Accounts & Services

Ask about your plan, added features or offers

  • 5,277 Discussions
  • 19,767 Replies

5277 Discussions

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FX-TechSpeaker
asked in Accounts & Services

T-Mobile Prepaid does not accept new Mastercards for payment - Card Number is Invalid

Hi Guys,So my credit union - Randolph Brooks Federal Credit Union just issued everyone the new contactless Mastercard. They work the same as a regular card except these cards have an RFID chip in them so that they can be scanned by an RF device with no contact. I personally don't like the technology and don’t believe it to be secure, but that’s not the point of discussion. I went to go and update my payment information at prepaid.t-mobile.com, and as soon as I entered in the new card number , the “system” flags it as an invalid card number. Well obviously it is not, as it works quite well at other vendors like ebay, amazon, etc.I called prepaid support and got the run around. Prepaid support are clueless. They have no ability to solve any issues that are out of their small sphere of influence and nobody to call when they can’t solve the problem. They’re not even in the USA. The answer I get is that the “System” flagged it as invalid and there is nothing that can be done about it.Let’s

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6 days ago
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netjake1First activity
asked in Accounts & Services

Blocking specific number from calling

We just signed up for TMobile yesterday and enrolled in Family Allowance. I want to set it up for that specific people cannot call / text my son. How can I do this without blocking everyone?  Thanks! 

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6 days ago
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elle_emmeFirst activity
asked in Accounts & Services

Excellent Customer Service at 3501 Geary Blvd in San Francisco

I would like to compliment Angelique, who helped me upgrade phones today. She was attentive to detail, kind, thoughtful, and went out of her way for each and every customer she came in contact with. Everyone knows how long it takes to switch phones but the time went quickly and she was pleasant throughout. Whatever you are paying her, please feel free to double it. I hope that someone can pass this compliment on to her and let her know she made my day!

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syaoran
Pillar
7 days ago
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RudyJFirst activity
posted in Accounts & Services

New Data Cap on T-Mobile Home internet

Well, T-Mobiles 5G UNLIMITED High Speed internet is no longer truly UNLIMITED. Another case of bait and switch.

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7 days ago
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horsecavtroopFirst activity
asked in Accounts & Services

Where's the technical support chat?

I'll admit it, I'm not usually a fan of technical support chats.  They're largely cumbersome and difficult to deal with.  That being said, there are situations and circumstances in which they're the best available option... when they're available.  Why isn't there such an option here at T-Mobile?  I work a call-center type job from home where I need to be able to receive a call at zero notice.  When that's the case, I need a non-voice option for getting my issues resolved.  Does anyone else see this as a need?

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8 days ago
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krier32First activity
asked in Accounts & Services

Upgrade Multiple Devices

How many devices are eligible for the trade credit ($800 for iPhone XR) on each account. For example, I have 3 iPhone XR’s on my account that are paid off. Can I get the 13 Pro with a credit for each one or is it on the main line only and the sub lines don’t get anything?

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8 days ago
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danialvettori007First activity
asked in Accounts & Services

Inquiry Regarding T-Mobile's go5G Plane Service

Hi,I am reaching out to seek clarification and further information regarding the "go5G Plane" service that T-Mobile has reportedly introduced.I have heard about the go5G Plane offering and its potential to revolutionize connectivity for travelers, but I would appreciate a more detailed explanation of what this service entails.Specifically, I would like to know: Service Features: Could you please elaborate on the key features and benefits of the go5G Plane service? How does it differ from existing connectivity options for travelers, such as in-flight Wi-Fi or roaming packages? Coverage and Availability: What is the coverage area of the go5G Plane service? Is it limited to specific regions or available on select flights, or does it offer global coverage for travelers across different airlines and routes? Device Compatibility: Are there any specific requirements or limitations regarding the devices that can access the go5G Plane service? Do travelers need to use specific smartphones,

0
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8 days ago
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josematbFirst activity
asked in Accounts & Services

Reimbursement from only one phone

Good afternoon.  I recently transferred five lines to T-Mobile and submitted the information from all of them (keep and switch) but only received the reimbursement of one line.  What am I doing wrong? Thanks,Jose

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8 days ago
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gophermanFirst activity
asked in Accounts & Services

Is this what being a T-Mobile customer is like?

I’m here to ask while I still have a chance to escape T-Mobile if I need to. So I took advantage of the promotion that T-Mobile had where you could get $800/phone when you trade in a qualifying device when activating a new line of service. I had two iPhone XS and a Galaxy S9 from Verizon that I was trading in and porting in the new number. That was Tuesday evening (1/11/22). The call was all over the place and didn’t go smoothly but it seemed like it ended the right way. I asked multiple times to confirm I would be receiving the $800 credit towards each of my new purchases, paid the tax, and submitted the order over the phone. I received the new phones on Thursday evening (1/13/22). Due to the fact that I needed to make sure all of our stuff was backed up on our phones and my mother’s, I couldn’t activate the phones right away. I did it today, 3 days later on 1/16/22. Before I confirmed the order, I asked if boxes would be sent so I could ship the trade-ins to T-Mobile. She said that t

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8 days ago
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beyonddisappointedFirst activity
asked in Accounts & Services

Defective NEW phone and store that won't give me new one

I bought a NEW Galaxy S10 on 6/21/19 from T-Mobile, Northport, NY and it was defective.  Brought it back on 7/3/19 and the T-mobile rep EDDIE M. tried to change some settings.  I was well within the 14 day "Buyers Remorse" time frame to get a new phone.   Rep EDDIE M. said "dont worry, if this doesnt work, we will waive the fees and get you a NEW PHONE".  His efforts did not work.  I went back in and he ordered me a NEW PHONE.   For some sketchy reason, the NEW PHONE could not be shipped to his store, so it was sent to another store for me to pick up.   When the phone came in, I asked the guy if it was new and he said "NO - it is warranty phone, so it is refurbished".  I told him not to open it that I was not taking it.  I called T-Mobile and they said I had to go back to Northport store.When I spoke with Eddie, he couldn't understand why this happed and assured me AGAIN, that I would be getting a new phone.  He'd spoke with his manager.  I was then stalled and brushed off for 2-3 week

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9 days ago
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magenta6940985First activity
asked in Accounts & Services

Call Forwarding set up on-line

Can I set up call forwarding on-line?

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9 days ago
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YXAFirst activity
asked in Accounts & Services

Feature Request: Disabling SMS Text if Google Authenticator is enabled

Hi, I am glad that T-Mobile has made Google Authenticator available for 2 factor authentication, but I would like to be able to disable SMS text and the security questions once I have configured Google Authenticator for 2FA.  I believe that this would improve security, specially in the wake of the T-Mobile data breach. I’d like to hear from a T-Mobile representative on this topic, and when we might expect such an enhancement on the T-Mobile website? Thank you.

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9 days ago
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NicholeKSURookie
asked in Accounts & Services

Extra EIP payment just reduced monthly auto pay?

My daughter just added a new phone to our plan, but wants to pay it off early.  She pays just a little extra each month.  I am set up with auto pay; however, went online before the deduction date and made her small payment as an actual extra EIP payment.  All that did was reduce the actual auto payment.  Any advise would be helpful.  I’ve been a Tmo customer for over 20 years and their customer service when you call in has really gone downhill.  :(

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10 days ago
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RichNJFirst activity
asked in Accounts & Services

Will I lose promotional device credits if the phone number originally assigned to the device was changed due to porting or a change in responsibility

For the past year, I have had a T-Mobile Magenta Max Military family plan with 6 voice lines associated with 6 devices all being paid off with promotional credits.  One of these 6 devices, a Samsung Galaxy S23, was intended for my personal use, but since most people contact me using a business phone provided to me by the company I work for, I rarely used the Samsung Galaxy S23. I recently left this company and they allowed me to retain that business phone number via a change in responsibility to “port” that number to my personal Samsung Galaxy S23.  I contacted T-Mobile and was told they could change the number on my Samsung Galaxy S23 from the number it was originally assigned to the number ported from my previous company and there would be no change in my monthly billing.  Although I generically use the term “Porting”, I’m told this is actually a “change in responsibility” since company business phone was also on T-Mobile.  a job which provided a business line paid by the company.The

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10 days ago
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Rob56First activity
asked in Accounts & Services

T-Mobil Not Honoring Their Agreements

T-Mobil quoted me a price and after 4 months still will not honor it. They told me I had a $1000 credit for a new phone and it would cost nothing for me to trade in my old phone and now they are trying to charge me for it. Promised a $200 credit for signing up and you guessed it no credit to date. Every time I talk to a representative at the store about my problems they play with the computer, go in the back room, look at their phone and 2 hours latter tell me they have fixed the problem and nothing changes. The bill is still way over what they promised and no credits. I can feel they are just trying to wait me out, hoping I will give up. Does anyone know how to get some help to either get out of my agreement with them and move on or to make them honor their agreement? It amazing that this company seems to have a policy of promising things they have no intention of providing!   

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10 days ago
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thanhdoFirst activity
asked in Accounts & Services

T-Mobile proprietary Credit Score

I received a paper from T-Mobile that I got proprietary Credit Score.Does it add to my Credit score in my Bank of America bank?Thanks

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10 days ago
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Rob56First activity
asked in Accounts & Services

How to get T-Mobil to honor their agreements

How can I get T-Mobil to honor the agreements their representatives made when they sold me my plan? I have been trying since my first bill came in. I have spent over 8 hours over four visits to the T-Mobil store and no matter how many promises are made by numerous different T-Mobil store associates nothing changes. Is this your business plan?

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10 days ago
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thanhdoFirst activity
asked in Accounts & Services

Is anyone know T-Mobile Vietnamese line?

Is anyone know T-Mobile Vietnamese line?Thanks

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Community Manager
10 days ago
Elemis
ElemisRookie
asked in Accounts & Services

what is happening?

I am getting the run around so bad!!!! I can’t check on a device that they’ve been saying for a week is coming 🤷‍♀️I can’t get a straight answer from anyone!!!

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11 days ago
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elliwigySpeaker
posted in Accounts & Services

Sprint/T-Mobile Lease Breach of Contract

I am writing this to bring light to something I haven't seen being discussed and that I haven't received any resopution for. My issue is with Sprints "Flex Lease". The options for the Flex lease that I agreed to and as listed in my contracts are:- All options are for after you pay 18mo payments*1. Pay remaining "purchase amount" once 18mo is up which typically is the amount of 6 more payments in one lump sum to "own" the device.2. Pay the purchase amount after the 18mo is up but pay it by making 6 more monthly payments to own device.3. Trade in the device and get another one (i.e. upgrade.)4. Trade in device and cancel the line.5. Do nothing and continue to pay a "lease charge" which is basically a full monthly device payment (no credits or promotional prices you might have paid for the 18mo) of which none of this goes towards purchasing/owning the phone. Once my leases were up on two of my lines, I went to select the 6 monthly payments to ownthe device as my contract stipulates. Howev

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11 days ago
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wectmallFirst activity
asked in Accounts & Services

Email customer service

what is the email address of customer service?thanks

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12 days ago
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Matt4112First activity
asked in Accounts & Services

How can I leave positive feedback for a rep?

Hey there -  I have made at least a dozen calls to fix an issue I was having with my monthly bills. I was about to quit service, but I had a rep FINALLY able to fix my issue permanently. Is there any way I can leave a positive review for her? She was fantastic and I don’t ever want to talk to another rep. -M

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12 days ago
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TaxProsFirst activity
asked in Accounts & Services

My business Caller ID name appearing incorrectly on T-Mobile phones

Hello! My business phone provider - which is handled by Spectrum Voip - displays my business name correctly at all of the other mobile providers, but for some reason it displays the name of a former employee when a T-Mobile number is called. I spoke with Spectrum and they confirmed that they have my business name properly listed on their end and informed me that the issue would then be on the receiving end. I spoke with T-Mobile customer support, and they told me that since I do not have a T-Mobile number that there is nothing that they can do??? I read through some of the other posts on this topic and it appears that there are 3rd party providers that could also be the cause, any guidance on how I could go about having this corrected with T-Mobile or 3rd parties is greatly appreciated.

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12 days ago
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ethel0902Novice
asked in Accounts & Services

i would like ask if my carrier mobile phone still under contract

hello good dayi buy iphone 14 pro max under my checking setting my mobile phone is sim locked under t- mobile network. cant you help me to check if my mobile phone if still under contract of  your good company?

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gramps28
Pillar
13 days ago
3
3108749524First activity
asked in Accounts & Services

Familywhere issues

Up until last week I was able to locate my 5 family members (including myself) using this service. Now all 5 lines give are unable to show me the map location. Each line gives me the message "family member was located, but the address could not be determined"  Please help.  I have tried calling customer support with no results.

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13 days ago
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