Solved

Can't download bill anymore!


Hello.

Disgruntled customer here...

Since the website redesign I can no longer download my bill.  When I click the (erroneously labeled) download button, it opens a new tab with some stupid "streaming bill" garbage and I have no way to Save the freaking PDF file.  WTF is up with this??

To add insult to injury here, every time I click the 'contact us' or support buttons it throws me to the company dashboard page.

Completely useless...  So, now I'm here.  Maybe someone can fix?

-Peter.

icon

Best answer by magentatechie 12 June 2019, 23:39

Thank you for all of the information! Sadly, this is where I really do need to recommend that you reach out to care.  They will be able to log in to your account on your behalf and see if the problem replicates itself when they try to load the bill.  They will also be able to submit a ticket to engineering and send out a copy of the paper bill if you'd like.  I'm really sorry that I couldn't be more help but I do wish you luck!

View original

10 replies

Userlevel 4
Badge +9

Hey there!  I'm sorry the website is giving you such a headache! Do you mind if I ask what browser you're using? Are you on a computer or on your phone?

Hello magentatechie,

I tried via Safari 12 and Firefox 67.   The bill is viewable, but it seems there is no way to download what is obviously a PDF.  Even the browser 'Open in PDF reader' functionality is broken by the site changes.

Thanks.

FYI... I should indicate that I have found a workaround this morning when I was messing around with my browsers, but it is very inconvenient.  If I disable my external PDF reader from supporting Firefox by disabling the FF add-on, I then can use the FF internal PDF rendering viewer and the Save button works there.  I am on a Mac.

The Contact Us functionality is however is still not working on either browser for business customers.

If you visit the Contact Us page Community-2153 and use either the "Message Us" or "Visit My T-Mobile"

BTW... I do want to apologize for being terse in my original post.  It was a long day, but I don't want to take my frustration out on others.

Cheers.

Userlevel 4
Badge +9

No worries, my friend- I'm up to my elbows in tech every day and I still find the need to tear my hair out on occasion!

I checked known issues with the billing system and there appears to be a bug going on right now that's preventing Usage details from populating, but this shouldn't interfere with the ability to download the bill. 

And please forgive me, I'm an old fashioned regular customer, and I'm not familiar with differences between the sites for business customers.  When you go to your billing screen, do you have the big "Download PDF" button? And if so, does pressing it bring up the Summary or Detailed option? (see below)

Hello magentatechie,

The loss of hair comes with the territory... lol.  I'm in DevOps and a software developer myself.

The button is there and I can view the bill with the detail... The problem is saving the PDF file.

Before under my.t-mobile it would just download a PDF file.

I need the PDF so that I can send it to our accounting department...  When I try to use the browser print function, the edges of the bill get chopped off likely because the bill is larger than my printer's margins.

Thanks. -Peter.

Userlevel 4
Badge +9

I gotcha- so in the browser that populates your bill, what is the path?  Did it download a PDF to your hard drive and would you be able to access that folder and force your PDF viewer (instead of a browser) to open it?

Hello magentatechie,

That is the trouble... It doesn't download a file at all.  It is loading the PDF inside an iframe on the webpage and is using some URL obfuscation technique for loading the PDF.  When I ask the PDF viewer to save the file, it isn't able to save a file.

Thanks!  -Peter.

Userlevel 4
Badge +9

Thank you for all of the information! Sadly, this is where I really do need to recommend that you reach out to care.  They will be able to log in to your account on your behalf and see if the problem replicates itself when they try to load the bill.  They will also be able to submit a ticket to engineering and send out a copy of the paper bill if you'd like.  I'm really sorry that I couldn't be more help but I do wish you luck!

Good morning magentatechie,

Thank you for trying to help... It is appreciated.

-Cheers!

For sure! The first thing I should be able to do is print my bill or save the pdf. I shouldn’t have to figure this out.  It should be right there!

Reply