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When contacting #611 and speaking with an agent, they are friendly and do try to help, but there is a language barrier as they may not understand the intricacies of English. I have ben to 2 different stores and 2 calls. All of which are different. My bill, when contacting T-Mobile, I was told I would hear back. Which I have not. I switched my plan to GO5G Military which switched at the end of the previous billing cycle. But my bill went up. It should be the same as previous, not higher as it is paid the following bill cycle. FYI still waiting. When trying to upgrade our phones as we have been with T-Mobile for 8 years and paid for our phones outright back then. So all the promotions do not favor us unless we are "New Customers" which is disheartening. Anyhow, I have been given 3 different versions on what I would have available. Any chance someone is able to help? Mike
Trade-in scam
In December 2023, my friend and I switched from Verizon to T-Mobile after a store representative clearly told us that our Verizon phones were eligible for T-Mobile’s trade-in promotion. We were instructed to pay off our Verizon phones (around $600), trade them in, and we’d receive Visa cards for that amount. We followed all the instructions, paid off the phones, traded them in, and completed our switch to T-Mobile. But after everything was done, we were suddenly told that our phones weren’t actually eligible for the promotion. We went back to the store to complain, and they admitted they had made a mistake. They said they would escalate the issue and get back to us after contacting T-Mobile corporate or a supervisor, since they couldn’t resolve it themselves. But no one ever followed up. We explained the situation to multiple customer service reps, both over the phone and in-store, and every time we had to start from scratch. One rep even offered us a $200 store credit which we refused, because that’s not what was promised. Eventually, we were told the case couldn’t be processed anymore because too much time had passed. That’s incredibly frustrating especially since we reached out multiple times before the time ran out. We were told to wait, but no one ever got back to us. We only traded in our phones because T-Mobile employees assured us we each qualify for the $600 rebate. If we had been told the truth from the beginning, we would have just chosen the Keep & Switch option instead. I contacted customer service today again, and they keep saying there’s nothing they can do that we should go back to the store and talk to them. But we’ve already done that multiple times, wasting our time explaining this issue over and over again. All they did was telling us to wait until they hear anything back from corporate, which we never heard back from. At this point, we don't want to go back to the store unless someone is actually able to resolve this. Anyone can help with this issue? I'm so stressed.
UNLOCK PAID FULL PHONE REQUEST
o: T-Mobile Customer Care Date: May 13, 2025 Dear T-Mobile Customer Support, I spoke the call center multiple times on Sunday, May 11, 2025 from between 7:30 and approximately 10:45 pm. Each representative appeared to read the previous persons's notes and recite what they said. No one used critical thinking skills to help resolve the matter. All intractions were frustrating and it appeared that the representatives were not trained properly and not interested in resolving a problem that should have not existed in the first place. Last four of phone 1994. I am writing to formally request that T-Mobile unlock my Apple iPhone 11, which was purchased through T-Mobile in November or December of 2019 and paid in full approximately two years later. According to T-Mobile’s own device unlocking policy, devices are eligible to be unlocked once they have been paid off in full and meet basic usage requirements. My iPhone 11 meets these criteria, yet it remains locked due to no fault of my own. At no time during or after payoff was I informed that a manual request to unlock the phone was necessary. It is both unreasonable and unacceptable for T-Mobile to place blame on the customer for not requesting an unlock when, in fact, T-Mobile failed to act on their own stated policy. This failure is compounded by the fact that the device was paid off during or shortly after the COVID-19 pandemic began—a time when many systems were understandably delayed. However, that does not excuse the current refusal to resolve the matter properly. Most troubling is that during my recent call with your support team, a representative wrongly claimed that I had not purchased the phone from T-Mobile—despite being a loyal customer for nearly nine years and purchasing all of my devices through T-Mobile. This behavior is deeply unprofessional and borders on gaslighting. It is the responsibility of a service provider to maintain accurate records and to assist customers in resolving issues, not to discredit or shift blame onto them. Therefore, I am formally requesting: Immediate unlocking of my iPhone 11. A written explanation for why this issue occurred. Confirmation that the matter has been resolved. This experience has caused unnecessary frustration and raises serious concerns about T-Mobile's accountability and customer service. I expect a prompt and professional resolution within 2 business days of receipt of this complaint. Failure to do so may result in a formal complaint to the FCC and other consumer protection agencies. Sincerely, See Log on name
Billing issues
I have been a loyal T-Mobile customer both personally and professionally for years and have never had an issue with them, however lately their customer service is lacking and does not help. I contacted T-Mobile for our business account to see if we could save some money. We were paying approx. $180/mo for 3 lines. I spoke and emailed with a Lead Business Account Expert who worked out a deal with me for 5 lines, then added another line for $20 less than what I was paying and 2 free iPhone 16. The phones came in as promised. The first monthly invoice came in at $389.78. I understand that if you switched phones mid plan that it sometimes takes a few cycles to address the new billing. However, I received the second invoice and it was $345.67. I reached out to the representative who initially offered the plan and she was on maternity leave. She did however reach out a few days later and said to call the 800 number. Spoke with someone at the 800 number and they said it would take 1-2 billing cycles to have the promotion attach, which we are already on the 2nd billing cycle. The person stated that there was no way that we could have the promotion promised. I asked to speak to a manager, the manager stated that they would get back to me within 2 days and have an update. Never received a call back. Just now called the 800 number and they stated the same thing, 1-2 billing cycles, stated they could not connect me to the supervisor and that she would help. Stated that they are going to call me within 7 days. This is unacceptable. Seems like a scam for a few months probably to see if people are going to notice. I can't imagine someone not noticing a double bill. Very frustrated!!DO NOT PAY FOR ASSURANT!
Paying stupid insurance for years. Quite literally thousands of dollars. Should be $0 to fix screen but they wouldn't. Had to pay $50 more for deductible. And NOW being blackmailed into sending MY phone, that I PAID FOR, to them!? Or else pay more, TO KEEP MY OWN PHONE THAT I PAID FOR! this is not ok. Greed, plain and simple. Assurant is a scam and T-Mobile backs them. Don't believe for one minute that T-Mobile doesn't get a cut of the $ action from Assurant. DON'T NOT PAY FOR THE INSURANCE. save the money for yourself, not them! So flipping sick of corporate greed. 😡
Assurant insurance scam
About 3 years ago cracked my screen, called tmobile assurant, they said only place I could get it fixed was 3 hours away, when I had cell phone repair closer, I ended up paying out of my pocket. Just cracked my screen again and assurant is telling me they would need to send me a replacement, because now they don't have anyone in the area to fix..well I don't want replacement I just want my phone fixed. I never had issues with sprint always flexible t-mobile is the worst and need to lose assurant..all I do is have issues with Tmobile, I can't even get into my anti-virus and problems with my phone tracker....the tech was no help, but nice, but it appears I'm still having issues. I pay the insurance for five phones you figure I could take my phone anywhere to get fixed.
Assurant Nightmare!!!! Stay Away from this company.
Ok I filed a claim for My iPhone 15 pro max. Paid the Deductible and sent back the damaged phone. Keep a photo of the tracking. All of a sudden an 800.00 charge shows up for Non-returned device. After Getting a T-Mobile rep on the phone they put me on a three way call with Assurant. Low and behold they did receive the phone!!!! The T-Mobile Rep. tells me they put a hold on my account to wait two billing cycles to remove it. (How cant they take it off right then and there is ridiculous) Then T-Mobile takes 414.00 out of my account two weeks later. After calling T-Mobile AGAIN and I was told the First rep didn’t do what he was supposed to due and I would have to wait 18 days for T-mobile to reverse the charge. Funny how they can take my money and it takes 18 days to put it back. I then made sure I deleted all form of payment methods off my account to block any more shenanigan's from T-Mobile’s Flunkeys. Now I have to wait till I can get return calls from T-Mobile to, I guess check that things are being fixed and my 414.00 is returned. Moral of the Story….DO NOT USE ASSURANT!!!!!!Tmobile 5g home internet + Xbox Series X not compatible
Thanks to T-Mobile’s Test Drive, I can try out the home internet for 15days. I’m getting good speeds and so far so good… I was really happy with the service until……… It’s not compatible with my Xbox Series X. Apps like YouTube, Twitch, Hulu all work. But if I want to play games online, that’s where it doesnt work. I get disconnected from the games respective servers. Doing a test on the network I get UPnP unavailable. I can retest until the UPnP is available but as soon as I start playing a game online, it disconnects. I see that I can attempt to connect a wireless router but I cannot control any settings on the App or if I log into router via a web browser. The only thing I can do is change names and passwords, but nothing else. Can a wireless router be connected to the gateway? If so, which brands will work best? There are other posts about this issue but no answer. I hope there is a solution or else the home internet goes back to T-Mobile and they will lose out on $50/month.
T-Life advanced cellular metrics and HINT no longer showing LTE signal info.
For those noticing recent performance issues with the T-Mobile Home Internet 4GAR gateway, it is most likely due to the latest firmware v1.00.13 upgrade. With this upgrade, T-Mobile has transitioned to the 5G Standalone enablement. This is the process of deploying and utilizing a 5G network that operates independently of the existing 4G LTE infrastructure. Basically, no more LTE. I have been noticing issues since this upgrade with SLOW internet speeds, long web page loads, etc.. Even though the gateway is showing full bars, I can do a speedtest when I see these issues start and my download speed barely reaches 1Mbps. I've noticed this on my MacBook, iPhone, PC, you name it. However, when this occurs, I just turn the WiFi off on the device, turn it back on and the speedtest is back to normal with downloads reaching 400+Mbps. I thought I would share this because I have noticed an uptick in forum posts regarding these performance issues and after doing a little research, I'm pretty sure I have found the reason why. Even Bell users in Canada have been experiencing the same issues with their deployment to 5G SA. G4AR fw v1.00.13 is interesting: Firmware versions, fixes, and features - G4AR 1.00.13 Minor bug fixes --> 5G standalone (SA) enablement <-- Stability improvements 1.00.12 Stability improvements 1.00.09 Updates to LCD user interface Stability improvements 1.00.02 Stability improvements 1.00.01 Release version https://wholesale.telekom.com/global-connectivity/our-solutions/mobile-roaming/5g-sa-roaming-enablement 5G SA Enablement 5G Standalone (SA) enablement refers to the process of deploying and utilizing a 5G network that operates independently of the existing 4G LTE infrastructure. This standalone architecture includes a 5G core network, radio access network (RAN), and enhanced transport capabilities, which together support network slicing and edge computing, enabling tailored services for specific use cases.45 Operators are increasingly focusing on standalone 5G networks due to their potential to deliver improved latency, network slicing, and IoT capabilities, which are crucial for enterprise services and creating new revenue streams.4 However, the transition to standalone 5G requires significant investment in OSS/BSS (Operations Support Systems and Business Support Systems) to ensure service performance visibility and adherence to service level agreements (SLAs).4 Service providers like Deutsche Telekom offer 5G SA Roaming Enablement services that provide secure interconnect between 5G networks, ensuring end-to-end confidentiality and integrity for roaming messages.2 These services are designed to support business needs by enhancing security while reducing cost and complexity.2 Despite the benefits, standalone 5G deployment faces challenges such as the need for extensive mid-band coverage and densification, which can be time-consuming and costly.5 Additionally, some users, particularly in Canada, have reported difficulties in accessing standalone 5G services from providers like Bell, highlighting the ongoing transition and implementation challenges.3 In summary, 5G standalone enablement is a critical step towards realizing the full potential of 5G technology, offering enhanced capabilities and services, but it requires substantial investment and careful planning to overcome deployment challenges.456+1
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