Forum Discussion

rjr0928's avatar
rjr0928
Newbie Caller
31 days ago

Continued kids sync up issues

I have now visited two T-Mobile support locations and still cannot use a device I purchased nearly two months ago. Despite paying for an additional line for this product, it remains non-functional. I hope someone in management reads this and acknowledges that the rollout of the Team Life app was a complete disaster.  

 

Customers are unable to use specific products tied to this new app. Previously, syncing the app worked fine, but the decision to integrate it into the new app has caused major issues. The process has become an excruciating, time-wasting ordeal. Simple tasks, like adding a contact, are overly complicated and difficult to navigate.  

 

For example, when attempting to add a new watch, the interface becomes confusing, especially if you have multiple watches or are replacing an existing one. Contacts from previous devices overlap with new ones, creating conflicting information. After finally figuring out how to add a contact and completing multiple steps, the system gives an error message stating the task cannot be saved. You review the instructions, confirm nothing was missed, and still face the same issue.  

 

Even with the assistance of T-Mobile staff and multiple calls to tech support, no one has been able to resolve this problem. Despite this, my bill is paid on time every month. After 21 years as a T-Mobile customer, I’ve never been more disappointed in the service and support provided.  

 

This is a breach of the contractual agreement, as I am paying for services that T-Mobile is failing to deliver. I expect immediate action to resolve this issue. Please address this matter promptly.

  • Keef's avatar
    Keef
    Network Novice

    Hey all, I too have been having issues with my kids watch going back into "pairing mode" after the watch dies, or is restarted. I work in IT, and so far from the troubleshooting I have performed, uninstalling the app on my phone seemed to have helped the issue. The app seems to be the core of the issue. Now if I have to restart the watch, I go into the T life app, select the device, then go to the settings in the upper right hand corner. Go to Location Refresh, and then change the location refresh between 15/30 mins. What this does is sends some sort of a signal to the watch, and the watch is back. It has worked every time I have had to restart the watch. 

    Its not a permanent fix, but it band-aid for now. 

  • sxs's avatar
    sxs
    Roaming Rookie

    I don't have a solution or any suggestions but I wanted to say that we are experiencing the exact same issue!  We too visited two different T-Mobile stores and nobody could not help us.  We were issued a ticket, and it has been more than 2 months too.  My husband cannot see where my kid is because his phone cannot pair with her watch. I as an administrator has tried to add him as a guardian, no success. I invited him by sending a link, the link showed nothing.

    We don't even know if anyone at their IT dept is working to solve these problems. We are extremely disappointed with T-Mobile removing SyncUp KIDS app before it tested and integrated T-Life app successfully.  We also wish someone in the management or the executive team would read this.  But like I said, it has been more than 2 months. This is unacceptable.    

    • Melugago's avatar
      Melugago
      Newbie Caller

      We also have this Guardian issue and today the tech told me the engineers were busy fixing a Tmobile Tuesday pizza redeem code issue. 🥴🤦🏼‍♀️ Our kids are out there untrack-able, but hey... pizza is more important! Uggh.