TS FLOW

TECH Support Directory:

https://c2.t-mobile.com/t-mobile-directory/tech-support-queues

CANCEL LOC

• Alright, thank you so much for that.

• To begin, please turn on the airplane mode of your device and then turn off the device for about 2 mins.

• After 2 mins, Turn on the device and turn off the airplane mode.

• I will be refreshing your connection to our tower while the device is turned off.

• Please let me know if you are about to turn off the device so that I can refresh it while the device is off

MODERNIZATION

I see that there is an ongoing modernization in your area and in some cases, customers may have temporary intermittent service interruptions

I understand the situation. Rest assured, our engineers are working on it! We’ll have you back up and running soon.* While you have me, what I will do is refresh the connection of your device to our main tower and allow it to recalibrate to ensure that it is fully getting the maximum potential signal that it could get. Does this work?

LOCAL SITE ISSUE

Got you! We appreciate you waiting. I see that there is an ongoing local site issue, in your area and some other customers may be experiencing the same issue too.

XFER TO TECH

I appreciate you giving it a try with me, you've been really patient and cooperative. Though we already tried all the suggested steps here on my end, we might need to seek further help from our dedicated tech team so they could assist you with advance troubleshooting.

I will personally transfer you over, to make sure you will be in good hands. Is it okay with you?

--

FLOW

Intro:

Hi, this is Ann from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

AER:

Oh no! I know that network connection is a necessity nowadays and I totally understand why it needs immediate action. Don't worry! We'll figure it out together. I rely on my internet for a lot of things as well. I totally understand how important this is for you. We definitely want to get you back up and going like normal. Let's check on a few things and work towards resolving this issue today. We’re always expanding our network. We may not have made it to you quite yet but we’ll see how we could make your T-Mobile Service connection more stable.

Set Expectation:

Just to set your expectation that I'll be asking series of questions for us to determine the issue. and if in case the issue still persists after the steps we're going to do together, I can call you and get you connected to our Technical Care Experts for advanced assistance. Are we good to proceed?

We'll have to do basic troubleshooting steps here on my end, and if in case the issue still persists after the steps we're going to do together, I can call you and get you connected to our Technical Care Experts for advanced assistance. Are we good to proceed?

Probing:

Can you check how many signal bars you see? May I also know what troubleshooting steps have you done so far?

Scenario 1: My device isn't working.

Potential Probing Questions:

• What exactly about your device isn't working? (Situation)

• How long have you been having this issue? (Duration)

• Does this issue happen everywhere or just in specific places? (Location)

Scenario 2: I can't access the internet.

Potential Probing Questions:

• Is this happening with a specific application? (Situation)

• How long has this been happening? (Duration)

• Where do you run into this issue? (Location)

Scenario 3: My service keeps going in and out.

Possible Probing Questions:

• What shows on the device screen when you have the problem? (Situation)

• When did this start? (Duration)

• Where are you experiencing this issue? (Location)

Troubleshooting

Actions on your end:

Check if Lines are Active
Check coverage maps
Check device settings
Test signal strength/speed test
Check SIM card (and IMEI)

Possible Resolution:

Power cycle device
Turn off device > Remove and re-insert Physical Sim > Turn on device
Reset Network Settings
Cancel Loc
OTA

Not Resolved:

We have exhausted all the basic troubleshooting steps on our end and I appreciate you working with me. We might need advanced troubleshooting steps with our Technical Care Team over the phone. Should I go ahead and call you now?

Otherwise, I may create a complaint ticket on your behalf so they may check without taking your time on the phone. How would you like to proceed?

IF there is site issue:

I see that there is an on-going network enhancement in the address that you provided, but not all services are affected. The good thing is, once this is complete, you can expect a faster and better service at this location!

IF cx asked when it'll be restored:

Our Site Engineer is working double-time to address the issue. Rest assured that it'll be fixed in no time. Here's the ticket number for your reference.