Dropped, garbled, & dead air calls

Use these steps to handle dropped, garbled, or dead air calls. Canceled accounts follow the same process.

Dead air & garbled calls

Steps depend on when the issue occurred during the call. High Risk Collections Team isn't required to call back on dead air calls.

  • Do not call customers if there was dead air, you never spoke to them, or account does not pop as verified.
  • Leave a voicemail and note account accordingly if you make an attempt to call the customer and are unsuccessful.
  • Use this voicemail script:
    "Hello this is [Your Name] calling from T-Mobile. I’m calling because I was speaking to [Customer Name] and our call dropped. If you were calling for help today, please contact us by dialing 611 from your mobile phone.”

Issues at start or during call

  1. Assume a caller is on the other end.
  2. Repeat your greeting and pause five seconds.
  3. Read the following script:
    "I'm unable to hear you. If you can hear me, call back at 1-800-937-8997 or 611 (Wireless Care), 1-877-773-1563 (PIA), 1-888-310-8369 (RSL), 1-800-672-5390 (Virtual Retail/Web), 1-844-839-5057 (T-Mobile Home Internet)."

  1. Don't select the Verify button for dead air.
  2. Use Atlas Dead air: Will auto-close and memo account with Dead Air memo.
  3. Disconnect the call and do not call the customer back.

  1. Enter Wrap Up Time or Not Ready Follow-Up (ACW if not using Cisco) and disconnect the call.
  2. Call customer on their mobile number that popped as verified.
  3. If the customer answers, advise "This call may be recorded for quality and training purposes."
  4. Verify you are speaking with the BRP or authorized user and support as normal.
  5. Do not proactively ask the customer to make a payment or set up a payment arrangement at any point in the call. 
    • This includes if the account is past due or delinquent.
    • If the customer initiates the request, proceed with assisting them.
  6. If the customer isn't reached, don't select the Verify button for dead air. Instead, use Atlas Dead air: Will auto-close and memo account with Dead Air memo.

Issues at middle or end of call (account verified)

  1. Ask if the caller is on the other end and pause five seconds.
  2. Inform: I'm unable to hear you. If you can hear me, I will attempt to call you back on your mobile number. If you're unable to answer, please call back at:
    • 1-800-937-8997 or 611 (Care)
    • 1-877-778-2106 (PIA)
    • 1-888-310-8369 (RSL)
    • 1-800-672-5390 (Virtual Retail/Web)
    • 1-844-839-5057 (T-Mobile Home Internet)
  3. Enter Wrap Up Time or Not Ready Follow-Up (ACW if not using Cisco) before disconnecting the call. 
  4. If the next call arrives before entering Wrap Up Time or Not Ready Follow-Up (ACW if not using Cisco), assist the new caller before calling the dropped call back.
  5. If you are in the middle of processing a payment or setting up a payment arrangement, do not call the customer back. A callback requires asking the customer to make a payment or set up a payment arrangement.
  6. Do not proactively ask the customer to make a payment or set up a payment arrangement at any point in the call.
    • This includes past due or delinquent accounts.
    • If the customer initiates the request, assist them.
  7. Make one attempt to call the customer using their mobile number. If the number is suspended, call the Can Be Reached number.
  8. If you reach the caller, ask for first and last name to verify you are speaking with the BRP/Authorized User, apologize for the interruption and advise: "This call may be recorded for quality and training purposes."
  9. Summarize the call before being disconnected, and continue.
  10. If you can't reach the caller, read this script and memo the account:
    "This is (Your first name) from T-Mobile. Although our call was interrupted and I was not able to finish helping you, I have noted your account and any customer service representative can help you when you call back. Thank you for calling T-Mobile."

Dropped calls

  • Customer deliberately ends the call
  • To proactively ask for a payment or set up a payment arrangement

  1. Go into Wrap Up Time or Not Ready Follow-Up (ACW if not using Cisco).
  2. If the outbound call is answered, you must confirm:
    • Name of the caller is the same as the person who called in
    • They were calling T-Mobile for support
    • Use the following script:
      “Hello this is (your name) calling from T-Mobile. This call may be recorded for quality and training purposes. I’m calling because I was speaking to (customer name) and our call dropped. Can I speak with (customer name)? (Customer) can I confirm you were calling us for help today?”
  3. If they want support, attempt to resolve the inquiry without verifying. Follow Account Verification: Care if required. 
    • Since one-time PIN messaging says “T-Mobile will never contact you to ask for your code,” ask the customer to call back if an OTP is required to verify or complete an account change.
    • Do not proactively ask the customer to make a payment or set up a payment arrangement at any point in the call. This includes past due and delinquent accounts.
    • If the customer initiates the request to process a payment OR set up a payment arrangement over the phone, proceed with assisting the customer.
  4. If you did not reach the customer or answering party declines support, end the call and note the account.

  1. If the account has been verified, immediately enter Wrap Up Time or Not Ready Follow-Up (ACW if not using Cisco) before the next call arrives. 
  2. If the next call arrives before entering Wrap Up Time or Not Ready Follow-Up (ACW if not using Cisco), assist the new caller before calling the dropped call back.
    Exception: Activations may contact new and potential customers on any available contact number when speaking with new and potential customers who do not have an account.
  3. Send them the Dropped Call Messaging template from Atlas if eligible for a callback.
    • Do not call the customer if their account is past due delinquent and they requested to process a payment or set up a payment arrangement during the call and it was not done.
    • Call the customer if their account is past due delinquent and the reason for the call was not payment/PA related (e.g.,device troubleshooting). Do not ask for a payment or proactively offer to set up a payment arrangement.
  4. Make one attempt to reach caller using their mobile number, or the number the customer called from. 
  5. If number is suspended, call the Can Be Reached number.
    • If you reach the caller
      • Ask for first and last name to verify you are speaking with the BRP/ Authorized User.
      • Apologize for the interruption, and advise: "This call may be recorded for quality and training purposes."
      • Summarize call before being disconnected, and continue.
      • Assist the customer if:
        • Their account is past due delinquent.
        • They request to make a payment or set up a payment arrangement.
    • If you cannot reach the caller, read the following script:
      This is (your first name) from T-Mobile. Although our call was interrupted and I was not able to finish helping you, I have noted your account and any customer service representative can help you when you call back. Thank you for calling T-Mobile. 
  6. Memo account including all callback actions taken.
Related pages

Outbound calls