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Device Unlock
T-Mobile devices come locked to our network. Here is a space to talk about unlock eligibility and processes.Recent Content
Paying for Protection 360 but no repair centers are in my area.
Paying for Protection 360 but no repair centers are in my area. Have a crack in the screen-which is covered for free.Being told I have to pay $99 for a replacement phone because T-Mobile has no repair centers. Anyone else had this issue?
sync up drive updates
I recently changed my sync up driver for my vehicle due to the update for TLife. This is the worst upgrade. Not even close to the features of the previous version. Lets start from the beginning when I get a alert I have to unlock the phone, then open the TLife app, unlock TLife authorization, select locate, select things for my vehicle. Next complaint is the app map works better in Light Mode and NOT Dark Mode if you want to see the street names better. Never had this problem in OLD app. Next complaint is you have to ZOOM in to see the street location and as the tracker is active it will ZOOM OUT in the process so you have to ZOOM in and out as the vehicle is moving. Never had this problem in OLD app. The worst part of the app is when tracking the vehicle the app DOES NOT track vehicle from beginning to end. In other words I get a alert go through the process of opening the app I see my vehicle is tracked from point A but stops tracking BEFORE the trip ends. I have to log back in to continue the current location. Old app would track from point A to point B... The purpose for purchasing this syncup drive was if my vehicle gets stolen I get REAL TIME location not partial vehicle start and later vehicle ends. Bottom line is there any UPDATES coming soon? I notice other complaints. I did reach out to TMobile and expressed that I should not be paying for a product that is not working properly and was given a one time credit BUT my issues have not been solved and trying to get any answers if updates are coming or if I should be looking for better Tracking services?
T Mobile Retail not honor
November, 2025. I see that is time for my son get a phone, so I went to T-Mobile retail store add a phone line for him. I had 4 phone line and a guy at store told me that they have a promotion if I add 1 phone line now then I will get a 2 phone line free and you can trade in to get a phone too. I told them that I have a promotion discount more than 10 year and wanted to make sure it will able to carried over to a new plan. the store's guy told me that will be no problem to carried over to new plan. I want to confirmed with him that I have a grandfather plan and the promotion been add 10 years ago. He said that no problem and he would take care that for me. later, I received a bill but my discount did not showing. I came back to store and told him. he told me it would take time to transfer over and waited for the next bill. I came back after I received 2nd bill with the same issue. he gave a store credit for those discount and he said he would working with T-Mobile to fix it (please did not contact T mobile customer service he would take care of that problem for me). he gave me store credit every month and told me that He still working with T-Mobile customer service on my problem, after 5 month the problem still there so I called T-Mobile and found out because I have a grandfather plan and promotion discount would not exist anymore, so T-Mobile customer service wont able to add it back to me. I still do not understand that T-Mobile retail store (representative for T-Mobile) made a promise to me that he will able to transfer my promotion discount from my old plan to new plan. . Now T-Mobile retail store keep delay it sound like he wont able to do it and T-Mobile customer service told me that they wont able to do it. it made me upset and disappoint to T-Mobile about the communication between their department. if i know that i will lost me discount then Ill upgrade a new plan.
17 year customer and very unsatisfied with customer service received today 4/9/2025
I called T-Mobile today because last month I called on 3/8/2025 to disconnect my watch service and today I still had charges for both watches on my bill. I called and agent told me that they did not disconnect my service. It was only suspended. She also told me if I disconnected the lines I would not qualify for promotions for the next three months. I was a little upset because I've been a customer for so long and was just asking for two watch lines $24 to be disconnected and now, you're telling a 17-year customer that they don't qualify for any promotions for 3 months. I was so upset. She stated there was nothing she could do about it. I decided to call back and speak to someone else. This time after 20 minutes on the phone at work customer service person tells me I am not able to get a credit I can only get $10 off bill. I explained I should be credited because I called last month or at least a little more than $10 since bill cycle starts on the 6th and I called on the 8th. I then requested a manager. She then comes back on the phone after 5 minutes and says I need the primary person on the line. I tried to explain I had account permission. I was never told till today by the fourth person I talked to that I as an authorized user had no permission to cancel or add lines - never had a problem or told this before. Cancelled other things but today after 17 years it was a problem. I hang up the phone with this customer service person now more upset. This time after being extremely frustrated I speak with customer service rep Diamond who is able to assist me with canceling lines and gives me a credit for the charges. She explains I can't cancel lines or add lines even though I have account permission which I'm glad she explained but after 17 years I am told this. I am glad Diamond was able to finally cancel the lines and credit my bill. Thank you, Diamond, for your service today. But I am highly dissatisfied with the other calls I made today. I never had this experience with T-Mobile. 4 calls later, 20-minute call at work and missed half my lunch break to get this solved!!!!!!!!!!!!!!!!SyncUp Kids 2 unable to add contacts
After much research, I see this is an ongoing problem for at least a year. Contacts that are smart phone based cannot be added. Period. I did not have this problem when there was a separate synchup app, so the issue must have started with the migration to T-Life. Honestly, I'm shocked T Mobile hasn't fixed this yet. It's not fair. I was sold a watch that isn't fully functional. I will be asking for a full refund. Period. The watch in its current form and function does not meet my needs.
Guardian can’t video video chat!
Got my son a SyncUp watch yesterday and set it up as the admin. At first, I couldn’t see the camera option, but it showed up after a few minutes. Today, my husband (the guardian) set it up on his T-Life app. After some struggle, he finally got location tracking, texting, and calling to work… but no video chat. It’s so frustrating that there’s no way to manually update or troubleshoot this in the app. We updated our phones, restarted everything—still nothing! Has anyone dealt with this before? How did you fix it?
Can U(T-Mobile)Hear me Now????
5 months ago, my daughter talked me into changing my cell phone service From Boost Mobile to T-Mobile…. With boost mobile I had unlimited everything for $65 a month…. No it didn’t come with PERKS such as the (Hulu,Netflix,Travel,etc..), however, my building didn’t exceed $65 a month, not including payment fees if any were applicable,..however my monthly payment was DEFINITELY UNDER 70$… since I’ve been a member with T-Mobile, I signed up for the unlimited plan 5G go… whatever the name of the plan is… it came with UNLIMITED WIFI AND DATA USAGE…5G…???.. I allowed my daughter and the T-Mobile representative to decide on which plan would be best for me… long story short I got the 5G 2Go??? it offered unlimited Wi-Fi and data usage that I am sure of the first three months. My bill was over $200 and I was paying for a service they didn’t even offer in my neighborhood…. After T-Mobile made the adjustment on my account credited me $30. I was then issued the plan that would give me the highest Wi-Fi usage offered in my area… and and now it’s 2 months later and tax time is here and I think I’m going to pay my cell phone bill and at least 1 month or 2 in advance and the bill is near $600… and I am like … …is going on now… with the due date, two days away… long story, short… after the phone being off for about a week … I go into T-Mobile and make the payment of $258$ to restore the service…and that was 110$ over the required amount to restore the services..I also get a payment plan… for the remaining balance of …$357….. ENDING, BITTER SWEET: I tried to log into my Netflix on TV and I can’t get in and it says to me update payment information or make a … I immediately call T-Mobile customer service… wait for four minutes … then a female representative warmly, greets me, introduces herself and asks How can she assist me… I immediately told her I needed her assistance with several things 1st thing being why is my bill so high 2nd thing was to please verify that I wasn’t being charged for unlimited Wi-Fi service because I couldn’t receive it in my area…3rd thing is why wasn’t my Netflix working… The representative asked me if I would open up my T-Mobile app, and if we could go through the steps together, and as I was doing as she directed…the call dropped and I didn’t even know the cll had ended because I was so busy looking at my phone with her on speaker and I didn’t notice the call had ended until I was disturbed by the tone … and it was the representative from T-Mobile and she said the call dropped… and I told her I didn’t know. She continued to help me patiently, and I followed as she directed me through my app to locate information I needed pertaining to my bill… although the website was down for that service … I began to understand the bill charges while streaming in the app… I immediately informed her that understood the bill and I would like to move onto making sure I wasn’t being charged. She validated that I wasn’t being double charged for service. I couldn’t receive because it wasn’t offered in my area… during this conversation, I felt her genuine concern, and I asked her her name ANGELICA she said.. I had to inform her on how much I appreciated her patience and assistance with my scenarios. I appreciated the fact that she called back and how she patiently walked me through everything I needed to know where to locate the information… I informed her that she needed to know she was doing an excellent job with me and her service was appreciated and I hope I got the chance to share it in her survey … she thanked me … and gave me the bit part of our conversation… although I wasn’t being charged for a service, they didn’t offer in my area…the next best plan that I had switched to offered me less Wi-Fi and data coverage…and was HIGHER THAN THE ORIGINAL ONE I HAD…”THATS NOT OFFERED IN MY AREA”…Smdh…It got even BITTER WHEN…she informed me that T-Mobile offers other plans that could be within my budget however she couldn’t even look into that since my account is on a active payment plan which lets the system know I’m behind in my bill… she then assisted me with getting my Netflix back up and working… well she was going over the services she had provided for me. I informed her that I would like to make a payment. She told me that it would cost me $10 to make a payment with her and it would be cheaper for me to make the payment on my app I told her that I would while I had her on the line I begin to make the payment on the app the payment got to the part of when it says add your name. I informed her that there’s no name because it’s a gift card that I had won from playing Bingo… after trying to process the payment online it wouldn’t work. I did inform Angelica of the difficulties… Angelica, then replied, let’s first make sure that we have solved the issues you called in about… and one by one she went over each issue and clarified each understanding that we came to … then she went over the payment issue with me … patiently after informing her of what had been done and she walked me through a certain scenarios… to see if I was doing anything wrong… she then put me on hold… for the 1st time throughout our entire conversation, which was a little less than an hour and she returned within 2 minutes with the next explanation on why it might not be working and then she offered to process the payment for me and informed me that I would see a 10$ charge on my future bill… I agreed and before proceeding she asked me a few questions about the card and then she proceeded with the charge that would not work because there was no name on the card… I AM SO HAPPY THAT ANGELICA ANSWERED MY CALL.. she showed her loyalty to T-Mobile when she called my phone back. After being disconnected throughout her conversation of service she showed enthusiasm, patient knowledge and was very very pleasant. I AM HAPPY THAT ANGELICA ANSWERED MY CALL… TMobile…U Need More ANGELICA’S Representative #825178…CAN U HEAR ME NOW!!!???
