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) <[email protected]> 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 <[email protected]> >> 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 <[email protected]> on behalf of Carlos Alvarez >> <[email protected]> >> Sent: Wednesday, January 24, 2018 8:47:05 PM >> To: [email protected] >> 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 >> [email protected] >> https://puck.nether.net/mailman/listinfo/voiceops >> > > _______________________________________________ > VoiceOps mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/voiceops
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