Accounts & Services

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  • 6,580 Discussions
  • 21,788 Replies

6580 Discussions

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ap5555First activity
asked in Accounts & Services

Ongoing website issues

For several months, I have attempted to do things online such as add a line to my account, upgrade an existing device, etc. I have tried using the mobile app, using the web from my phone, and using my PC, but I always encounter an “Oops! We hit a snag!” error, or another error depending on what I am trying to do. I have read from others that this has been an ongoing issue for a few years. At this point, I have 6 days left until I am billed the entire amount remaining for my existing device if I do not either upgrade or set up an installment plan. I would also like to add a line to my account for a family member, but have been unable to do so. I really do not want to have to go into the store for many reasons. Additionally, on certain screens, it is saying that I have a yellow iPhone 11, and I do not. It is purple, which it does show on other screens. So, I am not sure what that is about either. How can I get this taken care of without having to visit a store in person?

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11 months ago
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sdobynsFirst activity
asked in Accounts & Services

Seeing my phone calls

I want to look at all calls for a certain date. Is there a way to do that?

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11 months ago
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magenta8635910First activity
asked in Accounts & Services

payments problem

I can't use the credit card I used 3 months ago. Last month, I was denied online payment with the same card. When I contacted the bank, I was told that there was nothing wrong with it. Certainly, payments other than T-mobil can be used. I contacted customer service and told them that I was able to connect with a specialist and pay, but this month I had the same problem again and customer service is ignorant and can't solve anything. Besides, I couldn't even pay from my checking account information. Please improve the poor system somehow. Everything is a T-mobil saide issue.Thank you

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11 months ago
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JamnoutFirst activity
asked in Accounts & Services

what are these "(TI) mobile internet plans"?

First question: what does this "(TI)" stand for?Second question: And is it better then the 5g plans for mobile hotspot devices? I'll include a picture of what I'm seeing. 

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11 months ago
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Luckie828First activity
posted in Accounts & Services

grace 1775826134

Grace spent over an hour trying to save my account. Due to no fault of her own I did switch. But she was the most pleasant person I have ever spoke to. I am used to it’s not my problem people and she treated me like the most important customer. Literally made my day. I woke is customer facing service and I strive to be like her. Thank you grace!!

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11 months ago
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Myisthebirthday23rdFirst activity
asked in Accounts & Services

puchased a iphone 12 pro and the saller on my military basestolte my money

I was trading in my phone for the $830 promotion and the only T-Mobile dealer is charged me a installment fee of 349.99 and nothing else then said the system malfunctioned I would have to swipe my card again then he told me t mobile will return my money in 3 days. Because I was in rush I left and said I would come back to resolve the issue he said ok. I come back that day with proof that it went through and my bank statement saying I was charged he said again sense it’s still processing it will be a 3 days until you get your money back I then called T-Mobile expert on day 6 of the incident 2 hour wait for someone that totally hang up on me and was very rude. I had to call again and mind you I am active duty in the army so I don’t get that much free time. I I’m on hold for another 2 hours for someone to put in a claim she puts in a claim instead that I would have to have a order number which I don’t have I gave a reference number that was on the T-Mobile receipt I had got from a t mobil

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11 months ago
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RiaFirst activity
asked in Accounts & Services

Can my spouse pick up my new phone in store?

My spouse isn't the account holder or an authorized user. Can he still go on my behalf to pick up my new phone in store?

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11 months ago
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Rodan49First activity
asked in Accounts & Services

Just moved from Boost

I just moved from Boost and ported 2 numbers and one worked and one didn’t. The one that says “invalid sim” and has the mobile data slider grayed out is an LG K51. Went to the T-Mobile store and they tried 2 different sims but it still won’t work. No calls or texts can be sent or received. T-Mobile technical support tried for 2 hours yesterday to find the problem to no avail so they said let it sit overnight to see if that helps and of course it didn’t. Yes, we have tried multiple network resets and powering off and on. Still can’t connect. T-Mobile said they would call me today to see if it is working but I haven’t heard from them. Please help.

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11 months ago
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BoSox79First activity
asked in Accounts & Services

Extending Military Suspension

Our account is currently under a military suspension due to an overseas assignment. However, it appears our time will be extended 9 months beyond the 39 month limit. Is it possible to resume our T-Mobile account for a month, and then suspend it again to restart the 39 month clock?

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11 months ago
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Mike_MFirst activity
posted in Accounts & Services

Connection Strength is "weak" but download speeds very good

Hello: I just installed the new T-Mobile Internet Gateway.  I tried everywhere in my home, (near windows, second floor, etc) and still getting a weak signal.However, even with a weak signal, my download speeds reached 373 Mbps and upload speeds of 10.02 which is a big difference from what I had prior. Does not appear to have a direct relationship between the connection strength and the speeds in my case.Any thoughts? I would like to improve the connection but cannot, no matter where I place the gateway.Thanks, 

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11 months ago
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alxhaskinFirst activity
asked in Accounts & Services

Lost phone

I lost my phone the other day. Blocked it and all. I was due for an upgrade so I did that but it keeps getting sent to an old address. I updated the address, yet it was sent out to it again. Maybe I didn’t change it in time but man its been a while and I need it. How do I ensure it will go to the correct address

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11 months ago
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bicameral2First activity
asked in Accounts & Services

when will you tell your customers what info of theirs was stolen in the recent hack?

you were hacked. news is saying it’s alot of info on your customers.  what did they steal, and what are you doing about it?

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11 months ago
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ferreirae1First activity
asked in Accounts & Services

Email to SMS no longer working

I work for an EMS Agency who utilizes Email to SMS delivery for call assignments for ambulance crews. It appears that while T-Mobile is acknowledging receipt of all sent emails, none of these are being delivered to the individual users. I suspect T-mobile is flagging these emails as spam even though they are SPF, DKIM, and DMARC validated. What can I do to help my ambulance crews get their text messages?

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11 months ago
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ohdavidjFirst activity
asked in Accounts & Services

T-mobile total block my unemployment website after log in

 When I called Washington State employment security department said that T-mobile blockafter log in I can’t claim my unemployement claim Department said you have contact T-mobile to make sure get a security releaseDavid J Ohdavidjohagency@gmail.com

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11 months ago
yvonnea
yvonneaFirst activity
asked in Accounts & Services

Call & Text On Other Devices

Have a GalaxyTab S6 and a GalaxyS21. Both are set for “call and text on other devices" so I can make & receive calls and texts on the tablet. Used to work fine. Both tablet and phone show they're connected. But I can't call protest from the Tab S6. Texts snow they failed to send.Have cleared cache and data, turned it off, restarted, nothing works.This is a very convenient feature so I'd like to get it working again. Any help is appreciated.  

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yvonnea
11 months ago
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magentjoeysopena8055165First activity
asked in Accounts & Services

bill payment inquiry via LIve Chat

I would simply like to use “Live Chat” customer service and I am finding this to be VERY frustrating.  Any help on this is greatly appreciated!  I have a few questions to ask about my auto pay . 

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11 months ago
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waiFirst activity
asked in Accounts & Services

ONE plan VS to magenta

what difference on ONE plan / magenta 

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11 months ago
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lu2021First activity
asked in Accounts & Services

linked phone number

i had a prepaid plan with my old provider until 2022 but now i could not transfer this old number on my new prepaid tmobile plan and new phone which is activeI have a linked phone number.how can i resolve that?thank you

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11 months ago
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newguy90210First activity
posted in Accounts & Services

Please consider adding other MFA options

I do not use Google Authenticator. I have RSA SecurID and MS Authenticator. Please consider adding these other fine apps as MFA alternatives.Thanks

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11 months ago
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conedudeFirst activity
asked in Accounts & Services

Data Breach

Hey, T-Mobile.  Why is it I have to find out about your HUGE data breach via social networks and not from you directly??I’ve not received a call, text or email from your company in regards to this.  It sounds like a huge miss on your (corporate) part to be protectors of my (and millions of others) sensitive data.It’s not like you wouldn’t know that you are a constant target for such attacks.  It seems that corporately you are not very good at securing your clients data.  Shame on you.  And shame on me for trusting you.I’ve been a loyal customer for many years and recognize that the task of protecting data is a never-ending challenge, but you guys really dropped the ball.I am back to re-evaluating my business relationship with your company.  Perhaps I can find a different vendor that takes data protection more seriously.So, thanks T-Mobile for keeping me in the dark about allowing my data to be compromised.Signed,A Unhappy Customer

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11 months ago
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Phil_TFirst activity
asked in Accounts & Services

fourth data breach since 2020!

I heard on the news about ANOTHER data breach on your system! Apparently you will be informing the customers affected but I am furious that this has happened again.Whoever the buffoons taking care of your network security should be fired or at least they should have been fired with the first incident. I want more information about what data was breached.

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11 months ago
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FrozenthiaFirst activity
posted in Accounts & Services

Assurant is a security risk. And fix your website.

mytmoclaim only requires a phone number, and a postal code to check a claim. That’s it. No authentication whatsoever, no SSO with T-Mobile, no two-factor authentication, no anything. And if you know a phone number, you can deduce the zip code. And that’s all you need to see the customer’s name and address. This is unacceptable. This is mind-blowingly unacceptable. First, their website (which is on two different domains and your website lists both at different places) looks and acts as if it was made in 1995. Since they are able to connect to your systems, then that is also a cause for concern regarding the recent data hack. Seriously, what even is this? What have you fixed regarding the recent hack if THAT abomination can connect to you?An attacker can write a bot and query mytmoclaim all day. In fact, if I know someone casually says “Hey I replaced my phone”, I can just check and now I know their address. And, to top it off, if someone’s finished a claim - doesn’t matter. The last cla

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11 months ago
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gmcmenimenFirst activity
asked in Accounts & Services

Primary Account Holder

Apparently my daughter’s line is the Primary Account Holder on the account but I have all of the login information. We have four lines on the account.  I went in today and added the MFA to the account and then every time I login now, it will only allow me, standard access, to see only my phone information on the account,  And the Primary Account Holder has no way to log into the account.  I tried with my daughters number.  No other way to log in except my number

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11 months ago
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JBhotspotFirst activity
asked in Accounts & Services

I have a t-mobile hotspost only and I can't create a login to pay bills!

I have a Hotspot only, a Mifi device, that I bought from a t-mobile store. I can’t create a login with this number to create an account and be able to pay my bills. It seems strange that t-mobile won’t let me pay. LOL Does anyone know how to get a login if you’re hotspot only? Thanks in advance.

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11 months ago
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tbelmegaFirst activity
asked in Accounts & Services

Checkout form broken?

Hi,I’m trying to buy a prepaid plan and sign up as a new customer. I’m getting the error “Invalid/missing information in payment item” on submit, although the form validation suceeded before submitting.I tried 3 different card, it’s definitly not a credit card issue.I took the screen shot to provide your engineers with the necessary context, hopefully you can fix the issue quickly and I can become a customer. The response payload is:{"errors":{"error":[{"code":"102","subStatusCode":"ORDER-1157","userMessage":"Invalid/missing information in payment item.","systemMessage":"ERROR_SOURCE: ERICSSON-ON; ERROR_CODE: 102; ERROR_SUBSTATUSCODE: CBiO-ONOCE00362; ERROR_MESSAGE_DEFINITION: Invalid/Missing Mandatory payment attributes at payment item - cardHolderBillingAddress; ERROR_MESSAGE_EXPLANATION: Invalid/Missing Mandatory payment attributes at payment item - cardHolderBillingAddress; WSIL_TRANSACTION_ID: 0affffff00017b612799e800e9580cc3;"}]}}

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11 months ago
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