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.
Versatile.dontplaywitme wrote:
9.13.2023
Still happening. Don't file a claim on your device if it's showing as the floor model and u have the better model. They will only send u back that one. The entire problem is fraudulent and it's on tmobile
willing to bet that if you check the phones info you’ll see that theyre in fact the same phone...the problem is the phone sent to you was never in TMOs system...so the info added to it would be the basic info until the owner (you) contact TMO and have the correct info edited in..THEN you can get it unlocked.
9.13.2023
Still happening. Don't file a claim on your device if it's showing as the floor model and u have the better model. They will only send u back that one. The entire problem is fraudulent and it's on tmobile
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.
Alas, its April 2022, and my new iPhone 13 pro max shows up as Green with correct IMEI, and unlock status same ol STATUS UNKOWN, the device is not on our system. It did show correct Silver color for first day after upgrade Lol
Yup, 2022 now and it is still a problem.
It is March 2022. Problem still exists. My new azul iPhone 13 shows up as rosa with the correct IMEI. But when I "Check device unlock status" it says “Status unknown” - “This device is not on our system.”
Until about 2-3 years ago, we were able to edit and modify/correct the phone ourselves through a link, but they apparently took that link away and we no longer can fix it ourselves. :( Wonderful step backward Tmobile.
STILL persists as of 0i/07/21.
Still a thing (8/6/2021). My Pixel 3a over a year ago was picked up just fine, even though it was an unlocked BYOD. My spouse's Galaxy A52 5G isn't registering at all, merely as phone first. What's fun though is that if I take the SAME IMEI from Tmo's website that they know about, and I put it into their own IMEI checker that you can use prior to using the device, that checker knows exactly what the device is. The database may be having issues checking itself from one of these pages.
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
