Log updates

Wow, thought I was the only one. Very unfortunate if it's true that we won't be able to review logs like we used to anymore. It's actually one of the best features of the app in my opinion. Might have to find another carrier soon if this isn't corrected.

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:

1. We are undertaking a major upgrade in your area. The updates will appear in 24-48 hours. They did not.
2. We are performing system-wide maintenance. You will see the updates in 48-72 hours. I did not.
3. Your complaint has been forwarded to our technical team. They will be in touch. I spoke with them. Nothing changed.
4. We will send you the logs for the last cycle. No, thank you, I already have those.
5. 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:

1. 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.

Having the same exact problem. Doesn’t show me anything after 1/23. I’ve contacted T-Mobile. Still nothing. It’s very frustrating at this point. Don’t understand how they normally update every two hours but then all of a sudden can’t for over a week with no explanation or anything. 

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 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?

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!

Good morning has anyone’s data usage updated yet? Still having the same problem usage stuck on the 26th. Keep getting the run around from T-Mobile and their excuses are starting to get ridiculous at this point. If any one has has any luck please tell me what you did.

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.

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.

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. 
 

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.

Same