Accounts & Services

Ask about your plan, added features or offers

  • 5,964 Discussions
  • 20,191 Replies

5964 Discussions

A
absurdityFirst activity
asked in Accounts & Services

Variable refill card PIN discrepancy - 9 vs 10 digit PINS

I am trying to refill my account using one of the $10-$150 refill cards. The card's PIN, however, is 9 digits.It seems that the entire T Mobile system, automated and otherwise, is designed to handle 10 digit PINs exclusively.I have used one of these 9 digit cards before - I was able to resolve the issue then but it was a while ago and I don't recall just how I got it to work, or who I got in touch with to get it to work. I believe I handled it through the Customer Service number. I called again this time but was told that the card cannot be used. If that is true, then it seems like the company has sent out a large number of useless refill cards. I certainly hope that isn't the case.Any help would be appreciated.

6
A
3 years ago
L
latinogringoFirst activity
asked in Accounts & Services

Netflix On Us Plan costs more than an actual Netflix Subscription

My title is my question pretty much. I'm on the old all plan which is 110 a month. I called to ask about the Netflix upgrade thinking I could save some money. It would cost me $130 a month to have the Netflix On Us, yet the price of the standard subscription is $11..... I would be paying Tmobile to give me a Subscription when I could pay for it myself at half the price. Do they think people can't do simple math?

8
stevetjr
Pillar
3 years ago
Q
queendettasFirst activity
asked in Accounts & Services

Phone tracking using a phone number

Hi. I need your help.My brother is using Metro by t-Mobile. But my brother is missing for 4 days now. The only thing is that his phone is working, and i get information on viber that my messages was delivered. In police they said that they cannot track the phone and find his location. Who can do that? I have only one option to write to you and ask for help to find location of the phone and hopefully my brother.  I need all information where do i need to go  and how to ask mobile operator to track the phone? Because its only mobile operator can track phone location as i know. All around the world its working.Or maybe we can find out last phone calls on his number..... Please,please help me and my family find our son and brother. Sincerely, Diana 

8
M
3 years ago
M
magenta7576102First activity
asked in Accounts & Services

Warranty exchange nightmare

I have had a terrible experience with T mobile regarding my device. I have been a T mobile customer since moving to the US and really liked the service, until now. I have an LG G7 thinq that I have had since June 2018 (7 months) and the fingerprint reader has stopped working completely. I have troubleshooted with T mobile and done a complete factory reset to no avail.I went in store to follow up on a warranty exchange that I am told that the warranty expired in 2017. They said that I had to call in to try and resolve this as the warranty should be until June 2019. Today I call and I am told that the warranty if only for 6 months!!!! I am searched everywhere online and at no point have I seen that there is a 6 month warranty. The person on the phone told me it it only 6 months as I do not have insurance through T mobile. The only option I have to is to contact the manufacturer. They have said that the phone needs to be sent to them and checked out. The kicker is that I have to send my d

3
tmo_amanda
Employee
3 years ago
M
magenta3451227First activity
asked in Accounts & Services

Global Plus for college student studying abroad?

Hello, I appreciate in advance any help and advice you all can offer.My son will be studying abroad in Australia and he leaves next week for 3 months.  I am interested in the Global One Plus but I want to make sure I understand how the calling part works.  On the website, I saw the following:Unlimited texting and calling at $0.00 per minute in and between 210+ countries and destinationsUnlimited Stateside International Talk and TextWe both have T mobile lines.  Does that mean that he can call me on my cell here in the US and other land lines that do not have what's app or facetime such as his US college academic adviser here in the US without additional charges?  Can others call him on his US cell number in Australia without him or the caller being charged?  I would think this would be the point of the more expensive tier of service and pricing but I am not sure.I called a few times to Customer Service and I cannot get the same answer twice.  &#128533

2
tmo_chris
Employee
3 years ago
X
xpielordxFirst activity
asked in Accounts & Services

May I Have This Account Deleted

I think t mobile is great and all, but I really only created this to ask a question. Since I don't really want my username to show up in google searches (i have previously stated what city i live in), i would like this account terminated. Thanks in advance.

3
tmo_amanda
Employee
3 years ago
M
magenta7577247First activity
asked in Accounts & Services

How to confirm the details of what is being charged to my credit card for a prepaid account with auto repay?

I want to see the detail of the charges for my prepaid account.For this account, I activated auto pay, but checking the activity of the credit card associated to this account, charges and dates seem to be incorrect.I have tried contacting the prepaid account team, and they have been unable to clearly explain the details, nor I have to option to see details or history online.II would t o speak to somebody that can answer the questions in one call.

2
dc5fan
3 years ago
J
jlhaFirst activity
asked in Accounts & Services

Can't Login (slightly different issue)

I'm new to T-Mobile (days) and already having issues.Firstly, I'm unable to login to "My T-Mobile" to view my account details. I can login successfully, but the website (on multiple browsers from both my PC and my phone) immediately redirects me to prepaid.t-mobile.com/home. Secondly, when I try to login on the T-Mobile App, I'm greeted by the following message: "Sorry we're not ready for you yet. We're working on improving our app experience."Any help is appreciated.https://prepaid.t-mobile.com/home

16
J
3 years ago
I
id3alisticFirst activity
asked in Accounts & Services

Pop-up Help - "Visual Voicemail is sending a large number of sms..."

This suddenly started popping up for me several times last night and now this morning.  Everytime it pops up I would tap Deny.How and why is visual voicemail sending SMS?  Is my phone infected with malware or something?

12
srickar
Employee
3 years ago
M
magenta7596255First activity
asked in Accounts & Services

Receiving charges for a suspended line

If I suspend a line on my account for a few months, will I still get charged for that line during those months?

2
skymorena
3 years ago
J
jesseelkayFirst activity
asked in Accounts & Services

Useless phone search filtering

So searching for a phone Ihave the options of :A-ZZ-ARelease DateReally?So Tobile is not aware that nearly every human on planet earth like to search by price, brand name, or feature?Or you know that and just don't care because you don't have THAT much respect for your customers. It's insulting. It's like you are litterally telling me, "I have no respect for you or your time. Click on each phone to find out the price and features."uggg. What is the point of having a website if every other page is down, and the ones that are operating are  designed so poorly they seem like a punishment to the user?

8
snn555
Pillar
3 years ago
Z
zeromobbinFirst activity
asked in Accounts & Services

Question Help Anyone

Anyone knows if unlimited everything for a single line is still 60$ a month ?

1
snn555
Pillar
3 years ago
M
mindmeldFirst activity
asked in Accounts & Services

Voicemail Default

Anyone know how to change the voicemail greeting back to the standard default that just announces the number?

5
M
3 years ago
M
magenta7589714First activity
asked in Accounts & Services

need help

hi please i need help.  i need to  unlock my iphone   to use other  sim

1
snn555
Pillar
3 years ago
B
blankyyyFirst activity
asked in Accounts & Services

Moving to Guam for 2 years from USA

Hello,I'm wondering how I can handle my phone/plan during the time I'll be spending in Guam. (Married to Navy sailor, he has orders there for 2 years). I think I would prefer to suspend my line for those 2 years and reactivate it when I return to the states. Is that possible? I'm having difficulty finding an answer to that.More specifically, is it possible to do so but keep/restore my original phone number upon return to the states? I'd be using a local Guam phone company during the 2 years I'd be living there in this scenario.Another option seems to be that I could keep my plan for free data and texting and .25c / min voice. Does anyone have experience with doing this, is it worth it? Even with the $55/mo? I've heard that with Guam companies you can get a plan for $20/mo so I would prefer that route over keeping my plan.Let me know if I need to be more clear, thank you in advance for your time and help!

2
skymorena
3 years ago
X
xyplexFirst activity
asked in Accounts & Services

flip phone

My current flip phone LG GS170 has a broken hinge. Can I get a free replacement phone from Tmobile and keep the same phone number?

2
tmo_amanda
Employee
3 years ago
J
jamier1317First activity
asked in Accounts & Services

Apple On Us Promotion - Problems

I signed up for the Apple on Us promotion and ordered a new iPhone XR. The promotion indicates there is $0 down payment. The sales rep told me she had to charge me a $157.10 down payment which would be refunded when my trade-in device arrived at T-Mobile. Suprise! T-Mobile is trying to get away with crediting me $59.  Sorry - that is not what you promised me.Has anyone else had this experience.I am extremely dissatisfied.Customer service referred me to T-Mobile's legal department. I wrote them a 3 page letter today. I hope to see a reasonable response from T-Mobile soon.

1
tmo_lauren
Employee
3 years ago
M
magenta3952437First activity
asked in Accounts & Services

Not received refund for Tmobile iPhone X after returning

I have not received a refund back from tmobile for the phone that I have returned on Nov 15th 2017, I called Tmobile many times and I see there is a big gap between sales and services, no one has an idea of how much I paid what is the refund I am expecting and whats going on. My recommendation is never to purchase a phone from Tmobile it's just from experience. Does anyone know or can help on how to get my refund back.

25
M
3 years ago
M
magenta34865First activity
asked in Accounts & Services

Add additional lines to prepaid Pay As You Go plan?

Hi,   I currently have an account with 1 active line on the prepaid Pay As You Go plan.Is it possible to add more lines all using (PAYG) plan on the same account?.I want the additional lines to use the existing balance that I already have on my account.

2
M
3 years ago
M
magenta2546674First activity
asked in Accounts & Services

Devices: My account has two devices, 1. galaxy s8 and 2. A30 TABLET 8 INCH. NO A30 HAS BEEN GIVEN TO ME. WHERE DO I GET IT?

My account xxx-xxx-xxxx indicates that I have an A30 Tablet 8-Inch.   I were do I get this device from? Who has it?  My wife tells me that the reason that I do not have the internet on my Galaxy S8 is because I am suppose, according to my account, to have an A3 Tablet 8-inch that gives me internet service.  Where to I get it?Message was edited by: tmo_amanda to remove personal information

2
tmo_mike_c
Community Manager
3 years ago
I
icustomprFirst activity
asked in Accounts & Services

Lost Add a Line Get a Line Promotion

I went ahead and added 2 lines during the promotional period of this promotion ( Add a Voice Line Get a Voice Line  ) and I got my first credit on my October bill, then fast forwarding to December I lost it for some reason with no changes that had been done to the account. Its weird I know. I contacted Customer support on December and credited manually and said they were going to fix it. Now for my new bill that posted 1/25/19 its still not showing up. I called again to speak with the same guy (David) and at first he didn't know what I was talking about and after 1 hour on the phone trying to show him the promotion that I was talking about he said that "in his system it shows that I cancelled a line on 8/23/18" when the line he was talking about was cancelled 3/3/18. Team Magenta help me out figure this out. 

2
snn555
Pillar
3 years ago
G
guillaumebonnetFirst activity
asked in Accounts & Services

Options on ESIM plans

Hello, along with an ESIM plan you get with the app (like the Simply Prepaid or TMobile One Prepaid, can you get options like stateside international calling?Thank you,

2
G
3 years ago
M
magenta7521351First activity
asked in Accounts & Services

Denied-Phone Claim with NO reason

I filed a claim on 1/21/2018 for the lost of my phone, and my claim was denied without any explanation. I was told I have to write to the corporate office to get an explanation. I also did that, but I never got a phone call or email about my claim. It is ridiculous to see with the latest technologies in place we need depend on mail box but not email or phone call.

7
tmo_mike_c
Community Manager
3 years ago
B
bby2018Learner
asked in Accounts & Services

Saved voicemail not listed on online account web page

Since mid October I am having problems with my online voicemail feature. Despite the fact that several voicemails are saved and can be retrieved by my phone, online account page does not show any. I was using this feature to track down and report spammers/scammers since their phone numbers are shown in each saved message. I reported this problem to T-Mobile support on October 18 and got assigned a ticket number #17911249. Up to date I did not get any response. Today I spent 35 minutes waiting in T-Mobile messaging and again did not get anybody to answer. It seems to me that either T-Mobile support considers this problem insignificant or they do not have a clue what is causing it. Reports from the similar posts in September-October suggest that re-activating voicemail could help, but I was not offered this option. Is anybody having this problem currently?

14
T
3 years ago
snn555
Pillar
snn555Pillar
asked in Accounts & Services

Two lines with differentiating features and add-ons

I am on a two line ONE Plus promo plan.My line seems to have different options for add-ons than the second line. For instance I have scam ID but not spam block as a feature available to select as well as international call text data roaming block.The other line has spam block but not scam ID and does not have the option to block international roaming.Any idea what might be happening here or is this just another one of those flukes within the T-Mobile app such as everything else that's been going on with the app lately?I should also mention that I have checked the full version of mytmobile.com and see the exact same options, so that is not a work around.

1
snn555
Pillar
3 years ago
12,742
Topics
52,147
Replies
1,221,582
Members

New badge winners

  • Curious George
    Italian3104has earned the badge Curious George
  • Curious George
    salsav91has earned the badge Curious George
  • Curious George
    traceyhas earned the badge Curious George
  • Curious George
    jadon123has earned the badge Curious George
  • Curious George
    Fivetonhas earned the badge Curious George
Show all badges
Terms & ConditionsCookie settings