Digits is Out!

    I am in Palm Springs, California.

     

    Digits has been down all day ( 4 hours now).

     

    My lines are not accessible and the app will not connect.  Everything else on my iPhone7 is working perfectly.

     

    It would be nice if someone could get the service turned back on.

     

    Thanks.

      All replies

      • tmo_marissa

        Re: Digits is Out!

        Hi, tomodell! I'm sorry to read this -- it's definitely not you, it's us. We have a reported outage at the moment, where iOS subscribers who have logged out of the DIGITS app are experiencing login failures when attempting to log back in. Support teams are working on it, though, and we're handling it as a critical matter. I'll post any updates I see here -- in the interim, if any users who have no iOS component to their DIGITS set-up are experiencing the same, please chime in and let me know.

         

        Thank you!


        - Marissa

        1 of 1 people found this helpful
        • tmo_marissa

          Re: Digits is Out!

          Still getting updates on this -- debjitjdv tagging you here since I know that your'e impacted as well. Looks like we've got a root cause and are now implementing a fix! I should get another notice when our servers have been restarted and will let you know when to try again.

           

          - Marissa

            • debjitjdv

              Re: Digits is Out!

              Thats good tmo_marissa . DIGITS problems the most critical ones will always hit me first. ha ha ha ha. Hope the fix will resolve the issues.

                • debjitjdv

                  Re: Digits is Out!

                  tmo_marissa tmo_evan

                   

                  Latest update:

                   

                  DIGITS Android side is broken as well. Since my S7 Edge is not working with DIGITS I installed DIGITS app. I can activate the DIGITS line in DIGITS app when I am in DATA Only mode. The moment I switch to Minutes mode, the DIGITS T&T Lines become inactive. Only a SIM'ed line that is mapped as VIRTUAL in DIGITS app stays active in Minutes mode. This behavior is consistent how S7 E is behaving as S7 E will try to activate the Minutes mode for VIRTUAL line.

                   

                  So you folks have some more symptoms. Please fix it ASAP.

                    • branman

                      Re: Digits is Out!

                      I switched to T-Mobile 3 weeks ago specifically to use DIGITS for my business line. I'm in Portland, OR. Experiences as follows:

                       

                      • For the first week or so, DIGITS seemed to work great (except no notifications, but that was tolerable)
                      • About 1 week in, DIGITS started working erratically and unreliably. Examples:
                        • Was using 'Minutes and Data' mode. DIGITS switched to 'Data Only' mode without warning. Data Only mode is useless because it doesn't work with ANY bluetooth devices (headset, car, AirPods, etc.) as sound is so broken there's no chance of either party understanding one another. Bluetooth seems to work flawlessly with Minutes and Data mode.
                        • Tried to switch back to Minutes and Data. DIGITS reverts to Data Only. Every time.
                        • My DIGITS line DOESNT RING. If someone calls, it goes straight to voicemail. Phones are supposed to ring so one can answer a call, no?
                      • Called support last week to discuss issues. They acknowledged there were problems and gave me a ticket number. Rep PROMISED they would call me back in 2 days to follow up and test. Never received a call. Issues persist.
                      • Updated the app. THIS DID NOTHING TO FIX PROBLEMS.
                      • Called support again Monday. Gave them ticket number and they said they would escalate since it hadn't been solved. They PROMISED they would follow up with me by phone today. Never received a call. Issues persist.
                      • Called support again today (Wed.). Gave them ticket number. Talked to 3 people. They PROMISED they would work on it and would call me back in 2-3 days. I told them I'd already been down that road twice with NO FOLLOW THROUGH. I asked why I should expect my experience this time to be any different. They said others with iPhones were having issues as well. That wasn't my question. They said something about a $10 credit. My reply was that all the credit money in the world makes  NO DIFFERENCE if my phone service DOESN'T WORK.

                       

                      Can someone please help??!!?? This is my business phone number and it HASN'T RECEIVED CALLS RELIABLY FOR OVER 2 WEEKS!!! I really don't want to go back to Verizon, but am being left with no choice here. Can someone repair this situation?? Please?!?

                • branman

                  Re: Digits is Out!

                  I switched to T-Mobile 3 weeks ago specifically to use DIGITS for my business line. I'm in Portland, OR. Experiences as follows:

                   

                  • For the first week or so, DIGITS seemed to work great (except no notifications, but that was tolerable)
                  • About 1 week in, DIGITS started working erratically and unreliably. Examples:
                    • Was using 'Minutes and Data' mode. DIGITS switched to 'Data Only' mode without warning. Data Only mode is useless because it doesn't work with ANY bluetooth devices (headset, car, AirPods, etc.) as sound is so broken there's no chance of either party understanding one another. Bluetooth seems to work flawlessly with Minutes and Data mode.
                    • Tried to switch back to Minutes and Data. DIGITS reverts to Data Only. Every time.
                    • My DIGITS line DOESNT RING. If someone calls, it goes straight to voicemail. Phones are supposed to ring so one can answer a call, no?
                  • Called support last week to discuss issues. They acknowledged there were problems and gave me a ticket number. Rep PROMISED they would call me back in 2 days to follow up and test. Never received a call. Issues persist.
                  • Updated the app. THIS DID NOTHING TO FIX PROBLEMS.
                  • Called support again Monday. Gave them ticket number and they said they would escalate since it hadn't been solved. They PROMISED they would follow up with me by phone today. Never received a call. Issues persist.
                  • Called support again today (Wed.). Gave them ticket number. Talked to 3 people. They PROMISED they would work on it and would call me back in 2-3 days. I told them I'd already been down that road twice with NO FOLLOW THROUGH. I asked why I should expect my experience this time to be any different. They said others with iPhones were having issues as well. That wasn't my question. They said something about a $10 credit. My reply was that all the credit money in the world makes  NO DIFFERENCE if my phone service DOESN'T WORK.

                   

                  Can someone please help??!!?? This is my business phone number and it HASN'T RECEIVED CALLS RELIABLY FOR OVER 2 WEEKS!!! I really don't want to go back to Verizon, but am being left with no choice here. Can someone repair this situation?? Please?!?

                    • artart

                      Re: Digits is Out!

                      Hi branman

                      I am not a T-Mobile employee, just a customer like you.

                      I personally would have a backup plan if I relied on flawless phone service for my business needs. If there are ongoing, although temporary problems with a phone service, I would not necessarily abandon my cell phone provider.

                       

                      The fact is you need reliable phone service today not in 48 hours or later. I am not attempting to suggest a DIGITS solution to your problem. The very capable T-Mobile engineers and customer support team are doing all that is possible to remedy problems with a revolutionary new technology that other carriers don't have.

                       

                      I would suggest configuring a redundant back up plan, which would enable you to continue using DIGITS when it is working properly. This to me would be a better plan than abounding a system that would undoubtedly provide great benefits once it behaves a little more reliably.

                       

                      You already said the magic words "go back to Verizon". That discussion is better had with a T-Mobile retention specialist. That would be the person you would be speaking to once you tell T_Mo that you are leaving. The specialist's job is to keep you from leaving.

                       

                      If I were in your shoes I would obtain two reliable phones that work all the time. Not some of the time. That means I might have to pay for an extra line temporarily. I stress temporarily. If I were to explain my problem to a retention specialist who might cut me a temporary good deal that would enable me to have reliable service on two phones so that I wouldn't be forced back into the arms of a competitor.

                       

                      Yes it would mean carrying two phones, using to conventional lines, with perhaps a discounted or subsidized arrangement that T-Mo might possibly be willing to provide. The business phone number could be set up to have the business number also ring on the personal phone or vice versa. When Digits is working properly only one phone need be used. If the entire system should suddenly take a nap, you cold turn off digits and both phones will still work flawlessly.

                       

                      I personally would do anything it takes to have reliable service and not have to switch carriers. Eventually Digits will have all of the problems fixed. At that time backup phones could be decommissioned and additional monthly line charges could be terminated.

                       

                      Just an idea you might be willing to consider

                       

                      Art

                    • tmo_amanda

                      Re: Digits is Out!

                      Hey, tomodell !

                       

                      Everything should be good to go! Can you confirm?

                       

                       

                      Hey, branman! I'm sorry that there has been a lack of follow-up with you. I know it's important to have your DIGITS line working as it is your business line. It has been a few days since we've heard from you. Are you still having issues with that line?

                        • Re: Digits is Out!

                          Hi Amanda: There are a lot of things I like about TMobile. I wouldn't use any other carrier.  TMobile does a lot of really great things for me.

                           

                          But unfortunately, Digits is not in that mix.

                           

                          I was a Beta tester for TMo on Digits.  While in Beta mode, Digits worked quite well.  Since general release, not so much so.  My patience with Digits is running out.  I think TMo should really either fix it or pull it off general release and overhaul it and re-release it.  As it exists today, it is not very good.

                           

                          The problems are endless. It was out the other day.  More often than not, my lines are off line and inaccessible.

                           

                          The other day, I received a text message from TMobile warning me that my Digits virtual line is going to be cancelled for non use.  Reality is that I don't use it because it usually doesn't work.

                           

                          Today I tried to use Digits.  ALL of my lines were off line and inaccessible.

                           

                          I tried again an hour later.  My lines were up.  I tried calling several numbers, none of them worked.  Digits would not place a call to them.

                           

                          So I tried serious numbers.  Do you think the White House places a priority on answering the phone?  I tried calling the White House.

                           

                          The general public number for the White House is 202.456.1414.   Digits would not accept that number.  Rather than accepting 202.456.1414, Digits typed 21045641411.  What the Hell is that number?  It doesn't work reaching the White House.

                           

                          I dialed ... 2 0 2  4 5 6  1 4 1 4.

                           

                          I got 2 1 0 4 5 6 4 1 4 1 1.

                           

                          No idea what that's about.  That number doesn't work and it certainly doesn't get you to the White House.

                          Digits.png

                           

                          There are other problems too.  Digits keeps turning my address book into a mess. Digits adds numbers to my address book without my permission.  If you don't stay on top of this, Digits will add an endless stream of numbers.  You have to keep deleting Digits' crappy entries.  Over and over and over and over.

                           

                          I've really tried and really attempted to have patience.  It's not paying off.

                           

                          This morning, I removed Digits from the main screen on my iPhone and put it in my "junk application" folder.  In its place, I put Google Hangouts which always works perfectly.

                           

                          I realize that Hangouts and Digits are not exact competitors.  There are things that Digits does that Hangouts can't and visa versa. That's ok. I'm not going to keep wasting time on Digits.  I'll check back in a few months and see if TMobile has re-engineered this product. It's amazingly great in theory but it doesn't work and I've given it more than a fair shake to redeem itself.

                           

                          Not mad at TMobile.  Big kudos for acting on the theory of trying to bring Digits to market.  Unfortunately, the product is NOT ready for prime time and we should stop fooling ourselves by pretending it is. Let me know if you have any questions.

                           

                          Tom Odell

                            • debjitjdv

                              Re: Digits is Out!

                              tomodell

                               

                              Your concerns are justified. I have also posted a detail analysis in the thread DIGITS is lossing its REALIBILITY and Credibility as well  where tmo_evan said that they are working on the issues. But so far even I have not seen any improvements other than the outage got fixed. Not sure if our voices are being heard and even if heard, why we are not seeing any reflection / correction in the DIGITS.

                               

                              We are just trying to help as much as we can from user's perspective but if our suggestions falls into a deaf ear, then its really demotivating and customer experience will suffer eventually. I hope we will see some changes (not just in words) in reality real soon. We receive updates in the DIGITS app but not sure how the updates fixes the problem because update after update comes, the problem just stays back.

                            • branman

                              Re: Digits is Out!

                              tmo_amanda,

                               

                              The majority of the issues seem to have been sorted out, but a few oddities remain:

                               

                              1. Notifications are spotty at best.

                              2. When the DIGITS line rings, it no longer shows the call as coming from my business line—just shows up as a normal phone call. In other words, I have no way to know which line I’m answering.

                              3. When initiating a call, it often takes a long time for the cancel/call pane to pop up—sometimes 30 seconds or more.

                            • tmo_marissa

                              Re: Digits is Out!

                              Hey, folks. I just wanted to pipe up and confirm that your feedback is valuable. Evan is out of the office for a bit; so I don't want his time away from the Community misinterpreted as a lack of interest! I know that changes might not happen as quickly as we'd like, but I assure you that customer feedback has been the driving force behind a zillion changes in DIGITS from day one to now, and I know tmo_evan and his team have no intention of stopping there. Thank you for letting us know how DIGITS has worked out for you, tomodell, debjitjdv, and any/all who care to jump in. The outage was a bummer and I know that for you especially, debjitjdv, it came on the heels of some pretty significant problems -- reading over this post, tomodell, it looks like it was the same for you. Either way, just wanted to let you know that we're still here.

                               

                              - Marissa

                                • Re: Digits is Out!

                                  The board will not allow me to post a response.  I've tried numerous times.  Every single time I post content in response to debitdv, the response is not allowed.

                                   

                                  Kinda tired of trying.

                                  Screen Shot 2017-08-20 at 5.23.41 PM.png

                                    • tmo_marissa

                                      Re: Digits is Out!

                                      Whoa! That's not normal. I'm not sure why it would allow posting here but not there! Are you replying via email, or logged into the Community on your phone or on a browser on a laptop/desktop?

                                       

                                      - Marissa

                                        • Re: Digits is Out!

                                          My responses constantly flash that they are being moderated before they are posted. Happens all the time. If I post something challenging, my responses have been stopped before I could post them.  It's happened several times.

                                           

                                          Clearly there is a tight leash on my participation on this board.

                                            • tmo_marissa

                                              Re: Digits is Out!

                                              FWIW, as the person who approves posts that are sent to moderation, I promise you I haven't seen anything come through our Mod queue for hours! Typically our moderation system is pretty loose -- it does flag links to sites that aren't on our whitelist, and there is some (typical) language that might result in a post getting denied. Can you try posting your reply as a new thread and see if the site allows that or flags it? I'm wondering if it's really the content of the post or if it's an issue with this thread!

                                               

                                              - Marissa

                                                • Re: Digits is Out!

                                                  Won't let me post it no matter what I do.  I've tried over a dozen times.  If you want me to email it to you, let me know but I'm kinda tired of seeing this over and

                                                  over ...

                                                  Screen Shot 2017-08-20 at 5.23.41 PM.png

                                                    • tmo_marissa

                                                      Re: Digits is Out!

                                                      If it's not letting you put it up as a new thread then yes, I'd love it if you don't mind shooting it to me in PM. I went ahead and followed you, if you follow me back you should be able to private message me. We can take a look at it first thing in the morning to see if we can find a culprit that's getting flagged and let our dev team know about the error if we can't locate a problem with the content. I took a look at your user profile from our Admin console and so far I don't see anything wrong with that, but I will have a team member check behind me tomorrow.

                                                       

                                                      *edit - just got your message! Thank you.

                                                       

                                                      - Marissa