What were you doing with the device when this started happening?
Location
Where do you normally experience these issues? Home, work, school?
Data Issue: - apps not working - cant send imessages - data throttle/deprioritze - cant connect to internet - data overage - SOC fall off
the Network Tile is...
Duration
What system do we use to fix troubleshooting issues?
Signal & Voice: - 2 or fewer bars on phone - Garbled/dropped/mute calls - No service (specific location) - Calls redirected to T-mobile - Coverage device (signal booster)
SyncUp Drive
Available on the Device tile.
Software: - Crashing apps - Cant take pictures - App/phone updates - Cant download - Phone power
Available on the Account Tile on the Summary screen
The Device Tile in Grand Central provides you with a quick visual for which of the following device categories?
Situation
Available on the Network tab.
Learn when an issue started and if it is repeatable, which helps you correlate the problem with other events like upgrades, app downloads, or known issues
Get the complete picture of what the customer is seeing. You must fully understand the this to determine a root cause.
Device
Network/Account
Device/Network/Account
Data SOC Provisioned, High Speed Data Priority, and High Speed Data (speed reduced)
Grand Central
Settings.
Provides engine diagnostics. Vehicle recall notifications. Fuel pricing. Trip notifications. Security notifications. In-vehicle WiFi capabilities.
IMEI Blocking. Installed Apps. Device Settings. T-Mobile App is up to date.
Where the issue happens can help you understand if the issue is related to coverage
Situation
Location
Green
LTE Device Compatibility, Known Outages, Local Site Issues, Previous Complaints
