I have tried to check my phone call and text logs since the 23 of January and they still haven’t updated. I have contacted Tmobile several times and all they tell me is wait 24-48 hours for an update and that it should all be there when I check back but they STILL haven’t showed up. What do I need to do?
Page 1 / 2
Userlevel 1
If you’re going to crash, crash & burn I suppose.
Userlevel 1
February 22. No changes. No solutions. No updates. 3 days left in the billing cycle. I’m guessing the logs will show this current cycle by March 1, which will be the next cycle by then. The clock will then reset & the “known issue” causing this major annoyance will return after magically allowing them to compile the logs for the bill.
Dear diary. I am getting desperate. Why is Tmobile treating me like this? This issue has been going on for weeks, and they are just ignoring us. Is it time to move on?
Userlevel 1
February 19. No changes. No solutions. No updates. 6 days left in the cycle. 26 days since the logs have updated in real time.
Same
I have been told by LukeWalsh on Twitter, using T-M’s DM support, that their engineers are working on the issue, and it should be fixed soon. I get a message every six days or so saying It's still being worked on and being pushed out. I got a new message last night and LukeWalsh said that he was pushing my next check-in to the 26th. I'm pushing a month since my last update. I have an older child with disabilities, and being able to monitor accounts keeps him safe.
I have heard this feature will see its Sunset within the next few billing cycles, while they slow down the ability of us to be able to use it.
This is very much a dealbreaker, and the feature was part of the reason for my switch to T-M a year ago.
It’s so strange that the customer service team is pushing a different narrative. So many people need this feature to help monitor loved ones with dementia and other disabilities. I’m not sure what to do.
100% agreed, you would think they would try to come up with one story and go with it. Send out a support wide memo and stick to that narrative or something.
I hadn't even thought of my aging father-in-law that has been slipping some after turning 71.
I have been told by LukeWalsh on Twitter, using T-M’s DM support, that their engineers are working on the issue, and it should be fixed soon. I get a message every six days or so saying It's still being worked on and being pushed out. I got a new message last night and LukeWalsh said that he was pushing my next check-in to the 26th. I'm pushing a month since my last update. I have an older child with disabilities, and being able to monitor accounts keeps him safe.
I have heard this feature will see its Sunset within the next few billing cycles, while they slow down the ability of us to be able to use it.
This is very much a dealbreaker, and the feature was part of the reason for my switch to T-M a year ago.
It’s so strange that the customer service team is pushing a different narrative. So many people need this feature to help monitor loved ones with dementia and other disabilities. I’m not sure what to do.
I have been told by LukeWalsh on Twitter, using T-M’s DM support, that their engineers are working on the issue, and it should be fixed soon. I get a message every six days or so saying It's still being worked on and being pushed out. I got a new message last night and LukeWalsh said that he was pushing my next check-in to the 26th. I'm pushing a month since my last update. I have an older child with disabilities, and being able to monitor accounts keeps him safe.
I have heard this feature will see its Sunset within the next few billing cycles, while they slow down the ability of us to be able to use it.
This is very much a dealbreaker, and the feature was part of the reason for my switch to T-M a year ago.
Others are saying they called T-Mobile and have been told being able to view usage is going away. Can anyone confirm this?
Userlevel 1
February 17, 2023 - No progress. No resolution. No explanation. It has been 24 days.
8 days left in the cycle. Unacceptable.
Userlevel 1
February 17, 2023 - No progress. No resolution. No explanation. It has been 24 days.
And yet another platform voicing this complaint. It's just not worth the bill we are paying since we upgraded our phones in October, our bill WENT UP $280 MORE than the $119 we were paying before and that's with a military discount. After looking into other cell companies we decided on switching to Consumer Cellular. We can keep our #s, use our current phones and we have access to our usage details for A LOT LESS MONEY! So we're paying off the phones and switching!
Userlevel 1
I was with AT&T for the longest time and switched because to T-Mobile last year because they offer international msg/data within their plans. AT&T adds it as an extra option and it’s expensive. If I didn’t need international I would had never switched. I never had any problems with AT&T with customer service!
Userlevel 3
I’m giving them a couple of weeks to fix this. If this is not fixed I’m going to another carrier. I will buy out the phone I’m currently paying and be gone. I never had this issue with Sprint and Sprint users had no choice in this merger.
Same here as obviously it’s everyone!! You better Get it together REAL soon T-Mobile, or I’m changing our 7 lines!!! 3 are kids who need monitoring!!!!!
Userlevel 1
Man this is so frustrating. And the fact that they have no clue for the longest and I don’t believe that they are trying to find a resolution. Because to them, it’s not urgent and not a big deal. And I agree, that we pay for a service and now we don’t have access to what we were promised when we signed up.
Userlevel 1
I noticed my call & text logs were not updating on 1/25. The last logged calls & texts were from 1/24 - the last billing cycle. I gave it a few days to update.
When the logs had not updated by 1/31 (one week into the new cycle), I contacted T-Mobile via the support feature on the app. I did so again on 2/3, 2/6, 2/9, 2/10, & 2/11. I called them on 2/3, 2/9, & 2/11.
My usage numbers appear to be updating & accurate. However, the call & text logs still show the data from the last cycle. All previous cycles show accurate log data. The service experts are reading from a script. The technical team is shrouded in mystery & provides canned answers. I have been told:
- We are undertaking a major upgrade in your area. The updates will appear in 24-48 hours. They did not.
- We are performing system-wide maintenance. You will see the updates in 48-72 hours. I did not.
- Your complaint has been forwarded to our technical team. They will be in touch. I spoke with them. Nothing changed.
- We will send you the logs for the last cycle. No, thank you, I already have those.
- We will provide you usage data for this cycle. No, thank you, I already have that. It’s the current cycle’s call & text logs that are lagging behind.
I provided them with 16 screenshots from this page describing the exact same issue from other customers. I provided them with 6 screenshots from my own account logs showing the prior cycle’s call & text logs populating the current cycle’s usage. This was their response:
- We see that many people share your frustration. Do not call us, we will call you. We will resolve the issue within 7 business days. This was last night.
In short, I don’t believe they have any clue whatsoever what is happening or why. It is frustrating & unacceptable. I anticipate it will be the start of the next cycle before anything updates. At that point, the logs will remain static for another billing cycle. This is not what I was promised when I enrolled. This is not what I pay for with their service.
Userlevel 1
I did threaten that! I just filed a complaint with BBB. You should too! You should see how many complaints have been file against them.
Having the same issues. Certainly not the kind of service we pay for. Time to switch companies?
Userlevel 1
I’m having the same problem. Can only view the last bill. Not current usage. I’ve called and their excuse is it takes a week or so for the logs to update after a recent bill has been processed. So since 2/3, no recent log updates. The minutes and data stuff is correct but once I click on the individual line, it only has the last cycle listed.
Anyone have their text and calls logs with incorrect time zone? I understand it’s suppose to be listed in Pacific Time as next to the date in parenthesis says (PT). So this is correct for my text. I life in Eastern Time. My call log is listed in Eastern Time although, in parenthesis it says (PT). I’m fine if they are both (PT) but I don’t like incorrect info. Gets confusing to not know what’s true unless I look at my actual phone. They put in a ticket in December and still no answers. So annoying!
So pretty much what I have gathered from the multiple times that I’ve called. They are saying that they are updating their systems to where we will only be able to check our data usage once a week and then in the coming months, it will be where we will only be able to view it once a month at the end of the billing cycle, I have five lines and monitor my usage daily so they probably need to get it together. They’re gonna lose lots of business. Praying that it gets fixed soon. I have four teenagers. 😩😩
Well, that is complete BS. I would jump ship over a change like that. Taking away and limiting features is not the way to keep loyal customers.
I will be finding another courier for my 4 lines. I've been with TMOBILE for 12 yrs but I am done. They could at least try being HONEST
I’m also getting the run around. Tech support keeps telling me they’ll call me in 48 hours and never do. One tech told me they’re merging with sprint so that’s the reason the usage isn’t updating, I said they should be taking care of existing customers first, if the system can’t handle the additional volume what’s the answer? Greed. Make sure the system can handle it before implementing it, I’m calling every other day just to stay in top of it.
Merger of Sprint and T-Mobile happened ages ago. Like a year or two. The lack of updates is most likely do to maybe a couple of things.
- Limiting the times we are allowed to query the information…. I doubt this.
- Switching the usage update to only update once a billing cycle….. Could be, that is the last time my usage page updated.
- They are simply shutting down the ability to view detailed usage…. I could see this being the main reason. Possible privacy issues could be a new topic for removal. Maybe they feel it costs too much to parse the information that they are without a doubt gathering.
Userlevel 1
I’m also getting the run around. Tech support keeps telling me they’ll call me in 48 hours and never do. One tech told me they’re merging with sprint so that’s the reason the usage isn’t updating, I said they should be taking care of existing customers first, if the system can’t handle the additional volume what’s the answer? Greed. Make sure the system can handle it before implementing it, I’m calling every other day just to stay in top of it.
I am having the same issue and am also getting the run around. We just switched carries in December. .I am not happy with how unprofessional the response has been with requests to see usage and prior bills. I have now paid 2 bills and am not able to see either and am set up on auto pay for another to be paid in about 13 days. I cannot se this new bill either. It is a joke. Being told it is a “known issue”...well that doesn’t help. When will it be resolved? I have a business account this is not acceptable,
Hello, my son is having same issue, his cycle ends on the 27th and up till today, his new logs aren't updated; still shows his last cycle logs. He has called numerous times and all he gets is give me your info, and maybe we can do a refresh, or it shud take 24-48 hrs to show its been a week!?…
Now my logs are up to date and my cycle ends on the 10th of each month, i didnt have that problem. So tmobile should shud do a complete reset to the system instead of giving everyone the run around...sounds like it's happening to people who's cycles end towards end of month? Let me know if anyone gets any help...tmobile should be able to take care of such an easy isssue.
Page 1 / 2
Reply
New badge winners
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.