Sep 16 (9 days ago)
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You have been connected to !Yuri C.
karl tipple: is there a 4g network outage my 4g network not working on dwl or mms or internet browser
!Yuri C: Thank you for contacting T-Mobile Live Chat, my name is Yuri C. rep I.D. 1450715, I'll be assisting you today regarding your coverage.
!Yuri C: Since when did this start happening?
karl tipple: yesterday at 10am im only one in the home with 4g they got 3g
karl tipple: i try a speed test was not able too
!Yuri C: I see, I'll check your area in our coverage map to see if there's anything that's causing this. I'll be back within 3-5 minutes.
karl tipple: ok
karl tipple: this what i get i send on twitter https://twitter.com/i/
!Yuri C: Is this the exact error message your'e getting when you try to browse the web?
karl tipple: yes i did google.com too and get it on instrgram i get can't get feed message
!Yuri C: Are you able to make calls or send text messages?
karl tipple: i clean out cookies and password and everything turn the phone off all last night aslo take everything out of
karl tipple: yes i can make calls and send text but if its a pic text sometimes not go or if it does say try aging
!Yuri C: I see, let's recap, you can make calls/send text messages, but the device fails at task that require data and just to clarify, you see signal bars on the phone, and it indicates 4G, correct?
karl tipple: yes and yes all 5 bars and aslo say 4g i put it on airplane mode for little bit nothing but its fine when i put it on wifi
karl tipple: gmail takes one hr to send emails too or send it sometimes
!Yuri C: Alright, I will need you to check something on the device.
!Yuri C: From the Home screen, select Menu.
karl tipple: sytems got 403 mb of free space
!Yuri C: Select Settings.
!Yuri C: Ok.
!Yuri C: I'll take note of that.
!Yuri C: From Wireless & Networks, verify the Wi-Fi check box is cleared (turned off)
, verify the Airplane Mode check box is cleared (turned off).
!Yuri C: If you see a Mobile Network check box, verify it is selected.
!Yuri C: Select Mobile Networks.
karl tipple: yea both off and checked box is on for use packet date
!Yuri C: Ok, ensure that the following are selected: Data enabled (LG)
Use packet data (Samsung)
Enable always on mobile data
Data connection (Garmin)
karl tipple: its been raining sinces yesterday can they have something todo with it
!Yuri C: As of now, there are no reports about any tower outages or failure in the area, if you want, we can submit a service request to notify our engineers later on.
!Yuri C: I'll have your line re-register to the network, please turn your device off, take the battery and simcard out. Tell me once your'e done doing this.
karl tipple: ok and yes the phone off and everything out of it now
!Yuri C: Great, give me 2-3 minutes.
karl tipple: ok no problem
!Yuri C: Thank you for waiting, you can put the battery and simcard back, turn the device on, allow your phone to scan for an available network, then try to open a web page again.
karl tipple: ok
!Yuri C: Tell me if you will get the same error afterwards.
karl tipple: yup same error
karl tipple: only goes on the bar just a little bit then error
!Yuri C: Ok, let me check on one more resolution for this, I'll be back in 3-5 minutes.
karl tipple: ok
!Yuri C: I'm not sure if you tried this previously, but have you reset the APN settings on the device?
karl tipple: one thing that i can do now after all this is the phone main brower not work but the dolphin brower working now
karl tipple: nope apn never
!Yuri C: Ok, please press the Menu Key on the home screen.
!Yuri C: Touch Settings.
karl tipple: but inttagram still not able to load up
karl tipple: ok
!Yuri C: Touch Wireless & networks.
karl tipple: ok
!Yuri C: Verify that the following below are selected ( with check in the boxes ) Data Enabled
Use Packet Data
Data Roaming
karl tipple: use packet date is check date roaming not
!Yuri C: Please check it.
!Yuri C: Then touch Access Point Names or APNs.
karl tipple: its never been checked on any phone i haved but i checked it now
karl tipple: ok
!Yuri C: Press the Menu key.
karl tipple: t-mobile us epc.tmobile.com is green
!Yuri C: Alright, touch Reset to default.
karl tipple: ok done
!Yuri C: Nice, Test the data connection again by opening a webpage or by sending a picture message to your own number.
!Yuri C: Make sure you save the settings after resetting the apn to default.
karl tipple: page still trying to load
!Yuri C: Ok, tell me if the same error will appear.
karl tipple: i haven't got error yet still trying to pull up google,com
!Yuri C: Alright.
!Yuri C: Does your device indicate that the page is still loading?
karl tipple: yes that thing going around in a like a o and 4g green and yellow flashing ok google.com now up
karl tipple: but sending pics not
karl tipple: cant refresher on instagram and foursquard
karl tipple: error say cant refresher feed
!Yuri C: Ok, let's proceed then.
karl tipple: sending trying to send pic to me
!Yuri C: Ok, tell me once you recieve it.
karl tipple: just got the 0 for sending still
!Yuri C: Ok, let's try one more step, if the issue will still persist, I'll be referring you to our technical care department for further assistance.
!Yuri C: Please go to the home screen again and press menu.
karl tipple: ok
!Yuri C: Touch Settings.
!Yuri C: Touch Wireless & networks.
!Yuri C: Touch Mobile Networks.
!Yuri C: Touch Access Point Names or APNs.
!Yuri C: Do you see a T-Mobile APN?
karl tipple: yea t-mobile us with a green button
!Yuri C: Please select it.
karl tipple: epc.tmobile.com
karl tipple: ok
!Yuri C: Verify and update the following settings for the Data APN:
!Yuri C: Name: T-Mobile
APN: epc.tmobile.com
Proxy:
You can also set: 216.155.165.050
Port:
You can also set: 8080
Username:
Password:
Server:
MMS proxy:
You can also set: 216.155.165.050
MMS port:
You can also set: 8080
MMS protocol: WAP 2.0
MCC: 310
MNC: 260
Authentication type:
APN type: OR Internet+MMS
!Yuri C: Tell me once your'e done verifying/updating these settings.
karl tipple: yes
!Yuri C: Alright, press the menu key then touch save.
karl tipple: ok
!Yuri C: In the list of APNs, delete all others that may appear. If there is a FOTA APN, you may leave that one. To do this:
Touch the APN you want to delete.
Press the Menu key.
Touch Delete APN.
!Yuri C: Verify that there is a circle next to the one remaining APN to show it is activated.
karl tipple: apn say epc.tmobile,com
!Yuri C: epc.tmobile.com?
karl tipple: when u in edit access point name t-mobile then next one down apn say epc.tmobile.com
!Yuri C: Ok, good, next thing wee need to do is to soft reset the phone.
!Yuri C: To do this, turn off the device.
!Yuri C: Press and hold both Volume Up and Volume Down keys at the same time.
!Yuri C: Press the Power key only until the phone vibrates once, then release only the Power key.
!Yuri C: Continue to hold the Volume up and Volume Down keys until the Android System Recovery screen appears.
!Yuri C: Press the Volume Down key to highlight Wipe cache.
!Yuri C: Press the Home key to select.
!Yuri C: Press the Volume Down key to highlight Yes.
!Yuri C: Press the Home key to select.
!Yuri C: Press the Home key to reboot.
!Yuri C: Once the phone reboots, try accessing a web page again or try sending an mms to your own number.
!Yuri C: Are you still there?
!Yuri C: It seems that you have stepped away from the keyboard, this chat session will close in 60 seconds.
karl tipple: turning on
!Yuri C: Ok.
karl tipple: checking sd card now
!Yuri C: Ok.
karl tipple: google.com came up
!Yuri C: Alright, how about sending an mms to your number.
karl tipple: trying pic now
!Yuri C: Ok.
karl tipple: still on app ..pic still sending
karl tipple: and i just got a mms saying dwl
karl tipple: mms just say unable to dwl pic still trying
!Yuri C: Understood, I'll be placing memos on the account regarding the steps that we have performed so far regarding your device issue, this will be used a referrence by the next technical care representative that will be assisting you. You can contact them at1-800-937-8997. Is there anything else that I can assist you with through chat?
karl tipple: ok thanks
!Yuri C: Thank you for taking time in using the T-Mobile Live Chat service, have a good day.
Thank you for using our online help. You may now close this window.
-- emails
Sep 22 (3 days ago)
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Hello Karl we apologize for the delay our engineers are still working towards a resolution. We appreciate your patience.
^AS
Sep 22 (3 days ago)
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I understand and we thank you for your patience. Hopefully not too much longer.
^AS
9/25/12
5:43 PM (16 hours ago)
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Sorry for the delay our engineering still has the TT open and there is currently no estimated time of resolution. Truly apologize for the delay hopefully we will have something soon.
^AS
Hello Karl,
Thank you for contacting T-Force.
I regret that you are experiencing coverage issues in your area.
So our field technicians, know where we need to improve the network, please sign up at T-Mobile Take Action Now. Here you can become an advocate for reliable wireless coverage in your community.
From reviewing the records you provided, it appears a trouble ticket (4370798) has been filed and you have been in contact with our Technical Support department. You have done everything that could be asked on your end to try to get this issue resolved and we appreciate that.
At this time, I do not have an exact estimated time of resolution to provide but if you continue to have service issues, please contact our Technical Care department at 1-800-937-8997 for additional assistance.
While T-Mobile is unable to guarantee coverage in all locations and provides coverage maps on our website that include street level approximations of coverage, we are constantly looking at options for improving coverage and enhancing our network. We are committed to providing you the coverage you want to help you stay connected to those that matter most to you.
Thank you again for being a T-Mobile customer.
Sincerely,
John R @T-Force
Please visit our forums and join a community of T-Mobile users just like yourself http://support.t-mobile.com/
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