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7386 Discussions

T-Mobile Experts aren't experts. What can be done?

T-Mobile's approach to transparent customer service falls short on many of the basic tenets commonly used in the tech industry today. Rather than continue to gripe about the shortcomings, I thought it might serve me (and other T-Mobile customers) if we could address how a few changes could vastly improve the relationship between provider and customer and bridge the chasms the existing policy causes.Create a Trouble TicketWhen a call is made to T-Mobile continuity on follow-ups is severely lacking. The notes made by the "expert" cannot be seen by the customer to offer any assurance that when they are told something there is a record supporting that statement. Currently, when a customer calls back regarding a continuing issue they effectively must start from scratch explaining the issue and working their way through layers of repetitive question/answer sessions before getting to where they left off on the last call.This is a tremendous waste of everyone's time and is the most frustrating

255718

33 minutes ago

Bigj999First activity

asked in Accounts & Services

Warranty bait and switch

Have a Galaxy 22 Ultra that was having constant cycling issues with the network, texts and calls were frequently missed (dozen plus a week). Placed a warranty claim and after speaking with about 10 support people, I finally got a refurbished phone replacement. It was on backorder, so it took a while to get it. The replacement phone is defective and the sound is choppy, such that streaming anything is frustrating and you can't hear anything consistently.... Like, can't make out any words at all. Had to put in a warranty claim again after only 2 weeks with the phone. Now after several reps again, it will be over a month to get another replacement AND they feel the need to threaten me about damage to the phone THEY sent me. I am seriously ready to speak with an attorney about this. It is funny that the support script is to say words suggesting empathy but with over 15 people who run me around the block (4 hour chat session tonight).... They all treat you poorly and it is because of

46 minutes ago

yb30First activity

asked in Accounts & Services

Is there a limit on how many lines can I upgrade to Magenta Max and get free phones

I have 6 lines on my account. And I would like to upgrade to Magenta Max plan and avail upto $1000 off on new iphone 14 pro after trading in a device. Is there a limit on number of lines I can do the upgrade or every single line is eligible for upgrade?

1 hour ago

CowboyUpFirst activity

asked in Accounts & Services

JamesRLearner

posted in TV & Home Internet

Home Internet - Frequent Disconnects - Possible Fix

I might have found the problem that was causing frequent disconnects (happened multiple times a day) for the last couple of weeks. The disconnect would require a reboot to get the internet working again. I’m hoping that others having this issue would be willing to give this a try and see if it helps with their issue as well. A Fan! I believe that my issue is that my gateway is overheating. After placing a fan blowing directly on it this morning, I haven’t had a single issue with connectivity all day. If you’re having this same problem, please trying cooling off your gateway and report back whether your issues have gone away or stayed the same. I hope this finds everyone with this problem and will lead to a proper fix.

4 hours ago

magenta8345035First activity

published in TV & Home Internet

Hulu + Live TV won't work on my TV

I recently tried a trial subscription of Hulu + Live TV through my T-Mobile Home Internet Service. It won't work due to their security measures. I signed in using my laptop and that worked fine. I managed my account and added my Samsung TV. Went to my TV to activate it and I got an error message. Chatted with tech support and they said my IP address for the TV was in the wrong zip code area. My IP is likely generated from a router in Somerville, MA whereas I live in Wells, ME.The laptop works because they expect a laptop to move around but they can't buy that my TV in Wells has a Somerville IP address. Tech offered no work around other than to cast it to my TV.Just an observation in case anyone is contemplating the Hulu + Live TV service, it may not work.

595626

5 hours ago

da.downLearner

asked in TV & Home Internet

Is anyone else having problems with a changing IP address?

I’ve had the Home Internet service for 3 months now and I’m generally happy with it, but one thing is rather annoying. The external IP address that gets assigned to my gateway keeps changing. This has two side effects. Web sites for CCs, banks, etc remember the IP address that you last used to connect and if it changes, they will require additional verification. The other problem is with streaming TV services. The local broadcasts that I’m allowed to watch will depend on where they think that I’m located. My estimated location usually depends on my IP address and in the last month this has changed 4 times! My IP address location has changed from Kansas to Oklahoma, to Texas and today it thinks I’m on Ohio!

6 hours ago

drd799First activity

posted in TV & Home Internet

Rapid changes in my Dynamic IP Address

Recently the dynamic public IP address assigned to me by T-Mobile Home Internet service started behaving differently. The IP address (reported by google when doing a google search for “what is my ip address”) changes very rapidly, about once per second, sometimes even faster.This is very strange. All the dynamic IP addresses I’ve had assigned in the past by other internet service providers (cable, dsl, etc.) did change over time, but the changes were only once or twice per day, not once per second.The problem with the rapid changes is that some websites detect IP address changes and consider this a security risk. For example if I’m trying to log in to a website, I will enter my username and then enter my password, but when I click “login” button the website will take me immediately back to a blank login page. Or when I try to log in to webmail at my domain hosting provider it will post an error message saying “your IP address has changed...” and won’t let me log in. Again, so

6 hours ago

Albert OFirst activity

asked in Network & Coverage

4G Solar security camera internet connection

The camera is 4G America module. America frequency LTE B2/B4/B12 is compatible. Yet the camera does not connect to the internet service. I bought a SIM card from T-Mobile in Puerto Rico.The camera is from Anspo Security.

8 hours ago

Jnahill86First activity

asked in Accounts & Services

how do i get my $100 virtual gift card for switching to t mobile

I recently became a t mobile customer on Friday this past weekend and it said if I switch to t mobile I get a $100 prepaid MasterCard well I submitted my claim and when I check the status it says submission has been received and the promotion reward it says received but I have not received it yet or a text saying I got it what do I do to get the $100 card and who do I ask I guess call t mobile customer support?! And should I go to TMobile and trade in my old device because I purchased a new phone offline on T-Mobile.com and passed the credit check and now have a contract is there anything else I should do to get this prepaid MasterCard?!

8 hours ago

rizeh1960First activity

asked in Accounts & Services

Account Number

I have life Assurance T-Mobile Moto G Pure and I need my account number, how do I find it?

9 hours ago

sad customerFirst activity

posted in TV & Home Internet

Lies to trick me to add a line for free then ended up changed my price 2 times

T-mobile managers,I originally called to inquire about upgrading to a new Iphone 14. Then one of your rep named Jollyrose told me if I add a line for free, I will be able to get $700 off a new Iphone 14 pro max. Then the second day she retracted her words and said it will be $110 for 3 lines. I had the grandfather plan of $100 for 2 lines but she switched my plan now I am stuck with $120 for 2 lines and no new phone and no added 3 lines. After a few days of not hearing back from her, I called again today 11/25/22 and still getting the run arounds. The agents are based in PH and they don’t really care about customers like me. I have been asking to get upper management involved but still I am not getting any help! I will be complaining to BBB as I have it in writing of the promised rates and plans and now no one is willing to help!!!!!!!!!!!!!

9 hours ago

xiangchenRookie

asked in Accounts & Services

I want to unlock the SIM card operator lock of my mobile phone

Dear administrator, I bought an iPhone 13promax in the T-Mobile store in April. I want to release the operator lock of my SIM card due to my recent business trip to other countries. However, I have called the customer service number of T-Mobile for many times and recharged $100 through the customer service guide, but it has not been unlocked yet, so I need your help

9 hours ago

rkempkaFirst activity

asked in Accounts & Services

How can i limit data usage on my childs lined?

Our plan is unlimited usage but I’d like to limit usage for my son’s lines.

10 hours ago

dipmitra1104First activity

posted in Accounts & Services

Free and Unlimited call option from USA to India

I am hearing from customer care that there is no way that TMobile customer can call free and unlimited from USA to India. Is this really true? If we add Stateside International add on that will still make .30 per minute but not free and unlimited. Any information from existing TMobile customers based on their experience is deeply appreciated.

10 hours ago

connecttorojenFirst activity

asked in Accounts & Services

Trade in device dropped in usps but wont show status update

I purchased a new iphone under trade in promo program. I returned my old phone( basically 2 months old) packaged using the tmobile provided return label that was going to Asurion.I dropped the package at USPS and kept the smart label tracking number. It has been 14 days but the status of package is not updated on usps. It says Label Created, not yet in system. At this point, I have no clue how should i track my package. I received a final reminder email saying I have until Dec 18 to return my device or I will loose promo credits. I see lots of people have had issues with device return exactly same way and have contacted usps and tmobile both regarding the same but no feedbacks.Please advise next steps.

11 hours ago

HeissmanFirst activity

asked in Accounts & Services

google pixel 7 pro

I have home internet just want price and info on getting pixel 7pro . Reason asking if you get one then few weeks or days later they have better deal can ya return and get on the deal instead . Yeah greedy. But its money.

12 hours ago

IApocryphonIFirst activity

asked in Accounts & Services

How are scammers sending scam emails from a real t-mobile email address

I received an email from noreply@T-Mobile.com stating “BLACKFRIDAY 2O22 Rewards !”. When you hover over the offer it shows the link takes you to https://newcom698.pro/cl/3977_md/1/344/1951/1/289825. This is obviously a scam. How are people sending scam emails from a legit T-Mo email address like this?

12 hours ago

laura7682First activity

asked in Accounts & Services

Does Never Allowed feature block texts or only calls

I feel as though the question in my email subject line here should be straightforward, but I am getting nothing but runaround from T-Mobile “experts” so I’m turning to the real experts, all of you. I am wanting to add some numbers to the Never Allowed feature on my Family Allowances but want to make sure that text is blocked and not just phone calls. However, I just experimented with another cell phone I have that is not T-Mobile (adding that number to Never Allowed) and it works for phone but does not block text!!! So now I don’t know what to think. This is very odd given that a) it’s 2022 and we all text more than call, and b) the T-Mobile site itself says that Never Allowed numbers are blocked from calls AND messages! So, real experts, do you happen to know the answer on this one? :) Are Never Allowed calls supposed to be blocked via text also or only from phone calls? Thank you for any help you can provide!

12 hours ago

Split22First activity

asked in Accounts & Services

Refund

When I signed on in August 2022, T-Mobile said they would pay for the cost of our phones which we were paying ATT a monthly fee. How do I find out what the status is of this refund?

12 hours ago

MisterKSpeaker

posted in TV & Home Internet

5G Home Internet T-Mobile Gateway needs to be fixed. There are too many internet disconnections.

Let me start by saying I do like having wireless internet. The problem is I don’t think it is ready for primetime. Speed is great, price is great, but It loses its connection to the internet about once every two days. It’s sad. I have spoken with T-Mobile many times. They have updated my firmware and done other things (I have no idea what they change there), and they tell me that these changes will fix all the problems. Sure! I am getting close to asking them to replace my Gateway to see if that helps. Has anyone had a replacement and found that helped?

14 hours ago

ekeyautoRookie

posted in Accounts & Services

T-Mobile No Service

To whom it may concern:I’m writing to you in a last attempt to resolve several issues before terminating my service.I have been a T-Mobile customer for at least 8 years and have been very satisfied with your service until about a year ago. I have a small business and provide phones for my employees. Most of our phones were two years old, and the batteries were getting weak. We needed new phones but every time you had a promotion, it required adding new lines. I didn’t need any more lines. Finally in desperation I called to terminate the service and switch carriers. At this time, I was transferred to a young women in the Philippines who assured me that she could help. You were running a promo on the new Google phones for $300 off with a qualified trade in. The promo required at least an LG G6. One of the problems was I had 4 G6’s and 2 G5’s. After repeatedly questioning if the G5’s work, the young lady again assured me that they would. So I went ahead and signed up for the six n

14 hours ago

deerpark243First activity

asked in Accounts & Services

How much does it cost to connect a apple watch?

What is the cost to connect T-Mobile to my apple watch? And will it change plan?

14 hours ago

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