Forum Discussion
What does this "server error" message mean?
I'm trying to upgrade my phone, and I keep encountering the same error. I've run into it on both the phone app and the desktop site.
In my account, I click "upgrade". It lets me choose the model I want, the color/ memory size, and the payment options (so far, so good).
When I click the next "upgrade" button, it tells me to select which of family members is getting the device. Ok, cool. I select myself.
My new device requires an upgraded insurance policy. There's only 1 button: "Yes, protect my plan."
It's... weird that I can't opt out of this charge, but I planned to insure it anyway, so ok. I click the button.
And this is what I get. I've been trying to upgrade since last Friday, but this is what shows up every. single. time.
Is there a known issue with this functionality? Or is something amiss with my account?
And why am I forced to pay for the insurance? Shouldn't there be a "No thanks" button or something?
I filed the first ticket on 7/6. I filed the second on 7/10.
I gave up and just went into the store and they helped me upgrade for that lovely $20 fee I was trying to avoid. But oh hey, they did it wrong, which I found out after my new phone arrived. So now I have to mail back the new phone and then wait for *an identical phone* to arrive, because this is just a mess. Clearly nobody knows what's going on.
Apparently the server error meant "you can't do this, you have to go into the store." Maybe some front-end developers could spend a little time translating the error messages into something more user-friendly. Even the customer service rep on the phone didn't understand what it meant, and she assured me multiple times that my account was in order, and that nothing should prevent me from completing the task online.
But no. Everything was not in order.
I tried to do this jump upgrade 10 days ago. I *might* have a new phone by the end of the week. If I'm lucky.
Man I know this isn't really anyone's fault, but it suuuuucked. They couldn't even throw in rush shipping for me.
This is the error that is triggered in the browser when this happens:
{
"failureType": "Data Error",
"message": "Did not recieve expected value in response.statusCode",
"errorDetails": "Unexpected response from /apps/mytmobile/components/form/action/jumpDetails?action=getQuotequestions",
"stackTrace": "Error\n at modalInstance.uibModal.open.controller (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:120864:43)\n at Object.invoke (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:20074:20)\n at $controllerInit (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:26096:35)\n at resolveSuccess (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:58405:35)\n at processQueue (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:32287:38)\n at https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:32335:28\n at Scope.$digest (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:33472:16)\n at Scope.$apply (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:33860:25)\n at done (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:27732:48)\n at completeRequest (https://my.t-mobile.com/app.a9dc6baf1e5280d11413.js:27989:8)"
}This issue is not resolved for all.
I have the same error so far with no resolution and it seems like the agents were unable or unwilling to really acknowledge it.
I requested them to escalate the issue to their technical team and report the error they encountered trying to assist me and the error I was contacting them about initially.
Every agent [the two today ok] really tried to just gloss over the error message I reported and get me an upgrade until they encountered something similar on their ends as well.
I had to beg for them to tell me what their error message said and they gave me this:
Error de procesamiento
Please try again, if issue still exists, create a ticket with error message and workflow id details.
102, Unknown Error:[Error occurred in processing the CheckoutPackage -- ...etc]
My error said this:
Error del servidor
Lo sentimos, nuestros sistemas no están disponibles en este momento. Intenta más tarde.
Ir a la página anterior
Right now I am waiting for a call back regarding the error as I am hoping they have finally created a ticket to resolve this issue like they should have upon their initial encounter of the error message on their screen.
I'm upset by the lack of initiative on the part of the representatives. Two different reps received this message today and it took me asking for a supervisor to even get to see their end error message.
The first rep felt the need to tell me it was their birthday today. Why would I need to know that? I told them they seemed distracted and should have called out today and waited a bit then sought help from another.
This second rep also failed to initiate the ticket, it was their supervisor that stepped in after I begged for their error message and insisted the error might be on their end. And instead of telling me to wait, how about they escalate the issue as they are being instructed on their end?
So frustrating and such a headache to get them to admit they have to take the next step for resolution.
