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Usage details missing?


why are my usage details stating no Record at this time?

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Best answer by tmo_mike_c 16 July 2018, 21:23

I appreciate everyone hoping on this thread. I wanna make sure folks have gotten this issue addressed and you're able to get to your details. Please let us know if you need help. Thanks.

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Userlevel 5
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I am taking a guess here. If you are trying to check using the site it is being fixed. There have been problems. Have you tried the T-Mobile app? You might try there. I can't get into the site. Hope that helps.

Userlevel 7
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Also to add on is if you are just starting a new billing cycle the new usage won't show up for a few days.

Userlevel 5
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Thanks!

I am having the same problem with checking my usage details. My billing cycle does not end for another 2 days, and when I try to check it tells me no records available. I am able to check previous months, just not the current month. It's frustrating and I'm getting annoyed because I am getting a different answer every time I ask about it. First it was a system update and it would be available in 2-4 hours (that was over 24 hours ago), then it was an outage, then it was they don't know and have to put in a ticket. Best part is, they can't give me an estimated time frame of when the ticket will be worked on, and they will not contact me once it is corrected. I have to just continue to check periodically. Which frustrates me even more when I check and it still states no records available.

I commented on another thread about this (one that states people were having this same exact problem in Oct 2017 and it took a month and longer to correct) and said that I rarely have a problem with my service or T-Mobile in general, but it seems like when I do have an issue, I can never a definite reasoning or the issue corrected in a timely manner. I like to check the usage of my teens' lines while I am at work and I should be able to access this feature without issues, or at least with a clear answer of when it will be corrected. I feel like because T-Mobile looks at the issue as a low priority, we are pushed off to the side and given whatever answer it takes to keep us quiet for a little longer.

@dc5fan​  T-Mobile recently updated their app and you no longer have the ability to check the usage detail on there anymore. They should definitely add that feature back. Especially because I was told by a coworker that Verizon Wireless customers have the ability to view what the actual text message says or what picture was sent/received.

Userlevel 5
Badge +11

I know all about the T-Mo app getting redone, believe me. I am on the Pay As You Go $3 a month, no texts or messages. Have you called 611 (Customer Care), or T-Force? T-Force uses Facebook or Twitter. I don't the social media thing. If you call 611 go for the Troubleshooting, and there should be a rep that should help.

@dc5fan​   I have called Customer Care and the T-Force using FB. I also sent them a message on here, but the most information I received was they were going to put a ticket in for me. Who knows how long this will take to research and correct.

Thank you for the information!

Userlevel 5
Badge +11

When you get a ticket# write down that number for future use. Now your ticket number is in the record of your call. Just be patient, and I know I am bad on this, but hopefully it may get fixed.

Really? You can do that with Verizon?

I am having the same problem, and have reported it for 2 days now. Is it very frustrating, even more frustrating that they took the feature away on the app too!

Userlevel 7
Badge +13

That's with a Verizon app that back ups the sms and mms.

You can download one from the play store.

Userlevel 6
Badge +14

I appreciate everyone hoping on this thread. I wanna make sure folks have gotten this issue addressed and you're able to get to your details. Please let us know if you need help. Thanks.

Userlevel 5

Happy Wednesday, Everyone!

Just wanted to swing by to see if everyone is able to see their usage details online now (we've passed along feedback regarding the details being removed from the app). Please keep us updated if this is still going on.

Userlevel 5

Just wanted to check in again!

@tmo-lauren I am just starting to have this problem. How is it resolved??

I am having the same problem.

I can not access any usage details at all.

the service was available just a few hours ago.

What is going on? Lauren please advise. thank you

I am also having this problem and it has been weeks, but it is still not resolved.

Hi Mike,

I am having this problem now. I have a pre-paid plan, and I can't see my usage... nothing at all. I was hoping to find # and duration of phone calls.  How do I do that?  Thanks!

Userlevel 7
Badge +13

Prepaid plans don't have detailed billing.

I'm having this issue also! What is going on?

This is so fustrating.  The details in my "Usage" is not working either.  I have written three times to T-Mobil support team and each time they reset it and it works for one log in and does not work again.  The answers they have have given me range from we have a problem and working on it to it must be your internet set up.  Both answers are unexceptable since I have tried on several different interenet servers that are available to me and secondly if you have a problem then fix it, because I am going on day two now and not happy that I cannot see my "Usage".  Furthermore, since your mobil update no one is able to see their details in "Usage" so that option is now out and I am overseas at the moment and can not use the call option.  PleaseT-Mobile get yourselfs together.

Yes this is not a good deal as I can not get into the usage section at all.  It just keeps loading for over an hour.  called got the run around and a ticket issued but no resolution.  What is up with this lack of customer care?

[edited by tmo_ian to remove profanity]

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I needed mine for court and although this is a old thread the problem is happening agin its been a month now,, I was told contact legal dept which in turn told me not without court order, Its my right to see my usage so until I can and then can provide the judge the proof to get a restraining order back in place Im holding tmobile fully responsible, so if the man trys to kill me its on tmobiles head

Today is day 1 of my billing cycle and since it changed over at midnight last night, I can not see any new usage details on the app or website. I can see like for instance that one line has 60 new text messages for this new cycle starting today but when you check usage it only pulls all the messages from last night and precious days. 

So when can I see my new usage info? 13 hrs into new cycle and it's only pulling last cycle info. I'm so annoyed right now. 

Userlevel 5
Badge +8

Today is day 1 of my billing cycle and since it changed over at midnight last night, I can not see any new usage details on the app or website. I can see like for instance that one line has 60 new text messages for this new cycle starting today but when you check usage it only pulls all the messages from last night and precious days. 

So when can I see my new usage info? 13 hrs into new cycle and it's only pulling last cycle info. I'm so annoyed right now. 


read the second post in here.

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