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.
This "feature" is back. Support has no idea that it's even there. This is annoying enough to switch my account to someone else if they can't fix it.
Thank you all for posting this. I am running into the exact same issue as the OP on a number I call frequently in France (my father), and it has been driving me crazy. I too have been getting the exact same idiotic responses from Tmobile "support". It's nice to hear that I am not alone, and sad to confirm that nobody at Tmobile has the slightest idea about this "feature" or how to turn it off. I have given up on Tmobile because of so many issues with service, and will likely be transitioning to another carrier. I hate to lose their "stateside international" calling feature, but at this point it is probably worth it.
This issue has been going for years now. It looks like developers at T-Mobile are quicker to implement unnecessary features than to remove them. This is so frustrating. How many customer's complaints do you need to take this seriously?
The first post in this thread is 6 years old, and it is still impossible for users to turn this feature off. This is insane. Good job, T-Mobile! You show how much you care about customer feedback. 🤡
