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  • 4,606 Discussions
  • 19,787 Replies
4606 Discussions
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Momma KattFirst activity
asked in Accounts & Services
why wasn't i offered more than just a phone promo when i have data sims?

I ordered my fam plan and 4 data Sims they offered me a phone but why didn't they offer me a tablet for my data?I've called at least 4 times since  1 am CST and the same guy or lady answers the phone but keep changing their name. And trust me it's them and they both kept hearing something totally when I literally keep saying exactly what I put up there and they keep repeating something  either only a small part that isn't the issue or something entirely different. One thing I hate is repeating my self more than three times and I hung on on them and they've been calling me non stop on my 2 main voice lines. Idk is this is on purpose , they a tad slow, or they really can't hear and need hearing aids I am country and talk very loud and proper so I know I was heard. So I never even got close to getting an answer but why wouldn't they offer me a revvl tablet with the phone since I basically got 8 lines but I haven't actually activated two but I can't even ask about any potential promo they

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18 days ago
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LT2023Novice
asked in Accounts & Services
T mobile not taking responsibility

I transferred devices from one account to another in 2023. Multiple times I contact t mobile because the devices were not transferred. I was told they would take care of it. They never did. They sent me to collections for those devices, even after they verified I contacted them about the issue. I spoke with the store manager and other store employee's with no resolution. I have been trying to get this taken out of collections and off my credit due to their error and they refuse. I have no problem paying off the devices, I just want it off my credit and the payment plan for the devices honored. The only valid reason I can come up with is the fact a family member who worked there was sexually harassed, was physically assaulted, and received multiple death threats from staff at the Yreka, Ca store, so as a punishment to my family for having the manager and other 2 employee's involved terminated for this behavior. 

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18 days ago
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NiteBoneNovice
asked in Accounts & Services
Premium Data on Essential Plan: Per Account or Per Line?

Is the Premium Data on the Essential Plan per line or per account? Currently we get 50 GB of Premium Data. If my daughter uses 45GB of data, does that mean the rest of the family only has 5 GB of premium data left to use during the billing cycle?I would assume that this cadence also follow the other plans as well. Correct?

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gramps28
Pillar
18 days ago
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Gary J.Novice
asked in Accounts & Services
conference calls - maximum number of participants?

I am using an iPhone 13Does TMobile limit the number of participants I can have on a conference call?What is the maximum number of conference call participants I can have on an iPhone when using TMobile as my carrier?

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18 days ago
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magenta7718034Rookie
posted in Accounts & Services
Bombarded with spam SMS messages from the UK

The spam messages have gotten out of hand lately. Every message that has been flagged is showing up with a 44 country code. Everyone except for the numerous scammers knows that the United States Postal Service does not operate in the United Kingdom. Is anyone else being bombarded with text messages from overseas? Whoever is selling off our information to these scammers deserves life imprisonment.  

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18 days ago
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ThreehairsNovice
asked in Accounts & Services
$200 Prepaid Mastercard

I switched to T-Mobile Internet over 2 months ago. The $200 Pre-paid Mastercard within 10 weeks was an incentive that led to me making this choice.  It has almost been 10 weeks and I have not heard a thing.  Has anyone had a similar experience?  I am preparing to switch back to my previous provider if this is how they treat customers.

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18 days ago
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JP89First activity
asked in Accounts & Services
Can an authorized user activate e/SIM?

I was browsing T-Mobile online to find a way to get a new SIM on my new phone. My old phone is very old and uses the old, larger, SIM format. None of the options are allowing me to keep the same phone number and getting a new number means adding an unnecessary line. “Already a T-Mobile customer, number can't be transferred to T-Mobile. We'll provide a new phone number after your purchase complete.”I looked around further to and found an option to “Update device SIM” on my account dashboard which led me to the contact us page and having to call customer service due to security reasons. So, I called CS and tried to get this SIM thing going, but I could not because I’m not the Primary Account Holder. However, I am an Authorized User but that didn’t cross my mind while I was speaking with CS.As I had also found this page: Use the latest SIM for a great network experience | T-Mobile SupportThat says,If you no longer have the SIM that came with your 5G device, contact us or visit a store for

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Community Manager
19 days ago
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jamieeykimFirst activity
posted in Accounts & Services
Untrusted customer service

In March of 2024, when I visited T mobile retail store to add one more phone line to my existing account, the salesman offered me and my husband that new iphone 14 for both of us with free of charge for exchanging my iphone 10 and 50% off for exchanging my husband’s phone, iphone 7. So we received 2 new iphone 14 and I returned our old phones to T mobile via UPS on following week. Several weeks later I received email from T mobile that the old phones were not returned yet. I called T mobile and told that I already had returned them. The representative told me that T mobile had received old phones, and they might not scanned them into the system yet, however, they were received so no need to worry. After the phone call, I received similar email, regarding no returned old phone, so I called T mobile again and they assure me that the phones were received. Since then, I have been paying full price for the new phones without promotion, and whenever I called to T mobile to correct this probl

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19 days ago
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gonegirl76First activity
asked in Accounts & Services
Can't port out of TMO, carriers say account number is wrong

I have a regular postpaid tmo account in good standing. When I try to use my transfer pin with other carriers they say my tmo account number is invalid. I’ve verified my account number on my bill and account webpage. Stumped.

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19 days ago
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kmosher55First activity
asked in Accounts & Services
Worst customer service experience ever

I have been a Tmobile customer since before they were Tmobile.  it was Voicestream and I think something before that.  Same number for almost 30 years same carrier all that time.  Changing phones THIS TIME has been an absolute cluster.  Tried to buy direct from Samsung but could not link my Tmobile account at time of purchase from Samsung.  2 hours on phone with Tmobile promised to figure out and call me in 24 hours.  72 hrs later no call.  Called Tmobile no one seemed to know anything about prior call.  Not willing to match Samsung (employer discount) price.  Settled for what Tmobile offered but had to upgrade plan.  Trying to return old phone noticed either a scratch or small crack despite being in a Defender case and GOTO glass cover every minute since it was new.  Called since I”m worried I won’t have it returned in time.  ZERO help.  1st rep tried but they are in a different country, have trouble with English language, and could not do much except repeat the same thing despite my

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19 days ago
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WhateverLahFirst activity
asked in Accounts & Services
Worst customer service

Tmobile became the worst customer service carrier since they became TMobile USA. The original TMobile customer service was not bad at all.The TMobile USA has the worst, I mean, the worst of all customer service of all any other carriers. Once you ported your numbers out of TMobile, that’s it, they don’t want to help you. They find all kinds of excuses not being able to help you. They keep telling you to call this and that, and when you call them, they told you to go to Store, etc. they keep bouncing you around until you give up calling or inquiring. Plus once your service is not with TMobile any longer, you loose the online access to billing in order to update the billing address for the credit proration. I don’t know why people keep switching over to TMOBILE?  

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19 days ago
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BaggattadNovice
posted in Accounts & Services
primary account holder

How do I set the primary account holder I just signed up for t mobile in the beginning of the month and can't figure it out I can't do much with my account thank you 

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19 days ago
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suave51780First activity
posted in Accounts & Services
Old bils

Is there a way for me to get a copy of either my bills or payment history from 2017-2019 when I was a Sprint customer?  I know those are aged bills, but I wanted to know can this be done. I am in need of at least the payment history for those years while I was with sprint.

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19 days ago
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miraclesvedaFirst activity
published in Accounts & Services
how do i see or listen to my voicemail online

when I go to my account online I don't know how to see or listen to my voicemail

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19 days ago
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SHERI81First activity
asked in Accounts & Services
NO PICK UP @ STORE OPTION ONLINE...?!

I set up my account online and placed my order online to pick up my phone at my local store. Then when I’m trying to either upgrade and also add a line its only giving me the option to have the items shipped and doesn’t give the option for me to pick up at my local store like it did before….VERY AGGRAVATING!!! Been trying to do this for the last 2 days or so. And I’ve only had my account open for the last 2 days….!!!!

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19 days ago
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Mkinn21First activity
posted in Accounts & Services
Tmobile rebate card doesnt work through Northlane

Hello. I recently switched to tmobile and went through hoops to get my virtual rebate card, and yet the card still does not work. I talked with customer service and ended up ordering a physical card a couple days ago after the "access funds" link didn't work after thats what they had told me to do. I have yet to receive the card, but now there is a large purchase on it for instacart in California and I live in Minnesota. I reported the incident to Northlane with a screenshot included, but I have to say that this whole process has been an INCREDIBLE hassle to receive the funds I was promised when switching. Y'all need to use a different company because when I googled this issue, I see time and time again that people are unable to use their rebate cards and there is clearly some fraud going on through Northlane, since someone can clearly use the card I'm unable to use. 

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20 days ago
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Dtsmith60First activity
asked in Accounts & Services
T-mobile PIN

I need to get T-mobile PIN so I can switch my cell number to a different cell service.

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20 days ago
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tamimd67Helper Level 1
asked in Accounts & Services
What is up with charging for customer service? And why is the customer service not as acceptable as before?

I have been with t-mobile for 20 years . . . that’s right 20 years.  May end very soon.  I should not be paying this much per month and having to pay to speak to someone.  Today, I have been trying to get something resolved in chat today . . . 1 hr 40 minutes in with no solution, and am on my second rep.  The chat window keeps malfunctioning, and when I call 611, i just get payment options and no option to speak with someone.   I was just told to go in through the app to schedule a call, which should be available from my PC.  I can’t even do that because I am not getting the 6 digit code to log in. I can’t login, because I am not receiving the 6 digit codes. I would like to complain, but I can’t even find a place to do that. None of the subforums apply to customer service issues.

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20 days ago
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D_GSpeaker
asked in Accounts & Services
Reactivating deactivated sim card

Is it possible to reactivate a SIM card after canceling it (like switching to eSIM) on another line?It is a TM9260 sim, I got it in 2016 and was just deactivated a few days ago. Is it possible to reactivate it?

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20 days ago
tmo_mike_c
Community Manager
tmo_mike_cCommunity Manager
published in Accounts & Services
Welcome Sprint Community!Blog

We’re excited to have you join the family. This is the spot for all things relating to community engagement and involvement. Get comfortable, relax, and take a look around... First things first Getting familiar with the site is gonna be huge so we’ve created a Get Started section. It has the basics for registering and setting up a profile. Head to the How to and guide for other more important articles on replying to messages and logging into the Community. We do have ground rules here so check out the Terms & Conditions for Community etiquette. Keep in mind, we need to keep it positive and family-friendly here. We want everyone to come here and contribute to the conversations. Helpful Content Our Sprint Migration Center is a great place to start for articles on common questions like billing and setting up a T-Mobile ID for your account access. Here are a few other links that’ll be helpful:  Billing impacts for migrated Sprint accounts   FAQs about unlocking your Sprint device 

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21 days ago
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UnsatisfiedCustomerFirst activity
asked in Accounts & Services
Extremely long hold times, lying about hold time!

Why is T-Mobile lying about customer service hold times?  In the past 3-4 days, I have called several times.  Each day I have been on the phone with them nearly 2 complete hours or more for some calls.  They are lying about hold times.  The recording said 5 minutes hold time and I have been on for 25 minutes.  Yesterday It said 7 minutes and I requested a call back.  It called back and then put me on hold for another 8-9 minutes!!!  What is going on?  The customer service I received int he past few days has been one problem after another trying to get my device replaced.  And they mailed my device to a local store and the store rep didn’t want to give it to me because she didn’t want to do a phone transfer at 6pm, so she told me it wasn’t delivered.  However it was delivered the day before.  This is the absolute worst service I have ever received in 15 years of T-Mobile service.  And now I receive a message saying they are mailing me my new device and I am going to be charged for it!?!

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21 days ago
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ErstwhileIIIFirst activity
asked in Accounts & Services
Extremely long (multiple hours) hold times during the past week --- why?

SituationLong hold times -- hours -- for customer service started recently.  Even a requested “warm transfer” to an expert for a particular technical question placed me on hold for another ninety minutes.ImpactT-Mobile customers do NOT have such time to waste.  The response that “too many people are calling” seems like an excuse and not reality.  Trust in T-Mobile is impacted, particularly when requests for compensation for long hold times are met with the statement “we never do that”.  (Even though I have had such requests honored in the past.)  This situation can cause even long-term customers to consider alternativesResponsePlease T-Mobile, be honest and tell us if you have fired all US based “your team of experts” folk.  That is the only reason I can see for a sudden huge increase in hold times,T-Mobile needs to address this issue 

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21 days ago
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ycsFirst activity
asked in Accounts & Services
auto pay did not auto pay

why did autopay not pay??? first, I had to try at least five times to get it signed up, as i kept getting error messages. now I got a text my bill was not paid, and i go into my account, and it’s still set on autopay. when I pay with the same payment method as set for autopay, the payment goes through. The time suck this company afflicts on its customers is infuriating!!!!!!!!!!!!!!!!! 

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22 days ago
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aldutraFirst activity
asked in Accounts & Services
Mangenta Max, doesn't have more discount for Upgrade the device?

I was checking to see if anyone is still on the Mangenta Max, there is no longer a discount for exchanging your device unless you upgrade to the Go5 Plus or Go5 Next plan.However, if you want to add a 3rd free line, they won't accept it because it's only for new customers.Is this really what's happening? Is T-Mobile leaving its old customers behind?

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22 days ago
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kittyzhaoyingFirst activity
asked in Accounts & Services
How can I redeem the free Apple TV & Netflix offer for Magenta subscription?

I just bought a new phone and add a new line with T-mobile Magenta Max today, but it didn’t show up on the benefit/promotion page on the advertised free Apple TV and Netflix subscription and how to sign it up. I did see the AAA membership and went through the signup. I am wondering where I can get access and how to activate the memberships for Apple TV+ and Netflix. Thanks.

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22 days ago
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