Unanswered questions

11294 Discussions

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marenurbanicFirst activity
asked in Accounts & Services

Transfer of liability

I migrated my Sprint account to T-mobile a few days ago. I have two lines on the account - one is my husband’s and one is mine.  When I asked about us changing the account holder from me to my husband, the person who helped us said that we had to call T-mobile to do that on the phone, that they don’t understand why the people in Customer Service keep sending customers into the store to make that kind of change.  He said we should call in and ask to do a “transfer of liability”.   When I talked to T-mobile today, the agent insisted that we had to go to the store to get a credit check run in order to do the rest of the steps over the phone to change ownership.  He said that the only alternative that we could do completely over the phone was for him to send us to Activations to create a new account with my husband as the account holder and port our numbers to that new account, because that department would do a credit check over the phone.  Is there someone here who can tell me plainly th

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gramps28
Pillar
1 year ago
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JeffsalomeRookie
asked in Accounts & Services

T-Mobile Direct Connect

When will T-Mobile offer Direct Connect to non-business customers? I’ve been waiting for this service to be available since the merger and I’m told it’s only available to T-Mobile business customers. Why??

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1 year ago
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JK310First activity
asked in Gateways and devices

T-Mobile 5G Home Internet & TP-Link Deco Mesh WiFi System (Deco S4)

Hi, I am considering switching over to T-Mobile 5G Home Internet, but wanted to make sure that my WiFi extender TP-Link Deco Mesh WiFi System (Deco S4) will still work with T-Mobile 5G Home Internet? https://www.amazon.com/gp/aw/d/B084GTH5LL?psc=1&ref=ppx_pop_mob_b_asin_title Any experience with this? Thank you! 

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3 months ago
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seavuRookie
asked in Accounts & Services

eSIM international roaming can't get any network signal while physical SIM does.

Hi,I have Magenta MAX plan.iPhone 12 Pro and 14 Pro MAX phones with eSIM lines do not get any network signal in Japan nor Vietnam.iPhone XR with physical SIM do get network signal on both Japan and Vietnam.Put the physical SIM into iPhone 12 Pro and 14 Pro MAX and both phones get network signal.So, is there something I need to do to get the eSIM lines to work internationally ?

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1 year ago
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Al_IdahoRookie
asked in Gateways and devices

Fast Gateway Network IP

Is there anyway to get the wireless network IP on the same network as the wan ports. As it is, the wireless is at 192.168.*.* however the wan ports are 172.27.*.* The issue is if I’m using my Sagemcom gateway wireless my house devices do not recognize devices on the other network like using AirPlay the phone doesn’t connect to the TV not being on the same network.

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11 months ago
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npmpFirst activity
asked in Apple

incoming calls are blocked

I added a watch line (apple watch) a couple of days. All good for just one day, now I can't receive any incoming calls.FaceTime over wifi and cellular worksMessages worksCan make callsNo pending payments But can't receive any calls.Below Is the response I hear when calling the number:As per the subscriber request, this phone doesn't accept incoming calls. Message BG402-NV58I did a complete reset of the phone as well.

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2 months ago
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JIMBEAUFirst activity
asked in Android

wifi

??? connect to wifi

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1 year ago
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Jeff_n_MariluFirst activity
asked in Troubleshooting

Arcadyan KVD21 5G internet device will never connect to 5G tower

My cell phone and my Arcadyan KVD21 are sitting next to each other.  The cell phone shows a connection to a 5G tower with 3 bars.  The Arcadyan KVD21 always shows a 4G, 3-bar connection.  The speedtest for them shows the Arcadyan KVD21 at about 1/3 to  ½  the speed on the cell phone. How do I get the Arcadyan KVD21 device to connect to the same 5G tower as the cell phone? 

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1 year ago
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jjpetFirst activity
asked in Android

Pixel 8 screen issues

Hi everyone. I’m new to the boards. Has anyone had any issues with the Pixel 8 where the screen goes, what is best described as, “green snow”? It has happened several times in the past 3 months. It goes away eventually but it has been happening more frequently lately. I’ve called tech support and apparently this is a known issue but I’m wondering if anyone knows of a fix that T-mobile doesn’t know of. Any help or info would be appreciated. Have a great day people.✌j

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7 hours ago
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PappyVanWinkleRookie
asked in Coverage & Signal

Loosing connectivity and having to re-power gateway

Why is T-Mobile internet support SO BAD!!!   I have tried every other way other the re-cycling the power to my gateway and that’s the only thing that restores connectivity!  And I have to do this sometimes 3 times a day since I started this service. And I have put in 3 trouble tickets in the last three months and I am always told someone will call me be and I hear NOTHING!!!. Then  a week and a half ago I’m told “Oh their working on my tower/s and it will get better after that Thursday! Guess what? NO IT DIDN”T  What the hell!!!  This is the worst support I have ever seen and I had been in IT and networking for over 35 years and T-Mobile is the ABSOLUTE WORST!!!.

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2 years ago
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LyleMFirst activity
asked in Accounts & Services

I'm being charged for International calls yet have a data pass?

My wife went on a cruise and I purchased a 10 day 5 Gb data pass for her phone. On the second day of the cruise, I received a text message that she had incurred $113 in charges for international calls. The data pass went into force the day before she left on the 7-day cruise to the Caribbean.I have spoken to 3 T-Mobile representatives who do not seem to understand the data pass and I have not gotten a clear answer to why we are being charged for international calling if there is a data pass in place. Is there a way to contact T-Mobile to get this resolved as the three people I’ve spoken with don’t seem to understand the issue. I’ve asked for a supervisor but they are “always on the phone” and will call me back but never do!I’ve been a T-Mobile customer for close to 15 years along with my entire family. This is the first time I’ve not been able to contact someone who seems to be familiar with the data pass. I would send an email but T-Mobile’s website only lists a mailing address? Appar

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drnewcomb
Pillar
1 year ago
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phutto74First activity
asked in Gateways and devices

Unable to see connected devices on Home Internet App

I'm having issues being able to see the connected devices through the T-Mobile Home Internet App. Keeps telling me the gateway did not respond and to restart it if the problem persists. I have restarted the modem. Uninstalled and reinstalled the app more than once and it still does not work. Does anybody have any resolution to this or has anybody had this issue? It would also be nice to be able to see the devices away from home, but you can only do it if you're connected to the modem, which I thinks sucks

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5 days ago
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GracieAllenRookie
asked in International

DATA in Alberta Canada?

We’re going to Alberta this fall - Waterton Lakes, Banff, Jasper.  We have the Magenta MAX 55+ plan which provides 40gb/mo of hotspot data on our phones.Is there ANYTHING we need to do to have our current phones work for calls, text and DATA in these locations?

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2 hours ago
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gerwin1101First activity
asked in Accounts & Services

Legacy Pay As You Go

I had the Gold plan for many years. How does the replacement “Legacy Pay As You Go” work now?

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2 months ago
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Springbok2First activity
asked in Troubleshooting

If I don't have a Smartphone...

how do I set up T-Mobile Home Internet (other than using the Web GUI 192.168.12.1)?

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30 days ago
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Bob MacFirst activity
asked in Coverage & Signal

T-Mobile disconnects from network

I’ve had to reset my modem multiple times because the modem is not staying connected to a network. The signal indicates excellent signal between the modem and the internet but it seems T-Mobile is loosing the connection with network on their end.

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8 months ago
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PinkkatFirst activity
asked in Troubleshooting

Internet Randomly Drops😡

I see it isn't just me who is having issue with T-Mobile's Home Internet service.  My wifi randomly drops throughout the day everyday.  I've contacted customer service numerous times.  We've done all the trouble shooting steps, and customer service has done whatever testing they do.  They say everything is working fine 🤷 I've connected my TV using my cellphone's mobile hotspot and it works great.  It's so annoying.

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iTinkeralot
Pillar
1 year ago
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MidTownMiamiFirst activity
asked in Accounts & Services

billing system is not working - website, app, call center and store

Very frustrating that I am trying to upgrade both my watch and cell phone, and for over a week T-Mobile app, call center, website and in store give me the same “error message” cannot process payment, call us. For what is worth, I tried with an amex, master card and visa all from different banks, all of them working, including one of them was just charged through auto-pay for my monthly bill.I strongly recommend t-mobile systems to fix it in a more prompt way, if not, consider not to offer them? It is easier to go to an amazon or a best buy and just buy the devices, caveat, and also making it easier to switch providers.  Very disappointing to see these type of billing/invoicing systems fail in year 2023 from TMobile - this is not good for business nor longevity.   

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11 months ago
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CfhitchFirst activity
asked in Troubleshooting

Gateway shows wrong location

My Gateway wi-fi shows itself as located in Orlando, FL. But I live In Louisiana. It has done this since we set it up last March. All devices using the home network (TV, IPhones, computers) also display this Orlando location whenever online. Orlando’s zip code is always pre-populated in online forms. Also, if I attempt a local call on my iPhone, I get an error message that I must dial the area code first! Because it thinks I’m calling from Florida to Louisiana! I can’t get anyone with TMobile either thru Chat or email to address the issue, they ask if I have a screen capture of the problem, so no one has been able to fix it. Very frustrating. Any ideas?

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5 months ago
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whgaytonFirst activity
asked in Gateways and devices

Echoing on phone

People hear an echo when they call me or I call them.  What is the problem and what  is the solution?

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1 month ago
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Tanya5104First activity
asked in Accounts & Services

promotion, i traded in my iphone for 13 pro with 1000 credit why was it denied

I traded in phone for iPhone 13 which was denied. I have contacted T-Mobile several times and customer service has set me up with several appointments to resolve issue. Problem is they do not honor appointments as scheduled. Do we have to file In small claims court to get resolved. Horrible customer service

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gramps28
Pillar
1 year ago
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fouaddbaFirst activity
asked in Gateways and devices

Bought 5G T-Mobile Internet yesterday ... but not working at all.

Hi, just yesterday, I’ve got my 5G internet device and since then and now, still there’s no connection, pls advise, what should I do, return?It comes & go, no stable, haven’t able to connect for not more than 5 mins, taking snapshots too.I still have my old internet, that’s why able to work, because this 5G is of no use … Regards.

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1 year ago
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shamurstFirst activity
asked in Coverage & Signal

Data Stopped Working - iPhone 13 Pro Max

I recently migrated over to T-Mobile from Sprint earlier this week. Everything worked fine for a couple of days until yesterday. Now my phone will show full bars of 5GUC, 5G, or LTE but I can’t actually use any data (except for weirdly being able to use Google.com, T-Mobile.com/the app, and my iMessages send/receive). I have no idea what’s going on…and neither does anyone at T-Mobile. I’ve been to the store…spoken with countless representatives over the phone…and I’ve even had an “engineer ticket” submitted. Nothing has worked. Not even for a moment. I’ve reset network settings, swapped from esim to a physical sim, I even did an iTunes restore today to no avail. Has anyone else had this issue? If so, how’d you get it fixed (if there even is a fix)? If I honestly can’t get this resolved by this weekend…I’m going to have to just switch providers. I’m literally paying for Magenta Max just to call and text with it…it’s pointless and it honestly doesn’t feel like T-Mobile cares much about r

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7 months ago
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MounirFirst activity
asked in Gateways and devices

Connected Devices

how to list ip addresses for devices connected to the gateway? 

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iTinkeralot
Pillar
1 year ago
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LJAFirst activity
asked in Accounts & Services

DataBreach

Did anyone else recently get notified from McAfee Monitoring that their data SSN/DL was all uploaded and found and the dark web? McAfee called it “tmobile databreach .”

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2 years ago
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