Unanswered questions

11309 Discussions

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Frank TFirst activity
asked in T-Mobile.com Account

Receiving emails at an old email accouunt

Hi community,A month ago I changed the email address to my TMobile account.I now get billing sent to the correct email account which is OK, however I still receive some mail at my old email. The last email to my old account was for warranty phone service.I’ll note that I was a Sprint transfer if that makes a difference.I have been through every line under my account info and cannot find my old address listed anywhere.Thanks 

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6 months ago
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BillC19136Learner
asked in Plans and Services

forever upgrade phone value

How do I find the trade in values of my phones.I have iphone 13 pro and 2 iphone pro max on my account. Don’t think it’s giving me the forever upgrade vaalue of up to $800. The website currently says may phones are worth $650 each for trade in value. I am on the Magenta Max 55 plan.

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6 months ago
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JaslizFirst activity
asked in Plans and Services

upgrade issues

I currently have the Z flip 3 and wanted to upgrade to he flip 5, Tmobile had a promotion available for Magenta Max (which is the plan that I have). This promotion was allowing me to upgrade my phone, I called the representative and she said that for that offer to work I would have to pay off my current device which had 2 payments left, so I payed the amount, and she said to call tomorrow and that I should be able to upgrade. I called today and the representative told me that I still had an installment due before I'm able to upgrade my device, mind you I had already received an email and pdf stating that my device was payed off, I asked for the amount and the total would only be justified if it was for my watch. I've had issues with them before, the representative that helped me purchasing my phone said that the watch device would be free of charge if I enrolled in their Magenta Max plan and got a line for it, I did just that and noticed that they had been charging me for the device mo

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6 months ago
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RAYGSOFirst activity
asked in Other Devices

5g cellspot not connecting to internet

On July 28, 2023 my 4g cell spot stopped working after a t mobile customer service rep changed something on my account.  I immediately called t mobile about this and they sent me a new 5g cellspot which also doesn’t work.  Both cellspots cannot connect to the internet.I called AT&T, my ISP, and made sure the proper ports were open.  They are but cellspot still not working.  After more than 2 months t mobile has thrown up their hands and said they don’t know what the problem is and I should use wifi calling. Anyone else with this experience or even a solution? 

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6 months ago
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lhs2012First activity
asked in Accounts & Services

Keep and Switch from US Cellular

Has anyone here done “Keep and Switch” from US Cellular? I recently switched to T Mobile combining home internet and 2 lines. I paid $400 to US Cell in order to pay off my Samsung Zflip3 which I was told is eligible for Keep and Switch rebates. I’ve submitted the proof of payment and service agreement to the T Mobile rebate center but it was denied. I was called and told I need to send the final bill from US Cell which is forthcoming. But my concern is that the bill from US Cell is not going to have what T Mobile needs! US Cell states, “The bill will show a payment for that amount, but it will not have the name of the phone on the bill. UScellular bills do not provide that information on bills. The bill showing how much was paid along with the Proof of Purchase,  and a copy of the service agreement (I emailed you), will hopefully work. The service agreement doesn’t have the price but has the name of the phone.” I am confused! Why does this have to be so complicated? I’m worried what US

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6 months ago
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Zobey41First activity
asked in Troubleshooting

5G home wifi slow download speeds 1MBs

Just unboxed and connected 5g gateway. The app says Excellent connection at 5 bars but my download speed is only at 1MBs. Why?  I've been downloading a movie that's only 2.3gb it's been 30 minutes now and I'm only at 50% and I don't have any other devices connected to the gateway?  Any suggestions or insight?Thanks everyone 

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copz1998
6 months ago
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Neville05First activity
asked in Android

Protection360

Why is my protection 360 not valid for my Samsung Galaxy S23 Ultra? I got a new phone and after a week got message device not eligible for protection 360 apple care services. Can someone please advice next step?

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6 months ago
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mbjRookie
asked in Troubleshooting

Connection=Excellent Download Speed=POOR!!

Been watching buffering circles on my TV every few minutes for several hours; on hold for support now 45 minutes and counting. . .  Connection reads “excellent”; Download speed=POOR.  How do I get help???  Have I told so many people in my community how happy I’ve been that my tower can’t handle the new accounts?  Seriously, why would my download speed be so sluggish, and what can I do about it?  Please note:  Connection IS excellent, so I do not need an extender.  And I have now been on hold for an hour.  Shall I just quite T-Mo Internet and go back to Verizon?  

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6 months ago
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Ph0n3s4lifeFirst activity
asked in Accounts & Services

Hold Music

Why is the hold music so loud and irritating??  Can you please turn the volume down at the least??

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6 months ago
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wwest8158First activity
asked in Accounts & Services

Unable to locate a returned device

I have been unable to get my issue resolved with T-Mobile and they consistently state that I should not worry and that they completely understand.  I think if I hear one more representative from T-Mobile state such, I’m going to lose my mind.I returned a device aka cellphone within the time window allowed for a full refund.  Warehouse received said device on September 1, 2022.  They to date have still not been able to located said device and thus no refund for me.  I guess I will have to move this issue on to my attorney for their advice and/or just go to small claims court just to prove a point.  I have always for years paid on time every time and never had a complaint until today.  It is sad and disheartening that they blow the issue off as if is not important.  However, as customers we have to stand for what is right.  Thus, I will be closing out my account and taking my business elsewhere.  I’m ashamed to think not only as a veteran but as a long time customer that it would earn me

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6 months ago
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ABMFirst activity
asked in Billing

I Need Help! I returned the wifi box and still got charged $400!

I had service issues so they sent me a new box. By the time the box arrived my service was working again. I returned the new wifi box and I was still charged $400. I called and they gave me a refund. Next thing I know my service was suspended for unpaid bill. They have now restored my service. However, they are not removing the $400 from bill. I’m stuck in a loop now of not paying this and getting my service suspended. Please help! They have the wifi box back. I need a $400 refund.

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6 months ago
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berltolyaFirst activity
asked in Coverage & Signal

low hotspot connection speed

Internet speed is almost zero when I want to share it from my Pixel 6

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6 months ago
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Susan4BamaRookie
asked in Accounts & Services

I can't download my bill

I've never been able to download a bill. I've tried everything to clearing the cache, and using different browsers. I downloaded the app, and still can't download my bill from the app. I contacted support in an active chat back on July 24, with no help, so I reached out to them again today. They said they will contact me via e-mail, so we shall see. I'm really tempted to switch back to Verizon, who I had service with for over 15 years with no issues, other than higher prices. 🙄This is an UNRESOLVED issue, but is marked as Resolved on this site.

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6 months ago
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CissydFirst activity
asked in Other Devices

ps4 is dropped

My ps4 is getting dropped from internet connection how do I fix this?

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6 months ago
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js1994First activity
asked in Accounts & Services

Delete credit/debit card information permanently

I connected more than one card to my account for autopay and deleted most of them. How can I ensure the card information is permanently deleted so it’s not at risk if another data breach happens? Do I need to submit a GDPR or CCPA request as a current customer?

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6 months ago
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myapathyFirst activity
asked in Accounts & Services

Text Usage shows tons of texts that were never sent or recieved

Checked text usage and noticed a ridiculous number of texts incoming/outgoing with a friends number that i talk to a lot. There are blocks where it says 10 plus messages incoming in the same minute and at times and on days we never texted. In a one week time span there are 54 pages of these and we were barely communicating through text. The time stamps also make no sense even if you consider the PST time zone difference. Has anyone else noticed anything like this?

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6 months ago
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23 year customerFirst activity
asked in Account hub

Is it just me

Or is T-Mobile for business customer support the worst? I’ve been trying to get an issue solved for 4 months. 4 MONTHS… I’ve been on hold for over 3 hours this evening after a total of 20 calls over 4 months. This is like a full-time job at this point. I’m just ughhh… 

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6 months ago
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L9279First activity
asked in Apple

EIP late signaturr

I order the iphone 15 pro max , on September 29th and I never received an EIP email for the signature. Today I contact customer service to update my card , and representative stated I am missing the signature on the EIP. She send me the email and I sign it but representative state that my order would be canceled since it has been past 48 hours. But I still see my order and receive my email of confirmation 

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6 months ago
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rich6630Rookie
asked in Accounts & Services

Lost my phone and cant get the verification text code

Simply put,  I lost my phone,  so I have a brand new tmobile sim in front of me and want to update my sim and place it into another phone,  yet I'm prompted to get a 6 digit verification code that's being sent to the missing device.  What do I do?

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syaoran
Pillar
6 months ago
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BoazFirst activity
asked in Accounts & Services

how to complain about t mobile store manager

How to complain about a store manager ?

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6 months ago
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drqazFirst activity
asked in Coverage & Signal

Slow notifications

Hope this is the right place.  I’m having trouble with slow notifications on my Samsung S21.That is, . . .Ring Security notifications can take as long as 15 minutes from time on device trigger to the time I get an audible notification on my phone,  Ring device hx show the correct time the device is triggered, but the notification is slow.Microsoft Family Safety notifications can take as long as 30 minutes from time a destination is reached to the time I get an aubible notification on my phone,  Family safety Notification hx shows the correct time the device is triggered, but the notification is slow.Life360 notifications have the same problem.  I’ve emailed Microsoft, Life360, Samsung, Ring.  3 of them note if the app notifications show the correct trigger time, but the audible notification on my phone is delayed, the problem is with my carrier (i.e., T-Mobile).How do I eliminate the delay for audible notifications?

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6 months ago
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jcline99First activity
asked in Accounts & Services

I want to cancel call forwarding on my phone

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6 months ago
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poppy678First activity
asked in Troubleshooting

New gateway will not turn on when plugged in

Hello, I just got my new gateway and I have plugged it in to a outlet I know works, two hours later it will not turn on. Unable to hook it up or reset it.  Do I need a new one?

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6 months ago
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HeavyT666First activity
asked in Troubleshooting

T-Mobile home internet being slow and shutting down completely

For the past 4 months I have used T-Mobile home internet, and it has been fine until the beginning of this week it has been going slow and all together resetting and shutting off for the next couple of hours. I don't know what is causing this but whenever I call for support they usually fix it immediately but then next day the same problem occurs I am plug it to reset it myself and it usually works for the first five minutes and then a completely crashes and shuts down. I'm really considering on Switching but if there is a really good way to fix it and make it so it doesn't reset anymore then I would love to know it

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6 months ago
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postbolognyFirst activity
asked in Apple

Are backorder dates accurate?

Are backorder dates accurate? Sorry I am new to this but I saw that the Iphone 15 pro max backorder estimated ship date for Black titanium and Natural to be October 3 - October 17. That seems really fast compared to apple’s website. It is a false expected ship date?

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6 months ago
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