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Replies posted by Cali Cat

387 Replies

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derangedplanetFirst activity

asked in Other Devices

Can I keep a wearable line if I cancel all other service?

ATM I am looking into getting the the new Galaxy watch. I know it's free with 2 years qualifying service for a line. ATM we have over a year left with my phone required. But the service out at my house isn't the best. So we had discussed changing carriers if TMobile hadnt built more service in the area by that time. I'd much rather keep TMobile but it's silly to drive to town in order to make a reliable phone call. Anyways if we were to end up canceling our regular plan would we be able to keep the wearable plan? I imagine this would mean my watch and phone would have different numbers but oh well. I just wanna know if you can have a wearable plan without a cell plan. And if so, is it more expensive than the regular 10$ per month? TMobile will give you a free cell booster that connects to your home internet so you get full bars at home. You can also use wifi calling if your phone supports that (assuming you have wifi at home). You can get more info from TMO support.

digital_witnessRookie

posted in Accounts & Services

Website Ordering Issues

This doesn’t help solve your problem, but this will help understand what’s happening. When you order a no down payment phone, the full price of the phone is applied to your internal TMobile credit line. This credit line does not show up on your account but you can ask the TMO support rep how much credit you have.Once you place an order and it’s added to your credit line your TMO rep may not be able to place a new order for zero down due to your credit line being tied up with your original order. Unfortunately after you cancel your first order, it takes several days to weeks for your credit line to update.One last note - the internal credit line is pretty small since it’s not a general credit line. It’s only for phones so don’t expect it to be more a couple phones worth. If you have any other phones on a payment plan those would also be applied to the credit line until paid off.I had a problem once where I wanted upgrade another phone but had my credit line all tied up with prior paymen

jamiehowarthFirst activity

asked in Plans and Services

How to get the $30 home internet plan on magenta max?

This is the full text of terms and conditions right off the promotions page:With $20 monthly bill credit.“Limited-time offer; subject to change. Qualifying credit, 2+ lines of Magenta MAX, Magenta Plus, or ONE Plus service, and Home Internet service required. Credits may take up to 2 bill cycles; credits will stop if you cancel any lines or change plans. Limit 1/account. May not be combinable with some offers or discounts.”I’m really glad I came across this post because I did not know that One Plus service qualifies which is what I have!

asked in Gateways and devices

wifi thermostat connection to home internet

For your Netgear Nighthawk, try connecting a network cable from one of the ethernet ports on the TMO gateway to the WAN port on the Nighthawk. From there you have a couple choices with how your Nighthawk operates.Access Point Mode - this will create a pass through from your Nighthawk router to TMO gateway for IP assignment. This will avoid creating “double NAT” if the is a problem for any of your network devices. Downside is that most of your router features will not be available since it is not functioning as a router.DHCP - this will create a new DHCP layer behind the TMO gateway and all of your devices connected to the Nighthawk will not have access to any devices on the TMO network. Benefit is that all of your router features will now work like selecting DNS. Downside is this creates a “double NAT” which some devices may not be able to resolve.My personal configuration of my own router is DHCP so I have “double NAT”. I don’t have any problems with my devices. Here is my list of dev

GerdFirst activity

posted in Accounts & Services

T-Mobile Bait and Switch scam on December 2021 "Free" upgrade to IPhone13 + airpods

For promotional trade ins (meaning higher trade in than fair market value), here is how the math works:As long as you get the quote for your phone model with accurate condition, you should get the full amount. For example, if the promotion tells you the trade in device qualifies for $1000 for your selected new device, then that is what you will get. Once you accept, your phone will get assessed “fair market value” as decided by TMO 3rd party trade in service Assurant. For example, let’s say FMV says your phone is worth $500 even though you qualified for $1000 trade in. The $500 FMV will be spread over 24 months statement credit. In this example the monthly credit will be 20.83. Your last credit will be a little more to true up rounding. Since the $500 in monthly credit does not cover your $1000 trade in promotion, TMO will issue you a one time $500 bill credit up front on your next bill. The monthly credit and the one time up from credit will equal $1000.Now for what you get charged fo

Fed-upFirst activity

posted in Accounts & Services

they said card denied for order but same card is autopay.

I can confirm there are problems when ordering online. I had an order in “processing” for a week and when I called to ask what the delay was, the TMO rep told me my credit card declined the charge and they will try again in 4-5 business days. That sounded plausible since that would give me time to get it straightened out with my credit card company. However, I never received a fraud alert from my credit card and when I called my credit card company, they had no record of an attempted charge. I was 99% sure this would be the case because I never got an alert that I had a transaction over $500 which I setup on my credit card alerts.A couple days later I get an alert that a transaction over $500 was authorized and of course that was finally the charge for my phone and it shipped the next day.I don’t believe the TMO reps actually know all the reasons why an order didn’t process because a lot of errors can happen. They are trained just to give the “most likely” answer.Also to this day, nobo

K4VWRookie

asked in Gateways and devices

Purchasing a used Gateway

The other explanation is that Nokia gateways are being phased out for the Arcadyan. If someone wants to buy all the returned Nokias and remaining stock then why not? Just message the eBay seller and ask if the guarantee if the the units they are selling are guaranteed to work on Tmobile. As long as you get a “yes”, you have it documented on eBay and can return with eBay guarantee.

Allen_46First activity

asked in Gateways and devices

Pulse Secure VPN - Keeps dropping every few minutes

You mentioned working fine for “45 days” which I assume is meant to say no changes made to your TMO service, TMO gateway, and your laptop during that period. Based on this assumption we can eliminate the following possibilities:Some folks have reported problems with VPN due to TMO home internet gateway changing public IP on a regular basis creating a conflict for VPN services that require static IPs. However, in your 45 days of no issues, TMO gateway would have changed IP multiple times but your VPN still worked. You don’t mention any change in bandwidth or general connectivity which would rule out something changing on your local cell phone tower. Your current firmware version is the latest but it was pushed out in April so the firmware did not change during your 45 days of operation.Assuming that company A made no changes to your laptop, then one must conclude something changed on the configuration of VPN provided by company B.A couple questions you can ask to get to the bottom of t

AliwidFirst activity

asked in Accounts & Services

Epson Printer will not connect to 5G gateway

Where does it fail and how are you trying to connect? For example if you are trying to use WPS, TMO has no WPS support.

SpiffyCatFirst activity

asked in Accounts & Services

International Texting -- iMessage vs. SMS/MMS

I have an iPhone and use iMessage with SMS and MMS enabled. I assume you also have an iPhone since that is the only way to use iMessage. I have been to multiple countries and have never been charged for using iMessage since international texting is including in my plan. I have used iMessage to other iPhone users and Android users. However, I always get a confirmation text once I land in a country that is included in the plan. Since you don’t say where you plan to go, make sure you see the confirmation text since the international data and texting is a limited list of countries. The confirmation text will tell what you can do included in your plan plus upgraded services that you can purchase.

sscheversFirst activity

asked in Troubleshooting

Stream

Yes, when connecting to a secure wifi “passphrase” is synonymous with password set for that particular wifi. If you are using the default wifi settings on your TMO gateway the passphrase is displayed on the bottom label of your gateway.

TucsonJimRookie

posted in Gateways and devices

New gateway coming see tmo.report

Nate Tater has a video showing the FCC filing for the new gateway. I hope I can get one soon to replace this trash trash can. I’ve been keeping track of lost connections. The average is I have to reboot it every 2 days over 6 months. That is a problem. Given the age of this thread are you sure the “new” gateway isn’t the Arcadyan KVD21 that started to ship in Q1 of this year? If not, where did you get the info that there is another device coming in July?

LogansonFirst activity

asked in Gateways and devices

Mac won’t auto configure ip

How is your Mac connected to your router? Wifi? LAN?Self assigned IP means your Mac isn’t connected to your router and unable to get an IP assigned via DHCP.You can also try “Renew DHCP Lease” on the TCP/IP settings tab.

traveler1First activity

asked in Coverage & Signal

I'm in Greece and my Cellular Data is not working!

Do you have cellular roaming enabled? Did you receive a text from TMO when you arrived in Greece confirming data was included?You can always try rebooting your phone.

BertrandHelper Level 1

asked in Accounts & Services

Why is T-mobile charging for WhatsApp international video calls?

If you are using cellular data for WhatsApp, that may be what’s triggering international phone calls. If you are using wifi, then there shouldn’t be any charges since you are not using any data on the TMobile network. You can also try disabling international phone calls.I believe all cellular carriers in the US have some cases of billing for WhatsApp and other VOIP apps for international calls.

kingmepFirst activity

asked in Accounts & Services

Paying off BOGO

Hi, I am wondering if anyone would know an answer to my question. I spoke with 5 different mobile employees over chat and 3 over the phone and received different answers. Seems like they have no idea. We purchased 2 phones with their BOGO special about a year ago. One device is being paid off every month, the other is receiving monthly bill credits. We are looking into getting new phones directly with Samsung and would love trade ours in. We want to pay off the phones. So we know that the one that is being paid monthly by us, can be paid off right away and will not affect the “free” device. We, however, would like to trade in the “free” phone as well and we spoke to mobile about this and received different answers. I understand the phone is locked and still have remaining balance (supposed to be 24 months so until November). BTW, it is weird they say it is locked even though I can put any sim card in it (including one from Europe) and it works just fine. Anyway, we asked about payin

AliwidFirst activity

asked in Accounts & Services

Epson Printer will not connect to 5G gateway

Have you contacted Epson support? Your model is fairly new and high end so it should work fine with your TMO router.One thing you can try is to separate your TMO router wifi into separate 5 and 2.4G SSIDs to see if that helps. Several users have solved their printer connectivity issues this way. You can search on this community on how the separate the wifi SSIDs depending on your TMO router model, but it’s generally pretty clear on the TMO home internet mobile app since it’s one of a few features in setup.

alabamapastorFirst activity

asked in Accounts & Services

The worst customer service

I sympathize for all of you that have unresolved issues. With so many customers there are going to be mistakes and with so much automated systems, one-off type problems can seemingly go around in circles. I switched to TMobile about 10 years ago coming over from ATT. My last year of ATT, I literally had to call every month for 6 months to get them to correct my bill, which they always did but with a promise that it won’t happen again. On the 6th time I made sure the noted my ultimatum - if I have to call one more time it will be to cancel. The rest is history, but one of the more satisfying calls I’ve ever made when I canceled and the poor cancellation guy asking the innocent question of “why are you cancelling?”.The switch from ATT to TMobile was not without issues. I can’t remember the details from that time, but the numbers weren’t adding up on what I was told I would get reimbursed and TMO agreeing with my math. It look 4-5 calls to get it straightened out and back then TMO was fa

AngelinaSFirst activity

asked in Troubleshooting

5G Internet

Do you both have Nokia gateways (silver cylinder)? If so it sounds like your gateways may be overheating. There are many threads on this.

SpiffyCatFirst activity

asked in Accounts & Services

International Texting -- iMessage vs. SMS/MMS

One correction - I do have international calling disabled on my account which prevents any possibility that any of my texts are considered phone calls while abroad.

OrtaGSFirst activity

asked in Accounts & Services

Transfer Calls to Another Cell Phone

I think you can only do this by conferencing in the other cell phone, then dropping off once the other cell phone picks up. I believe conference calling is included as unlimited calling plans, but I would check your plan details to make sure.

bwells46Helper Level 1

asked in Gateways and devices

Using T-Mobile as second WAN on Asus RT-GXE11000

As long as your router supports load balancing then it should work. There are many TMO home internet users that don’t use the gateway’s router, but use our own routers. I personally use the Asus Zen mesh with the Arcadyan gateway and have run scripts to disable the wifi SSIDs.

mlcjmcFirst activity

posted in Coverage & Signal

Would buying a new phone give me better service in areas with poor coverage?

No it will not. In fact the areas that don’t have strong coverage will try to transmit using older standards that your phone already supports. Concerning wifi as long as it’s not open and uses a strong security standard requiring a passphrase, you should be fine. However, who ever owns the wifi network can see where you are connecting, they can’t see what data you are passing back and forth. Now this requires your employer to identify you from your phone’s MAC address so if you have not shared this with them, there have no way of them knowing who you are. Additionally you can enable private addresses on your iPhone so that it creates a virtual address for the network that can never be traced back to your phone unless you volunteer that information.

asked in Gateways and devices

how to view clients connected to tmobile router

On the TMO Home internet mobile app:https://www.t-mobile.com/home-internet/appOne of the options is to show connected devices. Note, there appears to be a bug where a device that is connected via ethernet is still displayed as connected via wifi. Unfortunately, you cannot change the name of the device or change the IP to static so write down the MAC address of you device once you find it.

wschumacFirst activity

asked in Troubleshooting

Finding 2.4 T-Mobile SSID

Without knowing the full conversation and context of your TMO tech person’s recommendations here are the facts regarding 5 versus 2.4 wifi bands:2.4 ghz has a wider connection range, but slower data rate 5 ghz has a small connection range, but faster data rateIf you are connected to 5 ghz and your wifi signal strength is good, there is no need to change to 2.4 ghz. Devices vary but in my experience even 2 bars on 5 is faster than full bars on 2.4. However, I have been in a couple situations where 5 ghz was so weak, I couldn’t connect so 2.4 was the only viable option, but it was very slow in those cases.The only way you can manually change between 5 and 2.4 ghz wifi on your device that supports both is to separate the two bands into two separate SSIDs so you know which SSID points to which band. Look at the manual for your specific TMO gateway model on how to do this. By default the TMO gateway combines both bands into one SSID and passphrase and your device will always pick which ever

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