Free data for life not working - anyone else?

Same device, same plan.  It was working up to early July.  Then one day in mid July, I was tried to use it and it wasn't working. I keep checking back every few weeks but it hasn't worked since.  I don't use it all that often (hence the FDFL is perfect for me).

If it was something like that, certainly the people at the T-mobile store and phone support did not mention it.

I haven't had the solid block of a few hours free to call them again, but perhaps I have to.

My 3 mobile internet lines with Free Data For Life (FDFL) has been successfully added back by T-Mobile T-Force Team. I'm so happy I can see it with my own eyes "FREE DATA FOR LIFE" when I log onto my account via the T-Mobile account website. Hopefully it won't ever get inadvertently removed again.

I noticed mine stopped working after a month where I was inactive to have the tablet repaired. I have since repaired the tablet and attempted to log into the site. The site keeps saying they are "improving my experience" without doing anything beyond saying that for months. I replaced the SIM to make sure that was not the issue and the account shows as active. The store employee found my account and verified it was still in good standing. I guess I have to call AGAIN and listen to someone read prompts from a screen without any clue what question they are answering...

P.S. I would give support more credit, had the first representative not told me I needed to provide him the full SIM number or he couldn't answer me, only to have the second one tell me I could simply walk into a store to update my SIM.

I still own/use my original iPad and never used another data plan/carrier other than the original T-Mobile FDFL.  On June 7th, T-Mobile emailed me that "You recently deleted your Mobile Internet account. If you would like to create a new account at a later point in time, you can use the T-Mobile ID username and password that you've already set up. Just click, 'Already have a user ID' when you set up a new account."  I called them on July 10th to let them know that I did no delete my account and asked them to restore the FDFL.  Today is July 28th and I'm still waiting.  Every time I call, the customer service rep says they have escalated my ticket with "Engineering" and that someone will call me back in 48 to 72 hours.  Still no callback as of today.

jtemery wrote:

I hope this is helpful.

Thank you, I appreciate it.  Can I also ask about how long it took to get a response after submission?

I'm happy to report that I finally have the Free Data for Life restored.  As with @jtemery, calls were useless, even the supervisors, but shortly after filing an FCC complaint, someone from T-Mobile reached out, and was able to send me a new SIM in the mail.

I tried calling T-Mobile multiple times and other than the fact they were able to see this on my account everyone involved including higher level management, has absolutely no idea what is going on and is unable to help. Said another way the account shows free data for life, but I'm paying per month for the basic data allotment where the credit to the account is not occurring. 

Unfortunately the new larger T-Mobile has become a victim of it’s own success.

Filed a consumer complaint with the FCC… Sigh.

I didn't use my Free for Life 200MB/Mo data awhile as not on the road as much now. One day this week I got an email from T-Mobile about the current data breach and that since my iPad could not receive their text I needed to call to reset my account PIN.  I decided to check my data plan and found it was empty and not active. I called to fix the 200MB/Mo Free for Life Data plan and PIN. I was elevated to another person with lots of questions and was told the Free for Life 200MB/Mo plan was turned off for non-use and he could not be added back. When I told him it was "For Life," he checked with a Supervisor and was told Engineering could add it back in 24-48 hrs and he would call back when it was done. I did not hear back in 48 hrs so I called back (another person). She reviewed the notes on my previous call. She told me her supervisor and other documentation made her think the plan was "probably" cancelled for a period of non-use or because it was retired in May and not even Supervisors could add it back. She asked, and I told her, that I got no notification about the cancellation. I asked her to to talk to the customer service staff that knew of the fix Engineering could do - but she said she had no way to get in touch with other customer service people and thought Engineering was only for work on cell towers. I said I would have to complain to the FCC is she couldn't fix it, as many other customers had done that successfully. She suggested I wait for the initial customer service person to call me back. 

I have the Free 200MB data for life on 2 iPads. I've been having the same issues as everyone else. Plus I have not been able to get into my account online or on my iPads for 3-5 years. I have spoken to 3 people on the Executive Response team about it. Today I got confirmation from them that the "new" system they have migrated to does not allow access for this legacy program and will not in the future.

In other words, T-Mobile is doing everything they can to get out of their "Free for life" commitment by making it as difficult as possible for those customers. Let's all file complaints with the FCC and BBB.