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  • 17,992 Replies

4590 Discussions

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magenta3944042First activity
published in Accounts & Services

Message not found/unknown sender

Hello AllFor the past couple of days my incoming text messages are saying message not found or unknown sender....Whoever text I have to ask them to please try again and sometimes that may work...Any suggestions or reason this may be happening??????ThanksMB

234211
M
4 years ago
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sunbreakFirst activity
asked in Accounts & Services

cannot access account after signing in

I have tried numerous times on numerous days in numerous months to access my tmobile account information. I can sign in and it shows me an option to select either my hotspot number or phone number for the phone. It doesn't matter which one I select. I always get this same message and can go no further:"We are currently having trouble with your request. Please wait a few minutes and try again." So, what do I have to do to be able to access my account since it doesn't let me do anything once I have signed in?

15
dc5fan
4 years ago
S
snarkywineninjaFirst activity
asked in Accounts & Services

Name Change

I recently got married. How do I change the name on my account?

2
M
4 years ago
S
stephanie1110First activity
asked in Accounts & Services

Deposit payment

When I go to pay my deposit do I have to pay it with card Or can I pay it with cash?

2
M
4 years ago
M
magenta7853278First activity
asked in Accounts & Services

Assurant return questions for multiple iphones

Hi,I recently switched 5 lines from Verizon to T-mobile. I need to return 5 older iphones to Assurant for credit.On my T-mobile account I have one RMA number and one label for all 5 iphones.The Assurant doc saids this:Cut out the enclosed prepaid Merchandise Return Label and attach it to your package. If returning multiple Devices, print each additional label from the Trade-In section of your my.t-mobile.com account. Limit one Device per package. So what do I do? It said 1 per box????? Put all 5 in one box under the one RMA #?Also do I remove the Verizon sim card before shipping them back?thx

1
tmo_lauren
Employee
4 years ago
J
jay968Learner
asked in Accounts & Services

Enhanced Caller ID vs Name ID

In my visual voicemail app, I see an option to turn on or off "enhanced caller ID" and I have also seen reference to "name id."What is the difference, and if enhanced caller ID is turned on in visual voicemail, do I get charged for this?

7
snn555
Pillar
4 years ago
K
kentchangFirst activity
asked in Accounts & Services

Number transfer issues

Hello guys—While I assumed this discussion board should be my last resort, I just realized with dismay that it appears to be the only viable path for the moment, after getting caught in the endless loop of being put through and then on hold for eternity, and seeing the egregious page of "Something's not right" again and again and again. Instead of attempting another call at the Customer Care service that rarely provides any service and greeted by the sheer irony, the empty promise of a satisfying experience, I end up here.I'll stop ranting. Two questions:1) I got my new prepaid T-Mobile card yesterday and tried to transfer my number from another service. I inserted my new SIM card to my phone and a few hours later I received a text message, "There's a problem in bringing your phone number to T-Mobile. A Customer Care service representative will call you to proceed with the transfer." Didn't receive any phone call yet. Doubt if I ever will. I don't really know what's going on, or if the

4
M
4 years ago
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alacrity87First activity
asked in Accounts & Services

Delayed suspension of account

My family is moving overseas on military orders this summer, and we are hoping to suspend all lines on our account during our 3 year tour. We would like to continue to use our account until a couple days after we move, to make sure we don’t have gaps in coverage before switching to a new mobile company in the UK. Does anyone know if we can suspend our account from abroad, after we move? Or does it have to be done in store?Also, if all lines are suspended are we required to pay any minimum monthly fees?

1
skymorena
4 years ago
slamscaper
slamscaperFirst activity
asked in Accounts & Services

Grandfathered simple choice plan

Okay so I did leave this post marked as a question, because technically it is. I haven't been paying a lot of attention to Tmobile lately, but I have recently when I paid my bill online and decided to check to see if they added any other plans that would offer me a better value (currently have a Galaxy Note 5, which is my only line, on the $40 a month simple starter plan and added more data to it by paying an extra $5). So currently I get unlimited talk and text with 2GB of 4G LTE data. I have the ability to use wi-fi hotspots all over my city because I have HSI from another provider that has these hotspots available, so I get by with this limited amount of data for the most part. Whenever I went to look at their plans, this is when I noticed that they have changed to the "Tmobile one" and "Tmobile one plus" plans, which are supposed to simplify everything but honestly when you get down to it, they are very confusing. The fact that you get throttled after 26GB of usage if you're in a c

10
M
4 years ago
C
cobie63First activity
asked in Accounts & Services

How do I get a log of all my calls and texts on 5/31/18. I have a prepaid account.

How do I get a log of all my calls and texts for my phone on 5/31/18? I have a prepaid account.

7
M
4 years ago
M
magenta3765197First activity
asked in Accounts & Services

Deleted Voice message reappears

I have a junk voice message that I delete... and it goes off the list... then 15 seconds later it reappears on my list of voice messages.How can it do that and how can I get rid of it permanently.

9
M
4 years ago
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whatsthedealLearner
asked in Accounts & Services

$70 55+ plan was converted to $90 Essentials Plan without notice

The ISSUE:On Feb 14 I called into T-Mobile inquiring about new service as I was interested in migrating from AT&T. The plan I was interested in was the 55+ for two devices at $70/month.The rep began the process of setting up the account. When asked for an SSN I asked if we could set up the 55+ account without that and Ronnie enthusiastically said "no problem" and proceeded to ring up my Visa card for $70 for one month of service, $50 security deposit, and $25 for each SIM for two phones, plus Tax. Total $174.12.The SIMs arrive and we install them, activate the account and port our numbers over from AT&T. (with which I've had the same account for two decades)I then log into the My T-Mobile site (as it won't let you in until a phone number has been assigned) and find that we've been set up on the $90 Essentials plan instead of the $70 55+ plan. A call to customer support follows. The first rep tells me this couldn't happen, but they can't do anything about it and briefs me on the

7
W
4 years ago
T
terrapin48First activity
asked in Accounts & Services

Samsung vs. T-Mobile Warranty Replacement Device

I find myself in need of a warranty replacement for my less than 1-year old Galaxy watch 46MM - My question is this; is it advisable to go through T-Mobile's exchange program (i have heard horror stories of beat-up devices or devices with more issues than the originals) or directly to Samsung (or will they send a refurb as well)?I take very good care of my electronics and the watch which suffers from a defective battery and the inability to receive updates is, literally, like new.Do you think my replacement from either source will be worse?

2
tmo_mike_c
Community Manager
4 years ago
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magenta7806140First activity
asked in Accounts & Services

Can I upgrade Jump on Demand with an S9 with Cracked Back Glass?

Hello.  I have a Galaxy S9 that has a damaged back glass, but the LCD screen and rear camera glass are perfect.  I would like to JUMP upgrade to an S10, but I'm unsure if the back glass negates me from upgrading before having to repair it through claims.I've seen the questions that have been posted before, and the answers that you will be charged a deductible or damage fee if you send in a phone during an JUMP upgrade that has a cracked back glass.  But I would like to see if there's been a change in policy on this.  A reddit user reported that an internal T-Mobile document that says they've changed their policy on back glass damage.  Can anyone confirm? The document referenced is C2 doc #437077Thank you very much for your help.

3
tmo_chris
Employee
4 years ago
J
jamoy_p88First activity
asked in Accounts & Services

Family Data Plan?

Im in a family plan of 5 with each member has 6gb of data each. 4 of the the family members use maximum of 2gb a month only. My question is, can i set the data of the 4 family members to 3gb each monthly and add the difference to one line? As in 4 lines will be 3gb each and 1 line will be 18gb, which still totals to the alloted family data of 30gb a month?

3
skymorena
4 years ago
K
katycomputersystemsFirst activity
asked in Accounts & Services

Scam Block / Scam ID

If a blocked # tries to call my line, what does the other end hear?Put another way what if someone gets blacklisted, how will they know?I see the caller can report the false positive on T-Mobile Scam Call Reporting aka  https://www.t-mobile.com/callreporting but how will they know they have been blocked?

8
P
4 years ago
M
magenta868996First activity
asked in Accounts & Services

Can you make an account inactive if traveling abroad?

I am traveling abroad for six months and thought that I would keep T-Mobile since they allow you unlimited messages and data, albeit at slower speeds, where I'll be staying. Over a month and a half in, T-Mobile tells me that actually their Terms and Conditions state that no more than 50% of your data can be used internationally in a given billing cycle and that they may shut off my service if this continues. Since it looks like I'll need to buy an overseas prepaid SIM, keeping my T-Mobile account just seems like a waste of money, but I want to keep my number and my service for when I return in July. Is it possible to make my account inactive and pay little to no money in the meantime? Will it matter than I'm on a family plan with family members still in the States?(Secondary question, will T-Mobile really shut off my service if I continue roaming?)

3
tmo_lauren
Employee
4 years ago
R
rhuss1First activity
asked in Accounts & Services

Text messages as html attachments

When I receive text messages from my company's help desk software (Service-now),  they appear as html attachments instead of plain text.The messages are simple text of less then 130 char's sent to my email address -->  xxxxxxxxxx@tmomail.netWhen I was with a different carrier,  the txt messages always appeared as plain text.    Is there a setting somewhere to fix this?

10
B
4 years ago
M
magenta4710320First activity
asked in Accounts & Services

Can I change my T-Mobile ID?

I don't want to change my profile or any details of my profile.  But when I signed up for T-Mobile ID I got this generic ID name for my account.  I would like to change it so that it reflects my name somewhat.  Is this possible?

1
snn555
Pillar
4 years ago
T
temperlancerFirst activity
asked in Accounts & Services

Can't make phone calls

I own a vivo nex S. Everything worked perfectly till today when calls were skipped. I couldn't receive/make any calls. Texts are working fine. Data is working fine. Just calls. Very sparsely I can make a call out(like 1/10). I notice that when I can't make a call, my phone would just hang there and saying "dialing" and after several seconds it would say "call ended" and just hang up. I've already tried the following:Restart my phoneReinsert my simI prefer not to hard reset my phone. Is there any solution to this problem? Any help is appreciated.Edit: When I try to switch my network type from 4G to 3G, the phone completely loses its cell network access. I think that's where the problem is.

7
tmo_mike_c
Community Manager
4 years ago
M
magenta1920786First activity
asked in Accounts & Services

USPS lost my trade-in phone

A little over a month ago, I brought my trade-in LG V10 to my local USPS after receiving my new S8. I assumed that would be it, and T-Mobile would receive my phone within a few days. I had sent it in about 5 days before it was due so I also assumed there would be minimal, if no issues. As of now, over a month later, USPS has absolutely no idea where the package is. I sent the phone back in the same T-Mobile box that the S8 was sent to me in. I put the package labels on accordingly and put the receipt in the box, as instructed by the trade-in instructions. My father, who is the account holder, is now still getting charged the extra $25 every month for a phone that is no longer in our possession, and somehow not even in USPS's possession. As someone who is in college and will need my parent's help financially come August, this extra $25 every month adds up quickly. I've already filed a missing mail report with USPS and I've spoken to numerous T-Mobile representatives about this issue. No

8
B
4 years ago
M
magenta7768264First activity
asked in Accounts & Services

Can I forward SMS to another phone or e-mail if I have a prepaid plan

Any idea on how to set this?

3
snn555
Pillar
4 years ago
M
magenta5631642First activity
asked in Accounts & Services

Promotional Debit Mastercard

Trying to find balance on tmobile debit mastercard promotional offer

7
tmo_mike_c
Community Manager
4 years ago
C
cmo1275First activity
asked in Accounts & Services

How can I update outbound caller ID on additional lines on my account?

I am looking to update the name on outbound caller ID for my additional lines on my account.  Currently all 4 lines display 1 name.  Is this something i can update online or do i need to contact T-Mobile?

2
tmo_mike_c
Community Manager
4 years ago
A
andys123First activity
asked in Accounts & Services

Standard International Calling Rates - Charged Higher than Posted

So there were some international calls made to country code +86 on my number which cost $3.00 per minute.  For a total of 70 minutes, which equates to $210.  However, T-mobile publishes the rate as $1.99 a minute as shown on their website.  As I was on the phone with the agent, I could not provide the link as there is no way to send him the link, but here it is https://www.t-mobile.com/Cms/Files/Published/0000BDF20016F5DD010312E2BDE4AE9B/5657114502E70FF301380BCCA3EB86A4/file/Stan… At $1.99 this at least reduces my charges from $210 to $139.30.and it should be reduced but I have no way to send the link to the agent on the phone.

4
M
4 years ago
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