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--Slow data connection

I really appreciate you taking the time to bring this to our attention. As much as possible, we want you to have a better connection, especially nowadays. Let me help you with that! Getting this issue fixed as fast as possible will be my goal. May I have your complete address please?

I understand that you're experiencing issues with your service. Rest assured, we'll go through some basic troubleshooting steps to enhance your coverage.

Additionally, could you tell me how many signal bars you're currently seeing on your device?

We do appreciate you for waiting! There is currently local modernization on the area that affect the services coverage. No worries, our Engineering team is already aware of the issue and already working on it.

As much as possible, I want to extend all the help that I can offer.

Sure, thank you for confirming, Leslie! We will be conducting some basic troubleshooting which will include a temporary suspension of line 3143. There's no need to worry as we will promptly restore the line and this process will not incur any fees. Following this, we will refresh line 3143 to improve its coverage. Shall we go ahead with this process?

Thank you for the confirmation xxxx! We will be conducting some basic troubleshooting which will include a temporary suspension of line 1558. There's no need to worry as we will promptly restore the line and this process will not incur any fees. Following this, we will refresh line 1558 to improve its coverage then we will provide the steps to process a Reset network setting and restart the device afterwards. Shall we go ahead with this process?

No worries, the line is already active and I have successfully refresh the line ending in 3143. May I ask if you could please follow the reset network setting and restart the device for us to see also if you were able to gain a better connection, please?

If you're using iOS or iPadOS 15 or later, tap Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. If you're using iOS or iPadOS 14 or earlier, tap Settings > General > Reset > Reset Network Settings.

The line is already active and I have successfully refresh the line ending in 7843. May I ask if you could please follow the reset network setting and restart the device for us to see also if you were able to gain a better connection, please?

Please be advised that Resetting network settings essentially means reverting all your network-related settings back to their original factory defaults. This process can help resolve any issues that might have been caused by incorrect or corrupted network settings. However, please note that this action will disconnect you from any network you're currently connected to and you will need to re-enter your Wi-Fi passwords. Could you confirm if you've successfully completed the network settings reset and if it has improved your connection?

Fantastic! It's wonderful to hear that things are now up and running! Could you please conduct a few more tests? Try making a phone call, sending an SMS, and using your data service to browse the internet.

That's great news! It seems like all your services - phone call, SMS, and internet - are functioning properly now. If you encounter any issues in the future, don't hesitate to reach out. We're here to help!

Appreciate your patience! You should be seeing some signal bars now. Could you please attempt to send a text message, surf the web, and make a phone call to check?

Thank you for your patience! I'm still on the line as the Technical Care experts are currently experiencing high volume. Could you please let me know when you would be available for advanced troubleshooting?

MANUAL NETWORK SELECTION

Since you're travelling abroad. Please be advised that your connection will be based on the available Roaming Partners at France. May I ask if you can try each Roaming Partners Network and confirm which Roaming Partners have the best coverage on your area, please?

Please update me once you're done, alright?

On your available time, you may contact our Technical International Roamers hotline 1-505-998-3793. No worries, it is a Toll Free hotline and you won't be charge once you make a phone call to this hotline.

CALL FORWARDING

Please dial ##004# to Resets call forwarding to default . Then do reset network to refresh the device

We're sorry to hear about the difficulties you're experiencing, Myia. It seems there might be network congestion at your location, which can affect your connection quality. To help improve your situation, we recommend resetting your network settings as a basic step to refresh your connection to the network. This action can help your device re-establish a better connection. We truly value your patience and understanding as we work through this issue together.

In addition to resetting your network settings, here are some further troubleshooting steps you can take:

Check for Outages: Use the T-Mobile app or website to check for any known service outages in your area that might be affecting your connection.

Reboot Your Device: Sometimes, simply restarting your device can help resolve connection issues.

Perform a Speed Test: Conduct a speed test using the T-Mobile app or a speed test website to assess your current connection speed. This can help determine if the issue is related to network congestion.

Optimize Device Placement: If you're using a T-Mobile Home Internet gateway, ensure it's placed in an optimal location within your home for the best signal reception.

Avoid Peak Hours: If possible, try to use your device during off-peak hours when the network is less congested.

Wi-Fi Connection: Whenever available, connect to a Wi-Fi network to alleviate some of the demands on the cellular network.

We understand how important a reliable connection is and appreciate your cooperationas we work to resolve this issue. If these steps do not improve your connection, please reach out for further assistance.

Network Troubleshooting Probing Questions SITUATION

I am sorry to hear that you are having some technical concerns today. Can you tell me more about what’s not working? (Customer clarifies that they have no data)

Do you know what happens when you try to use Wi-Fi? Does the internet still work?

Do you get any error messages when this happens?

At the top of the device, do you see signal? How many bars?

Do you see 2G, LTE or 5G at the top of the device?

If on Wi-Fi, how many bars of Wi-Fi Signal do you have?

Does this only happen when you are on Wi-Fi?

Does this only happen on 1 device or multiple?

Does this happen only with Android? Or also on iPhones?
DURATION

Can you tell me when this started?

Can you tell me when the last time you were able to use data with no issues?

Since this issue started, has it been like this 100% of the time or has it started working and stopped?

Has this ever worked for you? If so, do you remember when that was? LOCATION

Does this happen everywhere you go?

Is this specific to 1 or a few areas?

 If yes, get the address.

Do you know a location where this does work for you?

 (within 7-10 miles)

Does this happen when you are inside?

 If inside, what floor does this issue happen on?

       Basement, 1st floor, 2nd floor

 What type of building is it?

       Wood Construction

       Metal Building

       Apartment Complex

Does this happen when you are outside?