Accounts & Coverage

Accounts, Plans, Business, and Entertainment

10594 Discussions

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jorsatFirst activity
asked in Accounts & Services

I'm getting two different trade-in values for my iPhone 7?

So I just pre-ordered the new iPhone XR and the current trade-in promotion is that you can get $390 in monthly bill credits if I trade in my iPhone 7. So I did.However, I just checked my trade-in shipping label info/receipt etc. from Assurant and it says "Accepted Offer Value: $121.00" !!!!This is NOT what I accepted, nowhere during the entire processed did I ACCEPT "$121.00".The current promo of $390 for iPhone 7 trade-in is what I accepted.Now, I don't know if I should ship out my old phone when new one arrives. This is outrageous.

8
M
1 year ago
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mindmeldFirst activity
asked in Accounts & Services

Voicemail Default

Anyone know how to change the voicemail greeting back to the standard default that just announces the number?

5
M
3 years ago
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magenta6537232First activity
asked in Accounts & Services

Can't use my "T-Mobile" app

When I open my T-Mobile app it says "Sorry we're not ready for you yet. We're working on improving your app experience." I've been apart of T-Mobile for a few weeks now and wondering why I can't use the app. I am apart of the prepaid plan. Please let me know!

11
sweetpeach
Pillar
1 year ago
C
cheatcode6524318First activity
asked in Network & Coverage

consistent dropped calls and network issues

I have an older One Plus One phone. I have started to have consistent dropped calls and network issues. Issues likePeople call and the phone does not ring, it goes to voicemailDropped calls to the point where I have to use the phone mostly at home standing on one leg with a wire antennaNetwork ghosting on me when I am sitting still in a parking lot, going from LTE prior to call to H during call and backCalls that never connect due to network issues, seems like calls should still connect on H and E networks but they just drop Any thoughts?

5
M
3 years ago
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magenta3796280Learner
asked in Accounts & Services

Legacy account balance wrong

I've got a legacy account for my emergency phone @ 10cents a minute.My balance is $44,my minutes available show 225.Do the math.

21
M
9 months ago
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galaxys7edge6500618First activity
published in Accounts & Services

Galaxy S7 Edge Device Unlock

I own a Galaxy S7 Edge device bought at full retail price from Samsung which is Tmobile locked. I have contacted Tmobile to have the device unlocked and received an email with unlock instructions which never worked. Upon contacting Tmobile again, I was asked to contact Samsung. When contacted Samsung they advised me to contact Tmobile. Back to square one. I contacted T-Mobile again and they sent me an email with unlock instructions. Those did not work again. I called T-Mobile again and the issue has been "escalated". I received a callback after 72 hours saying I would receive an unlock code within 24 hours. 72 hours passed and no unlock code yet. I contacted TMobile again and the issue has been "escalated" again. I was told i would receive a callback (not unlock code) in 24 hours. I am waiting for the callback. All this saga started around 20 days ago. I have been with Tmobile for 6 years now and have never been so frustrated with any service provider. How do I get a resolution for thi

99410
J
1 year ago
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magenta5412181First activity
asked in Accounts & Services

Robocall leaving voice messages

HiStarting today the same identical robocall number has called approximately every two hours during business hours and left a voice message everytime.  After the first few attempts I blocked the phone number so it stopped ringing my phone but it still continued to leave voice messages.  Is there a way to also stop this number from leaving about a 30s voice message each time it calls? In other words, can I also block it at the voice message level?This buildup of voice messages is taking up storage space and resources not only on my phone but probably the TMO infrastructure as well. Of course this is also an inconvenience to go in and regular delete messages from my voicemail box.Thank youLG G6 user

3
M
3 years ago
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magenta6486137First activity
asked in Accounts & Services

Unable to access prepaid account on t-mobile.com since Oct 12

Ever since Friday October 12, 2018, I've been able to complete the online login on t-mobile.com to access my prepaid accounts, it worked fine prior to that. On that day after I logged in I was greeted with a message saying my password was too old and it forced me to change the password which I did. After logging in successfully with the new password, as usual I get the "Select account" screen where I select prepaid number I want to manage as I have multiple prepaid numbers on this account, the link to that page is: https://my.t-mobile.com/choose-account.html After selecting a number I get the message: "We are currently having trouble with your request. Please wait a few minutes and try again."I get the same message if I select the other numbers as well. So it appears whatever changes they made to the site last week didn't account for prepaid accounts with multiple numbers associated with the login as I can't complete the login anymore. Can someone please forward this to the appropriate

32
J
1 year ago
magenta3613821
magenta3613821First activity
published in Accounts & Services

iPhone in a Blackhole after online purchase / What will T-Mobile Do?

What is going on with T-Mobile customer service and UPS shipping? Purchased new iPhone on T-mobile website on the 10th, paid for expedited/next day/UPS Next Day Air Saver. Got an e-mail that package was shipped and the tracking number from T-Mobile. Checked bank account and saw the money was taken out for the iPhone and delivery. Watched the iPhone which was marked as "Out for Delivery" on the UPS tracking site all day on the 11th. The UPS truck marked as having my package even made stops to deliver packages to neighbors. Never got the iPhone, started calls/chat with T-Mobile and UPS that night (both companies take the "it will be there, just wait until <insert random time> and if you don't have it, reach back out to us" stance). On the 12th UPS had it marked as "In Transit", T-Mobile called me that morning to say they spoke with UPS and it was being loaded on the truck for delivery as we spoke. Rep stated I would have it by 3PM according to what UPS told them. 3PM came and went,

5392
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1 year ago
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jboots21First activity
asked in Accounts & Services

Autopay failure, account manually paid, but still no service

This morning my Autopay failed and as a result, my service was temporarily suspended. If I tried to make a call, I received an automated message saying that I don't have enough balance in my prepaid account and it must be refilled. So I refilled the account. Multiple hours later and my service is still suspended. Any idea why this is happening? I can't call 611 to speak with anyone because I get the same automated message.

7
M
2 years ago
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maplemaleFirst activity
asked in Accounts & Services

Porting from The Number Barn

Has anyone done this? Ported from The Number Barn to T-Mobile?I have a Verizon number currently which I'd like to park with The Number Barn. In 6 months when I'm done traveling abroad, I'd like the number to be ported to T-Mobile. I've been warned (by The Number Barn) that once numbers go to The Number Barn, they become "wireline" numbers and "some carriers" will have restrictions or issues about porting these type of classified numbers.Called T-Mobile's porting team and asked the same question. They were VERY confused / not helpful.

4
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1 year ago
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fvaldez01First activity
published in Accounts & Services

Frustrated!!

OMG!! When are y'all gonna get it right!! Seriously thinking about taking my business elsewhere after being a customer for over 10 Years!Get it together!

958
6
10 months ago
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alejandroriveraFirst activity
asked in Accounts & Services

Liberar Movil para usar en otro pais

Good morning Friends of T-Mobile, kind regards from Honduras.a few days ago I bought a mobile phone through Amazon, the detail is that I did not make sure it was released and it turns out that it is blocked only for T-Mobile, I want to use my phone in Honduras in the Tigo network and I have not been able to release it , I would like to know if you can help me with an unlock code.Thank you.Sorry for mistakes, I only speak Spanish and I'm using Google Translator.first of all, Thanks.Buenos dias Amigos de T-Mobile, saludos cordiales desde Honduras.hace algunos dias Compré un telefono Movil por medio de Amazon, el detalle es que no me aseguré que estuviese liberado y resulta que esta bloqueado solo para T-Mobile, yo quiero usar mi telefono en Honduras en la red de Tigo y no he podido liberarlo, quisiera saber si me pueden ayudar con un codigo de desbloqueo.Gracias.disculpen errores cometidos, solo hablo español y estoy usando Google Traductor.de antemano Gracias.

3
F
11 months ago
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cderome3First activity
asked in Accounts & Services

Double Billed - Billed for one balance two times

I paid a balance online on October 1st, 2018 which was my due date. I was then charged for this same balance a second time on October 9th, 2018.  It is terribly inconvenient and unacceptable. Automated or not things like this should not happen. I am still waiting on a response from my message to support. I really hope this thing is ironed out soon.has anyone else had this trouble, know how to go about getting my money back ASAP.?

5
tmo_mike_c
Community Manager
2 years ago
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magenta6427348First activity
posted in Accounts & Services

CALL ME BACK !

YOU ALL HAD ME WAITING 3 TIMES FOR 3 HOURS TODAY.AND THEN HUNG UP.WHAT IS THE PROBLEM WITH CUSTOMER SERVICE WITH TMOBILE?

7
F
1 year ago
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sammylcFirst activity
published in Accounts & Services

Delayed billing, dropped calls... DISSAPOINTMENT!

I spent my afternoon(over an hr) after work with a customer service rep who had no idea how to come up with a reason as to why T-Mobile decided to “delay” my monthly device installments in September and charge them all at once in October. I guess I did t read the fine print on my contract where it says T-Mobile can charge whenever they want or they can not charge me and the charge for multiple installments the following month.... or whenever they like I’m sure. It’s pretty unfair that they get to undercharge and overcharge as they please. What if I didn’t feel like paying this month, I’d be left with no service. I’m just so over T-Mobile, for the past few months, my internet it slow, my calls drop, and now this... i have five devices on my account, it’s happening to all of us. I think it’s time to switch.

401
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3 years ago
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magenta6425613First activity
published in Accounts & Services

Data usage higher than it should be.

I’ve noticed the same thing.My data usage is absurd and it shouldn’t be.I think T-Mobile changed something and they’re showing that we’re using way more data than we are.Something isn‘t right &#128549

102812
J
6 months ago
R
rinsfHelper Level 1
asked in Accounts & Services

Tmobile App Does Not Work on My Pixel 2 - Any Fix?

When I start up the Tmobile app on my Pixel 2 I get a screen that says "Sorry, something is not quite right here."I have had this problem for some time, but right now I am on Android 9 (Pie) with the October 5, 2018 security patch, and version 7.3.1.6 of the app.I have tried uninstall/reinstall.  Also, based on what I saw on some other thread, I enable all permissions for the app.Is this a known problem?  Is there a fix?

14
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3 years ago
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saltlife97First activity
asked in Accounts & Services

How does upgrading work with Tmobile?

Let's say you finance a device that required a down payment. After 24 months you pay off the device and pay just for the service. Does upgrading to a new version of the phone require a new down payment or is it a free upgrade? Not talking about Jump! here, just normal TMobile One service and using the EIP to finance the device.

5
gramps28
Pillar
7 months ago
6
6lines4usFirst activity
asked in Accounts & Services

FamilyMode Drama

We are using Disney Circle on our home network, and it works well, so I was excited to finally see a similar product for our cell phones.  We are a family of 6 - 2 adults, 4 kids.  FamilyMode worked for a while on the kids' phones when first installed, but now the VPN is toggling on/off on all their devices and disrupting service.  One of my sons does not receive texts from me anymore.  Tried removing/reinstalling the app, no help.  I want an "EASY" button.  Does it exist?  Or do I need to go back and get an IT degree to figure this out myself?My serious question is:  Does T-Mobile have a comprehensive, step-by-step setup process for setting up this product on iPhones, so that it actually works?Signed, a very frustrated parent.

7
P
2 years ago
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magenta6390393First activity
asked in Accounts & Services

Cancel the account

I will leave America on October. Do I need to cancel my account after I leave ?

11
P
10 months ago
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magenta6383460First activity
published in Accounts & Services

Historical Bill Issues

I am unable to retrieve/view historical bills for 2018

291
L
2 years ago
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baevidyangFirst activity
asked in Accounts & Services

Switch from Prepaid Family Plan to pay as you go

I would like to opt out of my family plan and switch to pay as you go, in order to keep my phone number while I'm abroad for about 4 years. I'll be coming back to the USA 1 or 2 times a year so ideally I would still need a phone number. How can I do this?

2
S
2 years ago
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magenta6375728First activity
asked in Accounts & Services

Family mode home base

I have the familymode home base. It seems to be unable to register my son's Chromebook internet usage. He can watch YouTube for hours and it does not have any record of it.  I have a Linksys modem that is listed as being compatible with the home base

6
X
1 year ago
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meng_zhouFirst activity
posted in Network & Coverage

Can't make/receive calls after porting

My friends and me just ported from ATT to T-mobile on a family plan of 4 people. The thingis after porting, the lines for three worked fine except for one. This line has text and dataworking, but could not make or receive any calls. If I call this number, the call is immediatelydropped, with a message saying this person is not able to answer, not to the voicemail.From this line it is possible to call the 611 service number, though. Any help is appreciated. PS: the device is an iPhone 6.

9
P
1 year ago
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