Can't Send Texts

mrmet

    For about 2 weeks now, sending texts has been hit or miss.  Receiving seems to be OK, just can't send reliably.  The text either fails, takes up to 12 minutes to go through, or goes right away.  It was originally thought to be something to do with wifi, but we've had it off wifi for 24 hours and the issue still exists.

     

    This is just my phone among 4 at our address.  The phone is an S8 about 2 months old.

     

    The main issue is that support is (while friendly and helpful when speaking with them) haphazard, disjointed and not really helpful at all.  I've made about 6 calls, various chat messages, etc., and the issue still is not resolved.  Every time I get someone new we have to start over again--making me wonder if people are really noting my account.

     

    The last call--after they told me earlier today that they tried to call but said I didn't answer (which is not true, the phone was next to me all morning)--I was told they would send a SIM, but they "think" it will take about 4 to 5 days!  When asked about expediting, they said I could go to a store and pay $25, but if they send it's free.  4-5 days!

     

    I am upset at:

     

    1.  The inability of the representatives to accurately track my concerns and note progess, or lack thereof, to date

    2.  The failure to call me back at previously (24 hours earlier) scheduled time

    3.  The inability of Tmobile to send me a new SIM in an expedited manner

    4.  Last, but not least, the inability to send text messages

     

    This is my first time posting to this forum.  I wanted to email someone, but was unable to find any customer service email addresses, and every time I access a chat window it tells me my session expired and I have to go to another browser/computer to chat.  Hopefully this forum is moderated and someone at Tmobile takes the time to review my concerns.

     

    Thanks in advance.

      All replies

      • tmo_marissa

        Re: Can't Send Texts

        Hey, mrmet. Thanks for taking the time to post about your experience here -- your messaging issue sounds super frustrating, but reading that you had such a bummer of a time working with us to try to resolve it is a let down. I want to make sure that we address all of these concerns!


        1. Repeating yourself is never ideal, and we do have a memo space in accounts that should prevent that when possible. Sometimes with technical issues we're following a troubleshooting flow and may start from the top, and it takes a few minutes to read over previous notes, but if we've simply not left any, then we've dropped the ball and could definitely do a better job here. We will forward this feedback!

         

        2. A missed commitment is a huge deal. When we set an expectation that we'll call you back, we need to get a good time window and a best contact number and make good on that promise. Failure to complete a follow-up is not OK! Our internal teams can file an incident report to make sure that the appropriate management team is alerted when this happens, and we want to know about it the same way we want to know when someone exceeds your expectations!

         

        3. We can send a free SIM through Care, although there is a charge for expedited shipping. I'm so sorry if we didn't give you that option! We can't guarantee a free SIM in the store because availability is dependent on inventory -- however, a retail team may determine if one is needed for troubleshooting purposes.

         

        4. Last but not least -- what in the world is happening with these messages?! Based on your post, I know you might not be thrilled about this next bit, so I want to be candid -- since the Support Community is a public user forum, we can't see your account notes to know what we've ruled out, and some of these questions might be things you've already answered. But maybe we could at least try to narrow down possible causes, if you're up for it! I know you mentioned that you've had to reach out to us multiple times regarding these messaging delays, do you know if at any point a Trouble Ticket was filed for the issue? You tested without Wi-Fi, but can I ask if this is happening in multiple areas or if it seems to just be in one location (maybe this is a network issue, which the Trouble Ticket would alert engineering to)? What sort of troubleshooting did we walk through (cache wipe, deleting message threads, operating in Safe Mode to see if we could isolate an app causing the delay, etc) before we determined that testing a new SIM was the next step? Have you gotten your new SIM yet?

         

        Thanks for reading through all of this! Please know we accept all feedback through this channel -- good or bad -- and reading about how vexing it's been trying to get assistance with your messaging is just as big of a deal as the messaging itself. We can pass along what you've let us know about how this played out, but we'd like to try to help, too!

         

        - Marissa

        1 of 1 people found this helpful
        • tmo_amanda

          Re: Can't Send Texts

          Happy Saturday, mrmet!

           

          I just wanted to swing by to see if you've had the chance to look over the reply above from Marissa. She asked a few questions that will help us get to the bottom of your messaging issue.

            • mrmet

              Re: Can't Send Texts

              I'm unsure if this is the appropriate vehicle to respond to your

              message(s)I received 4 of the same repy from 2 different people-or if I

              must return to the original thread.

               

              The saga has not, yet, ended.

               

              Last weekend, when I noticed a text I attempted to send at my home was

              still pending delivery 30 minutes later when I was at the mall, I spied a

              Tmobile store and spoke with the nice lady there.  She saw the text

              attempting delivery (spinning icon) and assisted.  She provided me a new

              sim and ordered a replacement phone.  The sim card, to date, seems to work

              better, but I have had a few spinning icon episodes.  Albeit, far fewer

              than previous.

               

              The replacement phone, to be delivered to my local store, alas, has yet to

              arrive one week after placing the order.  Or, it has arrived and they

              failed to contact me.  Either way, I am still waiting to be contacted about

              the phone--and waiting to speak with a representative at said store.

               

              Thank you.

                • tmo_marissa

                  Re: Can't Send Texts

                  I'm glad the SIM seems to have improved things a bit, but sorry to read that it wasn't a cure-all and you're still waiting for word on the replacement! When we're shipping a device to a store for you, we typically keep you updated via text -- possibly not the most reliable form of communication in your situation. Have you received any messages from us, at least one confirming the order and including an order number? We usually know when we're placing the order if there is a backorder -- did we mention as much in the store? Forgive me if this is overkill, but if you log in to MyT-Mobile and check the Alerts section, do you see anything about your order there? I hate to think of you waiting without knowing what's going on with this replacement!

                   

                  - Marissa

                    • mrmet

                      Re: Can't Send Texts

                      Hi.

                      Please see below:

                       

                      *Have you received any messages from us, at least one confirming the order

                      and including an order number?*

                       

                      Yes, I received a text after the order was placed.  I no longer have the

                      order number, however, because I deleted all texts and cleared cache when I

                      had subsequent, repeated, text failures.

                       

                      *We usually know when we're placing the order if there is a backorder --

                      did we mention as much in the store?*

                      No; there was no mention of a backorder.

                       

                      *Forgive me if this is overkill, but if you log in to MyT-Mobile and check

                      the Alerts section, do you see anything about your order there?*

                       

                      No; "Alerts:  At this time no alerts exist for your account."

                        • tmo_marissa

                          Re: Can't Send Texts

                          Yikes, I'm sorry there's no news on the site! Have you had a chance to Contact Us and check on the order? Since this Community is a public user forum, we don't have the individual account access needed to pull up order records, but we should be able to view the order history on your account through any support channel where you can verify your account details securely. If you prefer communicating online and are active on social media, our T-Force teams on Twitter and Facebook do have a verification process they can use to get your order information pulled up and confirm where we are in the process of getting a device in your hands.

                           

                          - Marissa

                            • mrmet

                              Re: Can't Send Texts

                              Man, this is frustrating.  I'm trying to chat with Tmobile support but I

                              get the following error, over and over:

                               

                               

                              You are no longer logged in. Log in again to view the conversation.

                               

                              Help!!

                                • tmo_marissa

                                  Re: Can't Send Texts

                                  Hmmm... that's no good! I just logged into my own MyT-Mobile account in Chrome on my laptop to check, and I was able to send a message and get a reply within a few minutes! Are you seeing this error trying to contact the chat team through the T-Mobile app or on a PC/laptop? Can you try logging in at MyT-Mobile and then clicking Contact Us at the bottom of the page, then Message Us at the top of the next page that opens? If you're using the app to message us, can you try signing out and then back in? Please let me know if either of those work if you haven't tried them already!

                                   

                                  - Marissa