Usage Details NOT Available (aka not updating) since Feb 1

ValeCT wrote:

Press2Esc wrote:

  I called in and put in trouble ticket 2 weeks ago and never heard back from anyone since.  Prior to Feb 1, 2023, this real time tracking feature of data, phone and text message usage detail is no longer working with either the mobile app or web access.   I use this info to verify billing of clients.  Obviously as all cellular companies offer metered (data) and quantity (calls, texts) data for billing and capacity purposes - this data is readily accessible & available @ T-Mobile and it has been working for YEARS.

   C'mon guys, this is an easy code fix!!   I hope this lack of response AND the excessive (over an hour wait) long hold times are not the new norm (decline) in TMobile service and support levels… If so, we know how this story ends.  Please fix this code problem!!!    

They know. THIS SERVICE IS NO AVAILABLE ANY MORE IN T MOBILE ….. so is time to switch. We pay for this service , then they make changes without any advice…/ no professional, they charge 300 $ a month for really bad service 

Did they tell you that this feature was going away? I saw rumors about it on Twitter, but when I called in, the CS rep assured me they're going to work on it, but there's timeline for repair

My usage data has not updated since the start of my new billing cycle on 1/24/23.

Coincidentally, I knew I would be traveling abroad and so I purchased an international data pass. Since it's based on a 15 GB cap, with option to renew anytime, obviously usage data becomes super important, especially if you're throttled from LTE speeds to 2G (or useless speeds).

At one point on my trip to Central America, this is what happened, and I had to work that day, and I could not. I called TMO tech support and was also told this was a technical issue they were working on. Promises to open a ticket and get back to me. That was over 2 ½ weeks ago, and it's still NOT fixed. Crickets.

I have since escalated this to their Executive Escalations Department and I even CC'd their CEO and CIO on the email. The revamped customer and technical support is a joke. I feel like employees are poorly trained, and reading from a script. You shouldn't know more about TMO than the TMO employee charged to take care of you. I have never given 0's straight across the board when asked for call feedback from TMO. I feel like I'm working with a completely different company. They went from A to F with the customer experience, in my opinion.

Lastly, even though I am officially liaised with an Executive Escalations Team Member, the issue has NOT been resolved, my usage data is not updating, haven’t been given the credits I was promised on the account, and after reading this thread, I feel like TMO is just not concerned in being a transparent and honest company. 
 

I am taking another trip abroad this weekend, and I don't feel safe in knowing that my TMO service will work without any hiccups. Will I need to spend another 5 hours on the phone with them, as I did during my vacation?

Unacceptable, unprofessional and a complete disservice to your customers, TMO. We do have other options, and people won't put up with this garage. For some of us, our phones are our livelihoods.

This is ridiculous. I have a child whose line I need to monitor and now they are taking that away. Time to find another carrier. They were good before they merged with Sprint and I am also having problems with people not receiving my texts and vise versa. Never had that problem in the past and now it's daily!

Guys the billing cycle is ending soon ,for some people it's in a few days , if you see the usage updated after the billing cycle than we will know for sure if they disabled this feature in real time . Please keep us updated ! 

partywithmyphone wrote:

ValeCT wrote:

Press2Esc wrote:

  I called in and put in trouble ticket 2 weeks ago and never heard back from anyone since.  Prior to Feb 1, 2023, this real time tracking feature of data, phone and text message usage detail is no longer working with either the mobile app or web access.   I use this info to verify billing of clients.  Obviously as all cellular companies offer metered (data) and quantity (calls, texts) data for billing and capacity purposes - this data is readily accessible & available @ T-Mobile and it has been working for YEARS.

   C'mon guys, this is an easy code fix!!   I hope this lack of response AND the excessive (over an hour wait) long hold times are not the new norm (decline) in TMobile service and support levels… If so, we know how this story ends.  Please fix this code problem!!!    

They know. THIS SERVICE IS NO AVAILABLE ANY MORE IN T MOBILE ….. so is time to switch. We pay for this service , then they make changes without any advice…/ no professional, they charge 300 $ a month for really bad service 

Did they tell you that this feature was going away? I saw rumors about it on Twitter, but when I called in, the CS rep assured me they're going to work on it, but there's timeline for repair

This service is not more available! After few calls to costumer service , aome

partywithmyphone wrote:

ValeCT wrote:

Press2Esc wrote:

  I called in and put in trouble ticket 2 weeks ago and never heard back from anyone since.  Prior to Feb 1, 2023, this real time tracking feature of data, phone and text message usage detail is no longer working with either the mobile app or web access.   I use this info to verify billing of clients.  Obviously as all cellular companies offer metered (data) and quantity (calls, texts) data for billing and capacity purposes - this data is readily accessible & available @ T-Mobile and it has been working for YEARS.

   C'mon guys, this is an easy code fix!!   I hope this lack of response AND the excessive (over an hour wait) long hold times are not the new norm (decline) in TMobile service and support levels… If so, we know how this story ends.  Please fix this code problem!!!    

They know. THIS SERVICE IS NO AVAILABLE ANY MORE IN T MOBILE ….. so is time to switch. We pay for this service , then they make changes without any advice…/ no professional, they charge 300 $ a month for really bad service 

Did they tell you that this feature was going away? I saw rumors about it on Twitter, but when I called in, the CS rep assured me they're going to work on it, but there's timeline for repair

After few calls ro the costumer service one honest person said “ yeah, I'm sorry this service is no more available in real time; you have to way  till you new cycle star “  …..

That’s really disappointing - many people use this feature to help protect vulnerable family members

Same issue. Detail usage not visible for current billing cycle - no updates since 1/24 for me.

Same issue, have called and live chatted w three different agents all to hear the same thing… maintenance updates. If this service is being changed to only produce details and update at the end of the billing cycle, my business is going elsewhere. I have kids lines I'm monitoring and there is no way I am waiting until the end of the month to see who/ when they are  sending/ receiving calls and texts! Absolutely unacceptable to not communicate this change in advance! 

Still not fixed

Hey there. I confirmed with our software teams that the usage details are NOT going away permanently. We are working towards figuring out what is causing them not to display and finding a fix. We appreciate your patience while we work through it. At this time, I am closing comments on this thread but the conversation is ongoing here: USAGE DETAILS NOT UPDATED | Comunidad de T-Mobile