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"The IMEI number is not recognized. Please try again"
Phone is paid off and originally purchased through TMobile. Originally went into store to upgrade and was told there was an error with the system but I would be able to go home and complete the process there and pick up the phone next day. Go home and am not able to complete the upgrade. Call support and after an hour of back and forth get told to wait 24 hours for changes to my account to be reflected. 24 hours later there is no difference in the account, call support again and once again after going back and forth am told to wait another 24 hours. Once again the 24 hours passed and it is still returning 'The IMEI number is not recognized. Please try again'. so I call support again who assures me within 24 hours the problem would be solved and I had to request a follow up call. It is yet again over 24 hours later and I am still not able to upgrade my phone. When I use the TMobile IMEI check online it returns no errors and prompts me to get a physical sim or continue with eSim. The installment plan says "Completed", there are no active equipment payment plans and the phone is missing from the completed tab. When I select check device status, it tells me "It must be paid in full". If I click 'Pay off this device - opens in a new tab', it brings me to the 'Equipment Installment Plans & Leases' page where again it shows no active payment plans and no completed plan for the phone. Again the phone is fully paid off, was done in store where I received no receipt. Support at one point also input my email incorrectly which forced me into another 24 hours of waiting. The local store has not been helpful, phone support when understandable has done nothing to fix the problem, how am I even supposed to take my phone elsewhere when TMobile is saying the phone is paid off but is still requesting the phone be paid off. This is beyond infuriating.
SkylerDG
Visitor
4 hours ago
46Views
0likes
2Comments
dewddd
https://www.goodreads.com/quotes/12718761
jhonnyhyywe
Visitor
7 hours ago
22Views
0likes
0Comments
deweew
https://www.goodreads.com/quotes/12717726
jhonnyhyywe
Visitor
7 hours ago
8Views
0likes
0Comments
T-Mobile Ignoring My Repeated Requests for Billing History (Aug 2022 – June 2023)
T-Mobile Ignoring My Repeated Requests for Billing History (Aug 2022 – June 2023) Hello T-Mobile Community, I am writing this post out of growing frustration and disappointment with how T-Mobile has handled my simple and legitimate request for billing records. Here’s what has happened: January 2025: I first contacted T-Mobile and formally requested a copy of my billing statements from August 2022 to June 2023. Over the past three months, I have sent multiple reminders via customer support calls and chats, reiterating the same request. In good faith, I even paid $65 to T-Mobile (They charged me to provide billing $5 each month) to cover any potential costs or processing fees associated with retrieving these records. Yet, to this day, I have received nothing. Not a single bill, and not even an update on my request. I only receive vague promises from representatives saying, “We’ve escalated it” or “You’ll get it soon.” As a paying customer, I find this level of service unacceptable and unprofessional. Accessing one’s billing history is a basic right—not a favor. I need these records for my financial documentation and auditing, and it is incredibly frustrating that after three months of countless follow-ups and even payment, T-Mobile still has not delivered. What do I want? 1. Immediate access to my billing statements from August 2022 through June 2023. 2. An explanation for why I have been ignored for months despite my payment and persistence. I believe T-Mobile owes its customers transparency and accountability, and this kind of behavior severely erodes trust. If anyone in this community has dealt with a similar issue, I would appreciate your input or advice on how you resolved it. And if a T-Mobile representative is reading this, please take this seriously and escalate it to someone who can actually make things right. Customer service should not require public shaming to get a response. Let’s see if this post garners more action than months of polite follow-ups. Sincerely, A Frustrated and Still-Waiting Customer
9293722444
Visitor
8 hours ago
55Views
0likes
2Comments
aassa
https://www.goodreads.com/quotes/12718380
jhonnyhyywe
Visitor
8 hours ago
14Views
0likes
0Comments
Prepaid Plans dislike iPhone SE 2nd Gen?
No issues checking my iPhone 15 Pro Max's IMIE number when preparing to buy a prepaid plan from the T-Mobile website, and eSIM is allowed on my iPhone too; but when I try the same for my wife's 2nd Gen iPhone SE's IMIE, the website says the following: Your device is partially compatible with the T-Mobile network—you can still use this device on the T-Mobile network, but it's functionality may be limited. Select your SIM card: • Physical SIM Card — The Physical SIM kit allows you to connect any device to the T-Mobile network • Use my T-Mobile SIM card — Already have a physical T-Mobile SIM card you want to use? PROBLEM: There is no option for eSIM! But why? My wife's iPhone supports eSIM, so the above makes no sense. My wife and I live in Japan and will be traveling to California soon, and I want to get a mobile plan for the two of us, using eSIM so I don't need to visit a T-Mobile store and deal with physical SIM cards. What's the solution to this problem? Thank you.
JDW0
Visitor
8 hours ago
22Views
0likes
1Comment
Dumb questions about M2000 hotspot and unlocking
I currently have phones on TMo plans but no mobile hotspot data plans. I recently bought a used M2000 hotspot that was advertised as unlocked (and has a TMo SIM installed). How do I check whether the M2000 is indeed unlocked? I installed a prepaid data SIM from Talksim and get "Invalid SIM". Does this mean the device is still locked? Is there a way to get TMo to unlock without getting on one of their plans? I just want to use this for international travel and don't need to use it at home in the US. I can't seem to access my.mifi (192.168.1.1) when connected via USB to my PC (likely because my router owns that address). Do I need an active data SIM on the M2000 to get to the admin page? Sorry for these newbie questions.
phamster
Visitor
12 hours ago
42Views
0likes
2Comments
Price increase
I've been a customer of T-Mobile for over 20 years. I am part of a plan that is grandfathered in. My invoice with multiple lines was typically $205. I purchased several phone devices and committed to a monthly payment plan for each device. This placed me in a monthly rate of roughly $365. I did my very best to pay off every device that had a monthly device plan. In November of 2024 I paid off every device and my monthly play went back to the original of $205. In March 2025 (this month) I received my new invoice of roughly $300 and in addition to that I received a text message that stated ALL T-Mobile plans will now have an increase of $5 per line per month increase. That is a total of $325 plus taxes per month. Somehow someway T-Mobile found a way to increase my monthly plan from the original $205 back to $300+ even while owning all of my devices now. I have multiple conversations with representatives and supervisors inquiring about my rates etc and their excuses range from 'I was receiving a discount while I had my phone devices on a payment plan' and when I paid the devices off...the discount went away. WRONG! My plan was always $205 BEFORE I purchased devices through tmobile and agreed to break down the payments. Then a supervisor named Mark said the text I received regarding the $5 per month per phone line does not apply to me because I am locked in a plan that is grandfathered in. Mark, the supervisor I had my last conversation with on March 13th, 2025 says he will confirm via phone call on Saturday March 15th that my plan will revert to $205 as before and he can assure me the new $5 per month per line does not apply to me. On Saturday March 15th 2025 I received a phone call from Mark and said 'he will not be reverting the plan as discussed' and disconnected the call immediately. He did not allow me to speak. It was an immediate disconnection. My concern is...T-Mobile claims all phone calls are recorded, why or how are the representatives or supervisors able to speak to customers in this false manner? My concern is....how is T-Mobile able to find screw anybody out of their ORIGINAL phone payment agreement once we've dabbled into the agreement of paying for the devices monthly. HUGE MISTAKE. HUGE. I will never ever ever again purchase my phones through T-Mobile EVER AGAIN. I am disgusted at their service. I hope the CEO reads and listens to this post and finds my text messages and calls that were recorded so he can see the representatives that represent the company are a disgrace.
Micha
Newbie Caller
13 hours ago
709Views
3likes
3Comments
Free Phone - Not Free?
A couple of years ago I took advantage of a "Free Phone" upgrade for my mother-in-law. Little did I know they were going to charge me for it. When I asked at a local location, they told me there have not been "free" phones in years (which I know is not true). When they checked my plan, they said I would never get one free due to being in a grandfathered unlimited plan (the equivalent of Magenta). I was told not to bother calling customer support because they "don't help and just tell you to talk to us since we're local". Anyone else in this boat? Anyone know how I can talk with someone not just calling the main number and getting nowhere? All assistance greatly appreciated!
jberlo
Visitor
13 hours ago
67Views
0likes
1Comment
Problema de facturación
Hi everyone, I just found out that T-Mobile has been charging me for two lines I never authorized or used for the past 14 months, totaling $187.60. These were added without my knowledge at a T-Mobile store in Brooklyn in March 2024. Customer service only offered me $100 back, saying they can’t refund more than 3 months. That still leaves me short $87.60, and I don't think that's fair since I never agreed to these charges. I’ve asked for the lines to be removed and a full refund, but I’m still waiting for a proper resolution. If it doesn’t get resolved soon, I plan to report this to the FCC and BBB. Has anyone here dealt with something similar or had luck getting through to T-Mobile Executive Relations? Thanks, Ilyes
Ilyes25saoudi
Visitor
13 hours ago
32Views
0likes
1Comment

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Call support and after an hour of back and forth get told to wait 24 hours for changes to my account to be reflected. 24 hours later there is no difference in the account, call support again and once again after going back and forth am told to wait another 24 hours. Once again the 24 hours passed and it is still returning 'The IMEI number is not recognized. Please try again'. so I call support again who assures me within 24 hours the problem would be solved and I had to request a follow up call. It is yet again over 24 hours later and I am still not able to upgrade my phone. When I use the TMobile IMEI check online it returns no errors and prompts me to get a physical sim or continue with eSim. The installment plan says \"Completed\", there are no active equipment payment plans and the phone is missing from the completed tab. When I select check device status, it tells me \"It must be paid in full\". 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","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"1875","kudosSumWeight":0,"repliesCount":2,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:191113":{"__typename":"Conversation","id":"conversation:191113","topic":{"__typename":"ForumTopicMessage","uid":191113},"lastPostingActivityTime":"2025-04-11T02:47:34.657-07:00","solved":false},"Forum:board:coverage-signal":{"__typename":"Forum","id":"board:coverage-signal","displayId":"coverage-signal","nodeType":"board","conversationStyle":"FORUM","title":"Coverage 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https://www.goodreads.com/quotes/12718761 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https://www.goodreads.com/quotes/12717726 ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"43","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:191095":{"__typename":"Conversation","id":"conversation:191095","topic":{"__typename":"ForumTopicMessage","uid":191095},"lastPostingActivityTime":"2025-04-11T01:14:56.224-07:00","solved":false},"Forum:board:accounts-services":{"__typename":"Forum","id":"board:accounts-services","displayId":"accounts-services","nodeType":"board","conversationStyle":"FORUM","title":"Accounts & Services","shortTitle":"Accounts & Services","parent":{"__ref":"Category:category:postpaid"}},"User:user:213347":{"__typename":"User","uid":213347,"login":"9293722444","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Visitor","color":null,"rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-8.svg"},"id":"user:213347"},"ForumTopicMessage:message:191095":{"__typename":"ForumTopicMessage","subject":"T-Mobile Ignoring My Repeated Requests for Billing History (Aug 2022 – June 2023)","conversation":{"__ref":"Conversation:conversation:191095"},"id":"message:191095","revisionNum":1,"uid":191095,"depth":0,"board":{"__ref":"Forum:board:accounts-services"},"author":{"__ref":"User:user:213347"},"metrics":{"__typename":"MessageMetrics","views":55},"postTime":"2025-04-10T20:26:04.428-07:00","lastPublishTime":"2025-04-10T20:26:04.428-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" T-Mobile Ignoring My Repeated Requests for Billing History (Aug 2022 – June 2023) Hello T-Mobile Community, I am writing this post out of growing frustration and disappointment with how T-Mobile has handled my simple and legitimate request for billing records. Here’s what has happened: January 2025: I first contacted T-Mobile and formally requested a copy of my billing statements from August 2022 to June 2023. Over the past three months, I have sent multiple reminders via customer support calls and chats, reiterating the same request. In good faith, I even paid $65 to T-Mobile (They charged me to provide billing $5 each month) to cover any potential costs or processing fees associated with retrieving these records. Yet, to this day, I have received nothing. Not a single bill, and not even an update on my request. I only receive vague promises from representatives saying, “We’ve escalated it” or “You’ll get it soon.” As a paying customer, I find this level of service unacceptable and unprofessional. Accessing one’s billing history is a basic right—not a favor. I need these records for my financial documentation and auditing, and it is incredibly frustrating that after three months of countless follow-ups and even payment, T-Mobile still has not delivered. What do I want? 1. Immediate access to my billing statements from August 2022 through June 2023. 2. An explanation for why I have been ignored for months despite my payment and persistence. I believe T-Mobile owes its customers transparency and accountability, and this kind of behavior severely erodes trust. If anyone in this community has dealt with a similar issue, I would appreciate your input or advice on how you resolved it. And if a T-Mobile representative is reading this, please take this seriously and escalate it to someone who can actually make things right. Customer service should not require public shaming to get a response. Let’s see if this post garners more action than months of polite follow-ups. Sincerely, A Frustrated and Still-Waiting Customer ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"2079","kudosSumWeight":0,"repliesCount":2,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:191105":{"__typename":"Conversation","id":"conversation:191105","topic":{"__typename":"ForumTopicMessage","uid":191105},"lastPostingActivityTime":"2025-04-11T01:06:19.007-07:00","solved":false},"ForumTopicMessage:message:191105":{"__typename":"ForumTopicMessage","subject":"aassa","conversation":{"__ref":"Conversation:conversation:191105"},"id":"message:191105","revisionNum":1,"uid":191105,"depth":0,"board":{"__ref":"Forum:board:coverage-signal"},"author":{"__ref":"User:user:213378"},"metrics":{"__typename":"MessageMetrics","views":14},"postTime":"2025-04-11T01:06:19.007-07:00","lastPublishTime":"2025-04-11T01:06:19.007-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" https://www.goodreads.com/quotes/12718380 ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"43","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:191100":{"__typename":"Conversation","id":"conversation:191100","topic":{"__typename":"ForumTopicMessage","uid":191100},"lastPostingActivityTime":"2025-04-11T01:00:47.621-07:00","solved":false},"Forum:board:apple":{"__typename":"Forum","id":"board:apple","displayId":"apple","nodeType":"board","conversationStyle":"FORUM","title":"Apple","shortTitle":"Apple","parent":{"__ref":"Category:category:devices"}},"User:user:213364":{"__typename":"User","uid":213364,"login":"JDW0","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Visitor","color":null,"rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-10.svg"},"id":"user:213364"},"ForumTopicMessage:message:191100":{"__typename":"ForumTopicMessage","subject":"Prepaid Plans dislike iPhone SE 2nd Gen?","conversation":{"__ref":"Conversation:conversation:191100"},"id":"message:191100","revisionNum":1,"uid":191100,"depth":0,"board":{"__ref":"Forum:board:apple"},"author":{"__ref":"User:user:213364"},"metrics":{"__typename":"MessageMetrics","views":22},"postTime":"2025-04-10T22:53:50.998-07:00","lastPublishTime":"2025-04-10T22:53:50.998-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" No issues checking my iPhone 15 Pro Max's IMIE number when preparing to buy a prepaid plan from the T-Mobile website, and eSIM is allowed on my iPhone too; but when I try the same for my wife's 2nd Gen iPhone SE's IMIE, the website says the following: Your device is partially compatible with the T-Mobile network—you can still use this device on the T-Mobile network, but it's functionality may be limited. Select your SIM card: • Physical SIM Card — The Physical SIM kit allows you to connect any device to the T-Mobile network • Use my T-Mobile SIM card — Already have a physical T-Mobile SIM card you want to use? PROBLEM: There is no option for eSIM! But why? My wife's iPhone supports eSIM, so the above makes no sense. My wife and I live in Japan and will be traveling to California soon, and I want to get a mobile plan for the two of us, using eSIM so I don't need to visit a T-Mobile store and deal with physical SIM cards. What's the solution to this problem? Thank you. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"1004","kudosSumWeight":0,"repliesCount":1,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:191090":{"__typename":"Conversation","id":"conversation:191090","topic":{"__typename":"ForumTopicMessage","uid":191090},"lastPostingActivityTime":"2025-04-10T21:06:36.383-07:00","solved":false},"Forum:board:device-unlock":{"__typename":"Forum","id":"board:device-unlock","displayId":"device-unlock","nodeType":"board","conversationStyle":"FORUM","title":"Desbloqueo del dispositivo","shortTitle":"Desbloqueo del dispositivo","parent":{"__ref":"Category:category:devices"}},"User:user:213310":{"__typename":"User","uid":213310,"login":"phamster","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Visitor","color":null,"rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-6.svg"},"id":"user:213310"},"ForumTopicMessage:message:191090":{"__typename":"ForumTopicMessage","subject":"Dumb questions about M2000 hotspot and unlocking","conversation":{"__ref":"Conversation:conversation:191090"},"id":"message:191090","revisionNum":1,"uid":191090,"depth":0,"board":{"__ref":"Forum:board:device-unlock"},"author":{"__ref":"User:user:213310"},"metrics":{"__typename":"MessageMetrics","views":42},"postTime":"2025-04-10T18:07:09.536-07:00","lastPublishTime":"2025-04-10T18:07:09.536-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I currently have phones on TMo plans but no mobile hotspot data plans. I recently bought a used M2000 hotspot that was advertised as unlocked (and has a TMo SIM installed). How do I check whether the M2000 is indeed unlocked? I installed a prepaid data SIM from Talksim and get \"Invalid SIM\". Does this mean the device is still locked? Is there a way to get TMo to unlock without getting on one of their plans? I just want to use this for international travel and don't need to use it at home in the US. I can't seem to access my.mifi (192.168.1.1) when connected via USB to my PC (likely because my router owns that address). Do I need an active data SIM on the M2000 to get to the admin page? Sorry for these newbie questions. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"742","kudosSumWeight":0,"repliesCount":2,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:188604":{"__typename":"Conversation","id":"conversation:188604","topic":{"__typename":"ForumTopicMessage","uid":188604},"lastPostingActivityTime":"2025-04-10T20:24:56.723-07:00","solved":false},"User:user:209468":{"__typename":"User","uid":209468,"login":"Micha","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Newbie Caller","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-6.svg"},"id":"user:209468"},"ForumTopicMessage:message:188604":{"__typename":"ForumTopicMessage","subject":"Price increase","conversation":{"__ref":"Conversation:conversation:188604"},"id":"message:188604","revisionNum":1,"uid":188604,"depth":0,"board":{"__ref":"Forum:board:accounts-services"},"author":{"__ref":"User:user:209468"},"metrics":{"__typename":"MessageMetrics","views":709},"postTime":"2025-03-26T14:08:09.576-07:00","lastPublishTime":"2025-03-26T14:08:09.576-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I've been a customer of T-Mobile for over 20 years. I am part of a plan that is grandfathered in. My invoice with multiple lines was typically $205. I purchased several phone devices and committed to a monthly payment plan for each device. This placed me in a monthly rate of roughly $365. I did my very best to pay off every device that had a monthly device plan. In November of 2024 I paid off every device and my monthly play went back to the original of $205. In March 2025 (this month) I received my new invoice of roughly $300 and in addition to that I received a text message that stated ALL T-Mobile plans will now have an increase of $5 per line per month increase. That is a total of $325 plus taxes per month. Somehow someway T-Mobile found a way to increase my monthly plan from the original $205 back to $300+ even while owning all of my devices now. I have multiple conversations with representatives and supervisors inquiring about my rates etc and their excuses range from 'I was receiving a discount while I had my phone devices on a payment plan' and when I paid the devices off...the discount went away. WRONG! My plan was always $205 BEFORE I purchased devices through tmobile and agreed to break down the payments. Then a supervisor named Mark said the text I received regarding the $5 per month per phone line does not apply to me because I am locked in a plan that is grandfathered in. Mark, the supervisor I had my last conversation with on March 13th, 2025 says he will confirm via phone call on Saturday March 15th that my plan will revert to $205 as before and he can assure me the new $5 per month per line does not apply to me. On Saturday March 15th 2025 I received a phone call from Mark and said 'he will not be reverting the plan as discussed' and disconnected the call immediately. He did not allow me to speak. It was an immediate disconnection. My concern is...T-Mobile claims all phone calls are recorded, why or how are the representatives or supervisors able to speak to customers in this false manner? My concern is....how is T-Mobile able to find screw anybody out of their ORIGINAL phone payment agreement once we've dabbled into the agreement of paying for the devices monthly. HUGE MISTAKE. HUGE. I will never ever ever again purchase my phones through T-Mobile EVER AGAIN. I am disgusted at their service. I hope the CEO reads and listens to this post and finds my text messages and calls that were recorded so he can see the representatives that represent the company are a disgrace. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"2558","kudosSumWeight":3,"repliesCount":3,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:191080":{"__typename":"Conversation","id":"conversation:191080","topic":{"__typename":"ForumTopicMessage","uid":191080},"lastPostingActivityTime":"2025-04-10T20:03:36.929-07:00","solved":false},"User:user:213214":{"__typename":"User","uid":213214,"login":"jberlo","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Visitor","color":null,"rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-5.svg"},"id":"user:213214"},"ForumTopicMessage:message:191080":{"__typename":"ForumTopicMessage","subject":"Free Phone - Not Free?","conversation":{"__ref":"Conversation:conversation:191080"},"id":"message:191080","revisionNum":1,"uid":191080,"depth":0,"board":{"__ref":"Forum:board:android"},"author":{"__ref":"User:user:213214"},"metrics":{"__typename":"MessageMetrics","views":67},"postTime":"2025-04-10T10:23:15.556-07:00","lastPublishTime":"2025-04-10T10:23:15.556-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" A couple of years ago I took advantage of a \"Free Phone\" upgrade for my mother-in-law. Little did I know they were going to charge me for it. When I asked at a local location, they told me there have not been \"free\" phones in years (which I know is not true). When they checked my plan, they said I would never get one free due to being in a grandfathered unlimited plan (the equivalent of Magenta). I was told not to bother calling customer support because they \"don't help and just tell you to talk to us since we're local\". Anyone else in this boat? Anyone know how I can talk with someone not just calling the main number and getting nowhere? All assistance greatly appreciated! ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"685","kudosSumWeight":0,"repliesCount":1,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:191091":{"__typename":"Conversation","id":"conversation:191091","topic":{"__typename":"ForumTopicMessage","uid":191091},"lastPostingActivityTime":"2025-04-10T20:00:16.838-07:00","solved":false},"Forum:board:billing":{"__typename":"Forum","id":"board:billing","displayId":"billing","nodeType":"board","conversationStyle":"FORUM","title":"Facturación","shortTitle":"Facturación","parent":{"__ref":"Category:category:prepaid"}},"User:user:213316":{"__typename":"User","uid":213316,"login":"Ilyes25saoudi","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Visitor","color":null,"rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-3.svg"},"id":"user:213316"},"ForumTopicMessage:message:191091":{"__typename":"ForumTopicMessage","subject":"Problema de facturación","conversation":{"__ref":"Conversation:conversation:191091"},"id":"message:191091","revisionNum":1,"uid":191091,"depth":0,"board":{"__ref":"Forum:board:billing"},"author":{"__ref":"User:user:213316"},"metrics":{"__typename":"MessageMetrics","views":32},"postTime":"2025-04-10T18:41:25.172-07:00","lastPublishTime":"2025-04-10T18:41:25.172-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" Hi everyone, I just found out that T-Mobile has been charging me for two lines I never authorized or used for the past 14 months, totaling $187.60. These were added without my knowledge at a T-Mobile store in Brooklyn in March 2024. Customer service only offered me $100 back, saying they can’t refund more than 3 months. That still leaves me short $87.60, and I don't think that's fair since I never agreed to these charges. I’ve asked for the lines to be removed and a full refund, but I’m still waiting for a proper resolution. If it doesn’t get resolved soon, I plan to report this to the FCC and BBB. Has anyone here dealt with something similar or had luck getting through to T-Mobile Executive Relations? 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