calls from jail

Literally having the same issue I dialed #632# and still not able to accept calls from my husband. My mother has T mobile and is able to accept calls and we have the same phone so I’m not sure. Judging from all these complaints nothing has been resolved 

Im legit having this issue. When I go to press 1 it doesn't go through. I reset my phone, power it off and nothing works. And coincidentally it happens on the weekends most of the time. I called securus before and they said it was a technical issue and it was resolved but it's been  happening. I feel like it's my phone because it's 5g and I'm not in a good 5g network, but I changed my network and it still doesn't work. I feel like t-mobile isn't gonna be able to do shit. Securus even said they have issue with t-mobile, and at&t with connection issues. I'm not sure. I hope you figure yours out and it works for you. 

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.

I've had so many issues with signal in my own home (in an urban area with plenty of signal) that using the phone for work has been embarrassing. Now having this experience with my brother who just went in a couple months ago trying to call on Christmas it's time to move on. What a hassle for all of you. I hope everyone finds a better alternative. 

I’m having the same problems. I had no issues receiving calls from my wife in prison up until 4 days ago and now nothing will come through. I’ve turned off scam shield and scam blockers, done #632# multiple times, Securus even suggested adding their 866 phone number to my do not block list and still nothing. I even switched from Android to IPhone and still no change. I’ve have literally been on the phone with TMobile for like 8 hours over the past 3 days and still no change. I will probably have to go to Verizon now, this is ridiculous! 

I have done all the things that everyone suggested or has worked for them. It has been 1 1/2 years. I did the same thing that someone else said on here.  They went out and bought a new phone. This is the only other thing I thought I should try.  Because I have done Tech Support, I don't know how many Tech tickets to date I have, Customer Service on both sides, Supervisor and their supervisor, turn off spam etc.... etc... etc!!! I'm just so upset I feel numb. I'm drained emotionally from GTL & T- Mobile playing with my emotions now! I don't know what else I possibly could do. If it wasn't for being able to email him, and have a land line in my home to talk to him once in awhile, I don't know where I would be. I feel bad there are so many of us in this situation.  Sad thing is T-mobile and GTL just don't care to fix it. A year and a half later and still nothing. Hang in there!!!

I also am having this issue for the last couple days. It isn't every time my husband calls but he said he tried to call me 2 times yesterday and I didn't answer. I don't show any missed calls from him and my phone never rang. This is an issue that needs resolved (last thing I need is my hubby thinking something crazy!)... And when your in there you always think the worst! 

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 called Tmobile and there was some sort of block on the account even though I removed the scam blocker and added that number to always come in. It started working better  but its not 100% my husband has to try 3 times for it to Connect. Frustrating!!

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 

Been having same problem with tmobile with receiving calls from inmate. Called prison, icsolutions tech support, tmobile tech support to file 2 trouble tickets. I finally gave up and purchased 2 Vtech handsets with voice over internet protocol landline. Landline service provided by Xfinity for less than 10 dollars per month. Have received all calls from prison facility!!!! with much much better quality.

I’m having this problem also. I’ve called T-Mobile and they turn off spam block but still doesn’t work. I have a family plan with my dad and he is able to get the jail calls. The only difference is that I have an iPhone and he has an Samsung. I don’t know if it has anything to do with that.