I live/work in the Denver metro area. Since yesterday, I have barely been able to send a text or call on my phone. I get a message that the network is unavailable for texts and "not registered on network" for calls. Bars are lower than normal, but I get the messages whether I have bars or not. I can occasionally get a text through and make a call but they usually get dropped.
I have removed the battery several times, removed the SIM and I have done a factory reset.
I NEED my phone for work and this is going to be a major problem if it doesn't work today.
Is this a network problem or is there possibly something wrong with my phone?
We definitely understand how important it is for the service to work properly. There are a couple of different causes for this type of behavior. I've got a couple of questions to help us get this working again.
You said you're not able to make calls or send messages. Are you receiving calls and messages?
Do you have a different device that can use to test your SIM card?
I am only occasionally able to send or receive calls or messages. When I do receive them, I get a bunch at once from different people. I tried to see if I could swap the SIM, but the sizes are different for the two other devices I had available to me.
However, I've figured out more in the past 2 days since my original post. It seems this problem only happens at home. When I get just a short distance from my house, everything works fine. My husband also has TMo and his phone does the same thing. I am assuming this is a tower issue - my ZIP is 80031.
You might try WiFi calling at home if you can get it to work well for your WiFi system.
Yes - WiFi calling is set up, That helps but it is not a solution. Husband's phone also does not have ability to call over WiFi so that doesn't help him.
(Repost since I replied to myself)
I should also mention - I have had this phone since last September and this has never happened before.
If you and your husband have the same problem at home it is not a phone issue
It does sound like a tower issie
Do you have a tmobile store within a few blocks from you
If you do call and ask tjem if they have the same problem
yes - I assume this is a tower issue. The closest TMo store is too far to be on the same tower.
I work from home and if this is going to continue, it is going to be a VERY BIG problem for me. My husband is also on the verge of buying a new phone - he actually planned to this weekend but has now held off. If this is not just a temporary problem, he will be switching carriers. I will have to do the same because I need to be able to receive text messages PROMPTLY (including pictures, which are a problem right now). I cannot be tethered to my WiFi all the time. I need to be able to make/receive calls and texts while I am outside or walking the dog.
I WOULD VERY MUCH APPRECIATE HEARING FROM TMO ON THIS!!!!
You will need to contact us so that we can figure out what is going on with your tower. We'll need your physical address, and it's best to keep that sort of information private. Please contact us when you have time so that we can go over some things on your account and also check the network in your area to make sure things are working as they should be and fix them if they're not.
I don't expect a response, but I would just like to add the following:
Since responses to this forum take absurdly long, I also contacted customer care. I was told three weeks ago that the issue was with a tower upgrade near my house and it would be resolved within 72 hours. It was not resolved 2 weeks later, so I called again. I was told the issue was being looked in to further and I would receive a call back within 15-20 minutes. I waited an hour and went on with my day. Several hours later, I received 2 separate calls from what I presume to be tmo out of Nevada while i was in a work meeting and unable to answer my phone. I received no message and no further calls.
I work 2 jobs, one is from home all the time and the other is from home part time. Today, my first day working job #2 from home, I am unable to even make calls over WIFI. It's pointless to even attempt to use this forum to resolve this issue due to the huge amount of time it takes anyone from TMo to respond. This is why I will be transferring my line to Verizon ASAP. Since I am on a family plan, TMo will be losing 2 people who have been customers for over 7 years.
Did you see the link that tmo_jessicaab left for you in her post.
Yes click on contact us
did you see the part where I said I have already contacted customer care/ tech support twice now?
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