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Free in-flight Wifi - verification failure
I have thoroughly enjoyed the free in-flight wifi from T-Mobile and consider it one of the main reasons I remain with them (25 years now). All has been well the past handful of years, but recently, they wisely decided to set up text verification to make sure the user is the actual owner of the account. I am sure this was highly abused by folks so I don't blame them for doing this. BUT BUT BUT.... Unfortunately, for me at least, I cannot receive the text verification because I am not on connected yet. However, I need the text verification to get on wifi to get connected. So after trying many things many times (around 10-12 times to be specific), I gave up and ended up just purchasing the wifi directly from the airline. Ironically, as soon as I paid my $8, the text verification for free wifi immediately arrived. In fact, I received 10-12 texts with the verification code. Grrrr. NO, this was not an issue with the airplane's wifi since I was able to purchase it directly. The verification code quickly came through. Is it possible this issue is only happening to me? I have wifi calling enabled, I use google messages (on my android), I tried both RCS and SMS messaging. As recently as April I used free airplane wifi easily. The only change was this new verification procedure. Today I was on the line with tech support for 80 minutes to no avail. He transferred me to a department that apparently specializes in "airplane wifi." A nice woman with a french accent answered and promptly hung up on me. Merci! T-Mobile, please fix this. You will be losing me soon if you don't.
lerryjee
Visitor
10 minutes ago
2Views
0likes
1Comment
Unlock 15 pro max
I need to unlock my phone imei: 351581972799914 can you help me please?
Solved
Amreissa
Network Novice
2 hours ago
165Views
0likes
10Comments
Unlock my phone S24 paid off
Hi, trying to transfer my phone and number to xfinity, I obtained a Port out pin. I paid the remaining amount owed on my phone, but it's still not unlocked. IMEI 358234211836088
mm1425
Visitor
2 hours ago
22Views
0likes
2Comments
Internet
Anyone else having coverage issues with internet? I was getting a "speed test" of about 10 for downloads. It now below 4. I complained to the BBB about not getting a rebate when I first got their internet. They gave me the rebate but it seems they retaliated with slower internet. I've changed equipment and moved the gateway but still slow. Looked at coverage map and the very edge is a coup.e of streets over. I'm told it could be 3 YEARS before they got better coverage in my area. Other internet services are too expensive or aren't in my area yet. T-Mobile is no help. They arent even trying to keep my business.
taz1267
Visitor
2 hours ago
13Views
0likes
0Comments
Can't Change Administrator Photo in T-Life
Hi, I’m setting up a syncup watch for my child and put in my contact info in the t-life app as the administrator. I want to change my profile photo, but every time I try I get “Something went wrong. Please try again.” error message. I’m doing this in the manage watch contacts setting. Is there somewhere else I can do this or a different setting? I also get the same error message if I only try to change avatars. I tried deleting the watch, deleting the app and reinstalling, but the same original avatar showed up and I can’t change it.
ThankYouInAdvan
Newbie Caller
4 hours ago
SyncUp Kids
T-Life
1.4KViews
2likes
10Comments
3rd Line Overcharge
I just realized last week I was being charged $45-50 a month for a 3rd line that I never consented to or used. Two different Customer Service Supervisors say their policy is only allowed to reimburse me for 4 of the 40 months. Very disappointing to pay for THEIR mistake.
kare2
Newbie Caller
4 hours ago
105Views
0likes
3Comments
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
Trust123
Newbie Caller
6 hours ago
101Views
1like
2Comments
December on 12/07/2024. There was a promotion for an Amazon TV
HELO , I signed up online with T Mobile at the beginning of December on 12/07/2024. There was a promotion for an Amazon TV after a certain period of time. I'm still waiting. I called customer service today to see where the TV was and conveniently if they had a promotion for me, but they told me that I am not eligible. I feel that I have been a loyal customer for 5 months, maybe it's time to change providers? I have my tracking ID and my submission date, HELP PLEASE.
juan1700
Visitor
6 hours ago
8Views
0likes
0Comments
Calling…?
Sometimes when I call out it just says “calling”. No sound, just completely silent. I wait any wait but still nothing. In frustration, I hang up. Try back a couple more times and it finally starts to ring the number. Great reception by the way. Thanks for your assistance.
musstang4u
Network Novice
6 hours ago
11Views
0likes
0Comments
How to escalate a complaint
I received a text from T-mobile. They said I could buy 2 I phones get $700 off one, and receive a free line. I called T-mobile, they checked my account and said yes you definitely qualify. I then went into a chat session and asked again and they again said yes I qualify(I have the print out) So I went into the Store, I again, in front of 2 other live witnesses , asked them to check and see that this promotion was available to my plan before purchasing the 2 I phones. Again, they called spoke to another manager and yes they said all was good. So we purchased the I phones, received the new sim card for the new line and everything was fine. Until I got my bill, T-mobile was charging me $10 for the new line plus the other fees( fees which I already knew I would have to pay. I am not opposing those fees. ) So I chatted with T-Mobile, the rep agreed (I have it from the chat printout) I should not be charged, he took the fee off and said that all was good. Low and behold next month the $10 charge was again on my bill. I again called up another rep Christopher. He said yes I see the problem. He again removed the $10 charge and said that it was taken care of……Nope, next month the same thing I talked to another girl Crystal, she again agreed that I had did everything correct and there was just a delay in the billing. She took the $10 fee off and she begged me and I mean begged me to say that the problem was solved. I refused and told her until I see that the charge is not on my monthly statement I would not say the problem was resolved. She reluctantly said ok. Guess what the next month the $10 charge was their again!!!!! So I went into the T-Mobile store and at first they said they would take care of it then they started saying no this was only for some other promotion???? What??? I confirmed several times, printed from chats and if I wasn’t eligible why would they all have said I was and agreed to take off the charges??? So the manager at the store, Said he agreed and would look into it. I sent him all the chats, the copy of the texts, everything. This guy tells me later that the girl that he was working with to get it resolved was let go and there was nothing he could do??? WHAT? Was there only one individual in the company that could take care of this???? To me this is clearly a bait and switch scheme that T-Mobile is trying to pull off. Much like their “oh if we merge with Sprint we will create jobs” but now we know that T-Mobile is laying off 5000 employees. So I need to know how to escalate this and if anyone else out there experienced something similar so I can present it to the attorney general and the fcc.
Solved
Baitandswitch
Newbie Caller
7 hours ago
bait and switch
20KViews
8likes
39Comments

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fun.","topicsCount:{\"hidden\":{\"eq\":false},\"nodeType\":{\"eq\":\"category\"},\"parentId\":{\"eq\":\"community:xjbgt85279\"}}":195,"messageActivity":{"__typename":"MessageActivity","corePropertyChangeTime":"2025-05-20T10:03:46.806-07:00"},"userContext":{"__typename":"NodeUserContext","canAddAttachments":false,"canUpdateNode":false,"canPostMessages":false,"isSubscribed":false}},"Conversation:conversation:192546":{"__typename":"Conversation","id":"conversation:192546","topic":{"__typename":"ForumTopicMessage","uid":192546},"lastPostingActivityTime":"2025-05-20T17:53:27.656-07:00","solved":false},"Forum:board:accounts-services":{"__typename":"Forum","id":"board:accounts-services","displayId":"accounts-services","nodeType":"board","conversationStyle":"FORUM","title":"Accounts & Services","shortTitle":"Accounts & 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failure","conversation":{"__ref":"Conversation:conversation:192546"},"id":"message:192546","revisionNum":1,"uid":192546,"depth":0,"board":{"__ref":"Forum:board:accounts-services"},"author":{"__ref":"User:user:221952"},"metrics":{"__typename":"MessageMetrics","views":2},"postTime":"2025-05-20T17:50:37.033-07:00","lastPublishTime":"2025-05-20T17:50:37.033-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I have thoroughly enjoyed the free in-flight wifi from T-Mobile and consider it one of the main reasons I remain with them (25 years now). All has been well the past handful of years, but recently, they wisely decided to set up text verification to make sure the user is the actual owner of the account. I am sure this was highly abused by folks so I don't blame them for doing this. BUT BUT BUT.... Unfortunately, for me at least, I cannot receive the text verification because I am not on connected yet. However, I need the text verification to get on wifi to get connected. So after trying many things many times (around 10-12 times to be specific), I gave up and ended up just purchasing the wifi directly from the airline. Ironically, as soon as I paid my $8, the text verification for free wifi immediately arrived. In fact, I received 10-12 texts with the verification code. Grrrr. NO, this was not an issue with the airplane's wifi since I was able to purchase it directly. The verification code quickly came through. Is it possible this issue is only happening to me? I have wifi calling enabled, I use google messages (on my android), I tried both RCS and SMS messaging. As recently as April I used free airplane wifi easily. The only change was this new verification procedure. Today I was on the line with tech support for 80 minutes to no avail. He transferred me to a department that apparently specializes in \"airplane wifi.\" A nice woman with a french accent answered and promptly hung up on me. Merci! T-Mobile, please fix this. You will be losing me soon if you don't. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"1620","kudosSumWeight":0,"repliesCount":1,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:192417":{"__typename":"Conversation","id":"conversation:192417","topic":{"__typename":"ForumTopicMessage","uid":192417},"lastPostingActivityTime":"2025-05-20T16:18:49.461-07:00","solved":true},"Forum:board:device-unlock":{"__typename":"Forum","id":"board:device-unlock","displayId":"device-unlock","nodeType":"board","conversationStyle":"FORUM","title":"Device Unlock","shortTitle":"Device Unlock","parent":{"__ref":"Category:category:devices"}},"User:user:221163":{"__typename":"User","uid":221163,"login":"Amreissa","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Network Novice","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://www.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-6.svg?time=0"},"id":"user:221163"},"ForumTopicMessage:message:192417":{"__typename":"ForumTopicMessage","subject":"Unlock 15 pro max","conversation":{"__ref":"Conversation:conversation:192417"},"id":"message:192417","revisionNum":1,"uid":192417,"depth":0,"board":{"__ref":"Forum:board:device-unlock"},"author":{"__ref":"User:user:221163"},"metrics":{"__typename":"MessageMetrics","views":165},"postTime":"2025-05-16T08:40:55.482-07:00","lastPublishTime":"2025-05-16T08:40:55.482-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I need to unlock my phone imei: 351581972799914 can you help me please? ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"75","kudosSumWeight":0,"repliesCount":10,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:192526":{"__typename":"Conversation","id":"conversation:192526","topic":{"__typename":"ForumTopicMessage","uid":192526},"lastPostingActivityTime":"2025-05-20T16:17:42.987-07:00","solved":false},"User:user:221836":{"__typename":"User","uid":221836,"login":"mm1425","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Visitor","color":null,"rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://www.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-3.svg?time=0"},"id":"user:221836"},"ForumTopicMessage:message:192526":{"__typename":"ForumTopicMessage","subject":"Unlock my phone S24 paid off","conversation":{"__ref":"Conversation:conversation:192526"},"id":"message:192526","revisionNum":1,"uid":192526,"depth":0,"board":{"__ref":"Forum:board:accounts-services"},"author":{"__ref":"User:user:221836"},"metrics":{"__typename":"MessageMetrics","views":22},"postTime":"2025-05-20T08:02:13.984-07:00","lastPublishTime":"2025-05-20T08:02:13.984-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" Hi, trying to transfer my phone and number to xfinity, I obtained a Port out pin. I paid the remaining amount owed on my phone, but it's still not unlocked. IMEI 358234211836088 ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"203","kudosSumWeight":0,"repliesCount":2,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:192543":{"__typename":"Conversation","id":"conversation:192543","topic":{"__typename":"ForumTopicMessage","uid":192543},"lastPostingActivityTime":"2025-05-20T16:10:15.376-07:00","solved":false},"Forum:board:coverage-signal":{"__typename":"Forum","id":"board:coverage-signal","displayId":"coverage-signal","nodeType":"board","conversationStyle":"FORUM","title":"Coverage & Signal","shortTitle":"Coverage & Signal","parent":{"__ref":"Category:category:network-coverage"}},"User:user:221930":{"__typename":"User","uid":221930,"login":"taz1267","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Visitor","color":null,"rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://www.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-2.svg?time=0"},"id":"user:221930"},"ForumTopicMessage:message:192543":{"__typename":"ForumTopicMessage","subject":"Internet","conversation":{"__ref":"Conversation:conversation:192543"},"id":"message:192543","revisionNum":1,"uid":192543,"depth":0,"board":{"__ref":"Forum:board:coverage-signal"},"author":{"__ref":"User:user:221930"},"metrics":{"__typename":"MessageMetrics","views":13},"postTime":"2025-05-20T16:10:15.376-07:00","lastPublishTime":"2025-05-20T16:10:15.376-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" Anyone else having coverage issues with internet? I was getting a \"speed test\" of about 10 for downloads. It now below 4. I complained to the BBB about not getting a rebate when I first got their internet. They gave me the rebate but it seems they retaliated with slower internet. I've changed equipment and moved the gateway but still slow. Looked at coverage map and the very edge is a coup.e of streets over. I'm told it could be 3 YEARS before they got better coverage in my area. Other internet services are too expensive or aren't in my area yet. T-Mobile is no help. They arent even trying to keep my business. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"679","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:17544":{"__typename":"Conversation","id":"conversation:17544","topic":{"__typename":"ForumTopicMessage","uid":17544},"lastPostingActivityTime":"2025-05-20T14:28:07.961-07:00","solved":false},"Forum:board:android":{"__typename":"Forum","id":"board:android","displayId":"android","nodeType":"board","conversationStyle":"FORUM","title":"Android","shortTitle":"Android","parent":{"__ref":"Category:category:devices"}},"User:user:151993":{"__typename":"User","uid":151993,"login":"ThankYouInAdvan","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Newbie Caller","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://www.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-4.svg?time=0"},"id":"user:151993"},"ForumTopicMessage:message:17544":{"__typename":"ForumTopicMessage","subject":"Can't Change Administrator Photo in T-Life","conversation":{"__ref":"Conversation:conversation:17544"},"id":"message:17544","revisionNum":1,"uid":17544,"depth":0,"board":{"__ref":"Forum:board:android"},"author":{"__ref":"User:user:151993"},"metrics":{"__typename":"MessageMetrics","views":1402},"postTime":"2024-10-04T08:13:38.000-07:00","lastPublishTime":"2024-10-04T08:13:38.000-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" Hi, I’m setting up a syncup watch for my child and put in my contact info in the t-life app as the administrator. I want to change my profile photo, but every time I try I get “Something went wrong. Please try again.” error message. I’m doing this in the manage watch contacts setting. Is there somewhere else I can do this or a different setting? I also get the same error message if I only try to change avatars. I tried deleting the watch, deleting the app and reinstalling, but the same original avatar showed up and I can’t change it. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"559","kudosSumWeight":2,"repliesCount":10,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMXwyLjF8b3w1fF9OVl98MQ","node":{"__typename":"Tag","id":"tag:SyncUp Kids","text":"SyncUp Kids","time":"2024-10-06T22:03:25.000-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMXwyLjF8b3w1fF9OVl98Mg","node":{"__typename":"Tag","id":"tag:T-Life","text":"T-Life","time":"2024-10-04T08:13:38.000-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:192243":{"__typename":"Conversation","id":"conversation:192243","topic":{"__typename":"ForumTopicMessage","uid":192243},"lastPostingActivityTime":"2025-05-20T14:04:39.604-07:00","solved":false},"User:user:218079":{"__typename":"User","uid":218079,"login":"kare2","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Newbie Caller","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://www.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-12.svg?time=0"},"id":"user:218079"},"ForumTopicMessage:message:192243":{"__typename":"ForumTopicMessage","subject":"3rd Line Overcharge","conversation":{"__ref":"Conversation:conversation:192243"},"id":"message:192243","revisionNum":1,"uid":192243,"depth":0,"board":{"__ref":"Forum:board:accounts-services"},"author":{"__ref":"User:user:218079"},"metrics":{"__typename":"MessageMetrics","views":105},"postTime":"2025-05-10T11:33:00.163-07:00","lastPublishTime":"2025-05-10T11:33:00.163-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I just realized last week I was being charged $45-50 a month for a 3rd line that I never consented to or used. Two different Customer Service Supervisors say their policy is only allowed to reimburse me for 4 of the 40 months. Very disappointing to pay for THEIR mistake. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"279","kudosSumWeight":0,"repliesCount":3,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:192336":{"__typename":"Conversation","id":"conversation:192336","topic":{"__typename":"ForumTopicMessage","uid":192336},"lastPostingActivityTime":"2025-05-20T12:59:01.840-07:00","solved":false},"Forum:board:billing":{"__typename":"Forum","id":"board:billing","displayId":"billing","nodeType":"board","conversationStyle":"FORUM","title":"Billing","shortTitle":"Billing","parent":{"__ref":"Category:category:prepaid"}},"User:user:220731":{"__typename":"User","uid":220731,"login":"Trust123","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Newbie Caller","color":"333333","rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://www.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-6.svg?time=0"},"id":"user:220731"},"ForumTopicMessage:message:192336":{"__typename":"ForumTopicMessage","subject":"UNLOCK PAID FULL PHONE REQUEST","conversation":{"__ref":"Conversation:conversation:192336"},"id":"message:192336","revisionNum":1,"uid":192336,"depth":0,"board":{"__ref":"Forum:board:billing"},"author":{"__ref":"User:user:220731"},"metrics":{"__typename":"MessageMetrics","views":101},"postTime":"2025-05-13T13:45:55.060-07:00","lastPublishTime":"2025-05-13T13:45:55.060-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" 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 ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"2605","kudosSumWeight":1,"repliesCount":2,"readOnly":false,"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:192536":{"__typename":"Conversation","id":"conversation:192536","topic":{"__typename":"ForumTopicMessage","uid":192536},"lastPostingActivityTime":"2025-05-20T12:35:41.206-07:00","solved":false},"User:user:221858":{"__typename":"User","uid":221858,"login":"juan1700","registrationData":{"__typename":"RegistrationData","status":null},"deleted":false,"rank":{"__typename":"Rank","name":"Visitor","color":null,"rankStyle":"TEXT"},"avatar":{"__typename":"UserAvatar","url":"https://www.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-8.svg?time=0"},"id":"user:221858"},"ForumTopicMessage:message:192536":{"__typename":"ForumTopicMessage","subject":"December on 12/07/2024. There was a promotion for an Amazon TV","conversation":{"__ref":"Conversation:conversation:192536"},"id":"message:192536","revisionNum":1,"uid":192536,"depth":0,"board":{"__ref":"Forum:board:coverage-signal"},"author":{"__ref":"User:user:221858"},"metrics":{"__typename":"MessageMetrics","views":8},"postTime":"2025-05-20T12:35:41.206-07:00","lastPublishTime":"2025-05-20T12:35:41.206-07:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" HELO , I signed up online with T Mobile at the beginning of December on 12/07/2024. There was a promotion for an Amazon TV after a certain period of time. I'm still waiting. I called customer service today to see where the TV was and conveniently if they had a promotion for me, but they told me that I am not eligible. I feel that I have been a loyal customer for 5 months, maybe it's time to change providers? I have my tracking ID and my submission date, HELP PLEASE. 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No sound, just completely silent. I wait any wait but still nothing. In frustration, I hang up. Try back a couple more times and it finally starts to ring the number. Great reception by the way. Thanks for your assistance. 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They said I could buy 2 I phones get $700 off one, and receive a free line. I called T-mobile, they checked my account and said yes you definitely qualify. I then went into a chat session and asked again and they again said yes I qualify(I have the print out) So I went into the Store, I again, in front of 2 other live witnesses , asked them to check and see that this promotion was available to my plan before purchasing the 2 I phones. Again, they called spoke to another manager and yes they said all was good. So we purchased the I phones, received the new sim card for the new line and everything was fine. Until I got my bill, T-mobile was charging me $10 for the new line plus the other fees( fees which I already knew I would have to pay. I am not opposing those fees. ) So I chatted with T-Mobile, the rep agreed (I have it from the chat printout) I should not be charged, he took the fee off and said that all was good. Low and behold next month the $10 charge was again on my bill. I again called up another rep Christopher. He said yes I see the problem. He again removed the $10 charge and said that it was taken care of……Nope, next month the same thing I talked to another girl Crystal, she again agreed that I had did everything correct and there was just a delay in the billing. She took the $10 fee off and she begged me and I mean begged me to say that the problem was solved. I refused and told her until I see that the charge is not on my monthly statement I would not say the problem was resolved. She reluctantly said ok. Guess what the next month the $10 charge was their again!!!!! So I went into the T-Mobile store and at first they said they would take care of it then they started saying no this was only for some other promotion???? What??? I confirmed several times, printed from chats and if I wasn’t eligible why would they all have said I was and agreed to take off the charges??? So the manager at the store, Said he agreed and would look into it. 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