Forum Discussion
Forced to enter additional digits after dialing an international call
Recently we added the Unlimited Stateside International calling plan to all of our business lines. Then, starting last week whenever we make an international call we get a recording that says "to complete your call please dial XX" where XX is some random two digit number. I looked this up and found on this page: Realizar una llamada internacional which says, "
Lo que deberías saber
Al llamar a algunos países, es posible que escuches un mensaje automático que te pide que ingreses un dígito aleatorio entre 0 y 9 para completar la llamada. T-Mobile added this extra step to help prevent fraud, and it's only needed when calling certain international locations."
Of course we were not advised of this when we added the Stateside International Calling feature and to make matters worse it's not just to "certain international locations"- its on EVERY international call.
Over 90% of our international calls are to the UK and the UK is hardly a high fraud calling destination
This is causing a lot of distress for our users. And TMobile should take the same approach other carriers take- use surveillance software to detect fraud and unusual calling patters and put the recording on those accounts and not just on every international call from every phone.
We need to get this removed ASAP from all of our lines or at the minimum for calls to the UK ad EU. These are not high fraud destinations.
¡Hola!
Welcome to our Support Community! Having to dial extra digits just to initiate an international call can be frustrating and I'm sorry it's causing distress to users. This is a feature that cannot be disabled at this time but the request for the option has been forwarded.
That's great when you're on wifi or have five bars of LTE but when I'm driving or traveling without wifi I need to be able to place calls. We use WhatsApp but all those apps need fast data.
I agree that TM should allow, w.o. restrictions, the ability to make intl. calls.
BTW, we used Google Voice before LTE came into existence for intl. voice calls.
I hear you guys. An extra minute adds up! I want to be transparent that I'm not certain if this is an actionable request, because typically measures taken for "security" are reasoned over long and hard before they're implemented. That said, your feedback is super valuable and we will pass it on. We always appreciate knowing how our customers feel about things, and like to avoid eye-pokes wherever possible, so thanks for chiming in!
I can only share users level of frustration at this measure being added without any notice - even your stores and customer care staff had no idea about it - it's not a matter of the added time it is completely ridiculous and if the UK is such a fraud hot spot (I am a Brit living in the US !!!) then why is it not added to main line UK based numbers?? Completely ridiculous. I have been a very happy customer for 6+ years but failure to remove this feature SOON will have me and my family looking for another provider
I'd like to know HOW the bad guys can route a call over someone else's phone line. Do they show up on the legitimate user's bill?
Empresas
This is not only annoying, it presents a safety issue, when being prompted to enter 2 digits while driving and trying to make international calls in handsfree mode.
I'm a new T-mobile customer and make frequent international calls while driving to/from work. This has been a frustrating and sometimes dangerous "feature", and has no bearing on fraud prevention. I was with AT&T for 10+ years before switching recently, and never had this issue.
As I mentioned several months ago in this thread - couldn't you use Google voice to route international calls? Or, do you have an international calling package? In any case, TM should not be doing this.
Yes, I have an international calling package. And no, I should not have to use Google voice to make international calls with T-mobile.
I am having the same problem since the end of October 2018 and it is costing me extra. Please see details of my issue below---
Hi, I've been having a problem dialing international numbers in the Caribbean (in Miami). Since the end of October, whenever I dial a number in the Caribbean, I get a message that comes on saying "to complete this call, please dial 34" (for example). It's always the same message with the two numbers at the end changing with each new call. The problem is that it blocks me from making a direct call (though I am dialing properly) and still charges me for the time it takes to the play the message and ring the number BEFORE the number has even connected. At other times it just drops the call after playing the message and you dial the two numbers as directed. Can someone help? I've been given the run-around from the T-Mobile tech office in the Philippines being given answers from dial 011 (how you dial the UK and not the Caribbean) and it's a collect call (which makes absolutely no sense) as answers. I also spent an 1 1/2 on phone with no resolution. Completely fed-up and this point and needing help.
