System Issues : T-Fiber & High Speed Internet (HSI)

Learn more about current, recently resolved, and planned maintenance for Fiber & High Speed Internet. For additional issues not listed here, see Frontline System Issues.

Description:

Experts are unable to open a case In Salesforce to transfer to Lumos Tier 2 support.

Steps to Reproduce:

LotusFlare>Subscriber tab>Case Management>New Case or Existing

Expected Experience: The Expert should be able to open a case in Salesforce to transfer to Lumos Tier 2 support.

Workaround:
Call Lumos Tier 2 support and they will be able to find the open case and take the call to escalate the case.

Additional Information:
A long-term solution is currently in development.

Ticket #: PRB10010635

Impacted Systems: Salesforce

Start Date: 7/24/2025

Description:

The customer account does not show up in LotusFlare and is preventing verification of the customer due to an issue with a tentative BAN.

Steps to Reproduce: N/A

Expected Experience: The account should be populated to LotusFlare and the customer should be able to complete verification.

Workaround:
Verify no additional orders have same customer name/address. We have found some of these with other orders that are tied to an active Samson BAN.

Additional Information:
A long-term solution is currently in development.

Ticket #: PRB10010633

Impacted Systems: LotusFlare

Start Date: 11/2/2025

Description:
During the D2D (Door-to-Door Sales) flow, T-Fiber customers receive the order confirmation email containing a one-time passcode (OTP). However, when they attempt to enter the OTP using the confirmation link in the email, the submission fails.

Steps to Reproduce:
N/A

Expected Experience:
After a T-Fiber order is submitted, customers should receive an order confirmation email with a functional link that allows them to successfully enter the OTP and confirm their order.

Workaround:

  • If the D2D representative is still on-site, have the customer scan the QR code to complete the order.

          If the customer is still unable to submit the OTP from the email confirmation, the D2D representative can submit a Jira intake using the Sales Support              Escalation Form: 

https://forms.office.com/r/TfQmx0TKF 

 

https://magentapulse.t-mobile.com/us/en/customer-support/t-mobile-internet/t-mobile-fiber/t-mobile-fiber-escalation-processes

  • If the D2D representative is no longer on-site, the customer must wait 24 hours and then place a new order online or through Fiber VR.

Additional Information:
A long-term solution is currently in development.

Ticket #: PRB10010630
Impacted Systems: T-Fiber / LotusFlare
Start Date: 8/18/2025

Description:
Some T-Fiber accounts are not being billed as expected. When billing is later corrected, customers are charged for all missed months at once, which may result in bill shock. This is creating an increase in calls to T-Fiber Care.

Steps to Reproduce:
LotusFlare → Subscriber Overview → Account Status

Expected Experience:
Customers should be billed on a timely, recurring basis to avoid cumulative charges and prevent bill shock.

Workaround:
Submit a Jira Account Maintenance intake and schedule a follow-up.

Additional Information:
A long-term solution is currently in development.

Ticket #: PRB10010629 

Impacted Systems: LotusFlare

Start Date: 8/28/2025

Description:

Some T-Fiber customers with VOIP service experience continued VOIP suspension after their accounts are restored following non-payment. Although payments are successfully processed and accounts return to good standing, the VOIP line remains in a suspended status within LotusFlare. The expected reactivation workflows are not consistently triggered, resulting in ongoing VOIP service outages. This issue is negatively impacting the customer experience and driving increased Care call volume, as customers anticipate full service restoration once payment obligations are satisfied. Further investigation is required to identify and remediate gaps in the suspension-to-restoration process to ensure reliable VOIP reactivation after payment confirmation.

Workaround:
Support experts must first verify that the customer’s payment has successfully posted and confirm the account is no longer past due or delinquent. Once verified, Fiber Care should create a detailed Salesforce support ticket within LotusFlare Case Management documenting the issue. Do not transfer the case to Lumos Tier 2 Support, as they do not support VOIP line suspension. LotusFlare is actively researching the handling of the VOIP plan and will provide a solution.

Additional Information:
A long-term fix is currently in development.

Ticket #: PRB10010622
Impacted Systems: T-Fiber / LotusFlare
Start Date: 1/7/2026

Description:
T-Fiber customers whose accounts have been suspended due to non-payment are experiencing delays or failures in service restoration after their outstanding balance has been paid. Despite successful payment processing, the system is not consistently triggering the appropriate reactivation workflows, resulting in continued service outages. This issue is impacting customer experience and generating increased calls to Care, as affected customers expect immediate or timely restoration once payment obligations are met. Further investigation is required to identify gaps in the suspension-to-restoration process and ensure services are reliably reinstated following payment confirmation.

Workaround:
Support experts must first confirm that the customer's payment has been successfully posted to the account and verify that the account is no longer in a past-due or delinquent status. Once payment verification is complete, Fiber Care should create a detailed Salesforce support ticket within LotusFlare Case Management, clearly documenting the issue. After the ticket has been submitted, Fiber Care must complete a warm transfer to Lumos Tier 2 Support so they can assist the customer with reactivating the service.

Additional Information:
A long-term solution is currently in development. No additional tickets are required at this time.

Ticket #: PRB10010594 
Impacted Systems: T-Fiber/Lotus Flare
Start Date: 1/5/2026

Description:
Technical teams have identified an issue in which a customer initiates a device return through Care, but subsequently returns the device in a retail store. In these cases, the original Delivery Order (DO) created by Care is not being cancelled as expected. As a result, the customer’s account may incorrectly incur a Non-Return Fee (NRF) after 45 days.

Workaround:
When a store receives a High Speed Internet (HSI) device return, the store must cancel the original Delivery Order (DO) created by Care. If the store is unable to cancel the DO, they should contact the Retail Service Line (RSL) for assistance.
Additionally, the store must ensure that the returned device is marked as not sellable and routed back to the appropriate return warehouse (DC45/DC90).

Additional Information:
A long-term solution is currently in development. No additional tickets are required at this time.

Ticket #: Coming soon
Impacted Systems: Atlas / High Speed Internet
Start Date: 6/1/2025

Description: Fiber customers in Kenosha, WI, and Rockford, IL, are experiencing a service outage impacting their connectivity. Technical teams are actively investigating the issue to determine the root cause. Current impact is estimated at 100% of customers within the affected areas, impacting approximately 5,924 customers. Restoration efforts are underway, and teams are working to restore service as quickly as possible. Additional updates will be provided as more information becomes available.

Ticket Number: INC127534639

Estimated Impacted Customers: 5924 customers

Customer Experience: Customers in the affected areas are unable to access T-Mobile Fiber services, resulting in a loss of internet connectivity.

Service Workaround: There is currently no workaround available for this issue. Customers with a Home Internet Service (HSI) backup device may utilize that service until Fiber connectivity is restored.

Impacted Networks: T-Mobile Fiber Lumos - Kenosha, WI, and Rockford, IL

Start Date: 6/4/2026 

 

 

Description:

Teams identified a billing issue in which a subset of customers received two bills within the same month. The charges were determined to be valid, as these customers had not been billed in the previous cycle and were therefore billed for two months of service concurrently. The impact was limited to a small group of customers. The issue has since been resolved, and billing processes are now functioning as expected. Appropriate measures have been implemented to ensure customers are no longer billed for multiple months within a single cycle. Technical teams will continue to monitor to ensure ongoing accuracy and stability.

Additional Information:

  • Let Customers know that their Fiber billing cycle was aligned with their phone line billing cycle to prevent issues with billing.
  • Walk customers through their previous bills and billing dates to show there’s no overlap in Fiber charges.

Ticket #: TBD

Impacted Systems: T-Fiber Billing System

Start Date: 3/01/2026

Issue Resolved: 3/30/2026

Description:
Change of Responsibility for Fiber or Fiber + VoIP lines are terminating the line(s) in LotusFlare upon completion. 

Steps to Reproduce: N/A

Expected Experience:

Change of Responsibility for Fiber or Fiber + VoIP lines should complete without terminating the line(s) in LotusFlare.

Workaround:
There is no workaround. Until further notice, do not complete a COR for any Fiber line.

Additional Information:
This issue is currently under investigation and fix agents are working to resolve. No additional tickets needed at this time.

Ticket #: PRB10010705 | INC123595421


Impacted Systems: T-Fiber/Lotus Flare

Start Date: 1/22/2026

Issue Resolved: 1/27/2026

 

Description 

When attempting to access an account in Expert Assist and completing T-Life verification, users may encounter an issue when selecting the “Add Fiber to the Account” tile within the Active Lines section. The T-Fiber order page may load as a blank screen, due to an undefined token error, preventing the page from loading properly.

Workaround

Until this issue is resolved, Experts should complete T-Fiber order submissions by navigating directly to www.fiber.t-mobile.com/vr or by accessing the Fiber section within the Atlas Toolbox. Please note: This process requires the Expert to close the account in Expert Assist and manually verify the customer using both the Personal Identification Number (PIN) and One-Time PIN (OTP) within Atlas before proceeding.

Additional Information

Teams are working on the solution, no additional tickets are needed.

Ticket# TBD

Impacted Systems

  • T-Fiber/Lotus Flare

Issue began: 12/05/2025

Issue Resolved: 12/16/2025

Description 

When attempting to access an account in Expert Assist and completing T-Life verification, users may encounter an issue when selecting the “Add Fiber to the Account” tile within the Active Lines section. The T-Fiber order page may load as a blank screen, due to an undefined token error, preventing the page from loading properly.

Workaround

Until this issue is resolved, Experts should complete T-Fiber order submissions by navigating directly to www.fiber.t-mobile.com/vr or by accessing the Fiber section within the Atlas Toolbox. Please note: This process requires the Expert to close the account in Expert Assist and manually verify the customer using both the Personal Identification Number (PIN) and One-Time PIN (OTP) within Atlas before proceeding.

Additional Information

Teams are working on the solution, no additional tickets are needed.

Ticket# TBD

Impacted Systems

  • T-Fiber/Lotus Flare

Issue began: 12/05/2025

Issue Resolved: 12/16/2025

Description

When a Care Expert initiates the creation of a new BAN in SAMSON as part of a Change of Responsibility (CoR) process, the system onboarding process is terminating the line in LotusFlare. This issue results in a disrupted workflow and negatively impacts the overall customer experience.

Workaround:

Please follow BAU processes. For Fiber+VOIP, you MUST move BOTH lines (one after the other) to the same target BAN (New or Existing) during the same interaction with the customer. 

Impacted Systems:

  • T-Fiber/LotusFlare

Issue Began: 11/18/2025

Issue Resolved: 12/10/2025

Impacted T-Mobile Channels: Retail

Teams have identified the issue that was preventing Retail teams from selling certain Home Internet plans due to device constraints.

Details

  • Resolved Date/Time: 10/30/2025 02:45 PM PT 

Frontline Impacts

Retail - What you can expect to see in each Sales flow as of this afternoon:

PlanSales FlowDevice to Select
RelyDASH

G4AR or G4SE

if no stock, must do ship-to

T-Life

G4AR or G4SE

if no stock, must do ship-to

AmplifiedDASHG4AR or G4SE
T-Life

G4AR or G4SE

G5AR available via ship-to only

Small Business AmplifiedDASHG4AR or G4SE
T-Life

G4AR or G4SE with existing T-Mobile Mesh Wi-FI Extender (V1) device

G5AR available via ship-to only

All-InDASHG4AR or G4SE existing T-Mobile Mesh Wi-FI Extender (V1) device
T-LifeG4AR or G4SE existing T-Mobile Mesh Wi-FI Extender (V1) device
Small Business All-InDASHG4AR or G4SE with existing T-Mobile Mesh Wi-Fi Extender (V1)
T-LifeG4AR or G4SE existing T-Mobile Mesh Wi-FI Extender (V1) device 

T-Life = Buy Online While In Store or Buy Online, Pick Up In Store

Additional Information 

  • If anyone is still encountering issues, please clear cache, and cookies and if there is still a problem, please file a ticket in Quick Ticket or contact Service Desk for T-Mobile.
  • For information on all system issues, reference the Frontline System Issues page in Magenta Pulse for T-Mobile and Metro issues. 

T-Fiber: Multiple States Lumos (Fiber) Outage 

Description: Fiber customers in North Carolina, Virginia, South Carolina, Florida, and Indiana were reporting a service outage. Technical teams determined that the issue was caused by a backend networking disruption impacting fiber services in the affected regions. Impacted customers will receive email communications from T-Mobile with additional information regarding the outage, including any relevant updates and restoration details.

Estimated Impacted Customers: Roughly 144k customers

Customer Experience: Customers were without T-Mobile Fiber service while the outage was occurring. 

Service Workaround: For customers still experiencing issues, have them power cycle thier equipment below:

Power Cycle Internet Equipment

1.     Unplug your modem and any extenders

2.     Wait 5 minutes

3.     Plug everything back in

Impacted Networks: T-Mobile Fiber Lumos - Multiple States

Start Date: 5/28/2026 

Resolved Date: 5/30/2026

Additional Information: Customers affected by the recent service disruption will receive a goodwill credit of $10 or $20, which will be applied to their account on June 5. Impacted customers will be notified via email and will have the following account memo documented on their account:

Account Memo:
The customer experienced a service outage caused by a network firmware update. Service has since been fully restored. As a goodwill gesture for the disruption, a credit has been applied to the account. Internal review of update and testing procedures has been completed, and enhancements have been implemented to help prevent similar issues in the future.

Additionally, a select group of customers who purchased a Home Internet (HSI) Backup device during the outage will be notified that their device will be converted to HSI Backup at no additional cost for the life of their Fiber service, provided they maintain an active Fiber subscription.

T-Fiber: Kenosha Fiber Cabinet Vehicle Strike 

Description: A Fiber cabinet servicing Customers in Kenosha, WI (~87 Customers) was recently struck as a part of a motor vehicle accident. While service was still working for customers, Fiber teams had to disconnect service to assess the extent of the damage and to replace the Fiber cabinet. This may have resulted in an outage between 1-3 Business days. 

Steps to Reproduce: N/A

Expected Experience: Customers may have been without T-Mobile Fiber service while the maintenance work was performed

Service Workaround:

T-Fiber Backup HSI: 

Customers impacted by the Kenosha Vehicle Strike Outage are eligible for a $0 T-Mobile HSi Backup line. Customers can redeem this by contacting T-Mobile Virtual Retail (833-421-4343) or Visiting their local store (9901 - 77th St, Ste 875, Pleasant Prairie, WI 53158) 

Experts will need to activate the customer on the Home Internet Backup plan. Once activated, Customers will then have this HSI Backup line discounted to $0 via recurring credits. 

There is no action required by Retail or T-Mobile Fiber Care teams aside from activating the customer on the correct rate plan.

Impacted Networks: T-Mobile Fiber - Kenosha 

Start Date: 5/28/2026

Resolved Date: 5/28/2026

Fiber Cut - Richland County, South Carolina

 

Description: Early on the morning of April 16th, 2026, technical teams identified a Fiber cut as a result of drilling/construction in Richland County, South Carolina. As a result, many customers may have been without service for more than 12 hours, significantly impacting Customers' experience. The issue has been corrected for our customers and they should have service as expected.  

 

Additional Information: In order to take care of customers impacted by this outage who would like to cancel service, we are recommend:
  1. Verifying the customer was impacted by the outage via Lotus Flare
  2. Follow normal outage scripting and empathize with the impact on your customer
  3. Verify the customer has not previously received credit for this outrage
  4. Offer UP TO 2 months credit using FBSAVE (No prior credit = Two Months, Prior credit = 2 Months - credits issued)
  5. Document that the credit was issued to the customer as a save offer."

 

Ticket #: INC126250706

Impacted Systems: T-Fiber Billing System

Start Date: 4/16/2026 12:00AM PST

Resolved Date: 4/16/2026 4:30PM PST