Accounts & Services

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  • 5,275 Discussions
  • 19,583 Replies

5275 Discussions

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Kandykane420First activity
asked in Accounts & Services

not renewing phone and number after being stolen

I'm not sure exactly when it happened but one of the phones on my plan was stolen. I reported that it was but got confirmation of the theft. The person who had the phone is no longer in the equation and I need to find out if I need to finish paying of the phone. I only need the remaining two phones so will I be penalized?

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Pillar
2 years ago
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magenta4793591First activity
asked in Accounts & Services

Custom Voicemail Greetings Not Working

I am looking for an update on my ticket I opened about uploading voicemail greetings. It has been several weeks and I still do not have any update, nor does the feature seem to work as expected. When I place a file in the UPLOAD field, it never gives me the option to save and continue. There was a ticket opened, but apparently there is no easy way for me to review the ticket or see the status.Can you let me know the next step on using this feature? you access the feature through the MYTMOBILE portal by clicking on the line, then CHECK VOICEMAIL, then SETTINGS, then CUSTOM GREETINGS

11
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2 years ago
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TordoFirst activity
asked in Accounts & Services

REVVL V+5G

Where can you get a users manual for this phone?  How do you add icons - AOL?

1
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Pillar
2 years ago
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hbsyleFirst activity
asked in Accounts & Services

Why is T-mobile censoring our sms?

  I have 5 lines and been customer for over 15 years.  I am gone.

3
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2 years ago
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soylentcolaFirst activity
asked in Accounts & Services

Un-enrolled in autobill, can't seem to get payment to show up

Currently on a prepaid plan and has been going fine for years.  Yesterday was notified that my auto-bill had been unenrolled.  Figured it was a glitch but I logged in and re-enrolled my usual unexpired credit card.Today I am seeing that the account still has zero balance and is due.  Manually paid for a month.  Got another message saying that account is suspended.  Manually paid again because this morning’s payment didn’t show up.  Still the same issue.Is there some problem with payment processing?  I have a valid card and nothing changed.  It would be a huge hassle if I lose my old number because the payment system isn’t updating.

1
tmo_mike_c
Community Manager
2 years ago
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edwardpHelper Level 2
asked in Accounts & Services

Phones not receiving texts from T-Mobile since My T-Mobile Upgrade

I’ve read online that prepaid accounts/phones migrated from the old to the new My T-Mobile, stopped receiving texts from T-Mobile (monthly plan renewals, refills, etc.) Is it known if obtaining a new SIM card would correct this? Thanks in advance.

0
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2 years ago
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walstrombnFirst activity
asked in Accounts & Services

Employee Setting a line discount designation

I am not able to set up designations on my employee acct.  Can someone help or what should I do to get my discounts?

0
W
2 years ago
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Jrangel1951First activity
asked in Accounts & Services

IRS Audit requesting billing statements

Dear Customer Service @ T-Mobile:  I have made several request for my monthly billing statements statements for 2018 and 2019.  I am being audited by the IRS and I need to provide them with this information.  I contacted customer service twice and was assured that I would receive the statements.  It has been over 15 days since my first request and 10 days after my second request.If I cannot get cooperation from your company, perhaps I need to change provider!Jerry Rangel817-909-3065ggrangel1951@yahoo.com     

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2 years ago
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07vstarriderFirst activity
asked in Accounts & Services

55+ discount

Does anyone get the $10.00 discount for people 55+?

1
gramps28
Pillar
2 years ago
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dmccontFirst activity
asked in Accounts & Services

Need new phones for existing customer

We have three lines on our plan as well as home internet… when we switched we got 3 motorola phones that we reimbursed every month for 2 years … the two years is up and bill has been paid faithfully every month… I want to get three new motorola (basic) phones that operate on the 5G network and do the same for 2 years …. is this possible … All other companies are trying to lure us out which is how I switched to t-mobile from verizon (after 20 years and they were not willing to give us anything) 

0
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2 years ago
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magenta2260017First activity
asked in Accounts & Services

I did not get a return label to send iphone back.

How can I return a phone without a return label. I have called 3 times with promises to receive one and I only have a week left to return it. How can I get a return label. It was not included with the new upgraded phone. @tmobile-admin​

6
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2 years 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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2 years ago
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SongyuhaiFirst activity
asked in Accounts & Services

Use T-Mobile In-flight

If the aircraft cabin only have WIFI coverage and no 4G/5G coverage, how can I get the  One-Time PIN via text message to the phone number entered.

0
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2 years ago
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McDoodleFirst activity
asked in Accounts & Services

Can't see usage or history for anyone in Family Mode

I just added Family Mode to our devices, got the Home Base working and installed it on everyone’s phones. I can’t see Usage or History for any of the users, me included (as admin). I also checked the VPN installation and it shows up as connected on both kids’ phones, as well as on the dashboard in my Parent App.Suggestions? 

0
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2 years ago
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LJAFirst activity
asked in Accounts & Services

DataBreach

Did anyone else recently get notified from McAfee Monitoring that their data SSN/DL was all uploaded and found and the dark web? McAfee called it “tmobile databreach .”

6
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2 years ago
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magenta10002750First activity
posted in Accounts & Services

refund runaround

I switched all my lines over to a different carrier months ago and keep getting a billing summary from T-Mobile showing a credit of $37.72. I have called them about 6 times now trying to get my money refunded with no luck. The first time, back in December, I was told they would credit my original payment method. I never received it. Called again in January and they said it couldn’t go back to my credit card because it had been over 90 days since I had service. They told me they would issue a gift card. Never received it. Called back today and they still didn’t know what was going on. Said that the request had been declined but could not seem to tell me why. Asked to speak to a supervisor 3 times and all 3 times I was disconnected with no call back even after giving them my number in case we got disconnected. I am beyond fed up. I spent over an hour on the phone with them today alone and got nowhere. 

1
gramps28
Pillar
2 years ago
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ChristianRobinsonFirst activity
asked in Accounts & Services

How did someone change my number on my phone without my permission?

My number was automatically changed to a new number without my permission, how did this happen? I have had the same number since before 2008. Im pissed! 

3
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2 years ago
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jihadhFirst activity
asked in Accounts & Services

Payment not reflecting in Available service balance to my Prepaid account

Dears,my monthly payment not reflecting in Available service balance to my prepaid account

1
gramps28
Pillar
2 years ago
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MJPhoneFirst activity
asked in Accounts & Services

T-Mobile Fraudulent Account Setup Using My Credit Card and Social Security Number

Late last year someone apparently set up two phone plans with T-Mobile and bought two phones using my credit card.  I reported this to my credit card company and stopped payment. That part was easy, but dealing with T-Mobile has been a real pain and has gotten me no answers.  After being on hold twice for several hours and finally getting a customer service representative, I found out that the account had my social security number too.  (Or at least the last 4 digits….I could not get anyone to confirm the whole number was used.) I was sent to a story to verify the information in person and one company story said they did not do that, and finally the other tried to help, but at that point the accounts were locked and they could not see any detailed information.  So, I have never been able to verify how much of my identity has been stolen.  I have put a credit freeze on my credit report with the 3 bureaus.  I still have nothing from T-Mobile.  I was promised on several occasions a call b

4
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2 years ago
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magenta8610751First activity
asked in Accounts & Services

acct infomation

 am on the Tmobile site and when I click on my acct and go to profile: why is it I don’t see all the devices on my account? and when I TRY to click on the drop down nothing happens. 

2
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2 years ago
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SeanCarter1First activity
asked in Accounts & Services

What is the process to switch from prepaid to postpaid?

I’ve had my service for over 8 months now and I want to know what is the process to convert my prepaid service to postpaid? Do I need to complete a credit check, etc.? Thanks

0
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2 years ago
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Michael0708First activity
asked in Accounts & Services

Why am i being charged for no service?

My mother wanted to change from Verizon to T-Mobile and I helped her do the change online and we spoke with a representative. All good then but when we got the sim cards to port over our phone numbers and current phones, the representatives were not helpful and unclear about when they could have our phones be useable under the T-Mobile lines. So the representative promised to call back within 2 hours to confirm that our phones were good to go, but this never happened. We called multiple times to get help, even went into a store (which didn't result in anything since they can't help), and after begging to get our lines active for a whole week, we just wanted to cancel the service and continue with our current service. We were told that the lines could not be cancelled because of no apparent reason. Then they hung up the call and we figured that was it. Unfortunately my mom is sent a bill of $200, because the lines were not cancelled and apparently we were using the service. I went to a

1
syaoran
Pillar
2 years ago
M
magenta4835452First activity
asked in Accounts & Services

Unable to register as the PAH

It is disheartening to see that, after reviewing the discussion board, this issue has been going on with people for AT LEAST 6 months!A week ago I left my carrier (starts with a V) that I had been with for around 15 years and was pretty happy with but the T-Mobile, Military discount was just to good to pass up.Yes, I'm having the same issue with "confirming", "registering" myself as the Primary Account Holder (PAH) in my online account (enter last 4 of SSN and birthday). Yes, I've called Support (got transferred a couple of times) and each answer was wait 24 hours, the store rep said 24 hrs.....online support FAQ says 72 hrs....either way, it's been almost a week. This issue prevents me from seeing the other lines in my account, setting up Netflix among other things.Is there a solid fix??

12
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2 years ago
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Karen786First activity
posted in Accounts & Services

switching lines

I currently have a tmobile line with my mom the service has been suspended for a while now because she has more than 2k on the bill I don't have service because of her so I wanna separate my line from hers but keep the same number 

1
gramps28
Pillar
2 years ago
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budroFirst activity
asked in Accounts & Services

I got a fake call from t-mobile, where do I report that? No, I'm not sitting on the phone on hold to do so.

I got a phone call from a number that does not check out as t-mobile’s, they’re claiming to be from sprint/t-mobile. I don’t care to dig through all the forum rules to know if I can post the number here, so I won't. Is there an email, chat service, or any other web-based means to report these events? Please don’t tell me to download the app, I’m not interested in bloat.

1
gramps28
Pillar
2 years ago
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