T-Mobile Customer Service Issues

On December 10th, I spoke over the phone with a representative late at night to obtain my road side assistance member ID number. Mark D assisted me exceptionally, restoring my faith after previous frustrating experiences with other representatives. He even convinced me to remain with the same phone company. I would like to provide detailed feedback for Jim. Could you please guide me on how to leave feedback for this exceptional service on December 10th? If possible, could you send another survey to my phone for this purpose? My phone number is [redacted]. Thank you. Joseph A.

I recently signed up for a new service with T-Mobile. I requested two lines, intending to use my current phone and a tablet purchased from them. They provided me with the tablet and two SIM cards. I successfully inserted one SIM into my phone and it is functioning well. However, when I inserted the other SIM into the tablet, I realized there is no application for making calls. Unfortunately, my phone cannot receive text messages as it is not a smartphone. You can reach me at [redacted].

I bought a screen protector for my Samsung Galaxy Note 20 5G at the store, where the manager informed me that I could get free replacements due to my device protection plan. Unfortunately, they are out of stock for my model, so I need to contact customer care to order one. After speaking to a so-called expert who mistakenly transferred me to Samsung technical support and then the Assurant warranty department, I was advised to reach out to T-mobile customer care since my phone is not damaged. This whole process has been frustrating.

I recently got the new gateway tower to upgrade my T-Mobile internet connection. Surprisingly, the signal strength of my older white gateway is stronger than the new tower. I visited a T-Mobile store, and they recommended reaching out to tech support to address the signal strength issue. My account number is under [redacted], and my name is Anthony Corrigan. I reside at [redacted] E. Willis Rd, Saline, Michigan. The last four digits of my social are [redacted]. If there is a way to resolve this matter without making a phone call, kindly communicate the solution via text or email. Thank you.

I recently purchased a OnePlus 9 Pro through your company with the Magenta Max plan. While setting it up, I was exploring the developer settings and noticed the DSU bootloader option which got me excited as I plan to root it once it's paid off. I decided to try it out and downloaded the GSI ARM 64 option, but after restarting, I received a "Qualcomm crashdump" error. Now, the device won't boot and shows it's corrupt. I realize I didn't unlock my OEM, which might have caused the issue. How can I fix this without voiding my warranty? I considered flashing it back to the original ROM, but since it's only a week old, I want to avoid voiding the warranty. Any advice on what to do next?

I recently realized I was charged due to not having auto-pay set up. After speaking with a representative, the issue was resolved. However, after my card was compromised and I added the new card details, my payment was declined. I observed fluctuating payment amounts in my text messages over the past few billing cycles and sought clarification at the store. They confirmed my auto-pay status, corrected an oversight in the last billing cycle, but the issue persists. My account indicates I am on auto-pay, yet the charges continue as if I am not. I am unsure of the next steps to take in resolving this matter.

I am currently experiencing issues with my T-Mobile internet service. The service is consistently poor, especially between 10 am and 8:30 pm. Since adding internet, my phone service has also significantly declined. Despite contacting customer service three times, the problem persists. Even after an hour-long call last night, the issue resurfaced today at 6 pm. I suspect that too many subscribers are sharing the same channel. I expected better service compared to Century Link, but I am facing similar or worse connectivity problems. However, I appreciate the friendly customer service representatives. I am paying for continuous internet access, not just a few hours a day. Could someone assist me in resolving these issues and provide the reliable service I am paying for?Thank you, Barb H.

My T LTE internet unit is constantly losing connection even though it stays connected. I can't access it through the app when this happens because the internet is down. Additionally, I can't log in to the device online through the gateway as it keeps saying Login failed, despite using the default login. This issue is frustrating, and I hope T-Mobile can resolve it or provide a replacement unit for me.

I've been attempting to have my phone replaced through your insurance provider. Regrettably, it was lost or stolen on December 3, [redacted]. I searched for it for a week before visiting a Sprint store on Cherry/Carson in Long Beach. The claim process extended from December 10th to December 17th. I am eager to receive a replacement phone promptly. I worry about continuing to pay for a phone I cannot utilize. Could you clarify if the charges for the replacement phone will be prorated until I receive it? Your assistance is greatly appreciated.

I tried to buy a phone and a plan at Walmart, but they couldn't verify my address correctly. Even though they used the information on my driver's license, the issue persisted. I want to know how I can confirm my address with T-Mobile to proceed with the purchase at Walmart.

I am frustrated with the recent experience at the store. I was advised to get a new phone for $30 due to issues with my current phone. After borrowing the money and spending 2 1/2 hours in the store, I was informed that I needed to pay $77 for internet that is not functioning properly. Unfortunately, I was unable to return the phone because I was in the hospital. At 69 years old and on a fixed income, I cannot afford the additional charges. The lack of communication on my phone poses a problem if I have an emergency. I am disappointed in the situation. Happy Holidays.

Hello, I have some questions. My boyfriend and I share a plan, but someone has accessed my personal information and linked it to bank accounts and prepaid cards. This person knows every detail of my phone activities, including texts, emails, and calls. I feel like my privacy has been completely violated from the moment we signed up for the service. When I contacted the store for assistance, they were unable to help and suggested reaching out to you for a resolution. I'm hoping to establish my own plan and receive a month of free service due to the frustration and invasion of privacy I have experienced. If this issue cannot be addressed, I will have no choice but to switch to another provider. It feels like my personal information is no longer under my control. Thank you.

I have a 15-year-old who constantly uses the hotspot feature on their phone line. Despite trying to monitor their activity, it's challenging to track what they are doing with the tethering hot spot. Is it possible to disable this feature solely on their phone line without affecting the other 4 lines on our ONE plan? I have explored the Web Controls, but I couldn't find any specific configuration settings related to individual hotspot usage per line.

On 12/23/21, I switched my plan from Max 55+ to the Mahenta Max Military. After being informed my military service needed verification, I was assured everything was in order, and my bill should be $[redacted] for my 4 lines. However, when I spoke to a representative yesterday, I was told I owed $[redacted] for the current bill, and the Military Bill wouldn't take effect until the next billing cycle. I strongly believe my bill should be $[redacted] as initially advised. I hope we can resolve this issue, as I value a reliable carrier that honors their commitments. Please reach out to me via email, phone, or text to address this matter.

I intended to switch from AT&T to T-Mobile, but after realizing there was no coverage when I inserted the new SIM cards into our phones at home, we decided to port back to AT&T on the same day. Surprisingly, I received a $90 bill on December 25, despite not making any successful calls and using the service for only one day. I am requesting an immediate refund of the $90 charge. If this isn't possible, I will explore other alternatives. Thank you, James Bundy.

I am wondering if I will have access to T-Mobile's 5G network in ZIP code [redacted]. AT&T claims I have 5G, but I am not seeing any indication of it. Also, how can I pay off my phones with AT&T to unlock them before receiving the Mastercard from T-Mobile to cover the payment? It seems AT&T may have misled us about 5G availability in ZIP code [redacted]. Do T-Mobile and AT&T use the same infrastructure and towers in this area? Thank you, Robert A. (Bobby)

Hello Laura, I would appreciate it if you could return my call at your earliest convenience. I am inquiring about the availability of T-Mobile 5G in ZIP Code [redacted]. AT&T claims I have 5G, but I have not seen any indication of it in my area. Additionally, I need assistance with paying off my phones with AT&T to unlock them before I can receive the Mastercard payment from T-Mobile. It seems like AT&T may have provided misinformation regarding 5G coverage in our area, so I am curious if T-Mobile utilizes the same equipment and towers in ZIP Code [redacted]. Thank you, Robert A. (Bobby)

I switched my service to Metro PCS on October 15th. T-Mobile charged me $[redacted].39 on November 29 without my consent and continues to bill me for services I no longer use. I have reached out to customer support four times, and each time, the representatives claimed that my refund was approved on December 6th and advised me to contact my bank. However, Bank of America has no record of this transaction. As a parent of two young children during the holiday season, this is causing me undue stress. I would appreciate any assistance.

I am trying to upgrade my current phone. Best Buy has the Samsung A52 5G, which I am interested in buying. They are offering $[redacted] off the phone if it is activated during purchase. Many major carriers are participating in this deal. However, I am facing issues with T-Mobile. They are not allowing me to complete the purchase even after providing an authorization code during the order process.

I read about the August hack, and I've been on hold for over an hour trying to inquire about it. I attempted a callback, but your automated system couldn't recognize my choice when I selected option 1. I changed my username and password, but when the password was saved to my password manager, it appeared as ************* instead of the actual password. As a result, I am currently locked out and unable to access my account. I would appreciate any assistance you can provide. Thank you.