T-Mobile Mix-Up Was Technical
Last week Twitter stopped working over T-Mobile without notice. We were confused and jumped into the conversation on Get Satisfaction with limited information. Over the weekend we were able to determine that this was purely a technical issue between T-Mobile and Ericsson, the folks who serve our SMS traffic.
T-Mobile does not have a policy against Twitter—in fact, they like us. This was a technical bug, now resolved. However, something that emerged from this confusion was very impressive. The immediate and sustained support from the Twitter community was very much appreciated. We'll keep you updated as we learn more this week.
T-Mobile does not have a policy against Twitter—in fact, they like us. This was a technical bug, now resolved. However, something that emerged from this confusion was very impressive. The immediate and sustained support from the Twitter community was very much appreciated. We'll keep you updated as we learn more this week.
posted by Biz at 8:35 AM
11 Comments:
Yeah, what was up with that official-sounding email from a T-Mobile "executive customer relations specialist" making it sound like T-Mobile was actively blocking Twitter? This unkind, antagonistic message was what everyone latched onto as representing T-Mobile's face to the problem for days.
So glad to hear this. I was really not liking T-Mobile for a few days there. And I love em really. So it was hard for me. Thanks for the update.
The on-going issue is why T-Mobile responded negatively to their customers and tell them at it was an active block. Where are they in all of this? Twitter has been very active in ironing out the issues and getting to the bottom of it and, most importantly, getting back to us on their findings. Where is T-Mobile's statement? We just want an explanation of why the executive office directly told customers that they were blocking twitter and if they don't like it, tough. None of this would have gone anywhere if T-Mobile would have responded differently.
They probably were blocking Twitter. T-Mobile is pretty strict about their SMS programs adhering to their guidelines, and Twitter doesn't. For example, sending HELP to Twitter doesn't tell users about the STOP keyword or identifies Twitter by name. Another example is the 'invite' feature, where you can invite other users by phone number. The MMA guidelines for SMS programs specifically prohibit this.
Why do I know all this? Because I'm currently going through the process of getting our own SMS service approved, and some of the requirements are just plain ridiculous.
hiro,
I honestly dont care if they were blocking twitter or not.... one of 2 things happened:
1> This was a technical issue and T-Mobile's executives gave false information to their customers in an extremely harsh manner. This means that it was, in fact, rumors but the rumors were started by T-Mobile themselves.
2> This was a policy issue that was reversed and T-Mobile felt the effects of their decission and reversed it but decided that the best thing was to cover it up.
Either way, I'm very disappointed. I'd really like T-Mobile to own up to whichever it is. Companies make mistakes all the time but, in my eyes, its only the bad companies that try to act like they didn't.
Are you aware that T-Mobile is still blocking ALL short SMS codes to their prepaid customers?
I have to use the web and/or AIM (which is less than reliable) on my Sidekick. I don't use prepaid because I am poor and can't pay my bill - it is just cheaper with the few amounts of minutes I use per month to go that route instead.
Yes,I also remember something like an official reply from TMobile.And it wasn't very nice.Now they've changed their mind about it because of the tremendous response coming fron Twitter comunity!Now that's nice.
Interesting point, this is exactly what I was going to point out. Looking forward to see more comment like this. Thanks you
So glad to hear this. I was really not liking T-Mobile for a few days there. And I love em really. So it was hard for me. Thanks for the update.
Tony, I actually think thats why most of us were so distraut over this whole incident.... simply because we all love T-Mobile and love their awesome customer service. What was going on really made us feel that was slipping away but T-Mobile came around.... certainly wish it would have been a little quicker but at least they did -- thats more than we could expect from Verizon or AT&T. Actually, I think if you took the same group of people and placed them on the Verizon network with the same issue, I think no one would have responded since everyone seems to write them off as a lost cause (rightfully so).
We don't want our T-Mobile to start sucking so we all held them accountable :)
Until now, we has been months no longer receive international sms update to our mobile...did twitter actually plan to fix it, that is such a disaster...write so many times to their support, no respond or never mean to fix it, tis is big shame...because if this function is not working, then don't put there :(
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