Wrong phone description

First, congratulations on geting one on day 1 :)  Im totally jealous after my T-Mobile order debacle.

With that out of my system - this is pretty common for third party purchased phones.  As long as the IEMI/listing information in the system is correct, this should work out no problem.  The reason for this is that they don't have the 256 listed in their offers so they don't have a corresponding listing for what you ACTUALLY have.

Just like if I went to ATT there are T-Mobile exclusive combinations of the S20FE that samsung did with the carriers that ATT would list it as something else or even not do a trade in at all because they wouldnt have a listing for it.

I’d wait a little bit and then go back and have them correct it in a month or two after the dust has settled from this launch.

Thanks for input. 

I bought unlocked through Google store. I had Sprint, but when I went to activate my phone, I was told I would need to migrate to T-Mobile because the phone won't work on Sprint network (odd, since Sprint sells the phone?)

Not a great experience, after 20 years+ with Sprint, I lost premium plan (would have been $15 more per month for TMO equivalent), have a lesser plan now that I still pay $7/month more for, lost my Hulu access. I guess they were right, less competition is going to cost the customers in the end. 

I have the EXACT same problem The T-Mobile app show on its display that I am using a Samsung Galaxy S7 Edge 32GB phone but in actuality I am using a Motorola 5G Edge 256GB phone. I have been complaining about to T-Mobile for well over a year. Ai have sent and shown T-Mobile screenshots of there error. They always say the will correct the error with 48 hours but it hasn't been done. So f*-cking frustrating because I have to go there the same sh!t explaining their error every single time I contact them to complain. FRUSTRATING AS Füçk!!!!

Why if the phone is not bought from T-Mobile is the description off IF on T-Mobile's and whenever I call in it shows them exactly which phone I am using? Obviously they have the technology to know which phone it is they just don't share it with their customers! And I bought the phone directly from Motorola not another cellular company.

I think there's a possibility you might be hurting my phone. Because I haven't noticed much difference between 4G and 5G. It says on my account that I have a Samsung 7 Edge which is not a 5G phone. And it has an icon to upgrade to a 5g phone. Even though my Motorola Edge is a 5G phone. 

contact them through either Facebook or Twitter and they can go in and change what is needed. only thing you’ll run into really is trying to get it unlocked. if the info doesnt match then it cant happen until it does.

if they removed the ability to do this on your own then theres probably a reason.

you’ll usually run into the incorrect device info when you purchase the device from some place other than TMO or if its a warranty exchange.

Same issue here. Have a 256gb snow pixel 7 it calls it a obsidian 128gb in the app, the web calls it a iphone 7. My other unlocked phone is a s20 fe navy blue 128gb, app calls it a s20 cosmic gray 128gb. Been fighting them for a month. App claims pixel is locked but it was bought unlocked at best buy. Both were bought when with sprint, now using TMobile sim and plan. I'm about ready to look elsewhere, their app is such junk

Still would be nice for my devices to read properly. The sim in it is from TMobile. The device unlock app claims unlocked, the main TMobile app calls a pixel 7 a locked iphone. My 3rd line is a a32 with 1 monthly credit left and it displays properly. My 2nd line displays the wrong phone but shows correctly as unlocked and it went from a sprint sim to T-Mobile sim the same way

Have been dealing with this for a month, same issues still exist. my google pixel 7 snow 256gb shows under account as a obsidian 128gb, then if i click check device unlock, it then says i have a iphone 7 with my correct imei that is locked, when the phone was bought unlocked and their unlock dept even verified it is not locked by anyone. my 2nd line is a galaxy s20 fe navy blue, but the account section on the app calls it a s20 cosmic grey 128gb. at least when i check unlock on it it shows unlocked correctly. it was bought the same way as my pixel. all i constantly get told is a ticket was opened to give it a week, but nothing ever changes. i am almost to the point of looking for a new carrier if this is how their customer support is going to be.

gramps28 wrote:

It was the same way when I bought from Google a Pixel 5a5G. It showed as a Pixel 4a but it's not a big deal to me. It doesn't hinder the phones performance.

...it is a big deal when you need to file an insurance claim. They say your actual phone isn't covered and try to replace it with a less than phone that shows up on your account. All these comments have people saying the basic floor model is showing up on their account. That's BS.