Forum Discussion
Wrong/unknown device in My.T-Mobile.com
When I log into My T-Mobile (from various desktop browsers like Firefox, Chrome, or Safari), it never remembers my device.
- The home page says I have an "Unknown Device"
- The Phone tab says I have an iPhone 6s, which is incorrect.
- When I click "Not your device?" link and select the correct iPhone model/color/capacity, I see a "Confirm" popup ("Are you sure you want to update the phone for [my name] to [my model]?").
- I click "YES" and briefly see a pink spinner, but the update doesn't take effect! 😮
This is not a super serious problem, and I'm admittedly a bit OCD, but it just bugs me that the website (phone thumbnail graphic) is still wrong every time I log in.😕
The funny thing is that my wife's device (secondary line on the same account) displays just fine. And she's had the same model as me.
¡Hola, @magenta9998592​!
This has happened to me a few times since I've had T-Mobile service (5+ years). It does drive me a little nuts because I usually attempt to change it 4 or 5 times before I get fed up with it and give up for the time being. With that said, I do see that our engineers are aware of this happening, but don't have an estimated time of when it'll be updated.
Yup, 2022 now and it is still a problem.
Happened to me as well. Wrong phone description for line. It didn't bother me until I chose to do an upgrade to a new phone and used the old phone with the wrong description as a trade in. When it was received by the trade-in partner they stated that what they received didn't match the trade-in description and they docked $40 in trade-in value.
If you’re phone description is incorrect beware if you use it as a trade it in. They may not even accept it depending on the error in description.
¡Hola, @magenta9998592​!
This has happened to me a few times since I've had T-Mobile service (5+ years). It does drive me a little nuts because I usually attempt to change it 4 or 5 times before I get fed up with it and give up for the time being. With that said, I do see that our engineers are aware of this happening, but don't have an estimated time of when it'll be updated.
Great, thanks @tmo_amanda! It's good to know I'm not the only one, and engineers are aware of the issue. It's not a biggie, but hopefully someday it can be addressed.
Hope I might be able to provide some info to aid in finding a solution, it happened to me after a very specific moment. Once my device crossed over exactly 40 days on the network for unlock eligibility, my account started showing 'Unknown Device' and I am unable to find the 'Unlock Device' action. Ever since purchase and up until the 40 day mark, it was displaying correctly.
My OnePlus 8T 5G (Unlocked version) says Phone-first Unknown Device but has the IMEI # listed had a rep say it would take 48-72 hours to update because she added the IMEI to my account nothing has changed 72 hours was at 3ish Pm which was 7-8 hours ago
Like so many "little" issues/problems, this never seems to get fixed. Same happened to me several years ago and somehow I managed to get the correct model of my phone listed. Now site is again showing incorrect model. It is a little thing. Its sort of when I fly and the seat is broken or all the features do not work. If the little things are not being looked after I have to wonder about the big important things. Details matter. But apparently not to t-mobile "engineers."
March 2021 still the same nothing done, t-mobile only cares about customers paying bills not fixing issues and keeping promises. and if you don't pay they don't have an issue cutting your services off no hesitation
I have the same issue. Got new phones. Swapped SIM's. Phones work fine. But in account show up as unknown. The IEMI numbers are correct. I talked to a representative and was told it would be taken care of. She said to wait a couple hours for it to take affect. It's been 3 days and hasn't taken affect. As long as it doesn't affect the phone operation I don't suppose it's any big deal.
its because it wasnt sold by TMO..if it was brought in as a Bring Your Own Device (BYOD) it wont show any info on it because the phones info is not in their system...if it was purchased from TMO then it’ll show the info
