Free data for life not working - anyone else?

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.

One business day.

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 said that "in 2013, T-Mobile started giving everyone who was using a tablet on its 4G LTE network 200 MB of data per month, called "Free Data for Life", which was effective for the time the customer owned the device, so long as the device was not used on another carrier's network. I purchased an iPad from Apple on XX/XX/XXXX and received this Free Data For Life promotion. I always used the iPad on T-Mobile's network and I still own the device, however on XX/XX/XXXX, T-Mobile cancelled my Free Data For Life."  I then provided the names and dates of the individuals I spoke with at T-Mobile customer service and what they told me.  I also uploaded my iPad purchase receipt, the email that T-Mobile sent me when they cancelled the plan and a pdf of an online article that described the plan.

I hope this is helpful.

jtemery wrote:

I finally got this resolved with T-Mobile after 4 months by filing a complaint to the FCC:  https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744.  

Can you please share how you worded the FCC complaint and which “Phone Issue” drop-down you picked?

I've been calling T-Mobile for over three months.  Each time, someone looks into it, reads through the notes, puts me on hold to check with someone else, then says it's a known issue and the fix is to create a ticket for a different department to fix, and swears the Free Data for Life will be back within 72 hours.  Last time I spoke with a supposed supervisor who swore he could create a special supervisor-to-supervisor ticket and this time it really would be restored.  He insisted that it was not possible for him to call someone at the other department, that he didn't know who ran that department, that he had no access to a T-Mobile directory, and couldn't talk to anyone else.

Gracias,

I finally got this resolved with T-Mobile after 4 months by filing a complaint to the FCC:  https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744.  Too bad it came to that, but the person who eventually called to help me was very nice and advised that T-Mobile really does have a process for reinstating the Free Data For Life plan.  First, I provided him with the IMEI number of my device, my SIM number and my phone number and he then mailed me a new SIM card (for free).  Then I called back to confirm the SIM card number and he ported the phone number from my other SIM (not necessary, but it was my preference) and re-activated the plan.  Then I popped in the SIM and everything works just fine.  Under no circumstances should you let anyone set up a "dummy" SIM for you or give you another date plan to use while you wait for them to fix the issue.  That's what happened to me initially and it made the whole thing more complicated and time consuming than necessary.

As of Oct 7th, I got the exact same message from tmo indicating - “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." and since then I am not able to access my data. None of the tmo geniuses are able to help. 

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.

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.

T-Mobile is pretty horrible all around. The data ALWAYS slows and for as big as the coverage area they claim to have it's always spotty as well. I've had better consistaco coverage with metroPCS. And they really rape a phone with their programming. I would have left years ago but my wife doesn't want to go anywhere else for cell phone service. I'm leaving my wife so I'll be leaving T-Mobile as well