TMobile NL won't fix network issue with my number (8 month)!

[Anoniem: 579396]

Hello.

First of all, sorry I write this post not in Dutch.

Here I would like to share my story which has been started on June, 2013, when I switched my number from Lycamobile to T-Mobile in the Netherlands. I wrote an application for number transfer, signed the contract.

But once I got my number transferred I noticed an issue. I can't receive text messages (SMS) from abroad mobile numbers (I consider all of the countries, or most of them). Here is the list of countries from where I can't receive it: Germany, Italia, Poland, Russia, Finland, Iceland, Australia, Romania, Sweden, Norway. More than sure I can extend this list endless, but these are only countries I kept a track of (when I start troubleshooting process, to help T-Mobile technical support catch the issue).

I've done a lot of tests, asked a lot of colleagues, friends, everyone to send me test messages. I've done all sort of magic like: putting sim to another phone, having new sim, sending message to another T-Mobile number (which is work, but with mine is not), etc...

And I was literally begging to process with my issue, sending tons of emails to support. But all the time my cases were closed as 'fixed' (and few times I even heard it on the phone: I fixed it! restart your mobile), but it wasn't. One time I even had a rude support engineer, who just hang on me, during the talk.

Well, after 5 month (approx in november), support sent me an email with resolution: it's not a problem in our network - contact the other side provider to resolve this. The other side provider??? All of them? Very nice, okay.. I've asked few of my friends who was sending me messages to test - please, send me one more time and then fill a request to customer support of your provider to ask for a help. And Polish provider did the investigation and returned back the report to T-Mobile! The resolution was: message leaves our network normally, but it doesn't go into a T-Mobile's one, because of rejecting or not accepting as T-Mobile number.

I sent this to T-Mobile, and after more than one month (approx) of radio silence, I wrote a mail with all my bad feelings about it, asking to give me any information about my issue. It was happened on December 27th. After almost one month more (end of January) I started this topic in their forum: https://forum.t-mobile.nl...-seems-impossible-226591/

Only then (after 2 month of radio silence, and 8 month in total of my issue exists) I've got some conversation from forum moderators!!! but it was ended up with nothing. You can check it in the thread.

I can't switch the number, because too much stuff are dependent on it already I can't use this number for registration on webservices (when I book a ticket I didn't get any confirmation messages, if the web-service is not NL). And it become really annoying to tell everyone I know: please, don't send me an SMS, my number can't receive it. When somebody asks me - why does your provider won't fix it? Well, I dunno, why?

Here is my complaint about it, more than sure it won't change anything. But at least, people will know about this story and level of support.

P.S> I had an idea (and some of the ppl on the forum has it as well) - the problem is related to the number transfer. Still, when SMS goes thru the route, something doesn't recognize this number as T-Mobile and still detects as Lycamobile. I've told about this assumption to T-Mobile may be 30 times. Ignored Well, it's better to say to the customer - it's not our problem, solve it with all other providers.

Links:

• https://forum.t-mobile.nl...-seems-impossible-226591/

[ShitHappens]

So clearly, something went wrong transferring your number from Lycamobile to T-Mobile. Maybe you just forgot to tell in this post... But... Have you contacted Lycamobile about this issue?

And, besides that, what's the purpose of this topic exactly? Fixing your problem, ranting about T-Mobile, warning others...?

[FooLsKi]

If I read it like this, it sounds like Lyca forgot to remove some pointers on the network. That way, when the SMS arrives in NL, it's pointed towards Lyca, which in turn rejects the message because it's an unknown number there (since you ported out to T-Mobile).

I would suggest contacting Lyca as the person above me did as well. I sincerely think they are the ones who can fix it.

[Anoniem: 579396]

ShitHappens schreef op donderdag 13 februari 2014 @ 17:07:
So clearly, something went wrong transferring your number from Lycamobile to T-Mobile. Maybe you just forgot to tell in this post... But... Have you contacted Lycamobile about this issue?

And, besides that, what's the purpose of this topic exactly? Fixing your problem, ranting about T-Mobile, warning others...?

Thanks for reaction!

Correct. Plus, may be someone else have an idea what to do, or how to troubleshoot. Or may be someone else had same issue.

Yes, I've contacted Lyca once. And I did it today again. The result you can see in my further post.

But it's very nice service then if I need to solve the problems myself. Why do I pay the money then I think the chance to get this problem fixed if T-Mobile will contact Lyca is much higher if I will contact then. I don't have neither tech information nor traces... I expect my provider will help me to solve the issue. But, probably it's wrong assumption

[ Voor 5% gewijzigd door Anoniem: 579396 op 13-02-2014 17:37 ]

[Anoniem: 579396]

FooLsKi schreef op donderdag 13 februari 2014 @ 17:16:
If I read it like this, it sounds like Lyca forgot to remove some pointers on the network. That way, when the SMS arrives in NL, it's pointed towards Lyca, which in turn rejects the message because it's an unknown number there (since you ported out to T-Mobile).

I would suggest contacting Lyca as the person above me did as well. I sincerely think they are the ones who can fix it.

Hi,

It is only one guess, that root cause is this. I think it's no point to wait for assistance from T-Mobile anymore, so I'll contact them myself and share the results. But I have a good feeling, that Lyca will review my application very long (since I'm not even their customer), return to me with 'we don't have a problems in our network, please, solve it with T-Mobile' (I had this behavior in gozillion of different cases) and after this I will end up with nothing :\

[Anoniem: 579396]

BTW. LycaMobile said to me:
1) You are not our customer anymore, you should solve it with your current provider
2) There is nothing left in LycaMobile about your number, we don't have anything to check
3) Even is it is, you should done it thru your provider.
End of conversation. All my arguments were pointless and ended up with: your number is not belongs to LycaMobile anymore. Contact your provider. Period.

[FooLsKi]

Anoniem: 579396 schreef op donderdag 13 februari 2014 @ 17:26:
[...]


Hi,

It is only one guess, that root cause is this. I think it's no point to wait for assistance from T-Mobile anymore, so I'll contact them myself and share the results. But I have a good feeling, that Lyca will review my application very long (since I'm not even their customer), return to me with 'we don't have a problems in our network, please, solve it with T-Mobile' (I had this behavior in gozillion of different cases) and after this I will end up with nothing :\

It's a very educated guess based on a little over 10 years of telecom experience... It's not the first time I've heard people complain about this issue. Again, I don't think T-Mobile is the one you should be complaining about, Lyca Mobile is the party that is the cause of your problems.

If I were you, by the way, I would have given up long ago. By now you would've saved yourself a lot of hassle if you'd taken a new mobile number and texted all your contacts with that new number. That should definitely solve your problem in no-time.

[NLKornolio]

Worked for ISP's in the past and you better off asking Tmobile if they can contact Lyca because when your not based at an ISP anymore they dont work for you, that should be there policy..

[Anoniem: 579396]

FooLsKi schreef op donderdag 13 februari 2014 @ 17:37:
[...]

It's a very educated guess based on a little over 10 years of telecom experience... It's not the first time I've heard people complain about this issue. Again, I don't think T-Mobile is the one you should be complaining about, Lyca Mobile is the party that is the cause of your problems.

If I were you, by the way, I would have given up long ago. By now you would've saved yourself a lot of hassle if you'd taken a new mobile number and texted all your contacts with that new number. That should definitely solve your problem in no-time.

Well, LycaMobile just forwarded me back to T-Mobile, again. Just now, no arguments accepted.

About giving up - yes true, but it is already the matter of principle. I understand if they tell me - sorry, we can't fix your problem, bla bla bla. But they just ignoring me. And technical support, I provided a gozillion of valuable information to them - ZERO. I don't believe they don't have educated engineers to solve this. Or at least to TRY! If you ever worked in technical support, you probably know how cool is when customer is collaborates in troubleshooting and answers all your requested info immediately.

I dunno, why don't they value and use it. May be they will tell in the posts to one of the articles. And also, I spent so much money to handle this SMS issue, especially if you need to agree with someone about the meeting in some foreign country - it cost you cents to send an SMS and euros to call and talk in the roaming.

[Anoniem: 579396]

caanova1984 schreef op donderdag 13 februari 2014 @ 17:42:
Worked for ISP's in the past and you better off asking Tmobile if they can contact Lyca because when your not based at an ISP anymore they dont work for you, that should be there policy..

Thanks for advise. But do you think T-Mobile did it if I am writing this posts here? They just ignoring my request about it for 8 month And on the forum I got from one of the moderators:
>>> My first thought would be to contact Lyca and ask them for further assistence. It's the only other option, which makes sense

Nice, right? That's it. And what Lyca answered me you can find in previous posts (but it is logical, I'm indeed T-Mobile customer and they should solve it).

[Anoniem: 579396]

Btw, they have tagged my post on T-Mobile forum as 'notp'. Does anybody know what does it mean?

[ Voor 31% gewijzigd door Anoniem: 579396 op 13-02-2014 18:34 ]

[PinokkioTV]

I think you should write them a letter, like we did in the past centrury. On real paper, envelop, stamps. The old fashioned way. The problem is clear and not unique, the solution must come from T-Mobile. You are their customer, their service fails.

If they fail to reply or solve this problem within 30 days from the day you post your letter, you should open a case @ de geschillencommissie. Register an account, fill in the form, pay € 50 and mention wich solution you want, including a tefund of the money you have to pay to de geschillencommisie.

If you need any assistance with the geschillencommissie because of languageproblems, feel free to send me a DM.

I assume you have abonnement? If you only use prepaid, the solution is in your hands: change provider with. Nummerbehoud again. Probably next time everything goes well

Did I mention that T-Mobile really sucks in their customerservice?

[SafariFlow]

Hi svscorp,

I work for a telecom provider (not T-Mo) and have seen this issue before with numbers ported from Lycamobile. I know for a fact that T-Mobile can't solve this issue for you, because the problem is on the Lycamobile side. This would have also happened if your number was ported to KPN, Vodafone or any other provider...

The problem is that they completely lack a certain SMS router for handling this international SMS "mobile terminated" traffic. When your number is ported from provider A to provider B. Provider A will always receive your SMS first (even after your number is ported). They should route this SMS to provider B. This doesn't happen at Lycamobile due to the lack of this router. Which is really pathetic (to say at least).

The only solution available is changing your mobile number. Issue will be solved immediately after that. So the solution provided above by PinokkioTV (porting to another provider) unfortunately will not solve this issue for you... (Except porting back to Lycamobile)

Ps. I don't understand why T-mobile didn't give you this information.

[ Voor 3% gewijzigd door SafariFlow op 14-02-2014 02:58 ]

[Anoniem: 579396]

PinokkioTV schreef op donderdag 13 februari 2014 @ 19:04:
Did I mention that T-Mobile really sucks in their customerservice?

No, you didn't

PinokkioTV schreef op donderdag 13 februari 2014 @ 19:04:
I assume you have abonnement? If you only use prepaid, the solution is in your hands: change provider with. Nummerbehoud again. Probably next time everything goes well

Correct

PinokkioTV schreef op donderdag 13 februari 2014 @ 19:04:
I think you should write them a letter, like we did in the past centrury. On real paper, envelop, stamps. The old fashioned way. The problem is clear and not unique, the solution must come from T-Mobile. You are their customer, their service fails.

If they fail to reply or solve this problem within 30 days from the day you post your letter, you should open a case @ de geschillencommissie. Register an account, fill in the form, pay € 50 and mention wich solution you want, including a tefund of the money you have to pay to de geschillencommisie.

If you need any assistance with the geschillencommissie because of languageproblems, feel free to send me a DM.

Thanks for the tip, but what is DM (may be PM?)? I think I'll do this, at least I'll learn the process just in case. And what outcome might be as a result of openning a case @ de geschillencommissie?

[Anoniem: 579396]

SafariFlow schreef op vrijdag 14 februari 2014 @ 02:54:
Hi svscorp,

I work for a telecom provider (not T-Mo) and have seen this issue before with numbers ported from Lycamobile. I know for a fact that T-Mobile can't solve this issue for you, because the problem is on the Lycamobile side. This would have also happened if your number was ported to KPN, Vodafone or any other provider...

The problem is that they completely lack a certain SMS router for handling this international SMS "mobile terminated" traffic. When your number is ported from provider A to provider B. Provider A will always receive your SMS first (even after your number is ported). They should route this SMS to provider B. This doesn't happen at Lycamobile due to the lack of this router. Which is really pathetic (to say at least).

The only solution available is changing your mobile number. Issue will be solved immediately after that. So the solution provided above by PinokkioTV (porting to another provider) unfortunately will not solve this issue for you... (Except porting back to Lycamobile)

Ps. I don't understand why T-mobile didn't give you this information.

Well, sad to hear. I thought about this from the beginning. But I don't understand: is this issue not fixable (in general) or T-Mobile won't fix it, because it involves contacting Lyca, etc etc?
I know I can change my number any time, but I want to get a support from a service to which I pay every month.

[SafariFlow]

No, Lycamobile has to fix it. They're Tech/NOC is aware of this problem. I believe T-mobile ccontacted them. Or ellse they're completely unable to troubleshoot this. At least we contacted them and the missing router is the answer we got.

The first thing he check with voice MT Sms MT issues is : Has the number been ported? If so, contact them to check routing.

[pedorus]

SafariFlow schreef op vrijdag 14 februari 2014 @ 02:54:
I work for a telecom provider (not T-Mo) and have seen this issue before with numbers ported from Lycamobile. I know for a fact that T-Mobile can't solve this issue for you, because the problem is on the Lycamobile side. This would have also happened if your number was ported to KPN, Vodafone or any other provider...

If this is true, I think it should be reported to the ACM: https://www.consuwijzer.nl/klacht-indienen-bij-consuwijzer

This issue might be related to this: https://www.acm.nl/nl/pub...d-na-last-onder-dwangsom/ (T-Mobile refused to port Lycamobile numbers in the past, and the ACM (Opta back then) compelled them)

[janvanduschoten]

Op het forum is de voertaal Nederlands en alle topics dus ook. Dus alleen topics en discussies in het Nederlands
Dit topic gaat op slot.

http://translate.google.nl/