Troubleshooting Spiel

Hi, this is Errol from T-Mobile, I’m here to help. Apologies to hear you're having service issues. I understand the importance of a working phone and we'll be sure to assist you with this. Just to confirm, May I know when did this started to happen?

I'll definitely appreciate your effort with this and as part of our troubleshooting process, May I have the sim number of the phone so I can check if it's listed under your line? It's located at the back of the sim and starts with 8901. You can also try and check it at settings > about

I do see here that everything is properly provisioned. Let's do some troubleshooting steps. Can you please enable airplane mode and power off the phone for at least 20 seconds and turn it on again and disable airplane mode? I'll go and refresh your connection while you're at it. Thanks for waiting. I've reviewed the account and I see that everything seems properly provisioned and I want your issue to be fixed asap. I may have to transfer you to our technical care department for further assistance with advance troubleshooting steps and may I know if you're available for a call right now?

Now to set expectations, waiting times might be longer during these times. If you want, I can either wait with you while I connect you to an available rep or I can either call you tomorrow once waiting times are shorter. Which one would you prefer?

Please believe this is not the experience that we want you to have, . We can try to do some basic troubleshooting steps right now to address your signal issues but if the issue persists, you don’t need to worry, we can definitely ask some assistance with our dedicated Technical Care team to do a more advance troubleshooting steps so we can fix this one for you. Sounds good?