Forum Discussion
Unable to purchase phone online
I've been trying to purchase a phone upgrade for my wife. At least 20 times now and every time I get to the end I get, "oops we've hit a snag". Then it kicks me back to the page showing the phone I want.
Anyway to get around this silliness?
Ah okay. Sorry, sounds like we didn't get to help you at the store. If traveling to the store is is more inconvenient, we'll need to get our Team of Experts folks to get a Help Desk ticket filed for the site to resolve the issue. To get the phone ordered, we'll either need to help at the store or have our Care folks over the phone help.
Just installed edge browser and tried on phone.
Okay. Thanks for the update. I'm not seeing this is similar to anything our engineers are currently working on. However, you can have our Team of Experts or T-Force folks file a Help Desk Ticket for this. Heading to the retail store is also a good suggestion if there's one close and you'd like to get the upgrade right away.
Yea they closed the store that was 2 minutes from my house. Now it's 15 min away. AT&T has a store that I can see from my deck lol. Maybe I can go there, way better coverage in my area anyway
Ah shucks, that's no good. You can still have one of our Team of Experts folks help you buy the phone or at least get a ticket filed so you can make the purchase yourself. I'm just thinking of other ways to fix the issue and get you a phone without you having to switch.
Well I've been a customer of T-Mobile for 14 years, I highly doubt I would want to switch over something like this. It's a little aggravating for sure. I'm not sure why but I tried the jump upgrade yesterday on my line and everything went through perfectly. It's just updating a regular line no matter which one hits a snag
Wow! That is a long time and we definitely don't want you leaving for something like this. When you say it's snagging when you're updating a line, is it when you're upgrading or are you doing something else? Just trying to get an understanding.
just clicking this upgrade link. I go through picking phone, choosing line that'll get new phone. Next is device protection, then choose any accessories. Then it'll say calculating price and then that's where I get "oops we hit a snag" error. Click try again and startsthe process all over. I finally had some free time last night, ran over to the tmo store and it closed at 8. Lol
Ah okay. Sorry, sounds like we didn't get to help you at the store. If traveling to the store is is more inconvenient, we'll need to get our Team of Experts folks to get a Help Desk ticket filed for the site to resolve the issue. To get the phone ordered, we'll either need to help at the store or have our Care folks over the phone help.
Seems to still be a problem. Can't order on any browser I've tried or with the T-Mobile app. Been trying for a few days but guess we will just keep our three old phones to avoid paying an upgrade fee at the store.
If you go a store, and explain that you cannot buy your phone(s) online, will they bypass that extra?
