Issues Unresolved After 2 Months


    T-mobile folks, what is the status of the issues with your website? I have not been able to view my bill, account usage, or plan details for months. This is completely unacceptable for a major national wireless carrier. I'm not a prepaid customer, and I'm not having browser issues. This is on all browsers, cleared cookies/cache, etc. Why would anyone pay for a service when they can't even check their account details?


    Blank screen under billing...

    Blank screen under usage...

    error screen under plan...

      All replies

      • magenta6635649

        I have the exact same problem.  I have both a tablet plan and a pay as you go cell phone plan and the site has been down for months.  I constantly says to try again later.  I called T Mobile about a month ago and they said they were having problems with the web site.  But FOR 2 MONTHS?  SERIOUSLY?  One of the 4 major phone carriers and they can't get someone who knows how to fix this problem?  Absolutely outrageous and unacceptable. The CEO should be fired for this horrific customer support.

        • magenta7006952

          T-mobile website has been horrible for years and now does not even work. I am switching.

          • tmo_chris

            Hey folks! I am so sorry you all have been having issues with your online accounts. We have been seeing some issues with the site but the errors that you all have been posting are not something that we are already working on. If these issue persist on multiple browsers, we are going to need to speak with you individually to have our web support folks look into this. Please call us when you have a moment.

              • magenta6635649

                I just called technical support and they told me they ARE AWARE of this problem and their technical team is working on it but no idea when or if it will be resolved.  He said it has been affecting pre-paid customers and perhaps others as well.  In fact, I can't even use the T-Mobile Android app to access my account because everything is blank and no data is being populated.  So both the web site and the app are unavailable to customers.  This is truly ridiculous for a major carrier and is poor customer service.  This problem may never be fixed. The only work around is that I was sent a list of hash tag codes for some of account features. 

                  • dc5fan

                    I have the Pay As You Go $3 a month plan. A couple of days ago I updated the my T-Mobile app to version . I tried the app just a couple of months ago. I logged in and VOILA! I'm in like Flint. It seems to load up faster, and going through the different pages it is quite quick. So in the past day or two something has happened. I'm not countinting  my chickens yet. I would first uninstall the app, then go to the Google Play Store, and download/reinstall the app.

                • tjd007

                  Re: Issues Unresolved After 2 Months

                  After talking with a bunch of different people on their customer support lines, someone found the issue, or at least something that fixed the problem for me. None of the numbers associated with the account were listed as the "primary account holder", which meant that neither of us (two lines) could see any of the account details, even though we could log in. Since I have previously logged in and managed my account, I can only assume there was a patch at some point that removed "primary account holder" status from both of my line numbers.


                  I suggest others call and see if they can check on that, and if it resolves the issue.

                  • magenta5285210

                    I'm running into this problem too. I need to upgrade my prepaid data plan because my iPhone decided to eat 4 GB of data in one day, and I'm now throttled. Unfortunately, the quickest workaround is to leave T-Mobile and head to a different provider.

                    • magenta1346164

                      I have 3 prepaid accounts with same email. I tired to login so many times with different browsers with different computers, but still not successful reach my accounts information. Contacted them was not helpful at all.  I had this problem in last 3 months.

                      • vaughant

                        Re: Issues Unresolved After 2 Months

                        This bug has been going on for at least 2 months.  When I login I see my three lines as normal but when I select any one of them I get the following sceen:





                        I reported this website bug to tech support on a landline phone.  The tech support person tried it on her computer and she saw the same error so she submitted a tech support "ticket".  This bug prevents customers from refilling their prepaid phones on the web.  It also prevents customers from determining how many minutes remain and when they expire.   This is a serious bug that is causing t-mobile to loose money and customers.  T-mobile if you value your customer, please fix this very annoying website bug.

                          • tmo_chris

                            vaughant - I am glad to hear that you contacted us to get that ticket filed. That is going to be the best way to get this resolved for you.


                            markalan1958 - I am terribly sorry you have been having so much trouble with the site! Do you know if this happens on multiple browsers?

                              • markalan1958

                                I have had other browsers besides Google Chrome since I started with TMobile, always have had trouble with TMobiles website. Soooo many different issues. We should do lunch, I can show all the different issues I've had. Too many to even list.

                                    On Wednesday, January 2, 2019, 9:51:40 AM CST, tmo_chris <> wrote: 


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                                T-Mobile Support





                       Issues Unresolved After 2 Months


                                reply from tmo_chris in Account & services - View the full discussion


                                vaughant - I am glad to hear that you contacted us to get that ticket filed. That is going to be the best way to get this resolved for you.





                                markalan1958 - I am terribly sorry you have been having so much trouble with the site! Do you know if this happens on multiple browsers?

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                            • markalan1958


                              We are currently having trouble with your request. Please wait a few minutes and try again."

                              Worst website ever. That message has been popping up all weekend. Issues with the site for 3 years. In the past, I've had issues changing credit card information and when I call to try and do it, get put on hold for 30mins to 2 hours, only to be transferred several times and have the issue unresolved. Just tried to do it by chat and chat was disconnected. Internet usage for my ZTE device various from days to hours. I'll check it 4 times an hour and hardly use any gigs, then the next hour it drains away quickly for no apparent reason. Worst website ever, worst company ever. I will be canceling service.