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T-Mobile trade-in issues
I traded in my iPhone 11 and XR and sent them to t-mobile one month ago but never received the credit for the iPhone 11. I have called the customer services several times and these representatives promised me the issue would be resolved in a few days but it never did. They just give people empty promises so that you can get off the phone. Plus was told by the salesman the trade-in value was $150 each but only received $85 for XR.
T-Mobile Billing issues for months & constant lies from Rep's
I have been a customer with the company(T-Mobile)for almost 12 years. I upgraded in March 2025 and the last upgrade was about 5 years prior, Which I don't usually upgrade due to the reasons I am about to explain. So I upgraded 2x phones which I have had for a long time with T-Mobile. I brought a paid off phone from Verizon. I also added internet along with adding an additional line(Was told it would be free but has been a nightmare). Along with upgrading my phone lines I added home internet and the Sync tracker because I told it was free with the lines I upgraded. So after upgrading I have had nothing but issues with my bill. It has been over $150 from what I was told in the store. I have visited the store multiple times which then says T-Mobile will call you. Well I never receive that call. So I as the customer have to call and figure out the mess up from T-mobiles end. So when going line by line with the customer rep in the store it seems the tracker they added to the bill i never received. I just picked up the tracker from the store May 4th. Which again I upgraded March and I have a receipt the store "Forgot" to give me. Then my trade-in's didnt have the correct credits. So I called again. I said my bill is supposed to be this amount I need this fixed because I am not paying $150.00 more than I was told. I saw that reflect on the bill and was told no worries we will call you back to find out the issue. Time goes by no call. I then see the new bill is even more!!! I call again. It seems a free line I was supposed to get I was being charged for! I was double charged for Hulu & Paramount as well. How this happened only the lying Reps would know. So I call AGAIN and say hey my bill is not correct. I speak with a rep yesterday 05/21/2025. They said we see you have called a bunch of times and you have been a customer for almost 12 years. We want to take care of you yada yada lies like always. I then tell the rep why I'm calling and what I was promised and needs fixed. The rep said it will take a couple hours to fix everything so to respect your time how about I call you at 5:00PM EST which this rep was in Central time. I said no problem I look forward to the call and resolution. I receive the promised phone call at 5:00PM EST- AWESOME FINNALLY THEY FOLLOW THROUGH WITH WHAT THEY SAID. We are talking about what the rep fixed and was able to do. The rep said I added that free line which you were supposed to have at the time of your upgrade. I also gave you the correct Market value credit for the phones you traded in. They rep also stated because I have been such a long time customer they were doing to give me a 20% overall discount to get to the promised monthly payment I was promised at the store at the time of upgrading. The rep said the change will show 24-48 hours after they fixed the issues to reflect on the bill. Great I look forward to seeing by bill being what I was told after months of issues. But with all the issues I have faced so far I asked the rep many many times before getting off the phone, Are there well detailed notes about everything we just talked about. The free line that was fixed. The 20% discount as well for all the issues I have been facing and the rep said multiple times. Trust me we are going to fix this and I documented everything we talked about. I said I just want to make sure in case I need to call and speak with another rep. Which again I have had nothing but issues in the past couple of months. The dang rep even set up a follow up call on the day my next bill is due to make sure everything I was promised was showing on my bill. THIS PART GETS EVEN BETTER! Not even 24 hours later!!! 05/22/2025 I get a text message saying your free line promotion was cancelled because you aren't eligible. Hold on I was just told the day prior I was? So I called T-mobile AGAIN!! I explained to the rep the situation from the prior day with the other rep and guess what!? The rep didnt put any notes in! After I asked many times are their detailed notes in the system. I was told yes, yes, yes Please trust me and guess what, T-Mobile couldnt even wait 24 hours before lying again! So I go through my pitch again with all of the issues. I know line by line what my bill should look like with credits and free lines and so on. Like I as a customer shouldn't have to know every single line of my bill how promotions should be added or credits etc. So with going nowhere with the rep and no notes from the previous day call with that rep I said I need your manager. I then get transferred to Benjamin from Oklahoma(Manager)- He wouldn't give me his employee number either. He said he spoke to the rep I talked with yesterday and they were telling him another story. They didn't offer a 20% discount on my bill, Blah blah blah. I told Benjamin lets get the rep on the phone. He said we physically don't have the capability. So hold on we can fly to the dang moon but cant add a third person to a call?? Sounds ridiculous. I said lets listen to the phone call from yesterday because I KNOW ITS RECORDED!! He said I can't do that. So he said he would be having his upper management call be. I said what day and time. He replied- "With in 72 hours". Now lets go back to the rep who scheduled a follow up call, but your telling my upper mangement doesnt have that capability? Hmm funny that a lower level rep can but upper management cant. So T-Mobile let me ask you a question, As a customer of 12 years and paying my bill on time every month. Why do you have employees promising things and not delivering? I would love to sit down with someone and listen to the call with the rep who lied to me then a day later lied to a manager. Its just absolutely stunning your company does this! Honestly, please listen to the call I had with the rep and you will be disgusted with what your reps are promising and not following through on. I would love a call from someone in corporate because crappy customer service in 2025 is not a negotiation it's a must that if you don't deliver what you promise another company will take your business. Especially with AI here. Companies will pay trust me.T Mobile is Terrible!!!! I was scammed, they know it, but won't fix it.
I have been a customer of T Mobile for 10 years! I recently tried to add another line and called in to my business representative. He told me someone new was now covering my account and said they would be contacting me. The new person called me and said since you've been a customer for 10 years I can not only add a line but can upgrade all your phones and even give you 2 free i-watches. He said the Only thing I would have to pay would be the tax on the new phones. He also said my bill would only go up by $25 a month with the new line and this would not extend my contract in anyway but it is a new promotion for existing customers.... So he sent me 3 phones, and watches. I got my bill and it was 3X more than my previous monthly bill. I tried to call him and got voicemail over and over. He never would return my calls. Now his # is disconnected. I never did hear back from him. I called T mobile to see what was going on and apparently he added 8 lines to my account. Which I obviously did not agree to. They said they will escalate it to their "fraud department" and will have me an answer soon. I didn't hear back for a week so I called back. I had to repeat the exact story again. The person once again said they will contact me but not to callback in because they have to listen to the recording of every interaction and me calling back would delay the resolution. I told them I am not paying my bill until this is resolved and they agreed that I didn't have to until it was fixed. 3 days later my service was shut off due to lack of payment. I received a text notice from a collection dept. I called back in and once again repeated the story because they acted as if they was my first call. They once again said not to call back in so I didn't for 2 more weeks and once again my service was disconnected! I have been on the phone with them 11 times and its been several months now. They have disconnected my phone service 5 times now and every time I call in they say it wont be disconnected again. Once was when I was out of the country. They disconnected my service while I was out of the country leaving me with no phone. I went to the local store and they re-documented everything and sent several emails. They also informed me that the rep who signed me up charged me full price for all the phones, lines, and even added some tablet lines and I don't even have any tablets! They could see I haven't used the 5 extra lines and said the whole thing looked very strange. You'd think this would be an easy fix but I cannot begin to explain the run around I have had trying to work with them. I even offered to bring in all phones and the watches and give them all back if they would cancel my service and they have not agreed to it and apparently I have to wait to see what will happen after the 3 month long, so far, fraud investigation. It is looking like I need to hire an attorney just to reason with them or this will never be resolved. Not sure what else to do. All my phones are currently shut off. Now when I call customer service and type in my # it goes straight to a line that says I need to pay a minimum $1300 to restore my service. And I cannot get it to transfer to anyone live. It is a nightmare. If your considering switching to T-Mobile DON'T DO IT! No other provider could possibly be this unresponsive, dishonest, and hard to deal with. T mobile is awful.
5G Gateways - New VPN Issues with G4SE and G4AR
Corporate VPNs are now being impacted by the G4AR and G4SE models, of which were once known as formerly compatible models with the VPN. My understanding is the MTU size on other models, such as the Sagecom FAST 5688W, were not compatible with corporate VPNs due to their lower MTU size. The G4SE was always hit or miss, but the G4AR had a track record of 100% success. As of mid-May 2025, we have multiple reports that neither is working for multiple people. Our corporate VPN MTU size remains unchanged. Was there a recent update? I assume there was a firmware update for the G4AR that decreased the MTU size.
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