Why is the phone number on my sim card different than the one on my account?

  • 6 June 2019
  • 2 replies

I recently changed tmobile plans. I was on the old prepaid and switch to the new prepaid. I was told I could keep my old number. After changing, my online account displays my old number as active. But the phone number showing on my device and when making calls is this new number. I have repeatedly called customer service (4 times so far): they keep telling me it is taken care of and to restart my phone in 2 hours. I have done this multiple times and nothing as happened. I also went to a physical store only to be told to call customer service. How do I get this resolved?


Best answer by tmo_chris 10 June 2019, 19:39

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Userlevel 4
Badge +9

Have you reached out to T-Force on Facebook or Twitter? They've been known to succeed when others have failed. 😉

Userlevel 4

I would definitely recommend reaching out to our T-Force folks (FB/TW links in my signature) as @sweetpeach mentioned. They will be able to access your account and see what happened here.