Need Booster Duo+ - tech support doesn't have a clue

duhmel

    I am in an area that provides me with marginal coverage via Band 12.  I requested a Signal Booster that didn't help at all.  I discovered that it is a D32-24 which I have learned is the older version that doesn't work on Band 12.

     

    In my investigation online I have found out that I need a Signal Booster Duo+ (not just a Duo) and the the model number should be D32-21266 and it should be a V2 unit.  I have called tech support (even level 2) and nobody has a clue about the different signal boosters.  They are sending a 'replacement unit' but I just discovered that it is a RS3 unit which I believe is a non-Band 12 unit.  I have tried two more time to find out what is on order but the tech support cannot tell me the model number or if there is such a model as D32-21266 or V2.

     

    That said - my question is how does one reach someone at T-Mobile that is tech savy.  The people that I get, even Level 2, are obviously non-US people that cannot deal with anything out of the norm.

      All replies

      • dragon1562

        Try reaching out to the T-force team on social media. Many users on the forum have had better results with them vs over the phone calls. Plus you will be able to link the specific device you want sent to you inside the messenger app. Contact Us  For you connivance I linked the contact page for T-mobile so you could choose ether Facebook or Twitter to reach out. Hope the info helps get this resolved.

          • duhmel

            T-Force did some research and discovered that the Booster Duo that covers Band 12 and announced in a massive press release has been 'out-of-stock" since late December with no restocking date.  Looks like this unit is made of UNOBTANIUM.  I don't understand how T-Mobile can still post a web page with the details of this unit if they have no intention of making them available.  I REPEAT, PER THE PERSON I SPOKE TO AT T-FORCE, THERE HAS BEEN NO UNIT THROUGHOUT THE COMPANY IN STOCK SINCE DECEMBER.

              • magenta5699376

                I was just shipped a unit, just as an FYI.

                 

                I realize your post is a few months old.

                  • magenta5942384

                    Well now it's Aug 27 and tmo says all they can do is ck every  2 weeks to see if any other customer had RETURNED a duo+ which is the Only cel-fi model boosting band 12. AND tmo "team of experts" which doesn't connect you with t-force as I understand it or a tech support personal but only limits the customer service personal to a single person. Now this does help as you only need educate the individual ( in the Philippines ) instead of multiple reps in the states.

                    I was told that NO DUO+ BAND 12 UNITS WILL BE ORDERED FROM CEL-FI....

                    So I have the band 2 outside on the deck covered by a tarp getting one bar...Either I build it a house and see if it fails when the temp falls below zero OR I drop about $4 or 5 bills to get net access....Anyone have any suggestions ? Could wait till I hit the VA end of life housing in the city.But I ain't ready to move just yet.

              • tmo_mike_c

                I think dragon's suggestion of reaching out to T-Force is a good idea. They have the tools needed to check on device availability. Have you given them a shot at looking into this for you?

                1 of 1 people found this helpful
                  • ja098

                    Will the RS3 support multiple T-Mobile devices in my home?

                     

                    I just got a text msg saying it’s been linked to a subsidiary IMEI

                     

                    “T-Mobile Msg: Your 4G LTE Signal Booster (RS3) with

                    the following IMEI 0000006592xxxxx has been

                    successfully assigned to 808xxxyyy“

                     

                     

                    THANKS

                    • magenta5942384

                      Thank you friend. Where do I contact t-force ? Facebook ? I'll look into it before I sw carriers or spend $$$

                        • rmasso

                          I just used the chat feature to order a Duo+ (RS3 model). It is supposedly on its way and will be to me in 7 days. The guy on chat connected me directly (via phone call to my cell) to a specialist that was able process the order. As I have already tried one of the original signal booster (which didnt work because I only have band 12 at home), she checked to make sure they were not sending the same thing. She also verified that it was not the cell-spot that uses the Internet as I need the booster so my hotspot on my phone works when the Internet goes. Fingers crossed that I get the right thing this time around.

                           

                          Thank you guys for posting this information as it made the conversation a lot quicker!!!

                            • duhmel

                              Here's a update on my sad story

                               

                              I have tried for over 2 months without success to get the Duo+ Booster to consistently work.   I have used it on Band 4 and also modified to work on Band 12 after contacting CelFi.  (Note that the out of the Box Duo+ unit shipped from T-Mobile will likely not work with Band 12)  During much of the day I get the window unit to lock to the incoming signal and the booster units to connect to the window units.  However during the evening rush hours my window unit drops the signal.  I am near a toll road and the nearest base station is between my house and the toll road.  I get the same performance on Bands 4 and 12 (after applying the Celfi software patch) and placing the window unit at various positions within the house.  The window unit will usually reconnect to the base station over night but sometimes I need to disconnect it for a few hours to get it to reconnect.  I imagine that the fundamental problem is lousy T-Mobile coverage during rush hour (Celfi's tech support conclusion) but I am open to any suggestions.