Cant receive calls on my digits virtual or duplicate lines! Ugh

marcuswells

    This has been going on for two days. Cant receive any digits calls

      All replies

      • tmo_marissa

        Oh no, marcuswells!  I'm so sorry we missed this post - how are you doing?  Were you able to reach out to the DIGITS team over the phone to get assistance with this, or are you still having trouble?

         

        - Marissa

        • tmo_marissa

          Hey there!  I hope this has been sorted out, but I wanted to make sure you weren't still in need of help! 

           

          - Marissa

            • marcuswells

              Actually it is not working. I can call out fine on my xxx xxx xxxx number but cannot receive calls STILL. I think that Tmobile hasnt even attempted to work on the problem. I was PROMISED a callback from a DIGITS tech last Wed., who is the last person I spoke with, who said they should have the problem fixed by last THURSDAY, which I am STILL waiting for a callback. Extremely disappointed

                • debjitjdv

                  You are right. Similar problems with me. I called DIGITS tech support, filed a bug report, emailed some more detailed info to both tmo_marissa and tmo_chris as wanted by tmo_evan but still now I am in same old place. Not sure what is that taking so long. I have two primary TMobile ID. Everything is working for one ID and for another ID nothing is working. Its just a setup issue at the backend as it seems. Not sure. A little disappointed. The tech support when called they say specialized tech support but they are just the front end customer care kind of reps. Not helpful at all.

                    • marcuswells

                      Indeed, everyone acts like they are going to help at NOONE follows through. A DIGITS tech is not a real DIGITS tech if you have to go through 3 levels of DIGITS techs??

                        • tmo_chris

                          marcuswells and debjitjdv,

                           

                          I know it is tough being in a situation where the service is not working as it is supposed to be. Please know that we greatly appreciate your patience in all of this. With this being a Beta, there are going to be problems that we may not have an answer to right away and collecting information and logging it as a bug report is the best way to have your issues addressed. When the bug report is looked at by the DIGITS engineers, it is sent back to the specialist that filed it with the outcome/resolution who will then follow up with you.

                           

                          debjitjdv - I replied to your private message and got the info added to the bug report.

                           

                          marcuswells - I will send you a private message so I can take a look at the status of your bug report.

                            • marcuswells

                              I fully understand this being a Beta program and glitches are expected. Thats not the problem. The problem is that we waste alot of time on the phone with DIGITS agents who are ill equipped to help and who do not callback to update you as promised. A simple callback as PROMISED would certainly mitigate alot of this disappointment customers are experiencing.

                                • debjitjdv

                                  Yes, my concern is the same. BETA means things will be broken and I can live with that. But ultimately, it's a system created by TMobile and TMobile engineers should know the system in and out at least at the higher level. And in my understanding, there must be some traces whenever a call/message is being routed from source to destination. Why can't that trace be followed to identify the problem? We are already reporting symptoms as we do acid tests on the DIGITS infra, you people know the system, should be able to debug. I am not saying its possible overnight, being a debugging engineer in hardware industry for long, I know it takes time. But best men should work on it to resolve so that things which used to work previously flawlessly, come back on track. If the problems get resolved, then I don't think we even need a callback.

                                   

                                  In other words, we the BETA testers are being left out in dark without any update on the bugs we reported. A BETA testing environment should be two way, we even don't know if the bug reports get lost in space. For example almost 1.5 months ago I reported that with DIGITS enabled, Galaxy S6 and S7 fails to show the delivery status of a message. I reported that to tmo_mike_c and gave him several examples over PM. But till date, I have no resolution. This just gives me feelings that all those PM and Bug reports get lost in space and I am wasting my time. It should not be that way. Possibly, a wiki page with the current bugs and their working status might be an easy solution for that.

                      • tmo_marissa

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                        This thread was the product of our fantastic collaborators during DIGITS Beta! As many terms have changed and bugs have been exterminated since the Beta launched, the information here may no longer be accurate. If you still have a question, please search our active threads or ask a new question in the DIGITS space!