T-Mobile Confirms Weekend Outage, Carrier Says “Demand” Caused System Hiccups

T-Mobile Job Cuts

T-Mobile acknowledged late Monday that its website and computer systems inside its retail stores went down this week as part of increased demand from customers. Speaking to Fierce Wireless, T-Mobile didn’t offer a specific explanation, but said they would “like to thank customers for their patience.”

“While it was great to be in demand, we want to apologize that some of the systems that support our customers in stores, online and through customer service were temporarily unavailable at times on Saturday. Our wireless network was fully operational during this period. Again, we thank our customers for their patience.”

As it stands now, there still seems to be some ups and downs with HTC One availability, with some pre-order customers receiving shipping notification early on only to receive “backordered” messages today.

Fierce Wireless

 

 

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  • NinoBr0wn

    Well I was at the mall Saturday, and I know I saw a WHOLE lot more people at T-Mobile booths than usual. Couldn’t even get the attention of a sales person. Now I’m kinda concerned about the HTC One. I’m bringing my girlfriend over from at&t, and I hope it’s still available on Saturday.

  • Rudy Belova

    Well, at least it didn’t die due to boredom. :)

    • ChitChatCat

      Ha.

  • Tinger12

    The only thing that was down for me was calling in the Las Vegas area. Had LTE data but it would not roll off it to make a call call. Luckily my Note 2 has wifi calling. As if today it shows only 4G not LTE. I wonder if there are LTE issues in Vegas or I am just smoking some funny stuff with my phone.

  • Tinger12

    And as I speak EDGE only. Tmo must be doing something on their network in Vegas

  • D6E

    Apologize for the Saturday outage? How about the Sunday outage? Now we can start talking about the Monday outage. I just tried to sign into my account today (5:11PM PST) and I get an error message. This is seriously getting ridiculous.

    • Phil

      And now you can include the Tuesday outage in that. Right now, at almost 7AM MDT, the system will let you in, but parts of it will say
      We’re sorry.
      We’re temporarily unable to access your account information. Please try again in a few minutes.

      • Jack Daniels

        Thank you iPhone for congesting our network.

        • http://tmonews.com David

          This was a computer outage, not a network outage, did you even read the article or just go right to calling me an iPhone fanboy?

        • D6E

          Thanks for the update David. I’m just getting annoyed with all these outages.

      • D6E

        I just logged into my account. Is it back up for you?

        • Phil

          Sorry for the late reply, yes, it was up when you asked, and is currently up.

    • Makoute

      yeah, how about today.

  • Jason Choi

    Tmobile is down again. Tried logging in and it gave me the message,

    “My T-Mobile is currently unavailable while we work to improve the site for you. Please try again later or call toll-free at 1-877-453-1304.”

    Ridiculous.

    • Robert

      True, me too. sucks but its good to be back in business. right T-Mobile?

  • mnaz105

    I blame the iPhone :-)

    • Jack Daniels

      And you would be correct.

    • Jack Daniels

      Correct!

  • Edward Lamb

    Got my One in the mail today and love it!!

    • KOLIO

      Did you order direct from T-MOBILE,or,a 3rd party (BEST BUY,etc…)?

    • Kenan Jackson

      Congrats! I hope it’s everything you hoped for and 10x more.

  • Kenan Jackson

    I’m very concerned if the HTC One demand caused a total system failure, what’s going to happen on Wednesday with the Galaxy S4?

    • bleeew

      It will get backordered?

      • Kenan Jackson

        There’s a good chance, especially as the day goes on. Personally, I’ll be up in the middle of the night placing my order.

        • souggie

          You and me both luckychef, ill be damned if I get screwed out of THAT preorder

    • don’thate

      I doubt anyone cares about Android now that iPhone is here lol, don’t worry you’re precious Andriod phone will have no problems being ordered as it will have a serious lack of activity lol

      • minioninnc

        Sure. Way way more Android devices out there in use than the iPhone. Apple is going to get Samsung to make their next iPhone. Their motto is “if we can’t beat em, we may as well join em”. Samsung iPhone…coming soon.

        • Phil

          Don’t feed the Apple zombie troll mini.

        • minioninnc

          Sorry bout that, just couldn’t help myself. :)

        • Phil

          lol. No problem.

      • Kenan Jackson

        And your screen name is don’thate….I get the irony. To each their own, I don’t badmouth Apple products. But to say the Galaxy S4 launch will have a “lack of activity” because T mobile now has the iPhone is both arrogant and ignorant.

    • Jack Daniels

      It wasn’t the HTC One that caused this, it was the iPhone 5. David just “accidentally forgot” to put that part.

      • http://tmonews.com David

        I didn’t accidentally forget anything, I wrote about it the weekend the iPhone 5 happened, I believe that this time it was the HTC One, stop making conspiracy theories out of thin air.

      • Kenan Jackson

        Like A Black Next Friday Sale

      • D6E

        I’ve seen the iPhone 5 and HTC One go in-and-out of stock since last Friday. I’m sure both are to blame for the heavy traffic. Don’t forget that the S4 goes live tomorrow. It will make the current outages seem like a picnic lol

    • souggie

      Exactly

  • Guest

    Bull shit.
    The service outage was planned, but happened a day earlier, and their tech team failed to get it back up in time.
    Tell the truth!!

  • scsa852k@hotmail.com

    Bullshit!
    The outage was planned but happened a day ealier and the Tech team failed to get the system back up in time.
    Tell the truth!

  • Bknight

    TMO is still down My T as well. Do they or don’t they have the HTC One?

    • Phil

      Well, when it was up, I was able to get it right up until the last page. At that page where I had the installment plan, it gave me an error where I would type my name for confirmation, but if I went to the pay in full page, it looked like it might let me do it from there. Since I didn’t want to pay in full though, wasn’t going to submit it to find out if it worked for sure or not.

  • sincarafan247

    If this happened with the One the GS4 is going to cause major nightmares if they dont fix things by Wed.

  • Mark Hennessey

    I commented over on G+ that I think T-Mo probably stopped investing in IT infrastructure when the AT&T deal was pending… They simply aren’t ready for prime time.

  • http://knightofscorpio.tumblr.com/ DtheArtist

    I KNOW I better get mine come tomorrow, because they jacked up my order Friday, and took all my money out my account because they charged me twice. The dude I spoke to over the phone said I could order today if I had the money in my account, and he advises me to call back tomorrow when the money is back in my account.

  • KOLIO

    Apologies & polite responses are fine,but,that only gets you so far.Talk is cheap.Invest in your infrastructure & upgrade the equipment to handle not only todays’ demand,but for future expansion.

    • Corey

      would you spend mass amounts of money on something just for the hell of it ? obviously they aren’t used to this amount of traffic hence them admitting it .

      • KOLIO

        It’s not as if this latest system failure was an isolated incident.Their infrastructure has been in need of maintenance/upgrade for years.

        Expenditures on updating infrastructure is a necessary business expense & neglecting to do so results in Zero &/or negative growth in profit margins,not to mention buying the company unwanted negative publicity from disgruntled customers.

  • Eric QaOne

    Wow, online buyers already receiving their One’s?! Has anyone who preordered via htc’s site (back on apr 5th) gotten any new word on when their phone is coming? I’m a sucker to buy straight from the manufacturer for $649 versus $580 and got the “delayed, we’re doing everything we can to get you your phone as quickly as possible.” Rubbish…

  • Undertmocover undertmocover

    Cough, Cough, I call BS! Upper management was foolish enough to pink slip a large number of IT people on Thursday but leave them with full system access so that they could help the new outsourced IT company that is replacing them get acclimated. Most of the outgoing IT people are professional enough to not resort to sabotage, but a small group LIKELY snapped under the trauma of losing their job and hit T-Mo square in the jewels.

    • Undertmocover undertmocover

      The system outage happened before the stores in the Eastern time zone even opened, so there was no load on any system at the time all of it went down. Shame on T-Mobile for the deceitful excuses, better to be silent than be a liar!

  • Mystery Man

    Allow us to pre-order Galaxy S4 so it doesn’t cause a system outage. Don’t be dumb like Google and their Play Store

  • â“œ@®!â“ž G@®CI@ â„¢

    This is unacceptable too many system outages this is part of the reason why T-Mobile is in last place in J.D Power and Associates I love T-Mobile but they really need to fix these issues including Edge only areas

    • PiCASSiMO

      Sadly, near OHare airport i get as bad as edge or even no service areas on major roads. Unacceptable.

      • â“œ@®!â“ž G@®CI@ â„¢

        I went to a concert in Pomona CA on friday I had full 4G hspa bars for more than a mile I was impressed how good coverage was but when I decided to watch a youtube video it would take forever so I did a speed test and it was below 0.30mbps downloads and uploads unacceptable I thought I was on the shitty Sprint network I can tell their was no back haul in that area same goes for Cerritos mall in California

      • mirna78

        Same thing in LAX in LOS Angeles t-Mobile network don’t work at all. Only that i have the same problem Mario garcia wrote when he went to the concert in Pomona Ca, My phone displays full bars of 4G but i cant do anything at all i get less than 0.30 mbps i just call em fake bars lol cuz apparently i have full bars of 4G but i cant do ANYTHING at all.

      • Fraydog

        Did you check to see if it’s your phone? You showed screen shots from the Nexus 4. That’s a terrible RF performing phone. What you likely have is flawed UE.

        • PiCASSiMO

          Well, this reception has been going on for about 1.5-years now. I’ve been using my T-Mobile G2 in this commute since August 2011 and then continued with four (4) different Nexus 4′s (RMA due to quality issues) with the same results since November 2012. Unless the G2 and Nexus 4′s both have flawed UE (whatever that is), I think it’s T-Mobile’s issue, not the phone.

        • Fraydog

          4 different Nexus 4′s because of quality issues? Yikes, I didn’t think it was that bad. File trouble tickets for the areas that are on EDGE. That said, I doubt a handset with better quality control would fall back that much.

        • PiCASSiMO

          The first 2 Nexus 4s were returned do to the rattle. Ultimately, the rattle is a design issue that I learned to live with. The 3rd was due to cloudy grey screen along with flickering. The 4th may also be returned if the automatic shutdown persists.

          So how do I file a ticket with T-Mobile to address the Edge speeds?

        • Fraydog

          Call customer service and detail the areas where you are having issues. Explain to them where you have issues and ask them to file a trouble ticket in those areas. Try to talk to someone in engineering if you can. Good luck.

        • PiCASSiMO

          Thank you…

  • sincarafan247

    Can anyone maybe answer something for me? I plan to add a line and get the GS4 when available. I want the new phone number to have the same area code as the current line. Is there an option to choose an area code, number, etc..when checking out/adding a line or does it automatically base the number off of your physical address? I just dont want 2 different area codes.

    • ssl48

      It will have the same area code. Yes, it’s based on the address. Really, it’s the zip code.

      • sincarafan247

        If its based on the address/zip code then it will be different for me. When the original line was obtained I lived in a different city with a different area code. I was told I can have the same area code, but t-mobile never told me how.

        • adults act like kids 4 phones

          Before checking out look for a primary place of use option to input the second addr and also the 911 addr needs to be filled out. Tons of accts experience this scenario and yes u can absolutely do so by dialing 1800tmobile if u do not see the above fields. U can live in alaska and request a hawaii area code if u want to do so. Just call and say aloha I need an 808 area code..ur g golden

        • sincarafan247

          Thanks! Yea I confirmed once I get the phone all I have to do is call t-mobile and they can change it. I called yesterday since the GS4 was supposed to go on pre sale today, but got delayed. At least now I know. lol Thanks again.

    • ChitChatCat

      If you don’t like the number assigned, care can change it for you to match the other numbers.

    • jessbreezy1

      Do it over the phone and advize the rep in advance this number needs xyz area code . They may ask for the addr associated and u don’t. Have it tell them u r transitioning to that area code and no other addr avail.

  • Tmo-employee

    Systems went down before retail stores opened we were not able to open the store. Nothing to do with demand.

    • Kenan Jackson

      I’ll admit it is conveniently suspect to have a system failure right after firing the bulk of your IT department. But I think they are trying to lay blame on the slew overnight orders. People were hitting the system pretty hard on Friday from midnight on.

      • Undertmocover undertmocover

        The website wasn’t the cause of the outage, too many unrelated systems were down at the same time. This included systems that are not used by website traffic/orders. This included some internal email, especially the BlackBerry BES server. Besides, the Htc pre order certainly did not hit the website harder than the IPhone preorder, and the systems did handle that traffic for the most part.

        • Kenan Jackson

          Are you saying you sabotaged the system or have intimate knowledge of those who did?

        • Undertmocover undertmocover

          Those are some interesting, yet incorrect assumptions that lead you to ask that question Lucky. To be clear, I am not saying either. I am just saying that the speculation that this was demand driven is false, and if you think logically about it and have just a little knowledge of T-Mobiles systems, you would come to the same conclusion. I am not purporting to know exactly what or who brought the systems down, but there are a few things that it wasn’t.

        • TayshaunBoba

          Could you elaborate any further? I don’t understand why disgruntled IT would purposefully do something that sounds borderline criminal. Eight hours downtime (or however many it was) is a lot of lost revenue, and if intentional, sounds like it could be traced back relatively easily.

        • Undertmocover undertmocover

          I won’t pretend to know the logic that would make someone take those kind of actions, however that does not change the fact that this would not be the first time a disgruntled IT person has burned the company who they felt wronged them. Let’s be clear, I am not condoning the actions. I agree that whomever caused the outage if intentional was at the least morally and ethically dubious, and at worst, criminally so. My point to you was that T-Mobiles explanation of the cause of the outage was not feasible.

        • Kenan Jackson

          I was going on your insistence the official statement is false. You also said, “a small group likely snapped under the trauma of losing their job and hit T-Mo square in the jewels.” and “If you had knowledge of T-Mobiles systems as I do instead of just speculating like you are, you would not have made the comment that you did.” Being the child of a lawyer I find those statements in context brow raising.

        • Undertmocover undertmocover

          Perhaps if you were actually a lawyer instead of merely the child of one, you would also have seen the difference in context between having knowledge of how the systems work versus having knowledge of exactly what or who brought them down. I was making the point that demand overload could not have been the cause, and that (key word here) LIKELY, the cause was malicious. Feel free to disagree, we will probably never know exactly what happened.

        • Kenan Jackson

          No need for insults.

        • Jack Daniels

          Agreed. People try to make themselves feel superior by saying their position on a cell phone website.

  • TayshaunBoba

    I think this speculation needs to stop. T-Mobile cited “demand” on their systems. Those saying that some stores were not open so it couldn’t possibly be demand need to realize there are numerous other retail channels including, like they mentioned in their statement, “stores, online, and through costumer service.” Demand does translate strictly to sales.

    • Undertmocover undertmocover

      There were NO stores open at the time of the crash, several of the systems that crashed were not related to one another and only used by ONE channel, Sales. If you had knowledge of T-Mobiles systems as I do instead of just speculating like you are, you would not have made the comment that you did.

      • TayshaunBoba

        Well for one, I am not speculating. I reiterated exactly what was stated by Tmo PR.
        And two, I’m not saying you’re completely wrong, but I tend to believe an official statement from Tmo more than an anonymous poster on the internet. Do you happen to have any proof?

        • Undertmocover undertmocover

          No, I don’t have any proof. You certainly can choose what you want to believe. You were expressing your opinion that the speculation should stop, I was pointing out that the T-Mobile PR response was implausible.

  • Chris

    No service with tmobile right now. Anyone else? 4/22 10:45pm est

    • PiCASSiMO

      No problems here… 9:40 CST (10:40 EST). See my post below.

      • Chris

        Weird. I can’t text – haven’t tried calls. I connected to WiFi calling and it’s working fine that way…

    • superg05

      its the damn iphone curse AT&T had to change the way there network operated just to accommodate it cause that stupid phone had a crappy radio chip

      • Whitney

        How do you know it was iphone that cause the outage?

        • http://tmonews.com David

          I don’t get it, this wasn’t a network outage, this was a computer problem, I haven’t heard of a single person who lost service related to mytmobile crashing.

        • thepanttherlady

          You beat me to this….internet has been down at work until a few minutes ago. I blame the iPhone for that. =P

        • Chris

          The only reason I had come to the site was no service. Once connected to wifi calling I got like 5 texts. It’s working now tho :P (And I was at home, it wasn’t like I was some random place with unknown coverage, I was in a 4G area).

  • PiCASSiMO

    It was 9:40pm CST and I finally managed to see HTC One that was available. Conversely, the 16GB white iPhone 5 was out of stock. I decided to add the HTC One to my cart and see if it would let me buy it with $100 downpayment + $20/month installments without changing our existing Value Plans. NO PROBLEM! I didn’t buy it, but I was on the last screen before entering my credit card information.

    I’m still holding back. Need to see another HTC One in my hands and confirm the quality of it which I thought was sub-par this past Friday at an AT&T store (broken lower speaker, sub-flush middle plastic causing sharp metal edge). I would also like to compare it to the SGS4 just to validate my purchase.

    • Phil

      Yep, I’ve been able to get that far, even on the last screen where you enter your credit card information. Heck, can enter that, can enter all your information, the catch, at least in my case, is when you scroll further down where you are suppose to read and agree to the terms and conditions. I get a big red X there that says there was an error. Not sure if it’s just me and my account, or if there is something else going on, especially with the way the website has been, as it looked like it would let me buy the thing if I payed in full.

      • Sean

        That “x” has been the bane of my weekend. I’m pretty stoked about the HTC One but cant order it at all. You can buy it outright no problem tho….Maybe thats a catch with the Pre-orders?

        • Phil

          With all the system problems, I kind of doubt it has to do with pre-order restrictions. Anyone else able to order through installments?

        • Phil

          Well, something new to go along with our X now.

          We’re sorry, this item is not available for immediate shipment. You can:
          Continue and complete your purchase–your order will ship when all items are available
          Make another selection. Shop phones

  • Bknight

    This is just too convenient. Personally I think some IT person or person had a Keep me else or pay Trojan in their system. As soon as they didn’t enter the password it went to work. I mean they wiped out their IT section. I know the company I work for we had a IT disagreement they fired the IT manager the next day at 8 am took out 4,000 terminals zero access even at the servers. Took over a day to find it and another to fix it.

  • MatthewMurawski

    They better not mess up my S4 order on Wednesday!

  • Ben

    I’m looking forward to reading the good news about the merger in the following days, so I’m no longer worried about what happened.

  • slayde

    It’s still Tango Union

    not good

  • sincarafan247

    I checked again today (Tues) and I still cant get into my account on t-mobile. I can sign in this time, but I get the “sorry we’re working on things, cant view account, etc..” message. I did see they are planning a support system maintenance late tonight until 3 am pst. All I can say is if they really are planning to sell the GS4 tomorrow they better fix this crap.

    • sincarafan247

      Just checked again and things worked fine. I just hope it stays up. I’ll be one to be up early hoping to order the GS4 successfully.

    • Kenan Jackson

      Their twitter account just confirmed that for me.

  • cielomoreno127

    Still can’t login to the t-mobile website.

  • Jack Daniels

    Funny how David leaves the fact that it was the iPhone demand that caused this out of the article just like people were saying it would a long time ago.

    It wasn’t the HTC One that caused this, it was the iPhone 5. Remember those “gangbusting” sales? Well now they are clogging up the network just like sooo many people were saying it would a while ago. Now it has happened and David tries to put it on the HTC One.

    • http://tmonews.com David

      Can you tell me who was on the grassy knoll to in 1963? No conspiracy, it makes more sense that it COULD be related to the One more than the iPhone since the One was made available this past weekend and not the 5, but sure, I conveniently forget to write that.

    • http://tmonews.com David

      Moreoever, can you please show me where I blamed the One as the culprit or just wrote that this was a problem because the One was out and people were trying to get it. I’d love to see where you are drawing these awesome conclusions from.

    • Bratty

      But he is a Jedi! Did he leave it out or did he bring it in by leaving it out? Cant trust those jedi.glad you figured it out. Or did you??? Damn, are you a jedi too?

    • LordCaliban

      I don’t remember any blame being placed on any specific device, though the website was showing sold out for the HTC One (though it wasn’t actually sold out) and you could still order an iPhone when the site was somewhat working. While I was calling customer service all weekend to actually order one, they told me there was a high demand for “several of the new phones” but one of the issues was with the HTC One specifically.

      There were apparently lines of people on launch day out the door for the iPhone but no issues came up then? For all we know some idiot on the server side screwed up something. No sense blaming this site and those who run it for something they didn’t even state.

  • Whitney

    I didn’t notice a thing because my HTC HD2 touch screen is not working.

    • LordCaliban

      My HD2 touchscreen went out too when I had that phone a while back. TMob sent me a replacement within a couple days and I sent the old one back. The only issue I’ve had with my Sensation4G is the phone would sometimes randomly shutoff. Turns out the battery is a little loose, so I wedged a tiny piece of credit card in near the top so the battery is snug in there and no issues since then. Got my HTC One on order now since the closest store to me getting it is over 100 miles away!

  • orbitmarz

    Bogus statement! Demand? No, botched system update Friday night never made systems available Sat morning when east coast stores opened. BOGUS!

  • tmomanager

    this is all bullshit Im a Tmo manager and the reasons are way different than the one wxpressed here !

    • adults temper tantrums w phone

      Agreed. Its a big conspircy that a computer crashed causing tmo huge loss of revenue. Do any of these whistle-blowers work around a computer? Have they ever had to be maintenanced? Last time I checked everything manmade has to be repaired and is not perfect. They have no idea rwhat goes on behind the scenes to make thse invisible signal waves fly around and don’t have reason to treat employees like we r robbing them or we make their phone and should give tthem a free phone. Did ur landline company pass out cordless phones for us for paying our bills? Look folks we have come a long way no roaming, long distance, unlim mins, anda lot of users are worshipping their phones as it a god and we need to humble ourselves and stop the greed, anger, and obsession as this may be the mark of the beast.

  • fasd

    the iphone is to blame, since the iphone was release in tmobile i been having troubles.

  • Bknight

    After 5 days of trying I was able at 5 am this morning PST was able to order it. Looks like a May 2nd delivery date even with overnight shipping.