T-Mobile Users World-Wide Reporting Service Outages

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T-Mobile callers around the world are being met with various problems relating to their services. Problems began around 4:30pm MST and have reportedly been getting worse since that time.

Most users we surveyed cannot make out-going calls, nor receive incoming calls to either Cellular or VoIP lines. Callers from other carriers or landlines are being told via recorded message that “The number you have dialed is not in service. Please check the number and dial again, or Dial 611 for customer assistance. Message NV83753.”

Persons attempting to call Customer Assistance, “611”, from a T-Mobile phone, are being met with a recorded message that “All circuits are busy now. Please try your call again later. Message CO93655”.

SMS Text messaging appears to be working for some, but not others.

Generally, those with data plans are not reporting problems with T-Mobile’s EDGE or 3G networks.

“T-Mobile” is a trending topic on twitter, presently.

@TMobile_USA on Twitter is reporting that they “aware of the current service disruption. Our rapid response teams have been mobilized to restore service as quickly as possible.” and “will provide further updates as more information is available.”

It is suggested that you message @TMobile_USA requesting that they issue a credit for the lost service.

In unrelated news, recently T-Mobile customers using the company’s popular Side-Kick handheld device experience a service and data loss caused by problems with the Danger/Microsoft datacenters responsible for storing SideKick data.

More information to follow as the story breaks.

Update 17:50 MST

Users attempting to access various parts of T-Mobile‘s website are being met with the following error. Perhaps this “scheduled maintenance” was the cause of the problems?

We’re sorry. My T-Mobile’s Account Permissions feature is currently undergoing scheduled maintenance to improve the site for you. Please try again later.

Update 18:16 MST

From the T-Mobile forums:

Hi everybody, please see this official statement from T-Mobile:

Some T-Mobile customers may be experiencing intermittent service disruptions impacting voice and some data services. Our rapid response teams have been mobilized to restore service as quickly as possible. We will provide updates as more information is available.
Message Edited by Dominic on 11-03-2009 05:52 PM

Dominic
Moderator, T-Mobile Forums

Update 18:20 MST

People from the forums are reporting that the following areas have had service restored:

  • Utah
  • Miami & Tampa, Florida
  • Hawaii
  • Philadelphia, Pennsylvania
  • Oregon (voice only, no sms text)

Update 18:40 MST

People from the forums are reporting that the following areas have had service restored:

  • The Woodlands & Lobbock, Texas
  • Detroit, Michigan (voice only, no sms txt)

The Customer Support line is still unreachable by dialing 611 from the handset.

Update 18:50 MST

People from the forums are reporting that the following areas have had service restored:

  • Atlanta, Georgia
  • Altamonte Springs, Florida (outside Orlando)
  • Fort Worth, Texas
  • Norman, Oklahoma
  • Seattle, Washington

The Customer Support line is still unreachable by dialing 611 from the handset.

Update 19:00 MST

People from the forums are reporting that the following areas have had service restored:

  • Colorado Springs & Denver, Colorado
  • central, New Jersey
  • Phoenix, Arizona
  • Logansport, Indiana
  • Oklahoma City, Oklahoma
  • Staten Island, New York
  • Atlanta, Georgia

The Customer Support line is still unreachable by dialing 611 from the handset.

Update 19:10 MST

People from the forums are reporting that the following areas have had service restored:

  • Kentucky
  • Queens & Nassau County, New York

Update from T-Mobile:

Hi everybody, please see this official statement from T-Mobile:

We’re making good progress restoring voice and messaging service to affected customers.
At this time, approximately 5 percent of T-Mobile customers are experiencing service disruptions.

Issues began at approximately 5:30 p.m. Eastern time. Our rapid response team is working continuously to fully resolve this disruption.

We sincerely apologize for the inconvenience that this has caused our customers.
Message Edited by Dominic on 11-03-2009 07:05 PM

The Customer Support line is still unreachable by dialing 611 from the handset.

Update 19:20 MST

People from the forums are reporting that the following areas have had service restored:

  • Wichita, Kansas

The outage hits the mainstream media (hours after I broke the story):

The Customer Support line is still unreachable by dialing 611 from the handset.

Update 19:25 MST

The Customer Support line now has a pre-recorded message that states the company is aware of a “wide-spread outage” and that their “system engineers” are working on the issue, then hangs up.

Update 19:30 MST

I was able to get through to the Customer Support line and ask for a “representative” but after being transferred I was hung up on after several rings.

Update 11:30MST

UPDATE 11/03/2009 10:25 PM PST:

T-Mobile confirms it has fully restored voice and text/picture messaging services for customers affected by intermittent service disruptions on Tuesday. About five percent of our customers across various geographies were affected for much of Tuesday evening, and by late Tuesday PST their service was restored. Our sole focus has been restoring full services for all customers; we are now investigating the root cause of the incident. We sincerely apologize for the inconvenience that this has caused our customers.

Message Edited by Will on 11-03-2009 11:27 PM

Dominic
Moderator, T-Mobile Forums

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