All replies
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Hey magenta2718040! I haven't seen any reports of trouble with this so far, but we're happy to do our best to help! What method are you using to establish call forwarding -- are you going through settings on the phone, or using short codes? Did you set up call forwarding successfully on 11.3 using the same approach? Have you reset your phone since updating to the new software?
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Hello
I am setting up call forwarding by going to settings on the phone. Can you
tell me the short codes so that I can try those?
Thanks
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For sure! There are a few different options so you can customize things -- they're all listed in the Call Services section here: Self-service short codes!
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I receive the following error when i try setting up call forwarding by
entering
*21Number#
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First, just to confirm, the code is: **21*PhoneNumber#
Second, I wanted to check -- were you trying to post a screen shot? I'm so sorry -- it doesn't appear to have come through. If you're replying via email typically a screen shot included that way won't appear on the Support site -- to post, you'd want to log in to the Community and upload a screen shot using the insert image icon at the top of the reply box!
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I am using the code stated above. When i do use that i see the following screen appear.
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Can I forward from the website?
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Currently the options for call forwarding are only via your device, short codes, or by reaching out to one of our teams with internal access. It's a bummer that error message is so non-descript! Unknown error has to be one of my least favorite things to read.
At this point, we'll want you to Contact Us so that we can take a look at the back end and provision this for you -- and work to determine why this isn't working as intended on your device! If reaching out online is the best bet for you, I'd strongly recommend our T-Force team on Twitter or Facebook. In those channels we have a secure platform to verify your account and get to the bottom of this!-
I called and the help desk was able to forward the number but has no idea on the problem or how to fix it. what is the facebook link for the tech team?
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There's not a link per se; just visit T-Mobile's Facebook page and send a Message from there, we'll be able to take a look!
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MARISSA....
Case numbers 213282300.....213669625.....19896708......19880451......
there is a few. Again today mine is still not working although after 5 tries the phone did say the command was successful at erasing the previous command. In fact it DID NOT actually turn the forwarding off as commanded and responded. Anyone that gets their screen to say "Successful" needs to check to be sure of it. Do NOT take it for granted no matter what it says.
*edited to remove personal information - Marissa
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dschneider799, thank you for the ticket numbers; I'll pass those along! I did remove your phone number from your post, since our Community is a public user forum we don't recommend posting any personal information online.
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Same error codes I keep getting
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Same problem here.
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Same thing, same screen print. Tried all options suggested in this entire thread. Any new insights on this? Gotta get it working...
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What part of " The Short Codes DON'T WORK" do you not understand ?????/
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magenta2718040, how are things going now? Were you able to get in touch with T-Force?
dschneider799, sorry to read you're seeing the same error messages! You mentioned that you don't believe it's the update -- what type of phone are you using? Side note: I removed the email domain from your username -- we encourage folks not to use email addresses as usernames in this public forum. I've sent a PM your way which you can check and reply to in your inbox if there's another username you'd prefer!
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iPhone 8 Plus and still no promised call returned from your Tech Support. That is at least 4 times they have done this. Situation still not fixed and no response to all the hours I spent on the phone with these people. THEY DON'T CARE !! #WORLDSWORSTCUSTOMERSERVICE
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I had the same errors Magenta had.
Here is how I fixed it:
On your iPhone go to Settings, Phone, Call Forwarding and turn it on.
Don't enter a phone number, but go back to settings and then the home screen.
Now these codes worked for me:
**61*NUMBER#
**62*NUMBER#
**67*NUMBER#
Good luck!!!
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Those codes are not working on my phone and TM people are no help for 4 weeks now. That switch you turned on in settings turns back off as soon as you leave that screen without entering a number. Even when the response from the codes says it has turned something on or off the effect is nothing has really changed although mostly the message is that the command failed. This is a network issue and may be different in different locations of service. I'm certain its not an iOS or iPhone issue.
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The switch turned off when I went back to look at it as well, but for whatever reason, when I tried the short codes again there was no error.
I was due for some good luck today, so YMMV.
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Having a similar problem. Settings for call waiting, forwarding and Caller ID settings are unavailable. Customer support was helpful but felt it was in IOS issue. I updated from IOS 11.3.1 to 11.4 and it did not solve the issue. Appears to be a problem on iPhone 6, and 7 as well. Using short codes results in the error listed above. Lucky I don't use these features often.....
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Fact is that Customer Unsupport knows nothing about this problem. Even their tech people can't answer it and keep telling me they are referring it to Engineering. Whether in fact they have or not I do not know because no one ever calls me back. (A common trait of CS people at Mobile) One thing I know for sure is that it is not an IOS problem. It may be a network problem that only effects iOS phons but the iOS is not the cause. If TM is going to sell these phones they need make sure they can function fully on their network. Personally I just want my money back from TM and I'll take my line back to Verizon.
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This cannot be due to an iOS update. I am still on 10.3 and have constantly used call forwarding. As of a day or two ago, I get the same error message. For a while, I was stuck with my phone forwarding all calls when I needed them to come to my phone. The rep corrected that, but she had no clue why forwarding is broken. Sent a ticket to tech support and I have yet to hear anything.
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We are having the same issue. As of Wednesday, June 6, the forwarding option on my iPhone 7 and my daughter’s iPhone8 no longer functions. I tried to fix it by downloading the update, but that didn’t work. Clearly this is a network issue that T-Mobile needs to resolve...hopefully soon as I work in an environment where I cannot bring my phone in, I rely on call forwarding everyday.
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Thanks for chiming in, all -- I'm sorry to read that this is impacting so many of you!
magenta5154662, would you be able to share the ID number for the ticket that was filed on your behalf?
Has anyone else experiencing this had a ticket filed -- and if so, would you be so kind as to share the number here?Thank you!
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I tried to submit a trouble ticket and customer support would not let me.
The support desk was able to forward my phone to my Verizon phone but when
I asked them to help with the problem the technician told me he had no idea
and was not able to help. I pushed for support but was told it wasn't a
T-Mobile issue. The person was nice, but not helpful nor knowledgeable
about any T-Mobile services. Bottom line - this is the a critical
requirement for me - as I travel and when flying I forward my phone for
emergency support. Now, i have to rely on Verizon and carry two phones in
order to keep my small business afloat - we have 20 lines. Very
frustrating that this is unresolved. I will say that this is a common
theme with T-Mobile - for instance voice mail doesn't always work -
sometime voice mails show up hours and days later - when i called they said
it was a know problem and would be fixed sometime in the future. Apple
watch 3 activation were also a problem - took 8 weeks to get my watch
activated.
Hope you can help with this
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I'm sorry but I do not have the ticket number. But I still have the problem everyone else is complaining about...
While infuriating, I have found that repeated attempts will eventually work. You have to watch the confirmation screen carefully, but I have experienced success with as few as three tries and as many as twenty-seven! This is ridiculous.
One more thing. In addition to this NOT being an OS version issue (I am still on 10.3), it cannot be an iPhone 7, 8 or 10 issue either. I have an SE.
Polite, sympathetic and "helpful" customer care only goes so far. It is meaningless without results. I don't need an automobile mechanic to be sympathetic to my brake problem. I need him or her to fix them.
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You need to be careful because many times it says it has succeeded but when
I tested it it has not made the change that I sent the code in for.
On Mon, Jun 18, 2018 at 3:22 PM magenta5154662 <no-reply@t-mobile.com>
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I hear you, magenta5154662. When we file a ticket, it should send an automated SMS with ticket information -- if you go back through your messages, do you see anything like that? It's interesting to read that it does work after multiple attempts (while of course I agree that it should just work). Have you noticed any patterns -- number of tries, network signal strength, connected to WiFi, anything like that?
I super appreciate the call-out regarding iOS version -- I noted the variance between the devices but it's good to note that this isn't limited to 11.4.
I'm going to reach out to our contact who works with the Apple related content to see if they've heard anything about this, but I do want to be straightforward that the way to report issues to engineering is via the trouble ticket process that I've mentioned so that teams have the necessary account data to look at the back end of the system -- this isn't something that we can collect in a public user forum because it's not a secure platform for account verification, so the ticket provides that information. I know it probably seems like I'm harping on that point, but I promise there's a reason!
For now though, it doesn't hurt to reach out and ask if anyone's heard anything -- I'll keep everyone posted, and in the meantime if anyone files a ticket or comes across a ticket number, that would be hugely helpful.Thanks!
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This is a network issue it is not an iOS issue or an iPhone issue. Engineering has been ignoring me with this for over a month.
Sent from my iPhone
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magenta2718040, I can't imagine why we weren't able to get a ticket filed for you -- so far I haven't been able to locate a known issue for this functionality! When did you speak to the Tech team? I'd like to try to use that date to go back in our system issues log and see if there's something I'm missing!
We definitely want to help -- while we don't have a secure platform to verify your account and file a ticket from here, our T-Force partners in Twitter and Facebook do have the ability to get tickets filed; so if reaching out online works for you, they would be a great resource. That said, if you don't mind sharing the general timeline for the call first, I'd like to double check and make sure it's not a known issue -- if it is, I don't want to take up your time encouraging you to reach out to get a ticket filed!-
I think I contacted them on 4 June.
If you can provide the link to the T-Force i will try that as well
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Same problem here! Tech support keeps telling me to use the short codes, but that is much more difficult and I get the same error codes others have mentioned.
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Has no one else tried what worked for me?
On your iPhone go to Settings, Phone, Call Forwarding and turn it on.
Don't enter a phone number, but go back to settings and then the home screen.
If you go back into settings, the switch turned off but no matter.
Now these codes worked for me:
**61*NUMBER#
**62*NUMBER#
**67*NUMBER#
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just tried this and I get the same error screen as the screenshot above.
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Mine suddenly started working again this afternoon.
Sent from Yahoo Mail for iPhone
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did you use a **61* or the unconditional **21*phonenumber# code?
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I have only tried the *21 code
On Thu, Jun 14, 2018 at 4:37 PM, bigbearblackwater <no-reply@t-mobile.com>
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It is obvious that the same thing is happening to many people and TM does NOTHING about it. This forum is just go keep us busy and off the phone lines complaining to them. This is a business disaster for me and no one at TM really cares. Company policy is obviously to have staff listen and express their concerns and try their best to make us feel cared but then they do nothing at all. Every time I talk to Tech Support or Customer Support they promise to calm back. NO ONE has ever called me back because they have no answers. This company should never be allowed to buy another network or merge or obtain any new broadcast licenses for network expansion until they rebuild their CS policies and and staff. This is what cheap pricing does I suppose. smh
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I cannot forward my Iphone 7 either & if this is an ongoing issue I may leave T-Mobile too & go to AT&T since it is apparent no one in customer service wants to not get this resolved!! I rely on call forwarding on my iphone!!! This s beyond annoying & yes I tried ALL the codes nothing worked!!
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Hey, folks. I'm sorry to say that I still am not seeing any known issues listed for call forwarding either generally, or specifically regarding the short codes.
Has anyone been able to reach out and have a ticket filed? If so, would you be so kind as to provide ticket numbers that I can forward to an offline team for review? I'd be happy to pass details along! Regarding the ask for information to contact T-Force; There's not a link; just visit T-Mobile's Facebook page and send a Message from there, or visit us on Twitter and send a DM -- we'll be able to take a look!
hbyerly, I noticed you said that your call forwarding is working again -- is that via short codes or the device menu?-
1 of 1 people found this helpful
It began working again through the menu, this is after nearly three weeks of not working.
I messaged with tech support but they did not give me a ticket number. Their only advice was to use the short codes, but that did not work (I got an error code).
Sent from Yahoo Mail for iPhone
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I have ticket numbers but I do not have them with me right now. The people that are claiming that it takes many tries to get it to work may be in error. I have had that same experience and had the screen show success and yet the change was never made at the switch. I haven’t even had the same experience with a tech on the phone with me at the same time while I was in a store. It seems blatantly Obvious to me at this time that people in engineering don’t want to be bothered because every time I call tech or customer support I’m told it’s the first if they have heard of this problem. I know that is impossible
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2 of 2 people found this helpful
From the Apple support forums:
I was unable to set up call forwarding. I… - Apple Community
Mine is set how I want from my previous post, but I came across this and thought I would share.
Ian
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OH MY GOSH Ian THANK YOU!! this worked for me as well!!!
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How do you delete the carrier? I can turn auto off but not delete.
*edited to remove personal info - Marissa
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that didn't work for me
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I'm also getting an error using the **61* although the **62* and **67* work in my iPhone X. I also get an error using **004*/*004* using wifi and data calling.
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I was told by one Tech person not to use the ##004# as they say that turns forwarding off and then the switch has to be reset by them before the short codes will work again. I don't believe any of them at this point. They all lie and none of them knows what they are doing or what the answer is.
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I have verified that this is strictly a iOS 11.4 problem and is not a carrier problem.
I have an 8+ and a 7+ on 11.4 and call forwarding does not work by going to settings/phone/call forwarding.
I have other phones such as a 6S on 11.3.1 and a 6+ on 9.0.1 and call forwarding works as expected.
I also have two iPhone SEs on 11.1.2 and call forwarding works as expected.
I have a Note 8 and several S7 Edge phones and call forwarding works as expected on those.
I have tried all of these phones with an AT&T and a T-Mobile sim and call forwarding will not work on the iOS 11.4 phones only.
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I have an iphone 6 using iOS 11.4 and the forwarding functions using codes is working perfectly as it always has. If this an 11,4 issue it is only with T Mobile. Secondly when If first got my iPhone 8 Plus it was not yet upgraded to 11.4 and the forwarding never working from the first minute I got the phone end of May. I have been on with Tech Support since the first day I got it.
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1 of 1 people found this helpfulPer your request, I’m logging my issues here As I responded to a closed thread. I have the exact same issue as magenta2718040 with the same error message.
I am on an IPhone 7 Plus on iOS 11.4.
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Marissa:
Are you saying that you are a t-mobile employee, and you have the same issue as US?
Glad that you are on board, not that it is good that it is happening, but it is good to have empathetic help from within.
*edited to remove personal information included in email signature - Marissa
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I am not a TM employee. I’m just having the same problem as everyone else and seeing the same exact error mess.
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I started experiecing the same issue in the week of June 11. I called tmo and of course nobody has experience the same issue. I spent five hours testing everything and it still doesn’t work; I have reset my phones (iPhone 7 Plus and 6s plus) several timesand set them up as new phones, I tried punching the **21* code on keypad and resulted in error messages, the issue lingers. I now resort to call in 611 and ask the Tmo tech to make sure that calls are being forwarded on the Tmo backbone, and I will also call in to make sure it is being un-forwarded. I will test it right after I called, and it always works; though it is an inconvenient workaround.
By now it should be a known issue, it bothers me that none of the Tmo tech has heard of this issue.
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Brave for your post here. More people need to get their backs up over this. Obviously they are hiding this in plain sight. It appears that their tactic is deny deny deny and maybe it will go away.This forum is to keep us all busy hoping we will get help rather than actually helping. The moderator here even still denies any knowledge of it. What a JOKE this network is. Worst customer service in the industry. But then we all wanted cheap rates right?
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It should be quite obvious to all of us by now that TM is hiding the fact of this issue. CS or Tech always denies ever hearing of it before. There is nothing in the computer system they use that shows this as a known issue. (or at least that is what they say each time I call) This thread shows there are plenty of people who have and are suffering with this issue and no solutions. We need to get to upper management and there is no way for us to do that from anyone in CS or Tech. Again I suggest we all call the home office and bombard the Twitter with complaints as well. If we make enough noise maybe we get this fixed. Also go to this link and file a complaint with FCC
https://consumercomplaints.fcc.gov/hc/en-us
Twitter IDs@Tmobile
*edited to remove incorrect contact information - Marissa
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Hey 799:
I think it is a combination of Tmo and even Apple should be held accountable. Hexon up there has written about this, and I concur with very similar test environment. Tmo need to acknowledge the problem, and Appple should fix it, more importantly, they should stop wasting customers' time to advise them to do a clean reset, call apple, and other avenues that leads to nowhere.
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Thank you for starting the thread. Tmo need to get on the ball!!!
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Until two days ago, my Iphone8 on AT&T call forwarded just fine. As soon as I switched to TMobile, it will not call forward. I have tried every possible away to get it to work.
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1 of 1 people found this helpful
Over the weekend (on June 23, 2018), the call forwarding feature is finally working the way it was suppose to. My issue started June 11, 2018, ended June 23, 2018. Of course, accordingly to Tmobile, I am a standalone case. I suspected that this has to do with the IOS upgrade 11.4 didn't get along with Tmobile's system. While CALL FORWARDING seemed to work with other carriers, it had trouble with Tmobile network. If Tmobile would have admitted that there was a lingering issue on their system to every customer that calls, they probably would have gotten yelled at and spent a lot of time doing customer therapy; on the other side customers collectively spent hours or days scratching our heads and tried to figure out what was going on. I much preferred they gave me a timeline so I could have anticipated how to handle all my business calls.
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Thanks for the update, bettercallkwan -- has anyone else been able to get this working since this weekend? Is anyone still having issues, and if so, do you happen to have a ticket number I can pass along?
While I still don't have any information about a known issue for this, I definitely agree that with the volume of users expressing trouble there's something funny going on/something funny was going on. The teams I reached out to were asking for examples via ticket number to forward to engineering for trending -- I'm still definitely able to follow back up with them with more info if anyone has tickets to contribute! <3-
1 of 1 people found this helpful
Marissa:
About other people having the same issues, I cannot speak for all; but I can tell you this.....last week, this thread was pretty active; since the weekend, this thread has been mighty quiet; my hope is that everyone is back using "CALL FORWARDING" the way it is suppose to. If other people have a ticket number, please respond this thread so Marissa can close all the tickets..... :-)
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I noticed the same thing, bettercallkwan! I'm hoping that this means that it was a bug that's been addressed; but I'm still happy to pass things along and try to dig for a confirmation, at least! Thanks for boosting my ticket ask!
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Mine still does not work
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I checked mine and it is working now as well - not sure what the fix was but at least it was fixed
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Hi everyone, I really appreciate everyone who posted in this thread.
I work for a company that offers an app called RoboKiller, to help you block and get revenge on annoying spam callers on your iPhone and Android phone. One of the features we use is (conditional) call forwarding. We had noticed that this seemed to suddenly be either extremely sporadic or pretty much broken on T-Mobile's side, starting late May.
Thanks to the info in this thread, and our internal data that tracked when this started, we were able to use some of our contacts to get in touch with someone at T-Mobile higher up the chain than what you would likely get from this forum. He was then able to forward the info to the right department on the network side and get them to look into the issue. They did in fact confirm that there was an issue very quickly. They were able to fix it pretty much that same night, and apparently that fix rolled out to the whole network instantly, because when we came in the morning everything started working again in our testing.
It's a little bit disappointing that T-Mobile doesn't have any processes in place to escalate common things reported on the forum, as there was a lot of useful info here that pointed out there definitely was an issue. But we're really happy we were able to get this fixed for our RoboKiller users and for everyone else that relies on call forwarding programming.
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Hey, all!
Wanted to check back in here with a few updates.
Our engineering team identified an issue with iOS call forwarding errors shortly after we forwarded this thread, and trended them for a week. At this point, they believe the issue they were able to isolate, thanks to a patch, is resolved.
That said, if you're still experiencing trouble, there is a workaround you can attempt:- In device settings, turn off LTE, then turn off call forwarding. Then put the device back on LTE.
- These settings can be accessed in SETTINGS > CELLULAR > CELLULAR DATA OPTIONS > ENABLE LTE > OFF.
- Please be sure to turn LTE back on after the issue has been worked around. This is not a permanent solution and could re-occur if you attempt to use Call Forwarding while on LTE and an Apple Device.
Also, if you are still experiencing issues, even if the workaround is successful, please contact our Tech team and have a ticket filed. You can reference Master Trouble Ticket #20022570 when reaching out! If the Tech team is able to add examples to this ticket, excellent -- if they need to file a new ticket, please post back here with the ticket number and we will pass it directly to them.
Thank you so much for your patience and persistence!
*edited to add: a best practice that the member of the engineering team we worked with shared is that for iOS, call forwarding via the device settings is preferable to using the short codes, generally speaking. This doesn't mean that the USSD codes will consistently fail, but the device setting method is more reliable overall. Just seemed worth sharing!
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I have this problem with iPhone 6 iOS 11.
When I try with the phone settings I simply get a message saying "loading" and never completes.
I tried using short codes and I get messages like this
"Error performing request
Unknown error"
"Setting Registration Failed
Voice Call Forwarding
On All Calls"
and similar errors.
There seems to be no way to turn call forwarding on.
