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  • 19,767 Replies

5277 Discussions

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msokrent7First activity
asked in Accounts & Services

Forced to enter additional digits after dialing an international call

Recently we added the Unlimited Stateside International calling plan to all of our business lines. Then, starting last week whenever we make an international call we get a recording that says "to complete your call please dial XX" where XX is some random two digit number.  I looked this up and found on this page: Make an international call which says, "Things you should knowWhen calling some countries, you may hear an automated message prompting you to enter a random digit between 0 and 9 in order to complete the call. T-Mobile added this extra step to help prevent fraud, and it's only needed when calling certain international locations."Of course we were not advised of this when we added the Stateside International Calling feature and to make matters worse it's not just to "certain international locations"- its on EVERY international call. Over 90% of our international calls are to the UK and the UK is hardly a high fraud calling destinationThis is causing a lot of distress for our us

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2 months ago
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rtn60350First activity
asked in Accounts & Services

Can I add an Authorized User into my T-Mobile Acct online by myself?

Greetings to All,Just transferred my cell #s to T-Mobile today 02/21/2024.I have a question about how I can add an Authorized User to my T-Mobile Acct online.I found this post, which was posted 4 years ago. I’m not sure if it still applies today.Can anyone please show me detailed step-by-step instructions? Thank you! 

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2 months ago
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ArianFirst activity
asked in Accounts & Services

need a number that called me at 9am today can T-Mobile help me

I need to recover a number that call one of my lines at 9am today can u help me please 

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Community Manager
2 months ago
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Jbmnick2056First activity
posted in Accounts & Services

T-Mobile Rebate won't work

I have tried on both my phone and laptop and cannot get my rebate to pull up. I received my email saying "your reward is here" but the link that is included is broken and won't let me continue going forward.  Any ideas? 

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2 months ago
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Captain DestructoFirst activity
asked in Accounts & Services

T-Mobile 5G Home Internet Gateway slow ethernet but fast WiFi

I recently installed the grey 5G Home Internet gateway at home. When I first got it three weeks ago, I was seeing speeds of 150+ down, and 50 up on both WiFi and ethernet.Now I am seeing roughly the same speeds over WiFi, but ethernet speeds have dropped to 10-15 down, sometimes as low as 5. Upload is around 15-20. Has anyone else had this issue and found a solution? Or is the gateway defective? Both ports appear to have the same issue, and WiFi continues to work fine.

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2 months ago
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cdj525First activity
posted in Accounts & Services

return device lost

So this all started a couple months ago now.I went to a T-mobile store to buy a new iphone SE, and they didn’t have it in stock so the lady said she would order one for me. She gave me a price and I asked her what the price included and she said just tax. At that point I knew T-mobile was waiving the activation fee online, so I figured they were in stores too since she said just tax. I gave her my card and told her I was going to pay in full. She told me I had to sign something before I left so while she was putting in the order I went online and checked the price in the shopping cart and it was lower (like $50 less) so I confronted her. She then told me the price she gave me included service charges. I told her to cancel the order and that I would just order it online on my own. She at first told me she can’t, then when I asked her why not, she then said she could and that I can just go at that point. I got my in car and ordered the phone online right away. BUT I got 2 order confirmat

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2 months ago
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JanajFirst activity
posted in Accounts & Services

executive response contact info

How to escalate a complaint to the executive response team. What is the number or email address to escalate a complaint? 

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2 months ago
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DarkRavenNovice
asked in Accounts & Services

Sprint customers are being punished

Sprint Customer over 20 years. I was told if I sign up for Auto pay, I could get $5.00 off my plan, now I have to call it in every month to get my $5.00 discount and today I was told, they won’t give me a $5.00 discount anymore for having auto pay and I have to now change my plan which costs much more. What did I do to deserve this when I have been a loyal customer and veteran for over 20 years? It seems people that migrated over from Sprint are not getting the discounts and loyalty from T-Mobile.

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2 months ago
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AlisaHFirst activity
asked in Accounts & Services

Can't link phone number to t-mobile ID

When i try to login in my account it always ask me to link my phone number, i try to do it but each time i got code, enter it and got message “Make sure your 10 digit T-Mobile phone number is correct.”I tried to do it from different devices, tried to clear cookies and my other thing, because of it i even cant get acces to my account

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2 months ago
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Italian3104First activity
asked in Accounts & Services

text messages hidden or coded?

my girlfriend and i have a joint account. she and i both have access to all of the account info. (data usage, messaging, calls).  when i look at my messaging info (texting) i text a few different individuales and the nill shows the phone numbers. when i look at my girlfriends messaging usage, there is only my number plus some short code texts. she gets a lot more texts than i but it doesnt show on the bill. is there another way to receive or send texts? she just recently moved over from verizon (if that helps?). Oh, she has an iphone and i have an android. Thanks for looking.       

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2 months ago
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chandranandipati7First activity
asked in Accounts & Services

SAY NO TO T MOBILE

Hello Everyone,                We have an account with 4 lines with t mobile under simple choice North America plan for almost 5 years. Let me share the three experiences with you with t mobile and please suggest me what I can do in this scenarios.                 Scenario: 1:                                The primary account holder (let say X) for my account want to move from the line. We made a call to customer care and requested them can you make another person on the account (let say Y) and the primary account holder and give all the responsibilities to him. Then the customer care made all the changes and they mentioned you are good and there will be nothing linked to X for any case.After calling 5 times and wasting time for almost 4-6 hours we got the above conversation and result.                Scenario: 2:                                Now after we changed the primary account holder of account to Y. After one month we want to add the line on my account. I think we went to sto

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2 months ago
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sunnycellFirst activity
asked in Accounts & Services

digits - lost ability to save as phonenumber

 Digits app lost a feature --  Correctly named filename on phone-number Issue:   Regression test fail!    We have to keep renaming the files to the phone-number and date-timestamp.   Please fix the filename for “download voicemail”  previous:  file name would be 2025551212_<<TIMESTAMP_DATE».mp3  current: Wed May 04 2022 21_45_16 GMT-0400 (Eastern Daylight Time).mp3

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2 months ago
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LorenHowellFirst activity
asked in Accounts & Services

T-Mobile email account

This is a public service announcement regarding T-Mobile’s 5G home internet service.We have just set up our new 5G service, and it works much better than our old wired service from our previous internet service provider. That is not the issue. The issue is that we plan to cancel that previous account, which means we will no longer have email service through them. So we need new email addresses.After 20 minutes on hold and speaking with people with heavy foreign accents who did not seem to understand what I was asking for, I finally got a straight answer:T-MOBILE DOES NOT PROVIDE CUSTOMERS WITH E-MAIL ACCOUNTS (EXAMPLE: yourname@tmobile.net)If you switch to T-Mobile 5G home internet service and cancel your old ISP, you will need to make some other email account into your primary email account.Hopefully this message will save some people a lot of frustration while trying to get full ISP service, and sitting on hold just to speak to someone with a barely-understandable accent who will try

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2 months ago
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sweetwillydFirst activity
asked in Accounts & Services

what's up with T-mobile removing autopay discount for credit cards?

I just literally signed up for a new plan - debit cards have fees for providers too - accessing my bank account isn’t a good approach from a security perspective (noting that T-mobile has been hacked - i wouldn’t have shared this directly with T-mobile customer service but there is not email or chat and I don’t have time for phone calls  Action Needed: Update your payment method to receive your AutoPay discounts ACTION NEEDED by 07/17/2023. We’re making changes to the payment methods that qualify for AutoPay discounts. To continue receiving the $25.00 AutoPay discount, you must update your payment method to a debit card or a bank account. Visit your T-Mobile account to update your payment method and keep your discount by 07/17/2023.

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2 months ago
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Josh37CFirst activity
posted in Accounts & Services

I hate that customer service is being outsourced to different countries

I’m not racist. I’m not looking down on anyone. It’s just hard to speak to customer service reps from out of the US. They are limited on what they can do. Half of the time what they say doesn’t end up happening how they explain. They say one thing and it’s wrong. I had someone give me a whole plan and saying he’d make a request to help us upgrades phones. Nothing he said was right or true. He was a manager! I spoke to someone in the US and they explained it all to me perfectly. I wasn’t happy with the results but it made sense, it was accurate information. I understood the details and how Tmobile worked. When I had another issue, a rep again from out the US made promises. Nothing happened how they said it would. I called customer service again and I got someone in the states, and again they fixed everything within mins. I hate this customer service. 

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2 months ago
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jackjack08First activity
asked in Accounts & Services

Switch and Save - Debit Card

Recently switched from Verizon to Tmobile. 5 total lines. We are waiting for the validation side of the Keep and Switch program. My question is - will the virtual pre-paid card only be used to pay back Verizon? or can I use it anywhere? so for example - Verizon charges me for the devices, they take the funds out of my account, I use the pre-paid Mastercards anywhere I like. Or do I have to use the prepaid card and contact Verizon to pay?

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gramps28
Pillar
2 months ago
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Tbone726First activity
asked in Accounts & Services

T-Mobile Tuesday

To whom it may concernWhy does it say my number is not eligible for T-Mobile Tuesday. I used it many times before

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2 months ago
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MG CondoFirst activity
asked in Accounts & Services

5G inet plan switched without my authorization

I went into my local T Mobile store to exchange a defective 5G gateway that I only had for a few months, I was on the $30 a month 5g plan.  They said they would have to cancel the existing number of the old gateway and assign me a new number for the new gateway. I was told to call 611 to cancel the number.. All is fine until I had to call tech support for login issues with the new gateway and they said they could cancel the 1st number.  He tells me to log into my account to see what was done and I see that they CHARGED me $40 a month for the new line.   NEVER WAS i TOLD AT THE STORE THAT THEY WOULD CHANGE MY $30 A MONTH PLAN TO $40.  I NEVER AUTHORIZED THEM TO CHANGE MY PLAN.

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2 months ago
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vmBrooklynNovice
asked in Accounts & Services

How do I cancel this add-on: Simple Choice UnlimitedData and 5GB SMHS BIS

I want to cancel my extra data, Simple Choice UnlimitedData and 5GB SMHS BIS. How do I do that? Also I think it’s outrageous that it is not easy to do.

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tidbits
Pillar
2 months ago
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bikewreckLearner
posted in Accounts & Services

Quit T-Mobile after 20+years. Then things got worse.

After 20 (mostly happy) years with T-Mobile I finally had enough of their BS over the past 3 years and I dumped them. Why? Here’s a short list:Claimed my trade was lost Claimed my trade was damaged (refused to provide pictures although I had video of me trading a pristine phone at the store) ”accidentally” changed my plan when I added a watch ”accidentally” didn’t apply the promo on another trade never Fixed above problem necessitating me to call service every month for 2 years to get the monthly credit applied Discontinued service with the 3g switch breaking my car, watch, and 2 phones ruined my coverage in my rural area and the last straw: breached my contract with the autopay method of payment scam doubling the monthly cost for my additional linesSo I quit. Ported my phones out and paid my final bill.  Then the problems started… (well I guess they never ended) T-Mobile claimed I kept their equipment. The item in question - a 10 year old WiFi router which never worked so it ended up

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2 months ago
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kristitomlinsonFirst activity
asked in Accounts & Services

Jump 2.0 and Apple TV+ 6 month offer

Do you have to cancel Jump 2.0 to get the 6 months of Apple TV+ for free? I went to try to redeem the Apple TV+ offer and it wants to make me give up Jump 2.0. Why is this? The phone is paid off already but I may want to use that program in the future. Can anyone explain this?

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2 months ago
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dwclarkNUFirst activity
asked in Accounts & Services

Unable to receive SMS from loosing carrier

Ported two numbers over from Verizon to T-Mobile 2 months ago. One works fine, the other can’t receive SMS/MMS messages from Verizon customers. Can receive SMS/MMS from TMobile and ATT customers just fine.Talked to Verizon porting department and they said it wasn’t fully ported and to talk to TMobile porting department. Of course TMobile says it’s fine on their end.I’ve tried chatting, texting, social media, calling the general support line, the porting support line, the activation support line. NO ONE is helpful. They don’t even listen to your problem and just start with their canned “reboot your phone” BS.Another user had the exact same issue:  

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syaoran
Pillar
2 months ago
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Zetsu2012First activity
asked in Accounts & Services

JOD 50 percent

Is there any way I can make an extra payment to 50 percent or more and then upgrade? I don't want to pay the whole lease amount to upgrade. Like... the remaining balance of a 189 lease is 126. An estimate amount to 50 percent or more is about 33 dollars.

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2 months ago
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gerwin1101First activity
asked in Accounts & Services

Legacy Pay As You Go

I had the Gold plan for many years. How does the replacement “Legacy Pay As You Go” work now?

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2 months ago
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lcc81Novice
posted in Accounts & Services

Horrible Customer Service Experience

Been with T-Mobile for 19 years, never a late payment and outside of calling to upgrade phones or do so in a store a couple times, never call for help with anything.  I recently got an upgrade to an Iphone 15 Pro Max and while doing so over the phone I asked the rep if the $225 bill credit would be applied to my device directly and she assured me that it would be.  Fast forward to when I get the phone and my trade in is received, it shows up as a bill credit on my balance - not my device.I figure no problem I call customer service and ask for help they assure me that it will be handled and apologize for the trouble.  I wait and notice it doesn’t get updated and eventually I’m calling once per week to ask for status even when I’m being assured that it’s going to be handled and applied to my device as they said it would.  Finally today, I called again for help because I noticed it still wasn’t applied.I got a rep named Zaria (ID Number 9992511365) based in the Albuquerque branch of T-Mob

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2 months ago
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