Just wondering if anyone else has an incorrect phone description on their account?
I recently activated my 256GB White Pixel 6 Pro, in my profile it shows as a 128GB Black Pixel 6 Pro.
Not sure if it matters, just concerned if I wanted to eventually trade in, or if I needed repair if it would cause an issue.
Best answer by gramps28
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+14
It was the same way when I bought from Google a Pixel 5a5G. It showed as a Pixel 4a but it's not a big deal to me. It doesn't hinder the phones performance.
...it is a big deal when you need to file an insurance claim. They say your actual phone isn't covered and try to replace it with a less than phone that shows up on your account. All these comments have people saying the basic floor model is showing up on their account. That's BS.
It's the imei# that matters not the description of the phone. Run your imei# through Tmobile’s imei checker for the correct phone description.
https://www.t-mobile.com/resources/bring-your-own-phone
Same issue with my iPhone 14 Pro. Have an iPhone 14 pro in Space Black 256gb and got a warranty replacement and it now shows a Purple iPhone 14 Pro 128GB. I know it doesn't matter and the phone will work the same but it’s annoying to see every time I’m logged in! This has been an known issue for years ever since they removed the option “not your device? click here” and you could manually put the correct device. They need to bring that back ASAP! And no number of IT tickets being filed will fix it! It goes ignored and they mark it as “resolved” and nada!
It does matter. If you have to file insurance claim they will deny the true Phone you have been paying for and replace it with the basic floor model. While expecting you to keep paying off the true phones price. It's a scam. & it definitely matters🙄🤨😐
It was the same way when I bought from Google a Pixel 5a5G. It showed as a Pixel 4a but it's not a big deal to me. It doesn't hinder the phones performance.
...it is a big deal when you need to file an insurance claim. They say your actual phone isn't covered and try to replace it with a less than phone that shows up on your account. All these comments have people saying the basic floor model is showing up on their account. That's BS.
If the phone wasn't bought from Tmobile the description of the phone will be off.
Mine was bought through tmobile. Still does the same thing. & I've complained about it a few times. No fix. I've even had 2 different *ghost phones* with different IMEI# show up on my account.
I have the EXACT same problem The T-Mobile app show on its display that I am using a Samsung Galaxy S7 Edge 32GB phone but in actuality I am using a Motorola 5G Edge 256GB phone. I have been complaining about to T-Mobile for well over a year. Ai have sent and shown T-Mobile screenshots of there error. They always say the will correct the error with 48 hours but it hasn't been done. So f*-cking frustrating because I have to go there the same sh!t explaining their error every single time I contact them to complain. FRUSTRATING AS Füçk!!!!
Yessss!! Same! Just be grateful you didn't crack your screen & need a replacement through insurance that's denying you because the *ghost phone* on the app IS THE ONLY PHONE THATS COVERED. 🙄🙄 idk... I sense a class action for their negligence. I have been without a phone for 8days because my purple s23 ultra 512gb isn't covered & the tmobile reps kept telling me the black s23 256gb ultra " is a glitch " and insurance will send me my CORRECT 512gb. if I file a claim on it using the ghosts IMEI# WHOSE GOING TO TELL T-MAFIA that IMEI# are exclusive to that phone, they are the phones finger prints.. 🤯🤯 t-mafia is doing something sinister with our accounts. I KNOW👁 IT.
How do their employees not know that? 👀 personally I think they do know it and they are gaslighting us on purpose thinking we will just be grateful to have a phone again. NO SIR, NOT ME. My account has even showed ANOTHER green ghost s23 with a different IMEI# yesss, I have the screen shots🙃🙃
It's rather pathetic how much money we give these rats & they play with us and our accounts. Smmfh.
Thanks for input.
I bought unlocked through Google store. I had Sprint, but when I went to activate my phone, I was told I would need to migrate to T-Mobile because the phone won't work on Sprint network (odd, since Sprint sells the phone?)
Not a great experience, after 20 years+ with Sprint, I lost premium plan (would have been $15 more per month for TMO equivalent), have a lesser plan now that I still pay $7/month more for, lost my Hulu access. I guess they were right, less competition is going to cost the customers in the end.
I call them T-mafia now. I've been with t-mafia for 20years in January. They have changed for the worst. I used to love this company. I considered them as the gold standard for customer service, even though their coverage is shakey at best. I'm sorry you aren't a premium member anymore.. they should have taken your contract on as such. I don't know if tmafia has levels like that. If they do I guess I'd be one myself? But they do nothing special for my loyalty to this dark empire. I'm going to Verizon as soon as I can, stupid contracts🙄🙄 I may change my entire account to the smallest internet package & fullfill my contract that way. 🙃 while starting over on Verizon.
Have been dealing with this for a month, same issues still exist. my google pixel 7 snow 256gb shows under account as a obsidian 128gb, then if i click check device unlock, it then says i have a iphone 7 with my correct imei that is locked, when the phone was bought unlocked and their unlock dept even verified it is not locked by anyone. my 2nd line is a galaxy s20 fe navy blue, but the account section on the app calls it a s20 cosmic grey 128gb. at least when i check unlock on it it shows unlocked correctly. it was bought the same way as my pixel. all i constantly get told is a ticket was opened to give it a week, but nothing ever changes. i am almost to the point of looking for a new carrier if this is how their customer support is going to be.
Take screenshots and screen recordings of everything. I mean EVERYTHING, even if it seems to be going smooth. Still document it.
I sense a class action against assurant & tmobile.
Have been dealing with this for a month, same issues still exist. my google pixel 7 snow 256gb shows under account as a obsidian 128gb, then if i click check device unlock, it then says i have a iphone 7 with my correct imei that is locked, when the phone was bought unlocked and their unlock dept even verified it is not locked by anyone. my 2nd line is a galaxy s20 fe navy blue, but the account section on the app calls it a s20 cosmic grey 128gb. at least when i check unlock on it it shows unlocked correctly. it was bought the same way as my pixel. all i constantly get told is a ticket was opened to give it a week, but nothing ever changes. i am almost to the point of looking for a new carrier if this is how their customer support is going to be.
been mentioned in here already but eventually you’ll want to unlock the device..which means you’ll need to contact TMO and have them add in all the correct info for that device. outside purchased devices info wont be in any carriers network. it needs to be added.
in other words kind of hard for their system to match up to your device if the wrong info is in there still.
I talked to the unlock team. They say it isn't locked but their app still displays the wrong phone and calls it locked. Been fighting with them for a month now
been mentioned in here already but eventually you’ll want to unlock the device..which means you’ll need to contact TMO and have them add in all the correct info for that device. outside purchased devices info wont be in any carriers network. it needs to be added.
Still would be nice for my devices to read properly. The sim in it is from TMobile. The device unlock app claims unlocked, the main TMobile app calls a pixel 7 a locked iphone. My 3rd line is a a32 with 1 monthly credit left and it displays properly. My 2nd line displays the wrong phone but shows correctly as unlocked and it went from a sprint sim to T-Mobile sim the same way
+15
Same issue here. Have a 256gb snow pixel 7 it calls it a obsidian 128gb in the app, the web calls it a iphone 7. My other unlocked phone is a s20 fe navy blue 128gb, app calls it a s20 cosmic gray 128gb. Been fighting them for a month. App claims pixel is locked but it was bought unlocked at best buy. Both were bought when with sprint, now using TMobile sim and plan. I'm about ready to look elsewhere, their app is such junk
Most devices sold at BestBuy automatically SIM lock to the first SIM put in the device. What your device shows up as in your account has no effect on how the device performs on the T-Mobile Network.
Same issue here. Have a 256gb snow pixel 7 it calls it a obsidian 128gb in the app, the web calls it a iphone 7. My other unlocked phone is a s20 fe navy blue 128gb, app calls it a s20 cosmic gray 128gb. Been fighting them for a month. App claims pixel is locked but it was bought unlocked at best buy. Both were bought when with sprint, now using TMobile sim and plan. I'm about ready to look elsewhere, their app is such junk
pretty simple..because none of your devices info was already in their system..no carrier keeps every single device createds info in their system..they have the ones they sell and whatever info gets added in once yall contact them asking why it doesnt match up anymore..
as an example..you had the same thing happen with your 13 Pro..got it replaced..the replacement was not in their system nor ever has been..so no info on it. i mentioned this in my post right in front of yours..Sprint users would have to have ALL of that devices info added into their system before you could even use the phone..TMO you swap sim cards...thats it..so zero info transfer other than the generic info the sim reads...and by generic i mean plain jane bare minimum..because the sim card tells the phone what network to look for..not what phone it is.
and if there wasnt anything support could do then why exactly would i have wasted my time posting all the stuff that i did especially on why and how it needs to get handled?
Unfortunately there’s nothing their support can really do either. They always come back with the same “we’ll file a ticket with it” and thats it. I purchased my original device from Apple but it’s under the T-Mobile Apple trade in promo. The original device was correct. Had the same issue with my 13 Pro. Got it replaced and it went from graphite to blue. Not sure why their systems do that.
contact them through either Facebook or Twitter and they can go in and change what is needed. only thing you’ll run into really is trying to get it unlocked. if the info doesnt match then it cant happen until it does.
if they removed the ability to do this on your own then theres probably a reason.
you’ll usually run into the incorrect device info when you purchase the device from some place other than TMO or if its a warranty exchange.
Same issue with my iPhone 14 Pro. Have an iPhone 14 pro in Space Black 256gb and got a warranty replacement and it now shows a Purple iPhone 14 Pro 128GB. I know it doesn't matter and the phone will work the same but it’s annoying to see every time I’m logged in! This has been an known issue for years ever since they removed the option “not your device? click here” and you could manually put the correct device. They need to bring that back ASAP! And no number of IT tickets being filed will fix it! It goes ignored and they mark it as “resolved” and nada!
Having a similar issue. Upgraded 2 Samsung S22+ 256GB phones for 2 new IPhone 13 MaxPlus phones. Since we started their service the Samsungs have shown on our billing as 256GB phones, and we eventually paid them both in full and T Mobile unlocked them. When they were received at the trade-in center(a third party buyer of T Mobile phones), are now saying they have to adjust trade in value because the techs said they only 128GB. It changed trade in value $36.00 less. Called T-Mobile and they credited the $36.00 ea on our bill, but now my problem is We’ve been paying the higher price for 2- 256GB phones all along instead of cheaper 128GB. T Mobile says they won’t refund the price difference in a 256 and a 128 phone since they had no balance owed, they will only credit trade value difference. That’s bad business as I see it. We were overcharged us for what they sent to us.
Anyone else had this issue?
+15
I think there's a possibility you might be hurting my phone. Because I haven't noticed much difference between 4G and 5G. It says on my account that I have a Samsung 7 Edge which is not a 5G phone. And it has an icon to upgrade to a 5g phone. Even though my Motorola Edge is a 5G phone.
What it says your phone is in your account has no effect on how your actual device performs on the T-Mobile network.
Eh, my wife has a BYOD Nokia (that needs to be replaced) but T-Mobile’s system shows it as a Blackberry 6710. 160x160 LCD display, “This global roaming GSM device features GPRS high-speed data, PIM functionality, Backlit QWERTY keyboard, wireless modem, speakerphone, E-Mail client and Web capabilities.” Also, no camera.
+14
Since it's a phone not sold by Tmobile that's probably why it assigned it as a Samsung Edge. Tmobile use to just leave it blank if it was a phone not sold by them.
I think there's a possibility you might be hurting my phone. Because I haven't noticed much difference between 4G and 5G. It says on my account that I have a Samsung 7 Edge which is not a 5G phone. And it has an icon to upgrade to a 5g phone. Even though my Motorola Edge is a 5G phone.
+14
It was the same way when I bought from Google a Pixel 5a5G. It showed as a Pixel 4a but it's not a big deal to me. It doesn't hinder the phones performance.
Why if the phone is not bought from T-Mobile is the description off IF on T-Mobile's and whenever I call in it shows them exactly which phone I am using? Obviously they have the technology to know which phone it is they just don't share it with their customers! And I bought the phone directly from Motorola not another cellular company.
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