You have been connected to !Mary D.
Eric Longman: Outage in St. Louis since Monday – what is the status?
!Mary D: Thank you for contacting T-Mobile Live Chat. My name is Mary D. Rep ID 145-XXXX. I’m sorry to hear that. I’ll be more than happy to assist you with your service, Eric.
!Mary D: Can you please provide me your complete address?
Eric Longman: I’ve talked with other people who live near me who also have T-Mobile. The problem is right around XXXXXXXX, St. Louis, MO. This has been going on since Monday. Service is mostly non-existent. Kind of seems like a tower is down or something.
!Mary D: So that I can check here on our system.
Eric Longman: (ZIP Code is XXXXX)
!Mary D: Thank you. Please allow me 3-5 minutes to check my resources.
Eric Longman: When we go to other parts of the city, phones work fine. But I’ve got four phones in my house that aren’t connecting from home, and my neighbor has at least one.
Eric Longman: I should say that we usually have excellent reception here.
!Mary D: I appreciate your patience. Upon checking, you have an excellent signal on your area and there are no outage.
!Mary D: How many signal bars do you have?
Eric Longman: It varies. Sometimes I’ll have four or five bars, but can’t make any outgoing calls or send texts. Most of the time, though (like right now) I have no bars – just an ‘X’ and the phone says “No Service”
!Mary D: If that is the case we will perform basic troubleshooting on your phone, and afterwards, if needs advanced troubleshooting, I would need to refer you to our Techical Specialists. Would that be fine?
Eric Longman: It’s not the phone, I promise you. The problem is affecting FIVE different phones, all at the same time, all in the exact same time frame (starting on Monday). ALL of them work fine when we travel away from this specific location. The phone is fine.
!Mary D: I perfectly understand, however to be able to resolve the issue we need to perform the basic troubleshooting.
Eric Longman: What a complete and total waste of time. Do we have to perform basic troubleshooting on all five phones?
And just so you know, yes, we actually DID perform “basic troubleshooting” on every phone I could lay my hands on before we arrived at a groundbreaking idea: