Service/network · Offline Notepad

SERVICE/NETWORK SIGNATURE Hey @@@! Thank you for chatting with me. This is Dennis your T-Mobile Messaging Representative today and I’m here to help you with anything you need!

I can understand how that could be upsetting. That’s not the experience we want you to have anywhere, especially at home. Thanks for your patience. Nothing to worry, rest assured that I will do my best to help you.

Thank you for your patience, despite having streaming issues with your current plan. I understand how upsetting that is. This isn’t the experience we want you to have at any time and especially for something this important. Let's get to the bottom of this.

I do want to make sure you're getting the most you can for your money. I can totally understand what you are going through as I’ve been in a similar situation myself. Let me see if there's anything I can do to help you.

PROBING AND BASIC TROUBLESHOOTING STEPS I would like to start with some questions to get more details and identify what’s causing the problem.

Let’s get to the bottom of what’s happening. I would like to start with asking questions to get to the root cause of the problem.

I will have to ask you a series of question so that we can identify the root cause. This will help us track down what’s happening and figure out the best way forward.

Are other devices not having the issue? When did you first notice it? How often does it happen? Have you moved recently? Where are you having coverage issues? Have you had coverage in that location before? What issues are you experiencing exactly? (No signal, dropped calls, poor audio, slow speeds, etc.) Have you completed any troubleshooting with us to try and resolve the issue? Do you have wi-fi in this location?

NETWORK ISSUE - TOWER DECOMISSIONED I understand that you are looking for an update regarding the tower decomissioned within your area. I can imagine what you must be going through. I want to help you get you the answers you need, don’t you worry, we are on this together.

Thank you for patienly waiting. Due to recent T-Mobile merger with Sprint, T-Mobile decommissioned a lot of the Sprint towers, presumably in areas where there are double coverage, this is to cut down legacy networks that is driving massive synergies for T-Mobile.

T-Mobile still plans to remove about 80% of Sprint’s cell sites and upgrade the remaining sites it’s keeping from the portfolio.

It’s a complicated process, involving site-by-site calculations based on customer impact resulting from site abandonment paired with T-Mobile’s timeline for boosting or upgrading coverage in each region with new equipment for 5G service. NETWORK ISSUE DUE TO TOWER UPGRADE - WIFI CALLING I understand you are having trouble connecting through the T-Mobile Network. I truly understand how difficult and challenging that can be for you. I do want to make sure you're getting the most you can for your money. Don’t worry, we are on this together.

We really appreciate your patience here, despite not being able to meet your needs, @@@. We already spoke with our Technical Care Team, and here is their update. Currently one of the towers in your area is having issues due to an upgrade. But you don't have to worry since the duration of the tower upgrade is almost within our reach. After the upgrade everything should be up and faster.

For the mean time to ensure that you have better coverage you can manually restart the device or turn airplane mode on and off (1 minute duration of airplane mode). Another thing to do is make sure that your device software is always up to date.

As of the moment we can only call mobile numbers. But is there perhaps a wi-fi network nearby which you can connect to? Just looking to see so that we can activate wi-fi calling.

Do you perhaps know the steps on how to set-up wi-fi calling? Or would you like me to give it to you to try and see if it will work? Can you please try these steps?

Go to settings
Scroll down then choose phone.
Choose Wi-Fi Calling
Turn on Wi-Fi calling on this iPhone.
Choose Enable.

NETWORK - LOCAL SITE ISSUE DUE TO TOWER UPGRADE I read that you haven't been able to connect to the T-Mobile Network. I appreciate you reported to us about the problem. I do want to make sure you're getting the most you can for your money. We will look on to it immediately.

Upon checking here on our network,the tower that you are currently connected is under tower upgrade so technically our network engineers that specialized with the towers are currently enhancing and upgrading this tower so that this tower moving forward can provide you a much stable and much faster internet connection.

As I have seen on our engineering memo's I found out that there is a local site issue currently active on your area, this is actually a planned maintenance on the towers at your location to provide a better service. Upon further checking here, there is no given time on when this will be fixed, but I assure you that you will be will updated once everything is up and running.

NETWORK ISSUE TROUBLESHOOTING STEPS

For Apple Devices

Tap Settings
General
Transfer or Reset
Reset
Reset Network Settings
Power cycle device

For Android Devices

Put in Airplane mode
Power cycle while in Airplane mode
Turn device on turn off airplane mode

SLOW HINT CONNECTION - REFERRAL TO HINT TECHCNICAL SUPPORT I read that you are having slow internet connection. I can understand how that could be upsetting. That’s not at all the experience we want you to have anywhere, especially at home. Thanks for your patience. Nothing to worry, rest assured that I will do my best to help you.

Let’s get to the bottom of what’s happening. I would like to start with asking questions to get to the root cause of the problem.

[insert probing questions]

I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.

No worries, our colleagues from the Home Internet is better handled to help you with that. They will be able to look into this further and provide indepth troubleshooting steps, since they are specially trained to handle Home Internet Issues.

You may reach them through these numbers at your own convenience:

T-Mobile Home Internet Tech Support: 1-833-669-0567

SERVICE REMOVAL - ACCOUNT TAKEOVER PROTECTION I understand that you are requesting to remove Account Takeover Protection from your line ending with 00000. I understand your situation and know that this is something very important to you. Nothing to worry, I am more than happy to check my resources.

I can confirm that the feature Account Takeover Protection (Port Protection) has been removed from your account.

In line with this, T-Mobile’s Account Takeover Protection feature (formerly referred to as Port Protection) gives the highest level of 100% protection from unauthorized ports when account security is at risk or in requested circumstances.

You can learn more about Account Takeover Protection by T-Mobile through this link: https://www.t-mobile.com/support/plans-features/account-takeover-protection

CANNOT MAKE A CALL - WIFI CALLING - REFERRAL TO TECH SUPPORT I understand that you are unable to make calls. I do want to make sure you're getting the most you can for your money. We love our network and want you to enjoy it too! No need to worry! You got me here now, let work on this together.

Have you moved recently? Where are you having coverage issues? Have you had coverage in that location before? What issues are you experiencing exactly? (No signal, dropped calls, poor audio, slow speeds, etc.) Have you completed any troubleshooting with us to try and resolve the issue? Do you have wi-fi in this location?

But is there perhaps a wi-fi network nearby which you can connect to? Just looking to see so that we can activate wi-fi calling.

Do you perhaps know the steps on how to set-up wi-fi calling? Or would you like me to give it to you to try and see if it will work? Can you please try these steps?

Go to settings
Scroll down then choose phone.
Choose Wi-Fi Calling
Turn on Wi-Fi calling on this iPhone.
Choose Enable.

I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.

No worries, our colleagues from the Phone Technical Support is better handled to help you with that. They will be able to look into this further and provide indepth troubleshooting steps, since they are specially trained to handle Technical Issues.

You may reach them through these numbers at your own convenience:

T-Mobile Technical Support: 1-800-937-8997 From your T-Mobile phone: 611

Since you are calling about a technical issue with your T-Mobile service, please call from a different phone so that they can troubleshoot with you. STREAMING ISSUES - REFERRAL TO TECH SUPPORT - Thank you for your patience, despite having streaming issues with your current plan. I understand how upsetting that is. This isn’t the experience we want you to have at any time and especially for something this important. Let's get to the bottom of this. I would like to start with some questions to get more details and identify what’s causing the problem.

How many bars are you seeing? Where are you having coverage issues? Have you had coverage in that location before? What issues are you experiencing exactly? (No signal, dropped calls, poor audio, slow speeds, etc.) Have you completed any troubleshooting steps to try and resolve the issue?

I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.

You may reach them through these numbers at your own convenience:

T-Mobile Technical Support: 1-800-937-8997 From your T-Mobile phone: 611

Since you are calling about a technical issue with your T-Mobile service, please call from a different phone so that they can troubleshoot with you.

INTERNATIONAL ROAMING ISSUES I understand that you are having trouble using the international roaming feature you paid for. I do want to make sure you're getting the most you can for your money. I can totally understand what you are going through as I’ve been in a similar situation myself. Rest assured, I’m here to take care of this for you.

What country you are currently in? When did the issue started? Have you performed any troubleshooting steps?

Try turning off your mobile device, wait about 10 seconds, and turn it back on. This simple action will often get everything working properly again.
If turning it off and on again didn't work, make sure of the following: -Make sure Airplane mode is off. -Try removing any shell, case, or skin that you have on your device. -Is service available in the country you're visiting or the cruise you're on? Check now: https://www.t-mobile.com/support/coverage/international-roaming-services -Do you have international roaming blocking active on your line? Check now: https://www.t-mobile.com/support/coverage/international-roaming-services

CAN'T MAKE RECEIVE CALLS

If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on.
Check to see if you have a signal. If you don't have a signal, try manually searching for and connecting to a carrier's network within the country you're visiting.
Once you're connected to a network, try making a call to a number that you know works (or try having someone call you).

CAN'T SEND OR RECEIVE TEXT MESSAGES

Make sure of the following: -Your mobile device has a signal. -Wi-Fi is off. -You can make and receive calls.
If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on.
When your device comes on, try sending yourself a text message.

CAN'T USE DATA

If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on. Retest to see if it works now.
If that doesn't work, dial #766# and send the call - this will turn on data roaming in case it is off (if you want to turn off data roaming again later, dial #763#).

I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.

No worries, our colleagues from the International Roaming care is better handled to help you with that. They will be able to look into this further and provide indepth troubleshooting steps, since they are specially trained to handle International Roaming Issues.

You may reach them through these numbers at your own convenience:

International roaming care number +1-505-998-3793

INTERNATIONAL PASS - UNLIMITED CALLING AND HIGH SPEED DATA ABROAD Magenta plans already include up to 5GB of high-speed data and unlimited texting in select countries and destinations. To add an International Pass to make calls and use more data while travelling, please follow these easy peasy steps:

From the T-Mobile app:

Open the T-Mobile app and select Account
Tap Add-Ons next to the Primary Account Holder's line, scroll down, and select Manage Data & Add-Ons
Select the pass you want to add and tap Continue
Select Change Date to choose a start date for your pass. If you don't select a date, it will start immediately
Tap Agree & Submit.

For more information on International Pass, please visit this link:

https://www.t-mobile.com/cell-phone-plans/international-roaming-plans/unlimited-calling-data-pass

DATA PASSES
Data passes allow you to temporarily add or supplement domestic data, international data (in Simple Global countries), and on-network data when needed. Sometimes you want to add some extra data to your existing plan, and that's where data passes come in. We've got various pass types, such as international and HD video that can help you out for a number of reasons, such as:

-You're roaming internationally and you want a higher data speed. -You want the ability to stream HD video for 24 hours on the ONE Plan or Magenta line by turning off video optimization -You're experiencing reduced data speeds after reaching your data allotment.

Follow the steps on this page to Add data pass to see which passes are available for your plan (pass types may vary by plan). Additional passes can be purchased as needed once a purchased pass expires.

T-MOBILE APP

Access the T-Mobile app on your device.
Select ACCOUNT, then select ADD-ONS next to the Primary Account Holder's line.
Choose Manage Data & Add-ons.
Select the check box next to the pass you want to add.
Select Continue, then select Change Date to chose a start date for your pass. If you don't select a date, it will start immediately.
Select Agree & Submit.

T-MOBILE ONLINE

Log in to your T-Mobile account to add a data pass.
Expand + the line you wish to add the data pass to.
Select Manage Data & Add-Ons under that line.
Select the desired data pass from list and select Continue.
Choose a date for the data pass to start. If you don't select a date, it will start immediately.
Select Agree & Submit.

TO ADD FROM A PREPAID PLAN Call T-Mobile Prepaid Customer Service at 1-877-746-0909 for assistance. You can get a 1-day pass or a 1-week (7-day) pass.

TO ADD FROM PREPAID MOBILE INTERNET PLAN Prepaid Mobile Internet (MI) plans provide data service on devices such as laptop sticks, tablets, and mobile hotspots. To add prepaid Mobile Internet, log in to your T-Mobile.com account. http://my.t-mobile.com/

TO ADD FROM A HOME INTERNET LITE PLAN Call T-Mobile Home Internet Lite Customer service at 1-800-866-2453 for assistance. For more information about Home Internet Lite Plan please visit this link:

https://www.t-mobile.com/support/home-internet/t-mobile-home-internet-lite.html

To find out which Home Internet plan will work best for you, use the Data Usage Estimator to get a recommendation based on the amount of time you spend on the most common online content. Please visit this link:

https://www.t-mobile.com/support/plans-features/data-estimator

For more information how data passes can be added and paid for as well as to troubleshoot some common scenarios. Please visit this link:

https://www.t-mobile.com/support/plans-features/data-passes

Just a heads up, data passes are NOT eligible for Home Internet plans.

CAN'T CONTACT PHONE SUPPORT I read that you haven't been able to contact our Phone Support Team. I understand your frustration. For some customers, a lack of phone support is a deal breaker, and that’s completely understandable, but it’s not something we offer at this time. Nothing to worry, rest assured that I will do my best to help you.

I know that my deepest apology won't take away the frustration for reaching us multiple times but of course I'll make sure that I'll give you BEST of the BEST and make your time worth it. FAMILY MODE I can certainly suspend a line if that's what you need. What prompts you to suspend a line today? It's tough parenting a teenager these days. You're a good parent! I have an option that you may want to consider, it's called FamilyMode and it keeps YOU in control of how and when your son uses his phone. Do you want to hear how you can put some limits on your son's phone?

Great questions! Let me send you a one-time PIN to verify your account and give you more information.

For your situation, FamilyMode is actually better than a line suspension because, for $10 per month, it allows you to block your child from using the phone at all, and you can also set limits if you want to allow your son to use the phone during certain timeframes. You can block apps and websites too! I highly recommend it. Does FamilyMode sound like something you want to get started with today?

Great! Does your son also use a game console or other devices? You can also get the FamilyMode Homebase for a one-time fee of $20 which has the ability to control game consoles, laptops, smart TVs, and anything else connected to your wireless network. Would you like to learn how to control your son's PlayStation usage as well for some peace of mind?

Oh, how smart! You can always add the Homebase option later if you change your mind. I've added the FamilyMode to your account. You will manage your son's device through the FamilyLink app on your phone. You should receive a text message shortly reminding you to download the app. Once you have the app, you can start having fun setting those control limits on your son's phone. Do you have any other questions about the FamilyMode feature I just added to your account?

EMERGING ISSUES - CANNOT VIEW CURRENT USAGE I understand that you are unable to view your current usage for this month. I would want to make sure to keep track of my bill and data usage, if I were in your situation. No worries, we will look on to it immediately.

I appreciate you for letting us know what shows in your end. It seems like we do have an on going system updates on the app and website for check usage but do not worry! Rest assured that our team is working on this as quickest as they can so you can monitor your usages soon!

Thank you for patiently waiting. Upon examination, I see here that a lot of users are confronted with this problem. This is an emerging issue that we are presently looking at. Don't worry, all your data usage will be added and compiled, once the system is back in its normal state.

The issue you are experiencing is temporary, However, our technical team is working to resolve this issue.

We are dedicated to providing the best customer experience and are working to complete the enhancements as quickly as possible. An estimated time has not yet been established.

In the mean time you can use short codes to view your usages. For more information, please visit this link:

https://www.t-mobile.com/support/plans-features/self-service-short-codes

I apologize for the inconvenience you are experiencing and appreciate your patience. We have a network outage in the area you are inquiring about. Although there is no estimated repair time available, we are working diligently to correct the issue.

SLOW INTERNET - MAX DATA REACHED - DATA ROAMING When you travel outside of T-Mobile's U.S. network areas, your phone automatically switches to use one of our wireless network partners where available when you have data roaming enabled.

https://www.t-mobile.com/coverage/coverage-map

T-Mobile coordinates with these partners to give our customers connectivity outside of our network. T-Mobile does not charge an additional fee for this service, but because we do not own these networks, there are limitations to data use.

T-Mobile does not charge for domestic roaming data. You will receive a free usage alert via text message to notify you when you’re approaching the end of domestic roaming data available for that area, and a second alert when you reach it.

Once you've used all of your domestic roaming data in a bill cycle, your data services may not be available until you return to a T-Mobile coverage area or until your next bill cycle.

512Kbps (3G speeds) 256Kbps (2G speeds) 128Kbps (also 2G speeds)

The best way to see your active network (roaming domestically) is to go into the phone settings and look for the mobile network or phone status options. The process varies by device, and you can find it in your user guide.

When roaming on these networks, you'll receive free usage alerts via text message to alert you if you approach/reach your available domestic roaming data. You can review the T-Mobile coverage map prior to traveling to determine if your destination is within a T-Mobile or partner network area.

For more information on Domestic roaming data please visit this link: https://www.t-mobile.com/support/coverage/domestic-roaming-data

SERVICE PLAN INQUIRY I understand that you like to know more about [plan/service]. I totally understand that we want more information and understanding on our current plan. No worries, allow me to pull up your account and check the details on the account. Please bear with me.

POSTPAID PLANS

PHONE PLANS Base Essentials (TE) - 1 line: $45 T-Mobile Essentials - 1 line: $60 w/ AutoPay or $65 Regular Magenta - 1 line: $70 w/ AutoPay or $75 Regular Magenta Military - 1 line: $55 w/ AutoPay or $60 Regular

Essentials 55+ (TE) - 1 line: $40 w/ AutoPay or $45 Regular Magenta 55+ - 1 line: $50 w/ AutoPay or $55 Regular

Magenta Max 55+ - 1 Line: $65 w/ AutoPay or $70 Regular Magenta Max - 1 line: $85 w/ AutoPay or $90 Regular Magenta Max First Responder - 1 line: $70 w/ AutoPay or $75 Regular Magenta Max Military - 1 line: $70 w/ AutoPay or $75 Regular

Unlimited Talk & Text - $20

MOBILE INTERNET PLANS Magenta Deaf (DHH) - $60 w/ AutoPay or $65 Regular Magenta Tablet - w/ voice line $20 w/ AutoPay or $25 Regular | w/o voice line $60 w/ AutoPay or $65 Regular MI 500mb to 50GB - $10 regular or $5 w/AutoPay MI 100GB - $55 Regular or $50 w/ AutoPay MI for hotspot - $10 w/ AutoPay or $15 Regular T-Mobile Essentials Tablet - w/ Voice line: $15 w/ AutoPay or $20 Regular | w/o line: $60 w/ AutoPay or $65 Regular T-Mobile Tablet 500mb - $10 regular or $5 w/AutoPay T-Mobile Unlimited Tablet - w/ Voice line $20 w/ AutoPay or $25 Regular | w/o line: $60 w/ AutoPay or $65 Regular

HOME INTERNET PLANS Home Internet Lite 100GB - $50 w/ AutoPay or $55 Regular Home Internet Unlimited - $50 w/ AutoPay or $55 Regular

WEARABLE & DIGITS Apple Watch Standalone - DIGITS: Data with paired DIGITS DIGITS: PROXY by DIGITS DIGITS: Talk & Text Magenta Wearable Simple Choice Wearable SyncUp KIDS Watch T-Mobile Unlimited Wearable TIMEX FamilyConnect watch

Marcelino, Dennis Feb 27, 5:11 AM (Edited) SUSPENDED PHONE - STOLEN - NETWORK ISSUE I understand that you're getting notified of "Not connecting to network" after restoring your phone from suspension. I understand the problem. It seems to have been really frustrating. Nothing to worry, rest assured that I will do my best to help you.

Can you turn on airplane mode for at least 3-5 mins and turn it off again once you are already done then completely restart the phone as I do troubleshooting on your line as well?

Thank you for letting me know about this. Upon further review of your account. It seems that your phone was suspended after losing it. I am really sorry that happened, I'm sure we can have this solved for you as soon as possible.

For this, lets try restarting your phone again as a troubleshooting step. Since your phone was recently just suspended, mostly what you have to do is to restart it.

After restarting your phone, would you mind telling me how was the texting and calling and if you can provide a screenshot of the status as our reference?

Since the account/device restoration was initiated just recently, please allow 2-4 hrs for the service to be fully restored.

I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.

Since it was just recently restored, it would need 2-4 hours for the service to be fully restored.

Thanks for proviging the screenshots. Please give me a minute while I figure this out for you. I appreciate your patience.

This should be fixed by 2-4 hours. I've checked your account and everything is properly set up and should be working now. I shall contact you as soon to check if the issue still persists.

May I arrange for an update call, at a time most convenient for you? Kindly provide your preferred time of the day and contact number please.

Awesome, can I call you under the line ending with XXXX? I will get in touch with you with the latest update. I assure you to fix your issue. I will contact you shortly.

MOVE E-SIM TO NEW PHONE

Request for EID. Kindly go to Settings> About Phone> Sim Status(sim slot 2), scroll down and locate EID.
Send OTP
Send QR code to email

SCANNING QR CODE USING APPLE DEVICE

From your iPhone device, Open the Camera app from the Home Screen, Control Center, or Lock Screen. Select the rear facing camera. Hold your device so that the QR code appears in the viewfinder in the Camera app. Tap the notification to open the link associated with the QR code.

For your reference, https://support.apple.com/en-us/HT208843

E-SIM TUTORIAL https://www.t-mobile.com/support/tutorials/topic/esim Mar 15

he first thing to try when your iPhone says Invalid SIM is to turn Airplane Mode on and back off. When Airplane Mode is on, your iPhone disconnects from cellular and wireless networks.

If you see 'invalid SIM' or 'no SIM' on your iPhone or iPad If you get an alert that says Invalid SIM or No SIM Card installed, follow these steps.

Make sure that you have an active plan with your wireless carrier. Restart your iPhone or iPad. Check for a carrier settings update. Go to Settings > General > About. If an update is available, you'll see a prompt to select OK or Update. Remove your iPhone SIM card or iPad SIM card from the SIM card tray and then put the SIM card back. Make sure that the SIM tray closes completely and isn’t loose. If you use a SIM tray from a different model iPhone, iPad, or from another phone manufacturer, it might not fit properly. Try using another SIM card. If you don't have one, go to your carrier's retail store and ask them to test with another SIM card. You might need to replace your SIM card. Mar 29

FAMILY MODE:

I've added the FamilyMode to your account. You can manage your family members device's through the FamilyLink app on your phone. You should receive a text message shortly reminding you to download the app. Once you have the app, you can start setting those control limits on your family member's phone. Apr 12

Mendoza, Donna Rio Apr 12, 2:42 AM (Edited) TROUBLESHOOTING Empathy/acknowledgment spiels:

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 31 Aug 15

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

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.

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

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? Emelo, Jasminne Rose added you Oct 19 Ong, Jaliha added Palagtiw, Prence Philip Nov 1

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? Nov 9

It must have been exciting to travel to those famous country! Nothing to worry, I'll go ahead and check this for you so you won't have to go through hassle when you get there.

Good news! I am glad to share that your T-Mobile plan is already enabled with the international roaming feature, and it covers, Santa Lucia (all 215+ countries you wish to go) enabled with seamless connectivity.

You can enjoy FREE unlimited 5G data, text and for calling with discounted rate at $0.25/minute.

You can also check this link for more information: https://www.t-mobile.com/support/coverage/international-roaming-services?cmpid=hw_send Nov 11

Mon

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.

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. Tue

Set expectation on service when travelling:

Service availability varies on the area you are visiting that's why connection may slower than you usually got but no worries! you can always turn on your roaming data to connect with our roaming partner in case you encounter this again in the future. Wed