Wrong/unknown device in My.T-Mobile.com


    When I log into My T-Mobile (from various desktop browsers like Firefox, Chrome, or Safari), it never remembers my device.

    • The home page says I have an "Unknown Device"
    • The Phone tab says I have an iPhone 6s, which is incorrect.
    • When I click "Not your device?" link and select the correct iPhone model/color/capacity, I see a "Confirm" popup ("Are you sure you want to update the phone for [my name] to [my model]?").
    • I click "YES" and briefly see a pink spinner, but the update doesn't take effect!

    This is not a super serious problem, and I'm admittedly a bit OCD, but it just bugs me that the website (phone thumbnail graphic) is still wrong every time I log in.

    The funny thing is that my wife's device (secondary line on the same account) displays just fine. And she's had the same model as me.

      All replies

      • tmo_amanda

        Hey, magenta9998592!


        This has happened to me a few times since I've had T-Mobile service (5+ years). It does drive me a little nuts because I usually attempt to change it 4 or 5 times before I get fed up with it and give up for the time being. With that said, I do see that our engineers are aware of this happening, but don't have an estimated time of when it'll be updated.

        • magenta10330475

          A similar thing is happening to me. Although it actually lists a device. It lists me as having an iphone X Silver 64 GB when I actually have an iphone 6 Silver 64 GB. Looks like a simple dictionary or sql table is screwed up (likely with the names clashing and the newest name getting chosen).

          • magenta10403723

            This has been going on for years, not since September 2019.  Web developers are ignoring it, and I'm trying to get a T-Mobile rep to escalate it.  Probably won't happen, since they are far removed from web developers.  They're ignoring browser technology in lieu of people using apps.  Got the reps using the word apps for computer programs.  Yikes!  Not everybody is on Windows 10, which is trying to change computer technical words to phone technical words.  Lazy so-and-so's.  I also told this to an executive of T-Mobile, who is also dancing around getting development to take something, so simple to fix, seriously.


            Anyway, T-Mobile is just lagging behind doing anything about databases.  Maybe they don't even have people on the team that are efficient with database technology anymore.  The second iPhone 6s Plus I had is when this problem showed up (2017).  I've been complaining to various reps about it, and nothing changes.  Others issues with browsers as well.  Firefox won't even open my.t-mobile.com for Windows 7.  I think they plan on leaving it that way, then blaming Microsoft for dropping support for anything but Windows 10.  I smell it coming!  Hahaha

            • res1hzy8@msn.com

              When is this simple problem gonna get fix.

              • mastershake23

                This is now March 26th 2020. I have been on hold for over an hour when I got a rep they hung up and didn't call back. *first frustration*


                Second frustration. this has been an ongoing issue since the beginning of last year. All devices that have been "purchased" Through T-mobile directly are correct. Any BYOD is not showing correctly... I Demand that T-moble fix this issue immediately this annoying feature only takes a few codes to fix. If you don't want to fix it on the website then enable the feature in the app. Otherwise I demand a credit for this annoyance for every month this feature is not resolved. DO NOT DELAY THIS ANY LONGER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!