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? 

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I understand the importance of having a working phone and service especially when staying in touch with work, family and friends. We definitely want to get you back up and going like normal. No worries, I can definitely check what's going on.

Let me help you with some troubleshooting steps that we can easily perform here in messaging, if these steps don't do the trick, you may need to get in touch with our technical care department. Sounds good? 

We can definitely ask coordinate with our Technical Care experts/ T-Mobile Home Internet Tech care to have advance troubleshooting and fix the issue right away.  I can call you now and connect you to them if you are available.  You may also call them directly at 611 or 1-800-937-8997.