Log updates

I am having the same issue and am also getting the run around. We just switched carries in December. .I am not happy with how unprofessional the response has been with requests to see usage and prior bills. I have now paid 2 bills and am not able to see either and am set up on auto pay for another to be paid in about 13 days. I cannot se this new bill either. It is a joke.  Being told it is a "known issue"...well that doesn't help. When will it be resolved? I have a business account this is not acceptable,

Birdwatcher wrote:

I'm also getting the run around.  Tech support keeps telling me they'll call me in 48 hours and never do.  One tech told me they're merging with sprint so that's the reason the usage isn't updating,  I said they should be taking care of existing customers first,  if the system can't handle the additional volume what's the answer? Greed.  Make sure the system can handle it before implementing it,  I'm calling every other day just to stay in top of it.

Merger of Sprint and T-Mobile happened ages ago. Like a year or two. The lack of updates is most likely do to maybe a couple of things. 

- Limiting the times we are allowed to query the information…. I doubt this.
- Switching the usage update to only update once a billing cycle….. Could be, that is the last time my usage page updated.
- They are simply shutting down the ability to view detailed usage…. I could see this being the main reason. Possible privacy issues could be a new topic for removal. Maybe they feel it costs too much to parse the information that they are without a doubt gathering. 
 

I'm having the same problem. Can only view the last bill. Not current usage. I've called and their excuse is it takes a week or so for the logs to update after a recent bill has been processed. So since 2/3, no recent log updates. The minutes and data stuff is correct but once I click on the individual line, it only has the last cycle listed. 
 

Anyone have their text and calls logs with incorrect time zone? I understand it's suppose to be listed in Pacific Time as next to the date in parenthesis says (PT). So this is correct for my text. I life in Eastern Time. My call log is listed in Eastern Time although, in parenthesis it says (PT). I'm fine if they are both (PT) but I don't like incorrect info. Gets confusing to not know what's true unless I look at my actual phone. They put in a ticket in December and still no answers. So annoying!

I'm giving them a couple of weeks to fix this. If this is not fixed I'm going to another carrier. I will buy out the phone I'm currently paying and be gone. I never had this issue with Sprint and Sprint users had no choice in this merger. 

I have been told by LukeWalsh on Twitter, using T-M's DM support, that their engineers are working on the issue, and it should be fixed soon. I get a message every six days or so saying It's still being worked on and being pushed out. I got a new message last night and LukeWalsh said that he was pushing my next check-in to the 26th. I'm pushing a month since my last update. I have an older child with disabilities, and being able to monitor accounts keeps him safe.
I have heard this feature will see its Sunset within the next few billing cycles, while they slow down the ability of us to be able to use it.
This is very much a dealbreaker, and the feature was part of the reason for my switch to T-M a year ago.

Ediblejesus wrote:

I have been told by LukeWalsh on Twitter, using T-M's DM support, that their engineers are working on the issue, and it should be fixed soon. I get a message every six days or so saying It's still being worked on and being pushed out. I got a new message last night and LukeWalsh said that he was pushing my next check-in to the 26th. I'm pushing a month since my last update. I have an older child with disabilities, and being able to monitor accounts keeps him safe.
I have heard this feature will see its Sunset within the next few billing cycles, while they slow down the ability of us to be able to use it.
This is very much a dealbreaker, and the feature was part of the reason for my switch to T-M a year ago.

It's so strange that the customer service team is pushing a different narrative. So many people need this feature to help monitor loved ones with dementia and other disabilities. I'm not sure what to do.

partywithmyphone wrote:

Ediblejesus wrote:

I have been told by LukeWalsh on Twitter, using T-M's DM support, that their engineers are working on the issue, and it should be fixed soon. I get a message every six days or so saying It's still being worked on and being pushed out. I got a new message last night and LukeWalsh said that he was pushing my next check-in to the 26th. I'm pushing a month since my last update. I have an older child with disabilities, and being able to monitor accounts keeps him safe.
I have heard this feature will see its Sunset within the next few billing cycles, while they slow down the ability of us to be able to use it.
This is very much a dealbreaker, and the feature was part of the reason for my switch to T-M a year ago.

It's so strange that the customer service team is pushing a different narrative. So many people need this feature to help monitor loved ones with dementia and other disabilities. I'm not sure what to do.

100% agreed, you would think they would try to come up with one story and go with it. Send out a support wide memo and stick to that narrative or something. 
I hadn't even thought of my aging father-in-law that has been slipping some after turning 71. 

Same 

Dear diary. I am getting desperate. Why is Tmobile treating me like this? This issue has been going on for weeks, and they are just ignoring us. Is it time to move on?

Man this is so frustrating. And the fact that they have no clue for the longest and I don't believe that they are trying to find a resolution. Because to them, it's not urgent and not a big deal. And I agree, that we pay for a service and now we don't have access to what we were promised when we signed up.