We are having a problem with calls coming from T-Mobile dropping the call immediately when they select an auto-attendant option. Only from them, and we've tested the other three majors as well as some landlines. Anyone heard of this? Ideas?
Isn't the best way to handle this is by having someone with a tmobile cell phone account open some tickets explaining the issue? I don't have any contacts for them. Matt ________________________________ From: VoiceOps <voiceops-bounces at voiceops.org> on behalf of Carlos Alvarez <caalvarez at gmail.com> Sent: Wednesday, January 24, 2018 8:47:05 PM To: voiceops at voiceops.org Subject: [VoiceOps] T-Mobile DTMF issue We are having a problem with calls coming from T-Mobile dropping the call immediately when they select an auto-attendant option. Only from them, and we've tested the other three majors as well as some landlines. Anyone heard of this? Ideas?
Agreed with Matthew... we've only ever seen this resolved rapidly (if you could even use the term), doing just that. The process we've had luck with, is (or similar): 1.) T-mo customer opens a trouble ticket. We have a staff usually that has a phone on that network, but an actual customer could also do. Provides ticket # to provider (Us). 2.) Provider calls back on that ticket, and escalates, to the point of being rude, to get to the local higher tier specialist in the region with the trouble. 3.) Become very nice and certainly understanding of the higher Tier engineer's plight in even looking at the situation for you, with his (or her's) busy schedule. 4.) Force them to test, with their own device, against a known issue DID. (hoping it fails for them too, of course) 5.) If it fails, they'll first say it's probably a configuration on your side, so you ask them to call from a non T-mo number, and it works. 6.) If it works from a non T-mo line (they have these to test), and doesn't from theirs... they will fix. It'll generally take 4-24 hours for their routing to show improvement. In our experience, the more technical / detailed you are with the Frontline operator, it can actually be a disadvantage (they'll try to "solve" it for you, rebooting device, factory wipe - seriously, has been suggested). We've found not really getting too detailed with the problem, and quickly getting a ticket number to escalate, to be best. Good luck! YMMV Thanks, *Glenn@ VDO* On Wed, Jan 24, 2018 at 7:18 PM, Matthew Yaklin <myaklin at firstlight.net> wrote:
Isn't the best way to handle this is by having someone with a tmobile cell phone account open some tickets explaining the issue?
I don't have any contacts for them.
Matt ------------------------------ *From:* VoiceOps <voiceops-bounces at voiceops.org> on behalf of Carlos Alvarez <caalvarez at gmail.com> *Sent:* Wednesday, January 24, 2018 8:47:05 PM *To:* voiceops at voiceops.org *Subject:* [VoiceOps] T-Mobile DTMF issue
We are having a problem with calls coming from T-Mobile dropping the call immediately when they select an auto-attendant option. Only from them, and we've tested the other three majors as well as some landlines. Anyone heard of this? Ideas?
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If you email your region or city and state I will escalate it with my local NetOps team to your region Sent from my iPhone
On Jan 24, 2018, at 7:32 PM, Glenn Geller (VDOPh) <ggeller at vdo-ph.com> wrote:
Agreed with Matthew... we've only ever seen this resolved rapidly (if you could even use the term), doing just that.
The process we've had luck with, is (or similar):
1.) T-mo customer opens a trouble ticket. We have a staff usually that has a phone on that network, but an actual customer could also do. Provides ticket # to provider (Us).
2.) Provider calls back on that ticket, and escalates, to the point of being rude, to get to the local higher tier specialist in the region with the trouble.
3.) Become very nice and certainly understanding of the higher Tier engineer's plight in even looking at the situation for you, with his (or her's) busy schedule.
4.) Force them to test, with their own device, against a known issue DID. (hoping it fails for them too, of course)
5.) If it fails, they'll first say it's probably a configuration on your side, so you ask them to call from a non T-mo number, and it works.
6.) If it works from a non T-mo line (they have these to test), and doesn't from theirs... they will fix. It'll generally take 4-24 hours for their routing to show improvement.
In our experience, the more technical / detailed you are with the Frontline operator, it can actually be a disadvantage (they'll try to "solve" it for you, rebooting device, factory wipe - seriously, has been suggested). We've found not really getting too detailed with the problem, and quickly getting a ticket number to escalate, to be best.
Good luck! YMMV
Thanks,
Glenn@ VDO
On Wed, Jan 24, 2018 at 7:18 PM, Matthew Yaklin <myaklin at firstlight.net> wrote: Isn't the best way to handle this is by having someone with a tmobile cell phone account open some tickets explaining the issue?
I don't have any contacts for them.
Matt From: VoiceOps <voiceops-bounces at voiceops.org> on behalf of Carlos Alvarez <caalvarez at gmail.com> Sent: Wednesday, January 24, 2018 8:47:05 PM To: voiceops at voiceops.org Subject: [VoiceOps] T-Mobile DTMF issue
We are having a problem with calls coming from T-Mobile dropping the call immediately when they select an auto-attendant option. Only from them, and we've tested the other three majors as well as some landlines. Anyone heard of this? Ideas?
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
We've tested with about a dozen T-Mobile phones, all but one were Androids, and the problem always happens. We've tested from a bunch of phones on other carriers, and they are fine, except for one Google Fi phone which just got no reaction at all to the DTMF. So there's definitely some issue with T-Mobile, and I'm going to refer it to our upstream to look at. This is a number from Intelliquent via thinQ. When the same people call a native Onvoy number in the same rate center, it works fine. So I'm reporting this to thinQ. On Wed, Jan 24, 2018 at 6:47 PM, Carlos Alvarez <caalvarez at gmail.com> wrote:
We are having a problem with calls coming from T-Mobile dropping the call immediately when they select an auto-attendant option. Only from them, and we've tested the other three majors as well as some landlines. Anyone heard of this? Ideas?
participants (4)
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caalvarez＠gmail.com -
ggeller＠vdo-ph.com -
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startrek1070＠gmail.com