T-Mobile Customer Service Issues

Archive 28

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #28. It includes a selection of 20 issue(s) reported May 9, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I recently found an iPhone 11 while fishing in San Antonio, Texas. The SIM card indicates it is from T-Mobile. The phone is still functional despite being underwater, as it charges, turns on and off. The phone's display date shows March 31, [redacted]. Unfortunately, there is no lock screen message with contact details. I was wondering if providing you with the numbers from the phone could help locate the owner. I understand you cannot share personal information, so I'm open to sharing my contact information instead. Please reach me at [redacted] or call [redacted].
Reported by GetHuman6049924 on Sunday, May 9, 2021 9:53 PM
I am seeking to unlock my personal phone, which was previously used with T-Mobile. I need to use my SIM card in this phone since my original device is now non-functional. The delays caused by the pandemic have made it challenging to deal with support. Despite promises to provide a replacement phone from my current provider, I have not received any assistance. In order to unlock the phone for a different provider, I have included the necessary details below: Serial Number: R28GA1J5ZDP Model Number: SM-G530T UD IMEI Number: [redacted][redacted]6 8GB S/N: R28GA1J52DP (OP - ?) FCC ID: A31SMG530T Build Number: UNY47XG530TUVSZAQE3 Baseband Version: G530TUVSZAQE3 The IP Address during that time could have been [redacted].58.17.65 Phone Number during service: [redacted] I hope for a solution soon as I rely on this phone to keep in touch with my family during these challenging times. Thank you for addressing this matter promptly. Warm regards, J. Bell
Reported by GetHuman6077842 on Monday, May 17, 2021 12:23 PM
We received a SIM card to connect our Sprint phone to T-Mobile towers. When we visited a T-Mobile store, they swapped the SIM card, causing activation issues. Thanks to Justin's help, that was resolved. However, over the past week, we've had trouble receiving calls, with some going straight to voicemail or ringing much later. This is crucial as we're dealing with family issues involving our adult children in another city. The phone's unreliability is adding stress to the situation. We urgently need a fix or a new phone. We're open to finding a solution but require your assistance. Thank you, Larry & Brenda Frederick.
Reported by GetHuman6081474 on Tuesday, May 18, 2021 1:35 AM
I am currently in an area without cell service, so email is the only way to contact me. Two of my employees are having trouble with data on their phones while out for business supplies. Our plan includes unlimited calls, texts, and data for the U.S. and Canada. I had a similar issue earlier this year and was assured it wouldn't happen again. Please restore the data on our phones as it's crucial for our business. You can contact me by email at [redacted] or [redacted] My granddaughter, Riley K., is also authorized on the account. Looking forward to a prompt resolution. Thank you, Elizabeth Tami Jeandron.
Reported by GetHuman6129383 on Sunday, May 30, 2021 5:42 PM
My name is Connie Sutton, and my phone number is [redacted]. I reside in an area with poor wireless service due to being surrounded by trees. The store where I bought my phone recommended I try the free hotspot promotion for 30 days or 30GB, whichever ends first. Despite this, I still couldn't maintain a stable internet connection on my phone. Last week, I reached out to customer support, and they suggested sending me a Cell Signal Booster, which I received on Thursday, 6/3/21. After setting it up with my Hughes Net personal satellite router, only the power light turned on, and none of the other lights worked despite trying different connections and pressing the reset button. Today, when I called for support, I opted for a callback due to a long wait time, but unfortunately, no one returned my call. The poor signal reception is not unique to T-Mobile but affects all carriers in my forest and lakeside location. I am extremely frustrated with T-Mobile's service and am considering canceling my subscription and returning both the Booster and the Hotspot.
Reported by GetHuman6145666 on Thursday, June 3, 2021 8:56 PM
I am Connie Sutton and my T-Mobile number is [redacted]. In a recent visit to T-Mobile Store #[redacted] on 5/20/[redacted], I explained my poor cell service at home and was unable to test coverage before purchase. Despite advice to get a free Hot Spot promotion, I had no bars at home. After returning to the store on 5/24/[redacted] and contacting Customer Support, I received a Cell Signal Booster on 5/27/21. However, following the setup instructions, only the power light was on, with no signal improvement. Despite attempts to troubleshoot, including contacting Tech Support on 6/3/[redacted], I faced long wait times and no solutions. Frustrated, I wish to cancel my T-Mobile service within 14 days and return the Cell Booster and Hot Spot. You may bill me accordingly.
Reported by GetHuman6145666 on Thursday, June 3, 2021 10:34 PM
I am interested in purchasing a Volla Phone with Ubuntu Touch OS. My current carrier, Verizon, is not compatible with this phone, so I am considering switching to a new carrier that supports it. Before ordering, I want to make sure T-Mobile can activate the phone on their network. I received the phone's specs from Volla tech support, indicating it works on GSM/UMTS/LTE and supports specific frequencies. The Volla Phone is unlocked and can be used with any provider. I am in Oklahoma City and planning to visit a T-Mobile office. I might also transfer two family members' phones and a hotspot if they allow it. Thank you for your help. - Al Want from Shoe Clinic. [redacted] daytime phone. Email: [redacted].
Reported by GetHuman6156908 on Sunday, June 6, 2021 6:20 PM
I am unable to access my Samsung J3 Star cell phone due to a PIN issue I encountered this past weekend. After setting up the PIN, I now find myself locked out of the device. When I attempt to enter the PIN, the screen either displays a message indicating it is incorrect or goes dark without any notification. I have attempted to follow guidelines on the T-Mobile website, but they involve contacting T-Mobile, which is not possible with a locked phone that only allows emergency calls. I kindly request assistance from T-Mobile to remove the PIN requirement from my phone to regain access. My phone number is [redacted].
Reported by GetHuman6161226 on Monday, June 7, 2021 4:47 PM
I have a work phone provided by the company, and we recently switched from AT&T to T-Mobile. I had no issues with AT&T's coverage, and calls were always clear. However, since the switch, I've been experiencing poor call quality in southeastern Wisconsin. I often have to use my personal phone with US Cellular for better clarity as people can't understand me on T-Mobile. This problem has affected me during my travels across the US and worldwide. After discussing with colleagues, it seems others are facing similar issues. My phone is relatively new, so I believe the problem lies with the service. I wanted to highlight this issue in hopes that improvements can be made to enhance customer experience. Regards, Roger A. Johnson
Reported by GetHuman6173492 on Wednesday, June 9, 2021 6:32 PM
I need help changing my daughter's voicemail language from Spanish to English. It's confusing because we only speak English, and this issue is adding to the frustration I'm already experiencing with my phone service. One of the numbers affected is [redacted], where the voicemails are in Spanish, making it impossible to navigate. Additionally, my other lines, [redacted] and [redacted], keep getting disconnected regularly. I've been a customer for approximately two and a half years, and dealing with these language and disconnection problems has become overwhelming. My daughter's name is J.M., and it's perplexing that her voicemail and prompts are in Spanish when we have no understanding of the language. Your assistance with resolving these issues is greatly appreciated. Thank you.
Reported by GetHuman6176716 on Thursday, June 10, 2021 11:43 AM
Hello, I'm Hope Powers, and regrettably, I have misplaced my phone along with all my contacts. I had an unlimited talk and text plan for $25/month. I can only communicate via chat. Could you confirm if there was insurance for my phone? I am hopeful that I won't need to purchase a new phone, but if necessary, I am seeking an affordable option with good reception and basic features, considering my budget due to being on disability. It is essential for me to retain my current phone number, [redacted]. In case necessary, my SSN's last 4 digits are [redacted]. I reside at [redacted] Creekside Crescent, Chesapeake VA [redacted]. My email is [redacted] Is there a way to retrieve my lost contacts? Unfortunately, my dear sister Debora A. Powers has passed away, but my other sister, Vivian Powers, is overseeing her remaining business matters and will continue to pay her T-Mobile bill.
Reported by GetHuman6184745 on Friday, June 11, 2021 9:22 PM
Years ago, I was a T-Mobile customer and used the HTC Sensation 4G as my phone. Even though I switched to another carrier after paying off my phone, I recently found my Sensation in a drawer. I realized it was locked to the network and needed an 8-digit code to unlock it. I haven't been able to reach customer service, so I'm hoping to get assistance with this issue promptly. If it's easier, you can reach me at [redacted], and please ensure your caller ID is visible.
Reported by GetHuman6192779 on Monday, June 14, 2021 1:49 AM
I recently visited my local Hixson, TN store to transfer pictures to free up space. The staff did their best to help, but there was an issue with the transfer as they indicated there was no SD card. I returned to the store, but unfortunately, the Store Manager, who has been there for 14 years, wasn't able to assist and suggested going to Best Buy. The problem was attributed to Samsung, and I didn't receive much help from the manager. After contacting the customer service line at [redacted], I was instructed to go back to the store for assistance. I feel uncomfortable with the manager and another staff member, Ryan, as they lack technical skills. I am concerned about my full storage space and not being able to access my emails. Any advice on how to proceed would be greatly appreciated.
Reported by GetHuman6212133 on Thursday, June 17, 2021 2:08 PM
Account - [redacted]66 I canceled within the 14-day return period due to dissatisfaction and returned the equipment. Despite multiple attempts to resolve this with TMO, the issue remains unresolved. Here is the timeline of events: - 12/28: Purchased MIFI - 1/4: Trouble ticket opened for VPN issues - 1/8: VPN still not working, returned equipment, and informed to contact customer care - 1/8: Contacted customer support to cancel and was assured by the store and representative - 4/8: Received a bill for non-payment due to auto pay cancellation Despite keeping detailed notes, reaching out multiple times, and receiving no call backs, the issue persists, impacting our credit. We seek a resolution promptly.
Reported by GetHuman-paulmos on Thursday, June 17, 2021 8:53 PM
I recently received a new phone as a gift from my father, along with a TextNow Sim card and Data plan. However, when I tried to activate the plan, I discovered that my phone is locked. I do not have a T-Mobile account or number, and I am unable to afford the cost to unlock it. As a result, I am unable to stay in touch with my family when I'm not at home. Any assistance in unlocking my phone so that I can use other Sim cards would be greatly appreciated. Thank you.
Reported by GetHuman-jebadiah on Monday, June 21, 2021 8:12 PM
I have been using an LG D-[redacted] cellphone for several years, but I am experiencing issues with the LG Keyboard app. Despite trying various solutions, the app keeps reinstalling itself like a zombie. Recently, I received an LG K30 cellphone as a replacement, but it is a refurbished model and not suitable for my needs as it heavily relies on Google apps which I do not prefer. I am looking for a cellphone option from T-Mobile that prioritizes local storage for calendars, contacts, and other personal data over Google apps. I plan to return the LG K30 and explore alternatives that align better with my preferences. Can anyone suggest T-Mobile business apps that offer local storage capabilities instead of relying on Google services?
Reported by GetHuman6232788 on Tuesday, June 22, 2021 2:47 AM
I have been a T-Mobile customer, Mr. V. Desai, for six years. Last week, I considered switching to Verizon due to their excellent deal on iPhones - buy one iPhone 12 or iPhone 12 Pro, and get another one free. Additionally, they offer a $[redacted] credit per line if a new phone is not needed. Upon contacting T-Mobile to switch, I was told to wait for a call back within 24 to 48 hours, which never happened. After contacting T-Mobile again, I was informed they could not match Verizon's offer. However, after providing honest feedback in their survey, a customer service supervisor named Mr. Lhordian reached out and offered to match Verizon's deal. When I called back, I spoke to a rep named Mr. Dwayne who was unable to locate Mr. Lhordian. This experience highlighted the challenges of dealing with call centers in other countries. Overall, the inconsistency in T-Mobile representatives' information and their failure to follow through on promises has left me feeling disappointed. It's important for companies to uphold their commitments to customers.
Reported by GetHuman-vickdesa on Friday, June 25, 2021 2:22 AM
I would like to address an issue regarding my experience with Qlink, a company that T-Mobile is associated with. I have been a customer with Qlink for a while and was informed via email about receiving a new smartphone and tablet to accommodate the 5G upgrade. However, despite receiving emails and verification of my address, the new phone never arrived. I later discovered that the tracking number provided was for a phone sent in [redacted], and I was told I would not be receiving a new phone due to a supposed shortage. I find this unethical and disappointing, and I have documentation of all communications. I plan to report this to the Better Business Bureau and the media. I hope to receive a response indicating that you are not aware of these business practices associated with your name. Thank you in advance. - P. Adams
Reported by GetHuman-paekaz on Friday, June 25, 2021 8:49 PM
I recently purchased a new device and have an existing plan with Metro. Unfortunately, my phone was damaged, and while waiting for a replacement, I got a cheap phone compatible with T-Mobile. Despite attempting to switch the sim card, both Metro and T-Mobile are blaming each other for the inability to make the switch due to the phone not being unlocked. As a loyal customer who has already paid months ahead of time, I am frustrated that I'm being asked to use the new phone's SIM card and spend extra money. It's a confusing situation, and I'm hoping for a prompt resolution. Thank you for your assistance.
Reported by GetHuman6288288 on Saturday, July 3, 2021 7:50 AM
I recently purchased a new T-Mobile phone that has been malfunctioning since I received it. Initially, T-Mobile support removed the "WiFi Calling" feature and replaced my SIM card, but the issue persists. The phone intermittently shows that I am not connected to the network, allowing only emergency calls until it resolves itself after some time. A T-Mobile corporate representative offered to replace the phone, suggesting I keep the old one. My local T-Mobile store recommended contacting corporate, noting they would have record of our conversation. Unfortunately, the store lacks replacements for the Samsung A32 and does not expect restocks soon. After several months of frustration with this phone, I miss my old J7 Samsung for its better picture quality. I am interested in a good deal on an S10 Samsung, even though it only supports 4G instead of 5G. Additionally, I'm concerned that the A32 causes my clock radio to buzz when placed near it, even when the radio is off. This interference occurs occasionally but consistently, unlike with other cellphones I've owned. Your assistance is appreciated. Thank you, Michael C.
Reported by GetHuman6296913 on Monday, July 5, 2021 11:14 PM

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