Unanswered questions

11300 Discussions

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chillteachFirst activity
asked in Troubleshooting

Tech Support Call Wait Times/Slow Speeds

Hi all, new T-Mobile Home Internet customer here. Just subscribed to the service last Tuesday and have been closely monitoring speeds. I have yet to get above 4 Mbps with 4-5 bars service as reported by the app. App also confirms that I am on 4G LTE connection. I tried giving support a call today and have been on hold for 2.5 hours without any human interaction. I want to keep the service but don’t see a reason to if my my only other ISP in the area is cheaper and provides faster speeds (albeit not too much faster at 10 Mbps). Anyone else having this experience with reaching support? Should my speeds be this low consistently?

9
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3 years ago
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okbye210Rookie
asked in Accounts & Services

Being charged fees and taxes on old addresses

I recently looked back at my billing history, and I am being charged T-Mobile fees and charges as well as government taxes on fees on 3 separate addresses.  One address I haven’t lived at in over 10 years, and the other address I moved from 4 years ago. Has anyone had that happen to them?

13
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1 month ago
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BAGFirst activity
asked in Coverage & Signal

5G icon disappears when wifi is turned on

I have two Samsung A53 5g phones.  On both, the “5G” icon appears with wifi turned off, but the icon disappears when I turn wifi on.  It is apparently not a faulty router, as the same thing happens when I turn wifi on when I am out of range of my router, and/or connect to wifi at a local business.I don’t know if the wifi is actually blocking my 5G access; it could be just blocking the icon.  I upgraded to these phones because of the numerous dropped calls we were getting with our previous non-5G phones.  However, we still get a few dropped calls and short blackout periods with the new phones.My immediate plan is just to leave wifi off and use my unlimited data for everything.  It will take making a few calls to see if this reduces dropped/blackout calls.  However, it doesn’t seem like this should be necessary.

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gramps28
Pillar
1 year ago
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JustinTFirst activity
asked in Android

Samsung Galaxy Note 20 5g ultra

When will this phone be available on the Tmobile website. It's been 'out of stock' for awhile. (Samsung Ultra Note 20 5g)

5
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2 years ago
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janetschLearner
asked in Coverage & Signal

location issue

My location on my android phone and chromebook are Minnesota. 

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8 months ago
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JMJRookie
asked in Android

SONY XPERIA 1 IV WI-FI CALLING PROVISIONING

Why doesn't T-Mobile provision Sony Xperia phones with Wi-Fi Calling abilities to use the feature? Is it a hate thing??? From what I hear, the phones work on WiFi calling when on Mint Mobile, Metro PCS etc (which use T-Mobile networks) but when a T-Mobile SIM is used, we get no Wi-Fi calling option.  When I go into engineering mode, it clearly shows Wi-Fi Calling isn't provisioned.

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gramps28
Pillar
1 year ago
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rihard.dFirst activity
asked in Gateways and devices

Vonage and T-mobil interent

Hi, I just ordered T-Mobile internet, i also have Vonage. Anyone knows if Vonage works with T-mobile internet?

5
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1 year ago
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mknwebFirst activity
asked in Streaming on Us

Trying to activate addons (Netflix, Apple TV) but "Looks like we got our wires crossed"

Trying to activate addons (Netflix, Apple TV) but "Looks like we got our wires crossed" constantly comes up.  I’ve tried from my computer, my cellphone, incognito sessions, everything.

15
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19 hours ago
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TherapistPollackFirst activity
asked in SyncUP and IoT

Kids SyncUp watch microphone not working

My son’s watch microphone seems to be out? He can hear us but we can’t hear him. Any recommendations?

4
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2 months ago
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mrschou7777First activity
asked in Accounts & Services

Using International Roaming in Japan - torubleshooting

Hi, I am in Japan right now and I have the T-Mobile Magenta plan using iPhone 13.  I have been using data roaming and it generally works well, but after about a week, all of the sudden the internet stops working.  Even though there are signals (3 or 4 bars) but internet and text do not work, and I can’t even use google map to navigate.  I tried to reset my phone several times but nothing works.  I checked my data usage and only 2.4GB was used so far (and I thought I have the 5 GB cap).Can anyone assist?  Did I mess up the setting or something?  Or does Japan have a different bandwidth cap?And when does the cap reset?  Is it the first of every month or based on the billing cycle?Any help is much appreciated.

2
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11 months ago
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topherzFirst activity
asked in Accounts & Services

Auto pay discount

So I signed up for auto pay for my first billing cycle coming up. Unfortunately the day its set to process is too soon so I'll have to cancel it and pay on my normal due date....question is, if I do so will I still get the discount for setting it up again?

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syaoran
Pillar
2 years ago
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SamuelKFirst activity
asked in Coverage & Signal

5G Gateway SSID Naming

Hi,Is it possible to name a network on a 5G Gateway that allows spaces?  Example: The Lan Before Time instead of TheLanBeforeTime.  The main reason is to keep my network running on the same router name/password so I don’t need to do it manually with a new name.  I’m using the app and it doesn’t permit this.  Does anyone know if this can be done?

13
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3 months ago
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gregmaLearner
asked in Troubleshooting

Anyone know the secret to get a sagemcom router?

I’ve been struggling for over a year with problem on the trashcan.  Everytime I try to upgrade to a new type modem the answer always is “we only replace what you already have”.  I tried to upgrade to the new arcadyan, and nope, will only give you a new trashcan (even though no luck on my third trashcan...)  Now that they have the new sagemcom which even tmobile support says should fix my issues, I can’t get them to give me one!   Anyone have any secrets or know the secret handshake or password to actually get them to upgrade me from the old trashcan to the new sagemcom?

10
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11 months ago
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hateTMFirst activity
asked in Accounts & Services

tmobile

I strarted my free trail in Test Drive® device. Tmobile customer service agent Jen told it is completely free. But Tmobile enrolled me in its home internet service without my permission and charged me $55. I spent an hour calling Tmobile's customer service, but no one answered. 

4
K
1 year ago
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soldzFirst activity
asked in Apple

SIM Card Not working

Hello,My SIM card this morning stopped working and phone says there is no SIM Card inserted and have lost all contacts.

2
drnewcomb
Pillar
1 year ago
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TamieJPFirst activity
asked in Coverage & Signal

Does Wi-fi calling HAVE to be turned on for my phone to make calls to work?

My phone suddenly stopped making calls or receiving Texts. Then I chose to turn on WiFi calling and things began working.  Should WiFi calling always be on?  Is my phone needing to be serviced?  I've tried understanding Troubleshooting.  A suggestion to do a Master Reset.  I can't figure out how to do that. 

5
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Community Manager
6 months ago
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JvkfjchxnvjdhcncjcjvkchcjcjvFirst activity
asked in Accounts & Services

Unable to initiate chat with T-Mobile support

I have been completely unable to initiate Is a T-Mobile support chat session. According to the T-Mobile app on my phone, the app  Has been experiencing technical difficulties for the last 30 days. I do not have any social media accounts by choice, because I do not want my data mined and subsequently sold.  Every time I try calling T-Mobile, I keep being routed to the philippine call center. The philippine goal center, in my opinion, is completely useless because every rap I've spoken to has lied to me. Is other than going into a physical T-Mobile store, is there any other way That I can get account assistance from someone in the United States? 

4
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1 year ago
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GibsboyFirst activity
asked in Accounts & Services

Can't become T-Mobile customer because of previous Sprint account

Hi!I have been trying to become a T-Mobile customer for about a week now. When I first tried signing up, I was told I couldn’t become a T-Mobile customer because I had an active legacy Sprint account (“Sprint, now part of T-Mobile” is apparently VERY misleading and a false statement). I went ahead and cancelled my broadband mobile line that I hadn’t used in quite a while anyways and closed my Sprint account. The next day I called again and was told that because I HAD had a Sprint account I wouldn’t be able to become a customer until that cleared out of the system but that a T-Mobile store could help me. I drove to the next store and they told me I just needed to wait an extra day (after waiting for close to an hour for my turn). I came back the next day and still no luck but they were on the phone with T-Mobile and Sprint for about 30 minutes to “port” my account over to T-Mobile and that it should work within 24 hours. Well, two days later I’m still out of luck and being told I need t

0
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2 years ago
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MannytwotwoRookie
asked in Accounts & Services

Software update error

Does anyone else have this issue? 

7
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7 months ago
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timothytoddFirst activity
asked in Accounts & Services

Coverage in Cancun

Does my current plan include free texting and data in Cancun?

2
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11 months ago
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lisbonbud02First activity
asked in Accounts & Services

Magenta MAX International Data 5GB Restrictions

Does the 5GB international data included in the Magenta MAX plan have any restrictions on the number of different countries in one trip? In other words, is it possible to use 5GB in country A and country B, for a total of 10GB in one trip? If not, does the 5GB data reset every billing cycle?

1
tidbits
Pillar
1 year ago
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slickmilwaukeeFirst activity
asked in Accounts & Services

Random Charge

I have a random charge on m credit card bill for $125 for TMOBILE WEB UPGRADE Anybody know what tis means?Support refuses to answer the phone and I cant get a response from Twitter either.Thanks in advance 

1
syaoran
Pillar
1 year ago
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HaussinatorFirst activity
asked in Accounts & Services

transferring from tmob to verizon, account sus

So I’m trying to port my number from T-Mobile to Verizon; got my new Verizon phone in the mail & account “set up” but Verizon says it’s suspended… no idea why. I’ve literally had this acct w them for like 4 days. I’m guessing that either A) initially I got a transfer pin from T-Mobile but then ended up stalling switching to V, maybe when I finally decided to set up my acct the transfer pin expired? Or B) I owe my past due bill to T-Mobile, & they wasted no time suspending my acct for non payment. This was the case when I switched. But I’ve read (even on tmob website) that even if your acct is sus you can still get a transfer pin… and that phone cos aren’t allowed to not let you switch due to past due bill? Anyone know what’s going on and what I can do to fix it? 

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Community Manager
11 months ago
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P541350First activity
asked in Accounts & Services

Cancel DIGITS

How can I cancel a DIGITS line?

1
G
2 years ago
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broncop3t3First activity
asked in Android

Note 20 Ultra 5g Update

I have a Sprint Note 20 Ultra 5g on the T-mobile network and I am still on the Feb 2021 security update with software version - N986USQU1DUB5. On the T-Mobile site it says that N986USQU2DUC8 was released on April 14, 2021. (https://www.t-mobile.com/support/devices/android/samsung-galaxy-note20-ultra-5g/software-updates-samsung-galaxy-note20-ultra-5g#steps2) How can I get this update for my device? 

5
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2 years ago
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