OOPS!

First of all you should know that I have a vested interest in WOW mobile at this time.

That being said……..

As I was driving yesterday I made a call home to my wife and was insted routed to T-Mobile customer service.

Arriving at home I called several other WOW mobile customers and all of them resulted in a T-Mobile recording that they were not accepting calls.. (This is T-Mobiles version of a disconnect message).

Red flags went up at that time as it appeared that something might have gone horribly wrong at Liberty International.

After spending most of the night and today investigating this I have substantial reason to believe that this mass outage was caused by human error at T-Mobile and NOT by Liberty International.

Here’s what we know.

1. Starting about mid day on Tuesday Feb. 23rd thousands of WOW mobile / T-Mobile phones inexplicably stopped working.
2. Liberty posted news of the problem the instant it was known.
3. Liberty posted news that T-Mobile would have WOW service back up “within the hour”.. and that did not happen!
4. Liberty posted multiple updates throughout the night and into early morning. (in other words they stayed up as late as I did on this crisis.)
5. Just after 1:00am Liberty posted instructions to power cycle our phones and my services were back to normal.

On a call today, Randy Jeffers and an unnamed manager, (whose name did slip out as being “Ryan” I believe) from T-Mobile explained what had happened and where some of the mistakes had been made.

T-Mobile management stated that they were uncertain as to the exact cause of the problem but did volenteer information that it was not a billing situation, (as in lack of payment), nor was it a problem with the Liberty/WOW mobile accounts or contracts.

It was also stated that “Due to human error”, the process of reactivation of all the WOW accounts took longer than they, (T-Mobile), had communicated to Liberty the previous night.

I know what your thinking!  I had the same thought!

How do we know that this unnamed person was in fact in management at T-Mobile?

The strait up answer is, we don’t! But I know from past experience that any company is only as good as it’s determination and ability to deal with problems quickly and effectively.

In this situation, Liberty demonstrated openness and quick response time to what could have been a PR disaster for the company and it’s distributors. Nothing that has been communicated indicates any deception on the part of Liberty or T-Mobile at this time.

However,  given the recent troubles in the telecom/cell phone marketing industry it looked bad! Very Bad!

For obvious reasons, we are keeping a very close eye on this particular situation and, (due to my affiliations with Liberty), I am requesting an unbiased third party to look into this as well.

Look for a post from Troy Dooly at mlmhelpdesk.com .

More as it becomes available

Next Time