Signal & Voice: - 2 or fewer bars on phone - Garbled/dropped/mute calls - No service (specific location) - Calls redirected to T-mobile - Coverage device (signal booster)
Data Issue: - apps not working - cant send imessages - data throttle/deprioritze - cant connect to internet - data overage - SOC fall off
Location
Software: - Crashing apps - Cant take pictures - App/phone updates - Cant download - Phone power
What were you doing with the device when this started happening?
Available on the Network tab.
Available on the Account Tile on the Summary screen
Available on the Device tile.
The Device Tile in Grand Central provides you with a quick visual for which of the following device categories?
What system do we use to fix troubleshooting issues?
Where do you normally experience these issues? Home, work, school?
Situation
Duration
the Network Tile is...
SyncUp Drive
IMEI Blocking. Installed Apps. Device Settings. T-Mobile App is up to date.
Grand Central
LTE Device Compatibility, Known Outages, Local Site Issues, Previous Complaints
Settings.
Location
Get the complete picture of what the customer is seeing. You must fully understand the this to determine a root cause.
Device
Situation
Provides engine diagnostics. Vehicle recall notifications. Fuel pricing. Trip notifications. Security notifications. In-vehicle WiFi capabilities.
Green
Network/Account
Learn when an issue started and if it is repeatable, which helps you correlate the problem with other events like upgrades, app downloads, or known issues
Data SOC Provisioned, High Speed Data Priority, and High Speed Data (speed reduced)
Device/Network/Account
Where the issue happens can help you understand if the issue is related to coverage
