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
Its because T-Mobile has an issue with their DTMF/Touch tones, which don’t register most of the time.
I am dealing with this issue right now at my medical clinic and the local hospital. 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
I work for a medical clinic and we have thousands of patients that have this issue with T-Mobile when calling us. We have put in several tickets and were told there was “no issue found with the network”, then we were told it was an “iphone specific issue”. So far I can duplicate this issue on both Android and iPhone, but it only happens with T-Mobile, no other carriers that we can get to duplicate, so its NOT iPhone specific. Any ideas?
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