Forum Discussion
2G free phone replacement
Hi, my family uses two 2G phones on the Gold Rewards legacy pay as you go plan. I saw the various posts that T-Mobile is shutting down its 2G network in April and also the announcement on the T-Mobile site here (https://www.t-mobile.com/support/coverage/2g-retirement). Are we eligible for the free phone replacement even though we are using a legacy prepaid plan? We have been to several T-Mobile stores, but have been told that they cannot help us. We've also tried customer service, but they have also been unable to help us. Thank you for any information you can provide.
Thank you for the follow-up question. I printed out the information from the T-Mobile website (https://www.t-mobile.com/support/coverage/2g-retirement) and took it to the T-Mobile stores (three different company stores). The employees in each store were unfamiliar with this T-Mobile website page. When they researched this issue on the T-Mobile employee intranet on their handheld tablets, I was informed that T-Mobile should have contacted us by mail or text message. One of our two 2G phones did receive a text message advising us that T-Mobile is ending its 2G network. However, when I showed the text message to the store associate, I was informed that it is not the "correct" text message for this offer. Apparently, there are different text messages sent to different customers. I have also tried calling the T-Mobile 1-800 customer service number a few times, but they informed me that I need to go to a T-Mobile store for assistance. Both of our 2G phones are T-Mobile branded phones that have always been on the T-Mobile network. We have been the only owners of these two phones, so I am not sure why T-Mobile would not have a record of this. With the T-Mobile stores unable to help and customer service call center sending us back to the T-Mobile stores for assistance, I am not sure what the next step is.
did they say why they were unable to help you? was something additional needed or what?
Thank you for sharing the link, I appreciate you taking the time to respond. After reviewing this link, I see that for the 3G retirement last year, you had to log into your T-Mobile account to see the offers. Is that the same process for the 2G shutdown?
I was looking on the T-Mobile website and saw the information at the following link: https://www.t-mobile.com/support/coverage/2g-retirement I then went to a few different T-Mobile stores (I found the company store listings on the T-Mobile website, not the third-party stores) with the print-out of this link, but every store told me that they are unable to help us. At this point, we are unsure of what we need to do prior to the 2G shutdown.
https://www.t-mobile.com/customers/umts-retirement-notice
this might be the one you need? this one is for the 3G shut down..so not sure if it might be different or not.
