I am here to help as much as I can

[tmobileman]

Originally Posted by gyrlonfilm

hi tmo-man,

i have a question for you. i have mv favs, and i need to delete a number that is currently a myfavs contact. i tried to do this on mytomible.com, and it will not let me delete the number from myfavs unless i put in a new number.

the old number is my mom's old home phone but since she moved and is using her cell phone as her main #, (i already have this plugged in as a contact) i have a free contact. i am not planning on adding a new myfav contact yet to make five, but is there a way to delete the old number from my myfavs and just leave it open for when i am ready to add a number?
thank you!

by the way, thanks for answering our questions on here, despite all the complaining from some of us.

Oh you're more than welcome, the answer is once there is a contact in the slot there is no need to delete it so the option to leave the contact free is not available after the first time you program someone in, so just know that it doesn't matter if you're not using that number anymore it's the same thing as leaving it open. I will make a suggestion though at work to allow the user to delete the contact all together and leave it blank, I guess I can see it as a benefit that way you it's easier to remember which one is open and you might remember to program a new number in, not saying this will change but I will submit you're idea.

[jslo75]

Originally Posted by jslo75

I'm new here and I joined hoping to get some help! Since I saw that you work for t-mobile I will ask you. I have contacted t-mobile several times in the past 3 or 4 days, as well as several others affected by their service outage. I live in Williamson WV, I have been a customer for over 4 years now and have never had any complaints until recently. My friends family and I and several others have contacted t-mobile over and over about not having any service after a big storm 4 days ago. I know there is a tower here......someone posted a picture of it on here. It's actually located on a 70 ft pole. There are also customers that are 25 minutes away in Pikeville , KY that are experiencing the same trouble. When we call no one seems to care and no one is resolving the problem. What do you suggest? My friend is a diabetic that uses her cell phone as her primary phone.....she's type 1 diabetic so it's mandatory that she have a phone and it's going on 5 days now that we are without service. Help please?

Hi, I am hoping for any suggestions. I am still without service and I have called too many times to count and keep getting differant answers from differant reps. I have been without service in my area for 8 days now. No one seems to care. I asked if they knew if they were ever getting the issue resolved and they said they couldn't tell me when our tower was being fixed! There are several affected by this. I really don't understand why no one is doing anything about it? The last rep told me that they took the tower down for spectrum problems?! Shouldn't I be allowed out of my contract for this? I have been a customer since spring of 2004. I've always paid on time, it's automatically withdrawn from my checking account. I have 3 lines on my account. All they can offer my as solice is that they will give me 300 minutes for free which means nothing if you don't have service!!! I'm very upset as well as the others that are without service for 8 days now. Any suggestions?

[tmobileman]

Originally Posted by jslo75

Hi, I am hoping for any suggestions. I am still without service and I have called too many times to count and keep getting differant answers from differant reps. I have been without service in my area for 8 days now. No one seems to care. I asked if they knew if they were ever getting the issue resolved and they said they couldn't tell me when our tower was being fixed! There are several affected by this. I really don't understand why no one is doing anything about it? The last rep told me that they took the tower down for spectrum problems?! Shouldn't I be allowed out of my contract for this? I have been a customer since spring of 2004. I've always paid on time, it's automatically withdrawn from my checking account. I have 3 lines on my account. All they can offer my as solice is that they will give me 300 minutes for free which means nothing if you don't have service!!! I'm very upset as well as the others that are without service for 8 days now. Any suggestions?

You have been a customer since 2004...well then it's obvious that tmobile hates you why else would we take away service for 8 days from you out of 4 years. <----sound ridiculous? It was meant to, man obviously you are having issues and others are too, your asking a cust service rep to tell you when the tower is going to be fixed or the issue with spectrum is going to be resolved...do you realize that the cust care rep probably doesn't even know what spectrum is? They are reading information that is passed along from the technicians that work on the network. I am sorry that you have been impositioned for 8 whole days, but come on there are issues from time to time that take time to resolve, what would you like the CSR to do for you run out to you and put up a new tower? This isn't a reflection of how you've been as a customer so stop victimizing yourself and just realize that the network is having issues and we will fix it I promise, I don't know what the deal is in your area, but call up, don't get impatient and let somebody help you.

[jslo75]

Wow, that's the customer service that I've been getting on the phone. I wasn't victimizing myself............I made it clear there are others that are suffering also. Yes I know that networks have problems from time to time. T-mobile isn't the only service I've ever had or encountered. Being a customer that long should count for something and it does to other people.But really going 9 days now without service , I think that we have been very patient. I don't think anyone would want to pay over $100 a month and not be able to use the service they pay for. I don't think you would like to do that.It's really easy to sit there and say that when it's not affecting you. I understand that t-mobile is a big corporation and has alot of customers to handle and alot of territory but that isn't my problem. I have talked to 7 differant "representatives" and I have spent alot of time on the phone with them. Why would I realize who answers the phone? If they can't give answers to technical problems then t-mobile should have someone that can. I have been very nice about it and I think that your reply was hateful and unnecessary. That attitude is why I'm going to switch my service and inform the rest of the customers that live here and my family of all the calls I've made and your reply. No one at that company cares that we don't have service....I've got it , thanks for the help!

[williamstora]

Hi there,
I have a question regarding roaming and the charges I`ll incur. So right now I`m in canada and I want to talk to or text people back home in the US. So I have 2 options:

text and pay 15 cents every message I send (which is the cheaper option because the people I`m texting wont get charged and I won`t get charged for incoming messages (both me and my friends have texting plans))

or call and pay 20 cents long distance and 50 cents roaming per minute for me (which I am willing to do... talking is important ) but here is my question: will the people receiving my call get charged (because its a long distance call even though both our area codes are the same).

Essentially I want to make this as cheap as possible for everyone involved, but I`m willing to pay as long as the people i`m talking to dont get charged. How can I make this as pain free as possible?

Thanks

[gyrlonfilm]

thanks for your help!

[Barciurek]

Originally Posted by williamstora

Hi there,
but here is my question: will the people receiving my call get charged (because its a long distance call even though both our area codes are the same).

Essentially I want to make this as cheap as possible for everyone involved, but I`m willing to pay as long as the people i`m talking to dont get charged. How can I make this as pain free as possible?

Thanks

No, people that you call will not get charged unless of course they are roaming themselves.
Essentially they don't have to know you're roaming so they can't be charged roaming charges.
They will never get charged for INCOMING long distance call...

[tmobileman]

Originally Posted by jslo75

Wow, that's the customer service that I've been getting on the phone. I wasn't victimizing myself............I made it clear there are others that are suffering also. Yes I know that networks have problems from time to time. T-mobile isn't the only service I've ever had or encountered. Being a customer that long should count for something and it does to other people.But really going 9 days now without service , I think that we have been very patient. I don't think anyone would want to pay over $100 a month and not be able to use the service they pay for. I don't think you would like to do that.It's really easy to sit there and say that when it's not affecting you. I understand that t-mobile is a big corporation and has alot of customers to handle and alot of territory but that isn't my problem. I have talked to 7 differant "representatives" and I have spent alot of time on the phone with them. Why would I realize who answers the phone? If they can't give answers to technical problems then t-mobile should have someone that can. I have been very nice about it and I think that your reply was hateful and unnecessary. That attitude is why I'm going to switch my service and inform the rest of the customers that live here and my family of all the calls I've made and your reply. No one at that company cares that we don't have service....I've got it , thanks for the help!

That is not what I said, I was being sarcastic to prove a point, it's not that we don't care about you and of course we want you business, my reply was not hateful, or at least not meant to be so stop with your drama. All that I was saying is that the network having issues is not intentional to you. I was giving you real advice how can you say I don't care, obviously I do or I wouldn't spend my free time when I am not at work listening to customers in my ear for 8 hours a day and doing my best to help them stay with tmobile regardless of how unreasonable they are about the smallest things, obviously I do care or I wouldn't be here so quit with the drama, sorry again that your service is not working correctly, once again I AM SORRY AND HOPE THAT YOU UNDERSTAND THAT TMOBILE CARES ABOUT YOU BEING HAPPY WITH OUR SERVICE. Being a customer for as long as you have does count for something and I am not discounting that but you made it sound like because you have been a good customer the network should not have issues or affect you when it does. The rep that answers the first time you call doesn't know anything technical and For your information there are reps that do they are in TECHNICAL SUPPORT, and I am sure that a CSR would love to help you and transfer you to them so that we can find the answers that you need, and resolve the issue. So again I am sorry that you are sensative and think I am being hateful by taking my free time to address your issues with the company that believe in and that you have believed in for 4 years, I do think though that you're over reacting a bit to what i said, sorry for using humor to prove a point, I am just sorry that I didn't take your call because I would have done my best to help you.

[kansaigirl]

Tmobileman - Hopefully you can help get this straightened out...

I am trying to use a service called You Mail to transcribe voice mail and send me SMS messages. However, You Mail uses the same back end company as Yahoo Finance. The support people at the back end provider tell me they've been having problems with TMO (Yahoo Finance txt spam - which started this odyssey), and the support people at You Mail say their messages are being blocked by TMO and Verizon. The back end company support said I might have to go to Tier III to talk to someone who knows what I'm talking about...

The answers I've gotten so far are: reboot the phone (BB Curve, I reboot it every night), reload the phone's o/s (I've done that once already and would like to avoid doing so again, if possible), call from another phone (TMO is my phone company; that's why I'm calling from my cell), blah blah.

I advised the Tier 1 tech (who initiated the conversation in Spanish - not sure how I got in that queue) that the other two providers' records seem to indicate that TMO is blocking the short codes (3 in particular), but he didn't buy it.

I don't subscribe to any TMO alerts, and I can't seem to find a way to enter in the short codes that I want. There is documentary evidence that TMO has blocked short codes before (T-Mobile blocks Twitter? | Alternageek Tech Show).

What can be done to fix this problem?? Thanks for your help!

[tmobileman]

Originally Posted by kansaigirl

Tmobileman - Hopefully you can help get this straightened out...

I am trying to use a service called You Mail to transcribe voice mail and send me SMS messages. However, You Mail uses the same back end company as Yahoo Finance. The support people at the back end provider tell me they've been having problems with TMO (Yahoo Finance txt spam - which started this odyssey), and the support people at You Mail say their messages are being blocked by TMO and Verizon. The back end company support said I might have to go to Tier III to talk to someone who knows what I'm talking about...

The answers I've gotten so far are: reboot the phone (BB Curve, I reboot it every night), reload the phone's o/s (I've done that once already and would like to avoid doing so again, if possible), call from another phone (TMO is my phone company; that's why I'm calling from my cell), blah blah.

I advised the Tier 1 tech (who initiated the conversation in Spanish - not sure how I got in that queue) that the other two providers' records seem to indicate that TMO is blocking the short codes (3 in particular), but he didn't buy it.

I don't subscribe to any TMO alerts, and I can't seem to find a way to enter in the short codes that I want. There is documentary evidence that TMO has blocked short codes before (T-Mobile blocks Twitter? | Alternageek Tech Show).

What can be done to fix this problem?? Thanks for your help!

To be honest with you I am not sure if tier III would be able to unrestrict the short codes that you need for this service, it just may be something that we are not supporting at this time. I am not a technician though so I couldn't say for sure, there is a spam filter that you can set through your mytmobile acct, you might try to allow all messages from the short codes to your handset, that would be all I can really help with. Sorry, I think it's funny you got the rep that wanted to speak spanish to you, that happened to me one time when I called to set up my email on my dash. Some of our tech support is outsourced so that is probably why that happened. There are some updates coming by the middle of this month in the next week or two that may help resolve this issue for you too, tmobile is changing a lot of messaging options...i.e. being able to block all chargeable SMS/MMS/Email/IM so when the system is updated to allow this your codes may be unblocked by then, but again kind of out of my skill set so I couldn't say for sure. Sorry

[tmobileman]

I will not be posting Friday night the launch of the 3G Iphone is forcing me to consume lots of _______ tonight after work so if I don't reply to anybodies qestions until this weekend I am sorry call cust care if you need immediate help...I hate the iphone

[kygirl626]

You are just the person I need to talk to. I can't seem to get anywhere with Cust. service. I've been with T-mobile since 2003, never had a problem. But, at home it roams most of the time on AT&T. For the past month or more, I can only get service away from home. When I try searching for another network, it says "Available Networks," AT&T, but it won't register. Have they stopped the roaming agreement or something. I've heard about the "excessive roaming" thing, but they haven't informed me of anything. Troubleshooting hasn't helped, and it's not my phone. I have a family plan, and all of the phones do the same thing.

Any idea what's going on? It's driving me crazy!!!
Thanks in advance for any help.....

[Barciurek]

It is more than likely that they have eliminated roaming agreement with ATT in your area.

[jslo75]

Originally Posted by tmobileman

That is not what I said, I was being sarcastic to prove a point, it's not that we don't care about you and of course we want you business, my reply was not hateful, or at least not meant to be so stop with your drama. All that I was saying is that the network having issues is not intentional to you. I was giving you real advice how can you say I don't care, obviously I do or I wouldn't spend my free time when I am not at work listening to customers in my ear for 8 hours a day and doing my best to help them stay with tmobile regardless of how unreasonable they are about the smallest things, obviously I do care or I wouldn't be here so quit with the drama, sorry again that your service is not working correctly, once again I AM SORRY AND HOPE THAT YOU UNDERSTAND THAT TMOBILE CARES ABOUT YOU BEING HAPPY WITH OUR SERVICE. Being a customer for as long as you have does count for something and I am not discounting that but you made it sound like because you have been a good customer the network should not have issues or affect you when it does. The rep that answers the first time you call doesn't know anything technical and For your information there are reps that do they are in TECHNICAL SUPPORT, and I am sure that a CSR would love to help you and transfer you to them so that we can find the answers that you need, and resolve the issue. So again I am sorry that you are sensative and think I am being hateful by taking my free time to address your issues with the company that believe in and that you have believed in for 4 years, I do think though that you're over reacting a bit to what i said, sorry for using humor to prove a point, I am just sorry that I didn't take your call because I would have done my best to help you.

Update, T-mobile let everyone in this area out of their contract without having to pay any fees. It just took numerous calls over a three week period. There were decommissioned towers here and no one knows when or if they will be back in use. Just to let you know that I"m not starting any drama and that anyone else in my position would have taken your response the same way.....I let others read your response...and they took it worse than I did....everyone knows that when you're communicating through the internet that you have to be careful with your wording and punctuation. Typing in all caps is considered screaming by the way. Look it up it's called netiquette. If you're truly wanting to help others to remain with T-mobile you should take heed to my suggestion. Another T-mobile representative thought your response was rude and you yourself said you were being sarcastic.....you can't be sarcastic with customers when you're claiming to represent a company, that's just bad business. Anyway good luck with your t-mobile job and helping others on this forum!

[Barciurek]

Originally Posted by jslo75

Update, T-mobile let everyone in this area out of their contract without having to pay any fees. It just took numerous calls over a three week period. There were decommissioned towers here and no one knows when or if they will be back in use. Just to let you know that I"m not starting any drama and that anyone else in my position would have taken your response the same way.....I let others read your response...and they took it worse than I did....everyone knows that when you're communicating through the internet that you have to be careful with your wording and punctuation. Typing in all caps is considered screaming by the way. Look it up it's called netiquette. If you're truly wanting to help others to remain with T-mobile you should take heed to my suggestion. Another T-mobile representative thought your response was rude and you yourself said you were being sarcastic.....you can't be sarcastic with customers when you're claiming to represent a company, that's just bad business. Anyway good luck with your t-mobile job and helping others on this forum!

Eee.. what's wrong with his response? I thought it was good...

[jslo75]

Originally Posted by Barciurek

Eee.. what's wrong with his response? I thought it was good...

This was the response in question......would you have thought it was good if you would have been in my shoes at the time and what was going on? just curious it's always interesting to know other peoples opinions or perceptions!

You have been a customer since 2004...well then it's obvious that tmobile hates you why else would we take away service for 8 days from you out of 4 years. <----sound ridiculous? It was meant to, man obviously you are having issues and others are too, your asking a cust service rep to tell you when the tower is going to be fixed or the issue with spectrum is going to be resolved...do you realize that the cust care rep probably doesn't even know what spectrum is? They are reading information that is passed along from the technicians that work on the network. I am sorry that you have been impositioned for 8 whole days, but come on there are issues from time to time that take time to resolve, what would you like the CSR to do for you run out to you and put up a new tower? This isn't a reflection of how you've been as a customer so stop victimizing yourself and just realize that the network is having issues and we will fix it I promise, I don't know what the deal is in your area, but call up, don't get impatient and let somebody help you.

[tmobileman]

Originally Posted by jslo75

This was the response in question......would you have thought it was good if you would have been in my shoes at the time and what was going on? just curious it's always interesting to know other peoples opinions or perceptions!

You have been a customer since 2004...well then it's obvious that tmobile hates you why else would we take away service for 8 days from you out of 4 years. <----sound ridiculous? It was meant to, man obviously you are having issues and others are too, your asking a cust service rep to tell you when the tower is going to be fixed or the issue with spectrum is going to be resolved...do you realize that the cust care rep probably doesn't even know what spectrum is? They are reading information that is passed along from the technicians that work on the network. I am sorry that you have been impositioned for 8 whole days, but come on there are issues from time to time that take time to resolve, what would you like the CSR to do for you run out to you and put up a new tower? This isn't a reflection of how you've been as a customer so stop victimizing yourself and just realize that the network is having issues and we will fix it I promise, I don't know what the deal is in your area, but call up, don't get impatient and let somebody help you.

Sorry I screamed CSR at you with netiquette, you're correct you're not bring drama...oops theres that dreaded sarcasm again.

good luck with your new provider, sorry again about the tower issue like I said the tower issue wasn't an attack on your personally and that is the point that I was trying to make that's all. I am here to help but some people read only the part of the post that they want so whatever. Oh and by the way with my tmobile job I am one of the top retention reps in the country so I feel pretty good about it. Thanks for the best wishes.

[Mobile Mike]

Tmobileman, I've got a plan question for you....

I noticed yesterday when I was checking out different plans on My T-Mobile, there was a $19.99 Business/Govt. plan available with only 60 Anytime minutes and nothing else. Since all my calls are M2M(I currently have the M2M add-on), I attempted to select this plan. It told me that the $6.99 M2M feature wasn't compatible with this rate plan, but when I left it alone and got to the last screen prior to accepting this plan, the M2M showed up and my new plan total would have been $26.98 + taxes. Would this have gone through? Or would the system freak-out and not allow it? There was no contract extension required for this plan, and as I'll be leaving T-Mobile post-paid for prepaid in February, I would really like to have as low a cost plan as possible WITH the M2M add-on.

I chose not to complete the process of changing to this plan because I don't want a billing mess if it won't work. Any help would be appreciated.

[Mobile Mike]

Originally Posted by Mobile Mike

Tmobileman, I've got a plan question for you....

I noticed yesterday when I was checking out different plans on My T-Mobile, there was a $19.99 Business/Govt. plan available with only 60 Anytime minutes and nothing else. Since all my calls are M2M(I currently have the M2M add-on), I attempted to select this plan. It told me that the $6.99 M2M feature wasn't compatible with this rate plan, but when I left it alone and got to the last screen prior to accepting this plan, the M2M showed up and my new plan total would have been $26.98 + taxes. Would this have gone through? Or would the system freak-out and not allow it? There was no contract extension required for this plan, and as I'll be leaving T-Mobile post-paid for prepaid in February, I would really like to have as low a cost plan as possible WITH the M2M add-on.

I chose not to complete the process of changing to this plan because I don't want a billing mess if it won't work. Any help would be appreciated