1 2 Previous Next 15 Replies Latest reply: Jul 25, 2013 8:16 AM by tmo_lauren RSS

Adding a line from my.t-mobile.com

I've been trying to add a line to my family plan from the T-Mobile website, and it has not been working out.

 

We're sorry—there was an error in processing your request.


Please hit your browser's back button and try your action again, or try again later.

 

The above message is all I recieve. From four different browsers, with all content interfering methods disabled.

This is my third time trying to add a line. Over three weeks, every weekend I've tried. I'm lazy, and it's not something that has to be rushed.

 

Customer service has not helped. I've tried adding this line from my number, and the account holder tried on her number. Different computers were used. Same problem.

 

Trying to look at the support page for adding lines is also perplexing. Since it does not exist. That is the one document that gives me an error trying to access it.

 

Does this service not actually exist? It's advertised pretty strongly on the website, yet there is no supporting evidence that it works.

I'd just like to know if it is actually possible to add a line to a family plan using the website.

 

I'll simply go to the store for now.

  • 1. Re: Adding a line from my.t-mobile.com
    tmo_jessicab

    Hi dangerosity,

     

    The site should work properly for adding lines of service and I'm wondering what could be causing it to not work properly. 3rd time's supposed to be the charm, right?   I kid... we can fix this for you.

     

    First, only the billing responsible party is able to add a line to the account. You would need to be logged in as the line with Primary Account Holde permissions. It sounds like you are because you're seeing the option to add a line, but we want to rule out any possibilities for this issue.

     

    What time of day are you trying to place the order?

     

    Which browser do you use? Have you tested on a different browser?

     

    Can you clear the cache, cookies and history and test again?

     

    We look forward to your reply.

  • 2. Re: Adding a line from my.t-mobile.com

    I've tried again today. This time I made it to the checkout, only to be given the same error constantly at the last page. Everything was cleared from my browser. All pop up blockers/anything that would interfere was removed.

     

    From 10:30-11:30am today. Previous attempts were between 6pm-12am.

    Chrome, Firefox, and Safari were used. This was on a Mac. OS version 10.7.5. Will be trying on a Windows 7 computer in a little.

  • 3. Re: Adding a line from my.t-mobile.com

    I don't see an edit button, so I'll reply to myself.

    I've been trying to add the line from the verified account holder. I checked the security section and saw that it was verified.

    I get the same error using Windows 7. The error pops up at random times during the add-a-line process.

     

    Success! Finally got through. Using Chrome/OSX, which is my default.

    I don't know why it worked this time. Countless tries and it randomly accepted it. I changed nothing for the last 15 tries or so.

  • 4. Re: Adding a line from my.t-mobile.com
    tmo_jessicab

    Hmmmm.... I think this is going to need some more specific help. I'm going to send you a private message to get more information. Take a look when you've got a moment.

  • 5. Re: Adding a line from my.t-mobile.com
    vfxraven19

    Hello! I'm getting this error too on my account and under my wife's account too. Work or home, Mac or PC, various browsers and times of day - same error and cannot make changes. HELP! Oh yeah, I cannot post a new topic/discussion either!

  • 6. Re: Adding a line from my.t-mobile.com
    miket

    vfxraven19 wrote:

     

    HELP! Oh yeah, I cannot post a new topic/discussion either!

     

      +!  I haven't been able to start a new topic for discussion the last 2-3 days!

  • 7. Re: Adding a line from my.t-mobile.com
    rizzies

    If u cant make changes on your acct

    Call a representative

     

  • 8. Re: Adding a line from my.t-mobile.com
    tmo_lauren

    We are working on the new posting issue

     

    It sounds like we may need to look at your account directly to see the issue. You can contact is through any of these channels T-Mobile Contact Information | Customer Support | T-Mobile If you prefer online support, if you access the link from a computer, a "Live Chat" link will appear during business hours!

     

    -Lauren

  • 9. Re: Adding a line from my.t-mobile.com
    miket

    tmo_lauren wrote:

     

    We are working on the new posting issue

         Thanks, Lauren

     

    It sounds like we may need to look at your account directly to see the issue. You can contact is through any of these channels T-Mobile Contact Information | Customer Support | T-Mobile If you prefer online support, if you access the link from a computer, a "Live Chat" link will appear during business hours!

        That link works fine (at least it just did for me).  However, the question that seems to come up from time to time is - the option to chat isn't always there during regular hours.  Some users have answered by saying the option to chat will disappear if "chat" is overly busy. 

     

    -Lauren

                       QUESTION - Is that true?   It used to be that you would simply be put in a queue and be told what your number in line was.  IMO - that's a better option than randomly removing chat as an option.

  • 10. Re: Adding a line from my.t-mobile.com
    tmo_lauren

    The Contact Information link will queue depending on the time in queue, the gray tab is only there when a chat rep is available.

     

    We are evaluating the best way to handle our Chat link, and I will make sure to get this thread added to the feedback

     

    -Lauren

  • 11. Re: Adding a line from my.t-mobile.com
    rizzies

    Please make chat available to mobile userd

  • 12. Re: Adding a line from my.t-mobile.com
    smplyunprdctble

    Web chat is difficult for mobile users period.  Simply based on the technologies and the fact there's no standardizations around mobile browsers.

     

    I mean, if Flash is used for the chat application, that eliminates iPhone and newer Android devices from accessing it.

     

    Some JavaScript functionality doesn't work the same in mobile browsers vs full browsers (and vice versa).

     

    And, let's not go into the idea of an app.  Having to support multiple versions of multiple OSes is a pain

     

    So, writing a mobile chat at this point is probably a moot point.

     

    Now, when browser technologies become standardized for mobile devices, I see it happening.

  • 13. Re: Adding a line from my.t-mobile.com
    tmo_lauren

    smplyunprdctble wrote:

     

    Web chat is difficult for mobile users period.  Simply based on the technologies and the fact there's no standardizations around mobile browsers.

     

    I mean, if Flash is used for the chat application, that eliminates iPhone and newer Android devices from accessing it.

     

    Some JavaScript functionality doesn't work the same in mobile browsers vs full browsers (and vice versa).

     

    And, let's not go into the idea of an app.  Having to support multiple versions of multiple OSes is a pain

     

    So, writing a mobile chat at this point is probably a moot point.

     

    Now, when browser technologies become standardized for mobile devices, I see it happening.

    I will be sure to get this passed along as well

     

    -Lauren

  • 14. Re: Adding a line from my.t-mobile.com
    miket

    tmo_lauren wrote:

     

    smplyunprdctble wrote:

     

    Web chat is difficult for mobile users period.  Simply based on the technologies and the fact there's no standardizations around mobile browsers.

     

    I mean, if Flash is used for the chat application, that eliminates iPhone and newer Android devices from accessing it.

     

    Some JavaScript functionality doesn't work the same in mobile browsers vs full browsers (and vice versa).

     

    And, let's not go into the idea of an app.  Having to support multiple versions of multiple OSes is a pain

     

    So, writing a mobile chat at this point is probably a moot point.

     

    Now, when browser technologies become standardized for mobile devices, I see it happening.

    I will be sure to get this passed along as well

     

    -Lauren

     

          Lauren -

            Don't know if this is done already at TM - but many businesses (especially tech and service companies) use "focus groups" to not only beta test software and hardware - but to sit in a small group with 2 or 3 execs to discuss possible improvements and new ideas.  

           Eg.  A focus group for TM might include both heavy users, light users, business, personal users etc.  A more "focused" group might just consist of business users.   Some would be more tech savvy like "Simply", others would be users like me who just know the basics. 

            30 years ago, before Windows,  Wordstar was the dominant word processor for CPM and DOS.  I was in a focus group where people used it in law offices, professional writers/authors, financial offices etc.  

           That helps the company learn what features need help and which need to be added.

           [More recently I beta-tested the UMA feature for TM before it was released about 10 or 12 years ago.  We mainly followed specific tests to try out and report back.   I also beta tested the "hotspot at home" calling feature which was abandoned by TM a few years ago, but I think still supported for the people that have it.]   These tests were handled by a 3rd party company

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