Forum Discussion
T-mobile My account not loading
For the past 3 months the myt-mobile.com website nor my T-Mobile app has not been loading , I cannot manage my account or see my bill . ¿Cómo puedo arreglar esto?
Whoa, @magenta2828785 -- I know we've had a few outages with MyT-Mobile in the past few weeks, but three months is way too long to have trouble visiting the site! This ghost view isn't the kind of account access we want to provide. 😥
For issues like these, after the standard troubleshooting (test multiple browsers, clear cache/cookies/history) is complete, we actually want to have our Care, Tech, or T-Force team get a ticket filed for the access concern. We can walk through troubleshooting this with you and get the correct team alerted over the phone or through social media (Facebook or Twitter).Are you able to access your account details through the T-Mobile app in the interim?
- Marissa
Same issue here as well. I have contacted support several times and all they say is that there is "maintenance" or "upgrades" currently going on.
However, this is obviously not true since no intelligent IT person just takes down websites without some kind of placeholder notification or they get everything setup on the backend and just redirect to the new folder once complete, all the while leaving the old version fully accessible. The latter offering the best service, making the upgrade transition as seamless as possible. I know this, I have seen such happen on many websites, and I have worked in the IT field on top of things.There is obviously something broken and they are refusing to be open and honest about it and owning up to it in order to get it corrected.
Same issue, I can't remember the last time T-Mobile's website actually worked beyond clicking the pay bill button. I have course clear, my browsing history and cache, have tried on multiple devices, and have even tried using different Wi-Fi networks. No difference. This is definitely not a user error, there are so many threads online where people are complaining about this exact issue. I'm disabled and can't drive, so I'm not coming into the shop for this, and I don't need someone to call me and walk me through everything I've already done. I just need your website to work so I can access my account information. I would ask for tips and advice, but after reading this thread, there doesn't seem to really be anything beyond contacting customer support for automotive it doesn't seem to solve this problem for people. Very annoying to run into a broken website in 2023.
Whoa, @magenta2828785 -- I know we've had a few outages with MyT-Mobile in the past few weeks, but three months is way too long to have trouble visiting the site! This ghost view isn't the kind of account access we want to provide. 😥
For issues like these, after the standard troubleshooting (test multiple browsers, clear cache/cookies/history) is complete, we actually want to have our Care, Tech, or T-Force team get a ticket filed for the access concern. We can walk through troubleshooting this with you and get the correct team alerted over the phone or through social media (Facebook or Twitter).Are you able to access your account details through the T-Mobile app in the interim?
- Marissa
Just wanted to take a moment to see if the info above was helpful, and if you're able to go through the app!
-Lauren
I still can't get this load even through the app. I have tech once try to solve this problem. He called every couple day and the problem still not solve, and he the one to told to stop by at the store. The customer service at the store is really helpful, he try and nothing happen. He call the customer care and got me ticket but no one contact me yet, and he also the one that put this issue at this place. Up till now I still can't get anything solve yet.
Narissara
I still can't get this load even through the app. I have tech once try to solve this problem. He called every couple day and the problem still not solve, and he the one to told to stop by at the store. The customer service at the store is really helpful, he try and nothing happen. He call the customer care and got me ticket but no one contact me yet, and he also the one that put this issue at this place. Up till now I still can't get anything solve yet.
Narissara
Yuck, I'm sorry that this ticket doesn't seem to have a speedy resolution (although I am very glad that our representative at the store was kind and helpful). I know that you mentioned that the app isn't working for you either -- can I ask what you see when you try to log in there? Did we get a ticket filed for that as well?
- Marissa
In the app I got the same result as on web browser. Sometime it is just flashing and keep flashing with circle. And seem like at this point that tickets still didn't take care. I still didn't get anyone to response to the ticket.
Hmmm... While our engineering team doesn't make outbound calls for the majority of tickets filed, if it's an issue where we've offered follow-ups, our representatives should be setting a good time and date to check back in with you. 😥 If this didn't happen, then we dropped the ball. How long ago was the ticket filed? Turnaround for web access issues is typically 5 - 7 days -- if it's been longer than that, can I ask if you still have the ticket number? While we don't have account access here, if you have the ticket number we should be able to check on it for you if you reach back out to our Care or T-Force team. If we did schedule a time to contact you and missed that commitment, we'd definitely like for you to provide that feedback as well so that we can make sure it's passed to the appropriate team.
- Marissa
Ticket #24966482. This ticket the representative at the store filed it for me on Oct 7. Since then I didn't receive any call or follow up on that issue at all. And up till this point I still can't get to my account online.
