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Accounts, Plans, Features, and Billing

5377 Discussions

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telephoneFirst activity
asked in Accounts & Services

How To Opt Out Of The T-Mobile Forced Plan Migrations?

What can we do about: Customers on specific legacy plans are set to be migrated. Below is a chart detailing which plans are affected and what plan those customers will be moved to.          Current Plan         Plan After Migration Simple Choice / Select Choice Either Essentials Select or Magenta Magenta Go5G Magenta 55+ Go5G 55+ ONE Go5G Simple Choice Business Business Unlimited Advanced

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6 months ago
the_chemist
the_chemistSpeaker
asked in Accounts & Services

Can't Forward Text Messages - Used To Work

My girlfriend and I share a Magenta 55 + Max account on T-Mobile.I am the primary account holder. Each month when I get the notification text from T-MOBILE that the money is going to be withdrawn from my bank account I forward the text message that I receive from T-Mobile to her. She then sends half the funds from her bank account to mine.  Today we found out that we can't forward text messages to each other anymore, when I tried to forward her the message I received from T-Mobile. The message acts like it is going through from our Samsung Android phones, but the other party never receives it  We can however send a fresh text message to each other or reply to a text from each other.  I tried to forward the sane message to my Verizon line from my T-Mobile line and once again, it acts like it is going through, but it is never received on the other end.  Obviously the numbers are not accidentally blocked because a fresh text or reply to a text works. Forwarding just stopped working.  Rebo

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the_chemist
1 year ago
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jinjenkRookie
asked in Accounts & Services

UPS lost trade phone

Desperate here. I did everything I was ordered to do by T mobile. used their shipping label and shipped it via USPS. long story short it’s missing. talked to the customer service. As you can imagine all I hear is same thing like parrot. “ma’am, we didn’t get the package we can’t honor your trade in value.” Now I got the message that they will stop my trade in credit. because I didn’t return device. what should I do? Of course, I have receipt and everything. I don’t want to talk to that dumb customer service robots anymore. anybody know where I turn to now? 

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Community Manager
1 year ago
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cptelbow33Learner
asked in Accounts & Services

how to access free mlb.tv

I redeemed the free mlb.tv offer, but don’t know how to access it. I already had an existing mlb.tv account but don’t know how to link the 2. When I try and start over, it says I have already redeemed the offer. Any ideas? Opening day today and I am left out.

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9 months ago
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tmarie71Rookie
posted in Accounts & Services

Being charged for device tmobile received but cannot locate

In January of 2022 I purchased a new iphone pro 13. I received the device and on the same day requested to return it because it was too small. I was sent a shipping label from tmobile for UPS. I packed up the device in the exact same packaging and mailed it the next day. In the meantime I had ordered the PRO MA X instead. I paid $119.03 for the first phone and was told I would be refunded once the device is returned. After a few weeks I followed up and was told the device was received by tmobile on January 11 and that my refund was being processed. Another week goes by no refund. I called and was told it could take up to 30 days and its still processing. Last week I check and still no refund so I called and was told by a “tmobile expert” that they never scanned in the IMEI number that is why I didnt get my refund yet. She assured me this would be taken care of etc. Fast forward to today...I got a call from tmobile, the same “tmobile expert” and she said you havent received the refund b

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2 months ago
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HawaiiRFirst activity
asked in Accounts & Services

No Love For Loyal Customers of 20+ Years?

I’ve been with T-Mobile since the company was VoiceStream. Granted, I did have a slight 1 year gap, I’ve loyal ever since. The reward for that? Nothing. Why does T-Mobile not give a crap about long time, loyal customers? Why do only new customers get iPhone deals? Why do I have to add a new line to get a deal? I don’t need/want to change my number or add an additional line that I’m not going to use just to get a “deal” on a phone. It actually ends up NOT being a deal at all if you factor in the cost of the unnecessary line.A few weeks ago, I was duped into adding two lines, then told I could cancel the lines after 90 lines with no penalties. I was incorrectly told that I’d get the phones for super cheap with trade-in, only to find out that I was given incorrect info.So, I’m back to square one: no deals for people like me who have been around forever. What’s the point of being loyal when I can just move over to ATT for basically the same as what I’m paying now?Does management actually c

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1 month ago
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smcfadd1First activity
asked in Accounts & Services

Promotional Trade-In Credit Never Applied to Account?

Several months ago, I moved from Sprint to T-Mobile and traded in my paid-off, fully functional and cosmetically near-perfect iPhone XR during a promotional offer to “Get an iPhone 12 on Us” with any Apple trade-in in good condition. I had a solid, grandfathered in price at Sprint, but after reviewing all of the conditions of the promotion, I realized that I could potentially be saving money with a new phone if I met all of the promotional requirements. So, I went in to a T-Mobile store and spoke with a representative who, after inspecting my phone, determined that I was eligible for the full promotional value of the phone, and we began the process of switching my line from Sprint to T-Mobile. This process required ‘’porting” the number from Sprint to T-Mobile. It usually only takes a few minutes, however, my porting was significantly delayed. I waited in the store for about 45 minutes, before the representative told me I should likely come back several hours later before store close t

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2 months ago
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magenta10624417First activity
asked in Accounts & Services

Is this a scam

I received a text thanking me for my business. When I clicked the link it said that I had won a TV. After taking a survey and told me that I have to pay shipping for the TV and asked for my information. Is this a scam?

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1 year ago
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emaldo1983First activity
asked in Accounts & Services

FamilyWhere Is ruining my life!!

so im a 34 year old woman who has a spouse that constantly uses the FamilyWhere app to track my location. That alone is extremely annoying. But what’s worse is that it’s oftern not accurate and tells him I’m at places that I am not. I’m not a child that needs to be tracked. does anyone know of an outside app that can completely block my gps signa? Turning off my location services on my iPhone doesn’t work. Please I’m so sick of fighting over the results it gives him.  I called tomobile to ask them for help all the rep said was that he could disable my short codes, which would block the app. But since my spouse is the account holder all he had to do was call T-Mobile and reverse what I did. This is hell!!! Please someone any help is appreciated.

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4 months ago
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gbevRookie
asked in Accounts & Services

MLB.TV Won't Redeem

Trying to redeem the free MLB.TV offer today and when I tap “REDEEM” on the app nothing happens. Anyone else having this issue? I updated to the latest MLB app per their suggestions, but it still will not respond when I tap the “REDEEM” button. Can’t get help from T-Mobile

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1 year ago
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tjcubbyFirst activity
asked in Accounts & Services

MLB.tv Promotion

With baseball season about to start, was wondering if you knew as the past few years, we T-Mobile customers have been able to receive MLB -TV, was just curious if there was going to be another promotion this year? Thanks.

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1 year ago
rbob
rbobHelper Level 1
asked in Accounts & Services

Is Netflix on Magenta 55+ and Magenta MAX 55+ a "real" Netflix account?

With Magenta 55+ and Magenta MAX 55+, can the Netflix service be used other than on the phones? Like on the Roku box at home?

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Pillar
8 months ago
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mnikatorrFirst activity
asked in Accounts & Services

Im trying to send a text to a 5 digit number and i get a response, "Service Access Denied", why?

I am trying to send a text to a 5 digit number and i get a response, "Services Access Denied", Why?

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Pillar
2 years ago
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usmc_fairyFirst activity
asked in Accounts & Services

Credit check left a hard inquiry

So, before I had established an account with t-mobile, a representative from t-mobile specifically told me that the credit check would be a SOFT PULL and NOT a HARD PULL. So i agreed to have them pull my credit since it was only going to be a SOFT PULL. After all was said and done, four days later i check my credit and BAAAM! It's a friggin HARD INQUIRY that showed up on my credit. Called t-mobile's credit department told them a t-mobile representative specifically told me it was going to be a SOFT INQUIRY and they told me that it's definitely going to be a HARD INQUIRY, according to their policy. To resolve this issue they told me to contact Transunion to dispute the inquiry. Transunion told me to call t-mobile. So i call t-mobile to see if they can provide me a document/policy that SPECIFICALLY SAYS IT WILL BE A HARD PULL/INQUIRY that shows up on your credit. I was then transferred about 600 different times to 600 different departments in t-mobile and NOT ONE can provide me a policy/

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1 year ago
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magenta3796280Learner
asked in Accounts & Services

Legacy account balance wrong

I've got a legacy account for my emergency phone @ 10cents a minute.My balance is $44,my minutes available show 225.Do the math.

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2 years ago
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Momo2022First activity
asked in Accounts & Services

Spam Group Text - 🚫

This week I started getting spam group text mesaages daily. How do I make it stop? Guessing my number was stolen or sold. Also Messager isn't even allowing me to block the whole thing, have to individually block all 20 numbers but each day different numbers.

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syaoran
Pillar
11 days ago
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Press2EscFirst activity
asked in Accounts & Services

Usage Details NOT Available (aka not updating) since Feb 1

  I called in and put in trouble ticket 2 weeks ago and never heard back from anyone since.  Prior to Feb 1, 2023, this real time tracking feature of data, phone and text message usage detail is no longer working with either the mobile app or web access.    I use this info to verify billing of clients.  Obviously as all cellular companies offer metered (data) and quantity (calls, texts) data for billing and capacity purposes - this data is readily accessible & available @ T-Mobile and it has been working for YEARS.   C’mon guys, this is an easy code fix!!   I hope this lack of response AND the excessive (over an hour wait) long hold times are not the new norm (decline) in TMobile service and support levels… If so, we know how this story ends.  Please fix this code problem!!!    

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Community Manager
1 year ago
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sunnyhazeLearner
asked in Accounts & Services

can't send specific text message

I’m trying to text the following link and while my phone indicates the message was sent, the receiver never gets it.  If I use AT&T the message sends fine. https://www.canadiancovidcarealliance.org/media-resources/the-pfizer-inoculations-for-covid-19-more-harm-than-good-2/ How do I turn off the censorship feature?  

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1 year ago
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Extremely FrustratedRookie
asked in Accounts & Services

NEED HELP - Ported from Verizon and unable to receive any SMS texts from Verizon phones, all else fine

Six weeks ago I switched 4 phone numbers from Verizon to T-Mobile and purchased 4 new phones.  While the other 3 work fine, mine has a very specific issue that no one has been able to resolve.I can call and text phones on all carriers with no issue.  I can receive calls and MMS texts from all carriers with no issue.  This includes sending photos and group messages.I can receive SMS texts from all carriers, however I cannot receive SMS texts from any Verizon phone.  If a Verizon user texts me even one word, it is not received.  To make it worse, the sender does not know it was not received, and I do not know that they tried to send me something.  It is a business line that I’ve had for over 20 years and I now have pissed off customers and am missing out on potential new business.  I have made dozens of calls to T-Mobile and Verizon tech support, and completed all the triage and troubleshooting steps, including:New SIM cards (physical and E-sim), and switching to different phones.Perform

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1 month ago
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magenta2911138First activity
asked in Accounts & Services

Charges for conference call numbers

I am a new T-Moble customer as of August.  Today I received a rude shock when I learned that some conference call phone numbers (in the US) are "out of plan" and that T-Mobil will charge me extra to make what have been routine calls with other carriers.  For a plan that is advertised as covering all of the US, Canada & Mexico this seems like a "bait & switch" policy.  Does anyone else object to this?

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tidbits
Pillar
1 year ago
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magenta2504706First activity
published in Accounts & Services

T-MOBILE support does not speak English

Five phone calls to fix a simple problem and no one speaks English.They are reading canned scripts in broken English: "Thank you for patiently waiting", but there is no ability to communicate with them.I keep asking for a U.S. representative or someone who speaks English and they transfer me back into the same queue.Is this some kind of joke?Is anyone aware of how to get a hold of a U.S. representative, even long enough to cancel service?I've had enough of this and will be switching to AT&T

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1 year ago
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piyabole1First activity
asked in Accounts & Services

I do not see Live chat on tmobile website?

I would like to chat with customer service via tmobile website. I clicked on contact us and all I see is "chat" but nothing to click on to start a conversation.

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Pillar
6 months ago
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doconrua714First activity
asked in Accounts & Services

T-Mobile One TE vs T-mobile One

Help me please! any one on this forum. there is a time some where in November 2016 (Black Friday Deal) that T-mobile roll out a plan tmobile one TE. it is hot deal i grab it on slickdeal.net that it post. so i have 5 line  T-Mobile ONE™ TE includes unlimited talk, unlimited text and unlimited data on our network with no annual service contracts, or data overages for 120$, or you can get 4 lines depend on when you enrolled. its was instant hot deal.     So here story, now T-mobile charge with 120$ for 2 line unlimmited, and each one additional line is 25$ ( 75). The total is 195$, its big different. i did try customer service to explain but its useless. It's like "a little david versus Giant" now. i hope some one out there have similar situation like mine. And even worse now, every time you try to call customer service, they will try to make you get rid of the tmobile one TE plan and joint tmobile one TI plan. In my case TE is better deal for me. I hope T-mobile will honor the deal that

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3 years ago
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magenta2724053First activity
asked in Accounts & Services

Remove line from family plan

How do I remove a line from my family plan?  They are going on their own.

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Pillar
6 months ago
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magenta4469737First activity
asked in Accounts & Services

Sending E-mail SMS to T-Mobile Phone

Hey there!My name is James, let me start with the summarized version of the issues:     When sending a message from Gmail to a phone number **********@tmomail.com, the message successfully reaches the phone when that address is entered into the "To" or "Cc" field of the email, but the message is blocked when it is entered into the Bcc field. I tried this on multiple carriers and it seems that T-Mobile is the only one with an issue.     Now for a more in depth explanation. I am currently testing to see if a Gmail account could be used as a quick alternative Mass Notification System for my company. I used my own cell and a few co-workers cells in the test, my own is T-Mobile and the others were AT&T and Verizon. When I sent the message from Gmail to the respective phone numbers, it reached everyone, but I had entered the addresses into the "To" field on the email. For obvious privacy and security reasons, its preferred to enter them into the "Bcc" field of the email, that way not eve

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1 year ago
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