It's A Trap!

What are the possible known issues that would cause dropped calls?

• Software update

• Sim Aging

• Cases/Cover

• Traveling

Are there anything on the coverage map that may indicate coverage issues in this area?

• YES, THERE IS

• NO, THERE'S NONE

How are you going to know if the customer's software up-to-date?

• Pull up Grand Central

• Send SMS to install T-Mobile App

• Ask the Customer

• Call Manufacturer

Have there been any previously reported issues in the issue center for 7/11/2020?

• Yes, there are 2 reported Issues

• Yes

• None

• I don't know

What is the first step in The FIX : Device for troubleshooting a local dropped call issue?

• Check if the call is longer than 4 hours

• Check the device has at least 2 bars of signal

• Change Wi-Fi Calling Preferences to Cellular Preferred

• Turn on VoLTE

What is the first step in The FIX : Device for troubleshooting a dropped calls everywhere issue?

• Remove and cases or covers from the phone

• Check Known Outages in the Issue Center

• Check if the call is longer than 4 hours

• Check device known issues.

How can you tell if a customer's T‑Mobile device is VoLTE capable?

• Send SMS to Download T-Mobile App

• Ask the Customer about the Device's specs

• Pull up the device's Tech Specs document.

• Call Manufacturer

According to The FIX, what instances would you replace the SIM for a customer calling in for dropped calls everywhere?

• If the SIM was transferred to different devices for more than 3 times.

• If the SIM card's gold plating is chipped or discolored.

• The SIM was bought in the Store

• The SIM is AGING

What are the three tabs that you can see under Network Tab that will help you identify customer's problem and history.

• Issue Center

  Billing Address Report

  Complaint History

• Local Site Issues

  Complaint History

  Customer Reported Problems

• Compatible Devices

  Local Site Issues

  Customer Reported Problems

• Local Site Issues

  Complaint History

  Issue Center

How many times did the customer call in with the dropping calls issue?

• 1

• 0

• 3

• 2