Accounts & Services

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  • 5,274 Discussions
  • 19,752 Replies

5274 Discussions

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KaticeRookie
asked in Accounts & Services

Missing Phone Numbers and Texts from Usage

I read the answer from a year ago and that can’t be correct. My text usage has numbers from friends and family that are iPhone to iPhone and on the “wireless network”. If those numbers show up, why wouldn’t all iPhone numbers? And regardless, the phone number(s) on my usage history should always be there. I have messages from only 1 day that don’t have a phone number on my usage report. 1 day. Wouldn’t it more likely be that there was a network error on that day or something more plausible seeing as how most of us with this issue have seen our other iPhone to iPhone texts for months. 

11
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1 year ago
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Patrick GaulFirst activity
posted in Accounts & Services

Whitelistandregularusage plan? Really?

It is truly amazing how some T-Mobile tech support people are so completely useless! After waiting on hold and being subjected to inane music, and a recorded message that tells me how important my call is, and that I have “a team” of support people on my side… I get no answers!My wife and I have been struggling for two days to set up our new iPhone 12 Pros, and especially trying to configure the dual SIM feature. From in store clerks, to local tech support, to the two levels of 611 tech support - and even to two levels of Apple support - nobody understands how (or even why) one might setup an eSIM. I actually found that now I know more about it than all of the techs that I have spoken with, and was giving them advice!After all of this, and with a variety of data connectivity issues, I finally got my phone working. My wife’s phone (the second phone on our account) was intermittently dropping, or failing to connect to data. Rather than the “Cellular Plans” option in settings displaying t

13
K
1 month ago
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magenta9529795First activity
posted in Accounts & Services

Porting Problem Google Voice to T Mobile

I transferred my number from google voice to T Mobile, sharing my experience to help others.Setup google voice mail pinAsked T Mobile rep to port my google voice number over my existing t mobile number by giving phone number as account number and voice mail pin as pin number Number ported over successfully in 15 minutes, message received from t Mobile and google voice that number has been successfully ported.BUT THERE IS A PROBLEMPorted number from google voice not working (if you call it says subscriber you are dialing is not active. Old t Mobile number still active.Noticed in my t Mobile app, my line is deleted while others are active.Called two times and reps said to call after 24 hrs, standard answer.Same issue after 24 hrs, talked to 4 representatives and they tried everything, rebroadcasting, channging phone in Apple ID, apple rep was involved etc etcBegged last rep to see why line was not active on my account. She did something and it worked . Phone was disconnected while she w

1
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1 year ago
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keboogyFirst activity
asked in Accounts & Services

Do you lose your number if you don't pay for prepaid?

Hi all,I have been overseas for a year but I will be returning to the US soon. I didn’t continue paying the $40 plan I was on, and it’s probably over the time frame where I can.Does this mean my number is now lost? I am planning to return to the US soon and I would like to get my phone number back. Is there a way I can pay for it again?I tried logging into my T-mobile account but it wants me to link a phone number to the account, and I can’t receive the text verification because I am still overseas. Does this mean my number is lost already? Thanks in advance. 

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syaoran
Pillar
2 years ago
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SmokeyShadows2021First activity
asked in Accounts & Services

Blocked Text on bill?

We have a certain number blocked on our phones in our family. However, in looking at our phone bills, that number shows up as an outgoing text (only) on a couple of isolated occasions. Person whose phone line it’s under swears they didn’t make any texts but can’t explain why it’s showing up. Any thoughts?

4
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2 years ago
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SoloPham01First activity
asked in Accounts & Services

Switching from T-Mobile One Amplified to Magenta Max

So I have a question switching plans. I am currently on the T-Mobile One Amplified special plan pricing through my mother’s UPS discount scheme (I believe it was a family plan discount).  Since then, T-Mobile discontinued the T-Mobile One and One Amplified plans and updated to their Magenta plans. Of course we still are on the old plan with that plan’s benefits but I was wondering if we can update our plan to the Magenta Max plan at no additional cost or changes to our bill, especially since the Magenta Max has better features compared to our current T-Mobile One Amplified plan. How can we make the switch if we want to and will we be charged additionally? Do we have to make the change through UPS? Thank you. 

2
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2 years ago
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ToddFirst activity
asked in Accounts & Services

Sorry, that SIM card is Reserved.

I ordered a T-Mobile prepaid SIM a few days ago and it arrived earlier today. When I try to activate it I get the message “Sorry, that SIM card is Reserved.” So I called customer service and had someone tell me, after a long wait to talk to them and a longer wait talking to them, that they were referring it to the “back office” and that I need to wait two hours.I wait over two hours and eventually call back and apparently there is a two hour queue just to speak to someone. So while I’m in the queue I open up a live chat with a rep and am able to be spoken to slightly quicker. They redirect me to the prepaid customer service, apparently they’re different, and the guy who I speak to, after I told him I’d waited the two hours, tells me I actually need to wait two and a half hours. By this point it had already been over three hours, I tell him this, and he tells me to hold on before HANGING UP ON ME. I’m almost certain he did this intentionally.Luckily, I’m still in the chat with the other

2
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2 years ago
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magenta7323431Rookie
posted in Accounts & Services

keep getting threatening enails about equipment that was returned

I keep getting threatening emails from T-Mobile after I returned a modem using the label T-Mobile provided. The modem was properly presented to the UPS store without any damage, they checked the modem and boxed it themselves. I kept the processing and tracking paperwork the attendant provided and it includes a tracking number as 1Z0545229095656395, “recieved by TMO GRC” on May 20. 2021.  

10
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9 months ago
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realtrinityFirst activity
asked in Accounts & Services

T-MOBILE: What is your issue with linking T-Mobile MONEY with Mint?

Really?  Mint is trying to work with you to get linking with them accomplished.  Are you unable to do so because your security and infrastructure is unable to support on your end?   If so, how can you expect consumers to trust you with their money and leverage your banking product?  I will NOT use your banking product until such time that you have successfully implemented securely interfacing with Mint.  Please make this a priority on your “Future Enhancements” list(s).

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1 year ago
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neonchaos711Rookie
asked in Accounts & Services

How do I check/change PIN

In order to get help with an internet issue I’m having, I keep being asked for my 6 digit PIN. Only issue is that I don’t remember it. I’ve tried using the T-mobile ID option, but the Edit PIN/Passcode option isn’t there. I’ve tried using this number (1-877-453-1304), but none of the options it gave were related to the PIN. I also don’t have a phone that can run apps since it’s not a smartphone/android of any kind, so I can’t just use that for my issue. I’ve been without my service for over 2 weeks because I can’t find anything to help me either fix my issue or get me my pin so I can just call about it. How do I get or change my pin if the only options I keep finding don’t work?

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syaoran
Pillar
2 years ago
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magenta7736104First activity
asked in Accounts & Services

Enhanced Caller ID not showing caller id or contact name on Visual Voicemail

Visual Voice Mail with Enhanced Caller ID turned on will not work on Samsung Galaxy 20 G Ultra.  Only phone number is showing even if the number has a name associated with it as a verified identity or one of my contacts. Turned off and on, updated, but no joy.

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9 months ago
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dissatisfied customerFirst activity
posted in Accounts & Services

Beware the Trade-In Scam

I’ve been a Tmo customer for over 20 years and they used to be Customer-centric. The good old John Legere days. I recently traded in a perfect condition iPhone XR for a new iPhone 12. It was explained to me in great detail that it was effectively a free upgrade… I send them my old phone, pay the tax, and then get bill credits for 2 years until the phone is paid off.I noticed a recurring charge and called in to ask why this supposedly “free” phone was costing me so much. I got ZERO resolution. No help. Customer service has become rude and unhelpful.DON’T GET YOUR PHONE FROM TMOBILE

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1 year ago
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YOURFACERookie
posted in Accounts & Services

READ FIRST BEFORE FILING INSURANCE CLAIMS THRU ASSURANT

For anyone requesting a replacement phone for a defective phone, you may want to consider opening a lost/stolen device claim instead of a defective replacement claim. Read your insurance documents to ensure this is true for you. They are provided on the Assurant claim site when filing a claim after entering your device details.For lost/stolen claims, you'll receive your replacement for the same deductible charged if you opened a defective device claim without the responsibility of returning the defective device back to Assurant. By responsibility, this means being responsible for any and all charges if the device does not make it back to Assurant. This charge for a non-returned item can be as much as half or more of the returned device's cost if purchased brand new If you have a tier 6 device, this can end up being a surprise charge of $600 on your phone bill that you'll be responsible for paying as Tmobile or any phone carrier using Assurant for the services can do nothing about excep

5
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7 months ago
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jonmeister123First activity
asked in Accounts & Services

Change auto pay date NOT billing date

Is it possible to change when Autopay is processed and applied to the account. Autopay is set for the 7th and would like autopay to come out on the 2nd instead

5
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3 months ago
rbob
rbobHelper Level 1
asked in Accounts & Services

Is Netflix on Magenta 55+ and Magenta MAX 55+ a "real" Netflix account?

With Magenta 55+ and Magenta MAX 55+, can the Netflix service be used other than on the phones? Like on the Roku box at home?

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Pillar
8 months ago
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deepsanddonnyFirst activity
asked in Accounts & Services

Overcharged every month, how do I get this resolved?

I’m on a trade in promotion for two phones, but every month they add a charge for one of my phones. I’ve been overcharged every month for the last 4-5 months and every month I call in to get the credit. I’m given the credit every month, and told that it shouldn’t happen again, yet every month the extra charge comes through. I shouldn’t have to call in every month to get this resolved, but nobody seems to be able to make this update a permanent one. Any ideas on who to contact or how to get this fixed?

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3 months ago
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CynicalCriticFirst activity
asked in Accounts & Services

Why does T-Mobile Make Magenta - Military Verification so difficult?

#1 … I used my VA ID to authenticate who I was when I opened my account. Shouldn’t that suffice as verification for a Military Magenta Account?#2 … Why does the date of separation in the verification app only go back top 2001? Are there no people who served in the military prior to 2001? Here I am! Living Proof!#3 … If there are specific parameters for uploading proof of service, why are they not listed on the page next to the upload tab/button? Just spell it out … i.e., we accept jpegs, gifs, tifs, & png files up to 1mb in size.Why does it always have to be a guessing game with these tech gurus? Are they not supposed to be “IT Specialists.” Is “user friendly” even part of the vernacular at T-Mobile.Likewise, if there are specific documents, that SheerID accepts to verify your Military affiliation, why not spell them out in black and white? Or at least provide a link to the SheerID webpage where they define the criteria for verification of your military service.Having left Verizon

4
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1 year ago
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OleksiiFirst activity
asked in Accounts & Services

Reset PASSCODE by 611 doesn't work

My wife can’t signup in her account. Because she don’t know her PIN/Passcode.She has message: Hmm, that PIN doesn't match our records. Give it another shot.She called to 611 and change PIN code (few times), and noting.What we should todo?

2
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2 years ago
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NglshmnFirst activity
asked in Accounts & Services

number transfer PIN

I’m trying to transfer my number for my iPad to another carrier.They say I need a PIN, to allow T-Mobile to start the transfer.Is this the same PIN noted in my account settings? I can’t remember it, or view it via the account settings page (the arrow just doesn’t respond when I click on it.) I also can’t seem to reset it either.

4
K
3 months ago
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AP_2021First activity
asked in Accounts & Services

how to get my phone pin/passcode

My phone broken and can’t turn on. How to get my phone pin/passcode? I tried to login my online account and clicked <change your PIN or passcode> button, it showed up my account info, but there is no pin/passcode. Please give advise.

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syaoran
Pillar
2 years ago
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ckellyFirst activity
asked in Accounts & Services

Get fee waived

How do you get a late fee waived? I pay my bill on almost the same day every month and for some reason I was charged a late fee on this bill. My payment is due on the 16th and I usually pay on the 19th or 20th ~ why out of the blue am I getting a late fee? Also, how do I get a mid-month line removal credited to my account? My son’s line was removed (he opened his own T-Mobile account on 5/11) and I am being billed for the full month of service. I was advised, by an agent named Tiffany, this would be adjusted and reflected on my next bill, which is wasn’t.

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1 year ago
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kennethrayHelper Level 1
asked in Accounts & Services

TMobile Money is not available Quicken Users...

This issue (re ability for TMobile Money function w Quicken) was originally raised over 1 YEAR AGO, and has yet to be accurately answered, much less resolved. For some unknown reason, the issue was marked, SOLVED - which is the farthest from the truth.Would someone from TMOBILE please respond with a real answer, other than “check with another department”. What type of customer service team expect the paying customer to do the leg work for answering a question. This type of response is known as ‘customer -NO-service’, along with a few other terms that come to mind.Would someone from T-Mobile PLEASE get involved with this urgent issue and provide timely resolution. Be sure to review T-Mobile’s response and pay special attention to the content highlighted in RED. I’ve copied the previous comments mentioned above and provided a link to this as well. UNRESOLVED Quicken Issue marked as SOLVED in error T-Mobile MoneySOLVEDT-Mobile Money1 year ago6 replies763 viewskbmtech121793First activity2

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1 year ago
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ElnathFirst activity
asked in Accounts & Services

"T-Mobile Notification: Equipment Modified", is it a scam?

I received an email titled “Your T-Mobile Account has been updated“ from T-Mobile customer support this morning, but my account (T-Mobile Phone#) was pre-paid and should have already been expired.The message body is as follows.> T-Mobile Notification: Equipment Modified> Dear Customer,> Equipment has been modified for device # **********. The imsi has been changed from # *************** to # *************** .> Sincerely,> T-Mobile Customer Service(Note: “***”s in original message are filled with actual number.) Is it a scam, identity theft or something?To whom and how should I report this email?Thank you very much for your support in advance.Best regards, 

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gramps28
Pillar
1 year ago
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michaelphillFirst activity
asked in Accounts & Services

Need help with MLB.TV subscription

I'm a T-Mobile customer and, just like I do every year, I signed up for a free subscription to MLB.TV on March 30th (via the T-Mobile Tuesdays app). That said, every time I try to sign into the MLB.TV app on my smart TV or computer, I get a message telling me I'm not a current subscriber. Can you please help me sort this out?

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syaoran
Pillar
1 year ago
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goodchoiceFirst activity
asked in Accounts & Services

Email to text not working

I’m unable to send an email to my phone’s email address.  I’ve tried from my Gmail as well as my Comcast accounts.  This is the bounce back message:“The response from the remote server was:550 permanent failure for one or more recipients (xxxxxxxxxx@tmomail.net:blocked)” The issue has been going on for quite a while - nearly 6 months that I’m aware of.  Is there a fix for this?

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1 year ago
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