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  • 5,274 Discussions
  • 19,754 Replies

5274 Discussions

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magenta9998592First activity
asked in Accounts & Services

Wrong/unknown device in My.T-Mobile.com

When I log into My T-Mobile (from various desktop browsers like Firefox, Chrome, or Safari), it never remembers my device.The home page says I have an "Unknown Device"The Phone tab says I have an iPhone 6s, which is incorrect.When I click "Not your device?" link and select the correct iPhone model/color/capacity, I see a "Confirm" popup ("Are you sure you want to update the phone for [my name] to [my model]?").I click "YES" and briefly see a pink spinner, but the update doesn't take effect! &#128558This is not a super serious problem, and I'm admittedly a bit OCD, but it just bugs me that the website (phone thumbnail graphic) is still wrong every time I log in.&#128533The funny thing is that my wife's device (secondary line on the same account) displays just fine. And she's had the same model as me.

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Pillar
7 months ago
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frustratedconsumerLearner
published in Accounts & Services

Mysterious cellular data usage in early morning

This is happening to me over the last 6 months and they refuse to look into it and say that we use the data. We have unplugged the hotspot  to make sure that there isn't anyone hacking the data. When the device is unplugged it continues to show data usage at 6:30 am when 1. nobody is in the office as this is a business hotspot and 2. the device has been turned off. Customer services has been a nightmare. They insist that we used our data and that we can upgrade. We have upgraded despite knowing that we aren't using the data, but I refuse to continue the upgrade as the data usage is not us. Tmobile needs to look into this because it's ridiculous.

273024
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2 months ago
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aznfrenchboycaRookie
asked in Accounts & Services

Fraudulent activity by a TMobile employee switching my SIM # to a new device to steal funds

Hello,Sorry for the long post to follow.Here is what happened to me recently. On Sunday 1/19/2020 around 2:30pm, I noticed that I lost T-Mobile network connection. Everybody around me, including those with T-Mobile network were fine, with 4-5 signal bars. I assumed it was a phone/setting issue, rebooted the phone, reset the network setting, but nothing. Removing the SIM and re-entering did nothing either. I decided to turn off my phone for a little bit then an hour later, when I turned it on, I still had the same issue, WIFI was working though. I decided to try my friend’s SIM to see if it was a phone issue or SIM and network connection came back so it was a SIM issue. I decided to call TMobile with my friend’s phone that evening and they were able to reactivate my phone. I asked them what happened and they said that they were not sure, most likely a glitch.Fast forward to Tuesday morning 1/21/2020 at 4am (I wake up early), I checked my bank account and see that there was a unauthorize

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2 months ago
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core2First activity
asked in Accounts & Services

Need to turn off Data at night for kids phones

Family Allowances does not work for modern phones.FamilyMode is too reliant on a app to install on a child phone, that can be quickly bypassed in several ways.  Turn off VPN, Turn off/on ScreenTime, etc.Is the only option really to manually switch the account from Magenta to No Data for multiple lines?  I would gladly pay for FamilyMode if it even worked correctly.All I want to do, is turn off Data for 12am-6am at night.  

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1 month ago
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bknobiastateFirst activity
asked in Accounts & Services

iPhone T-Mobile App issue

Hi everyone,When using the t-mobile app after signing in an error page keeps popping up. It says “Sorry, Something went wrong. We weren't able to process your request at this time. Please try again later.” There are two buttons at the the bottom that say ‘Dismiss’ and ‘Try again’. If you click the dismiss button it just brings you to a white screen with the t-mobile logo in the middle and the words ‘and done’ at the bottom. If you click try again, the same error screen described above re-appears over and over again. Neither of the buttons fix the issue.I have an iPhone XR. I’ve downloaded, deleted and re-downloaded the T-mobile app multiple times to remedy the issue but it does not. My account is not pre-paid. Using a web browser, I can log into my account with no issues. Anyone else having these same issues? Anyone have a fix?Any help would be greatly appreciated:) 

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2 months ago
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bwildemanFirst activity
asked in Accounts & Services

Usage Details Not Showing

When I login to my account or check the app, my incoming/outgoing call and text details are not showing accurately.  One day it will show calls from a particular number and the next day there will be no details from that same number, although calls/texts were made. 

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Community Manager
1 year ago
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magenta7011378First activity
asked in Accounts & Services

Assurant return concern

I have heard about this happening to a lot of people, unfortunately I saw all the stories *after* I filed a claim. I will soon have to mail my damaged phone back. I contacted T-Force and they said that I cannot turn it in in-store since the Protection<360> stuff all goes through Assurant. I am scared they will lose my returned phone and then bill me for it, as has happened to so many other people.Has anyone successfully done a return with Assurant? Any advice as to how I can protect myself - like getting a receipt and buying package insurance? I've also heard filming myself boxing the phone and sending the package is good, does that really help?And what can I do if/when they lose my phone? Also, has anyone actually had a *good* experience with Assurant or Jump? Literally all I am seeing is horror stories.

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2 years ago
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jorfanakosFirst activity
asked in Accounts & Services

Incoming numbers appear as international numbers

Feb 21, 2019 - We are seeing a problem for the last few months where local / US numbers are appearing as international incoming numbers. The issue seems to appear only on our T-Mobile iPhones. The other family iPhones / my colleague iPhones with different carriers using the same current 12.1.4 iOS don't have this issue.  It does not seem to make a difference if the incoming caller in my contacts or not, nor does it make a difference if they are in my contacts and their number has  +1 at the front  or not .... most of my incoming calls from local US numbers and/or in my contacts are all appearing as international inbound calls.  For example I live in 610 area code and calls are coming in as +61 Australia.Any one having this problem?  Any suggestions?  Can T-Mobile comment?

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9 months ago
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grnis4u56First activity
asked in Accounts & Services

Paramount+ promotion

I am trying to get the promotional code to use for Paramount+ as it says to go to the page to get code.  But yet the page doesn’t exist?

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2 years ago
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magenta1569455First activity
asked in Accounts & Services

Duplicate Text Messages

I have been receiving duplicate text messages since yesterday.  I have tried all troubleshooting. Thank You,

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1 year ago
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Ben ChildFundFirst activity
asked in Accounts & Services

theft of personal data

Has anyone heard anything from T-Mobile about the massive security breach - due to the company’s extreme carelessness - causing theft of customers’ data? I have learned about this only from news media reports, not from the company itself despite my being a customer of theirs for the past 6 years.  I was really surprised that even when logging onto my T-Mobile account online, the website has absolutely no reference to this incident let alone any advice on what customers should do.  Is there any way to determine whether I am one of the 40 million customers whose data was stolen? Besides changing my account PIN and password which I already did (due to advice given in newspaper articles, nothing from T-Mobile itself), what else can I do to keep safe? 

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2 years ago
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crackjackxRookie
asked in Accounts & Services

Issues with In-flight Free WiFi

Recently I found out that to use the free Gogo Inflight I have verify with a text message. However, for the last 4/5 times I was unable to get a text message. My phone was in Airplane Mode and WiFi calling is enabled (and yes Wifi calling works with my device).  When I get on the ground I find all those verification text messages coming in, but now it’s too late. The only recourse is to chat with Gogo Inflight CS, and if you’re lucky get a promo code from them.Anyone else having this issue?

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3 months ago
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KORGFirst activity
asked in Accounts & Services

Can't create T-Mobile ID

Hello,I can’t create T-Mobile ID for a week now, since I’ve bought Home Internet box from them. I receive this error everytime I try to create new ID: We're sorry, we don't recognize this email. Please provide the email you used when purchasing your T-Mobile service, or contact Care by dialing 1-800-937-8997 or 611 from your T-Mobile phone. I already tried to reach out to customer support multiple times, but they does not help… Have open case #70425112 for that more than a week now..

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2 months ago
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gloro1First activity
asked in Accounts & Services

Tmobile Tuesday Popeyes

can’t figure out how to add a 2-piece signature chicken (not meal) to my cart if its notlisted anywhere on the mobile menu?  

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1 year ago
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magenta2012879First activity
asked in Accounts & Services

How do you get rid of this stupid web guard crap?

And it blocks a LOT more than porn.

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1 year ago
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mr_l84Speaker
asked in Accounts & Services

Bought 1GB on phone but doesn't connect to interenet?

I don’t have internet normally on my phone, but I purchased a 1GB, 1Week pass for $10 yesterday. But so far I still don’t have any internet. I need internet tomorrow in an area where there’s no Wi-Fi. I’ve restarted the phone (Pixel 4a) many times but to no avail. What should I do next?

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Community Manager
11 months ago
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rosealieeeFirst activity
asked in Accounts & Services

I haven't received my phone, I think UPS lost my package

I just bought a phone on labor day, it shipped the following day. It arrived at UPS destination warehouse over 5 days ago, it has missed it's estimated delivery date, and now it just says "N/A, check back later" UPS says there's nothing I can do bc I'm not the shipper. Did I really just lose my money AND a phone? What am I supposed to do now. I've been phoneless for 2 weeks now. God T-Mobile sucks

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3 months ago
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AirbossFirst activity
posted in Accounts & Services

Netflix Add Extra Member

Netflix just started charging for extra members but T-Mobile doesn’t have an option to add up two extra members to the Netflix plan for an additional fee of $7.99. Please add an option to add additional two Netflix members so I can take advantage of the T-Mobile Netflix discounts. Otherwise this discount is useless to me.

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3 months ago
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MrMark59First activity
posted in Accounts & Services

unable to add credit/debit card or set up auto pay

I’m a pre-paid customer. After the new My T-Mobile experience update I was instructed to re-enable auto pay. When attempting to do so on line I could not add cred/debit card nor activate auto pay. Got this message “We are unable to process this payment transaction. Please visit a Retail Store to complete this transaction” Went to two retail stores, neither had seen this before and couldn’t fix the problem while I was in store. I had to pay with cash to continue service.An engineering service ticket was submitted and I was to receive a call back the next day, two days latter no call back. Sprint sucked and apparently now T-Mobile sucks after they merged. After more than a decade of trouble free service this failure may end my use of T-Mobile.Has anyone else had to deal with this failure and if so has it been resolved for you…? 

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3 months ago
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alabamapastorFirst activity
asked in Accounts & Services

The worst customer service

I waited 1hr and 5 min until I got my call answered, for then be transferred to another line and 40 min and I am still waiting for any signs of life. T mobile use to be good, I have been with them more than 12 yrs, but I think is time to move on. They blame the Covid but today sept 9, 2021 they could get contract with another call center and get it solve. Time still counting while I write 42 min.

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27 days ago
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magenta2828785First activity
asked in Accounts & Services

T-mobile My account not loading

For the past 3 months the myt-mobile.com website nor my T-Mobile app has not been loading , I cannot manage my account or see my bill . How can I fix this?

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9 months ago
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emokid_08First activity
asked in Accounts & Services

Being charged for a phone I have returned. Help?

I am being charged for a phone I have returned. I have a tracking number and a receipt that I had dropped it off and the package got there. But I am still being charged $800. WHY???

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1 month ago
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jotaehFirst activity
published in Accounts & Services

What happened to customer service???

I've been a T-Mobile customer for years. At one point, in response to an issue I had when my account was inadvertently changed by a store representative, I was given some sort of status where whenever I called in for support, I was routed to a higher level of support. Notice past-tense.Over the years, I received outstanding tech support whenever I required it. In the last few months, suddenly, every tech support request (mostly for the same issue that never gets resolved), I been sent over to a call center in the Philippines. Before anyone accuses me of xenophobia, I was born in the Philippines and I speak the language fluently and I spend about 6 months of the year in Manila. I'm intimately aware of how things work in the Philippines.The biggest problem is comprehension. As I do when I'm in the Philippines and ask a question at a mall or store for example, whether in English or Tagalog, it always takes two or more tries to get the person that I'm speaking to to understand what I need.

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5 months ago
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rglausFirst activity
asked in Accounts & Services

Family Allowances seems to be some kind of joke

I'm looking into Family Allowances because I want to restrict my 10yo daughter from using her phone until early hours of the morning. She seems to be addicted. We take it away from her in the evenings, but she quite often finds it (she's very intelligent and sneaky). We tell her she isn't allowed to use it at night, but she seems driven to use it. So I decided to look into just shutting down her ability to use it.I've heard from other parents that they can restrict all accesses based on time schedules (with their providers). T-Mobile doesn't seem to have that possibility. After reading through Family Allowances it seems it can only restrict calls and messaging? That is useless for this situation.I read this in T-Mobile's family allowances description:ScheduleYou can allow or block when your children (managed lines) can use their devices during predefined time periods, such as during school (9 a.m.-2 p.m.), during homework or dinner time (4-9 p.m.), or when they should be sleeping (9-11

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6 months ago
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clsiii1971First activity
asked in Accounts & Services

Is there a way to check texts sent/received from another line on my account?

Is there a way to check texts sent/received from another line on my account?

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gramps28
Pillar
2 months ago
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