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  • 17,372 Replies

4220 Discussions

tmo_mike_c
Community Manager
tmo_mike_cCommunity Manager
published in Accounts & Services

Welcome Sprint Community!Blog

We’re excited to have you join the family. This is the spot for all things relating to community engagement and involvement. Get comfortable, relax, and take a look around... First things first Getting familiar with the site is gonna be huge so we’ve created a Get Started section. It has the basics for registering and setting up a profile. Head to the How to and guide for other more important articles on replying to messages and logging into the Community. We do have ground rules here so check out the Terms & Conditions for Community etiquette. Keep in mind, we need to keep it positive and family-friendly here. We want everyone to come here and contribute to the conversations. Helpful Content Our Sprint Migration Center is a great place to start for articles on common questions like billing and setting up a T-Mobile ID for your account access. Here are a few other links that’ll be helpful:  Billing impacts for migrated Sprint accounts   FAQs about unlocking your Sprint device 

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3 months ago
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ardi2150First activity
asked in Accounts & Services

Keep and Switch does not work!

Hi all,I switched to T-Mobile from ATT end of May. I was looking forward to the keep and switch rebate as I paid over $900 to unlock my phone. Every time I check it says “Sorry, you're not eligible for T-Mobile Carrier Freedom”I have seen similar posts on this community about the same issue. Is this a scam? did I fall for it?I called customer service multiple times and they say you have to wait 5 days, then another rep said wait another 3 days. Anybody had success with this?

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3 hours ago
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alexandro619First activity
asked in Accounts & Services

upgrade device after keep and switch

How long after keep and switch can I trade in my device for an upgrade?

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3 hours ago
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eunicek74First activity
asked in Accounts & Services

Try to get the 6 months bill copies from old account that was closed a year ago

I am trying to get the proof of my old calls and need my 6 months’ statement copies for my client’s lawsuit case. My account was closed on June 13, 2021 and needed the bills from Jan 2021 thru June 2021 as soon as possible to submit to my client’s attorney. I tried to go to the T-mobile store and called the headquarters 13 times but couldn’t find any record of my old account. Please help me get my old statements.

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6 hours ago
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DAVEHALL14
asked in Accounts & Services

T-Mobile Shows Hotspot Data Usage When it is Disabled in My Phone Settings

I just started with T-Mobile on the Magenta Max 55+ plan.  I activated my new phone using the plan 10 days ago.  I am noticing that my mobile hotspot data usage goes up a little bit each day and is now at 2.13 gigabytes.  But I have all "Mobile Hotspot & Tethering" settings disabled on my phone settings, and they have been disabled all along.  So, how am I using mobile hotspot data?  I looked at all the apps that have used mobile data on my phone, and "Mobile Hotspot & Tethering" is nowhere in the list, which is as it should be.  I am sending screenshots of the top 5 apps under mobile data usage; and showing that all my "Mobile Hotspot & Tethering" settings are disabled.  Furthermore, my TOTAL mobile data usage for the 10 days is only 5.6 gigabytes, so this “error” makes up almost half of my total data usage.  What happens if I use 100 GB of mobile data, will T-Mobile say I’ve used 50 GB of hotspot data? I was going to try the mobile hotspot feature today for the first time

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6 hours ago
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alamaseFirst activity
asked in Accounts & Services

Almost 2 decades with T-mobile, but switching to AT&T today thanks to horrible customer service.

Started with making a payment arrangement.  I set up a payment arrangement recently.  I was going to pay my outstanding balance today (9-29-22, payday).  Somehow the system gave me payment dates of the 25th and the 27th!  Called sunday, spoke to Jasmine.  After 45 minutes of her repeating the same thing about some button she can’t push and NOT transferring me to the supervisor, she says she set up an alert so that if my service is disconnected before i make my payment this afternoon, she will waive the reconnect fees and manually restore my service.  Well, of course at 6:30 this morning my service was disconnected.  Noone available to speak to before 7.  At 7, spoke to Dexter who read the notes and said that he saw what Jasmine said but he himself was unable to do it and it had to be Jasmine.  He said he would send a message to Jasmine.  I asked for a supervisor and was told they were all in a meeting.  3 hours later I haven’t heart anything so I called back.  Spoke to someone (didn’t

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11 hours ago
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uniquecornFirst activity
asked in Accounts & Services

There's no way to pay a bill online?

I cancelled my T-mobile service and they sent me a bill. I have no access to my past online bills now that I am not a customer. I received a notice to pay the bill in the mail. When I go to t-mobile.com/guestpay as the letter instructs and enter my account number, it says “We are unable to accept guest payments from the phone number provided at this time. To make a payment, please log in.” But when I try to log in, it asks me to link my phone number and once I enter it, it just stays on the same screen. When I called T-Mobile, they said I would have to go into a store to pay. Something seems broken...

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gramps28
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14 hours ago
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kuroFirst activity
asked in Accounts & Services

horrible customer service

I started with sprint 1998, I am now looking for another cell service, I lost a phone 2019, and still paying for it, I called like 5 times!  Also, why can I not go to a local office to take care of this issue?  I do not want to speak to aomeone in a different time zone!! I tell them I lost my phone yet it is still on my account!   So when I change service I know they will keep billing me!   

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15 hours ago
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stressedFirst activity
asked in Accounts & Services

Poor customer service

Why wouldn’t the customer service rep transfer my call to the bankruptcy department. She also would not even provide an address to send bankruptcy paperwork unless I verified all of my account information and asked why I needed the address. Why is that needed as the address should not be confidential. 

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15 hours ago
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Aruba1GirlFirst activity
asked in Accounts & Services

Debit refund card

I was sent an electronic debit card as a refund for purchasing my phone in October 2021.  I used a little bit of the money on the card, and never used it all.  I believe that there is about $500 still on the card or MORE, but I don’t know how to find it.  What do I do?  Please help.  I can’t afford to lose that money! Thank you.

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16 hours ago
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sdfrioFirst activity
asked in Accounts & Services

Tmobile eSIM + Brazilian physical SIM with iPhone 11Pro

A Tmobile offshore tech support rep helped me set up an eSIM recently, as my physical SIM seemed to be defective, and I’m currently in Brazil. She had told me not to run both the Tmobile eSIM and the Brazilian physical SIM at the same time and I don’t know why (her communication in English was a little rough). Here’s what I want to do, and from what I have in my settings it seems to working ok:Tmobile eSIM - to be able to receive SMS messages to my US-based Tmobile number (for phone calls I have them forwarding to a Skype number)Brazilian physical SIM - for celular data & phone calls (I have this reflected properly in settings, under “celular data” and “default voice line”).Note: I also have data roaming currently turned off for both SIMs.So, anything I need to be aware of that could be a problem? Maybe a little extra battery drain, I suppose?Previously I was constantly switching between SIMs because many of my US-based online account would send me 2 factor authentication by text m

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17 hours ago
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razrz3dgeFirst activity
asked in Accounts & Services

Bank account charged, no payment history or credit on tmobile account

Yesterday my bank account cleared a payment to T-Mobile that I did not make, and when contacting customer service, they have no history of that payment period, so I'm out the charge until I make a claim withmy bank to investigate a fraudulent charge, at this point I almost want to cancel my T-mobile service and look elsewhere, after being a tmobile customer since 2011, as of right now though,  they have no record of requesting the funds from my bank, and no payment has been credited from my account balance.

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17 hours ago
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ReeFirst activity
asked in Accounts & Services

AAA memebreship

I would like the instructions on signing up for the Free year AAA memebreship.Thanks!

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gramps28
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18 hours ago
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T RFirst activity
posted in Accounts & Services

Autopay shutoff for no reason...

Super pissed… auto pay shut off for no reason and now I am being charged an extra 10 bucks on the next month, because I had to manually pay it… what is this  T-mobile… super sketchy… remind me again why I don’t leave you right now?

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19 hours ago
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SrujanFirst activity
asked in Accounts & Services

Trade-in amount

I was told that I will get $800 trade-in amount for my old mobile and adjusted across 24months bills for the new phone.  So I gave my old phone and took the new phone.  But in the first month  bill t was not reflected (aprox $33.33 credit should applied).  When I asked they mentioned I need to wait for 2 bill cycles to adjust the trade-in amounts.  After 3rd bill also it is not reflected.  Now they are telling $800 trade-in amount was wrong and I will get only $200 trade-in amount.  If they say this I wouldn’t even took a new phone.  My old phone is in perfect condition and working nicely.  With this kind of false promise/offers they are giving me trouble and demanding the monthly extract amount ? Being a T-Mobile management request you to sort this issue and help me to get my $800 trade-in amount.

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20 hours ago
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ttnthegoalFirst activity
asked in Accounts & Services

why do i get charge for the 3rd line if it said 3rd line free

I’m on essential plan right now from the promotion activate 2 new lines, get 3rd line free back in Dec 2021 (not long ago). It stated clearly $30/line and I got charge $90 for 2 lines plus taxes and fees= $105. At first I didn’t notice it but now it seems like didn’t make sense. Isn’t it 2 lines supposed to be $60 plus tax and fees, so it would be around ~$70-$80/month not $105? TMobile, are you trying to “scam” us with this fake promotion? This 3rdline is not free AT ALL if you charged me and everyone else like that. I need an explain, Tmobile. Unlimited data? The data is not that strong either and slower

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syaoran
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1 day ago
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East1970First activity
asked in Accounts & Services

ringer

 my phone does not notify me when I get a text messagesMy phone does not notify me when I have an appointment on my calendar I phone 12

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tidbits
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1 day ago
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mevgheniFirst activity
published in Accounts & Services

Data speed throttled on iPad

I am on T-Mobile ONE plan with 3 lines.2 of those lines are in phones and get about 150 mbps in my location.3rd line was just put into an iPad Pro with Cellular but is only getting 0.5 mbps in the same location.That same sim card is getting 150 mbps when installed into one of the phones.Just to clarify, the iPad is NOT on a hotspot, it has a physical sim card installed directly into it.Is this throttling normal? Do I need to switch the iPad's line to some special "tablet" plan and if yes, how would I do it?

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gramps28
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1 day ago
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Gricon1First activity
asked in Accounts & Services

Billing Address

Hi, I’m trying to set My account up on my online banking portal. It is asking for the street address. Not just a postal box.  

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1 day ago
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microfireFirst activity
posted in Accounts & Services

Lost faith in the un-carrier

Okay here goes, not just another rant from a long term customer. I have never had issues like this before from T-mobile customer service, in fact the experience is normally very positive and issues where solved quick and easy. I have even gone to the level of getting many people in our small rural community to switch to their phone and home internet service. We only have 1 isp for this area and that is AT&T dsl service (10 Mb/s Down .5 Mb/s Up). As for cellphones it is once again AT&T or Verizon...It wasn’t until after the sprint merger that our little town seen new option 3….T-mobile. Very few people knew about it and even fewer knew about the home internet. I had been a contractor in south Mississippi for a few years and have been through every carrier and isp there is to try to test who had the best coverage and fastest network. Speed up time I became disabled and moved back to the Midwest to be closer to family. That said I have converted many people in the community to bot

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1 day ago
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SPLifeFirst activity
asked in Accounts & Services

Charged for "free" tablet

Why am I being charged for a “free” tablet that was part of a promotion, for me to switch to TMobile? Also, why is my receipt from Verizon, that I paid my phone off, denied for the $600 rebate? False promise much?

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1 day ago
shelldon
shelldonRookie
asked in Accounts & Services

Customer service "Groundhog Day" with unresolved problem

I’ve been trying to transfer an EIP (Equipment Installment Plan) from my mom’s account to mine.  Started the process by calling customer service on September 6th. Failed.Called again on October 25th, then on October 27th to re-initiate the process. Failed. Had to drag mom (aged 81) to a local store to verify her ID and get a new PIN number. Called November 7th and was assured the transfer would happen. Failed.Called again November 17th and was instructed to drag mom back to the store to reset the PIN. Did that. Called again on November 26th and was reassured -- for the fourth time -- I’d get an email and a follow-up phone call to complete the EIP transfer.  Got neither. For the fourth time.Any suggestions on what to do about this?  How do I reach a COMPETENT person?  Or maybe get T-Mobile to simply drop the EIP altogether and credit the balance due since they’ve effed this up so badly and wasted so much of my time, not to mention the aggravation they’ve caused?I appreciate any and all

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1 day ago
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ahinoaFirst activity
asked in Accounts & Services

2022 invoices

Hi! How could I download my 2022 invoices from Feb to Oct if I no longer have a T-Mobile phone number and can’t access my T-Mobile account?Thanks,Ahinoa

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1 day ago
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logeslovesvideosFirst activity
asked in Accounts & Services

Oops! Something went wrong Message

Hey! I am trying to order an Apple Watch and everytime I go to checkout, I get an error message that says “Oops! Something went wrong.” I tried different colors and still no success getting to the checkout page. Is this a glitch?

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1 day ago
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Smuffin34First activity
asked in Accounts & Services

3rd party purchases blocked?

I got a new Samsung phone from T-Mobile store, I can no longer use my T-mobile account on Play Store to make purchases.  The payment method has been disabled on Play Store, when I try to “enable” it again it says “due to my T-Mobile account settings I cannot enable this payment method” and to contact the primary account holder (ME!).  I’ve searched through my T-Mobile account settings for three days - I cannot find anywhere that these purchases are blocked.  I certainly did not block them.  I don’t know what else to try.

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1 day ago
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