Both the app and the browser are still displaying last month’s info under detailed usage data over 10 days into a new billing cycle. Is there a timeline for T-Mobile to fix it? Normally it takes a day or two after a new billing cycle. Please help!
Best answer by HeavenM
View originalHey guess what! All the feedback we received here had a great impact and I just got confirmation that this is now resolved! I recommend logging out of your account and clearing history before you try again. I did on my account and it is loading like normal. YAY!! Thanks again for sharing your experiences. 😊
I contacted customer support on this issue and was gaslit by the agent. She tried telling me that the current cycle’s details have never been available; only completed cycles. I asked to speak to a supervisor and was told the same thing by the supervisor. The supervisor told me they would send me a download of my current usage details, but I never received that or heard back from the supervisor.
So a notice to whoever from TMobile monitors these chats: If there is an issue, please just tell me that and that you are working on fixing it. Don’t lie to me and hope I don’t remember the many times that i have accessed my call details in the past. This treatment, in addition to the terrible signal strength I’ve had lately (and especially after my CellSpot crapped out on me), has me thinking it may be time to take my business elsewhere.
Hearing that someone told you the details were never available took my breath away! Usage details have been available in the past, there is a known issue, and they will be back! I have been using the feedback that I see throughout the Community to speak up about this situation to our software teams and we are working together to find a solution. I know it is taking more time than expected and that is frustrating for many people. I hate to think that people are cancelling their relationship with us over it.
I am doing my best to advocate for a faster resolution and I appreciate your patience and kindness as we get this fixed. I’m closing this thread for future comments, but I am still keeping a close eye on the impact this is having and will continue to provide updates as I get them on this other thread: USAGE DETAILS NOT UPDATED | T-Mobile Community
I contacted customer support on this issue and was gaslit by the agent. She tried telling me that the current cycle’s details have never been available; only completed cycles. I asked to speak to a supervisor and was told the same thing by the supervisor. The supervisor told me they would send me a download of my current usage details, but I never received that or heard back from the supervisor.
So a notice to whoever from TMobile monitors these chats: If there is an issue, please just tell me that and that you are working on fixing it. Don’t lie to me and hope I don’t remember the many times that i have accessed my call details in the past. This treatment, in addition to the terrible signal strength I’ve had lately (and especially after my CellSpot crapped out on me), has me thinking it may be time to take my business elsewhere.
That’s ultra-concerning. There’s literally T-Mobile reps on these forums and on Twitter saying they’re working on fixing it. That’s disgusting that they’d say this feature was never available.
I contacted customer support on this issue and was gaslit by the agent. She tried telling me that the current cycle’s details have never been available; only completed cycles. I asked to speak to a supervisor and was told the same thing by the supervisor. The supervisor told me they would send me a download of my current usage details, but I never received that or heard back from the supervisor.
So a notice to whoever from TMobile monitors these chats: If there is an issue, please just tell me that and that you are working on fixing it. Don’t lie to me and hope I don’t remember the many times that i have accessed my call details in the past. This treatment, in addition to the terrible signal strength I’ve had lately (and especially after my CellSpot crapped out on me), has me thinking it may be time to take my business elsewhere.
Still waiting on a fix Tmobile
Correct! It’s frustrating. It’s an easy fix for them.
UPDATE:
I called to follow up on my ticket with the Tech Department. He said my ticket was still open as the engineering department is still trying to “fix the issue”. He said that it his is a known issue. Let’s see if they even fix it. He didn’t have an estimated time as to when it will be resolved.
In other words, day 28 of being told “they know. There’s no timeline for resolution.” 🙄
UPDATE:
I called to follow up on my ticket with the Tech Department. He said my ticket was still open as the engineering department is still trying to “fix the issue”. He said that it his is a known issue. Let’s see if they even fix it. He didn’t have an estimated time as to when it will be resolved.
Bump
Bump
Multiple people on this forum have now confirmed we will no longer have access to usage details until end of the billing cycle. Many of thee CS reps continue to lie. Hoping for a solution.
Also BBB is just antiquated Yelp. There are no consequences for TMobile for posting there.
True, but unfortunately I;m afraid it will do nothing. But doesn’t hurt to try
I don’t blame you. If they don’t fix this I’m going to another carrier as well.
Someone mentioned reporting them to the BBB. Sounds like a good idea.
I just did and I will be taking my service, 4 lines and $280 a month elsewhere
I don’t blame you. If they don’t fix this I’m going to another carrier as well.
Someone mentioned reporting them to the BBB. Sounds like a good idea.
I don’t blame you. If they don’t fix this I’m going to another carrier as well.
I see there are now 2 or 3 more discussion platforms about this issue and the ridiculous change they are making. It's just not worth the bill we are paying since we upgraded our phones in October, our bill WENT UP $280 MORE than the $119 we were paying before and that's with a military discount. After looking into other cell companies we decided on switching to Consumer Cellular. We can keep our #s, use our current phones and we have access to our usage details for A LOT LESS MONEY! So we're paying off the phones and switching!
Of course!
I called back T-Mobile and insisted on speaking with a member of the technical team. I was transfered to a rep with the techincal team who also checked her own account and saw the same issue. She escalted it to the engineering team and also informed them she could not longer see her real time call and text logs and her billing cycle ended on 1/27 and has not be updated since. She also said she has not heard of any plans to remove that option from us. She said she would have been notified of this as well. She said it will take approximately 48-72 for a call back after the engineering team looks at this. I will keep everyone here updated.
Please do and thank you!
I called back T-Mobile and insisted on speaking with a member of the technical team. I was transfered to a rep with the techincal team who also checked her own account and saw the same issue. She escalted it to the engineering team and also informed them she could not longer see her real time call and text logs and her billing cycle ended on 1/27 and has not be updated since. She also said she has not heard of any plans to remove that option from us. She said she would have been notified of this as well. She said it will take approximately 48-72 for a call back after the engineering team looks at this. I will keep everyone here updated.
I’m having the same issue - currently chatting with an agent - they offered me the ‘family allowances’ … trying to see what that’s all about. Not sure about what is going on, but I can’t believe no one from T-Mobile has updated anyone on this yet. This is truly discouraging when trying to keep kids and family safe.
Quick question. Are either of you the primary account holder? I'm not. And I was told, or they suggested that I login from the primary account holders t-mobile app on his phone or login using his password he uses and I would be able to access the usage as normal.
Nope! I am a primary holder. Still same and not updated after 1/27.Whenever I complain to them, they are going to contact tech dept and tell them that will fix it. But they don't seem willing to fix this problem.
I have even tried to contact the tech department but they never send me over
Quick question. Are either of you the primary account holder? I'm not. And I was told, or they suggested that I login from the primary account holders t-mobile app on his phone or login using his password he uses and I would be able to access the usage as normal.
I am a primary account holder and it’s still not updated for me.
Quick question. Are either of you the primary account holder? I'm not. And I was told, or they suggested that I login from the primary account holders t-mobile app on his phone or login using his password he uses and I would be able to access the usage as normal.
Nope! I am a primary holder. Still same and not updated after 1/27.Whenever I complain to them, they are going to contact tech dept and tell them that will fix it. But they don't seem willing to fix this problem.
Quick question. Are either of you the primary account holder? I'm not. And I was told, or they suggested that I login from the primary account holders t-mobile app on his phone or login using his password he uses and I would be able to access the usage as normal.
I honestly think they should either pay for the customer's data when they go over their limit since they can't track it, or give ALL their customers UNLIMITED DATA UNTIL THEY RESOLVE THIS ISSUE!!!!!
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