Thursday, December 13, 2007
T-Mobile violates Net Neutrality? (Blocks Twitter)
Update: Apparently the email address for the customer service executive is firstname.lastname@example.org and not rbotson like I first posted.
Update 12/14 @ 3:34pm: Twitter has confirmed that there is an issue on the satisfaction page (link below) but they don't indicate what the problem is. No one that I have been in contact with has heard anything from T-Mobile other than what we were told by customer service (that they are blocking twitter and/or they don't support short code)
Update 12/14 @ 4:58pm: I have received this response from T-Mobile. Very Upsetting
Update: To follow all of my posts related to the T-Mobile/Twitter issues, please click here
For the last few days I have been unable to send SMS messages to the Twitter service from my T-Mobile cell phone. This evening I decided that enough was enough and I called T-Mobile. I spoke with 3 different reps and would not let up until I got an answer for why this was no longer working. Finally I spoke with someone in Customer Relations and she felt strongly enough about this that she got a tech on the phone. After waiting for the tech to research the issue they came back with a response (and the rep I was spoeaking with was as outraged as I was). Their official response was that T-Mobile does not support third party messaging services and the reason why I am all of a sudden unable to send messages to the Twitter service is because their system "caught up to the bug." I specifically asked if this meant I should expect to never be able to send to Twitter again and the answer was yes.
I explained to the rep about Net Neutrality and, to be honest, she had been outraged from the start. She completely agreed with me that this was an example of T-Mobile picking and choosing who you can and can't use with your T-Mobile SMS. I also explained that I paid for unlimited SMS messaging and not selective unlimited SMS messaging. She, again, agreed.
The rep and I collectively agreed that this matter needed to be heard and she opened a "Voice Forum" request with the ID of 0623630. For reference to the people reading this, the rep that I talked to had the ID of 3828493.
One thing that I do want to request is that if anyone calls in to speak with someone or emails customer service, please do not speak negatively towards the rep that I spoke with. She was extremely helpful and very instrumental in getting the ball rolling.
Also, if you want somewhere to send an email, please use email@example.com. It would be really great if we get a lot of people to write in or call in and explain the issues with their decission and how we object to any move that a company makes towards chosing what we can and can't do with a service we pay for.
Hope to see you on Twitter from T-Mobile soon! :)
(C)2003-2008, Bob K Mertz - Some Rights Reserved