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manotee
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Re: WIFI Calling Preferences Being Forced to Cellular Preferred
I am breaking my promise. I am making one more post as a T-Mobile customer. I am leaving T-Mobile for CREDO Mobile. I do this with regret. When I joined T-Mobile it supplied voice reliability through Wi-Fi calling. As long as my Wi-Fi was working, my phone used Wi-Fi calling with no problems. If I had any problem, T-Mobile Customer Care came up with the solution. This all changed with a software upgrade two years ago. Wi-Fi calling became unreliable, and my voice quality suffered. It kept getting worse. I started losing calls. Over the past months I have put a lot of effort into trying to get T-Mobile to fix the problem. Calls to customer care did not provide a solution, and a promised callback from technical support never happened. A letter to customer care at headquarters resulted in a call from a customer care rep, but my cell phone quality was so bad we had to switch to my land line, and then to emails. Still no solution, although I was offered a discount on a new iPhone. I then searched for T-Mobile USA management and found Callie Feld,executive vice president and chief customer experience officer. I sent her a letter detailing my experiences and asked for help. I waited a week and a half, then sent her another letter yesterday saying the wait was over, I was switching to CREDO. T-Mobile customer care is the main face of T-Mobile to its customers, and it is the face they see when they have problems. When customer care fails to provide the needed support, T-Mobile looks bad. With this issue T-Mobile looks incompetent. T-Mobile should be able to query its problem database to determine how many customers have this issue, how long they have experienced this issue, and the models of the phone that are having this issue. Customer care should be sharing this data with product support. They should be saying 'Albuquerque, we have a problem.' So I will say it. Albuquerque, you have a problem.13Visto4likes0ComentariosRe: WIFI Calling Preferences Being Forced to Cellular Preferred
This will be my last post on the Wi-Fi preferences changed issue. Once I switch carriers, I will have no reason to say anything else. I have three issues My Calling preference for Wi-Fi calling being changed to Cellular against my wishes. No, my preference didn't change, it was changed without my permission. While using Wi-Fi calling, some incoming calls are missed. This has no relation to #1, since it happens when I am in Airplane mode with Wi-Fi and Wi-Fi calling turned on. My preference for Wi-Fi calling isn't changed. T-Mobile customer support does not have the practices and procedures to support their customers with this issue. T-Mobile and Samsung seem to not have the competence or desire to fix this issue. I switched to T-Mobile specifically to get Wi-Fi calling. We traveled to Sedona on vacation and stayed in a resort in the Oak Creek Canyon wilderness area. The resort offered Wi-Fi, but there is no cellular service in this area. To use my cell phone, I would need Wi-Fi calling. My T-Mobile phone worked without problems on this trip. In future trips we have stayed in remote accommodations not offing cellular service but with Wi-Fi. My Wi-Fi calling has worked flawlessly. But with what I have heard called as the Pie update, Wi-Fi calling has been an issue. For a couple of years T-Mobile customers needing Wi-Fi calling due to no or inconsistent cellular service, Wi-Fi calling has been unreliable. No suggested settings, no workarounds, no updates fix or mitigate the problem. More disappointing is the incompetence I have seen in customer support. T-Mobile practices and procedures, as well as the technology used to support contacting the customer have exacerbated the issue. Customer support does not get back to the customer when a response is promised. Customer support seems to not understand the serious of the issue to the customer. I have used and worked in IBM customer support. Their system is oriented in getting solutions and keeping the customer informed of the progress of the solution. The support system keeps a knowledge base of known problems and solutions, and reminds customer support when a response is due to the customer. The T-Mobile system seems to offer none of these important features. I was employed at IBM when Lou Gertsner was hired to do its turn-around. He told us anyone dealing directly with a customer was in sales. I was skeptical, but came to understand what he was saying. It is especially true today when most of our interaction with companies is through the internet. Unless we visit a T-Mobile store, our dealings are with customer support. They don't sell us things, but they can definitely make us ex-customers. Poor customer support and inability to fix or understand the customer's problem makes the customer to look for solutions elsewhere. I was at such frustration with phone customer support I wrote a letter to corporate customer support and heard back from a corporate rep. I was in negotiations for a solution when the rep seems to have disappeared. No rep, no solution. Only silence. Although my cellular service is still weak, and very weak or nonexistent in parts of my house, I have turned off Wi-Fi calling for now. I spend most of my time at home in my man cave, and the T-Mobile signal is strongest (usually 1-2 bars) in this room. I leave Wi-Fi on for other functions to work in weak signal areas. This works at home, but I will need reliable Wi-Fi calling on vacations, so I need to find a cellular service that supports reliable Wi-Fi calling. I don't use 5G now, and probably won't need it for a while. I don't game or stream. But since it is available, I will get a 5G capable phone when I switch. What makes this decision sad is T-Mobile is poised to offer the best 5G C-Band service, as Sprint owned a good number of the C-Band frequencies. I am looking at 3 Verizon network options CREDO - good but not lowest price for my usage, but among the best customer support. Online only. Spectrum Mobile - best pricing, but very new at the customer support business for cellular service. Does have a local office. Verizon - Owns and controls the network. Not best pricing. As a previous customer, the support was good.9Visto2likes0ComentariosRe: WIFI Calling Preferences Being Forced to Cellular Preferred
I set my Galaxy S9 to airplane mode, then turned on Wi-Fi and Wi-Fi calling last night. It should never switch to cellular and always be active on the internet. This afternoon, I called my cell from my home phone and got the message 'This phone is not accepting calls, try again later'. Five minutes later I tried again and my phone rang almost immediately. Five minutes later I tried again and after about 30 seconds I was sent to my voicemail. This has to be a phone and T-Mobile Wi-Fi calling networkissue. There is no workaround for this problem, and T-Mobile and Samsung seem unable to fix it. If you need to use Wi-Fi calling whenyou have poor cellular service, expect to miss a lot of calls. The only fix on T-Mobile is to switch from a Samsung phone to another cellular phone company product. This probably means a phone upgrade at regular price to fix a problem caused by T-Mobile and Samsung. If you like Samsung phones, like I do, the solution is to switch to another cellular provider. I have Spectrum Mobile in my area and their price for a senior citizen not using much high speed data is much cheaper than my T-Mobile plan. The problem is it uses the Verizon network and my S9 is not supported. I will have to get a new phone, but even then if I use less than 1 Gig per monththe Spectrum plancost will still be less than my current T-Mobile plan, even paying for a new phone. The secondary issue I have is with customer support. My problem was forwarded to Technical Support and I was told to expect a callback. A week later, after no callback, I called in again and eventually was connected to Technical Support. They had me try a fewthings, but nothing corrected the problem. I am in contact (I thought) with corporate customer support, but after first contact they seem to be ignoring me as well. I get the feeling they want customers with problems they can't fix to go away. They will soon get their wish.11Visto2likes0ComentariosRe: WIFI Calling Preferences Being Forced to Cellular Preferred
I am working with T-Mobile corporate to try to resolve/mitigate my issues. Like most here, I have the Wi-Fi optimization issue, switching from Wi-Fi tocellular, even though I am just feet away from a very good ASUS router. My cellular signal strength varies from 2-3 in the best location to 1 or none in other areas. I want to be able to take my phone anywhere in my house and not lose a call. This originally worked great with Ethernet connected CellSpot routers, but died after a software update. Many updates later and still doesn't work reliably. I since upgraded to ASUS RT-AC86U routers, hoping to have better connectivity and reducing the impact of leaving T-Mobile. Didn't help my Wi-Fi optimization problem, but my kids noticethe faster speed when they visit. Call support was no help. Every suggestion failed. I have an additional issue that I haven't seen explicitly addressed. I frequently have incoming calls routed directly to voicemail after what seems to be a futile attempt by the T-Mobile network to locate my phone. It takes about 30 seconds for this to happen. The voicemail notification may be quick, or it may take a while to appear. This can happen when in cellular or Wi-Fi mode. It might be after a phone directed optimization takes place, but no way to know for certain. Being old, I don't gameor watch videos (other than news or weather), so my phone is primarily for communication. Since it often fails to communicate, I consider it defective and subject to replacement under my T-Mobile warranty. The problem is getting a replacement phone that doesn't have the problem. To be certain to remedy this issue on T-Mobile, that means an iPhone. Since this problem seems to be exclusive to T-Mobile, it is actually cheaper for me to switch to Spectrum Mobile using the $14 per Gig plan. If T-Mobile doesn't have a solution soon, I may have to switch.6Visto2likes0ComentariosRe: WIFI Calling Preferences Being Forced to Cellular Preferred
I continue to have the "Wi F calling preferences updated to optimize network experience" message appear on my Galaxy S9 constantly. It is changed from Wi-Fi to cellular, even though I have only one baron cellular service and am 5 feet away from my ASUS RT-AC86U router. It seems like I miss calls when it is reset to cellular preferred. I have many issues with this unwanted "service". If I set a preference, it is what I want and I expect my preference to be honored. Is this reset only on my phone, or is it also recognized by T-Mobile so if I get a call T-Mobile will only use cellular and not work if I don't have sufficient coverage? T-Mobile has replaced my SIM card, but that didn;t help. There was a suggestion to clear the cache partition and reset network connection. I have done this repeatedly and it doesn't work. It looks like I have three solutions: Take my Galaxy S9 to AT&T, stay with T-Mobile and replace my Samsung with a different manufacturer's cell phone, or go to Spectrum/Verizon and get a new phone. Note to T-Mobile: If you are monitoring this issue, please respond.15Visto3likes0ComentariosRe: WIFI Calling Preferences Being Forced to Cellular Preferred
I have been frustrated with this issue for some time. I switched to T-Mobile years ago when they were the first to offer Wi-Fi calling. I needed it for a vacation, as the resort we stayed in had no cellular signal. It worked fine for many years, always staying Wi-Fi preferred, until a software update caused it to start resetting to Cellular, even as I sit with 3 feet of my router. I switched from T-Mobile CellSpot router (ASUS RT-AC68U) to a pair of ASUS RT-AC86U routers with latest AIMesh firmware. No difference. I update software every time it is offered, but can't get Wi-Fi preferred to stay. With the latest November update, Wi-Fi preferred will stay for several days and then seemingly hourly continue to switch to cellular. I have done the network reset and clear cache partition, but didn't change a thing. The last time I reported this to T-Mobile they replaced my SIM card, but didn't fix it. T-Mobile suggest S10 customers turn off 5G, but that isn't an option for my S9. I tried the Airplane mode with Wi-Fi on and Wi-Fi preferred, and Wi-Fi did stick, but my Windows 10 Phone Companion app wouldn't connect to the phone. If I am on my computer, I prefer to use the app. Except for this I am fairly happy with T-Mobile and happy with my S9. I live in Asheville, NC, and mobile service is spotty where I live. I hope the merger of T-Mobile and Sprint will offer better coverage. As for 5G, if I ever do upgrade to get it, I will wait for the mid-range C-Band to be supported.Sprint already owns a lot of frequencies in the C-Band range that can be used for 5G. I don't understand the message. "wi-fi calling preferences updated to optimize network experience". If I have it set to Wi-Fi preferred and am not connected to Wi-Fi, the phone will use cellular. If I connect to Wi-Fi, I want to use Wi-Fi. I set my preference and don't want T-Mobile to reset it. My only option may be to switch to Spectrum Mobile using Verizon network. I will have to buy a new phone, but the frustration with this issue may push me to do it.20Visto6likes0Comentarios