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  Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

  snn555 Jan 10, 2018 6:47 PM (in response to curtishx)

  • Member Since: May 3, 2017

  Dial 611 instead.
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  Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

  tmo_amanda Jan 12, 2018 12:43 PM (in response to curtishx)

  • Member Since: Oct 4, 2012

  Happy Friday, curtishx!

   

  Have you had a chance to try snn555's suggestion? You can also use any method found here to contact us.
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  Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

  tmo_mike_c Jan 14, 2018 6:12 PM (in response to curtishx)

  • Member Since: Jun 25, 2012

  HI there!

   

  Just checking in to see if you were able to try the suggestions above. Please let us know if that helped. Thanks!
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    Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

    curtishx Jan 15, 2018 3:57 AM (in response to tmo_mike_c)

    • Member Since: Jan 10, 2018

    611 yields the same result. I cannot get a hold of a representative by calling either of the T-Mobile numbers.
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      Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

      tmo_amanda Jan 16, 2018 1:41 PM (in response to curtishx)

      • Member Since: Oct 4, 2012

      That's extremely odd, curtishx. Can you try calling 1-877-746-0909? Also, if you use social media, our T-Force team can help you out. All you have to do is click on the Facebook or Twitter icon in my signature then send a message their way.
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      Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

      tmo_mike_c Jan 17, 2018 7:48 AM (in response to curtishx)

      • Member Since: Jun 25, 2012

      I agree, that is super odd. Were you able to reach out to our reps using Amanda's suggestions?
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        Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

        curtishx Jan 19, 2018 8:32 AM (in response to tmo_mike_c)

        • Member Since: Jan 10, 2018

        I got the exact same result by calling 1-877-746-0909
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          Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

          tmo_amanda Jan 20, 2018 9:26 AM (in response to curtishx)

          • Member Since: Oct 4, 2012

          I can honestly say that I haven't heard of this happening before, curtishx! In this case, you'll either want to chat with us or reach out to T-Force via T-Mobile's Facebook/Twitter page.
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            Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

            nazdark Jan 20, 2018 12:19 PM (in response to tmo_amanda)

            • Member Since: Jan 20, 2018

            That is an infuriatingly useless response. You haven't seen this happening before but it *is* happening now...with several of your customers. So instead of  implying that we are lying or just plain crazy, can you look into the issue for a change?!
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              Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

              tmo_amanda Jan 20, 2018 1:09 PM (in response to nazdark)

              • Member Since: Oct 4, 2012

              Thanks for your feedback, nazdark! I see you're new to our Support Community; welcome. This is the only report we've had with regard to not being able to contact a representative. Are you having the same issue as well? If so, what numbers have you tried calling? I'm happy to help get to the bottom of the issue.
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              Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

              tmo_mike_c Jan 22, 2018 1:59 PM (in response to nazdark)

              • Member Since: Jun 25, 2012

              This is really important that you're able to get in touch with us. Amanda asked a great question that'll help us narrow down how to fix this. Which numbers have you tried calling?
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                Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

                nazdark Jan 22, 2018 11:46 PM (in response to tmo_mike_c)

                • Member Since: Jan 20, 2018

                (A) Just like with the OP, this occurs regardless of whether I use 611 or 1-877-746-0909. I dial, say "representative", enter my SSN-L4 at the prompt for authentication, hear the "this call will be recorded..." message, and then the same erroneous "Please enter the phone number where we originally called you" prompt.

                (B) I have no interest in helping you guys troubleshoot this issue further. You do not pay me to be your QE/tester and I think having to rely on "community" forums like this one or a badly designed/tested IVR for basic support for an expensive paid service like T-Mobile's is ridiculous. Please go figure this out at the OSS/BSS back end if you really care.

                (C) Due to the poor overall quality of customer support, I have no intention of continuing to be a T-Mobile customer beyond the end of my current billing cycle and will migrate to another carrier.
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                  Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

                  tmo_mike_c Jan 24, 2018 8:26 AM (in response to nazdark)

                  • Member Since: Jun 25, 2012

                  I'm sorry the IVR's giving you this trouble too. We don't want you to feel like it's your job to test our system. We're only asking you try alternate methods to get a better idea of which route to take to get this resolved. I understand this is your initial call as well, but have you tried entering your number to see if you can get passed the automated system? There is a way to have this escalated and addressed and I do hope you'll give our Care folks a chance to collect some account info and get this in the right hands to get this resolved.
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                    Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

                    curtishx Jan 24, 2018 8:31 AM (in response to tmo_mike_c)

                    • Member Since: Jan 10, 2018

                    I managed to get ahold of support by scheduling a callback on the T-Mobile

                    website on Monday. Described the problem to the agent and she said this

                    would need to get escalated and told me to expect a call back.  Haven't

                    heard anything back yet. I'll give it a few more days and then try again.
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                      Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

                      magenta3940443 Jan 24, 2018 8:49 PM (in response to curtishx)

                      • Member Since: Jan 24, 2018

                      I am getting this same b.s.

                       

                      I am trying to cancel my line and can't get through to an actual human to complete this simple task. Have already wasted an hour.

                       

                      Your online chat doesn't seem to be helping either.

                       

                      Very disappointing.
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                        Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

                        tmo_amanda Jan 26, 2018 6:17 PM (in response to magenta3940443)

                        • Member Since: Oct 4, 2012

                        magenta3940443, I'm sorry you're running into the same issue especially when you're trying to cancel a line. This should be a simple task. It's clear that something is going on with our automated system. While our teams are looking into this, I recommend contacting our T-Force team via Facebook or Twitter to assist in canceling the line. You can click the social icons in my signature or go here.
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  Re: Cannot contact a representative on the phone: "Please enter the phone number where we originally called you"

  curtishx Feb 6, 2018 3:07 PM (in response to curtishx)

  • Member Since: Jan 10, 2018

  I just gave 611 a call, asked for a representative, and I actually got through to a live human being.  If you couldn't get through, give 611 a call and see if you can get a hold a rep now.  Looks like they fixed whatever the issue was.