My usage nor Digits has updated since my last cycle Jan 28th 2023. I called and was told they were working on some technical issues and to check it in a few days. A week later and it still is not updated. Anyone else had that problem?
Best answer by HeavenM
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for the amount I pay tmobile a month for them to remove this option without notification is so unprofessional. There are other carrier's out there that care about their customers and communicate changes before they happen. I use this option of usage data as a safety guard, in raising teenagers its helpful to have a platform to open conversations about online and phone calls to unknown numbers and where she's going in terms of data and online behavior. If their answer to solving this is “switch to another company,” to get transparencies of data and phone coverage, than so be it. I would rather have a safe and clear direction in dealing with the already blurred lines of mobile behavior's than be blind sided by information that if it had been available in real time vs. thirty days after the fact,would have been beneficial, This just doesn't work, it's not fair to have a system in place that protects our kids and therefore our community thus, making it safer as well. This should remain tmobile standards, since that's the bait they put out in advertising a” community based service company”. Integrity of service usage plans cost them little, and its important for me as consumer to not have my availability to access this service in training up a child to understand the measure of integrity is our family's value. you place a bill price of $300 billed monthly and automatically withdrawn to provide service. We willing pay it with the hopes that our plan stays in place protecting our kids. and yet without notification you charge, Take payment and the remove our freedom to access the most important aspect to this service makes t mobile unreliable. so, I will find a more reliable carrier if that's their solution because our family's desire for transparency for safety setting parameters is worth $300 having it takin away is not. thanks for opening up this important topic. wish T-Mobile had a better solution. best regards.
The usage details have not updated since the 23rd of January. Is anyone else having this issue?
Hello all. I greatly appreciate you posting about your experiences and apologize in my delay in responding to this and many other threads. I wanted to make sure that I took some time to look into what was going on and find some answers before I posted anything because I didn’t want to speculate or spread rumors.
Firstly, I want to make it 100% clear that we are not getting rid of the ability to view detailed usage real-time. We understand how important it is that everyone is able to see what is going on with their lines. Waiting for the next cycle is not reasonable especially in the situations that are discussed on this thread and others.
All of the valuable feedback that you shared here on the Community and through the tickets that are filed through customer care are extremely helpful. Your feedback is being heard and we are working on finding the root cause to this issue and fixing it. We are so sorry for any inconvenience this has caused. I know it has been going on for a while, but we appreciate your continued patience while we work towards a solution.
unable to see individual line useage data
I had mine stop showing up on 2/16/23 and when I called they said same thing. They were fixing an issue first on their end and would submit a ticket and have someone call me back. A few days go by and I call again and the person said it kicks in two days after your billing cycle closes, I told them it has been a week since that has closed and still not working. They just said an issue on their end, It is really frustrating and being with them for 17 yrs, I am really thinking of switching.
I filed a complaint with the BBB. I will be taking my 4 lines and $280 a month to a different cell company. I doubt they decrease our monthly bills for removing a service, a service that was the main reason for me choosing TMOBILE. What a joke this company has become! I've been with them 12 yrs and never had an issue until they merged with Sprint. Now they are awful and can't be honest about what's going on to save their souls!
So my new billing cycle started today.
Now, when I log in to the Tmobile website and go to Usage (top left), the page that shows is ‘Usage Overview’ with NOTHING on it. Not even the past billing cycle details are available.
In the Tmobile App, when I click on Account - Plan and Usage Details - Usage, it shows the totals for the new current cycle. Then when I scroll down and click on ‘View More Usage Details’ it shows the Usage Overview page, with NOTHING, not current cycle not past cycle.
Then when I go back to the Usage page, and click the ‘Show Usage Over time’ under any of the lines, the “Current” total is correct (let’s say 10 SMS), but the Jan total (last cycle) ALSO SHOWS 10.
WHAT A SHITSHOW
Same here. There is another thread here discussing it. Mine hasn’t updated since 2/6 which was the end of my billing cycle. It’s very frustrating. I never had this issue when I was with Sprint.
My usage report is also still not working, broken since last billing cycle ended. And I still cannot get through to Customer Care on the phone. Maybe this is related to T-Mobile’s data loss, where the “bad actor” was actually a T-Mobile employee who stole data and corrupted their system. Or maybe not, idk. But this is an all hands on deck situation and T-Mobile is not being forthright with its customers about what’s going on. However, what is still working, it appears, is T-Mobile’s billing system, so customers can continue to pay for less. I suggest everyone contact their Attorneys General office and file a complaint.
I am so upset that I now have to switch carriers because of this issue. I’ve been with Tmobile for many years. It’s so sad that they won’t be honest about this situation and at least notify us of their planned action going forward. I’m going to see if it updates on Feb 28 after the billing cycle. If not , I’m out. I can’t bill my clients without this information.
This outrages, how can Tmobile not be able to fix a problem that is impacting so many people for so long?????
This outrages, how can Tmobile not be able to fix a problem that is impacting so many people for so long?????
It's amazing they never have any issues with automatic billing 🤔🤔 They have no issue getting their money
PS - this issue is NOT solved. I don’t know who at TMO said that it is, but more disinformation and lack of transparency.
Correct, this is not solved. This issue is still ongoing 4 weeks with no fix, no timeline, no way to see any usage from the billing cycle!
I just got off the phone with a support person. This was my second call and I wanted answers but they’re covering up something. They said that they spoke with the development team or whoever and they just don’t have an estimate as to when this will be fixed, but he told me that the feature is not going away. I feel like this company cannot be trusted. I feel like they’re hiding something. Something major must’ve happened in order for this to break in the first place, if it is in fact, broken and not going away. I have been in the software industry for over 40 years and if something takes this long to fix then it’s not a company you want to deal with. I am going to file a report with the BBB and move to another carrier. We just moved to T-Mobile about six months ago so it’s a pain for me to move on but I won’t deal with a company who lies to me.
Yes Kendall! We're still here. To recap this is a known issue and our support teams are working on a resolution. We don't have an ETA, however you can still view usage from your prior bill cycles, on your prior bills. ^VinnyFrancisco
I completely understand needing to have this information accessible. I wish I had more information for you than we do at this time. We always want our customers to be able to make a decision that works best for them, no matter the circumstance and we are here to support you whatever you choose. Of course we hope not to see you leave! I'm only able to provide the info that I do have though, again I do apologize that we don't have anything more concrete at this time. ^VinnyFrancisco
Still in dark as to when this will be resolved, customer twitter rep is clueless. No ETA , but we’re working It.. smfh
We need answer FROM T-MOBILE EMPLOYEE!!!
Same issue. Detail usage not visible for current billing cycle - no updates since 1/24 for me. No fix for three weeks. If it was really a technical issue you’d think they’d have the ability to get it fixed by now. So my guess is everyone is given the runaround and Tmobile is lying about the fact that they stopped this feature for all accounts.
I have three kids’ lines and can no longer monitor them.
I spoke to a representative about this problem a few days ago, in the chat. He said the usage is supposed to update every 2 hours. He made me a ticket for tech support, and I still haven’t heard anything. We need to keep calling and blogging these complaints, cause Tmobile is obviously holding back information.. Either they really can’t fix it, plan on not fixing it, or waiting a while before telling the public they’re taking away the feature all together. So let’s keep this up. Maybe a boycott will happen, or they’ll lose us all as customers 🤷🏽♀️. Hopefully they’ll just come clean, & fix it tho !
I’m having the same issue. Spoke with someone in Support earlier in the week that gave me an explanation that was incomprehensible word salad.
It has been 3-4 days since HEAVENM “solved” this issue. As there has been no further updates, I am within a day at best before cancelling. As much as it’s easy to say their engineers are idiots, I don’t buy that. More likely, as a lot have been saying in various threads, (a lot) more is going on here.
It’s time for HEAVENM (or whoever) to provide all of us with a substantive, useful update. Will it be 2 months from now, still not working, and that ridiculous “SOLVED” is still there?
PS - this issue is NOT solved. I don’t know who at TMO said that it is, but more disinformation and lack of transparency.
Hello all. I greatly appreciate you posting about your experiences and apologize in my delay in responding to this and many other threads. I wanted to make sure that I took some time to look into what was going on and find some answers before I posted anything because I didn’t want to speculate or spread rumors.
Firstly, I want to make it 100% clear that we are not getting rid of the ability to view detailed usage real-time. We understand how important it is that everyone is able to see what is going on with their lines. Waiting for the next cycle is not reasonable especially in the situations that are discussed on this thread and others.
All of the valuable feedback that you shared here on the Community and through the tickets that are filed through customer care are extremely helpful. Your feedback is being heard and we are working on finding the root cause to this issue and fixing it. We are so sorry for any inconvenience this has caused. I know it has been going on for a while, but we appreciate your continued patience while we work towards a solution.
When can we expect a timeline for repair?
I was having issues accessing this page yesterday.. But if this is the route T-Mobile wants to take, then we should keep bothering them ! Calling, emailing, chat support, blogging, social media posts, make YT vids about this issue, the works ! Anyone tried corporate ? How about the media ?
I am really beginning to HATE TMobile. This is a valuable feature that is standard everywhere else. 😡
If this is a known problem or they have done away with the call and text detail why not just be upfront about it. I called to ask about it earlier this month and was told that it would take a couple of days to get the info uploaded. Then I was asked “WHY” do you need this information. Is that really any of their business?
My usage nor Digits has updated since my last cycle Jan 28th 2023. I called and was told they were working on some technical issues and to check it in a few days. A week later and it still is not updated. Anyone else had that problem?
Sam here since 2/4…. after contact costumer service few times . Finally on honest agent tell me the THIS SERVICE IS NO MORE AVAILABLE IN REAL TIME . We will have details available few days after the end of the cycle…. We have to switch to another company.
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