Forum Discussion
T-Mobile Home Internet new line
When I signed up for T-Mobile Magenta Max 55+ I was told I was eligible for this service.
I called 2 times after the initial sign up once for proper set up and then for questions about my internet speed. I was told that my current router app (the Netgear Nighthawk app) doesn’t work with their new equipment (KVD21 5G Gateway) instead I was told to download the app Speedtest (not as good as the Netgear app by far) and it registered that I was on a 2g/3g/5G network. What happened to the 4g network that I was promised?
I called a third time to question the network and I was told that I didn’t qualify for the Magenta Max program because I didn’t add a extra line.
That was the first time I heard that requirement! I did receive a email notification that I did add an extra line (the line for the modem) and I then read all the fine print documents and again there was no mention of this requirement.
Well I raised hell (I cursed at the T-Mobile expert. I rarely use profanity) then hung up.
Five minutes later I get a phone call from the same T-Mobile expert and they granted me the service with a $11 discount off my current bill.
Did anyone else experience (or was informed about the extra line purchase) this problem?
OK, I read the first line of your first post a bit off. It was not clear that you were an existing customer from long ago. So, yes that is an offer for “new” customers. So in answer to your question, no have not experience that issue. It seems sort of petty that the number of lines you have meets/exceeds the initial quota for that offer and you get the nickel and dime routine instead of going with it and having some allowance to build additional customer loyalty.
I read you loud and clear but I have been a T-Mobile customer the last 22 years and I have 3 lines on my account. What you showed me looks like an advertisement for new customers.
I had Magenta 55+ for 5 years and when I questioned the upgrade to Magenta Max 55+ no one mentioned adding another line. I did receive an email that stated that I did add a new line but that was the modem’s line and so how that didn’t qualify. Again I wasn’t given enough information.
I was looking at the discount offer and on the web page it does appear to show the second line as part of the current offer. It seems someone did not provide the full scoop on the offer over the phone. I have not used the offer but was just looking to see where it was stated as such. I found the info below looking at and comparing the plans via the website. I looked at the terms and conditions and didn’t see a reference to this but on the plan comparison page it seems to be there.
Magenta Max55+
For 2 lines with AutoPay ($90/mo.) Taxes & fees included. Min. age 55.
