Log updates

Wow, thought I was the only one. Very unfortunate if it's true that we won't be able to review logs like we used to anymore. It's actually one of the best features of the app in my opinion. Might have to find another carrier soon if this isn't corrected.

Stronglibra75 wrote:

I apparently am having the same issues. All of my stuff seems to be stuck on 26 January with my new current cycle starting in January 27. They are full of crap every time I call there somebody telling me something different and now I've been told that possibly with their new system update that we will not be able to check our usage example phone log text, log until the end of the 30 day cycle, nobody can seem to be honest about the situation. I have been on the phone with them eight different times this week. 

I have the same issue and they have been telling me the same lie. I am very disappointed. They have always given me great service and I cannot believe they just cannot be honest about the situation.

What is really going on?

I apparently am having the same issues. All of my stuff seems to be stuck on 26 January with my new current cycle starting in January 27. They are full of crap every time I call there somebody telling me something different and now I've been told that possibly with their new system update that we will not be able to check our usage example phone log text, log until the end of the 30 day cycle, nobody can seem to be honest about the situation. I have been on the phone with them eight different times this week. 

Having the same exact problem. Doesn't show me anything after 1/23. I've contacted T-Mobile. Still nothing. It's very frustrating at this point. Don't understand how they normally update every two hours but then all of a sudden can't for over a week with no explanation or anything. 

So pretty much what I have gathered from the multiple times that I've called. They are saying that they are updating their systems to where we will only be able to check our data usage once a week and then in the coming months, it will be where we will only be able to view it once a month at the end of the billing cycle, I have five lines and monitor my usage daily so they probably need to get it together. They're gonna lose lots of business. Praying that it gets fixed soon. I have four teenagers. 😩😩

Stronglibra75 wrote:

So pretty much what I have gathered from the multiple times that I've called. They are saying that they are updating their systems to where we will only be able to check our data usage once a week and then in the coming months, it will be where we will only be able to view it once a month at the end of the billing cycle, I have five lines and monitor my usage daily so they probably need to get it together. They're gonna lose lots of business. Praying that it gets fixed soon. I have four teenagers. 😩😩

Well, that is complete BS. I would jump ship over a change like that. Taking away and limiting features is not the way to keep loyal customers. 

Mine is stuck on 1/24 no updates and no replies from T-mobile either other than the standard check back in 24-48 hrs.

I noticed my call & text logs were not updating on 1/25. The last logged calls & texts were from 1/24 - the last billing cycle. I gave it a few days to update.

When the logs had not updated by 1/31 (one week into the new cycle), I contacted T-Mobile via the support feature on the app. I did so again on 2/3, 2/6, 2/9, 2/10, & 2/11. I called them on 2/3, 2/9, & 2/11.

My usage numbers appear to be updating & accurate. However, the call & text logs still show the data from the last cycle. All previous cycles show accurate log data. The service experts are reading from a script. The technical team is shrouded in mystery & provides canned answers. I have been told:

1. We are undertaking a major upgrade in your area. The updates will appear in 24-48 hours. They did not.
2. We are performing system-wide maintenance. You will see the updates in 48-72 hours. I did not.
3. Your complaint has been forwarded to our technical team. They will be in touch. I spoke with them. Nothing changed.
4. We will send you the logs for the last cycle. No, thank you, I already have those.
5. We will provide you usage data for this cycle. No, thank you, I already have that. It's the current cycle's call & text logs that are lagging behind.

I provided them with 16 screenshots from this page describing the exact same issue from other customers. I provided them with 6 screenshots from my own account logs showing the prior cycle's call & text logs populating the current cycle's usage. This was their response:

1. We see that many people share your frustration. Do not call us, we will call you. We will resolve the issue within 7 business days. This was last night.

In short, I don't believe they have any clue whatsoever what is happening or why. It is frustrating & unacceptable. I anticipate it will be the start of the next cycle before anything updates. At that point, the logs will remain static for another billing cycle. This is not what I was promised when I enrolled. This is not what I pay for with their service.

I did threaten that! I just filed a complaint with BBB. You should too! You should see how many complaints have been file against them. 

Same here as obviously it’s everyone!! You better Get it together REAL soon T-Mobile, or I’m changing our 7 lines!!! 3 are kids who need monitoring!!!!!