson , 05 Feb. 2024 , 09:54pm Hi how are you

Erica Jackson , 05 Feb. 2024 , 09:55pm My sons phone has been disabled and not working for days, The apple symbol is currently blinking on and off, i have the imei number as well as the phone number

Johsaine, 05 Feb. 2024 , 09:55pm I appreciate your time and effort letting us know that you are having a concern with one of your lines, And I know how important it is for you to have your service up and working.

May I know exactly what happen to one of your lines? [Read]

Erica Jackson , 05 Feb. 2024 , 09:56pm (770) 589-3613

Johsaine, 05 Feb. 2024 , 09:57pm Thank you for the information you've provided. May I know when did your son experience the issue with his device? [Read]

Erica Jackson , 05 Feb. 2024 , 09:58pm Almost a week now i tried to handle it myself but it’s not working at all

Erica Jackson , 05 Feb. 2024 , 10:00pm I think it’s some kind of malfunction problem

Erica Jackson , 05 Feb. 2024 , 10:00pm My son phone is perfect not a startch

Johsaine, 05 Feb. 2024 , 10:01pm I understand that your son needs a working device. Nothing to worry I am here to help. May I know what are the troubleshooting steps you've done so far? [Read]

Erica Jackson , 05 Feb. 2024 , 10:02pm I tried everything. I don’t know any other steps because the phone is not turning on at all

Erica Jackson , 05 Feb. 2024 , 10:02pm At first it was only turning on when you charge it, now it is not

Erica Jackson , 05 Feb. 2024 , 10:04pm I just put it on the charger now

Johsaine, 05 Feb. 2024 , 10:04pm Thank you for all the information you've provided for us not to repeat all the steps you've done already. I may need to ask a few question to isolate the root cause of the issue why your son's device is not turning on. [Read]

Erica Jackson , 05 Feb. 2024 , 10:05pm No problem i am here to assist because my son needs a working phone

Johsaine, 05 Feb. 2024 , 10:05pm I appreciate you for being cooperate with this for us to fix you son's device. [Read]

Erica Jackson , 05 Feb. 2024 , 10:05pm No problem

Johsaine, 05 Feb. 2024 , 10:07pm Thank you so much. I just want to confirm that he is using the Apple iPhone 14 that were going to fix. Is this correct? [Read]

Erica Jackson , 05 Feb. 2024 , 10:07pm Yes the line number is
(770) 589-3613

Johsaine, 05 Feb. 2024 , 10:07pm Got it. May I know if did he tried to update the software before this happen? [Read]

Erica Jackson , 05 Feb. 2024 , 10:08pm I’m not sure if he did

Erica Jackson , 05 Feb. 2024 , 10:08pm I think he did it i am not mistaken

Erica Jackson , 05 Feb. 2024 , 10:09pm But i can get you the imei number

Johsaine, 05 Feb. 2024 , 10:09pm Thank you for that, and I just want to confirm also that the device right now is already not turning on, Am I correct? [Read]

Johsaine, 05 Feb. 2024 , 10:10pm Sure you can also provide that for us to check all the options to fix this and to know what really happens in his device. [Read]

Erica Jackson , 05 Feb. 2024 , 10:11pm Device will not stay on

Erica Jackson , 05 Feb. 2024 , 10:12pm However i can get the imei number from the back of phone

Johsaine, 05 Feb. 2024 , 10:13pm I just want to confirm that I got it correct, you can turn on the device but its stack in apple logo. Is this correct?

And also I appreciate that you can provide the IMEI. [Read]

Erica Jackson , 05 Feb. 2024 , 10:15pm [Image] It does not go any further then this screen

Erica Jackson , 05 Feb. 2024 , 10:17pm How can i access imei if the r phone won’t turn on?

Erica Jackson , 05 Feb. 2024 , 10:18pm I have the number sending now

Erica Jackson , 05 Feb. 2024 , 10:18pm 350808230452049

Johsaine, 05 Feb. 2024 , 10:19pm Since you already done all the basic troubleshooting with the device and I already check all the options that we can to fix this.

The best option we have here is to connect you to our best technical team for us to resolve your son's device issue. How's that sound? [Read]

Erica Jackson , 05 Feb. 2024 , 10:20pm Yes because phone is brand new

Johsaine, 05 Feb. 2024 , 10:22pm I totally understand that and I appreciate your patience with us to fix this. Rest assured that this will be covered by our Best Technical team, I'll be needing a minute or two to connect you to them. Is this fine with you? [Read]

Johsaine, 05 Feb. 2024 , 10:24pm Can you please provide to me your best callback number? [Read]

Erica Jackson , 05 Feb. 2024 , 10:28pm 954-610-7860

Johsaine, 05 Feb. 2024 , 10:30pm Got it. I'll be giving you a call in a few, While I am connecting you to our best technical team, do you perhaps have any other concern related to your plan, bill, promotion to ensure we can make your day great today? [Read]

Erica Jackson , 05 Feb. 2024 , 10:30pm No not at the time just trying to handle one thing at a time

Johsaine, 05 Feb. 2024 , 10:31pm Got it. I'll be back in a few minutes, thank you. [Read]

Erica Jackson , 05 Feb. 2024 , 10:32pm No problem

Johsaine, 05 Feb. 2024 , 10:32pm Thank you so much for that. [Read]

Erica Jackson , 05 Feb. 2024 , 10:42pm Will someone call me or will be remain chatting?

Johsaine, 05 Feb. 2024 , 10:45pm We value your time, Erica. At this moment we experience large volume of call with the Technical team and I am working to get a personal representative for you. Incase we got disconnected over the chat you can also call directly to our Technical team on 611. [Read]

Johsaine, 05 Feb. 2024 , 10:46pm Is it okay if we can you give you a callback? [Read]