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Accounts, Plans, Features, and Billing

4948 Discussions
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Czuniga24First activity
asked in Accounts & Services
Does T-Mobile Have Any Training for their positions?

 I cant emphasize here the importance of having a team, especially customer support that are supposed to know what is going on. What a nightmare of an issue that I have ongoing with my account, I just cant even begin to stress the fact. I have been with this brand for 8 years and I have had nothing less than a nightmare going on since 2 months now. Endless hours on the phone, charges on my cards, no explanations, no call backs that they mention. I get some temporary “help” or “relief”, only to wake up to an unknown charge again. The last one was impossible to have refunded so I have to file a dispute on my card-Sad. I have never been so defeated. Here I am on hold for 25 minutes waiting and waiting. 

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1 year ago
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TestingMyPaitenceFirst activity
asked in Accounts & Services
Trade in from hell

Post office is not accepting the FIRST-CLASS mail labels.  They stated that the label needs to state GROUND.I’ve been given the run-around with the store and the 1800 support line with. The people on the support line are useless regarding this.  They just make up things and tell you to do them.    For instance, “the label you print that states USPS isn’t for the post office but for the store.. Take the phone to the store”   

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1 year ago
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SzablotFirst activity
asked in Accounts & Services
call the US from Ilaty

how to call (dial) from italy to US? WIFI should be on or off? I have and international plan, I receive calls from US, but I am not able to call the US.

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1 year ago
Monkey Jo
Monkey JoFirst activity
asked in Accounts & Services
Denied Promotion For New Port In

Solved. 

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Monkey Jo
1 year ago
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JG1025First activity
posted in Accounts & Services
Price proposed and agreed to in chat not honored

I chatted with someone on 6/14 about ways to get Netflix added to my account as I was on a Sprint legacy plan. I was told (with discounts and such) that I was put on a Magenta plan and my bill would be a certain price. I was also told those discounts would be valid for as long as my plan was active. One month later I get an email about my bill, and it is 50 dollars more than I was quoted. Chat again and a refund was issued. Next, I get an email from Netflix saying my account is on hold as T-Mobile is no longer paying. I chat again, and am told that I am not on Magenta and the only way to get Netflix is to get on Magenta. How are the chat agents allowed to lie to customers?

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1 year ago
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ajamesfFirst activity
posted in Accounts & Services
Digits line on iPhone 11 - can call but not receive calls

Thought I’d share my experience here, & IF anyone else is having the same issue, perhaps it will help… Switched over to T-mobile (3 iPhones, 1 iPad, 1 iPhone for a DIGITS line to serve as our old home phone#).  27 years as a customer of Verizon Wireless.  Ported all numbers over, not a call or text from them.  Tha’ts about $60,000 in payments to Verizon.  Oh well, I’m glad I switched because now I actually have coverage around the college here when the kids are in town.  The students drain the cell towers to where my old non-5G provider struggled to do anything.  Even texting in this area was a struggle.  I’ll stop rambling… So, I had to get this DIGITS thing to work as our home# on an old iPhone, or else my wife would ring my neck for letting that number go.  We certainly didn’t want to pay for a full phone/data line to just receive home phone calls.  Everything was smooth with the switchover until I got to this DIGITS.  Here’s what went down… Old iPhone 11 - set up separate Apple

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1 year ago
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jlflibertyLearner
posted in Accounts & Services
Switched two lines, two more to go.

20+ years T-Mobile customer and have began switching carriers. I have found three others that save me significantly over T-Mobile before this money grab at the expense of their customers banking information security. See other posts where I laid out the facts. The potential billions more they make if you prefer to keep your banking information secured from their frequent (massive) data breaches. Once my children get their phones switched, I’m done with them. They are a German company now anyway so they give a flip about Americans wishes for security. My new carriers are USA all the way.

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1 year ago
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msweeneysFirst activity
asked in Accounts & Services
number transfer protection feature

number transfer protection feature

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1 year ago
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NasosFirst activity
asked in Accounts & Services
Activate a sim card to add a new line

I ordered a SIM card to add a new line to my existing Magenta T-Mobile Plan (I already have 4 lines)I have added the SIM card in an unlocked Pixel phone that I own. I would like to activate the SIM card

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1 year ago
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Alvaro PalmaFirst activity
asked in Accounts & Services
Move to postpaid and invoice increased at the second month

I recently needed a third line, so decided to move to postpaid, $130 for the 3 lines. I also was offered the Netflix on US promotion, which should add $11 or so to the account. Big was my surprise when this month the account went up almost $25. And of course, calling to the Help line is a test to your patience, as nobody ever answers (unless you have 15 minutes to spare waiting on hold). Anybody having the same issue? I know the amount is not that bad (14 extra dolars a month won’t bankrupt anybody), but is the fact of offering a price and then adding ludicrous fees on top the one that really pisses me off.

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1 year ago
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jmayFirst activity
asked in Accounts & Services
No financing for Sprint customers

I finally need to upgrade my s9 from 2019 but it seems tmobile has decided not to allow financing for many former sprint customers.  I was finally officially ported over to tmobile from sprint roughly two months ago, having been with sprint since 2012.  I now have six lines with them, have never missed a payment, and always leased or financed every phone with my automatic bill pay.  Customer service is now telling me that they will not evaluate any financing options for at least six months to a year now that i am officially ported over to tmobile.  Their reasoning is that sprint was more lax in their financing and they need time to evaluate and establish a history as an existing customer.  Does this make sense to anyone?  I will authorize a credit check and treat me like a new customer.  I guess if I want a new phone I just need to take my business to verizon.  This is an asinine and wholly unnecessary decision.

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1 year ago
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tarawa40First activity
asked in Accounts & Services
BILLING INFORMATION

We just added a line and changed to military discount.We all paid billing as of 07/05/23 and started new Plan on 07/07/23; Now we are being billed full month of new Plan on 07/26/23. We were told during our Phone Plan setup that we would not be billed again for July.  Since we were paid-up to 08/05/23.We believe we are paying for an extra 10 days...

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1 year ago
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dnaleriFirst activity
asked in Accounts & Services
incoming group message not showing in Usage

This started recently. My wife is in a group text with her friends. She has Galaxy S9+ while her friends use iPhones. They are also with other carriers (I think Verizon). Before May 8th, all incoming text messages from that group text were appearing in Usage. All of a sudden, after May 8th, only her outgoing messages to that group text appeared in Usage. What's more weird is that individual incoming text from either friends are appearing in Usage. And I think I see this from other group texts that she has with family too! Basically, incoming text from a group text is NOT appearing in USAGE but her outgoing text to that group is appearing. incoming individual texts, however, do appear, even from people from other carriers and iPhones. My wife uses Messages and her friends use iMessages. not any chat apps like Viber or Whatsapp or FB Messenger. I know those go through internet as data. i'm talking about text messages. 

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1 year ago
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Ciscokid1973First activity
asked in Accounts & Services
how do we find out our new phone number before the sim card arrives

How can we find out our new number before the sim arrives?

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1 year ago
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YawaogFirst activity
asked in Accounts & Services
Gargabe TMoblie website wont ever load my account pages

Try to change my plan or edit it at all and get a loading page forever. If I want to add new phones it works fine. I just want to cancel this garbage service and switch to a cheap plan and not play $120 a month to never have any bars on a phone that lags. 

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1 year ago
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cgJulzFirst activity
posted in Accounts & Services
DATA BREACHES

This is an update to a post someone made 4 months ago re “TERRIBLE SERVICE”The post stated that T-Mobile (at the time of the post) had suffered 7 data breaches since 2018. We are now up to 8 data breaches for T-Mobile, the latest being on May 01, 2023, which is the SECOND data breach in 2023! According to T-Mobile, the latest data breach “affected only 836 customers” . Want to know more?https://www.bleepingcomputer.com/news/security/t-mobile-discloses-second-data-breach-since-the-start-of-2023/Customers should be contacting their Senators, Representatives, State Attorney Generals, and their own legal council and filing class actions. Who would ever hire these people to run a network?! If they weren’t already a company, and were just workers they would have been fired, fined, and out of business by now. TERRIBLE COMPANY

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1 year ago
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JayNYFirst activity
asked in Accounts & Services
Autpay can't be setup

So of course TMO now requires a bank account to continue to receive the autopay discount.  They still provide no email or text support,  so one is left dangling on hold for HOURS.   Waiting for someone to tell me how important my call is to them….The issue is that the website will not accept my saving account number.  Too many digits,   Which MVNO is solid and decent customer care.  Looking for a plan that has good mobile hotspot coverage,

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1 year ago
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randyq01First activity
asked in Accounts & Services
move phone number

I want to move my home number as a second line on my iPhone

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1 year ago
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Meinteil23First activity
asked in Accounts & Services
Customer Service flat out lied to me about promotions

I wanted to do something really simple and make a new account under a released phone line. The customer service rep who helped me was very nice at the time and helped me make a new account for this line. I was also trying to take advantage of a promotion for 800 dollars off a new Samsung S23+ since i was opening a new account. I asked the representative if this would affect my coverage since I was switching plans and getting a new phone. The rep Promised me it would not and i could at any time switch between phones if i liked. I asked multiple times if the new phone would still be the same phone number and Fred the rep said it would. I’m thinking to myself that T-mobile actually honors their word. I find an E-mail today thanking me for opening a third line. I thought that was weird and called customer service. Apparently the promotion was for opening a NEW phone number. Of course I was frustrated  after spending 6 Hours (8 at the time of writing this) to get my problems resolved. I wen

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1 year ago
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elliwigySpeaker
asked in Accounts & Services
Sprint "Updates"

Hello,Does anyone know how long these "updates" are going to last? It says I am being updated to T-Mobile billing. This is preventing me from doing literally anything. I went to upgrade and they can't access my account in the store.I went on the website and I can't upgrade as it says I am being "updated" and gives a number to call.I call the number and what fo you know, they say I am being updated and I can't upgrade, change plans, change features or even cancel, they literally can't do anything and this has been going on for DAYS.Sprint customers continue to get royally screwed to the point you can't even cancel your account if you wanted to smh.

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1 year ago
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ysufan1992First activity
asked in Accounts & Services
What contract date to use for rebate

When applying for the Carrier freedom rebate (up to $800 per line) what contract date do i enter? When i opened this new account with Tmobile or the date I started with ATT? 

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1 year ago
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Aralis77First activity
asked in Accounts & Services
North Lane checks bounce

So far the voucher system is awful. North Lane site didn’t work. Then it did but the card didn't work. Now the checks they sent in the mail bounce. Come on T-Mobile!

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1 year ago
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Qzt23First activity
asked in Accounts & Services
DNS SERVICE ?

is T-Mobile’s own provided DNS service encrypted or secured and if not owned by T-Mobile who is your DNS provider ? I’m interested in my data privacy and security.Thanks

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1 year ago
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KfenFirst activity
posted in Accounts & Services
TMobile Lies

I switched to TMobile after being guaranteed two different promotions.  One was the Switch2TMobile rebate that would pay off the 5 phones that I had with Verizon.  The other rebate would be $200 per line for the 5 lines I was porting over as well.  I confirmed three different times that I would get both rebates.  I received one and the other denied.  I have spent the better part of 5 months to get this resolved.  Rebate team said that the rebates are not stackable and that I can't qualify for both.  I told them that I was promised both and it was made clear in writing and in person.  TMobile allows their representatives to lie to get you to switch and then leaves you hanging without resolution.  Classic bait and switch tactic and super dirty.  Don't trust if they ever tell you that you can get more than one rebate at the same time.

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1 year ago
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alarm_meFirst activity
posted in Accounts & Services
international roaming

Before our account switched over from Sprint, international roaming worked as exppected. However, the last 3 trips (to Israel, France, and Switzerland) the performance of the voice and SMS services have been poor. Some family members can receive texts, some cannot. Outbound calls rarely work. Inbound calls are hit or miss. Data generally works, although in France Orange seemed to intentionally slow things down through latency On the last trip, we spent over an hour with customer service to no avail Are other Sprint or TMobile subscribers experiencing this.

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1 year ago
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