calls from jail

I’m convinced it’s a T-Mobile issue.

Its because they have issues with their DTMF / Touch Tones working. I have been dealing with this issue for a year at me work, T-Mobile has been absolutely useless to help.

For us, patients are calling to complain in droves because they have an iphone or android and press options on our IVR and nothing happens. They have to hangup and try the call again. Sometimes as many as 5 or more call backs are needed before their tones are registered. I got a T-Mobile line of service to test and called not only our number, but the local hospital whom we have no technology ties to. I reached out to T-Mobile to complain and after back and forth, they told me it was "an iphone issue" and closed my ticket. So I went and bought a T-Mobile android phone and duplicated the issue. I then got another Android phone and duplicated the issue yet again. I also had a coworker with T-Mobile try and duplicated yet again. They came back claiming the issue was now with my Nord N200 device being "international" and "not supporting VOLTE.". I explained that this is a USA phone, with all the carrier updates, and on the phone screen it clearly shows VOLTE in the corner. They then told me I would have to have our patients call to complain about the issue because they can't create a larger ticket unless people call to complain. Never mind that a large amount of our patients are older, and don't have the patience to reach out to T-Mobile. Plus, they will just be told to "try wifi calling" (which doesn't work), or "Reset their network settings" which will clear out all their wifi saved networks and create even more problems, and "reboot the phone". Its honestly a joke. I have never had this issue with my Verizon phone, and my boss at AT&T with no problems.

So I've been dealing with this for the last week. My fiance was just transferred to an Ohio prison and I haven't been able to speak to her since she got there. I've spent a total of 4 hours on the phone with every customer service representative, technician,and supervisor that has not given me one explanation or even helped me.  Every single one has passed the buck and sent it on down the line; and even hung up after having me on the phone for over an hour. So can someone help me with this is or do I just continue to pay them and not get any help with this problem. I just want to talk to someone who will be honest 

Happening currently. Turned off spam block and it worked twice.  Ticket has been sent to  their  engineers . Worked this morning but then not this afternoon.  This is so frustrating.   

calls from inmates do not ring and cannot accept by pressing ‘1’.

Been with T Mobile for 2 weeks and it quit working when I switched from Verizon. T Mobile does not care about problem and apparently will not fix. This is happening to hundreds of people with inmates in prison and is reason for me to dump T Mobile!!!!!!!!!!!!  and go back to Verizon.

2 weeks with Tmobile and this is a showstopper with me. I will go back to verizon

9:32 p.m.

It is a recurring problem and nobody is doing anything about it. Many people are complaining.

For complaints go to calls from jail | Comunidad de T-Mobile

Try calling the support number for the phone company offering the service to the prison. In my case it was Securus who offered the service. They did something from their end that took the blocker off. Also call and verify again with T-mobile that their spam blocker is off. It took a couple of times to get it done. 

Good luck!! 

I am having this same problem!! It's been happening for months and I keep getting on the phone with them and they keep telling me to reset things and check my call forwarding but it's still not working! Very frustrating! 

I'm having the same problem my love one calls and I push 0 to except but it won't go thru but I can except other calls I don't known what's wrong I called T-Mobile they say it's nothing showing I called GTL they say it's nothing I don't know what else to do. 

Literally just started having this problem a few days ago with me not being able to accept my husbands call.. I'm receiving his calls but when it's time to push "0" to actually accept the call it never goes through as I'm pushing "1" a zillion time until the call hangs up.. I have not been able to communicate with my husband over the phone.. what upsets me the most is that we've had a death in the family and I wasn't able to tell him over the phone I had to email him.. its hard already is with him being away but its one thing not being able to grieve properly hearing his voice.. I've been with T-Mobile for quite some time now.. and everything that everyone has pretty much said about them telling us to restart the phone and to take the scam shield off has not worked. No other options were offered to me with the extra stress they have caused me.. I should've been reimbursed on my phone bill for a month or confiscated for the hassle I'm having to go though.. So to anyone who's still experiencing this don't waste your time calling technical support.. just go ahead and switch services to save you time, which I'm in the process of doing right now.  

I have been having the same issue on one of my Tmobile numbers and the other one is working Fine. But in the scam shield  app, there is a place that allows you to add numbers to always receive calls from. I don't know if it will work yet, BUt I am trying it right now. I added GTL number to always allow and I am waiting from my Husband to call that number.  Lets keep our fingers crossed