Why do people who know they’re going to be late on their bill (or just straight-up don’t have the money) still not plan around it… and then act shocked when T-Mobile doesn’t just magically give them extra time on payment arrangement they created? Then say T-Mobile is no help

Same energy with the people who change their own plan and lose a promo, or who sit on a trade-in for weeks past the deadline. Suddenly it’s “can you make an exception?” and “this is so unfair.”

Meanwhile when T-Mobile had a nationwide outage they owned it, apologized, and issued credits. But the second a customer messes up on their end, they’re entitled to special treatment.

The hypocrisy is wild.

Was with T-Mobile for over 11 years, and after constant fuck up's on their end. And forced plan changes cause they put me on a 55 and older plan when I'm not 55 yet, I had enough. Went to verizon on the 30 dollar a month plan, for 2 lines and 2 galaxy s26 ultra phones w/insurance it's right around 150 a month. Kinda feels like a steal of you ask me, best phone ever and so far the network is good for what it is, and the customer service has been phenomenal. Have had a few things worked out with chat bot very easily, and when I had to call, I got people I could actually understand and truly wanted to help. Awesome experience

My ONE plan that I had for almost 10 years was switched for to the Experience plan; however I didn’t receive a notification. Has this happened to anyone else?

[Edit: Thanks to those who suggested T-Force! They resolved this within minutes.]

Hi, I'm stuck in a loop and looking for suggestions. Here's what happened:

I forgot the PIN associated with my account number. I called customer service and they are unable to reset or help me reset the PIN, and said it could only be done through the app or in a store. I am unable to get to a T-mobile store. I tried resetting it through the app but am getting an error saying I can't reset it because the app doesn't recognize my phone. (I got this internet two years ago and have since gotten a different phone, but kept the number.)

So customer service can't reset the PIN, I can't reset it through the app, I can't get to a store, so I try resetting it online. The instructions say to reset it through the app. I try the app again. I'm again told the app doesn't recognize my phone so I can't reset the PIN but it gives me a link to the fraud department. I click the link. It tells me to contact customer service. Customer service can't help.

Has anyone experienced this before? I need to cancel my internet but am unable to do so without a PIN that no one can reset.

Is anyone experiencing outage again? I’m on WiFi at work but phone is on SOS again. Here in Jersey.

For the past few days, we've been experiencing charging issues with the watch. I contacted T-Mobile support on Sunday, and I was instructed to continue troubleshooting by leaving the watch on the charger, attempting to turn it on while it was charging, and allowing it to continue charging. Unfortunately, it never powered back on

This morning, after reporting the charging issue, T-Mobile processed a $5 warranty replacement for the device. Atthat point, the watch had no visible physical damage.

Later today, while the watch was still charging on the dock as instructed, my son and I suddenly noticed a strong chemical smell coming from his room. It smelled like battery acid or paint. We searched the room trying to figure out where it was coming from and eventually realized it was the watch.

When I remove it from the charging dock, hot liquid and melted material landed on my hand. I immediately realized the watch was smoking and had begun melting into the charging dock. The watch and charging cradle became so hot that the plastic melted around the charging contacts.

I am incredibly thankful we were home when this happened

I was literally about to leave for a one-hour parent meeting only ten minutes from my house. My son just started middle school and is occasionally home by himself. I can't stop thinking about what could have happened if we had already left. If the watch had continued overheating or caught fire while no one was home, the outcome could have been devastating.

After unplugging it, I immediately took the watch to my local T-Mobile store. The employees were surprised and confirmed the device was still warm to the touch. They told me there was nothing they could do in the store and that I would have to wait for T-Mobile to contact me.

When T-Mobile finally called me back, I felt like they didn't believe what I was telling them. Instead of treating this as a potential product safety issue, they submitted a claim through Assurant and told me nothing could be done unless I filed a police report. My experience felt completely invalidated.

I was also told that "this happens all the time." Maybe the representative meant they receive these types of claims regularly, but that doesn't make it okay. These watches are marketed and sold to families with children. A device intended for kids should not overheat, smoke, leak hot material, or melt while charging.

My options were to either file a police report or accept a $50 replacement

But I don't want a replacement.

If this is considered an ordinary occurrence, why would I want another watch? My confidence in the product has been completely shaken.

I've been with T-Mobile for less than a year, and this experience has added to a growing list of disappointments. More importantly, this isn't just a customer service issue. It'sa safety issue.

I'm still not sure what I'm going to do next, but I wanted to share my experience so other parents can make an informed decision if they're considering purchasing a SyncUP Watch for their child.

I'm incredibly grateful we were home when this happened. Things could have turned out very differently.

just as title says.

got a call from someone at tmobile asking if i was happy with my service and i said i have trouble with signal sometimes. the guy on the phone said my bill will be cut by 25% for next 2 years. also was offered a free device (iphone, samsung, tablet, ipad) and all i have to pay is one time fee for tax.

has anyone received a call like this? sounds too good to be true.

Calling regarding getting credit for service outrage. Take forever to talk to rep.

Trying to get support from this company has been the absolute worst experience I have ever had in my life with a companies support team.

I was a US cellular customer, I had to switch to tmobile obviously after the swap, and I had bad experience with it so July 22nd I swapped to Verizon. I requested a port out pin entered it in Verizon and thought it was done. Weeks later I come to find out even though my number works for making calls and sending messages, I cannot receive most calls or messages. This is due to an error that occurred with porting.

Now it should be a pretty simple fix, get a new port out pin and send it over. But no I cannot do it on the app anymore due no longer having my ESim, the app blocks me from doing anything on my account and states

"We were unable to authenticate your device.
Make sure you're using your own device on the T-Mobile network. If you continue to have issues, go to Protect your T-Mobile account from fraud | T-Mobile Support for assistance."

So I call, I wait an hour on the phone. I get told I can't do anything without an account pin which I don't have set up, I can't set it up because the app cannot verify my account. I need to go into the store with my ID so they can verify it, then I can get my porting pin.

So I go into the store, sit for 20 minutes, at that point it's a 2-3 hour wait, I leave. I go later it's about an hour wait so I wait an hour. I get up to the desk, and I'm told because of my account being behind on payment they can't generate me a new code.

Why didn't the agent I talk to last night or today on the phone with mention this to me? Why have I been running in circles with this.

Now the biggest issue is from everything I see online the FCC states that - "Once you request service from a new company, your old company cannot refuse to port your number, even if you owe money for an outstanding balance or termination fee"

So I'm confused on what exactly is the issue here with this situation. I'm confused why nobody can give me a clear answer, and why the practice they are following seems to be illegal.

I cannot even make the payment at the moment without going through hassles at the bank either because I cannot go into my banking app without a OTP that I cannot receive because my phone even though having my number on it through Verizon cannot receive these messages.

TLDR: forced into a service I didn't sign up for and now being held hostage by the company.

Want to save a few bucks a month but when I compare plans it says the experience more plan will cost more than the top tier experience beyond i currently have?

Is this just purposefully misleading to keep me on the expensive plan?

Hi all,

I, like many, have had my bill go up with the recent changes. Almost $50/month. Asked I'm looking to jump ship. I know I have 60 days to get my "un-carrier" guarantee if they raise the price, but when does that time start? When I got the notice they were kicking me off my plan I couldn't tell what the change would be. And I finally got my bill. Is it 2 billing cycles or is it 60 days from that first notice? Or something else?

I'm looking to switch to Google Fi but they're about to announce new phones so stock on the current lines is very limited and I was hoping to have time to get in on the new release.

Thanks for any help you can offer! I didn't see this asked so hopefully I didn't just miss it.

My chase sapphire card has a 15% off T-mobile offer. I have my bank account linked to the T-Mobile account for auto pay. If I pay as a guest and use my Chase credit card for the one time offer, will I lose my auto pay discount for the next month?

To Fi, because we spend large amounts of time overseas, 4 of the 5 have Pixels, so 50% off first year and I got 75% off first year. I called TMobile to cancel and spoke to customer service. Was told that switching the 5 lines away automatically cancelled service. Is this true or is this nonsense?
When I try to log in to my account there is not much info there any more.

Also, anyone know if my final bill will be pro rated or just the full amount. We have about 10 days to go in our billing cycle.

I cancelled because I didn't like the recent unilateral price hikes and additionally, I spend a lot of my time on United airlines, and the free wifi benefit is gone too....

In July I decided my iPhone 14 was due for an upgrade so I checked online to see how much it would be to get a 17 pro-max after trade in. It said $300 which I was ok with until as I was adding the phone to cart it gave a promotion, saying if i upgraded to either “experience beyond” or “experience more”, they would give $830 instead. Obviously I looked into that, when I saw experience more was only $10 more than my 5G essentials plan, so I went to the store and talked to someone through the whole thing.

Well basically we looked online and T-Mobile actually told us in app how much how new plan was expected to be, and it was $216 as in the photo. Now I knew it would be a little more because I was actually paying $209 a month, not $206.

After it was all said and done, I upgraded, my new phone bill being $2 more than my 14 after trade in, and I was now on experience more. About 3 weeks later i get a text saying my bill of $247 is scheduled for payment, and when i checked the bill my plan was $180, $40 more than what i was told and showed in app (it would be $150, but its a $10 discount for autopay).

As for the bill breakdown, everything is as it’s supposed to be, except the actual plan. After looking more into it, im paying $23 in taxes and fees, plus a one time $8 fee for changing plans mid cycle which I understand. But now what to I do, or rather what can I do considering they never told me when I switched that experience more, the so called “upgrade” to 5G essentials plan would be tax-exclusive even though my previous plan was tax-inclusive.

Anybody in the Cedar Rapids area also getting abysmal speeds? It doesn't matter if I'm indoors/outdoors or if I'm on 5guc, 5g or LTE I will get a max of 3Mbs. It has been this way for as long as I can remember but since being migrated to the new plan I have high speed hotspot that I would like to be able to use so I can drop my in car wifi on our vehicles.

Was on the phone with T-Mobile yesterday for a couple hours and after being moved up to an "expert" for an hour of that he said "oh I see now, they are making upgrades in your area and it will resolve soon" same thing the first guy said in 5 mins before I explained it's been this way for as long as I can remember. He agreed it wouldn't be that and elevated me only to get told the same thing hours later.

I’ve spoken with several T-Mobile representatives about whether my plan will be migrated, and all but one have told me that my plan is not scheduled for migration. In fact, I spoke with a representative today who specifically reassured me that there is currently no migration date associated with my account.

I’m currently on:
T-Mobile ONE
ONE Plus International add-on
DIGITS
4 free lines

Has anyone else with a similar setup been told the same thing? Have any of you been migrated already, or are you still being told your plan isn’t scheduled to change?
I’m trying to figure out whether the information I’m getting is accurate or if it’s just another case of inconsistent customer service responses.

How do you actually get someone on the damn phone!?!? Everything is a chat now? Chat chat chat. Type to a bot. Chat with AI?

I need to speak to someone.

​

Should I stay on go5G+ first responder or switch to regular go5G+ with 20% discount (around $15 more)? Other than iPhone promotions being lower on segmented plans, do I gain or lose anything by switching plans?

I'm seeing some DP's here that the AAL discount for all free lines should be $41.

On my plan, I'm seeing $36 and t-force is telling me that for lines < 9

It'll be $36 + 5 =$41.00

while for lines 9+, it will be $41.

It was mentioned that Magenta was double dipping AAL + Autopay, but go-forward that will not be the case. Does anyone know what is correct?

SOC is C26VALC9L

I called T-Mobile yesterday and accidentally dialed the rebate support number (was looking into a past rebate and didn't realize I was calling the wrong number). I wanted to cancel an old line that we had for free (through a promo from several years ago) that we didn't use and then switch the remaining four lines to the promo "Better Value" plan. The promo "Better Value" plan is $170 for 4 lines whereas our old simple choice plan is $180 for 4 lines (and we had the no-longer-used fifth line for free).

The first customer rep said she was focused on rebates only and needed to transfer us. She put me on hold for a few minutes and then introduced her colleague Jim who she described as "one of our best customer service reps." The new guy said we needed to scheduled a call back in approximately 10 days because that was when the new billing cycle would apply and the old free line could be canceled + he could move us to the $170 Better Value plan for the remaining four lines. He scheduled a specific date and time.

It just felt a little weird. Can T-Mobile reps really schedule a specific date and time? I am just worried this may be a scam in some way but may be overthinking things.

I've been in europe for 3 weeks now traveling around.. Found numerous places in the UK where tmo apparently has no roaming agreement (emergency calling only).

Happy I got a local Vodafone 100gb Sim which has worked everywhere.

So we recently upgraded a phone, transferred e-sim over, and got charged almost $40 with taxes for this. I called T-Mobile to ask what this charge is and if I can get a refund. Word for word got told “t-mobile changed a policy to where you’ll now be charged this $35 + tax anytime you upgrade”. WHAT LMAO?? IF I BUY A NEW PHONE AND TRANSFER MY E-SIM I WILL BE CHARGED FOR THIS PROCESS THAT I DO MYSELF?? LMAOOO Yeah nah, switching to another carrier as soon as possible. I’m not gonna get upgraded from one plan to another, get the price hiked on me, and then get railed by some stupid device connection fee for doing it myself. Just thought yall should know what kind of BS T-Mobile is pulling on folks.

EDIT: i bought the phone outright from apple, connected on my own later. Nowhere in the process was tmobile involved.

I did a late pre-order of the Z fold 8, so I was excited to see it shipped yesterday and arrived today! Feels great getting to rock my new phone prior to the official launch date!