Troubleshooting

** ADVISEMENTS BEFORE TS

Since we will be needing to do a basic troubleshooting, I just want to set expectations that I might be asking some questions so it will lead us to the right steps on how to fix it. If the steps didn't work, you don't have to worry! Id can definitely get you one of our technical experts over the phone to help you out. Would that be fine with you?

**PROBING QUESTIONS

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• What issues are you experiencing exactly?

• Have you completed any troubleshooting with us to try and resolve the issue?

• Have you performed any troubleshooting on the device yet?

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• May I know when did it start to happen? Like for how long you're experiencing this?

• May I know how often you're experiencing this issue?

• When did you first notice it?

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• Have you moved recently?

• Where are you having coverage issues?

• Have you had coverage in that location before?

RESET NETWORK SETTINGS:

Let's proceed with the next troubleshooting steps, it is to perform a reset network settings. Just a heads up that this will delete any saved Wi-Fi or Bluetooth. Please create a backup first. Here are the following steps:

(For iPhone)

May you please try this steps:

Tap on Settings from the Home screen.

Next, tap General.

Scroll down to and then tap Reset to continue.

Select the option to Reset Network Settings.

Then tap the option to confirm network settings reset.

(For Android - you can check the specific model to make sure)

From the Home screen, swipe up on an empty spot to open the Apps tray.

Tap Settings > General Management > Reset > Reset all settings.

Tap Reset settings.

If you have set up a PIN, enter it.

Tap Reset.

The device will restart to perform the reset of settings.

Network maintenance:

= Oh found it! It shows here that the main reason why the service is somewhat not working was due to the ongoing upgrade on the towers on your area. Actually, our engineering team provided us a ticket number (put the ticket number) to let us know that they are working on it. Nothing to worry, once this is done your service will be much better. From time to time try to restart the phone to see if it's working already.

= Do you happen to have Wi-Fi at home or on your place? Cause if yes, for the time being try to using your WIFI to use the data, then try to use some messaging application like hangouts or messenger to send messages or call as well. I have full notation on the account regarding your experience so rest assured this will be on the report as well. Hoping for your patience, Cx!

Setting expectations:

= I appreciate you taking your time to contact us about this today. Just wanted to set expectations that we may do some basic troubleshooting and this may take time.

= This is to make sure that we can help resolve it for you as much as possible and if ever the basic troubleshooting was not able to help fix the issue, we may have to transfer you over to our technical team for a more complex troubleshooting. Would this be fine with you?

IRATE SERVICE ISSUE//

= I apologize for the inconvenience you are experiencing and I understand your frustration. Keeping you connected at all times is important to us and we value your business. Please know that we are doing all we can to complete the enhancements as quickly as possible to improve our service.

That's alarming! I can definitely help you check your problem with your service. I'll be asking service of questions so we can identify the issue.

We love our network and want you to enjoy it too. I've experienced the same thing before. Rest assure I will get you back up and running.

We appreciate you for bringing this up. Good service is certainly necessary. Rest assured that I'll do my best to have it resolved for you. We value your effort in letting us know about the issue.

I know how important it is to stay connected to those who matter most.

Oh, I totally understand that, NAME. I'm a customer as well and I want to make sure that you have your services up and running when you need them the most.

PROBING QUESTIONS (Duration)
When did you first notice it? When did this started to happen? When did your phone started having this issue?

(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?

Is there a specific time or location where this issue occurs more frequently?

(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?

(Many More) Are there any services affected on your phone? Just to clarify when you said that your phone is not working, do you mean it's not turning on Have you done anything to address the issue? Could you please tell me more about what's not working?

If you're having trouble with your data connection, could you let me know what happens when you try to use it?
Could you tell me more about what happen to your phone? Has your mobile device had physical or liquid damages? Is your network having trouble receiving calls and messages? Does the device turn on? Have you tried turning off/on your phone? Is your software updated? Could you give me some background about this issue?

SET EXPECTATION FOR BASIC TS Since we will be needing to do a basic troubleshooting, I just want to set proper expectation that I might be asking some questions so it will leads us to the right steps on how to fix it. If the steps didn't work, you don't have to worry. I can definitely get you one of our technical experts over the phone to help you out. Would that be fine with you?

Just to set proper expectations, I'll be asking a couple of questions here in order to funnel down the root cause of the issue you were having. We'll do basic troubleshooting on my end. Yet, if the issue won't suffice, we'll be coordinating with technical department for advanced help. Will that be okay?

I appreciate you for letting me know! T-Mobile want to make sure that everything will be fixed for you today so we can lessen your efforts moving forward and for us to drill down the main issue, we may need to ask series of questions which we will be needing your full cooperation so we can perform basic troubleshooting steps on our end.

Shall we proceed?

AFTER BASIC TROUBLESHOOTING We have tried our basic troubleshooting steps yet the issue still persist, I am going to transfer you to our technical team since they have more tools to help you with . May I ask for the best callback number for us to call you?

REFER TO TC Please do not worry, I would like to refer you to contact Tech support. I am positive that they are more equipped to handle your concern and can work with you toward a resolution.

CALLING CUSTOMER Hello, Name! I am Rose from T-Mobile, the one you are talking on chat. I am now running a test if my call will drop after few minutes. It's seems that the call is now improving. Could you try calling someone to test if the call will still drop after this call. Thank you!

ESCALATION TICKET It seems that you are still experiencing the same issue. I will file an escalation ticket to make sure it will be prioritized.

ESCALATION TICKET FILED

I already file an escalation ticket for you. Here's the ticket number for reference: Ticket ID #XXXXXXX. This will take 48 to 72 hours maximum for you to receive a resolution from our Engineering Team.

CALLING TECH This is Melsie from T-Mobile messaging, I do have a cx on the other line. She is having issues in texting, calling and data. We tried all the possible troubleshooting on the fix flow and ever since has no improvement.

LOCAL SITE AND MODERNIZATION SPIEL Thank you for sharing your experience with your coverage, and we will absolutely look into this to make sure that you will get better services in the next days to come. The only reason why we are still experiencing random network issues is because of the continuous tower modernization/repair that our Engineering Team is currently doing and by the time its fixed you will definitely experience a fully optimize service.

OUTAGE EDUCATION
I just want to be transparent with you that as of the moment, T-Mobile is experiencing voice, text, data and messaging issues that is intermittently impacting our customers in your area, Yet, don't worry, I'll do my best to exhaust my resources here for you.

OUTAGE STEPS I really appreciate that, NAME! Here are the steps that can be followed:

Turn ON airplane mode for 20 seconds.

Restart device

Turn OFF airplane mode

Reset network settings

Please be advised that once we perform the network setting s reset:

-Stored WI-FI networks and Bluetooth devices will be deleted.

-Background data sync settings will be turned on.

-Data restrictive settings in applications that were manually turned on/off will be reset to the default setting.

-Network selection mode will be set to automatic.

Here's the steps as well for you to process the reset network settings on your phone:

From the Home screen, tap Settings > General > Transfer or Reset iPhone or iPad > Reset.

Tap Reset Network Settings

*if prompted, enter PIN or Password.

Confirm selection.

Once done, kindly check if your connection will work. Don't worry, I'll stay here on the chat and wait for your update.