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  • 4,603 Discussions
  • 19,747 Replies
4603 Discussions
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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
3 years ago
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vkajiFirst activity
asked in Accounts & Services
Free Netflix

How do I join “Free Netflix” plan as I recently joined T-Mobile Magenta Plan. Can some one send a link and steps on signing in onto Netflix? Thanks,

2
magentatechie
Employee
3 years ago
S
sharpdesigerHelper Level 1
asked in Accounts & Services
Shipping Label To Send Old Device Back

So, I have taken advantage of $500 off for Galaxy S20 FE with Trade-In. I have the new phone with me. However, I literally can’t find Trade-In Label or Instructions anywhere on my account. Can someone please help me out in this regard? Also, I did return an unopened OnePlus 8 back to T-Mobile and it was received on Monday. How many days would it take before my account is updated and the device is removed from EIP status?

8
syaoran
Pillar
3 years ago
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UpNorth124Rookie
asked in Accounts & Services
Webguard is blocking websites, I don’t have webguard

When I on cellular, I randomly get blocked by webguard from websites like HomeDepot.com or Menards.com. I have never had webguard on my account. I called into support and they “allegedly” fixed this issue, but now it’s back again. How can I make webguard permanently go away? It’s really infuriating to have to call into support all the time to get this issue fixed . (iPhone 12 Pro 14.4.2, I am the account admin) I’ve already tried all the basic stuff: reset network connections, hard reset, restarting, wipe and fresh install absolutely nothing resolves this problem.Never had or used webguard but yet it keeps blocking me from basic sites. 

7
U
3 years ago
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magenta00000First activity
asked in Accounts & Services
Incapsula Error Code 16 - Access Denied T-Mobile.Com

When visiting T-Mobile.com I get the error code below:I am not using a VPN or Proxy on my end. To be clear, I've never had issue until I visited T-Mobile.com from a public hotspot near my home. When I returned home (literally 5 minutes later) I started getting the Incapsula "access denied" warning. Incapsula won't whitelist my IP address without being contacted by T-Mobile first. Any help would be much appreciated. I've already spent close to an hour on the phone with various T-Mobile technicians with the final response being to Tweet John directly which is totally unsatisfactory. 

8
B
3 years ago
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sonnytarFirst activity
asked in Accounts & Services
Block SPAM callers from leaving Voice Mail

I haven’t seen a good answer to this so let me try the community: is there a way to prevent blocked SPAM callers from leaving voice mail? I have SPAMSHIELD which blocks the cll but it sends it to voice mail. I’m getting several unwanted voice mails a day. How do I block those numbers from also leaving voice mails? Much thanks. 

2
S
3 years ago
J
jayfromtelesalesLearner
asked in Accounts & Services
Netflix On Us?

I've been wondering since it's not stated anywhere, For how long is Netflix on Us? For how long will a customer have Free Netflix?  Thanks in Advance!

4
R
3 years ago
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magenta10409475First activity
asked in Accounts & Services
Trouble connecting T-Mobile Home Internet to Sonos Speakers or Kindle.

In both cases my devices cannot see the T-Mobile router to connect wirelessly nor manually sign in with correct username and password. Help!

3
J
3 years ago
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pdepetrilloFirst activity
asked in Accounts & Services
Cannot send or receive MMS on Sprint

I am a Sprint customer and am having trouble sending and receiving MMS. I had this problem with my previous phone (Moto X Pure), and switched to a new Pixel 4a a few weeks ago which seems to have the same problem. Both phones were purchased unlocked at retail. I have never had any problem sending or receiving SMS.With the old Moto X, when I would receive an MMS with a photo while connected to LTE, a “Tap to download” icon would appear instead of the image in the Android Messages app, but it would never download. If I manually switched to 3G, then it would receive MMS successfully, both new messages and the messages that were originally received over LTE and couldn’t download.With the new phone I can’t connect to 3G at all, and it will not send or receive MMS while on LTE.Looking at the system logs from an Android bugreport there are some errors when I try to send an MMS, mentioning “APN name is x.ispsn”, followed by an error “Can not find valid APN". The log messages are attached.I’m n

1
F
Pillar
3 years ago
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jorsatFirst activity
asked in Accounts & Services
I'm getting two different trade-in values for my iPhone 7?

So I just pre-ordered the new iPhone XR and the current trade-in promotion is that you can get $390 in monthly bill credits if I trade in my iPhone 7. So I did.However, I just checked my trade-in shipping label info/receipt etc. from Assurant and it says "Accepted Offer Value: $121.00" !!!!This is NOT what I accepted, nowhere during the entire processed did I ACCEPT "$121.00".The current promo of $390 for iPhone 7 trade-in is what I accepted.Now, I don't know if I should ship out my old phone when new one arrives. This is outrageous.

8
M
3 years ago
M
magenta6758067First activity
asked in Accounts & Services
Unable to purchase phone online

I've been trying to purchase a phone upgrade for my wife. At least 20 times now and every time I get to the end I get, "oops we've hit a snag". Then it kicks me back to the page showing the phone I want. Anyway to get around this silliness?

45
T
3 years ago
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IamRJFirst activity
asked in Accounts & Services
DIGITS not syncing texts with (main) phone

Hello, my primary TMobile phone is not seeing any of the text messages that are being sent from my DIGITS app (loaded on another phone). If I send a text from DIGITS to any number, it does not sync with my Tmobile phone.  I do receive all text messages to me from other lines.. I just don’t see my replies I make if I send via DIGITS.  Is there something that needs to be done so that I can see what I texted using my other phone?Long story short, after using my other phone (DIGITS) for the whole day, and going back to my primary phone, all I see are messages that was sent to me and not the replies I made.

5
E
3 years ago
9
917-602-0290First activity
asked in Accounts & Services
cancel familywhere plan

canceling amilywhere plan

2
S
3 years 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

10
S
3 years ago
S
SashamFirst activity
posted in Accounts & Services
Tmobile is RIPPING ME OFF

I am so sick and tired of the same BS I have had to deal with in regards to Tmobile. On November 27th my family and I went into a Tmobile store to look at new phones since their were Black Friday deals going on. We opened an account in my name for the phones and the representative told me that I don't qualify for a loan high enough to cover the phones so we used my mom's name instead and she did qualify for a higher loan, thus the phones were all opened in HER ACCOUNT (remember this for later). The representative told me he would cancel the account in my name and the phone would be opened in my mom's name. I thought, "great, don't have to worry about this." and moved on not thinking about this.Come to find out on the 3rd week of January that Tmobile was charging me December and January for these phones when they were not supposed to be charged to me since it was supposed to be CANCELLED "as the representative told me" that same day. I called right away and it took me until the end of F

2
tmo_mike_c
Community Manager
3 years ago
D
DebsFirst activity
asked in Accounts & Services
Linking T-Mobile account with Mint

I want T-Mobile Money bank account to be linked with Mint financial application. Unfortunately, T-Mobile Money account no longer shows up in Mint! I checked with Mint customer care, their response is as below. Seems, T-Mobile needs to respond but unfortunately, there is no response or no interest from T-Mobile technical team to allow this integration.**************************Response from Mint customer care team -“I have located T-Mobile Money web address in our system, it should show for you to add the account but it was removed in 2018 because of connectivity issue. Unfortunately since 2018, all T-Mobile affiliated websites have been blocking our script from accessing our customers information so it is no longer supported. This just means, most commonly that Tmobile isn't working with us in order to resolve. But since the case is still open that means we are still trying for our customers.We are working on the matter, but cannot move forward without Tmobiles help. That is what's hol

11
D
3 years ago
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varncoFirst activity
asked in Accounts & Services
IRS Verify Account via Text Message

I need to get a copy of my tax returns so I can file 2019 and the only way I can get them is through their online process, where you verify yourself 6 different ways and the final verification is entering your cell phone number, and somehow they use that through t-mobile to verify I am who I am and I think send me a text message.There's a thread exactly what I"m experiencing here, it's marked as resolved, but it isn't, if you read the comments.Still can't verify T-Mobile phone # with IRS.gov Due to Covid19, this is the only way to get a copy of prior tax return.My CID and name on account matches what t-mobile has. I've been a t-mobile customer with the same phone number for 14 or 17 years.Help is appreicated.Thanks.

6
F
Pillar
3 years ago
S
steve729328First activity
asked in Accounts & Services
Swapping Phones on same plan

I would like to swap phones with my daughter and we are both on a T-Mobile One plan.  My phone is a newer iPhone 11 and she has an older iPhone XR.  After we make the switch I would like to sell her iPhone xr (it is paid off and unlocked by T-Mobile) and use an unlocked Pixel as my phone.  So my question is, how do I go about doing that?  If I swap the sim cards in the two iPhones now will that swap the phone numbers?  Keep in mind my current iPhone 11 which will be my daughters is not unlocked but we are on the same T-Mobile One account.  Then when I get my new Pixel can I just insert the sim into the pixel (this would be the original sim from my daughters iPhone XR)?  Hope that makes sense, thanks for the help! 

3
drnewcomb
Pillar
3 years ago
L
LikiFirst activity
asked in Accounts & Services
Exchange for a different color

I bought an Iphone 12 pro max not too long ago, the box wasn’t opened, and it’s brand new,  but I don’t have the receipt. I was wondering if I could exchange this phone for another color.

1
syaoran
Pillar
3 years ago
M
maine4me09Rookie
asked in Accounts & Services
How long do I have to send a phone back?

I just bought the Samsung s21 on  promo a couple weeks ago, that particular promo ended, I believe on the 1st of April.  I need to send my Pixel in to receive the promotion credit, how long do I have to send it in, is it 30 days? I received the s21 phone on Monday, the 5th. Thanks 

4
gramps28
Pillar
3 years ago
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wcagee101First activity
asked in Accounts & Services
I cant recieve verification codes from certain sites?

So I've been having this issue where I can't receive verification codes via text from sites like Amazon and Discover but I receive them phone from others. Is this a problem on tmobiles side? I've been talking with Amazon customer service to fix the problem considering I can't use many of the smart home device features but it hasn't gotten anywhere... -_-

12
A
3 years ago
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Matthew.S.ZipfelFirst activity
asked in Accounts & Services
Is there a way to restore deleted text messages on a prepaid T-mobile account? if no, is there an app that will restore all your text messages? Thank you!

I accidentally deleted a text conversation without saving the phone number and did not save some info sent through one of the texts that were deleted. How do I retrieve deleted text messages? I have a prepaid account with T-mobile. I know Verizon had a way to restore messages right through the messaging app, but I have not found anything like that with the T-mobile messaging app. Thank you for your help!

1
gramps28
Pillar
3 years ago
M
magenta5184262First activity
asked in Accounts & Services
Brand new iPhone 8 Plus stolen by UPS

on 06/03/2018 y bought a brand new IPhone 8 Plus RedTMobile send my a confirmación by email order number xxxxxxxxxabout 3 day later UPS send my a email with a tracking number with a estimate delivery time 06/07/2018 between 1 pm - 5pmon that day y was at home and the UPS driver show up at my door with a packet that was emptyI inmedelty refused the packet becaus it was empty .The Ups driver ask my if there was a  phone inside  because he found it strange that the box had no weight .I called t Mobile direct with the information that the Iphone was stolen by UPS.the packet was send back to t Mobile and received today at there warehouseNow my problem is that y have to wait until T Mobile investigations are finished where the iPhone is .why as UPS is to blame for the lost a my IPhone I haved two wait weeks until my money is back or the will ship a new IPhoneI am not happy with  the slow response with my caseT Mobile you can due better than this, why we a a customer have to wait so long unti

3
T
3 years ago
jim_from_nyc
jim_from_nycFirst activity
asked in Accounts & Services
Porting from Optimum cable: has anyone done this?

I am trying to port my phone number from Optimum cable (aka Cablevision) to a new t-mobile line. T-mobile has given me a temporary number and I’m eager to use my old number. With my Optimum PIN number, the port failed. It turns out that Optimum doesn’t use a PIN for porting. I’ve confirmed this with several Optimum people. They say the PIN should be left blank. So far that hasn’t worked either. Has anyone successfully ported from Optimum?PS. iPhone5 was unlocked and working with t-mobile SIM. Area code is local code (i.e. 914). 

1
tmo_mike_c
Community Manager
3 years ago
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EduardosilvaFirst activity
asked in Accounts & Services
order kept on hold

 Hi I just order a iPad Pro and a apple pen and when I check the order status it says "Kept on Hold.” I’ve chat with a representative on T-Mobile and they said “Since you have successfully signed for the e-signature. The status of your order is ready to ship. It is showing the status of your ORDER is 'on hold" because of the shipping queue from the Shipper. You will get notify once it will deliver to you.” This happened to me before and took one week to get solved what should I do? thanks

1
syaoran
Pillar
3 years ago
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