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tmo_marissa
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Joined 9 years ago
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Re: Change of responsibility
Oh wow, @mharris02 -- first off, I'm so sorry to read about your loss. Secondly, it stinks to hear that when you're going through what is already a tough time, we may have added to that stress. When we complete a change of responsibility, we are often able to initiate the transfer of an equipment installment plan from its original account to the new account where your phone line has moved. The new account has to be the kind that allows for EIPs and have enough equipment credit available to accept the balance, and the new account holder also needs to complete an e-signature (basically sign the agreement via email) to accept financial responsibility for the remaining balance owned on the phone installment plan. It sounds like you signed for the EIP via email and received a confirmation, so I'm super confused regarding which portion of your transfer wasn't complete! We absolutely want to make sure that we get you answers and make sure that you do feel like you're being taken care of. I'm not sure where the ball was dropped before, but for stellar account support online I highly recommend working with our T-Force team. They're our support teams on Twitter and Facebook, and in those channels we have a secure platform to verify your account. We can take a look at your account, your grandma's account where your line was moved from, and see which plans transferred and figure out what's happening now. Just contact us via Message on Facebook here: https://www.facebook.com/TMobile or via DM on Twitter here: T-Mobile (@TMobile) | Twitter and we'll get to the bottom of this!26Visto0likes0ComentariosRe: Shipping Address Changed When Billing Updated
Oh my gosh, @truepath -- I can't imagine what caused this bizarro hybrid address; but I don't believe that addresses can be updated once the order is complete -- this is a security measure that prevents someone from calling and claiming that your package is their package, and having it routed to another address so that they can take possession of your equipment. 😥 Were you able to reach out to our Care or T-Force team over the weekend and getting your order replaced? I definitely agree that an undo button could have gone a long way to help here; we will pass that feedback along!34Visto0likes0ComentariosRe: I will be going to the Philippines soon
Hey there! If you have a postpaid Simple Choice plan, roaming in the Philippines should be pretty awesome! You can take a look here -- International Plans | Viaja al extranjero sin cargos por roaming | | T-Mobile for details. 😊 I'd definitely recommend scrolling down and entering your device type to check compatibility, and then if you know where you'll be staying you can also input your province or city in the box above and to the right of the map to see more detailed coverage. Lastly, we have an International roaming checklist that can be super helpful to review (and save) before you go, because it includes our roaming care number in case you need to reach out while you're abroad. Please let us know if you have any additional questions -- hope you have an awesome trip!63Visto0likes0ComentariosRe: Account Fraud and no help from T-Mobile for 7 months
Whoa, @torresbrooklyn -- though fraud investigations can take time, on the surface this seems like much longer than a typical investigation's length should run. Because our Support Community is a public user forum, we don't have a secure method to verify your account and look over the details from here -- but at this point, with the number of fraud reports that our internal teams have advised you were filed, there should be investigation notes on your account left by the fraud department! Are you active on social media at all? Our T-Force folks on Twitter and Facebook do have a way to authenticate your account and review the memos. Can you reach out to us using the links in my badge below -- on Facebook, through Message, or on Twitter, through DM -- and have a representative look over the memos? Please let us know what they say!43Visto0likes0ComentariosRe: Custom Voicemail Greetings Not Working
Hey, @magenta4793591! I tried to walk through these steps to understand better where you're bumping into trouble. I get to this section: and I click the blue link that says +Add Custom Greeting. Then I get this pop-up: and so I click Choose File. I don't actually have any MP3 files on my work laptop, so I had to stop there -- but can I ask, once you select an MP3 file from your computer/laptop, are you not seeing the magenta Save button in the bottom right corner? Or do you click it, but then nothing happens? Lastly, do you have the ticket number you received? While we aren't able to file or escalate tickets from this public user forum, we can check status so I'm happy to take a look at that for you if you like!34Visto0likes0ComentariosRe: Changing password every 60 days is a terrible policy
Hey, @timph! I heard back from our contact who owns the content around the password change process; and was advised firmly that as the system stands, password changes should only be required once a year -- though as best practice we recommend changing them more frequently. I know this conflicts with what you saw, so while I wish i could explain the difference, I'm sorry to say I'm not able to speak to that. @scott523, in this case, that means that you were able to use the same password for longer than designed before the update prompt, which I believe is because this policy wasn't implemented when your account was initially started -- after reviewing revisions to our documents, it looks like the Prompted to change your password section was added at the beginning of this year. Reset your T-Mobile ID password has been updated to call out the yearly password change requirement in the Prompted to change your password section, and I'm also adding the feedback that we include the password recycling rule in the requirements section as well -- hopefully that will be OK with our content folks! Thank you again very much again for your feedback around this. I know that adding an extra step to your day by having to create a new password with some relatively stringent requirements compared to other sites isn't fun, but at least we can confirm that this shouldn't happen frequently. If it does; please let us know.10Visto0likes0ComentariosRe: Unable to download group MMS
Hey, @pkgal21! It looks like you've done a good job of entering everything from the @plyboy had asked a few questions there. Do you mind clarifying these details for us? For your specific issue, if individual MMS are downloading but not MMS in group messages, this is going to be a setting on the phone and not the T-Mobile network. In your situation, is your phone currently still receiving and downloading individual MMS messages with no issue? If not, are you able to browse the web while not connected to WiFi? Also, are you using Google Hangouts as your messaging application? If so, would you be able to try downloading another messaging client from the play store like GoSMS or Textra and seeing if the issue persists? I just want to narrow down if this is an issue with the default app or if there is setting that is wrong in the phone somewhere.56Visto0likes0ComentariosRe: need copy of bill
Hey, @magenta4635820 and @magenta4049000! If you're both postpaid customers, you can get a .pdf copy of your most recent statement from MyT-Mobile, either to review on your phone, laptop or PC, or to print! 😊 Log in to MyT-Mobile. Click BILLING at the top of the page. Scroll down below the total and next set of boxes and you'll see a "PDF" option!48Visto0likes0Comentarios
