TFB Tech Support Portal is an online tool used to engage T-Mobile Specialists for assistance with your T-Mobile for Business product solutions. Use these instructions for TFB Tech Support Portal setup and case management.

Create a Case

1. Sign into the TFB Tech Support Portal.
2. Click All and select Service Catalog from the main screen.
3. Select TFB Support under Categories.
4. Select the Issue Type:
   • 5G ANS: 5G ANS Related problems
   • API: API Access to Control Center
   • Control Center Portal: Support for Self-Service Portal Functionality
   • In-Building Coverage: Report issues with your in-Building Cellular Solutions
   • IoT Connectivity: IoT Connectivity and SASE related problems
   • IoT Invoice/Billing Support: Support for T-Mobile IoT Charges
   • TFB High Speed Internet: Config Requests
   • Wireless Related Issue: T-Mobile Wireless Related Issues (If applicable)
5. Click Submit.

Update a Case

Cases in a New, Open, Awaiting Info or Resolved State can be updated. Use these instructions to update a TFB Tech Support Case.

1. Sign into the TFB Tech Support Portal.
2. Select All Cases or select Case and All Cases from the banner.
3. Locate and click the Case Number.
4. Navigate to Compose, type an update.
5. Click Send.

Close a Case

1. Sign into the TFB Tech Support Portal.
2. Select All Cases or select Case and All Cases from the banner.
3. Locate and click the Case Number.
4. Click Close Case.

Emails

As a case creator, emailed notifications keep you informed of the progress of a TFB Tech Support Case. To receive emailed notifications, the user must be opted in for notifications.

Email Type

• Open confirmation
• Update notification
• Proposed solution
• Closure notification
• Update attempt on closed case
• Case open for internal user

Proposed Solutions

You will receive an email with a suggested solution after identifying your issue. Either accept or decline the solution within seven days. If no response after seven days, the case will be marked as closed and you won't be able to reopen it.

Accept or reject via email

1. Click Accept if you agree to the solution.

A new email will be opened – do not make any changes to the body.

2. Click Send.
3. Click Reject if you do not accept the solution.

A new email will be opened – do not make any changes to the body.

4. Click Send.

Declining a solution via email will place the TFB Suport Case in an open State and will be reinvestigated by the T-Mobile Specialist.

Accept or reject via TFB Tech Support Portal

1. Sign into the TFB Tech Support Portal.
2. Select All Cases.
3. Click a case number to open it.
4. Navigate to Actions.
5. Select Accept Solution or Reject Solution.
   • If the solution is Accepted: the TFB Support Case is placed in a Closed state.
   • If the solution is Rejected: the TFB Support Case is placed in an Open State and reinvestigated by the T-Mobile Specialist.

Watchlists

Individuals within your organization with access to the TFB Tech Support Portal can be added to a watchlist for email updates on Cases. Watchlist recipients can be added or removed at any time.

Adding to the watchlist

1. Sign into the TFB Tech Support Portal.
2. Select All Cases from the main screen or select Case and All Cases from the banner.
3. Locate and click the Case Number.
4. Locate Watch list.
5. Type the contact’s name, locate, and select. Click Save.

Removing from the watchlist

1. Sign into the TFB Tech Support Portal.
2. Select All Cases from the main screen or select Case and All Cases from the banner.
3. Locate and click the Case Number.
4. Locate Watch list.
5. Click X next to the name to remove someone from the watchlist.
6. Click Save.

Notifications

To manage notification settings for yourself, complete these instructions.

1. Sign into the TFB Tech Support Portal.
2. Select your name on the right corner from the main screen. Click Profile.
3. Enter email. Ensure the notification dropdown is set to enabled.

If you have the Customer Case Manager role, follow these instructions to modify the notification settings of another contact.

1. Sign into the TFB Tech Support Portal.
2. Navigate to the Contacts tab.
3. Search for the contact whose notification settings you want to change.
4. Click on the contact name to open the contact details page.
5. Click on the Edit button next to the Notification Preferences section on the contact details page.
6. Select the notification channels and frequency that you want to apply to the contact.
7. Click on the Save button to confirm the changes.