All replies
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Welcome lynn8! I love T-Mobile Video Calling, and I know it seems weird when suddenly a call can't connect. This could happen for a few reasons - first, not every T-Mobile device is capable of utilizing this feature at this time, so you'd want to be certain that the person you're calling is using supported equipment. Second, video calling requires a stable LTE or Wi-Fi connection to work, so if the person you're reaching out to is currently on 4G or lower, the call may not connect. Are you able to test this with someone who's on a confirmed supported device and connected to the same network type (either LTE or Wi-Fi) as you, to make sure there's nothing more serious going wrong here?
- Marissa
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Hi,
Yes, I have tried it with other tmobile customers who I used to video call
with all of the time. One even has the same device with tmobile. It
recently became disabled for both me and a friend as of this new galaxy
update. I have been speaking with agents about this issue and they cannot
seem to troubleshoot it.
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Eek! This isn't a known issue we've trended so far post-update, but would definitely be a huge bummer if it turned out to be caused by the update.
Which phone are you using? Have you tried a Master Reset since the update? I'm not sure if your troubleshooting over the phone got you that far, but it can definitely help clear out any funny business.- Marissa
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Hi,
I an using a Samsung galaxy s7 and the other person has the same device on
tmobile's network also. I'm not sure if they did a reset, but with both
agents I spoke with they did something on their end and had me turn my
phone off and then await their return call to see if it was corrected.
Nothing changed though. The last agent never called back actually. A ticket
was opened with the first agent I spoke with about 2 weeks ago and I still
haven't received any further information from anyone.
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My suggestion: Use Skype, Hangouts or Facetime instead & save yourself the headache.
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Yikes! 2 weeks is more than enough time to have a ticket reviewed. have you gotten any updates on it lynn8?
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And now it has been even longer smh. No updates in about 3 weeks
unfortunately. A ticket was created but no one has reached back out to
check with me or to provide any further assistance since.
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What a bummer lynn8! If we missed an appointment to return a call to you, then that's definitely a serious ball-drop, and we'd love for you to Contact Us so that a team with account access can review the follow-up history on your account and ensure that feedback is provided.
If both of your TMO S7s are on LTE, no one has a conflicting feature and everything's up to date, then I really think that ticket is going to be your best bet to get to the bottom of this. It sounds like we made a commitment to reach out to you, and I'm sorry that we missed that. Since we don't have the ability to review these ticket types for you here, can you reach out to our team over the phone or through T-Force (Twitter or Facebook) so that we can look this up and give you a status update? I don't want you wondering why this isn't working!
- Marissa
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Hi, yes. I will give a call to get an update. Thank you!
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Hey there! I just wanted to check in and see if you'd had a chance to reach out for an update. Were we able to identify the problem here?
- Marissa
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No I haven't not reached back out to anyone after the other 3 calls I made
and a chat conversation with someone. I gave up on the issue since it wasnt
getting solved or much attention. They were supposed to contact me back
since March 7th and still haven't so I'm jusy going to move on. Thank you
for checking.
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Awww, what a bummer. Well I certainly hope that it is being worked on... I understand you put a lot of effort into getting the ticket filed and I'm disappointed that we promised a follow-up and didn't deliver. Please let us know if anything changes!
- Marissa
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Okay. Thank you.
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