[VoiceOps] T-Mobile DTMF issue

[Sam C]

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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/voiceops/attachments/20180124/0801a209/attachment-0001.html>