If someone from T-Mobile would provide me with an email address, I'd like to forward the bounceback message that we receive every single time we attempt to reply to a student with a T-Mobile account, that would be great.
I don't want to post it here because of possible privacy risk to your customers and our students.
The support person who told me that all our students who are T-Mobile customers changed their settings to block us also took down my email address and claimed he would pass it on and that someone would contact me. No one ever did, or else, I wouldn't be posting here, and the problem would have been resolved by now.
Thanks for your prompt attention to a matter that affects your customers & our students.
T-Mobile has some pretty aggressive SPAM filtering on their e-mail -> text service. It causes issues with many institutions like yours. This forum is full of complaints similar to yours. Unfortunately, it seems like no one is in charge of the spam filter's settings. Assuming you don't get a quick resolution from T-Mobile, here's my suggestion:
Have every one of your students, who use T-Mobile, call T-Mobile's Customer Service then insist on being connected with Tech Support, then insist on filing a trouble ticket. Record the ticket number and call back every week and ask for an update. If they are told that it has been resolved, when it has not, then insist on reopening the ticket or refiling a new one. It may take some persistence. For a company that claims to listen to their customers, they can be pretty deaf at times.
Also, if every one of them tweets John Legere about it. They may get action. They don't like it when customers tweet complaints.
Hope this helps.
Thank you for your response.
Getting students to actually read and follow directions is very difficult, but I will try.
I already type this at the top of our responses for T-Mobile users requesting a text response:
"T-Mobile suddenly began rejecting our texts as spam, and claims that you, and all other T-Mobile customers, have blocked us, not something they did, so I'm sending this to your alternate email as well."
Sometimes I try calling them, but they can't answer in class and many of them have jobs, so they prefer to communicate via text - except T-Mobile won't allow it, at least not from our .edu domain.
However, I will most definitely blow up Twitter! I had thought, incorrectly, apparently, that posting here would achieve a resolution.
And no, not only does T-Mobile not listen, they are difficult to deal with when you call in - especially the guy in India. Sprint, on the other hand, was very prompt and helpful the one time I had to deal with them. One can only imagine how awful the support will become if T-Mobile buys Sprint. I've worked in a phone room before and we were told, in no uncertain terms, that ALL CUSTOMERS ARE LIARS. That's the feeling I got from the guy in India, when in reality, he is the liar.
The general consensus is that if you call Customer Service and get someone with an Indian-ish accent, just hang up and try later. If they have a flat American or slight Hispanic accent they may be in the Albuquerque call center and might actually be able to help you. I'm sorry to be so negative about this but that's the way I see it.