Aug 29, 2023
Text messages being blocked on T-Mobile network (proofpoint)
After spending hours on the phone with T-Mobile and escalated support teams I am told that the only solution is to have Google submit to T-Mobile to have the number removed from the Proofpoint spam list.
1) I do not send spam.... how I ended up on this list, who knows.
2) I can message every other carrier without issue (Verizon, Sprint, ATT, etc.)
3) If I group message from the same google voice phone number, it goes through fine, even to T-Mobile customers. But a 1 to 1 message will not go through.
4) I can receive text messages from T-Mobile numbers, but they cannot receive messages from me.
If T-Mobile says the ONLY way to resolve this is to have Google reach out to them, and I have no actual way to get in contact with Google support, that seems like a brick wall. I have been using this number for many years and am not interested in changing numbers at this point.
What can I do?
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Oct 30, 2023
Thank you for your patience. I heard back from Engineering.
"The team has stated that the T Mobile is filtering the "Spam" from the user and changes cannot be made to that directly.
They suggested the user file a ticket with Hiya, which is usually the source of this over-zealous blocking."
I don't know if this will help you or not, but hope so.
Diamond Product Expert Red Leatherman recommended this
All Replies (7)
Aug 29, 2023
Hello:
Welcome to the user-run Google Voice forum.
We need date & several specific examples to escalate this issue.
First, the Last Four digits [L4] of your Google Voice number.
Then for each example:
- Date/TIme/TZ
- L4 of the called/calling number
- Outcome {what happened?}
And last, a statement from you:
I authorize Google to examine my account on this issue.
Aug 30, 2023
Aug 30, 2023
Aug 30, 2023
Sep 4, 2023
According to T-Mobile only google can reach out to them to request this be resolved. Wish there was some other way to figure this out, as I am also not able to find an official support POC for google voice, which makes it feel like a limbo scenario where various groups just point the finger back and forth at each other. :) I am hopeful that does not end up being the case here.
Oct 19, 2023
I semt 30 texts yesterday for work and for family
Thank you for your patience. I heard back from Engineering.
"The team has stated that the T Mobile is filtering the "Spam" from the user and changes cannot be made to that directly.
They suggested the user file a ticket with Hiya, which is usually the source of this over-zealous blocking."
I don't know if this will help you or not, but hope so.
Diamond Product Expert Red Leatherman recommended this
Nov 16, 2023
Nov 16, 2023
Nov 16, 2023
Here is a few examples. I can go back and keep finding as many as you need. Also, since T-Mobile would not even talk to me as "I was not a T-Mobile customer", I went to a T-Mobile store and signed up for service and have sent a message to my own T-Mobile phone number multiple times and have never received any of them. I can do that more times if that helps with the investigation.