Secure Mail Connector

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Chris - 18 Sep 2004 06:50 GMT

Has anyone had this working recently?

I have called in to Tech Support @ TMob, but I am not convinced any of
them really know what they are talking about. Some say that they have
seen it work, but they all seem to draw blanks when I ask them
questions.

I have set it up on an XP SP2 & W2k machine with the same results.
Even when not protected by any firewall whatsoever. I just never
connect to the "Client ID" on either machine.

Thanks!

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HighFlyer - 18 Sep 2004 18:14 GMT

I started using it about 2 weeks ago and all was fine until about 4 days
ago...

> Has anyone had this working recently?
>
[quoted text clipped - 8 lines]
>
> Thanks!

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Cellhead - 19 Sep 2004 05:28 GMT

> I started using it about 2 weeks ago and all was fine until about 4 days
> ago...

Question Reference #<DELETED>
Subject: Products And Services.T-MobileInternet
Topic: Products and Services
T-Mobile Internet
Submitted: 09/14/2004 10:32 PM
Last Updated: 09/18/2004 10:21 PM
Status: Updated

Discussion Thread
Customer 09/18/2004 10:21 PM
Saturday night, still broken. Surely there is something you can do to
help me with this problem? I "should" receive a confirmation message
that my email configured correctly, but of course I don't. Is there
anyone there who can walk over to whatever server is causing the
problem, reboot it, and see if that fixes it? I am starting to wonder if
I made the right choice to use T-Mobile. I guess I'm stuck with you for
the rest of my service agreement, but I can tell you this isn't going to
be a happy relationship if this issue isn't fixed in some way.

If you can't figure out how to fix the problem with your server, could
you AT LEAST ask your network people to unblock port 25 so I can use a
different SMTP server for outgoing mail? Then at least I'm getting some
fraction of the service I'm paying for. Right now the email portion of
your service is useless.

WHO DO I NEED TO TALK TO FOR THIS TO BE ADDRESSED? Your phone reps keep
saying I "get more" with t-mobile, but all I'm getting more of right now
is frustration and unresponsiveness.

Customer 09/16/2004 01:56 PM
Getting desperate, I tried configuring email from a different computer
running a different windows version and downloaded the SMC client, your
server was still unable to detect that the client was running.

Please, I would like some kind of idea as to how to fix this, it's
important that I am able to get my mail when I am away from the office,
I have a trip coming up this weekend and now there is no way to access
my email remotely! please?

Customer 09/16/2004 10:37 AM
when I double click on the smc client icon in the systray and click
'ok' it makes an error message that says "tmpwpcli.exe has generated
errors and will be closed by windows. You will need to restart the
program". But there is nothing in the event log about it.

Customer 09/16/2004 09:55 AM
Still trying to configure email. I uninstalled the SMC, logged into My-
Tmobile, went to the email setup, downloaded the SMC client, clicked
next and I still get the error "Error communicating with teh SMC client.
Please ensure client is downloaded to your PC and is running properly."

So there is something still wrong, how do I fix it please?

Customer 09/15/2004 07:35 PM
Tried that, also called support and after being escalated the technical
person said your server seems to be having a problem. Still down as of
6:30 pm Pacific time on Wednesday. Hope you can fix this soon as I'll
need to be able to access email when I'm out of the office. Ticket #
321762

Response (Andrea A.) 09/15/2004 04:22 PM
Dear Customer,

Thank you for taking the time to contact T-Mobile. Here are the step-by-
step instructions on how to configure your email on T-Mobile.com.
1) Log into your T-Mobile.com account from a pc
2) Click the "My Email" link
3) Click the =3FSetup" link
4) Click the "Add New Mailbox" Link
5) Enter the email address and password associated with the email
account you wish to access.
6) Click "next"
7) Enter any additional information required then click "next"
8) You should receive a confirmation message stating your email account
was configured successfully. Please keep in mind that you can only
configure pop3, IMAP, Outlook, or corporate email (Only using T-Zones
Pro). You cannot configure mailboxes such as Hotmail or AOL email
accounts. If you have any other comments, questions or concerns, please
feel free to contact us at anytime.

Thank you for choosing T-Mobile
Sincerely,
T-Mobile USA, Inc.
Andrea
Technical Services

Customer 09/14/2004 10:32 PM
Tmobile secure email connector says the mail server it is configured to
contact does not appear to be a valid mail server.When I log into the T-
Mobile web site and click"My email"I go to a blank page and nothing
happens.When I try to retrieve mail from my PocketPC Phone, I get an
error saying"mail cannot be downloaded".I also received an SMS this
afternoon that my mail account had to be fixed somehow but the message
was cut off and I was unable to find out what was neededWhat am I doing
wrong this time???

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Cellhead - 19 Sep 2004 19:02 GMT

Well halefuckinluya, after an hour on the phone again this morning with
the third level tech support guy, it *finally* occurred to him to maybe
see if he could recreate the problem at his end. BINGO.

"Error communicating with the SMC client. Please ensure client is
downloaded to your PC and running properly." Yup, that's the error
message all right.

That's only been a week now since I first reported the problem, and this
is the first time anyone has even tested their own system to see if it
works, and it doesn't. It's broken. At THEIR end. If your email doesn't
work, it's T-Mobile's fault not yours.

This guy obviously doesn't know how to play tech support hell. The first
thing *I* do when I get a call from a customer is to try and recreate
the problem at my end, so that I can laugh at them when they say it's
broken. Works at my end, therefore problem's at their end, here's how
you fix it (that's optional, I only tell them how to fix it because I am
a nice person).

So, being sunday morning here on the west cost of america, there's
nobody in the office who can actually go and see if the lights are on in
the server room. So I still have to wait another day to see if anyone
there is smart enough to know how to reboot a server.

By the way, their customer support software sucks the big one. I got
asked half a dozen times during the call what my home phone number was.
When I finally objected to having to give them my number yet again as
they clearly already had it because he agreed he'd remembered asking for
it and getting it several times during the call, the tech said it's
because every form he fills out on screen is different, and none of them
seem to be able to populate themselves with customer information. I
guess it's a miracle that they know how to send me a bill every month
considering how primitive their database infrastructure seems to be.

> > I started using it about 2 weeks ago and all was fine until about 4 days
> > ago...
[quoted text clipped - 45 lines]
> program". But there is nothing in the event log about it.
>

Signature

---

Incidentally, what does BTW stand for?

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HighFlyer - 19 Sep 2004 20:00 GMT

My experience with T-Mo so far, is that even if the tech on the phone is
able to see the problem, it won't do any good since he is not the person to
fix it. He will escalate it up to a different group. Its an unending
cycle.

I've had my ticket open for a month. This past Wednesday I spent close to 2
hours on the phone and being transferred to 6 different people. The tech
finally told me that my ticket was number 2 on the list of 123 and would
probably be worked the next day.

Guess what --- not fixed and not a single callback from T-Mo for a status.
I've never received a callback from them. Obviously, getting their customer
accounts working correctly is not a priority for them.

Anyone know the email address for the President/CEO of T-Mobile. Maybe we
should start copying him on everything since obviously we are getting no
where when dealing with their customer-no-service lines.

> Well halefuckinluya, after an hour on the phone again this morning with
> the third level tech support guy, it *finally* occurred to him to maybe
[quoted text clipped - 79 lines]
>> errors and will be closed by windows. You will need to restart the
>> program". But there is nothing in the event log about it.

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Cellhead - 21 Sep 2004 17:24 GMT

> My experience with T-Mo so far, is that even if the tech on the phone is
> able to see the problem, it won't do any good since he is not the person to
> fix it. He will escalate it up to a different group. Its an unending
> cycle.

Update, I called T-mob support again this morning (Tuesday), got the
usual "I can certainly help you with that" "oops let me transfer you" "I
certainly apoligise for the inconvenience" "let me transfer you" "what's
your support ticket number / what's your daytime phone number" (don't
*they* know???) game.

This time I asked if I was even speaking to the right entity, as in "T-
Mobile support" or "PUC / FCC", that I was promised a callback and never
got one, that the problem had now been an open issue for the past week,
that my inability to receive email on my pocket pc was impairing my
ability to provide servie for my clients if I'm off site (I'm a self
employed contractor for a number of clients who need to be able to keep
in touch with me throughout the day).

Finally got escalated to a supervisor, who agreed there was an open
ticket, and that engineering was working on it. "So, how are engineering
doing with the problem? I'll wait while you call them and find out" I
said. The supervisor (Clarence G, employee ID 30068) said he spoke with
Tina W in engineering, that I wasn't the only one with the problem
(halleluia!) and that they were working on a solution (heard that
before).

I suggested that being locked in to a 2 year contract with T-Mobile and
not getting the service they've contractually agreed to provide was
problematic for me, and that if it wasn't resolved soon I'd have no
choice but to spend money on an alternate solution. "Clarence" agreed
that some kind of rebate for the downtime would be in order, once the
problem's been fixed. Hell, I even offered to drive over there and help
fix it.

The newest SMC server version was Aug 19/04, and I *know* that was
working before T-Mob f.cked up whatever it is they f.cked up last week.
Anyone wanna bet these geniuses applied XP SP2 on their "production"
systems last Monday, without testing it offline first? Anyone wanna bet
the rocket surgeons in their IT group don't even monitor their systems
to see if they're running, thus leaving their support people in the dark
when a customer reports a problem?

Any clear-headed IT gurus wanna send in their resumes? If my guess is
right, I bet there will be some openings there soon.

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