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Unable to Set Primary Account Holder
I switched to T-Mobile last year in November. I bought my phone outright and ported my number over. I have discounts available through my employer but had to wait 120 days before I could convert my account. Also had to wait to set up DIGITS so I could use cellular on my Apple Watch. No big deal. Maybe a month or a month and a half ago, I was finally able to set up the cellular feature for my watch and then I converted consumer account to an ANR (Dealer Account). When it converted I got a notification saying there is no assigned primary account holder. Mind you, I'm the only user in the account. I contacted support. They couldn't seem to understand my issue and it wasn't resolved. A few minutes after I ended that call. Another rep called and tried to assist me. They were able to verify I am the primary account holder. The notification went away after signed out, deleted the T-Mobile app, re-downloaded it and signed it. Fantastic. That was a week or two ago. Today, I was trying to price adding a cellular iPad to my plan. For starters, any time I want to buy a device it prompts me to call customer service. What is this, QVC in 2002? No. I'd like to buy a device online and pay whatever I have to pay and have it shipped to my home or pick it up in store. Besides, calling and ordering something comes with a $30 Service fee. When I tried to activate cellular service on my watch the first time they told me it would cost $50. I waited and got three months free. Anyway. I discovered a different web portal, manage.my.t-mobile.com. You can make changes to your account and ship through there as well. Well, when I try to shop, the first thing I see is "only primary account holders can add a line". Mind you, again, I'm the only person on this plan. On the normal site if you go to *Profile->Line Settings-> Permissions* you can select your primary account holder. But for me, that's not option. I can only assume it's because IM THE ONLY PERSON ON MY PLAN. i kept asking the support rep I spoke with if the issue has anything to do with the fact that I have a special dealer account. She neither confirmed or denied that. She passed me on to a technical support rep who submitted a ticket to engineering who I know I'll never hear from. And I get it. These people helping you over the phone aren't really trained to solve the issue. They just read a script. I work at Apple. I deal with the poor expectations they set with customers every day. What I think it boils down to, is T-Mobile needs to address their app and website. They are both terrible. Especially the app. You can't do anything besides pay your bill honestly. If you want to add a line it prompts you to call customer support. If I do it on a computer, I'm not a primary account holder. Every time I log in, it resets the type of phone I have. I have a 128GB iPhone XR. Sometimes it says black. Sometimes it says blue. Sometimes it says white. So anyway, I'm gonna log in to Dealer account portal when I get to work tomorrow to see if there's something I need to do there in order to add lines to my account and verify I'm the primary account holder. On the phone they said everything looks fine on their end. So I don't know what's real anymore. So sorry for the long schpeel. But I'm trying to be as descriptive as possible. Has anyone else ever had this issue?
Solved
aagenor15
Hace 2 años Place Accounts & Services
7.7KViews
0likes
10Comentarios
Impossible to activate new prepaid MI line on website, control disabled
Dear T-Mobile and Community: I'm running across a problem trying to activate a new prepaid MI line on a new account. It appears that a required website control is disabled in the website's coding. These steps have successfully duplicated the problem on five different browsers, including Windows/Edge, Windows/Firefox, Windows/Chrome, MacOS/Safari, and IOS/Safari: 1. Start at: https://prepaid.t-mobile.com/prepaid-internet 2. Click on First GET STARTED button right in center top of page, takes you to: https://prepaid.t-mobile.com/plan-detail/mobile-internet 3. Select any plan (I used the first one, 2GB/$10 for testing). 4. In the popup, select NEW CUSTOMER. 5. You're now in PRODUCT SELECTOR with your plan selected. Scroll to Device, Choose Bring your own device. 6. Click on the newly-exposed tab "Lets connect your device with this line!" 7. Skip IMEI check (My T-Mobile iPAD isn't recognized by the system, but that's a database issue, separate from this.) 8. Tell the system you have a T-Mobile SIM card, input your SIM card number. Verify and click CONTINUE. 9. On the next screen, put in your new email address, choose a PIN, and put in your contact information. Click CONTINUE. 10. Now you're at https://prepaid.t-mobile.com/cart/line-setup, which is the page with the problem. 10A. Put in device nickname. 10B. Choose get a new number. 10C. Opt-in to E911, input address. 10D. Select ZIP code for Primary Place of Use PPU. AND... the bug: 10E. Observe that the PRIMARY NUMBER MENU is *disabled* (greyed out completely), and unable to be input or selected. 10F. Observe that the CONTINUE button is ALSO *disabled* (greyed out completely), and unable to be selected. The only choice at this point is "EDIT CART', which takes you back two pages to step 8, above. In short it is impossible to get past this point on any computer or browser, and is therefore impossible to self-active a Prepaid Mobile Internet line with your own SIM card as a new account on the T-Mobile website. Please advise!
Solved
glen711
Hace 3 años Place Accounts & Services
4.1KViews
0likes
12Comentarios
Unable to access T-Mobile web portal, unable to change password in app, unacceptable phone support wait times
So after the hack I'm obviously wanting to change my password. No such luck. Web portal access? "Looks like we got our wires crossed." No access. Password change in iPhone app? "Request timeout." Called customer service, chose Option 1 for a callback, only to be called back with horrible music playing and having me wait again. Does anyone have any idea how to get in touch with T-Mobile support or how to make their app work?
Claudia
Hace 3 años Place Accounts & Services
2.8KViews
0likes
5Comentarios
The T-Mobile Website Gets Stuck When I Try to Pay My Bill
Hi- My mother and I have been on T-Mobile for the past couple of years, and have always paid our bills on the T-Mobile website. However, in the past three months, we both have been having trouble with the sight when it comes to paying our bill. When we click on "Pay Bill", a grey page pops up when a pink circle that spins (as shown below), and then the page is stuck there and is unable to move onto the next screen so we can pay the bill. I have been able to work around this by paying on my phone instead, but my mother has not. Is there anyway to fix things on our end so the website works properly? Are there other ways for us to pay our bill? Any answers on this issue would be greatly appreciated! Gracias.
smartphonedrago
Hace 4 años Place Accounts & Services
3.2KViews
2likes
7Comentarios