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I've been a T-Mobile customer since at least 2008 and have seen the network and technology evolve over the years. While some changes have been great, others have been challenging but ultimately successful. However, I'm now considering leaving with my six lines because I feel misled or even lied to. I moved to a new area about three years ago and have been working with customer service, tech support, and even engineering to address the signal issues in my area. The signal fluctuates between LTE, 5G, and not 5Guc throughout the day, draining my phones. Despite opening multiple tickets and working with various people, the issue remains unresolved. Over a year ago, I was told that tower 9JK1272A was getting a technology upgrade from LTE to the new technology (INC111606575). Each time I called for updates, there was no ETA, and I received various explanations. I want to thank Tiyeana on 1/6/2025 for finally revealing that the upgrade never happened, and the ticket has been closed for some time. In fact, since October 2022, I was never informed of this when calling in for updates. She also informed me that my area needs enhancements and that multiple customers are experiencing the same issue. Shame on you, T-Mobile, for blaming our equipment instead of addressing the real problem. This experience has taught me that loyalty to a corporate giant means nothing. After 17-plus years as a customer, I feel like just an account number. I miss you, John Legere. I'm writing this in hope that someone at T-Mobile cares enough to read this and call me. This last ticket should lead you to me 87592093.
Internet service constantly disconnecting at certain times of day-week
Since we started our service a few months back it seems during during the beginning of the day, 7am 9am, our Internet disconnects from all our streaming devices and on the Tmobile app it somes up disconnected. So,we unplug the router and plug it back in. Poof it works,next day, same thing. My wife and I work from home and have about 12 devices online anytime, we use vpns on our laptops for work, we have tablets and plenty of smart devices. Now,oddly,since we boot up and start work between 7 till 9am Monday Friday, this is the primary time we notice it reoccur the most. There are occurrences during 12pm and 3pm sometimes as well but mostly in the am. My wife has resorted to just hotspotting to her cell phone as a stable workaround. Now the most frustrating part is the consistency of it all. Almost everyday during the week in the am. Each time we've called support it's just reboot it.then if course it works,we are likely moving back to Xfinity since we aren't getting the service promised.
Recent autopay debacle...
Like many, I chose to sign-up for autopay for the discounted charges. Everything seemed to work fine until recently. My payment was scheduled for the 4th of every month. This month I received a text message which was very strange as it began with "Hey there! We need to get in touch with you about a recent payment made on your account...." very weird wording - I mean they know my phone # right? Just call me. Anyway, Before I contacted them, I went to my credit-union page and saw that, as always, the payment was credited on the 6th of the month. I then logged into myt-mobile.com and to my surprise saw that they claimed I was overdue on my payment and had tacked on a $35 late fee. I called them and had to fight through their automated system insisting on speaking to a human and did finally get through to one. I was told that my payment had been canceled/stopped by my credit union - or so they claimed. This made no sense so I contacted my credit union. They showed no stop payment and also note that they had not received any return of the $ that had been paid out. They then had their operations team look into it - again, no indication that any stop payment order was issued nor any funds returned. So, I called T-mobile again and fought through their obnoxious automated system for another 10 minutes. T-mobile refuses to provide any "proof" of the claim that a stop payment was issued. I was effectively forced into making a second payment and am obviously out of my $ which was taken via autopay. Now this is obviously a screw-up on T-Mobile's end. My credit union is fairly small and over a 3-4 hour period they literally went through every transaction made for the two days that t-mobile claims a stop payment was issued. There was nothing. No such transaction took place. Now I don't know if this was just a data-entry error or wtf is going on but now I am between a rock and a hard place. The credit union can't won't give me back $ that they have not received and t-mobile refuses to look into it and instead forced me to double-pay for this month. Today they sent me a message saying that I "Authorized cancellation of recurring electronic payments to T-Mobile..." which I haven't done but I am not going to argue with. I mean screw it - I don't trust their system now at all. I'll pay the extra $15/month to know that my payment has been made and acknowledged. So has anyone else had anything like this occur? Is there anything that you can do to force them to trace this supposed "stop payment" or to find thwe supposedly returned $ that was never returned? I'm seriously tempted to switch services but really do not want to have to go through the hassle....
T-mobile takes auto pay from account. Says I missed 2 months of payments and suspended my account.
Just today I noticed that I couldn't call or text anyone so i checked the t-mobile app to see what happened. The app said I missed two months worth of payments and suspended 3 lines. I paid the amount before my mom got bank statements saying that t-mobile is taking our payments that's been set up with auto pay. When we went to dispute the transaction at t-mobile they said they didn't see any bill/payment and suspension in their system. In the end they only refunded me the $60 for the 3 suspended lines but the money for the 2 months of service is still being processed.
Error "something is going wrong." Can't add networks, can't edit existing networks.
I am trying to create a new network, and also edit the frequency band (2.4ghz > 5ghz) of an existing network. I've been trying for days, and keep getting the same error. I've tried resetting my gateway to no avail. I've tried doing this across various times of day. Not sure what else to try. To be clear, I don't need help finding how to navigate the app in order to try this--I am specifically encountering an issue of submitting the new network and confirming the frequency band edit for the existing network. Upon submitting/confirming, after creating and editing such details, respectively, I am persistently getting the error "Oops, it looks like something went wrong," with options to either try again or cancel, to no avail. I'm going to the right places for this: For creating a new network: - Manage home internet, Add New Network, [enter details and submit] For editing an existing network: - Manage home internet, My Wi-Fi, My Networks, [select designated network], [edit details and submit] This used to work as of, IIRC, a few weeks ago when I successfully created the new network for which I'm currently trying to edit the frequency band for. I had no problems then. I'm pretty sure I even successfully made edits to that network, as well, post-creation. I did all of that the same way that I'm currently trying to do it now. Except now, I'm getting persistent errors that won't let me complete any of this. I need to create this new network and make such edit to an existing network. What's going wrong, and how can I mitigate this? I much appreciate any solutions for how to solve this error that I keep getting, thanks!
IMEI Blacklisted on my Iphone
I got my Iphone from Apple store paid in full a year ago,without replacement.Never got lost or stolen.Few days ago, itshowedno service on the signal bar. And it said 'phone not allowed' under the networking setting. First i thought it was the problem with the phone or sim card. After i tryout all the trouble shooting steps with my phone, and swapped the sim cards with another phone, i found out the real problem is thatthe signal has been blocked from the carrier's side on this phone. Iused the T-mobile IMEI Checker website to confirm my assumption (https://www.t-mobile.com/resources/bring-your-own-phone) and found out it's underIMEI blacklist, which willblock the phone from receiving any services.Looks like all I need to do is to contact my carrier and ask them to unblock me. There the drama began. It was such a tedious andpainful experience for all sides and I hope none of you will experience this. First, T-Mobilesaid they didn't block my phone, which was obviously,not align with what was written from their checker website. After I pointed that out, they transferred the call to several departments and all the supervisors, then told me they didn't find any blocking on my service.! I called again, hoping someone knows what was going on. Then the 2nd representative told me yes the phone was locked, and only Apple have the authority to do that. So I called Apple, and then Apple said no they can't block my phone through IMEI, only the carrier can. And two hours had past. I called T-Mobile again. The 3rd representative transferred my call to Apple technician, the technician and a senior technician walked me through every step that you can imagine to test out and try to fix this on your phone, which was nice, but unfortunately, didn't work.I was very frustrated andtried to let them know this is not something from my phone, this was somethingfrom the carrier's side. Three hours later, Apple technician realized it was not the phone, so they contacted T-Mobile IMEI technician, andwe stayed online for another three hours, repeating the steps that Apple technician asked me to do, tyring to see if this is a real IMEI problem. And none of them knewwho did it nor how to fix it. By the end of the day, theT-Mobile technician let me know that the phone is blocked through a third party insurance (I didn't have insurance with this phone, so I thought it could be an insurance scam). They let me know the only way to unblock it is to prove that I am the owner of my phone by sending a receipt, then they will try to contact the third party and request the unblock for me within 72h. I appreciate their patienceand was thinking this is finally going to be resolved. So I went to the local Apple store, printed the receipt and emailed it. Since I will need to be out of the town the other day,I tried to callthe T-Mobile insurance company Assurant, hoping to get this fixed asap. However, according to them, my phone is not blocked and if it was, they didn't block it! The nextday i tried all the third party IMEI check websites. One of them showed up that Verizon report the phone and put it into blacklist!(Web:https://www.imeipro.info/). That is a almost impossible situation because i am not Verizon customer how is that possible for them to block a T-mobile customer. But the reality is some rare things do happened in our life. I spent3 hours with Verizon customer service and found out their fraud team wrongfully reported my phone being purchased with false identity. They typed the wrong IMEI number when reporting the stolen/lost, anddidn't realize my information didnot align with the real requester's info until I made the call. Verizon made the mistake. Mystery solved. and my phone back to normal in 6 hour. I want to share this crazy experience with people who has been in the same situation. First. IMEIBlacklist is a national database. Any carrier can report a phone be lost or stolen and put Imei number into this database. All carrier download information from this database. So, Carrier can block phone to other carrier's customer. Second, base on my understanding on IMEI blocking, Apple do not have ability to block phone through IMEI. Only carrier can block and unblock based on IMEI. Third. Many things can happaned result for blocking. Lost stolen orinsurance problem or unfortunately, a typo from the carrier. Try to find out who block the IMEI is the most important because other carrier won't know what happened and may not be able to resolve this issue without many investigations, which may give you many troubles. The website i post can find out which carrier responsible for the blocking (For Now). Hope this is helpful for your guys!
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