Accounts & Services

Ask about your plan, added features or offers

  • 6,292 Discussions
  • 20,981 Replies

6292 Discussions

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galalxytealFirst activity
asked in Accounts & Services

Username change

Hello,I just singed up today and see that the only way to change my username is through a moderator.How do I do this?

6
G
2 years ago
barcodeable
barcodeableHelper Level 3
published in Accounts & Services

Why did T-Mobile hide my Plan features and included services?

When I go online and check what Plan I have for each line.... I noticed my plan features and services are casually  not posted anywhere, WHY Is this. I don’t need to reboot my computer, or purchase a new sim card.... the problem is that on T-Mobile website my details are not adequately stated as it had been in the past. It casually states and I quote “This plan provides unlimited data and messaging service plus a variety of other benefits”...... umm, i would like to know what those “variety of other benefits“ are.... and my speeds should not slow down to 2GB until I have reached 6GB as opposed to the 2GB mentioned on the screenshot. I’m getting nervous that T-Mobile is plotting on removing some of my features from my line... 

492
sweetpeach
Pillar
2 years ago
J
jleroyFirst activity
asked in Accounts & Services

Early Termination Fee reimbursement failure?

Hello,I switched from Sprint to T Mobile. I applied for the ETF reimbursement sending them my last Sprint bill which shows I paid the remaining $500. It failed. I called customer service who was friendly. I still didn't quite understand why it wouldn't go through but she explained it didn't show something correctly and I needed to resubmit something else.I log onto my Sprint account and find a similar page showing the payment and my account number and things. I submit that and it fails. I literally have nothing else to submit to them and I don't understand. Any advice?

3
P
2 years ago
B
baevidyangFirst activity
asked in Accounts & Services

Switch from Prepaid Family Plan to pay as you go

I would like to opt out of my family plan and switch to pay as you go, in order to keep my phone number while I'm abroad for about 4 years. I'll be coming back to the USA 1 or 2 times a year so ideally I would still need a phone number. How can I do this?

2
S
2 years ago
S
sleepydhekid1First activity
published in Accounts & Services

Retrieve messages

I would like to know how to retrieve a deleted message

13291
snn555
Pillar
2 years ago
S
skyfyreamberFirst activity
asked in Accounts & Services

I need help changing my voice mail prompts from Spanish to English!

Not sure how to change,it back since I don't speak spanish.  I have a Samsung  Galaxy Note 3 Thanks. ..Amber

5
T
2 years ago
M
magenta9680352First activity
asked in Accounts & Services

Topping up prepaid account from outside US

I am outside the US for the next month, but need to top-up my prepaid US T-Mobile account.The T-Mobile website allows me to state which country my credit card comes from, but still insists I enter a US format Zip-code, which my card doesn’t have.If only US credit cards are accepted, why doesn’t the site make it clear?Are there other ways in which a prepaid account can be topped up from outside the US?

5
M
2 years ago
J
joekwongFirst activity
asked in Accounts & Services

new service with e-sim

Hi, All. I am thinking to porting 3 lines from ATT to T-mobile, one of line is iPhone XS with E-sim by ATT, which I want to keep this iPhone XS, and opening iPhone XR. the plan is looking for T-mobile one , my question is can I continue to use Esim with T-mobile ?I have been talked to couple people in the store and customer service by phone. They are all have difference story, some said no, I can't use it with T-mobile one plan, need to use with prepaid service. some of them said, I can to use E-sim on ONE plan, but needs to pay $10 per month service fee additional on top of current monthly plan.I hope someone can verify and give me correct direction. Thanks

4
M
2 years ago
M
magenta8799277First activity
asked in Accounts & Services

E-Sim Post Paid Update

Any update on E-Sim Post Paid ?

2
M
2 years ago
Z
zhangkai0523First activity
asked in Accounts & Services

I'm a Chinese. I can't call or contact T Mobile people.

I'm a Chinese. I can't call or contact T Mobile people. I need to unlock my iPhone 7. Can you help me? My iPhone 7 device IMEI is #######. What else do you need? Please leave a message to me. Thank you very much.

13
A
2 years ago
W
wanyoungFirst activity
asked in Accounts & Services

Double payment.

T  mobile charged double payment in my cards. The problem was that I registered auto payment but it did not work after auto payment. So I thought the card had problem. I confirmed payment  history on my bank account. When I paid the bill through my second card, my phone worked well. As showed my account history, there are two payment. I talked to this issue to customer service employee on the phone call. But she said my first auto payment could not be found on my bill. It's very weird because I saw same payment history on my account at different cards. I told her I want to get refund. She said I don't need to worry about it. Still the issue has not been solved. What should I do ?

2
tmo_lauren
Employee
2 years ago
M
magenta5405005First activity
asked in Accounts & Services

Want to cancel Pandora Premium subscription

Didn't see the fine writing that only one person can listen at a time - doesn't work in a household of 5!  Tried to downgrade in pandora via the app, the app store, online, and via T-mobile support and nothing has worked!  Help!!!!!

18
syaoran
2 years ago
M
magenta5944925First activity
asked in Accounts & Services

How can I temporarily turn off one of the phones on my account

I need to turn off one of the phones on my account temporarily. How do i do that

3
gramps28
Pillar
2 years ago
M
magenta9713414First activity
asked in Accounts & Services

what is my account ballance

what is my account ballance

1
snn555
Pillar
2 years ago
S
sweetsheilaFirst activity
asked in Accounts & Services

Question

Where do I find the forms for Out of The Red phone pay off, I switched yesterday from Verizon. Thank you

1
gramps28
Pillar
2 years ago
M
magenta7658313First activity
asked in Accounts & Services

need to update my address and switch to paperless bill

update address

1
syaoran
2 years ago
M
mamatokidzFirst activity
asked in Accounts & Services

Having problems bringing my spectrum land line number into my prepaid T-Mobile Number

since last 3 weeks trying to port my landline number to my prepaid t-mobile number: always i get same message "There's been a delay in bringing your phone number to T‑Mobile. We're working hard to get it resolved, and a T‑Mobile Care representative will contact you to expedite this transfer. Please be on the lookout for this call.Sincerely,Your T‑Mobile Team"Have confirmed my landline account number, pin, t-mobile number every time i have made request.. anyone can help?

1
syaoran
2 years ago
R
rosekeyshawna16First activity
asked in Accounts & Services

Is the tmobile one business plan eligible for free data roaming in Jamaica?

Is the tmobile one business plan eligible for free data roaming in Jamaica?

2
tmo_mike_c
Community Manager
2 years ago
T
thorngardenFirst activity
asked in Accounts & Services

Why Isn't My Data Working?

Hello there!Earlier today I was using my phone, but I found that it wasn't loading anything. I checked to make sure that I wasn't connected to my house wifi still and that I simply didn't turn on my data, but when I checked, my data was on, but was displaying that my data was no longer supporting my device. I thought this was intriguing, so I went ahead and rebooted my phone to see if it would connect again, but it wasn't doing anything. In the top left corner of my iPhone 6plus, it has been showing three of the four bars are full, and the LTE symbol is there as well. For some reason, it just isn't connecting, and when I check my T-Mobile account to see if there was something wrong with it, I couldn't find anything alarming or different with it. Does anyone have any advice on what I should do? Thank you in advance for a response, have a lovely day/night!

4
T
2 years ago
M
magenta9709468First activity
asked in Accounts & Services

T-Mobile Ottawa (IL) manager's big mistake - Zero solution

On April 17th, I had to replace my Samsung S8 phone which was suddenly malfunctioning. I live in Chicago but was out of town for a short getaway with my family in Starved Rock Park. Once the problem started, I headed to the closest T-Mobile store, which was in Ottawa, Illinois. The store manager tried to fix the problem with the help of the technical assistance, but eventually gave up and suggested to take a new phone and start a new plan (luckily, our current plan would expire a month later, in May). Then - and this is the crucial point - he suggested my wife to also upgrade her Samsung S8 phone (we had a family plan at T-Mobile) even if it was perfectly functioning. Why? Because the same month there was a limited-time promo: one Samsung S10 bought, the second one free ('But one, get one free'). He insisted that the second new phone (a Samsung S10) would cost zero. So we said yes. He added that the we would be charged for the two phones on our two first bills (31.25 $) but that one of

1
gramps28
Pillar
2 years ago
M
magenta9598549First activity
asked in Accounts & Services

Getting billed the full monthly charge for a suspended line

I was traveling abroad this summer so I suspended my prepaid line early in June before I left the country and reactivated it just now . However, during the period of suspension I was still charged the full amount on June 24 and July 24. According to the support page and other posts in this community I've read, a suspended line should be billed $10 per bill cycle rather than the full monthly charge . Can someone please explain this to me?

5
tmo_mike_c
Community Manager
2 years ago
D
daddydantFirst activity
asked in Accounts & Services

Deleted texts

can I read deleted texts

2
sweetpeach
Pillar
2 years ago
S
seeingred123First activity
published in Accounts & Services

Does TMO reward customer loyalty? - NO Wayyyy

I have been a TMO customer for several years.  In the UK, TMO rewarded long time customers with things like a free phone or reduced rate sim card.  Here, they only care about ONE thing - getting new customers.  Their business model does not include customer retention. Also, why should you get 2 phones when you only need one??I have spent hours on the phone with customer service and just been tossed around by them left, right and center - more like a ploy to frustrate the client.  Who has hours to spend and get NO result?I am sure several long-term customers are feeling the same.

4564
gramps28
Pillar
2 years ago
C
cnchzFirst activity
asked in Accounts & Services

how can I track my order without a phone number????

So, here's the deal. I recently just joined T-Mobile as of... two days ago, I believe, and I purchased a phone. They didn't have the phone I wanted in stock, so I asked if there was a way to order it online and have it shipped it to the store-- so we did that. Everything's great and dandy, but since I don't have the new phone, I'm still technically on MetroPCS' service. I don't really have a problem with that-- I'll just use my old phone until I get the new one. That's not the issue. The issue is, I've been trying to track my phone so I know when it comes into the store, and I can't do that. The link in the email sent to me confirming my purchase is broken, and I can't track it through the app. Because in order to track my phone, I need a valid T-Mobile number. That's ridiculous. I tried calling customer support, and told them I just simply wanted to know when my phone was coming, and I was bounced around. I was put on hold four different times before I just ended up giving up, and the

10
tmo_amanda
Employee
2 years ago
B
bwccoastalFirst activity
asked in Accounts & Services

Why so many different answers regarding timeframe to unlock iphone Xs?

I paid off 2 Iphone Xs 512gb devices so that they could both be unlocked, forfeited the $15 monthly promotion towards the $60 payment if i would have stayed on the monthly plan so that I could use a different sim card in those 2 phones.  I spoke with a woman yesterday she told me they would be unlocked within 3-4 hours, i called back in and spoke with a guy who said the unlock process hadn't been started yet and that he would start it immediately with an expedited unlock request that would take no longer than 24 hours. It's been over 24 hours and the 2 devices I paid over $2600 from you guys are still not unlocked.  How long does this take?

5
tmo_amanda
Employee
2 years ago
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