Vraag

Receiving texts from foreign countries seems impossible


Hello,

I'm in a looong long troubleshooting story with T-Mobile. My mobile number is not able to receive text messages from abroad numbers. Any mobile operator from any country of the world. I could get only text messages (SMS) sent from Netherland numbers.

My number is: **********

December, 27th I wrote a big email (here is the reference: [Bericht 131106-000614] [Bericht:131227-000286]) and no reaction on it. Just ignoring. Really?

Anyway, please, take into consideration, I've got a response from Polish mobile operator, who did investigate this issue from the other side. And here is their answer:

=============
Szczegóły zgłoszenia nr 70923203
Data zgłoszenia: 16.12.2013 Dotyczy numeru: 668117829 Status: Zakończone Data zamknięcia: 20.12.2013
Kategoria: Kwestie techniczne Kanał: WWW Status zamknięcia: Zakończone
Opis problemu


Model urządzenia: HTC S ONE

Lokalizacja: Łodygowice

Data lub okres występowania problemu: 16-12-2013

Kod lub opis błędu:

Szczegółowy opis: Dnia 16 grudnia 2013 o godz. 20:53 wyslalam sms o tresci "Testtest" na holenderski nr T-Mobile +31686423406. Na liscie moich smsow status widnieje jako "Wyslany". Niestety odbiorca nigdy tego smsa nie otrzymal, dlatego poprosil mnie abym skontaktowala sie z moim Biurem Obslugi Klienta i poprosila o pomoc w rozwiazaniu tego problemu. Wg przedstawiciela holenderskiego T-Mobile ten sms nie dotarl nawet do ich sieci.
To już drugi raz kiedy takie zdarzenie miało miejsce. Pierwszy raz taki problem wystąpił 09-12-2013 r.
Proszę o sprawdzenie i dostarczenie mi informacji technicznych co dokladnie stalo sie z tym smsem i czy holenderska siec T-mobile potwierdzila jego otrzymanie. Jesli maja Panstwo jakies szczegolowe techniczne dane to prosze o ich zalaczenie. Wszelka pomoc w kwestii gdzie zaginal ww sms bedzie pomocna.

z góry dziękuję za rozwiązanie problemu,
Grażyna Reszka.

Odpowiedź
Szanowna Pani,

dziękuje za rozmowę, podczas której wyjaśniłem kwestię wiadomości międzynarodowych.

Po dokładnej analizie połączeń i przesłanych wiadomości na podany przez Panią numer wykryliśmy nieścisłości związane z rozpoznaniem numeru po stronie operatora, do którego kierowana jest wiadomość. Sprawa została zgłoszona. Czekamy na działania i odpowiedź od rzeczonego operatora.

Proszę o ocenę mojej pracy poprzez wysłanie bezpłatnego SMS –a z cyfrą: 6 – doskonała,
5 – bardzo dobra, 4 – dobra, 3 – przeciętna, 2 – słaba, 9 – trudno powiedzieć.

W przypadku dodatkowych pytań zapraszamy do kontaktu z Obsługą Klienta za pośrednictwem portalu Play 24 (www.play.pl).
Jesteśmy także do Pani dyspozycji pod numerem 790 500 500 z telefonu innego operatora lub stacjonarnego lub *500 z telefonu Play.

Z poważaniem,
Paweł Błędek
Obsługa Klienta Play
=============

So they come up with trace and logs, that T-Mobile is rejecting SMS to my number, because it doesn't recognize it!!!

I demand on answer to me, are you able to fix my T-Mobile number? I'm your customer, I pay you not a small paychecks for your service.

And please, read my emails and react on them. I made a huge troubleshooting work for you and got nothing, not even an attention.

46 reacties

It might help if you adres the complains to the right adres, and if you write an email to the the Dutch office you might wanna try to do it in Dutch or English.

Not many people here can read your letter if it is in Polish.... That might be the reason you did not got an reaction yet.
If you have a problem with the Polish T-Mobile office your on the wrong adress i,m afraid.

Even now it,s hard to figus out what your problems are as long you did post here also the letters in Polish on a Dutch forum.
Maybe you can translate them and repost them so they can be read by the right people who might be able to help you with the problem.

John

It might help if you adres the complains to the right adres, and if you write an email to the the Dutch office you might wanna try to do it in Dutch or English.

Not many people here can read your letter if it is in Polish.... That might be the reason you did not got an reaction yet.
If you have a problem with the Polish T-Mobile office your on the wrong adress i,m afraid.

Even now it,s hard to figus out what your problems are as long you did post here also the letters in Polish on a Dutch forum.
Maybe you can translate them and repost them so they can be read by the right people who might be able to help you with the problem.

John



Dear John,

Where are you from and what relation do you have to T-Mobile?

I've asked my question to T-Mobile. I see you have no idea what discussion do we have. 

We have discussion with T-Mobile 7 month, and their engineers are not able to fix my number, I can't get SMS messages from ANY country in the world. Any. Period. From Finland, Sweden, Iceland, Romania, Russia, Australia, should I continue my list? Poland is only country where on of asked for help mobile operators did the investigation why SMS are not delivering from their numbers to my T-Mobile NL. 

This is at first, at second - I don't know Polish at all, but I somehow did the translation. Copy text, paste in google translator - profit. T-Mobile engineers ended up 6 month discussion with next resolution: "SMS messages sent to your phone number has never reached T-Mobile network, please, contact other country (from where you can't receive a text message) mobile operators to trace it". Nice, right?
So I should contact all mobile operators in the europe or world. No problem, I spent my own time & money again, to ask few people who I know from abroad to contact their customer support and request for troubleshoot.

And few days ago I get response from Polish mobile operator. They reported T-Mobile doesn't recognize my number and reject the message or something like this. They told they has filled the report to T-Mobile about it. But T-Mobile doesn't want to assist 😞

At third, I have specifically included case numbers into my topic header, so almost any employee is able to open the case and find out whole conversation.

Here is translation of mail from Polish customer support (copy pasted to Google Translator and pasted back):

English:
=================================
Details of application No. 70923203
Date of notification: 16.12.2013 Subject Number : ********** Status : Completed Closing Date: 20.12.2013
Category: Technical Issues Channel: Website Status closure : Completed
Description of the problem


Device Model : HTC S ONE

Location: Łodygowice

Date or period of the issue : 16-12-2013

Code or description of error :

Detailed description : On 16 December 2013 the chair. 20:53 I sent a sms with the content " testtest " on Dutch No T-Mobile ********** . On my list of SMS status is shown as "Sent" . Unfortunately, the recipient never received the text message is not , because he asked me to contacted in August with my Office Customer Service and has requested assistance in solving this problem. According to a representative of the Dutch T -Mobile this SMS has not reached even into their network.
This is the second time that such an event took place. The first time the problem occurred on 09-12-2013
Please check and provide technical information to me what exactly happened to the text message , and whether the Dutch network of T-mobile confirmed the receipt thereof . If you have any technical detail is the data please enclose them . Any help on the above issue where missing sms will be helpful .

thank you in advance for solving the problem ,
Grazyna Heads.

reply
Madam,

Thanks for the interview , during which I explained the issue of international news .

After a thorough analysis of calls and sent messages to the specified number detected by Ms inaccuracies associated with the diagnosis of a number to the operator receiving the message . The case was reported . We are waiting for action and response from the operator said .

Please assess my work by sending a free SMS with digit : 6 - excellent,
5 - very good, 4 - good, 3 - average , 2 - poor, 9 - hard to say.

If you have additional questions, please contact Customer Service via the portal Play 24 ( www.play.pl ) .
We are also available to you under the number 790 500 500 with another mobile or landline operator or * 500 from your phone Play.

Sincerely,
Paul Błędek
Customer Service Play
=================================

Dutch:
=================================
Details van aanvrage nr. 70923203
Datum van kennisgeving: 2013/12/16 Onderwerp nummer: ********** Status: Afgelopen Sluitingsdatum: 20.12.2013
Categorie : Technische problemen Kanaal: Website Status sluiting : Voltooid
Beschrijving van het probleem


Device Model : HTC S ONE

Locatie : Łodygowice

Datum of periode van de uitgifte : 16-12-2013

Code of beschrijving van de fout:

Gedetailleerde beschrijving : Op 16 december 2013 de stoel. 20:53 Ik stuurde een sms met de inhoud " testtest " op Nederlands Geen T - Mobile ********** . Op mijn lijst van SMS -status wordt weergegeven als " verzonden" . Helaas , de ontvanger nooit ontvangen het SMS-bericht niet is, want hij vroeg me om contact in augustus met mijn Office Customer Service en heeft hulp gevraagd bij het oplossen van dit probleem. Volgens een vertegenwoordiger van de Nederlandse T-Mobile deze SMS niet heeft bereikt , zelfs in hun netwerk .
Dit is de tweede keer dat een dergelijk evenement plaatsvond . De eerste keer dat het probleem zich voordeed op 2013/09/12
Controleer en technische informatie aan mij wat er precies gebeurd met de sms , en of het Nederlandse netwerk van T-mobile bevestigde de ontvangst ervan . Als u technische detail is de gegevens bijvoegen hen. Alle hulp op het bovenstaande probleem waar ontbrekende sms zal nuttig zijn .

dank u bij voorbaat voor het oplossen van het probleem ,
Grazyna Heads .

antwoorden
Mevrouw,

Bedankt voor het interview , waarin ik legde de kwestie van internationaal nieuws .

Na een grondige analyse van de gesprekken en verzonden berichten op het opgegeven aantal waargenomen door mevrouw onjuistheden in verband met de diagnose van een nummer aan de exploitant die het bericht . De zaak werd gemeld . We wachten op actie en reactie van de operator zei .

Gelieve mijn werk te beoordelen door het versturen van een gratis sms met een cijfer : 6 - uitstekend,
5 - zeer goed, 4 - goed, 3 - Gemiddeld 2 - matig, 9 - moeilijk te zeggen .

Als u nog vragen heeft, neem dan contact op met de klantenservice via het portaal Play 24 ( www.play.pl ) .
Wij zijn ook beschikbaar voor u onder het nummer 790 500 500 met een andere mobiele of vaste operator of * 500 vanaf uw telefoon afspelen .

Met vriendelijke groet ,
Paul Błędek
Klantenservice Play
===========================
This is a forum. A public place where you can discuss your problems with other customers. If necessary A T-mobile employee will give a reaction. This has not happened here yet. I will try to speed this up a little.

John is a customer, just like you. He was trying to be helpful, but I think he didn't understand your question.
Just one quistion,

Do you have a contract with T-Mobile Holland or T-Mobile Poland ?

I see the mails are from Google Play, that only makes is more confusing for me... and I think for others too.

And with a letter in English I was hoping for a new one, Google translate makes a bit of a mess of it.

And yes, I,m a customer and have no relation at all with T-Mobile.

The thing is, that if you have quistions or problems and you want to use a Dutch T-Mobile forum you have to ask your quistion(s) in Dutch. If that is a problem you can try it in English but the best thing to do is ask you quistion or explain your problem from the bottom. A lot of translated letters is not helping.

If you can explain your problem short and with all details  like, Where dit you got your contract, what kind of device are you using, is het impossible to send sms at all and what app do you use to send them (stock app or an app from the Play store).

The people here will try to help you as long we have something to work with. 🙂

This is a forum. A public place where you can discuss your problems with other customers. If necessary A T-mobile employee will give a reaction. This has not happened here yet. I will try to speed this up a little.

John is a customer, just like you. He was trying to be helpful, but I think he didn't understand your question.



Yeah. Might be, because my message was addressed to a support engineer. Let's see, where this discussion will lead. 

Just one quistion,

Do you have a contract with T-Mobile Holland or T-Mobile Poland ?

I see the mails are from Google Play, that only makes is more confusing for me... and I think for others too.

And with a letter in English I was hoping for a new one, Google translate makes a bit of a mess of it.

And yes, I,m a customer and have no relation at all with T-Mobile.

The thing is, that if you have quistions or problems and you want to use a Dutch T-Mobile forum you have to ask your quistion(s) in Dutch. If that is a problem you can try it in English but the best thing to do is ask you quistion or explain your problem from the bottom. A lot of translated letters is not helping.

If you can explain your problem short and with all details  like, Where dit you got your contract, what kind of device are you using, is het impossible to send sms at all and what app do you use to send them (stock app or an app from the Play store).

The people here will try to help you as long we have something to work with. 🙂



Yeah, I get it. Sorry if I was a bit emotional, but I think in my situation everyone will have even worse feeling. 

Basically, my problem is, since I am with T-Mobile I cannot receive any messages (SMS) from abroad mobile numbers or internet services (I can't get confirmation of my flight ticket, parcel delivery, etc...).

This is my Dutch mobile number and of course T-Mobile contract. You see google mail and Poland mentioned because:
- to help troubleshoot for T-Mobile I did a lot of stuff, in example, I've asked many times for my international colleagues (I work in big hosting provider) to find someone in their countries and send me different SMS messages on my number.
-- they did it for me, and I was gathering information and transfer it to T-Mobile customer support.
- last message from T-Mobile was: "we can't get message in the network, so please contact other side operator", on my question "which operator? I have a problem with SMS receiving from any operator of the countries I visited. It's not a coincident.
-- so I asked a lot of people for a favor, to send me one more SMS and make a ticket in their country provider with description. Only one operator from poland has answered. Here you can see the log of converstion between Polish support and it's custumer.

I switched my number from Lyca Mobile (NL) to T-Mobile (NL) in 2013, June, and get a contract from last. And from that time I have this issue. I don't want to disclose all details and whole 'work was done' story, because I promised that in my letter to T-Mobile one month ago, on which one I didn't get ANY reaction. Who knows, may be I will get a response.

So, I'm not even sure what could you advise me, JohnH. It's definitely network related issue or somewhere around that. Everything is already checked:
- try to put sim card to another phone - fail
- try to put another t-mobile number in MY phone - success
- try to put another other number in MY phone - success
- try to reset the device and use MY T-Mobile number - fail
- try to be more close to the transmittor - fail
- try to send new T-Mobile sim card and reassign my T-Mobile number to the new SIM - fail
- try to send SMS to myself from any other T-Mobile NL or any NL number - success received
- try to do the same from any other number (didn't try other country T-Mobile, but even if it works - doesn't proof anything except fact that in T-Mobile network it works ) - fail
- try to get any SMS from internet service (bank, booking, delivery, etc...) - fail

... now I always checking in all webservices (communicate/send updates with EMAIL instead of SMS)... 21st century

And I can't switch to another number, because when I was moving to NL, I left this number as my contact in so many places, so now I kind a dependent on it...
Reputatie 5
@Ilia Shakitko

At first my sincere apologies for the late response.

I'm very sorry that T-Mobile has given you the idea that we're not trying to solve the problem that is going on with receiving textmessages from foreign numbers. The technical department has tried more than once to resolve the problem that you're experiencing. Unfortunately the textmessages are nowhere to be found on the T-Mobile network, wich makes it a case that can't be solved within just a few days.

I did a full reset on your network, hoping that this will solve the problem that you're experiencing. This won't make you receive the old textmessages since those are only available for 72 hours on the network after sending.

If this doesn't solve your case I'd like to know the networks from the people who are trying to send you textmessages. T-Mobile doesn't have a roaming agreement with every network so that might be the problem here. I hope to receive an answer from you soon.

@https://"https://forum.t-mobile.nl/members/ilia-shakitko-331954/"

At first my sincere apologies for the late response.

I'm very sorry that T-Mobile has given you the idea that we're not trying to solve the problem that is going on with receiving textmessages from foreign numbers. The technical department has tried more than once to resolve the problem that you're experiencing. Unfortunately the textmessages are nowhere to be found on the T-Mobile network, wich makes it a case that can't be solved within just a few days.

I did a full reset on your network, hoping that this will solve the problem that you're experiencing. This won't make you receive the old textmessages since those are only available for 72 hours on the network after sending.

If this doesn't solve your case I'd like to know the networks from the people who are trying to send you textmessages. T-Mobile doesn't have a roaming agreement with every network so that might be the problem here. I hope to receive an answer from you soon.



@Roan

Thanks for response. About resetting the network. I think it was done before at least 2 times (and I heard 6 or 7 times "we've fixed your issue". But did anyone check it before reporting the customer "issue is fixed" ?:) 
You can easily check if something changed or not with using any online free tool to send an SMS. If I got the SMS, then, probably it is fixed. Should I provide 5-10 links on these services here?

About other people networks. It is sensless to ask this information from people who sent me the test messages in the past, right? So, probably I need to somehow generate new poopl of text messages sent from someone (abroad) to me. I've already did it 2 or 3 times, I'm not sure people will meet my ask to do it again (because it cost them money to send an SMS to foreign number, obviously). Why couldn't T-Mobile cooperate with other operators and ask for an assistance?

I will ask someone for help me again, but I dunno, how many providers can I expect...  

And I would like T-Mobile to help me:
1) Let your engineers contact other countries operators (I gave the list a lot of times) and ask for collaboration in investigation. It can be even good in reputation point of view. You can say - hey, we've fixed customer's issue collaborating with *** operator!
2) Every time, before reporting me that something is fixed, please, try to check it first. Every time you say it's fixed - makes customer just more angry and nerveous.
3) My complaint which I wrote at the end of the 2013 (in December) is still ignored and left without attention from the management.

Unfortunately the textmessages are nowhere to be found on the T-Mobile network, wich makes it a case that can't be solved within just a few days.


The case started in the middle (approx.) of the June, 2013. Where did I mention that T-Mobile can't fix my issue for a two weeks (or few days)? 🙂
This is free SMS send result: http://clip2net.com/s/6GVCAW

The number is Lycamobile still, for somereason... But I didn't get an SMS, as I expected.

This is another screenshot from different internet service: http://clip2net.com/s/6GVGNm (also didn't get it). I think it doesn't make any sense to bother other people to send me a text message from abroad, because it is not fixed.
@Roan,

SMS sent from +79034018616 (operator: Beeline, Russia) today, 28.01.2014, 15:45 CET, with text: test sms - has never reached my phone.

I can't bother other people to test all the time. Please, do online service test or try to cooperate with other countries providers (you can pick any one) inside T-Mobile.
Today I've got a message in Facebook from friend of mine who is going to visit my by train from germany. He was asking when will we meet because he is already near Amsterdam. And I said to him I didn't get info from him when will he arrive. He said he wrote me a text message today. He sent it from (+49 175 8311878, Germany, 17:46, Deutsche Telekom).

Dear T-Mobile, do you think I got this message???? Do you think I should now have a life with notification all my new friends & contacts: "oh, but be carefull, my awesome mobile number can't receive SMS from any other abroad numbers"?

That's it. I don't believe someone is taking me serious and work on fixing my issue. 3 or 4 month ago I had answers multiple times in the day, at least. But then interest has gone, probably ;) 

I didn't get any reaction on my email from 27th of December: [Bericht 131106-000614] [Bericht:131227-000286]
I didn't get any attention from T-Mobile management since 7th of June, 2013 (in February it will be 8 month).
I didn't get any reaction from someone with nickname Roan in this forum, who was 'hoping to receive an answer from me soon.'.
But I'm paying every month huge bills... 35 eur, 50 eur, 90 eur... Because I can't do SMS, I need to call 😞 May be that was the point?

It's tortune to me. Thanks for the service, T-Mobile. 
Tomorrow I will start to publishing all our 8 month story with all details, as I you agreed with me according to my email, which you left without an answer.

Sorry. Good that I'm working in mass media. At least people will know, what should they expect.

P.S. Just in case I made a copy of this forum thread after my message was sent. So tricks with deleting and editing messages (like you've done with topic thread, yes yes, I've notice it) won't work.

===================================


Vandaag heb ik een bericht in Facebook van een vriend van mij die gaat om mijn te bezoeken met de trein uit Duitsland gekregen . Hij vroeg wanneer zullen we ontmoeten , want hij is al in de buurt van Amsterdam. En ik zei tegen hem dat ik niet info te krijgen van hem wanneer zal hij aankomen . Hij zei dat hij schreef me een SMS-bericht van vandaag. Hij zond het uit (+49 175 8311878 , Duitsland , 17:46 , Deutsche Telekom ) .

Beste T-Mobile , denk je dat ik kreeg dit bericht ? ? Denk je dat ik moet nu een leven met kennisgeving al mijn nieuwe vrienden en collega's : " oh , maar wees voorzichtig , kan mijn geweldige mobiele nummer geen SMS te ontvangen van een andere buitenlandse nummers " ?

Dat is het. Ik geloof niet dat iemand neemt me serieus en werken aan de vaststelling van mijn probleem . 3 of 4 maanden geleden had ik antwoorden meerdere keren op de dag, tenminste. Maar dan rente is gegaan , waarschijnlijk 😉

[ Bericht wo 131106-000614 ] [ Bericht wo :131227 - 000286 ] : Ik heb geen enkele reactie op mijn e-mail van 27 december krijgen
Ik heb geen aandacht te krijgen van T-Mobile beheer sinds 7 juni 2013 ( in februari zal het 8 maand ) .
Ik heb geen enkele reactie krijgt van iemand met bijnaam Roan in dit forum , die ' de hoop een antwoord te ontvangen van mij binnenkort. ' .
Maar ik betaal elke maand enorme rekeningen ... 35 eur , 50 eur , 90 eur ... Omdat ik geen SMS kan doen , moet ik frons oproep kan zijn dat was het punt ?

Het is tortune mij . Bedankt voor de service, T-Mobile .
Morgen zal ik beginnen met het publiceren van al onze 8 maanden verhaal met alle details , zoals ik jullie het met me eens volgens mijn e-mail , die u verlaten zonder een antwoord.

Sorry. Goed dat ik werk in de massamedia . Ten zullen zijn minst mensen weten , wat moeten ze verwachten .

Postscriptum Gewoon voor het geval ik een kopie van deze forum thread na mijn bericht is verzonden . Dus trucs met verwijderen en bewerken van berichten ( zoals je hebt gedaan met onderwerp draad , ja ja , ik heb merken ) niet werken .
I think it is a good idea to ask everyone who was helping me in sending test text messages from different countries to share my story on their local forums and blogs. At least I can pay them out for money they wasted on me sending this messages.
Hi Ilia Shakitko,

I'm just another T-Mobile customer, therefor I'm not able to help you with your problem. (Sorry.)
I added a tag to your topic though, to notify the T-Mobile moderators that this topic still needs attention.

I think I read somewhere in one of your messages that the your mobile number used to belong to Lebara before taking it to T-Mobile?
To me it kinda looks like the migration of your number has failed in some way, but that's just my guess.

Hi Ilia Shakitko,

I'm just another T-Mobile customer, therefor I'm not able to help you with your problem. (Sorry.)
I added a tag to your topic though, to notify the T-Mobile moderators that this topic still needs attention.

I think I read somewhere in one of your messages that the your mobile number used to belong to Lebara before taking it to T-Mobile?
To me it kinda looks like the migration of your number has failed in some way, but that's just my guess.



Hi,

Thank you for the tag. About the migration - correct, not from Lebara, but form Lycamobile (but doesn't matter). I've mentioned this every time I was contacting the support, because I found strange when I check my number online I can see it detects as Lyca, still.

But anyway, they won't fix my issue. I'm just one more 'problem' customer for them. 
Reputatie 4
@Ilia Shakitko

You are a customer and that is the reason we are trying to help you. I have some questions for you;

- Do the people that send you an sms asnwer your textmessage or make a whole new sms? Can you check that for me?
- We cannot see any sms arrive on our network, therefor it is not in the slightest possible for us to see or check if the text arrived. The only way for people to check this is to contact their service provider. We cannot do that for them since we dont know how they programmed your number in their telephone.
- These are diffirent people with diffirent providers and nationalities right? This is not 1 person traveling?

We've contacted a provider in Italy with help from our roaming-department but there is no problem found there. So i is not every country. We hope you can help us solve this. I know very well how frustrating this can be.

@https://"https://forum.t-mobile.nl/members/ilia-shakitko-331954/"

You are a customer and that is the reason we are trying to help you. I have some questions for you;

- Do the people that send you an sms asnwer your textmessage or make a whole new sms? Can you check that for me?
- We cannot see any sms arrive on our network, therefor it is not in the slightest possible for us to see or check if the text arrived. The only way for people to check this is to contact their service provider. We cannot do that for them since we dont know how they programmed your number in their telephone.
- These are diffirent people with diffirent providers and nationalities right? This is not 1 person traveling?

We've contacted a provider in Italy with help from our roaming-department but there is no problem found there. So i is not every country. We hope you can help us solve this. I know very well how frustrating this can be.



Here are my answers:


- Do the people that send you an sms asnwer your textmessage or make a whole new sms? Can you check that for me?


Yes, they do whole new SMS


- We cannot see any sms arrive on our network, therefor it is not in the slightest possible for us to see or check if the text arrived. 


I have hear this already 10 times. Your network is ignoring (or can't recognize) my number as a 'recipient' when message transfers from other provider's network. That's why you can't see anything in your network.


- The only way for people to check this is to contact their service provider. 


Take a look on response from the Polish provider in the beginning of the thread. I can't do it, it's not my responsibility as a customer. I think I made alot of help in troubleshooting, but sadly your engineers weren't using it. 


We cannot do that for them since we dont know how they programmed your number in their telephone.


Sorry, what? How they programmed my number in their telephone? :))) They were sending me a message to the number: +31686423406
Period. 


- These are diffirent people with diffirent providers and nationalities right? This is not 1 person traveling?


No, these are different people with different providers and nationalities of course. 


- We've contacted a provider in Italy with help from our roaming-department but there is no problem found there. So i is not every country.


1) This is not true. Ask somebody with Italian number to send me a text message from Italy? Will I get this message? No.
How can you tell me there is no problem if you didn't test it? I can't see any new messages from itelian number.
2) Why didn't you contact that provider in Poland, who has investigated this issue for you and made a report? And they told in the report: "we've sent the report to T-Mobile".

Resume:

1) As a customer of T-Mobile, I can't receive SMS from any abroad mobile numbers. Any country. Any providar. Not one. Not three. Not five. 
2) According to Polish service provider report on investigation of failed SMS delivery from polish number to my number: it's T-Mobile side problem, because in their network everything works properly.
3) I can't invest more time and nerves to finding people in different countries and ask them: could you pls send me a message to: +31686423406 and then fill a claim to your local service provider asking for trace and troubleshoot.
4) T-Mobile as a other side of SLA, who doesn't provide me a service: sending&receiving text messages. I can't be responsible for contacting all the countries and finding network probles. My network is T-Mobile NL. It doesn't work for my number properly. 
5) Please, read my case in email 
Reputatie 4
@Ilia Shakitko

We read and checked everrything. T-Mobile has not blocked incoming text messages on your simcard. You are able to receive text messages from people in The Netherlands and from people in foreign countries, just like other T-Mobile customers.

We can not fix a problem if it's not on our network. We can not check foreign networks either. Can those people send text messages to other T-Mobile numbers? Have you tried using another phone?
@Harvey

You are able to receive text messages from people in The Netherlands and from people in foreign countries, just like other T-Mobile customers.


This is not truth. I am unable to receive text messages from people in foreign countries with T-Mobile NL number: +31686423406.
But I am able to do this with other T-Mobile NL numbers (few of my colleagues has it). 
How can you explain this?

We can not fix a problem if it's not on our network. We can not check foreign networks either. Can those people send text messages to other T-Mobile numbers? Have you tried using another phone?


Yes I tried to ask people send text message to other T-Mobile number (as I said, few of my colleagues has it). It was delivered normally. As well as trying to send free text message via internet services. In my T-Mobile doesn't works, in their's - works.

So, please, don't tell me I am able to receive text messages from abroad countries when I actually can't. Or shall I come over to T-Mobile office and record an interview with someone of your engineer when we will reproduce the issue? 

We can not fix a problem if it's not on our network


So, the short resolution:
1) I can't receive text messages from any abroad numbers
2) You won't fix it, because you think/sure it's not a T-Mobile issue.

Yes or No?

Please, give me the resolution. And I will proceed further.

And I would like to hear your answer on this question: I am your customer and I have a contract with you. For me, as for customer, you are not providing me a proper service (my number can't receive abroad messages, other T-Mobile numbers can) and won't help me to troubleshoot. So who's responsibility is it? It's not one foreign provider issue (I wouldn't bother you guys if it would be like that), it's applicable for any or most of the providers. I've even got the response from one mobile provider who has investigated it and resolution was that T-Mobile doesn't accept this number.

What's the next actions? We will play in this game: 
- I will contact to other countries operators, spend my time and money, ask them to trace and give me back a resolution.
- After on month or something - I will get: Everything is ok, T-Mobile rejecting the message because it doesn't recognize the number as T-Mobile number.
- I will write report back to T-Mobile and within one month more - you will write me back: It's not a T-Mobile issue, everything is OK in our network.
- repeat 10 times?
@Everyone

I posted the link to this discussion in one of LinkedIn T-Mobile groups (https://www.linkedin.com/groups/TMobile-64594). If you couldn't see it, than moderator has an instruction to not pass my post further. Which will be self-explanatory action.

People, join to sharing this thread to all the world. You might be in the same situation! (if this thread will gone, I have a copy)
Reputatie 4
@Ilia Shakitko,

There's a point in time where one might say: "This is it."

If the T-Mobile NL network has refused the text messages people abroad sent you, there should be some kind of trace. It either may be an error log, or any document stating that someone has tried to reach a telephone number on the network, but was refused. Any self respecting company should have this and I can't figure out why T-Mobile NL wouldn't.

In one of your previous posts you made a reference to that fact that certain webpages still see your number as a Lyca number. My first thought would be to contact Lyca and ask them for further assistence. It's the only other option, which makes sense, since I for one have the opportunity to send and receive incoming text messages from all over the globe. If the text messages isn't to be seen on the T-Mobile NL network there's only one other network that may. You may guess which one.

I find it rather curious that in this post  you claim to be working at a large hosting provider and in this particular post  you say you work at a mass media company. You seem to have trouble to stick to your own story. As you may have noticed, threating to publicize everything didn't help and I, as a customer, find it pretty annoying. Especially considering that this is a public forum, which may be indexed through all kinds of search engines. This story is already readable for anybody interested.

Concluding, as said, you may want to contact Lyca and see what they can do for you. It seems that they are causing this.
@CaspervdH

@Ilia Shakitko,

There's a point in time where one might say: "This is it."

If the T-Mobile NL network has refused the text messages people abroad sent you, there should be some kind of trace. It either may be an error log, or any document stating that someone has tried to reach a telephone number on the network, but was refused. Any self respecting company should have this and I can't figure out why T-Mobile NL wouldn't.


I have provided the answer from Polish operator. They clearly wrote: we send the report to T-Mobile. Why T-Mobile can't contact them for cooperation? I can't see it either!


I find it rather curious that in this post  you claim to be working at a large hosting provider and in this particular post  you say you work at a mass media company.


I didn't say I working at a mass media company. I said I working in mass media. Have you ever done free-lance or second job? I just wanted to make an accent, that I want to push this story to the media.
Sorry if I make you confused... A lot of sad feelings I have and so much time spent 😞

As you may have noticed, threating to publicize everything didn't help and I, as a customer, find it pretty annoying. Especially considering that this is a public forum, which may be indexed through all kinds of search engines. This story is already readable for anybody interested.


I didn't notice it yet, because it's not that level enough. And it will help at least to aother people understand what should they expect if they become a single issue customer.
About accents on me as a customer: I also annoyed repeating messages "in our network everything fine, solve problem yourself". But anyway, thx for advise. I won't mention it this way anymore. 

Concluding, as said, you may want to contact Lyca and see what they can do for you. It seems that they are causing this.


Well, I am not a LycaMobile customer. Why should I do this? It's not my fault that I can't receive text messages? Why other people can, and I can't? 🙂 Of course I can do investigation myself, I can contact every single operator including T-Mobile. But why do I pay money to T-Mobile then? To hear "Have you tried to turn it off/on? Doesn't help - solve by yourself". This is how I see it.

Am I wrong? I think T-Mobile should cooperate with other mobile operator, fill a incedent report to them. Both sides has all network information, traces and everything. They have budget to call anyone in the world in case of troubleshooting. They have engineers to troubleshoot. Why I should do their job?

I more than sure once I called to Lyca I will get an answer (one of these):
- Your number is related to T-Mobile, please, contact them;
- In LycaMobile network everything is OK, please, contact T-Mobile.

Thx for feedback. I appreciate I have at least some conversation here.
@Harvey

https://"https://forum.t-mobile.nl/members/ilia-shakitko-331954/"
We read and checked everrything.



In one of my posts I wrote:


So, I'm not even sure what could you advise me, JohnH. It's definitely network related issue or somewhere around that. Everything is already checked:
- try to put another t-mobile number in MY phone - success
- try to put another other number in MY phone - success

Btw, I spoke to my colleague, who is systems engineer. 

He also thinks the issue somewhere in migrating me from Lyca to T-Mobile. So, when SMS goes from abroad operator, first it hits Lyca gateway, because the identification is done thru the first few numbers of the mobile number, then it should go to T-Mobile. Correct?

So, I assume my number wasn't completely (or correctly) migrated when I applied for this.

@TMobile Could you check this with T-Mobile?


@TMobile Could you check this with T-Mobile?


with LycaMobile* (typo)

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