My Callers are Getting Out-of-Service Message Again!

allen904

    I ported my main line (Samsung Galaxy S8+) and wearable line (Gear S3) in to T-Mobile from AT&T several months ago. I ended up trading my AT&T S8+ and Gear S3 for T-Mobile versions. I am on a 55 Plus plan, and the Gear S3 is my second line within that plan.

     

    I set up Digits to allow me to access my mainT-Mobile  line from my business Verizon phones and iPad, as well as my desktop computer. For a couple of weeks, all was working well for me, and I was loving the setup. Incoming calls were going to all my devices, and I was able to text on them as well. Then, suddenly, callers to my main T-Mobile line started getting a message saying that line was "out of service." Some of the time, those calls would ring once on my Galaxy S8+ and/or Gear S3, but stop ringing before I could answer them. When I called one of those callers back, they told me that they heard the out-of-service message, and thought I had disconnected the number. Of course, I started worrying about how many calls I had missed.

     

    I called T-Mobile tech support, and spent quite a long time on the phone with a Digits specialist. He tried calling my number and also got the out-of-service message. He changed a couple of settings in my account, but couldn't get his calls to me to go through. He finally told me the problem was not with Digits, and transferred me to another tech. That tech couldn't get it fixed, and told me he would turn in a trouble ticket for the engineers.

     

    After nearly 24 hours, and still not being able to receive calls, I called T-Mobile Tech Support again. This time, the tech got it fixed. My calls were back to coming in as normal.

     

    Everything was working fine for the next couple of weeks. Then, yesterday afternoon, it started happening again! Calls from my wife's mobile, and a client's landline were getting the out-of-service messages. I was ready to call it quits, give up on T-Mobile, and started considering porting my number to another carrier. Then, because of my recent investment in T-Mobile equipment, I thought I would just cancel the Digits service, and use the T-Mobile line as a normal (non-digits line.) I felt I could live without the Digits features, but couldn't have callers not getting through to me and thinking I had cancelled my phone service.

     

    This morning when I got up I started by testing my T-Mobile main line, by calling that number from a landline. Everything is working fine again today!

     

    Of course, I am extremely relieved that my main line and Digits service is back to working as it should be. However, now I'm wondering when it will happen again. I guess I will start testing it daily for a while so I'm not blindsided again.

     

    I know T-Mobile is putting a lot of resources into Digits. I love the service when it works as designed. I guess my biggest concern is that when something goes wrong, my callers get an out-of-service message. That should be changed immediately to at least SEND THOSE CALLS TO VOICEMAIL!

     

    If you've read all of my rambling, I really appreciate it! I hope somebody can offer a solution!

      All replies

      • allen904

        Update, Tuesday afternoon:

         

        i just tried calling my main T-Mobile number from a landline again to make sure I could still receive calls. I was disappointed to hear “The number you have reached is no longer in service.”

         

        i will I’ll call tech support tomorrow morning. I guess my next step is to have them remove Digits from my account.

        • tmo_marissa

          Howdy, allen904! We don't want this type of experience for you -- hanging on to the edge of your seat waiting for a problem to crop up (or not) isn't what DIGITS should do. We definitely envisioned a service that would simplify our customer's lives, not the other way around. I'm going to reach out to you via private message to collect some more details if you don't mind. Please take a peek in your inbox when you have a few moments! Thank you so much.

           

          - Marissa

          1 of 1 people found this helpful
          • allen904a

            This is the member formerly known as allen904. I seem to be locked out of my support-forum account.

             

            @tmo_marissa, Please message me at this new account so I can reply to your latest.

             

            Thanks, in advance!

              • tmo_marissa

                Hey, Allen! We've been having some errors with previously created TMO ID logins. I'm sorry you got locked out! I reported this last night -- do you mind trying to log in with your previous account again and letting me know if you're still getting the "email" error?
                In the meantime, I will definitely start a PM chain with your new account just to be sure!

                 

                - Marissa

                  • thomas22580

                    I just posted that in another discussion room, but it seams its a year old or so... Did you ever found a solution? I'm loosing it with costumer support.

                     

                    I have the exact same problem, people try to call me and receive

                     

                    "We're sorry; you  reached a number that has been disconnected or is no longer in service. If you feel you have reached this recording in error, please check the number and try your call again."

                     

                    Or similar messages, I can text, call and use the internet all the time, people start calling me on Skype and WhatsApp because they cannot reach me over the tmobile number. And it is freaking annoying because it's my business number.

                     

                    The only thing I ever got from tmobile "costumer support" was we don't see no problems, you must be in a dead spot. (in middle of Orlando FL!

                     

                    I also suspect it started when I activated DIGITS, I just didn't realize it from beginning that I miss calls. My wife who is under the same plan as I doesn't have any issues.

                     

                    I told to t mobile to please completely remove my number from their system and port it back into it. But they said they can't do it.

                     

                    So if there is a solution to the problem, please let me know. I'm about to leave tmobile.

                • allen904a

                  Hi, Marissa!

                   

                  I'm now completely mixed up with the support forum. I answered your message this morning from my iPad. Now, when I log on I see a number "1" at the top indicating a new message. However, I don't see that message. Also, my answer to you is missing. Did you receive/ can you read the one about me porting another number, Line2.com, etc? Also, I seem to be getting our conversation from my original account sometimes.

                  • thomas22580

                    I have the exact same problem, people try to call me and receive

                     

                    "We're sorry; you  reached a number that has been disconnected or is no longer in service. If you feel you have reached this recording in error, please check the number and try your call again."

                     

                    Or similar messages, I can text, call and use the internet all the time, people start calling me on Skype and WhatsApp because they cannot reach me over the tmobile number. And it is freaking annoying because it's my business number.

                     

                    The only thing I ever got from tmobile "costumer support" was we don't see no problems, you must be in a dead spot. (in middle of Orlando FL!

                     

                    I also suspect it started when I activated DIGITS, I just didn't realize it from beginning that I miss calls. My wife who is under the same plan as I doesn't have any issues.

                     

                    I told to t mobile to please completely remove my number from their system and port it back into it. But they said they can't do it.

                     

                    So if there is a solution to the problem, please let me know. I'm about to leave tmobile.