Accounts & Services

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  • 4,471 Discussions
  • 19,613 Replies

4471 Discussions

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afhalperinFirst activity
asked in Accounts & Services

Caller ID incorrect, and I've asked T-Mobile to fix it twice.

My caller ID keeps showing up as "Aurora Reyes," which is sadly not my name. I've contacted my local T-Mobile store twice, and they've said that they've had support fix it twice, but every time I call my dad on his work line, I show up as good ol' Aurora. How do I get this taken care of, since calling support doesn't seem to do the trick?-A but not Aurora

7
drnewcomb
Pillar
1 year ago
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kennethkongFirst activity
asked in Accounts & Services

How to proceed for Sim replacement?

Hi,I have recently lost my sim during changing phone.  I would like to get a sim replacement with maintaining the existing number,  Please let me know how should I proceed?Thanks.

6
M
2 years ago
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lamarGFirst activity
asked in Accounts & Services

adding a line with existing t mobile phone from another account

My daughter has an existing balance on her own T-mobile account. I’m considering bringing her phone over to my account and adding a line for her. Would her balance impede that from happening?

2
L
3 years ago
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Ranger1Rookie
posted in Accounts & Services

Keep and Switch Fraud

Anyone else having trouble with TMobile meeting it’s promises. Three attempts now to be reimbursed for iPhone through keep and switch program. I guess they think you will just forget about what they promise you to get you to switch from AT&T. Just a new form of Corporate hot checks….. worst customer service I believe we have experienced…

53
B
5 months ago
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jehargonautsFirst activity
posted in Accounts & Services

Port number from Ooma (VoIP) to T-Mobile

I merely want to compliment both my VoIP provider, Ooma, and T-Mobile.  Several years ago, I ported my Sprint cell phone number to Ooma, with which I have been extremely pleased as a VoIP carrier.  However, I came to realize that I still needed text messaging capabilities on that former Sprint cell number, including verification settings of other services tied to it.  I tried back then to port the number from Ooma to T-Mobile, but it seemed that T-Mobile never could succeed.  I am pleased to report that they just succeeded after about ten days.Ooma was helpful in both instances, although they immediately gave me all of the “customer service record” information this time without my specific request (just told them that I wanted to port out).  I definitely would recommend obtaining this information because it made this process so much simpler on the T-Mobile side.  I hope that this helps someone, and really appreciate T-Mobile’s service this time, even though it took longer than I antici

2
R
3 years ago
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ryanmartin1001First activity
asked in Accounts & Services

How do I contact T-Mobile legal department?

Exactly what the title says. I was wondering how to get in contact with T-Mobile law team. I tried to get them to email it to me because I have a disability and they refuse to. They said they couldn.t email it. thanks

10
gramps28
Pillar
9 months ago
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vsharma9First activity
asked in Accounts & Services

Conversion from Prepaid to post paid

I have purchased new prepaid connection (SIM card) couple of weeks back. I couldnot purchase Post Paid connection coz i did not have all the documents required. I would like to convert my prepaid to post paid now coz now i have all the documents required. How should i do it? 

2
V
10 months ago
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SpiffyCatFirst activity
asked in Accounts & Services

International Texting -- iMessage vs. SMS/MMS

With my plan, I get unlimited 2G data and texting while traveling internationally. I am wondering about the “texting” part of this. Does it matter whether I use iMessage or SMS or MMS? There are options in settings for all of these. Should I have them all on?Thank you.

8
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1 year ago
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tams118First activity
asked in Accounts & Services

I have 4 lines on a grandfathered Simple Choice North America 10GB plan. What happens if I remove a line?

It's been so long since we first signed up with this plan but from what I remember, we had to have at least 4 lines to get the pricing that we did. It's currently 4 lines for $120 (around $145 after taxes and fees). I personally am now looking to leave my family's plan and switch to my husband's plan but I'd like to know if my leaving would cause issues with my family keeping the grandfathered plan. I have seen that customers can still add lines to grandfathered plans but I don't know what happens when you remove a line.I plan on going to a physical store to talk with a representative but I also would like to get some information here.Thanks!

10
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3 years ago
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jason_nrdnFirst activity
posted in Accounts & Services

Lied to and billed for a phone that I was offered for free

I have been a good reliable Tmobil customer for over 4 years. I have multiple lines on my plan and I’ve never missed a payment.I ordered and paid for a new phone just before Xmas 2021. The phone was never delivered. I called to ask where my phone was and was told they couldn’t find the phone and had to investigate. A rep was supposed to call me back. By the second week of Jan. the issue still wasn’t resolved and I did not receive a phone yet. Tmobil was still unable to give me a clear answer on what happened or when I’d receive my phone. I was upset and called back on Jan. 7th to close my account. The operator was distressed and said she could not lose me as a customer. She asked if a free phone would get me to stay. I agreed and signed the paperwork for a new phone. I received the phone within 1-2 days and all was well until I got my next bill and saw that I was being billed for the phone. I called customer support several more times trying to resolve the issue. By early March my frus

27
A
3 months ago
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ttnthegoalFirst activity
asked in Accounts & Services

why do i get charge for the 3rd line if it said 3rd line free

I’m on essential plan right now from the promotion activate 2 new lines, get 3rd line free back in Dec 2021 (not long ago). It stated clearly $30/line and I got charge $90 for 2 lines plus taxes and fees= $105. At first I didn’t notice it but now it seems like didn’t make sense. Isn’t it 2 lines supposed to be $60 plus tax and fees, so it would be around ~$70-$80/month not $105? TMobile, are you trying to “scam” us with this fake promotion? This 3rdline is not free AT ALL if you charged me and everyone else like that. I need an explain, Tmobile. Unlimited data? The data is not that strong either and slower

17
W
7 months 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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1 year ago
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ThatdudeFirst activity
asked in Accounts & Services

how do i block a phone number on the digits app?

I kept my old phone number because it is easier to transfer my info to a newer phone. I'm using the digits app to use my old phone number and I got a text from a weird phone number and I want to block it but I don't see any options please help.

5
O
1 year ago
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rich6630Rookie
asked in Accounts & Services

Lost my phone and cant get the verification text code

Simply put,  I lost my phone,  so I have a brand new tmobile sim in front of me and want to update my sim and place it into another phone,  yet I'm prompted to get a 6 digit verification code that's being sent to the missing device.  What do I do?

5
syaoran
Pillar
6 months ago
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KevsterFirst activity
asked in Accounts & Services

Changing plans

What are the rules around changing plans, like if I need to downgrade? Can I do it at anytime? 

6
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2 months ago
4
4086443128Learner
asked in Accounts & Services

I had sent my old device iPhone 6 Plus to Tmobile for a trade in credit. The tracking # showed Tmobile warehouse already received it but no credit was issued. I have been contacted customer service so many times and they said they didn't receive the

I had sent my old device iPhone 6 Plus to Tmobile for a trade in credit. The tracking # showed Tmobile warehouse already received it but no credit was issued. I have been contacted customer service so many times and they said they didn't receive the phone even though UPS has proof of delivery. I lost my phone by trusting Tmobile.

33
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6 months ago
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MrMark59First activity
posted in Accounts & Services

unable to add credit/debit card or set up auto pay

I’m a pre-paid customer. After the new My T-Mobile experience update I was instructed to re-enable auto pay. When attempting to do so on line I could not add cred/debit card nor activate auto pay. Got this message “We are unable to process this payment transaction. Please visit a Retail Store to complete this transaction” Went to two retail stores, neither had seen this before and couldn’t fix the problem while I was in store. I had to pay with cash to continue service.An engineering service ticket was submitted and I was to receive a call back the next day, two days latter no call back. Sprint sucked and apparently now T-Mobile sucks after they merged. After more than a decade of trouble free service this failure may end my use of T-Mobile.Has anyone else had to deal with this failure and if so has it been resolved for you…? 

23
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3 months ago
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magenta3027038First activity
asked in Accounts & Services

Upgrading

What are the pros and cons of upgrading your iPhone in-store vs. online?

3
syaoran
Pillar
3 years ago
magenta3795203
magenta3795203Learner
asked in Accounts & Services

my.t-mobile.com site not working (AGAIN)

I have had issues with my.t-mobile.com for YEARS. The latest issue (for the past 4 + weeks) is I can not get in. I have numerous T-Mobile Accounts/BAN's and there is always issues. my.t-mobile.com was never meant to be used with Business/National accounts in the first place and this is the only tool we get to monitor our account(s). Here is what I get now (see screen shot).... I can log in, then it goes to this screen, and I can get no further. I have called, emailed, opened tickets, all to no avail. T-Mobile really needs to fix this or create a tool for business/national accounts to use. I need access to my.t-mobile.com 10 to 20 times per day. Come on T-Mobile spend some money!

12
G
10 months ago
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mac2636First activity
asked in Accounts & Services

Can I convert an esim to physical sim?

I would like to stop using my Galaxy Active 2 Watch and start using an unlocked watch purchased from Amazon. The new watch uses a physical SIM card. Can I convert the current Esim to a physical one? 

2
C
2 years ago
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TdWFirst activity
asked in Accounts & Services

How do I terminate my T-mobile contract?

Hej, I am leaving the US and want to terminate my T-mobile contract and give up my US mobile phone number.The website dopes not give me any clue on how to do that….. which is quite unexpected.Can anyone help me with this question? Many thanks!

3
K
9 months ago
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rockyangeljfFirst activity
asked in Accounts & Services

how to pay off phone over time but cancel service

I gave Tmobile a chance after they took over sprint but they have to many mess ups that I have lost my patience. Sadly we were with sprint for 10 years and were very satisfied. Signed up with another company now. My issue is I need to make payments on this expensive phone. Can I cancel service? What is the lowest service I can have until phone is paid off. What are my options? Can't seem to get any straight answers and no, there is nothing tmobile can do to make amends at this point in time. Thanks for any assistance.

2
helpfulanonymoushuman
1 year ago
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magenta2600854First activity
asked in Accounts & Services

TMobile has no deals for current customers

I am sick of this nonsense where I need to add a line in order to get any promotion.  I have been a loyal customer for over 5 years and I am about to leave because I can literally no buy a new phone on any promotion without adding a line.  It's a bs way to jack up current number of customers and manipulate active lines/user data.  Why would I need two phones and another line.  Why can't I just get one phone at half off like all of the other carriers that run promos. 

15
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2 months ago
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russff99Rookie
asked in Accounts & Services

Moving VVM to new phone

Had VVM on old phone (Android 6) and about 2 dozen saved voicemail messages.  Transferred everything to a new phone (Android 10) but VVM app shows only one voice message from about a week ago (before I got the new phone), but not the rest of them.  I assume the voice messages are stored locally on the old phone, but where are they and were do I put them on the new phone?  I checked the old phone and they are still there, but still not on the new phone.

12
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2 years ago
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magenta3390524First activity
asked in Accounts & Services

Switch2t-mobile Reimbursment

My submission for reimbursement was received at T-Mobile on Sept 27, 2017. 8 weeks have come and gone and still no reimbursement. When I call the number  it said that it is still processing. How can I get in touch with someone with more specific information.

11
L
1 year ago
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