Recent Content
The utter and abject failure of my encounter with T- Mobile support of the Cellular option provided by Apple Watches.
The utter and abject failure of my encounter with T- Mobile support of the Cellular option provided by Apple Watches. Original problem: Lost the ability, that originally worked, to make or receive cellular VOICE calls when out of range of cell phone, or when cell phone was turned off….. EVEN THOUGH I was still on the T-Mobile LTE network and had the use of text and GPS. After working with T-Mobile tech, I lost the ability to add a cellular plan to watch (getting Error code 406.) The watch works as normal, when able to go thru the cellular phone. But without being able to use the phone as a conduit, the calls always fail. Apple iPhone 11 Pro Max / Apple Watch Series 7 / All with current software Two hours on the phone with T-Mobile Front end and backend support 4/3 Two hours at a T-Mobile store with representative and backend support 4/4 Two hours at the Apple Store ALL WITH NO ONE WITH ANY CLUE WHAT WAS WRONG Apple sent my Apple Watch off to the regional repair location 4/5 New replacement Apple Watch Series 7 with Cellular received Problem persists on new watch Another 3 hours on phone with T-Mobile backend support New error in addition to old problem T-Mobile error “The maximum number of devices allowed to be paired to this phone has been reached. To continue you will need to unpair a device.”Error code 406” T-Mobile representative was unable to figure this out …… Back on the phone to Apple L2/L3 support… confirms message is referencing T-Mobile configuration or processes. Another call to T-Mobile T-Mobile backend support unable to make any inroads toward a solution, advised they are sending me out a new cellular phone. My cellular phone has consistently been the only thing working properly, so I am hesitant to change anything with that regard. THIS HAS BEEN AN ABSOLUTE NIGHTMARE. I love Apple products, but their partnership with T-Mobile is a ghastly abomination of inadequate training or processes that are too complicated for their employees…. It’s been a week since my ordeal began, and there is no end in sight… My advice, STAY AWAY FROM T-MOBILES implementation of the cellular capabilities of Apples watches. DIGITS is a failure, either by complexity, process, or employee training and expertise.Customer Care Failure
Despite all the free phone offers from the competition, I opted to stay with T-Mobile when my last set of promo phones were paid off. What a mistake. To try and make the costs more realistic I was convinced to go to autopay. I was leery about giving any vendor direct access to my bank account so I set up a special account at my credit union. I set up the account with the help of customer care in December, too late for my January bill so we paid that by mail. In Feb I got a notification that the payment was successful via a T-Mobile text. 4 days later (2 days after the payment due date) I received a text indicating I needed to call 611. I did but they did not know what I was calling about. After several hours it was determined that: The reason for the text is that my payment did not go through despite having the right bank routing and account number it was rejected by the bank because the transaction indicated it was a checking account but it was actually a savings account That bank account was locked out by T-mobile so I had to use another one On the phone with customer care we set up a new savings account bank account, noted it as savings and customer care confirmed it was all good Customer care also waived the $7 late fee because the payment did not go through and I paid via credit card In March I again got the notification that transaction processed successfully, but again 4 days later I get the text to call 611. First I checked my bank and did not see the transaction. So I went to T-mobile and paid immediately via credit card. I called customer care and was again told that the failure was because the account was listed as checking not savings. Seems to me the system failed. I was told that because I had two failed autopays from my bank that I could not use it. The customer care person said that lock should re-open in a few days and she promised to call me and set it up again. This time I said I would use my checking account. Great news they did call as planned but the voicemail indicated that she still could not set up a bank account. If I could use a debit card that should work. The next day I went online and set up the debit card putting me back on autopay. I also took a look at my upcoming bill. Not only was the autopay discount no longer applied but I was changed an additional $25 fee because of the failed transaction. As this was not my fault I called customer care to make sure these fees could be reversed. After 45 minutes of talking to the customer care team and sitting on hold as they "checked things" they basically said there was nothing they could do because the transaction failed and that my new bill was ready and they could not apply the autopay to the account until the next month (which is why I was losing the $10 discount). He "graciously" said that he would give me $15 credit to partially offset the charges (none of which should have happened if it was done correctly by Customer Care the first time). I pushed to talk to a supervisor and was told he already did and this was the best they could do. I asked him for a written (email or text) confirming his side of the story as documentation and was told he could not. It seems they are not allowed to email or text customers due to security reasons (despite me verifying my identity on the call with them and letting them use the email and phone contacts they have in my profile.) Ultimately I am paying $20 because their system did not work with my bank. On a side note I use the same savings account with Comcast for my internet bill and that works fine. I want the additional $20 back to make me whole and confirmation that the new autopay to my debit card will indeed work. Unfortunately as many others have complained about on X and here there does not appear to be a way to communicate to people in charge of customer care to get things resolved. That is an epic fail in my book
T-Mobile Internet - $200 Pre-Paid Mastercard - STILL WAITING
I switched to T-Mobile Internet over 3 months ago. The $200 Pre-paid Mastercard within 10 weeks was an incentive that led to me making this choice. It has been 12 weeks and I have not heard a thing. Has anyone had a similar experience? I am preparing to switch back to my previous provider if this is how they treat customers.
Places
Network & Coverage
Let's talk about our coverage, signal, and roaming experience.Devices
Apple, Android, SyncUP, and more!Postpaid
Accounts, Plans, Features, and Billing.Prepaid
Talk about all the stuff that comes along with T-Mobile's Prepaid service.T-Mobile for Business
Discuss all things T-Mobile for Business.Home & Business Internet
A dedicated space to talk about all of the things going on with T-Mobile High-Speed Internet.Magenta Lounge
Talk about the other great T-Mobile perks and benefits, or just hang out and have fun.
