Forum Discussion

Newbie Caller

5 years ago

We can’t add a phone to your plan online alert

I went to www.tmobile.com and I logged in successfully. From there I navigated to https://my.t-mobile.com/purchase/device-intent and that’s when I was told that I could not add a line to my acco...

iTinkeralot
3 years ago
You would probably be better off opening a trouble ticket with T-Mobile and reporting what you have seen and have to repeatedly deal with. T-Mobile might scrape the information from the community conversations but I sort of doubt they dig that deep here. I have had nothing but problems with the T-Mobile home internet application on my iPhone 12 Pro and I have seen some references here and there about how the application works on an Apple vs. Android device so another report does not surprise me in any way. You should probably also include more specifics about the Manufacturer of the phone, the model of the phone, the firmware/software version it runs etc… It might be helpful for a developer especially since they have to debug issues it helps to be able to reproduce them. I find the mobile application for gateway management to be nothing but a bother so I am extremely happy to still have the Nokia gateway as I don’t have the frustration of trying to manage a network appliance with a mobile device. The web GUI rules for management of the gateway in my opinion. The decision to force the flakey mobile application upon users is a very poor one. I am sure it was only driven by the bean counters.
One suggestion I can make with respect to the behavior you are talking about. When you see the gateway shows it has cellular communication go to a client on the local network and then change its DNS to say google.com 8.8.8.8 or 8.8.4.4 or quad9 9.9.9.9 or CloudFlare 1.1.1.1 and then see if that client can communicate to the internet. I have seen times when my gateway shows the cellular communication and I can see the inbound and outbound counters incrementing but have clients report no internet. If you change the DNS from 192.168.12.1 to one of the public hosted DNS servers and it works it just proves there is a DNS issue not some other problem with the gateway. It might save you from rebooting the gateway. Another tactic might be to flush the DNS from the client and try again but if the DNS is not resolving from the gateway router interface then it has stale information or is not communicating with the upstream authoritative DSN server.

trent_76

Newbie Caller

3 years ago

I'm getting the same thing, I just assumed it was because I only have a mobile hotspot with them and getting credit for a phone would take more information then I remembered when I bought the hotspot and ran my social they were gonna let me have the phone(s22 ultra) and the hotspot all on credit. I decided not buy the phone on impulse and bought my hotspot outright. Reading about the fee makes more sense and they don't even try and hide it on my screen at the top it even says wtf is going on: GREED wins again...

“Add a new device online and save yourself the $35 fee charged in stores/on the phone.”

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can’t add a phone to your plan online alert","id":"message:69390","revisionNum":1,"repliesCount":10,"author":{"__ref":"User:user:57190"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:accounts-services"},"conversation":{"__ref":"Conversation:conversation:69390"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:69390"},"body@stripHtml({\"truncateLength\":200})":" I went to www.tmobile.com and I logged in successfully. From there I navigated to https://my.t-mobile.com/purchase/device-intent and that’s when I was told that I could not add a line to my acco...","body@stringLength":"1755","rawBody":"

I went to www.tmobile.com and I logged in successfully. From there I navigated to https://my.t-mobile.com/purchase/device-intent and that’s when I was told that I could not add a line to my account online and I needed to contact customer service. Attached screenshot.

I‘m a new customer. It’s probably been at least 2 weeks since I joined and I already paid my first bill successfully online. I came over from Verizon and brought over my iPhone & Apple Watch. The retail store was nice enough to get me setup with new eSims so my watch and iPhone worked and I kept my same number and it ported over successfully.

Prior to going to the store (few days prior) I had gone to Tmobile website and ordered a SIM card and told the website I was bringing over my own device and number. I meant to choose: visit store, but ended up choosing the mail me a SIM option, which took a little over a week to arrive via mail, so that’s why I opted to visit a store instead to expedite the process of moving over to T-Mobile.

Any idea why I’m not able to buy a new Phone? Or bring a phone? Or even add a tablet online? The only thing it will let me do is buy a new watch.

Thanks!

","kudosSumWeight":0,"postTime":"2020-05-30T01:24:31.000-07:00","images":{"__typename":"AssociatedImageConnection","edges":[{"__typename":"AssociatedImageEdge","cursor":"MjQuMTF8Mi4xfG98MjV8X05WX3wx","node":{"__ref":"AssociatedImage:{\"url\":\"https://www.t-mobile.com/community/s/xjbgt85279/images/bS02OTM5MC00NzZpRTgzNTFFRTZGQkI4RkU1NA?revision=1\"}"}}],"totalCount":1,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:69390_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":12103},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"

I went to www.tmobile.com and I logged in successfully. From there I navigated to https://my.t-mobile.com/purchase/device-intent and that's when I was told that I could not add a line to my account online and I needed to contact customer service. Attached screenshot.

I'm a new customer. It's probably been at least 2 weeks since I joined and I already paid my first bill successfully online. I came over from Verizon and brought over my iPhone & Apple Watch. The retail store was nice enough to get me setup with new eSims so my watch and iPhone worked and I kept my same number and it ported over successfully.

Prior to going to the store (few days prior) I had gone to Tmobile website and ordered a SIM card and told the website I was bringing over my own device and number. I meant to choose: visit store, but ended up choosing the mail me a SIM option, which took a little over a week to arrive via mail, so that's why I opted to visit a store instead to expedite the process of moving over to T-Mobile.

Any idea why I'm not able to buy a new Phone? Or bring a phone? Or even add a tablet online? The only thing it will let me do is buy a new watch.

¡Gracias!

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“Add a new device online and save yourself the $35 fee charged in stores/on the phone.”

","body@stringLength":"676","rawBody":"

“Add a new device online and save yourself the $35 fee charged in stores/on the phone.”

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The app gives me a longer error. I spoke to T-Mobile Support last night and we had issues changing my PIN we eventually got it fixed but they experienced issues with finding my info such as my email even though on my end I see it on my profile.

ngLo sentimos, no podemos procesar esta solicitud por Internet ya que se requieren cambios adicionales en tu cuenta. No te preocupes, uno de nuestros expertos te ayudará con gusto. Para completar esta solicitud, comunícate con Servicio al Cliente llamando al 1-800-937-8997 o marcando 611 en tu teléfono de T-Mobile.

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