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4923 Discussions
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RachdillHelper Level 1
asked in Accounts & Services
Phone not eligible for transfer??

I am switching from AT&T to T-Mobile. I have been trying to port my number for about a week. Every time it fails and says to enter my pin again from my previous carrier (which I have my reset to ensure it’s accurate). I have called and been in store and no solution. However when I check my phone number eligibility to transfer to to mobile on line it tells me it can not be transferred? Why is this?My previous line is still active and it’s in the same area with the same address/area code.

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2 years ago
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Arual_RYRookie
asked in Accounts & Services
Trade in Issues

I got the iPhone 12 pro Max and traded in my iPhone X for the $830 promo. I mailed my device on November 24th, walked into the post office and got a receipt for proof I dropped it off. I got the return label directly from a T-mobile store since I couldn’t print it at home. I kept the customer copy as well. It’s being shipped to Assurant in Texas but my tracking number hasn’t been updated since December 2nd. It was supposed to arrive Nov. 30th but got pushed back due to holidays I’m assuming. It needs to be returned by December 20th so now I’m getting paranoid. I’m calling them tomorrow and asking if  it would still be honored even if the package got lost. It’s not my fault since I did everything correctly.  Also all the links on the T-mobile website and app are useless! They just take me to the log in and that’s it. So frustrating! I wouldn’t have switched over if I knew they’re this unorganized.anyone have any similar experiences? I can’t open a claim with the USPS since I don’t know

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1 month ago
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connecttorojenFirst activity
asked in Accounts & Services
Trade in device dropped in usps but wont show status update

I purchased a new iphone under trade in promo program. I returned my old phone( basically 2 months old) packaged using the tmobile provided return label that was going to Asurion.I dropped the package at USPS and kept the smart label tracking number. It has been 14 days but the status of package is not updated on usps. It says Label Created, not yet in system.  At this point, I have no clue how should i track my package. I received a final reminder email saying I have until Dec 18 to return my device or I will loose promo credits.  I see lots of people have had issues with device return exactly same way and have contacted usps and tmobile both regarding the same but no feedbacks.Please advise next steps.

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1 year ago
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Action1024First activity
posted in Accounts & Services
SOLVED Voicemails not showing up until days after they were left

IPhone8+ I’ve struggled with delayed call and voicemail notifications for years. A phone reboot or airplane mode toggle or network reset would show the missing notifications….but subsequent missed calls/voicemails would not appear.After many wasted hours of support calls and store visits with no resolution, I finally found the source of my problems…….too many visual voicemails!!!!!! PERMANENTLY DELETE ALL OLD/LARGE VISUAL VOICEMAILS!!!!!!!!After removing ~100 visual voicemail messages, I now get immediate  missed call and voicemail notifications.I am so happy!!    

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6 months ago
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b22ri22anHelper Level 1
asked in Accounts & Services
Long hold times

What happened to the team of experts? are they all on break? 45 minutes on hold now…. I want to buy a tablet but the website isn’t working right and my team of experts are on the lam apparently 

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1 year ago
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tienmFirst activity
asked in Accounts & Services
disney plus and netflix

Tmobile told me I don’t get free disney plus and Netflix because I have a pre-pay plan. What is the cheapest plan can I be on to get free disney plus and netflix? Thanks.

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3 years ago
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SilsilRookie
asked in Accounts & Services
Do back glass cracks disqualifies for trade-in at T-Mobile?

Unless I’m reading it wrong or interpreting T-Mobile’s document wrong, I don’t think the trade-in policy disqualifies back glass crack.I’m talking about this T-Mobile support documenthttps://www.t-mobile.com/support/devices/device-troubleshooting/check-the-condition-of-a-device Checking your device conditionThere are four main things to check on your device. Click each link to learn more.Screen & LCD damageLiquid damageFind My iPhone & Anti-Theft disabledDevice turns on (Not required for buyer's remorse or warranty exchange)Screen & LCD damageScreen damage (LCD or display damage) voids all warranties and can't be accepted.When inspecting a screen, remove any screen protectors and cases first. Tilt the device under good lighting conditions, and inspect at multiple angles. Screen damage includes hairline cracks that are difficult to see. Screen damage includes: Cracked screen Cracks or chips in glass that is connected to the screen (including edges) Crushed or shattered scr

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1 year ago
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KeifpFirst activity
asked in Accounts & Services
Email to Text message NOT working

I am trying to email to text message. However, it doesn’t seem to be working. I am trying to test it on myself sending an email from my account to my Tmobile number.  I’ve looked through the threads with no definitive solution. Any help?

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3 years ago
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Sage1973First activity
posted in Accounts & Services
iPhone 12 sim question

Hi, I recently got an iphone 12 pro to replace my iphone X. In the past i have always just moved my sim card to my new phone and called it a day. After some reading it seems i need to use the new sim card that was included with my phone to fully utilize 5g. I have already sent my trade in X back.  I have the new sim sitting here but don’t know how to activate it. If i remove the old X sim from the 12, put the new one in,  go to the tmobile and choose change/upgrade sim it tries to send a text to verify my identity which i don’t get the message because the old sim is sitting on my desk. There is a face id verification method too but that doesnt work and tries to send a text too.  So i am unsure what to do.. i tried calling support and there is a 3 hour wait to talk to someone. I know its covid, but 3 hour wait. I have been a customer 15 years and kinda disappointed with everything right now. Any ideas would be appreciated.

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3 years ago
tmo_mike_c
Community Manager
tmo_mike_cCommunity Manager
published in Accounts & Services
Discounts for Military & VeteransBlog

Today we celebrate and honor all military veterans that have served in the U.S. Armed Forces. We are proud to support Veterans and their families with our recruiting programs, employee networks and the T-Mobile Magenta Military rate plan.Benefits for Vets. It’s tough to truly understand what our veterans and active duty military have been through and thoroughly express how much we appreciate them. T-Mobile shows veterans love the best way we know how: Through our career services, partnerships, and plans. T-Mobile is committed to hiring 10,000 veterans and military spouses by 2023. T-Mobile partners with The Mission Continues, Hiring Our Heros, FourBlock Online, and other organizations that are dedicated to veterans and military. Veterans and active duty military serve us, so we want to return the favor to them. This is a friendly reminder of how we take care of our military customers through plans and services.T-Mobile Military PlansMagenta Military – Giving our military customers unli

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11 days ago
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cadyntFirst activity
asked in Accounts & Services
I'm really worried! TRADE-IN ASSESSMENT - Accepted Value $0.00

Hi,I just did the most recent iPhone 12 trade-in deal to get $300 monthly bill credit.On Check Order Status page, initially it showed “TRADE-IN ASSESSMENT - Original estimated value:$78.00”.After I sent in my trade-in phone, then I received text from T-Mobile says“Your T-Mobile Apple iPhone 7 Plus 128GB Back - T-Mobile with serial number xxxxx has been received and is currently being processed..”Later, another text from T-Mobile says“T-Mobile promo msg: The trade-in for line xxx-xxx-xxxx is complete and will receive a monthly bill credit for the 2020 Apple Trade P16 promotion as long as you maintain edibility & service...”Now, I just received another text from T-Mobile asking me to ship my phone again!!!“Please ship your T-Mobile Apple iPhone 7 Plus 128GB Black - T-Mobile with serial number xxxxx by <mm/dd/yy> in order to receive your monthly bill credit”Freaked out, I went back and check the Check Order Status page again, and now it shows “TRADE-IN ASSESSMENT - Accepted Valu

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2 years ago
tmo_mike_c
Community Manager
tmo_mike_cCommunity Manager
published in Accounts & Services
Welcome Sprint Community!Blog

We’re excited to have you join the family. This is the spot for all things relating to community engagement and involvement. Get comfortable, relax, and take a look around... First things first Getting familiar with the site is gonna be huge so we’ve created a Get Started section. It has the basics for registering and setting up a profile. Head to the How to and guide for other more important articles on replying to messages and logging into the Community. We do have ground rules here so check out the Terms & Conditions for Community etiquette. Keep in mind, we need to keep it positive and family-friendly here. We want everyone to come here and contribute to the conversations. Helpful Content Our Sprint Migration Center is a great place to start for articles on common questions like billing and setting up a T-Mobile ID for your account access. Here are a few other links that’ll be helpful:  Billing impacts for migrated Sprint accounts   FAQs about unlocking your Sprint device 

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16 days ago
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inobRookie
asked in Accounts & Services
Cannot log into my T-Mobile account

I have been trying to log into my T-Mobile account all day and I still keep getting the message: “Looks like we got our wires crossed.We weren’t able to process your request at this time. Please try again later.”Customer Service was no help. I was told that there was an update going on and to try again later.I also tried different browsers and changed the password. Problem not solved.Can anybody help resolve this?Thanks!   

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3 years ago
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sharpdesigerHelper Level 1
asked in Accounts & Services
Shipping Label To Send Old Device Back

So, I have taken advantage of $500 off for Galaxy S20 FE with Trade-In. I have the new phone with me. However, I literally can’t find Trade-In Label or Instructions anywhere on my account. Can someone please help me out in this regard? Also, I did return an unopened OnePlus 8 back to T-Mobile and it was received on Monday. How many days would it take before my account is updated and the device is removed from EIP status?

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syaoran
Pillar
3 years ago
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cromagnetRookie
asked in Accounts & Services
55+ magenta plus cost for 1-line, include 5g?

Hi everybody,What is the cost for 1-line on the 55+ Magenta Plus plan and does it include 5G?Cheers

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1 year ago
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magenta2157513First activity
asked in Accounts & Services
Log-in problems

I have been trying to log in, but keep getting the same error message the last couple of days: Looks like we got our wires crossed. Please try again later.  I tried calling help line but there was a 30+ minute wait.  Has anyone else had this problem and resolved it?  Thanks!

38
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2 years ago
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manishmalaviyaHelper Level 1
asked in Accounts & Services
Final bill with negative total due amount

hello, I have received Final bill from T-mobile that has negative total due amount. I believe that means there is a refund due. I switched from T-mobile almost 2 months back, and this is second bill with same amount has been sent. Not sure what I need to do to settle the account.I tried guest pay, but it did not work with account number provided on the bill.I am not able to log to my account or did not see any chat option for support.Please help explain the bill and next steps i should do.Thanks,Manish

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gramps28
Pillar
5 months ago
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lukeoliveiraRookie
posted in Accounts & Services
Wrong/unknown device showing on my.tmobile.com 2020

It’s extremely frustrating, I have major OCD and when I log into my account it drives me crazy that it shows a different device compared to what I really have. I know this doesn't impact my services but a mobile carrier should have it right. One thing I think I came to the conclusion and the engineers might need to fix this, is if you purchase an iPhone from Apple “Sim Free” it’ll show a different type of iPhone. I used to have a “sim free” iPhone 11 Pro 256GB Space gray and online it would show that phone but say I have it the midnight green 64GB. I upgraded recently to the Max and it's doing the same thing! I get my phones from apple because with trade-in, and my friend who works for apple gets me a 15% discount it just makes sense for me to do it this way.  Just extremely frustrating that the engineers at T-Mobile can’t get it together to get this problem fixed. We used to have the option to select the device and save it, can we bring that back???? Thanks.

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3 years ago
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T RFirst activity
posted in Accounts & Services
Autopay shutoff for no reason...

Super pissed… auto pay shut off for no reason and now I am being charged an extra 10 bucks on the next month, because I had to manually pay it… what is this  T-mobile… super sketchy… remind me again why I don’t leave you right now?

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1 year ago
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meowletFirst activity
asked in Accounts & Services
Issues getting account set up

Okay so -- I signed up for a single line t-mobile essentials account almost 2 months ago now. I then made a t-mobile.com account. The account told me to enter my mobile number to link it -- which I didn’t have yet, so I waited for my bill to arrive. When it did, I attempted to link my number, I get the error: “The phone number xxx-xxx-xxxx is already registered to another T-Mobile ID. Please try another phone number or click here.” The click here link just logs me out. I’ve contacted chat support, and they told me to contact phone support. I’ve contacted phone support as well, and was told that a ticket would have to be filed, and that I’d be called back. I never was. I can’t setup my account online to manage and pay my bill or anything else after almost 2 months and I have no idea what to do, and I’m really frustrated. Any ideas?

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J
8 months ago
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aznnrg177Learner
posted in Accounts & Services
Tmobile Insider Hookup code?

Hi! I have been with tmobile for 15+ years and I have never gotten an insider hookup code. Does anyone have a type 3 code they are not using that I can have? Thanks so much in advance!

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2 years ago
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Marianne O'DonnellFirst activity
posted in Accounts & Services
Do NOT download Scam Shield on your Phone: it's a T-Mobile scam!

Like many of you, I got communication from T-Mobile that recommended downloading the new featutre Scam Shield to supposedly filter scams. As an idiot, I downloaded that app on my phone, and set up the preferences to the strictest scam filters.And now, I’m getting way more scam/marketing calls than I’ve ever had!T-Mobile are the same scumbags as other telcos. Do. Not. Trust. T-Mobile.I’ve now deleted that nefarious “scam shield” app from  y phone, and am considering reporting this to the CA AG.

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gramps28
Pillar
1 year ago
dragon1562
dragon1562Helper Level 3
posted in Accounts & Services
SIM Swap vulnerabilities/ 2FA risks

So with the onset of SIM swap attacks as well as numerous links over the year I wanted to start a discussion to talk about things that we as consumers can do to better protect ourselves. As well as I hope to share information and ideas to T-mobile to improve their security when it comes to our accouts.For those of you who don’t know about  the scam that has been going on a attacker will pretend to be you to get T-mobile to assign them a sim card with your number. It is a type of account takeover fraud that generally targets a weakness in two-factor authentication and two-step verification in which the second factor or step is a text message or call placed to a mobile telephone. Think whenever a bank for example sends you the little 6 digit code to your phone to reset a password as a example.I believe T-mobile should have measures in place that allow for a customer to require a instore visit as a pre-requiste before any kind of change like that can occur. T-mobile should also be sending

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8 months ago
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DMartRookie
posted in Accounts & Services
Why does my mobile hotspot disconnect every 5 minutes?

I rely on my hotspot a lot to work from home because I live in a more rural area and for the past 3 weeks my hotspot disconnects any time I try to use a feature on my phone, check a text, etc. There are also times that no other apps are open on my phone and I have a strong connection and my hotspot disconnects every 5 minutes. 

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3 months ago
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MansterFirst activity
posted in Accounts & Services
Rebate keeps getting denied repeatedly (everyday)

Hello everyone,  My problem is simple yet extremely annoying  and it seems like the T mobile customer support is helpless. I switched to T mobile two months or so ago and they had a promotion of “bring your line/phone, and get $200 off per line” (upto 4 lines per account). I ported 7 lines and applied for the rebate on 4 of the lines (as stated by the promotion). After 6-8 weeks I check the status and it says “Denied” with “no eligible/Port in found”. So I called the customer support and after an hour or so of verification, the lady manually approves all the rebates. She told me that I will get a text for a virtual mastercard/visa so I should keep checking for the status. At that point I was relieved and thought it was all done.  The very next day I check the rebate status page and  it says denied again with the same exact reason. So I called again, went through the same 1 hour of verification and the person manually approves everything and tells me to keep checking. So all good and

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Pillar
11 months ago
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