Reference Number: 734180082927253124
  	DATE/TIME: 2015-02-18 17:10:56


Your Chat Transcript


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  	You :
First Name: Jonathan
Last Name: Caceres
Account PIN or SSN: 5332
Business/Government Account: No
Reason for Chat: Rate Plans & Features
What can we help with: Adding international plan

  	T-Mobile : Hi Jonathan!

  	You : Hi there

  	T-Mobile : I see that you want to add an international plan. I am here to help you with adding an international plan for your account to get discounted rates.

  	T-Mobile : What is the country that you are going to call please?

  	You : Indonesia. My wife is currently there, her line is the one ending in 2398. I would just be calling her phone

  	You : And she will be calling just me

  	T-Mobile : Oh! Thanks for letting me know.

  	You : No problem :)

  	T-Mobile : Let me check the best option here. One moment please.

  	You : Thank you

  	T-Mobile : You are most welcome!

  	T-Mobile : Thanks for waiting.

  	You : Sure thing

  	T-Mobile : I see that she has a $0.20 per minute rate when calling from Indonesia with free unlimited text and data. For your line that will be calling from the US, you can add the $15 stateside feature for you to be able to call her for free and unlimited.

  	T-Mobile : Do you want to add the $15 stateside feature now?

  	You : Okay. And if she calls me will it also be free?

  	T-Mobile : Oh! If she will call you, her rate will be the same since she is roaming internationally. We do not have a feature for international use.

  	T-Mobile : Her rate will be for $0.20 per minute.

  	You : Okay I see. So I have to initiate the call. No problem. Yes you can go ahead and add that feature. Do you know how soon it goes into effect?

  	T-Mobile : It is best for you to just add the $15 on your line and she will just send you a message for you to call her once she is available.

  	T-Mobile : Cool!

  	T-Mobile : Once it is added, you will be receiving a text notification about the change. Any account changes will take effect after an hour or two.

  	T-Mobile : So after the next two hours you are able to call her for free.

  	You : Okay great. I also have another question after you take care of that

  	T-Mobile : Alright! Let me add the $15 now.

  	T-Mobile : Jonathan, the $15 stateside feature has been added on the account. Please turn the phone off/on once you have received the text notification about the change.

  	You : Thank you

  	T-Mobile : You are most welcome! What other questions do you have for me please?

  	You : Okay, so she's been in Indonesia since the beginning of the month. She's been able to use her data and everything up until today. Now her phone is saying there's no cellular data for some reason. She's restarted her phone and everything but her data is just not working

  	You : Do you know what she can do to fix this?

  	T-Mobile : Oh! Thanks for letting me know about this. Let me double check her line on the account. Please bear with me.

  	You : Thank you

  	T-Mobile : You are most welcome!

  	T-Mobile : Thank you for waiting.

  	T-Mobile : I have checked that the account looks great here.

  	T-Mobile : She needs to make sure that her data roaming is on by dialing #766# on her device and press send to enable data roaming.

  	You : Ya she did that already

  	T-Mobile : If she have completed that, she needs to also make sure that she is connected with our service partners.

  	You : How does she make sure of that?

  	T-Mobile : I will provide the list of our service partners. Hold on please.

  	You : Thank you. She's in Sukabumi if that helps

  	T-Mobile : You are most welcome! Thanks for the information

  	T-Mobile : I see that she needs to make sure that she is either connected with Excelcomindo, INDOSAT (includes former PT Satelindo) T-Mobile Affiliate, Pt Telekomunikasi Selular (Telkomsel) or Hutchison Indonesia.

  	T-Mobile : She needs to manually search for the network if she is not connected.

  	T-Mobile : To manually select the wireless network the device connects to, follow these steps:
1.From the Home screen, tap Settings.
2.Tap Carrier.
•Note: If the Carrier option does not appear with a T-Mobile SIM card in the device, it may indicate the device was not correctly unlocked or jailbroken.
3.Slide the Automatic slider to the off position to start scanning for networks.
4.Select desired carrier.
5.Press the Home button.

  	You : She said she's connected to TSEL E?

  	You : She said it's always been that carrier

  	You : TSEL* I mean. I think the E indicates she has EDGE

  	T-Mobile : I see. Yes, that is correct since when roaming she will not have 4G or LTE (the high speed connection) since she is internationally roaming.

  	T-Mobile : It would also be best for her to contact us here in chat or +1-505-998-3793 to reach Customer Service when abroad for free.

  	You : Okay. I'll give her that number

  	T-Mobile : Great! I will make a note about this on your account so that once she calls my colleague will already have an idea about the issue.

  	You : Cool, thanks

  	T-Mobile : You are most welcome! Would there be anything else that I can assist you through chat today?

  	You : No that's all. Thank you

  	You : Have a nice day