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  • 5,277 Discussions
  • 19,767 Replies

5277 Discussions

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TruGuidoRookie
asked in Accounts & Services

locked out of T-Mobile experience forum account

I've been a member of the experience forum for a few years and recently went to log into my account to claim some funds that I have been saving there from the surveys I've taken but can't get in. I've used the password reset option numerous times but never get the email (it's not being filtered, never had issues receiving emails from them before) Customer service has not been able to resolve this. Does anyone know who could assist me with this?

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1 month ago
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mous82Rookie
asked in Accounts & Services

2g shutdown free phone offer?

Hi, I got an email that says I qualify for 2 totally free 5g phones (didn't say about bill credits or tax) to replace the old 2g phones that I use on my postpaid account, it said in fine print "offer only in store", I called 611 to confirm and the rep didn't  seem to know about it thinking it's for the trade-in with tax and Bill credits, So I went to the store (corporate), and after looking through my account they said I don't  have the segment on my account, and didn't know when or if I'll have it,does anyone know how I can check about this segment?, I called 611 again and they still don't  know😞I think it's called "network retirement totally free phone program"

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Pillar
5 months ago
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drfarmkidRookie
asked in Accounts & Services

records missing from text usage report

I was just checking the usage on my account and noticed some inconsistencies. I found that the records for many text messages are missing. I have 8 lines on my account (large family) and there are many messages back and forth between family members. If I compare the records of texts between two family members, I should see an incoming record on line and an outgoing record on the other. Sometimes that is the case, but often the text will only show up on one line and not the other. Examples:(1) In the last billing cycle, my wife’s usage shows 156 messages between her and one of my daughters, but if I look at my daughter’s usage, it shows only 23. Only 6 records show up on both reports. The total number of messages between the two is at least 172, assuming all of the records showed up on one line or the other. (2) In the last billing cycle, one daughter shows 16 messages with another daughter. That second daughter shows 18 messages with the first. 15 records show up on both reports, with

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2 months ago
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WhateverLahFirst activity
asked in Accounts & Services

Worst customer service

Tmobile became the worst customer service carrier since they became TMobile USA. The original TMobile customer service was not bad at all.The TMobile USA has the worst, I mean, the worst of all customer service of all any other carriers. Once you ported your numbers out of TMobile, that’s it, they don’t want to help you. They find all kinds of excuses not being able to help you. They keep telling you to call this and that, and when you call them, they told you to go to Store, etc. they keep bouncing you around until you give up calling or inquiring. Plus once your service is not with TMobile any longer, you loose the online access to billing in order to update the billing address for the credit proration. I don’t know why people keep switching over to TMOBILE?  

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16 days ago
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WulfhedRookie
asked in Accounts & Services

identity theft

Why is t-mobile trying to steal my bank information?They are trying to force me to give them my bank account for a discount.They have already proven they CAN NOT protect your information.I am going to be filing a complaint with yhe FCC about T-mobiles attempted id theft.

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9 months ago
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Momof2boysLearner
asked in Accounts & Services

usage detail issues again

Is anyone else having issues with seeing the usage details for the current cycle that started on the 7th?? It just shows me usage details for the last cycle that is processing. This issue with the usage details ALWAYS being messed up is about to drive me to a new cell carrier 🤬 Of course customer support said it's maintenance that could take up to 3 days!!!! Absolutely unacceptable!

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Community Manager
1 year ago
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Greg BFirst activity
posted in Accounts & Services

20 Year T-Mobile Customer - Customer Service had become very inadequate, terrible. Rude.

Extremely Poor Customer Support. I will try to be as brief as possible.My family has been with T-Mobile for 20 years. In 2015 I purchased an iPhone 8. With the iPhone 8 I purchased Apple support.Few weeks ago, the battery charger port on my original iPhone 8 failed, and I was send a replacement iPhone by T-Mobile under my extended warranty agreement of 7 years. The replacement iPhone had lots of intermittent issues. After several failed attempts yesterday I replaced my first replacement phone with a second iPhone 8 under my Apple extended warranty through T-Mobile.With the previous phone and the current one I’ve been trying to get assistance with issues with my Apple Watch with connection to my 2nd replacement iPhoneWhen I called for support today, the first rep kept putting me on ’Hold’ the phone and coming back and I’m assuming to either look up or ask someone how to support an Apple product. This was also my previous experience less than a month ago on the original bad iPhone that I

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1 month ago
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terriksFirst activity
asked in Accounts & Services

Using European eSim with locked phone?

I’ve just pre-ordered one of the new Samsung phones. In order to receive the biggest discounts from T-Mobile I needed to buy it on a 24 month installment plan, so I assume that it will be locked to T-Mobile for that time period.I will be traveling in Europe for ~2 months, and may want to purchase a data only eSim while I’m there instead of relying solely on my T-Mobile international data.  Will European eSim work with my locked phone?

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Community Manager
1 year ago
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nodramamamaFirst activity
posted in Accounts & Services

Familywhere is only showing 3 of my 4 lines

I've been using familywhere for a few years now.  Last night one of my 4 lines disappeared and no longer appears in the app. I've attempted to add it back via settings> add family member and I'm getting an error message saying there are no other phones on my plan.  Please help!!

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1 year ago
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todd3368First activity
published in Accounts & Services

Authorized User vs Full Access

Please forward this complaint to the correct department.  My son had issue with his cell phone and needed a new one while he was at college.  After we struggled through the process and finally just ordered him a phone from T-Mobile online, I was informed all I needed to do was provide him full access to my account.  I logged onto My T-Mobile and change his and all other users on my account access to full access.  Today, another person on my account had issues with a phone.  They went to T-Mobile store and were told they could not do anything because they were not an authorized user.  Why can I not authorize a user on My T-Mobile?  When I asked customer service, I was given a line about protecting my security.  Here is the truth.  Having a person call in and give information over a phone to a rep is not more secure than me using the internet.  In fact, it is less because someone at your company now knows my business.  I should be able to manage all aspect of my account through my T-Mobi

1964110
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1 year ago
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geolaw58First activity
asked in Accounts & Services

with auto pay can I pay before its due

with autopay can I pay my bill early before autopay comes due?

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9 months ago
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braydenstrandFirst activity
asked in Accounts & Services

Netflix Issue

I was trying to set up the free Netflix. I added Netflix as a service, but it wouldn't load past that, so I assumed I could just go back in and create my Netflix account, and closed the page. However, I can't see a way to create an account now. So, I have the service added to my T-Mobile account but can't actually use it. Anyone know how to help? Thank you in advance

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2 years ago
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rossd76gmFirst activity
posted in Accounts & Services

DIGITS - Save or export text threads

Is it possible to save, export, or archive text threads?  Some of my text threads are very long and DIGITS is having a hard time loading the conversation on the web, the computer, and my phone.  I would like to save it down to a file or something and then delete the thread so everything loads faster.  Is this possible? Thanks

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7 months ago
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jptakFirst activity
asked in Accounts & Services

Help retrieving call records

Hi,I'm a former T-Mobile customer.  I'm involved in an unfortunate child custody case and need to show call records from my step-son to my wife's deadbeat dad ex-husband.  Some weeks those calls originated from my phone.I can no longer log into "My T-Mobile" - it tells me the phone number I entered is no longer a T-Mobile number (which is correct, my number was ported to another provider).Is there a way I can gain access to my account or call records while I was a customer?Thank youJim

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Pillar
4 months ago
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questwizardFirst activity
asked in Accounts & Services

Ported to another carrier, unable to access my t-mobile online to view and pay final bills

I just got my new phone to replace my old phone, and ported my t-mobile number to Project Fi. I am now unable to access my t-mobile through the website since the the porting completed. How am I supposed to access everything there to view and pay my final bills? I always paid my blil this way in the past to avoid excessive transaction fees. How can I access the online system to pay the final bills without being charged the ridiculous fees for phone/etc payments? Attempting to login on the website tells me the service is unavailable and that they're working on fixing it. I'm rhinking its a generic error and the real problem is the fact that my number was ported. It seems wrong to lock people out from accessing past and final bills this way, forcing them to use only fee-laden pay,ent methods, especially the fact that it gives a bogus error to disguise it as a system outage. Even snail mail falls in this category due to costs of postage/money orders/etc.

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gramps28
Pillar
1 year ago
johnnydec1
johnnydec1First activity
asked in Accounts & Services

T-mobile promotion credits not being applied to my account

I purchased the S9 in March under the promotion TM98.Sent in my s7 as trade in which was acknowledged as being received Two weeks later my new phone developed a blue line on the screen and had to be sent back the rep I talked to sent me out a new phone and I sent the defective one back.Found out the marked it as a remorse return, IT WAS A DEFECTIVE phone not a remorse purchase!Called 3 times to get credit and keep getting "your case is being escalated "I get the credit but I should not have to call every month How can I talk to someone on the ESCALATED  office.John

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J
2 years ago
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socalchickFirst activity
asked in Accounts & Services

$25 SIM card charge - times two ?

I don’t understand this charge at all. And so far all I get is the canned response from T-Mobile. (the SIM card starter kit  allows you access to the network etc)I am a current customer. I called to add two lines to my military plan.Without disclosing this to me, they charge $50.00 for two SIM cards for the lines. One for an Unlocked phone I plan to use, the other for a new phone I am purchasing from T-Mobile. And on the new phone, they charged me a “Down payment” which again was not disclosed on thier website.What is baffling - att and Verizon give you the SIM card for free - because you are a customer.  And worse case scenario if you do have to pay, at att and Verizon, at most they are $4.99.How can they not only charge this huge amount, but then not tell disclose the customer about this?I specifically asked - and I was speaking to a customer representative in the Philippines The English was ok, but not great and I had to speak to two different people to even place the order.I wake u

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1 year ago
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sanasamFirst activity
asked in Accounts & Services

Viewing message content

Hello, Is the main account older/parent holder of a family plan able to view text message content online from the Tmobile account? Thanks

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2 years ago
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magenta4225506First activity
asked in Accounts & Services

I tried to access online. account disabled

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1 month ago
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magenta1588850First activity
asked in Accounts & Services

change email address

good morning I need to change my email address I no longer have the 8588 yahoo email can you please change it for me

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7 months ago
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magenta5088432First activity
asked in Accounts & Services

Please verify your 10 digit T-Mobile phone number is correct

I still cannot get into the tmobile website to manage my account.First, the site accepts my email address and password. Next, the site states, "The application you are trying to access requires a phone number. Please add a phone number to proceed."  Then, the site repeatedly states, "Please verify your 10 digit T-Mobile phone number is correct."The phone number is active. It can place and receive calls. However, the site will not recognize the number.I ported this number to Tmobile ~6 weeks ago. I have tried numerous calls to customer support, but the representatives are unable to help or they repeatedly say to wait 72 hours.It is unfortunate that I may have to switch providers just because tmobile makes it inconvenient to pay my bill.

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1 month ago
adukes_007
adukes_007First activity
asked in Accounts & Services

My caller ID is wrong for outgoing calls

When my account was setup in Jan 17, they misspelled my last name by one letter.  I got that problems fixed so that my correct name shows on bills and my account.A week or so ago I called landline number and was told that my name is incorrect.  It appears to happen on all carries. T-Mobile tech support was called and they found a problem on hier end.  The fix was promised in 72 hours since it needed transfer to a vendor.I call about a week later and the problem hasn't been fixed.  Tech support gave me the same assurances.  The second complaint was lodged 3-31-17.  Can tmo escalate this to make sure it shows my last name as "Dukes"?  

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tidbits
Pillar
1 year ago
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caroline.arnoldFirst activity
asked in Accounts & Services

Conference call says it's not in my plan

I dial into a 12-step recovery conference call.  Recently,  I'm getting a message about it not being in my plan when I try dialing in.  It says I'll get a 1 cent a minute charge.  What's going on?  How do I fix this?

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2 years ago
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anztenneyFirst activity
asked in Accounts & Services

remove number from Scam Block

We are a business that offers follow up surveys to customers after they've interacted with us.  We ask permission for the user to allow us to call them.  Our number is showing up as "Scam Likely" to people using T-Mobile.  What are the steps to get this corrected?  We understand the value of this feature, and we want to ensure we're following expected behavior as well.

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drnewcomb
Pillar
2 years ago
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jeffvizcainoFirst activity
asked in Accounts & Services

Phone stolen, how do i lock sim card?

My phone was stolen last night and I am currently in Europe, I can't access My T-Mobile because the they are "implementing PIN/Passcodes as an additional security measure." and only offer a text message to the phone number as a location to send the code. I can access the email that is registered with the account. Can I buy a sim card in Europe and have them activate that on my account? I'm worried that if someone gained access to my phone they could reset my accounts just by using the text message verification.

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2 years ago
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