Accounts & Services

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  • 17,073 Replies

4380 Discussions

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magenta10611541First activity
asked in Accounts & Services

Simply prepaid plan suspend. (keep the phone number)

Hi,I'm using an unlimited prepaid plan ($50/m) with my friend. $80 for 2 lines.My friend is going out of the US for several months, so he should suspend the line keeping the number so that he could use his number again when he comes back.So my question is,1. how could I exclude my friends' line for several months?2. how could he suspend the prepaid plan without losing his current number?(I found somewhere I could switch to "Pay as you go", but I cannot find the way to switch to this plan on the website...)I would really appreciate it if you elaborate on the way to do those things....Thank you in advance.

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tmo_mike_c
Community Manager
2 years ago
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purple4711First activity
asked in Accounts & Services

Number Transfer to another carrier

Hello!Let me start by saying, because I know somebody is going to suggest this, I have been trying to reach customer service reps all weekend, I would call and be on hold for 2-3 hours before I went to bed or to work depending on what time it was. I tried sending messages, but for some reason the only options available on mytmobile are calling and that would start the whole cycle again.So let me describe the actual problem: I am switching carriers from T-Mobile to AT&T. The AT&T rep started the number transfer, however for some reason it wouldn't work, something with the pin not working on the ports. She called T-mobile and was on hold from, I kid you not, 4pm-9pm when she decided to go home. After calling AT&T customer service to see if THEY could help, I was told that the T-Mobile center was shut down and that's why I was on hold for so long. It has been 5 days now. My AT&T phone has internet, but I can't call or text because my number transfer isn't being put through

4
tmo_ian
Community Manager
2 years ago
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cxgardeFirst activity
published in Accounts & Services

Switching

Hello,I wanted to share my experience switching to T-Mobile after being a customer with Verizon for 15 years. I had the itch to depart from Verizon and it's massive bill I paid monthly to them for a single line of service. Like many, money is tight and I wanted to make a change. I did my research and decided to pick TMobile because the coverage has massively improved over the years. Things seemed to be in a positive light for me. I called and spoke to a rep who explained the process and how easy it would be to port my number and get the credit to pay off Verizon and cut the ties for good. They were wrong. I was told I would receive credits for device reimbursement in two ways. Sending in my device (Samsung note 9) would grant one half of the credit via a MasterCard for what the phone is worth ~ 170$. The next credit I would receive the same way via MasterCard for the rest of what I owed on my Verizon device. All that was left was a final monthly payment for my service to Verizon. This

9225
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7 months ago
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lorddocvaderFirst activity
asked in Accounts & Services

Caller ID failure when traveling internationally

I live in Thailand though continue to retain a US cell phone number. Starting last October, my caller ID stopped working. For years, the phone appropriately displayed the cell phone number that was calling me (a US number calling my US number while I was in Asia). In October, this all stopped, and whenever I received a call from the USA, the number "0600036010" would display. Calling that number back resulted in the Thai cell service stating that the number doesn't exist. An internet search of the cell phone number 0600036010 reveals that it belongs to Microsoft spam service. Obviously, this is annoying, as I have no idea who is trying to call me. Multiple phone calls to T Mobile service resulted in puzzled responses (ie, "we don't know"). Last week, for some reason, the caller ID started acting appropriately, showing the US numbers that were calling me. But this only persisted for one day. Inquiries to the two main Thai cellular providers (AIS, D TAC), resulted in the same "it's not u

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2 years ago
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magenta10611143First activity
asked in Accounts & Services

Text message full detailed report

Is there a way that i can see the full conversation between one of my lines and another? As in what is actually been sent and received for every text?

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2 years ago
tmo_mike_c
Community Manager
tmo_mike_cCommunity Manager
published in Accounts & Services

Official T-Mobile Connect Prepaid Discussion

To take advantage of this offer, please check out our Sign up for T-Mobile Connect Prepaid service page. Still have a question? Need clarification or want to give feedback? Drop us a message and we'll help you. For specific account help, please Contact Care.

329241
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5 months ago
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kevin96246First activity
asked in Accounts & Services

How do I suspend my plan while keeping my number?

Hi. I will be leaving the US for around 6 months, and during that time I would like to suspend my phone plan. Currently, my phone plan is prepaid ($40 Simply Prepaid 10GB LTE – Unlimited Talk, Text, Data). I know that I can suspend my account twice a year for a maximum period of 90 days for each suspension and that I will be charged $10 per billing cycle. I still have questions though.1. what does it mean "billing period"? Is it $10 per month? Or does that mean $10 per suspension period (so around $3.33/moth)?2. how do I actually suspend it? The instruction on the website says,Go to My T-Mobile and log in to your account.Click PHONE.Click either Report lost or stolen or Temporary suspension, depending on the type of suspension you need.Follow the on-screen steps to suspend or restore your line.However, when I clicked the My T-Mobile​link, I couldn't see PHONE.Here is why I see:and when I clicked "Edit plan," I see this:The instruction is a bit confusing. Not sure if it has anything to

2
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9 months ago
tmo_ian
Community Manager
tmo_ianCommunity Manager
published in Accounts & Services

Questions on COVID-19?

Do you have any questions that aren't covered our Newsroom post or Frequently Asked Questions​? Want to let us know how you think we're doing? Drop a comment below!

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2 years ago
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korubiiFirst activity
asked in Accounts & Services

How do I reset my Account PIN on Prepaid?

I was waiting for the prepaid customer service for over 2 hours and 40 minutes and it hung up on me. I'm not waiting another second listening to that crappy music and some lying recording saying "A representative will be with you in a moment."I tried logging both the T-Mobile App and this website but it tells me to call customer service for changes to my rate plan. I did somehow find a link that was going to let me change my plan, but it wanted my PIN and I haven't used it since I signed up about 18 months ago. I tried all of the PINs I usually use but nothing worked.Is there another way to change my plan/PIN or do I have to go through another round of impatiently waiting for a human being? There should be a chat support on one of the T-Mobile websites so I don't have to go through this.

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tmo_mike_c
Community Manager
2 years ago
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goodkarmaguyFirst activity
asked in Accounts & Services

Wifi calling not enabled - Switched recently from AT&T to T-mobile

I'm using Samsung S7 which was originally purchased from AT&T and got unlocked. Recently I switched to T-Mobile and I'm not able to turn on the Wifi calling in my mobile. It is just grayed out. I was able to use Wifi calling when I was with AT&T. So my phone supports Wifi calling. The T-Mobile tech support was able to confirm that my account has Wifi calling enabled. Any suggestion to make Wifi calling working in my mobile would be appreciated.

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2 years ago
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lucunlockedFirst activity
asked in Accounts & Services

Do I seriously have to pay for service I have never used?

On February 25th 2020, I had established, via online, BYOD service for two lines for the 55+ plan.  I only ordered two SIM cards (nothing else) at $10 each. Then, I get the order status, and I noticed I was charged $61.12. That did not sit well with me so when the UPS guy arrived on February 28th, I refused the package of the two SIM cards, and they were returned to sender (T-Mobile).  A few days later, I get a bill in the amount of $66.87. I called T-Mobile and the rep informed me that the bill is for service and that I have to pay it.  I told the rep to cancel everything and that I should not be charged for something I have not used. How could I have even used service, I never took possession of the SIM cards in the first place.T-Mobile has already obtained $61.12 out of me for the two SIM cards. T-Mobile should not get any money out of me for service I have never used.As I see it, It would be fraudulent to make me pay for something I have not used.Here, I don't even know what I'm al

9
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5 months ago
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woodynsueFirst activity
asked in Accounts & Services

Finding settings on alcatel GO FLIP 3

My home screen does not have a settings box? where is it

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tmo_ian
Community Manager
2 years ago
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tsunamimamiFirst activity
asked in Accounts & Services

Parental control

How do you temporarily disconnect the hotspot on your child’s phone. Does t mobile have a feature to do this?

2
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1 year ago
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psmckelveyFirst activity
published in Accounts & Services

Assurant Damaged Device Returned - Not Recived

I filed a claim with Assurant in early February 2020- they denied it at first then after another call they approved it.  I received the replacement and returned my damaged phone on 2/7/2020 via USPS using the label they provided.  I called after receiving the second notice that the phone was not received as it should have been delivered by then.   Turns out it had been delivered on 2/11/2020, but there was no phone inside the envelope.  I called Assurant and was told that the envelope was sealed, but that the ends were opened.  Sounded to me like the way they probably open these when they arrive and process the claim. Regardless, they said i would have to file a claim with USPS and that if they did not find the phone i would be charged non returned fee for it.  I asked them to share there notes with me, so that i could use them when filing a claim with USPS, she said she could not.  I asked that the call be escalated and the manager proceeded to tell me that was correct and that USPS h

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2 months ago
rbryinc
rbryincRookie
asked in Accounts & Services

Galaxy s20+ 5G Slower then my 10+ 4G?

Hi,so I just got the S20+ and it shows I am on 5G.  I also have a 10+ not 5G.  When I run speed test my 10+ 4G is faster then the S20 5G, seriously?  did they just put a 5G there to help justify charging $1200 for a phone?

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1 year ago
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magenta9836134Learner
asked in Accounts & Services

If I switch from Magenta to Magenta plus will I lose free lines

Hi Everyone, We currently have ten lines, an iPad, and a hotspot with T-Mobile. All the lines are on the Magenta Plan (except the hotspot, of course). We were fortunate that we switched from AT&T to T-Mobile during the holidays, so not only did we get the 3rd line on us promotion, but we also snagged a Magenta Friday free line. So every month we receive the $40 autopay discount and then two $30 free line discounts. ($100 total) I have been considering switching to the Magenta Plus for many various reasons based on the way our family uses our phones. My only concern is that I will lose my free lines. $60 per mo. is a big chunk to lose. I wans't sure where to find the "fine print" for these deals. Thanks in advance for your help.Unrelated to the question, we have been thrilled with T-Mobile since we switched. AT&T was good, but we're paying as much for ten lines and two devices with T-Mobile as we were for seven lines with AT&T. Our service has been just as good, if not even

3
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2 years ago
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rafael3000First activity
asked in Accounts & Services

Access My Very Old Statements

I used to have a t-mobile account like 8 years ago, but still do have the same phone number. Is there anyway i can access statements from my old t-mobile account?

3
tmo_mike_c
Community Manager
2 years ago
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kbmtech121793First activity
asked in Accounts & Services

T-Mobile Money

Anyone else finds it annoying that we cannot download transaction history from T-Mobile Money?  Since T-Mobile blocks the Aggregators for Personal Capital, Quicken, Nerdwallet, Banktivity and Mint, it should at minimum allow it's customers to download a QFX, CSV or XLSX file.  We could then import the data into a program of our own choosing to manage our financial prospects. Every other financial institution I have ever dealt with offers transaction history downloads. Even T-Mobile offers a download of the phone call and text usage. So why not offer with T-Mobile Money?  Valuable features and Great Customer Service is what keeps customers coming back. C'mon T-Mobile, get moving!

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7 months ago
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netflixquestion123First activity
asked in Accounts & Services

Do Simple Choice plans qualify for Netflix on Us?

Do Simple Choice plans qualify for Netflix on Us?

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gramps28
Pillar
2 years ago
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mycareconnectfoundationFirst activity
asked in Accounts & Services

How to whitelist our Email to Text notifications

My non-profit foundation's domain sends messages to individuals who provide us with their text messaging address. Our non-profit has been sending their email-to-text notifications every day for years but of late, those with T-Mobile are not getting them. I'm not too technical, but researched the issue and saw on this support forum that others have had the same issue happen and the solution was to get "whitelisted".  Can you help us.  Do I submit a ticket, if so, how do I do that?  And what information is needed?  fyi...I'm a t-mobile customer and can verify my own email-to-text notifications are hard-bouncing.

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2 years ago
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magenta10605144First activity
asked in Accounts & Services

Roaming in Canada -- unable to receive SMS messages

Hi,I'm currently roaming in Canada on the TELUS network and can not receive sms.   Here is what does work:1.  I can send and receive sms texts to USA Based area codes.2. I can send SMS to Canadian Area Codes (and they verify they receive them).What is not working:1. No person with a Canadian Area Code can send me a text, or reply to my texts.  It sends from their device but I never receive it.What I have:- Samsung Note 10+- Android 10 with Samsung UI 2.0- Android Security Patch Level January 1, 2020- APN:  T-Mobile APN -- fast.t-mobile.comEverything else is functionally normally on the phone.  The result is the same if I roam to the BELL network, as well.

7
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2 years ago
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magenta10604649First activity
asked in Accounts & Services

Simply prepaid plan needs to be refilled - a question

Hi, I am currently on a simply prepaid plan that needs to be refilled. I usually refill the full amount but I am wondering if anything happens if I only select a $10 refill, for example.I had to disable auto-pay because after a tmobile rep set me up with a 10gb $35 a month plan that would stay that way "indefinitely" on auto-pay. It stopped billing 35 and started billing 50 a month not very long after.  Usually I take my plight to twitter and someone DM's me and we manually fix the issue, but I digress.  Back to the question, does my phone become usable (to a restricted degree) if I only add $10 to my account or do I have to refill the full amount to get working again?Paul

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tmo_ian
Community Manager
2 years ago
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magenta4055455First activity
asked in Accounts & Services

Hawaii International Calling Plan

The t-mobile sales pitch states "Yes, you can add Stateside International Talk service to Prepaid plan options costing $40/month or higher. The $15 Stateside International Talk service gets unlimited mobile-to-mobile calling to 36+ countries, plus unlimited landline calling to 70+ countries and discounted rates to virtually the rest of world."As the word stateside is used, I assume customers in Hawaii are unable benefit from the use of this available service. Is there currently some kind of benefit for loyal and devoted t-mobile customers living in Hawaii that need to make international calls?

2
A
2 years ago
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garyparrFirst activity
asked in Accounts & Services

Digits Win10 app and in-call DTMF

I telecommute quite often and the Digits app is great for conference calls on my computer. Unfortunately, the in-call DTMF seems to only work "occasionally" sending perhaps 70% of the tones. Entering conference pass-codes and participant ID codes never works. I'm left trying to use commas for a pause which works on occasion unless the pause is too short, and using two commas for a longer pause means Digits thinks the conf code is another number and pre-pends it with a "1" which screws up the code. Anyone know a way to fix this?

3
R
5 months ago
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magenta10604268First activity
asked in Accounts & Services

switch account to employee account

so i just paid off my old employee account, and i had to start a new individual account, but i need to switch this one to my employee discount, do i have to email the department again or is there a faster way??

5
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5 days ago
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