We went to a local t-mobile store because neither one of our phones was working. My so...

GetHuman-pklepeis's customer service issue with T-Mobile from May 2018

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The issue in GetHuman-pklepeis's own words
We went to a local t-mobile store because neither one of our phones was working. My son couldn't access anything on Safari because nothing would download, and he uses it for schoolwork. All of my email completely disappeared this morning, and my phone was also unbelievably slow. We have NEVER had a problem before now. We were told that we had used an impossible number of gigs when they looked it up on the computer...hundreds! They surmised that that's why our phones weren't working properly. We said that we definitely have not used that much data...who could? They checked our individual phones and concluded that it wasn't the case because our usage is clearly stated on our phone displays. We were, however, over our *gig limit which would account for a slow down. **Our son is a high school rower, and his boat just won the NYS Championship for lightweight quads. They now move on to regattas in Philadelphia, PA and Camden, NJ for,the next two weeks. Because his phone wasn't working, we wanted to add extra data to cover the time today through the start of the next billing cycle so he could use it while he is away. We were told we couldn't do that and would have to change plans. We had Simple Choice and now have the One Plan. It's going to cost us at least $** more a month. She said we could do it to cover his phone usage and then cancel it next month if we don't need it. I asked her if we would get our Simple Choice Plan back, and she said she didn't know and had already made the switch at that point. I got home only to find that my email is still gone, and my phone isn't working properly. I believe the data problem was initially caused by my faulty phone. Incidentally, both of our phones were purchased from t-mobile and are still being paid off. I would like someone to get back to me regarding how to go back to the plan we had earlier today (* ***- * hours ago) which was the Simple Choice Plan with * lines for $*** please. There is a problem with my phone that now appears to have caused the problem in the first place. Also, there MUST be a way to purchase the extra data we need for a week without changing plans. That just doesn't make sense to me. In the meantime, I will get to the Apple Store for some phone help after I go to the T-Mobile Store we usually go to. It is still the same calendar day, so we should be able to switch back to our old plan. Can you please help me?
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T-Mobile

Customer service issue
Reported by GetHuman-pklepeis
May 15th, 2018 - 10 mons ago
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GetHuman-pklepeis started working on this issue
May 15th, 2018 3:37am
GetHuman-pklepeis shared this issue with others over email
May 15th, 2018 3:42am