Accounts & Coverage

Accounts, Plans, Business, and Entertainment

9340 Discussions

M
magenta7795841First activity
published in Accounts & Services

Carrier Freedom

Mike, I was told to call 18883906867 in regards to the Carrier Freedom and a representative would help me.  I called the number and none o the choices allowed me to talk to a live representative.  What do I do?  According to the message, my info is being processed and it could take upto 8 weeks. Thanks in advance, Rob

1461
tmo_mike_c
Community Manager
3 years ago
O
olalondeFirst activity
asked in Accounts & Services

Unlocking phone as an ex-customer

Hi,Back in 2016, I bought a LG Stylo 2 Plus in a San Francisco T-mobile store and had a prepaid account for about two years year. I spent hundreds of dollars with t-mobile and fully paid for the phone. The account is not currently active as I moved to China a year ago and transferred the phone number to Google Voice. I recently broke my other phone so I wanted to use my old LG phone but just found out I can't because it is locked. I was with T-mobile customer support for over an hour trying to get them to unlock my phone but apparently the only way is to do a ~3000$ (two way flight, SF hotel) trip to USA, go to a t-mobile store, create a new account and deposit 100$ in prepaid credits I won't use. I ended up trying one of those website that offer unlock code and wasted 5$ on a code which I have no way to input into the phone.Is this for real? Is there really no other way to unlock my phone?Thanks,Oli

8
tmo_chris
Employee
3 years ago
S
sebastianishereFirst activity
published in Accounts & Services

Thinking about signing up for T-Mobile & have questions.

Hello happy Sunday evening to everyone.I’m think about joining the T-Mobile family here, as judging bu youtube videos, stats, and etc this is the place to be.One of my main questions is?- I don‘t have any credit at all. What should I expect? I’m looking to pick up a iPhone & a iPad both are required for Pilot School i’m attending this summer.- How would the coverage be in my area?- What’s the perks?I will be replying to everyone.Thanks,Sebastian

213
tmo_amanda
Employee
3 years ago
P
passionfruit37First activity
asked in Accounts & Services

Touch Screen Failure

Is it me or has the touch screen become more hared to be useful when you need to use you phone. For example you go to answer your phone and then boom you can't swipe your screen because your touch screen has had a glitch. If there is anybody with answers to fix this annoying problem please respond.

5
theartiszan
Pillar
3 years ago
M
magenta7796675First activity
published in Accounts & Services

Not able to use service

Hi Team,I'm not able use my service, even after recharge yesterday morning. My account status on website shows as suspended. Per associate once I refill it will be activated again after 2 hours, but its almost 48 hours and not able to use service. Pls help.

171
snn555
Pillar
3 years ago
M
magenta7754671First activity
asked in Network & Coverage

Issue withToggling Mobile Data After Switching to T-Mobile

I was on ATT originally(phone was ATT specific as well) but had phone unlocked before switching to T-Mobile. I've seen a consistent issue when it comes to turning Mobile Data on and off via the settings on my Galaxy S 7. If I were to turn off mobile data at one point; then turn it back on at another point; then restart the phone later on, my mobile data will not work. The 4G sign may appear but I won't actually have any data. The settings option will show that my mobile data is enabled.I'm able to fix this issue by leaving the Mobile Data option turned off and then restarting the phone and then toggling that option to be back on. Is there a way to prevent this issue in the first place if at one point I want to turn off Mobile Data? This issue is probably related to me originally having ATT.

3
snn555
Pillar
3 years ago
M
magenta4710320First activity
asked in Accounts & Services

Can I change my T-Mobile ID?

I don't want to change my profile or any details of my profile.  But when I signed up for T-Mobile ID I got this generic ID name for my account.  I would like to change it so that it reflects my name somewhat.  Is this possible?

1
snn555
Pillar
3 years ago
T
temperlancerFirst activity
asked in Accounts & Services

Can't make phone calls

I own a vivo nex S. Everything worked perfectly till today when calls were skipped. I couldn't receive/make any calls. Texts are working fine. Data is working fine. Just calls. Very sparsely I can make a call out(like 1/10). I notice that when I can't make a call, my phone would just hang there and saying "dialing" and after several seconds it would say "call ended" and just hang up. I've already tried the following:Restart my phoneReinsert my simI prefer not to hard reset my phone. Is there any solution to this problem? Any help is appreciated.Edit: When I try to switch my network type from 4G to 3G, the phone completely loses its cell network access. I think that's where the problem is.

7
tmo_mike_c
Community Manager
3 years ago
M
magenta5413486First activity
asked in Accounts & Services

unlock my iphone

i bought this iphone 7 in the USA, now im in Brazil trying to use my chip from here and its not workingi did everything that tmobile told me to unlock it but its not working

4
E
3 years ago
M
magenta7770451First activity
asked in Accounts & Services

Grayed out T-Mobile App

I have a prepaid account with 10GB per month of 4G data. I purchased my S8 from Samsung with you as the carrier. The sim card came with the phone but I had to call the help desk to get it activated. I've had this phone for almost a year and the T-Mobile app has never worked! I can log in just fine but everything is grayed out. I have tried everything from wiping the cache partition, to doing a factory reset, with no resolution. Do I perhaps need to go into a T-Mobile store to get a sim card upgrade because nothing else has worked? Yes, I can access the mobile site just fine.

1
snn555
Pillar
3 years ago
M
magenta1920786First activity
asked in Accounts & Services

USPS lost my trade-in phone

A little over a month ago, I brought my trade-in LG V10 to my local USPS after receiving my new S8. I assumed that would be it, and T-Mobile would receive my phone within a few days. I had sent it in about 5 days before it was due so I also assumed there would be minimal, if no issues. As of now, over a month later, USPS has absolutely no idea where the package is. I sent the phone back in the same T-Mobile box that the S8 was sent to me in. I put the package labels on accordingly and put the receipt in the box, as instructed by the trade-in instructions. My father, who is the account holder, is now still getting charged the extra $25 every month for a phone that is no longer in our possession, and somehow not even in USPS's possession. As someone who is in college and will need my parent's help financially come August, this extra $25 every month adds up quickly. I've already filed a missing mail report with USPS and I've spoken to numerous T-Mobile representatives about this issue. No

8
B
3 years ago
M
magenta7768264First activity
asked in Accounts & Services

Can I forward SMS to another phone or e-mail if I have a prepaid plan

Any idea on how to set this?

3
snn555
Pillar
3 years ago
M
magenta5631642First activity
asked in Accounts & Services

Promotional Debit Mastercard

Trying to find balance on tmobile debit mastercard promotional offer

7
tmo_mike_c
Community Manager
3 years ago
M
magenta7764960First activity
asked in Accounts & Services

Bring your own devices lost phone filing insurance?

SO I accidentally lost my iPhone and it was unlocked non carrier if I filed insurance would Assuran send me the same one or one that is now locked to t-mobile? I am hoping one that is not locked to t-mobile as it was bring your own devices.

3
snn555
Pillar
3 years ago
M
magenta7760622First activity
published in Accounts & Services

Richmond Expert Support Team

I just spoke to Lisa (support expert) and Brian (Tech Expert) from the Richmond VA customer support center and they were both outstanding. Best customer service I have ever experienced.  Fast, knowledgeable and really FRIENDLY.  Made my day, made me smile, and put me in a great mood. Thank you!  Great Work!

301
snn555
Pillar
3 years ago
T
tiz3314First activity
asked in Network & Coverage

LTE outage in Phoenix, AZ 85044

Is there a known outage going on in Phoenix, AZ? None of my phones or tablets can connect to LTE and this issue started about 3 hours ago. I can turn off LTE and get a slow trickle of a connection over 3G/4G but as soon as I turn my LTE back on I get “no internet connection please activate mobile data or connect to WiFi“

2
tmo_amanda
Employee
3 years ago
A
akishaFirst activity
asked in Accounts & Services

Mods: Please delete TMobile Support Account.

Good Day Moderators, Can you please delete my account. No longer needed. Thank you. @tmo_amanda​

1
tmo_amanda
Employee
3 years ago
M
magenta3055851First activity
asked in Accounts & Services

change sim card size

I have an old flip phone, with a legacy prepaid plan, I am using another phone with GSM it has dual sim, I like to use Tmobile sim with this phone, but the size of the sim doesn't fit, do I get a nano, sim with, same plan and number.

1
snn555
Pillar
3 years ago
N
nittanyFirst activity
asked in Accounts & Services

3rd line discount

I just made the switch today from AT&T to T-mobile and had a quick question about my bill.  I brought 2 unlocked phones over and purchased an iphone 7 (full price) for the free 3rd line.  I signed up for Tmobile one and was told it would be $120 month (3 lines, 3rd line free, auto pay enabled and paperless billing enabled).  When I view my account online, I notice a month charge of $25 for the new 3rd line.  I just wanted to confirm this will be credited back after a couple billing cycles.

2
tmo_mike_c
Community Manager
3 years ago
C
cmo1275First activity
asked in Accounts & Services

How can I update outbound caller ID on additional lines on my account?

I am looking to update the name on outbound caller ID for my additional lines on my account.  Currently all 4 lines display 1 name.  Is this something i can update online or do i need to contact T-Mobile?

2
tmo_mike_c
Community Manager
3 years ago
R
rzgtrkFirst activity
asked in Accounts & Services

Intl' calls surcharched!!!!!!!!!!!

I have the 15$ Stateside features, and i'm calling always to international numbers, some of them, connects immediately, and start charging me, and broadcast me a voice message: If you want to continue this call, press 37 (random digits), after pressing the 2 digits it starts ringing, all this procedure while charging me, and this makes me extra charges on international calls, how to deactivate this? Or to make this message free of charge at least..

5
tmo_amanda
Employee
3 years ago
C
crunchytacoFirst activity
asked in Accounts & Services

4 separate charges on account

I was wondering why my account was still charged four times even though T-Mobile told me the charges were invalid? I want my money back or the money onto my T-Mobile prepaid account. Who do I need to talk to??

5
tmo_mike_c
Community Manager
3 years ago
M
magenta2978135First activity
published in Accounts & Services

trying to sus[end a phone line for a few days

how to suspend a line temporarily

901
snn555
Pillar
3 years ago
A
abraham.k.vFirst activity
asked in Accounts & Services

Accounts

I need my billing details for every month

1
snn555
Pillar
3 years ago
M
magenta7733424First activity
asked in Accounts & Services

What can I do if my credit card got charged even though it said "payment is canceled" on T-mobile's web page?

Hi,Last week I tried to a payment to refill my account. I tried twice with my card, and it popped up and said: "your payment is canceled and your credit card won't be charged." Then I tried another card and successfully made my payment. A few days later, I found that my first card got charged twice by T-mobile and it could not be found on my account's activity page. I called to customer care about it, and they said they could not do anything even if I had the payment IDs because the activity is not shown on my account. What can I do to get a refund for this?

1
snn555
Pillar
3 years ago
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