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Maggie_May12

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Joined 8 months ago

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Re: Any ideas on what I should do? I can’t believe the service I have received.
I totally agree. I’ve had AT&T for my mobile and they have a wireless Internet device that I’ve been using for about five years, but there’s a cap on the data so I was excited to see the offer from T-Mobile. However, I will never ever look anywhere else again, AT&T has a new over the air that they’re rolling out and with the tremendous service I’ve gotten from them over the past 30 years. I should be ashamed for even considering switching. Unfortunately, they haven’t rolled it out in my area, but because I am current wireless customer and they’re phasing that out they’re going to try to bump me up on the list. Yay Timo thank you for reminding me how wonderful AT&T is and that grass is not always greener on the other side
8 months ago Place Gateways & Devices
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Re: Any ideas on what I should do? I can’t believe the service I have received.
thank you for your reply and unfortunately, I did request to speak to a supervisor and the supervisor was no help at all. She was polite as she read The obvious customer resolution Scripts, but did not understand or listen to the problem I was having because the Scripts did not pertain to what I was saying, my problem was she said it sounded like I needed help activating my equipment and she would stay on the line once again, when I was transferred, the technician would not assist me until I provided all my credit card information, which by the way was the fourth time as each person before they were assist me did the same . that makes no sense to me either because I provided my customer ID my order number the info on the back of the gateway antechnician said there was nothing He could do as he needed the number off of the Sim card, which was preinstalled. I Learned it later at the store that I was sent a refurbished gateway device and it looked like it was poorly refurbished as the door for the Sim card was bent in apparently glued closed, causing the Sim card to be stuck. When I took it to the store, they were able to get it out, but unable to activate it as it was faulty, so I did do my due diligence and I never cursed anyone out or was rude. Just very very frustrated. , but after being told that they could make things right by sending me new equipment and a new Sim card, but not until I agreed to the additional $15 a month and signed up for a global phone with a separate phone number who knows how much that would’ve been, to say farewell to T-Mobile and make sure to tell as many people possible just need their services
8 months ago Place Gateways & Devices
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Re: Any ideas on what I should do? I can’t believe the service I have received.
update after reading some of the post on the community board I thought to try the Facebook Service reps again. Well here’s what happened. Typical beating switch. I guess the representative said he would be happy to reinstate my account and send me a new device. However they cannot offer me the $50 month unlimited service unless I got a phone line with them as well without the phone line, it would be $65 a month. I showed proof of the conversation, my service contract, etc. still dead silence then they came back and said do you want to take this offer? What do you think? Heck no I’m contacting our Better Business Bureau and also a TV station that loves to investigate these types of situation , I’ve already heard back and they want to investigate I sure do hope they air this to warn others
8 months ago Place Gateways & Devices
42Views
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0Comments
Any ideas on what I should do? I can’t believe the service I have received.
i’m going to not bore everyone with the details of the terrible customer service I have received, but I’m looking for some advice on what to do. I’ve read stories in the community about people who have experienced similar situations but again no path forward. I ordered online a home Internet gateway device. Well, I should say I attempted to order online, but apparently they’re site isn’t, capable of handling the full transaction so I was automatically transferred to a chat after lengthy online conversation, repeating everything I did in the self-service, I was told I would receive the gateway device in a couple days. Well I did and I was so excited because I’m out in the country and we don’t have any kind of cable or fiber optic available. my device came and I went to set it up, but immediately ran into problems. I couldn’t get logged into the app account because I didn’t have a phone number again very long story short apparently the Sim card that was preloaded in the device was faulty. this I found out after I am not joking eight hours (4 hours on the phone Wednesday night four hours on Facebook chat last night -documented) finally, the gentleman last night said I am so so sorry but I can’t help you because we’ve attempted several times to activate the Sim card, but we can’t get it to activate so there must be an issue with it. I suggest you go to a nearby store and have them, set you up and get it activated. So I did that today. The gentleman at the store said oh I’m so sorry you’ve had such a bad experience. I can see on your file you spent over eight hours trying to resolve this. Let’s just return this faulty gateway device and Sim card and start all over again. we will have you set up activated and out the door in just a couple minutes. I Felt a huge sigh of relief. So I gave him all my information again and as we were about to wrap up, he said oh no I’m so sorry but because your accounts been canceled three times you’re marked as fraud and you can’t attempt to get a new device or account for 90 days what the heck I never canceled my account. I could never even set it up. Apparently each time they tried to activate my Sim card and were unsuccessful. The account gets deactivated automatically. I calmly said so. What do I do now he said you’ll have to wait 90 days and then try to initiate service again. What the heck I need to make somebody aware of this and if I have to stand outside the store and tell each person that walks up about my situation A and T-Mobile’s terrible terrible customer service then that’s what I’ll do. This is so unfair, anyone know how I can escalate this or at least tell them what horrendous service they offer and no one seems to care
8 months ago Place Gateways & Devices
home internet service gateway
292Views
1like
5Comments

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I can’t believe the service I have received.","conversation":{"__ref":"Conversation:conversation:115127"},"id":"message:115132","revisionNum":1,"uid":115132,"depth":1,"board":{"__ref":"Forum:board:gateways-devices"},"author":{"__ref":"User:user:83600"},"metrics":{"__typename":"MessageMetrics","views":45},"postTime":"2024-08-14T16:54:08.000-07:00","lastPublishTime":"2024-08-14T16:54:08.000-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I totally agree. I’ve had AT&T for my mobile and they have a wireless Internet device that I’ve been using for about five years, but there’s a cap on the data so I was excited to see the offer from T-Mobile. However, I will never ever look anywhere else again, AT&T has a new over the air that they’re rolling out and with the tremendous service I’ve gotten from them over the past 30 years. I should be ashamed for even considering switching. Unfortunately, they haven’t rolled it out in my area, but because I am current wireless customer and they’re phasing that out they’re going to try to bump me up on the list. Yay Timo thank you for reminding me how wonderful AT&T is and that grass is not always greener on the other side ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"764","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"images":{"__typename":"AssociatedImageConnection","edges":[{"__typename":"AssociatedImageEdge","cursor":"MjQuMTF8Mi4xfG98MjV8X05WX3wx","node":{"__ref":"AssociatedImage:{\"url\":\"https://www.t-mobile.com/community/s/xjbgt85279/images/bS0xMTUxMzItMTUxOGk4MDE4ODk2M0MwMERGQ0VB?revision=1\"}"}}],"totalCount":1,"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}}},"ForumReplyMessage:message:115130":{"__typename":"ForumReplyMessage","subject":"Re: Any ideas on what I should do? I can’t believe the service I have received.","conversation":{"__ref":"Conversation:conversation:115127"},"id":"message:115130","revisionNum":1,"uid":115130,"depth":1,"board":{"__ref":"Forum:board:gateways-devices"},"author":{"__ref":"User:user:83600"},"metrics":{"__typename":"MessageMetrics","views":37},"postTime":"2024-08-13T21:47:41.000-07:00","lastPublishTime":"2024-08-13T21:47:41.000-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" thank you for your reply and unfortunately, I did request to speak to a supervisor and the supervisor was no help at all. She was polite as she read The obvious customer resolution Scripts, but did not understand or listen to the problem I was having because the Scripts did not pertain to what I was saying, my problem was she said it sounded like I needed help activating my equipment and she would stay on the line once again, when I was transferred, the technician would not assist me until I provided all my credit card information, which by the way was the fourth time as each person before they were assist me did the same . that makes no sense to me either because I provided my customer ID my order number the info on the back of the gateway antechnician said there was nothing He could do as he needed the number off of the Sim card, which was preinstalled. I Learned it later at the store that I was sent a refurbished gateway device and it looked like it was poorly refurbished as the door for the Sim card was bent in apparently glued closed, causing the Sim card to be stuck. When I took it to the store, they were able to get it out, but unable to activate it as it was faulty, so I did do my due diligence and I never cursed anyone out or was rude. Just very very frustrated. , but after being told that they could make things right by sending me new equipment and a new Sim card, but not until I agreed to the additional $15 a month and signed up for a global phone with a separate phone number who knows how much that would’ve been, to say farewell to T-Mobile and make sure to tell as many people possible just need their services ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"1693","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"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}}},"ForumReplyMessage:message:115128":{"__typename":"ForumReplyMessage","subject":"Re: Any ideas on what I should do? I can’t believe the service I have received.","conversation":{"__ref":"Conversation:conversation:115127"},"id":"message:115128","revisionNum":1,"uid":115128,"depth":1,"board":{"__ref":"Forum:board:gateways-devices"},"author":{"__ref":"User:user:83600"},"metrics":{"__typename":"MessageMetrics","views":42},"postTime":"2024-08-10T20:05:59.000-07:00","lastPublishTime":"2024-08-10T20:05:59.000-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" update after reading some of the post on the community board I thought to try the Facebook Service reps again. Well here’s what happened. Typical beating switch. I guess the representative said he would be happy to reinstate my account and send me a new device. However they cannot offer me the $50 month unlimited service unless I got a phone line with them as well without the phone line, it would be $65 a month. I showed proof of the conversation, my service contract, etc. still dead silence then they came back and said do you want to take this offer? What do you think? Heck no I’m contacting our Better Business Bureau and also a TV station that loves to investigate these types of situation , I’ve already heard back and they want to investigate I sure do hope they air this to warn others ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"800","kudosSumWeight":1,"repliesCount":0,"readOnly":false,"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}}},"ForumTopicMessage:message:115127":{"__typename":"ForumTopicMessage","subject":"Any ideas on what I should do? I can’t believe the service I have received.","conversation":{"__ref":"Conversation:conversation:115127"},"id":"message:115127","revisionNum":1,"uid":115127,"depth":0,"board":{"__ref":"Forum:board:gateways-devices"},"author":{"__ref":"User:user:83600"},"metrics":{"__typename":"MessageMetrics","views":292},"postTime":"2024-08-10T18:10:48.000-07:00","lastPublishTime":"2024-08-10T18:10:48.000-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" i’m going to not bore everyone with the details of the terrible customer service I have received, but I’m looking for some advice on what to do. I’ve read stories in the community about people who have experienced similar situations but again no path forward. I ordered online a home Internet gateway device. Well, I should say I attempted to order online, but apparently they’re site isn’t, capable of handling the full transaction so I was automatically transferred to a chat after lengthy online conversation, repeating everything I did in the self-service, I was told I would receive the gateway device in a couple days. Well I did and I was so excited because I’m out in the country and we don’t have any kind of cable or fiber optic available. my device came and I went to set it up, but immediately ran into problems. I couldn’t get logged into the app account because I didn’t have a phone number again very long story short apparently the Sim card that was preloaded in the device was faulty. this I found out after I am not joking eight hours (4 hours on the phone Wednesday night four hours on Facebook chat last night -documented) finally, the gentleman last night said I am so so sorry but I can’t help you because we’ve attempted several times to activate the Sim card, but we can’t get it to activate so there must be an issue with it. I suggest you go to a nearby store and have them, set you up and get it activated. So I did that today. The gentleman at the store said oh I’m so sorry you’ve had such a bad experience. I can see on your file you spent over eight hours trying to resolve this. Let’s just return this faulty gateway device and Sim card and start all over again. we will have you set up activated and out the door in just a couple minutes. I Felt a huge sigh of relief. So I gave him all my information again and as we were about to wrap up, he said oh no I’m so sorry but because your accounts been canceled three times you’re marked as fraud and you can’t attempt to get a new device or account for 90 days what the heck I never canceled my account. I could never even set it up. Apparently each time they tried to activate my Sim card and were unsuccessful. The account gets deactivated automatically. I calmly said so. What do I do now he said you’ll have to wait 90 days and then try to initiate service again. What the heck I need to make somebody aware of this and if I have to stand outside the store and tell each person that walks up about my situation A and T-Mobile’s terrible terrible customer service then that’s what I’ll do. 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