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.
T-mobile does not care, users have been complaining about this since they implemented it. Same standard response - its for your security and explanation hoe it makes you safer.
It would be better if the could find a way to get the robocalls to input two digits before connecting. Oh but no - let's inconvenience the genuine Customer
Sent from my BlackBerry - the most secure mobile device
Hola Amanda,
any update on when T-Mobile finally revokes this questionable "security feature" or at least allows customers to disable it on frequently called numbers?
I regularly call my mom overseas and have to enter the two digits every time. Why does T-Mobile think there is any "security" value in always forcing me to enter the two extra digits is beyond me. Perhaps it's time for you to review this policy seriously and adjust its implementation.
I requested removal over a year ago. This had not happened. Time is ticking on my support for t-mobile. You are very unhelpful
Hola,
All of your customer service reps that I've spoken stateside and the Philippines wasted an 1 1/2 of my time and couldn't even tell me what the problem was and I'm being charged extra for this connection process. T-Mobile is looking very bad in terms of its misinformation and charging customers for this process (it's not even free). What is T-Mobile going to do about it?
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.
Yes, I have an international calling package. And no, I should not have to use Google voice to make international calls with T-mobile.
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.
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.
Empresas
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?
