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Online store does not allow purchase from physical store
We spent hours with customer service trying to replace the phone of one of the users on my account who was robbed while travelling. No phone - no ID, no credit cards - one would think we could purchase the phone for them to pick up at the local store... nope. The page for the local Los Angeles T-Mobile store has the phone in-stock, as does the online store. When initiating the purchase for the phone online (or T-Life app) and setting "pick-up at that store"... no stock is shown. Not sure if it is a bug or a feature considering the number of related complaints online. 2+ hours of customer T-Mobile customer service, 2 calls with the wrong information provided (stores do not take card information over the phone and can't bill to the account) , and a third to request escalation did not help resolution. The support team hid behind their procedures and verifying the user was an authorized user. No solution. As for the in-store pickup issue, the scripted answer was "it has to be shipped"... brilliant. This can't be the first time someone gets robbed while out of town. An alternate ID verification method would be very useful in this case. Furthermore, if a phone shows "in stock" at a store and the online store offers a pickup-up in store option, one should be able to make the purchase online and complete the activation in-store if necessary. "Deliver to store" which is what customer support described is an entirely different feature. We had to Fedex an ID and cash so they could get a phone using the payment plan to minimize cash outlays; the solution proposed by the store (Kudos to the T-Mobile La Cienega & 4th store). With hindsight, we would have bought the phone in our hometown and Fedexed it - old school. Overall, this purchase was a disastrous customer experience in time for us and T-Mobile.
Ollie98
Network Novice
26 days ago
170Views
0likes
1Comment
UPS broke trade-in, T-Mobile said too bad
I finally upgraded my pixel 6 phone and got a notification. That I wouldn't be getting the trade in deal because the phone was broken. It was not broken when I sent it back. After calling they sent me a picture and the screen has chunks missing out of it. They said they spoke to their warehouse and the box wasn't damaged though when I informed them that the device wasn't sent back in a box but a padded envelope, they glossed over that. As a 20 year customer I am now being told I owe them $500 and no one will actually help me I am just being accused of lying. I am incredibly frustrated and just want to bring attention to this.
Kk617
Network Novice
2 months ago
91Views
0likes
0Comments
..no long-time loyalty for sprint, now tmobile customers
..not only does tmobile do billing practices the same as att, locking down your account to basic inquiries or changes even if the bill was due just the day before, but more importantly they care nothing for the loyalty from the Sprint customers they acquired in the by out of Sprint. I was with Sprint for years before they changed to tmobile. I have NEVER had to put money down on ANY upgrade I did with Sprint NOR did I have to renew to a contract just to get any phone special. ..the tmobile rep i spoke to recently became quite unprofessional during the conversation and simply said "because you have not history with tmobile"! I almost dropped my phone. And its ironic that the over 380K followers I have as a Google Reviewer, many of them have run across similar "customer service" situations with tmobile. As many of them have stated, they ported their number(s) to another carrrier. Perhaps I should consider the same. I posted almost the same on my X and tmobile responded almost immediately literally guaranteeing they could get me into the phone of my choice with no moneys down. Once I mentioned I was once with Sprint, he never replied back. Fascinating
snoopytrek
Newbie Caller
2 months ago
81Views
0likes
0Comments
Trade-In Agreement Expiration Dates
Hello, I was in the process of finalizing my upgrade order when I reviewed the trade agreement paperwork. I noticed that the Trade-In Program Device details indicate that the expiration is tomorrow. Concerned about potentially forfeiting any promotional value if the devices are not returned by the expiration date, I exited the order. Are expiration dates for some promotions only 24 hours? Could there possibly be an error in my documentation? Thank you for any insight you can provide.
medhtx
Network Novice
2 months ago
147Views
0likes
0Comments
Print label to return phones due to upgrade promotion. Where is the link?
I need to know where to be able to print the return label for two phones iie to upgrade promotions for them. I got an email that said I can log in to print them from the t lite app but after logging in there is not a link to download the labels anywhere.
nicholasmcd
Network Novice
2 months ago
106Views
0likes
0Comments
What is the cost of Go5G Plus?
When I do a comparison with my current plan (Spring ED1500) and the Go5G Plus plan, it shows $185/mth for my 3 lines. All discounts and fees. I have no equipment charges right now. I thought this would be $150/mth for 3 lines with autopay.
RedWings
Network Novice
2 months ago
153Views
0likes
0Comments
Cancel trade-in and keep new phone
I upgraded to an iPhone 16 and setup to trade in my iPhone 13, but after finding out Apple won't be doing any security updates on older devices, I started considering keeping the 13 for my son. Is it possible to just cancel the trade in and just pay the higher monthly installments on my new phone?
cmurray81
Network Novice
4 months ago
433Views
0likes
1Comment
Missing trade in credit/ unethical sales practices
On September 12 we went to Tmobile 2975 SW 160th Ave, Miramar, FL 33027 and spoke with Andrew allegedly a supervisor or manager. We were looking to port a line but asked if we needed to come the next day to preorder the iphone. Andrew said that it was not necessary as promos for new lines apply for up to two weeks after the new line is done. We go back to the store the next day to get the new line $830 off bill credit with the trade in of an iphone 13 pro. Another associate said to come back when Andrew was there because allegedly it did not apply to us. After calling customer service over the phone they said we were eligible. We went back in September 18 and Andrew was there. Andrew said we definitely qualified but the store was closing so someone called and finished the transaction over the phone. To my surprise I started getting messages about a new line a 754 number I did not have. I never received a trade-in shipping label so I called. Upon further review they added a line without my consent and applied the promo to that line instead. James via chat (I have screenshots) said he could cancel the line and apply the trade-in promotion to the already added new line and sent me a shipping label. And I thought everything was fine but nope I never received a credit and tmobile kept my old phone as well. I have called multiple times one of those times I spoke with Ron employee number allegedly 62030643 and have never gotten a resolution. Now Aris employee 8032354 wants me to add a new line to allegedly get 1000 dollars off but I will have to pay $25 for a new line that I don’t need. And still I will be paying more than the promised $35 off a month I should be getting. All of this happened due to the misinformation and greed of the associates. They say yes to everything but in reality they do not care what ends up happening. Any help is appreciated.
Solved
Phoneperson
Newbie Caller
4 months ago
390Views
0likes
1Comment
Purchased this morning - Need help regarding - Prepaid card validity
This morning, I purchased an unlimited prepaid plan card, I paid $60 + taxes from a T mobile store in Tampa. Do I need to pay $60 again on the 30th? I just received an SMS, saying - Your T-Mobile plan will change on 01/01/2025. Will appreciate any help/clarity on this, thanks and Seasons greetings. BR - Thomas
Thomas562
Newbie Caller
4 months ago
155Views
0likes
0Comments
Agrega una línea
Hi I would love to add a third line to my account. How do I do it? It won't allow me to online.
DevonP
Network Novice
4 months ago
187Views
0likes
1Comment

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No phone - no ID, no credit cards - one would think we could purchase the phone for them to pick up at the local store... nope. The page for the local Los Angeles T-Mobile store has the phone in-stock, as does the online store. When initiating the purchase for the phone online (or T-Life app) and setting \"pick-up at that store\"... no stock is shown. Not sure if it is a bug or a feature considering the number of related complaints online. 2+ hours of customer T-Mobile customer service, 2 calls with the wrong information provided (stores do not take card information over the phone and can't bill to the account) , and a third to request escalation did not help resolution. The support team hid behind their procedures and verifying the user was an authorized user. No solution. As for the in-store pickup issue, the scripted answer was \"it has to be shipped\"... brilliant. This can't be the first time someone gets robbed while out of town. An alternate ID verification method would be very useful in this case. Furthermore, if a phone shows \"in stock\" at a store and the online store offers a pickup-up in store option, one should be able to make the purchase online and complete the activation in-store if necessary. \"Deliver to store\" which is what customer support described is an entirely different feature. We had to Fedex an ID and cash so they could get a phone using the payment plan to minimize cash outlays; the solution proposed by the store (Kudos to the T-Mobile La Cienega & 4th store). With hindsight, we would have bought the phone in our hometown and Fedexed it - old school. Overall, this purchase was a disastrous customer experience in time for us and T-Mobile. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"1857","kudosSumWeight":0,"repliesCount":1,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:187427":{"__typename":"Conversation","id":"conversation:187427","topic":{"__typename":"ForumTopicMessage","uid":187427},"lastPostingActivityTime":"2025-03-21T08:35:39.010-07:00","solved":false},"User:user:208045":{"__typename":"User","uid":208045,"login":"Kk617","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Network Novice","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-10.svg"},"id":"user:208045"},"ForumTopicMessage:message:187427":{"__typename":"ForumTopicMessage","subject":"UPS broke trade-in, T-Mobile said too bad","conversation":{"__ref":"Conversation:conversation:187427"},"id":"message:187427","revisionNum":1,"uid":187427,"depth":0,"board":{"__ref":"Forum:board:upgrades-orders"},"author":{"__ref":"User:user:208045"},"metrics":{"__typename":"MessageMetrics","views":91},"postTime":"2025-03-21T08:35:39.010-07:00","lastPublishTime":"2025-03-21T08:35:39.010-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I finally upgraded my pixel 6 phone and got a notification. That I wouldn't be getting the trade in deal because the phone was broken. It was not broken when I sent it back. After calling they sent me a picture and the screen has chunks missing out of it. They said they spoke to their warehouse and the box wasn't damaged though when I informed them that the device wasn't sent back in a box but a padded envelope, they glossed over that. As a 20 year customer I am now being told I owe them $500 and no one will actually help me I am just being accused of lying. I am incredibly frustrated and just want to bring attention to this. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"635","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:181392":{"__typename":"Conversation","id":"conversation:181392","topic":{"__typename":"ForumTopicMessage","uid":181392},"lastPostingActivityTime":"2025-03-15T16:51:23.104-07:00","solved":false},"User:user:205667":{"__typename":"User","uid":205667,"login":"snoopytrek","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Newbie Caller","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-4.svg"},"id":"user:205667"},"ForumTopicMessage:message:181392":{"__typename":"ForumTopicMessage","subject":"..no long-time loyalty for sprint, now tmobile customers","conversation":{"__ref":"Conversation:conversation:181392"},"id":"message:181392","revisionNum":1,"uid":181392,"depth":0,"board":{"__ref":"Forum:board:upgrades-orders"},"author":{"__ref":"User:user:205667"},"metrics":{"__typename":"MessageMetrics","views":81},"postTime":"2025-03-15T16:51:23.104-07:00","lastPublishTime":"2025-03-15T16:51:23.104-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" ..not only does tmobile do billing practices the same as att, locking down your account to basic inquiries or changes even if the bill was due just the day before, but more importantly they care nothing for the loyalty from the Sprint customers they acquired in the by out of Sprint. I was with Sprint for years before they changed to tmobile. I have NEVER had to put money down on ANY upgrade I did with Sprint NOR did I have to renew to a contract just to get any phone special. ..the tmobile rep i spoke to recently became quite unprofessional during the conversation and simply said \"because you have not history with tmobile\"! I almost dropped my phone. And its ironic that the over 380K followers I have as a Google Reviewer, many of them have run across similar \"customer service\" situations with tmobile. As many of them have stated, they ported their number(s) to another carrrier. Perhaps I should consider the same. I posted almost the same on my X and tmobile responded almost immediately literally guaranteeing they could get me into the phone of my choice with no moneys down. Once I mentioned I was once with Sprint, he never replied back. Fascinating ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"1170","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:179900":{"__typename":"Conversation","id":"conversation:179900","topic":{"__typename":"ForumTopicMessage","uid":179900},"lastPostingActivityTime":"2025-03-04T12:26:46.840-08:00","solved":false},"User:user:202613":{"__typename":"User","uid":202613,"login":"medhtx","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Network Novice","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-4.svg"},"id":"user:202613"},"ForumTopicMessage:message:179900":{"__typename":"ForumTopicMessage","subject":"Trade-In Agreement Expiration Dates","conversation":{"__ref":"Conversation:conversation:179900"},"id":"message:179900","revisionNum":1,"uid":179900,"depth":0,"board":{"__ref":"Forum:board:upgrades-orders"},"author":{"__ref":"User:user:202613"},"metrics":{"__typename":"MessageMetrics","views":147},"postTime":"2025-03-04T12:26:46.840-08:00","lastPublishTime":"2025-03-04T12:26:46.840-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" Hello, I was in the process of finalizing my upgrade order when I reviewed the trade agreement paperwork. I noticed that the Trade-In Program Device details indicate that the expiration is tomorrow. Concerned about potentially forfeiting any promotional value if the devices are not returned by the expiration date, I exited the order. Are expiration dates for some promotions only 24 hours? Could there possibly be an error in my documentation? Thank you for any insight you can provide. 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Where is the link?","conversation":{"__ref":"Conversation:conversation:177401"},"id":"message:177401","revisionNum":1,"uid":177401,"depth":0,"board":{"__ref":"Forum:board:upgrades-orders"},"author":{"__ref":"User:user:201275"},"metrics":{"__typename":"MessageMetrics","views":106},"postTime":"2025-02-28T11:06:28.886-08:00","lastPublishTime":"2025-02-28T11:06:28.886-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I need to know where to be able to print the return label for two phones iie to upgrade promotions for them. I got an email that said I can log in to print them from the t lite app but after logging in there is not a link to download the labels anywhere. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"262","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:173769":{"__typename":"Conversation","id":"conversation:173769","topic":{"__typename":"ForumTopicMessage","uid":173769},"lastPostingActivityTime":"2025-02-21T11:32:46.378-08:00","solved":false},"User:user:198665":{"__typename":"User","uid":198665,"login":"RedWings","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Network Novice","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-2.svg"},"id":"user:198665"},"ForumTopicMessage:message:173769":{"__typename":"ForumTopicMessage","subject":"What is the cost of Go5G Plus?","conversation":{"__ref":"Conversation:conversation:173769"},"id":"message:173769","revisionNum":1,"uid":173769,"depth":0,"board":{"__ref":"Forum:board:upgrades-orders"},"author":{"__ref":"User:user:198665"},"metrics":{"__typename":"MessageMetrics","views":153},"postTime":"2025-02-21T11:32:46.378-08:00","lastPublishTime":"2025-02-21T11:32:46.378-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" When I do a comparison with my current plan (Spring ED1500) and the Go5G Plus plan, it shows $185/mth for my 3 lines. All discounts and fees. I have no equipment charges right now. I thought this would be $150/mth for 3 lines with autopay. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"271","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:162793":{"__typename":"Conversation","id":"conversation:162793","topic":{"__typename":"ForumTopicMessage","uid":162793},"lastPostingActivityTime":"2025-01-09T13:23:15.357-08:00","solved":false},"User:user:182520":{"__typename":"User","uid":182520,"login":"cmurray81","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Network Novice","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-6.svg"},"id":"user:182520"},"ForumTopicMessage:message:162793":{"__typename":"ForumTopicMessage","subject":"Cancel trade-in and keep new phone","conversation":{"__ref":"Conversation:conversation:162793"},"id":"message:162793","revisionNum":1,"uid":162793,"depth":0,"board":{"__ref":"Forum:board:upgrades-orders"},"author":{"__ref":"User:user:182520"},"metrics":{"__typename":"MessageMetrics","views":433},"postTime":"2025-01-09T12:24:28.900-08:00","lastPublishTime":"2025-01-09T12:24:28.900-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I upgraded to an iPhone 16 and setup to trade in my iPhone 13, but after finding out Apple won't be doing any security updates on older devices, I started considering keeping the 13 for my son. Is it possible to just cancel the trade in and just pay the higher monthly installments on my new phone? 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We were looking to port a line but asked if we needed to come the next day to preorder the iphone. Andrew said that it was not necessary as promos for new lines apply for up to two weeks after the new line is done. We go back to the store the next day to get the new line $830 off bill credit with the trade in of an iphone 13 pro. Another associate said to come back when Andrew was there because allegedly it did not apply to us. After calling customer service over the phone they said we were eligible. We went back in September 18 and Andrew was there. Andrew said we definitely qualified but the store was closing so someone called and finished the transaction over the phone. To my surprise I started getting messages about a new line a 754 number I did not have. I never received a trade-in shipping label so I called. Upon further review they added a line without my consent and applied the promo to that line instead. 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