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Community blog


OK, the word is out: T-Mobile is the fastest nationwide 4G LTE network. Well, guess what else got a lot faster too? The new T-Mobile app! Whether you're on the go or just don't want to get up from the couch, you can manage your T-Mobile account with just a few taps.


Postpaid customers can use the app to do any of the following:


  • Pay your bill:  Have questions about your bill? View and pay your bill with only a few taps. You can even make payment arrangements right from the app.
  • Check your usage:  Check your data, text, and minutes at no charge, even while roaming. If you're the primary account holder, you can also view usage for all lines on your account.
  • Upgrade your services:  Need more minutes? More data? It’s easy from the app.
  • Check your order status: Ordered a new phone or accessory and want to know where it is? Use the app to easily check your order status.
  • Manage Binge On™ for your streaming video:  Turn Binge On off or on to suit your streaming video needs.
  • Find a T-Mobile store:  Need to buy a new phone or accessory right away? Want to talk to a T-Mobile associate in person? Use the app to locate the nearest store.
  • Check device Health:  Run diagnostic and coverage tests to improve performance of your phone, and get useful tips on how to prolong battery life.


Sounds Great! What are the system requirements

To run the new T-Mobile app, you'll need the following:


  • A T-Mobile account and a T-Mobile branded smartphone with the latest software.
  • For Android devices: Ice Cream Sandwich 4 or higher or Gingerbread 2.3 or higher.
  • For Apple devices:Apple OS 8 or higher. iPads are not supported at this time.
  • For Windows Phones: Windows OS 8.1 or higher.


Get it now

Select your device's store to install the new T-Mobile app.






Still have questions? Learn more about how to use the T-Mobile app.

RTS_AskTMO_620x300_Hero_R2_03_400.jpgAnd we can prove it! You may have heard that according to J.D. Power our Customer Care is the best among the wireless carriers. Why? Because no matter what your preference, we’ve got a way to help you without the hassle of calling us up—and faster than you can say "Un-carrier".


Get account information on the My T-Mobile site

Sometimes you need to get a more detailed look at your bill, or you want to find out which joker is using all the data on your plan. Head over to My T-Mobile and see what else you can do—and all without talking to anyone:

  • Control how much data people on your account can use.
  • Locate your phone.
  • Upgrade your phone with exclusive pricing.
  • Report a lost phone.
  • Get Binge On™ and go crazy watching streaming video from participating services without using your data (on qualifying plans).
    Note: Detectable video typically streams at DVD quality (480p or better) with Binge On unless the video provider opts-out. You may disable Binge On at any time, but you will lose Binge On benefits.


Download the new app

Blog_app_itunes_300.pngThe T-Mobile’s app allows you to do almost anything that you can do over the phone or on our T-Mobile support sites. Which is great if you aren't near your computer or don't want to get up from the couch just to check your usage.


And if you like that idea, go here to install it.


Here's what you can do on the app:

  • Pay your bill: We take the headache out of paying your bill by giving you options. Use our fast one-time payment option or enroll in our automatic payment option, EasyPay..
  • Check your usage: Check data, text, and minutes at no charge, even while roaming. If you're the primary account holder, you can also view usage for all lines on the account.
  • Upgrade your services: Need more minutes? More data? It’s easy from the app.
  • Check your order status: Ordered a new phone or accessory and want to know where it is? Use the app to easily check your order status.
  • Manage Binge On™: Turn Binge On off or on to suit your streaming video needs.
  • Find a T-Mobile store: Need to buy a new phone or accessory right away? Want to talk to a T-Mobile associate in person? Use the app to locate the nearest store.
  • Check device Health: Our device health tool will make suggestions to improve your overall device performance, tell you which apps are using the most data and memory, and allow you to clear your cache and improve performance with a click of a button.


Look at our support site for device problems

Maybe you're the type of person who likes to read and figure out stuff on your own. Great! Visit our Support site and type in your question about phone troubleshooting, new plans you're considering, phone features, and much more.


Connect with us on your social sites

Getting help by contacting us on social is super-fast. Our great T-Force folks will answer almost instantly. Pick your favorite site and tap away!

  • Twitter: In just 140 characters or less, you'll be surprised how quickly you can get an answer.
  • Facebook: While you're Facebooking with your family and friends, head over to the T-Mobile page to get some answers--not just for you, but for your family and friends too.
  • Google+ Join the Google+ crowd to get speedy answers.
  • YouTube:  Visit T-Mobile's YouTube page to catch up on the latest news and learn a few things you never knew about using your phone.
  • Instagram:  See action photos of how to use your phone at home, on vacations, or anywhere.


Discuss a problem with our experts in the discussion groups

What's great about discussion groups is that you can tap into the thousands of customers and experts to ask questions and get answers. Call it an organized social network of experts and fellow customers who are experts in their own devices.


So where are these trusted customers and experts? Just join the community.


Talk to us directly

Of course you can call us. We'd love to hear from you! After all, our Customer Care was rated number one last year by J.D. Power.


See for yourself? Find the number here.


Chat with us in an IM

Don't want to talk on the phone? The next best thing to calling us is chatting with us. A chat session is like instant messaging. You'll chat with one of our experts and get the problem fixed now by our award-winning experts on the other side of the chat windows.


Visit one of our stores

Sometimes, you just want to talk to someone face-to-face or feel the phone in your hands before you purchase it. No problem! Find a store near you.

Community Managers.gifDoes the Support Community feel a little friendlier lately? Have you noticed a little more goofing around in the Magenta Lounge than usual? Or maybe you're seeing less of a deluge of "36 hour" messages around?  Heck, maybe the community just feels a little more, you know, communal? All of this (and much, much more) is all thanks to our brand new Community Managers: Lauren and MC!


Please join me in giving these two a warm welcome as they lend us their expertise to engage users and work to clean up the mean streets of the internet. Learn a little bit more about @tmo_lauren and @tmo_mike_c here, and make sure you say hello when you see them out on the Support Community!


Meet Lauren

Lauren Profile Pic.png
  • What phone are you using? Moto X, soon to be Nexus 5X.
  • Where do you live? Nashville, Tennessee.
  • What is your favorite word? Jubilation or rapture.
  • What is your least favorite word? Snack. I love what it represents, I hate the sound of it.
  • What makes you happy? All sorts of things! People who laugh, thoughtful people, the sunshine, puppies, cat pictures, the internet, video games, food.
  • What  makes you sad? Mean people, poor grammar, littering.
  • What profession other than your own would you like to attempt? Photographer, or something in radio. If I could just be Terry Gross or Ira Glass, that would be pretty cool.
  • What profession would you not like to do? Truck driving, only because I hate driving.


Meet MC

  • What phone are you using? Nexus 4 (Don’t judge me).
  • Where do you live? Colorado Springs is my “Wayne Manor”.
  • What is your favorite word? Cool.
  • What is your least favorite word? Moist.
  • What makes you happy? Going on new adventures.
  • What  makes you sad? Bad freestyle rap punchlines
  • What profession other than your own would you like to attempt? Voice actor and animator of my own TV show.
  • What profession would you not like to do? Zoo keeper.
MC Profile Pic.png

Wi-Fi CellSpot Router.pngYou may have recently received an SMS reminding you to complete the installation of your Cellspot Router. We've got some great information on this page that will show you the benefits of the CellSpot Router, a video setup tutorial, and even information on returning the router if it isn't for you.



Cellspot Router benefits

What's so great about your Cellspot Wi-Fi Router? For starters, it’s like having a personal T-Mobile tower in your home, delivering maximum in home coverage. You’ll enjoy:

  • Incredible coverage: Uses your home internet to covers approximately 3,000 square feet on average and helps ensure a strong, consistent Wi-Fi signal as you move around your home
  • Call prioritization: Includes specialized firmware that prioritizes T-Mobile calls over regular data traffic to provide a premium Wi-Fi Calling experience
  • Plug and play installation: The Wi-Fi CellSpot Router can replace your existing router or can be added to your current home network



Setup video

When you’re ready to take your coverage to the next level, follow the instructions in the setup video to complete your installation. If you need this video in Spanish, click here.




Avoid equipment fees!

Still not sure if the CellSpot Router is for you? It’s easy to return the device by following these simple steps. Please be aware that if you ever wish to cancel service and don't return the router, there will be a $99 non-return fee. To avoid this fee, it’s best to return the device now if you do not plan to use it.


If you need any additional help or info, be sure to check out the Wi-Fi CellSpot Router support page or contact us.


This device may access an unsecured Wi-Fi network which could impact your data security. See T-Mobile.com for details and restrictions including important 9-1-1 and security limitations. Property of T-Mobile USA, Inc. Not For Resale. Damage fee may apply. Qualifying wireless service, compatible phone & broadband Internet connection required for Wi-Fi Calling. May require plan change. All data, messaging and other services billed according to your regular rate plan and other pricing.


Update (10/30/2015):
We're currently experiencing waves of random spam attacks so all of the below will apply. We'll try to make the experience as painless as possible but there may be higher than normal posting delays. As mentioned below, if your question is urgent you can always check out our Contact Us page for more direct channels for assistance.

Spam. The scourge of your inbox. Everyone, and every website has to deal with it! Websites even set up defenses to hold back the ever present danger of foreign princes and little blue capsules.


We're one of those sites that are always working hard behind the scenes to battle the spammers and keep them from posting in our Support Community, but every now and then they get crafty. When this happens we make sure to scoop these posts out as soon as we can, but you might have noticed some spam out there recently. Due to this, we've temporarily changed a few things until we can get our spam-blasting auto defense turrets online. Thanks for bearing with us while we clean up the mean streets of the Support Community, and as a rule, just don't send anyone your bank account number.



Posting delays

You may have noticed that some of your questions and replies aren't posting immediately. Or, if you are brand new to our community (welcome, by the way! It's not like this all the time, we promise) you might see your new registration showing as pending. This is to help us cut down on the spam posts until we're back to normal. We apologize for the inconvenience this can cause while you're looking to hang out with other T-Mobile customers and get their help, but it is only temporary.



Reporting spam

If you're out there posting away and you see a big ol' heap of spam creeping out there, help us out by reporting it! Just click this little button to send the offending post off to e-prison.

Report Abuse.png


Immediate help

If you need more urgent assistance with your account or need to contact someone at T-Mobile please contact us! Even if you don't feel like picking up the phone, we've got plenty of options available to get you some help.


The new T-Mobile Support

Posted by tmo_joshua Nov 17, 2014

T-Mobile Support is your home for answers about T-Mobile products and services.


Our support site is awesome. You can:


  • Check out support articles.
  • Get updates and tips through blogs.
  • Join the conversation by visiting our customer community.


On November 18, we'll launch a new site. You'll still be able to do everything you can now, only easier and faster.


Pictured below is a sneak peek of the new home page:





What's new with T-Mobile Support

We've added new tools that allow you to navigate the site with ease:


  • Top navigation bar. The top navigation allows you to access any one of our main areas on Support: Account, Billing, Coverage, Phones, and Plans. From the menu, you can access support documents, visit the community, or check out the blogs for that particular topic.
  • Side navigation bar. The side navigation is present on all of our topic pages. You can use it to access sub-topics, or jump to another topic in the site.
  • Additional resources. Couldn't find the information you needed? At the bottom of topic pages, and even support documents, you'll be able to ask your question to our customer community. We'll also link you to our contact information, where you can ask T-Mobile over the phone, connect with us on your favorite social network, or visit us at a store.


All these changes have been based on your feedback. We value what you tell us, so take a look around and let us know what you think.


Pillars of the Community

Posted by tmo_joshua Nov 3, 2014

Pillars of the Community

Champion of the people, good Samaritan, or as we like to call them: Pillars of the Community.  Who are they and what do they do? Read on to find out more about the most helpful members of the Support Community. 


What is a Pillar of the Community, exactly? We're glad you asked! Pillars are the chosen few members of the Support Community who are the most knowledgeable, helpful users who know how to play by the rules and have fun doing it.


How are Pillars chosen? Pillars are selected periodically from our most active users based on their interactions with other users. When we notice someone going above and beyond, we reach out to see if they'd like to join the illustrious Pillars of the Community.  We're looking to add even more Pillars soon, so get out there are post away!

Mobile browsing improvementsHey Support Community!


Browsing the web from your mobile device has come a long way and is only getting better. With the enhancements in smartphone and tablet browsing we're happy to announce a new, uniform browsing experience between desktop and mobile users in the Support Community!


Starting August 11, when accessing T-Mobile Support from a mobile device you will be directed to our full site, just like you see on your desktop or laptop!



What's new?

Our new and improved mobile browsing experience will allow for full navigation of T-Mobile Support as intended, and includes the ability to:

  • Register
  • Browse by space and device
  • Modify your profile, password, posts, and avatar
  • And much more!


Happy browsing!

So you're searched our extensive support documents, asked the Community your question and still need help? Well have no fear, because we've got plenty of ways to get in touch.


Check out our contact options below, and when you're ready, head on over to the Contact Us page.

Contact us if you need more help



Ways you can contact us

Live chat:

  • Don't feel like picking up the phone? When chat representatives are available, you can get professional support online without even having to pause that YouTube video.

Social media:

  • Speaking of the internet, why not use that Facebook page to get some help while you're liking all of those cat pictures your sister can't seem to stop posting?

Customer service:

  • If you just need to talk to someone on the phone, and the pizza guy just doesn't know how to get your text messaging to work properly, give us a call. We'll get you up and running, but can't help with dinner.

Find a store:

  • Sometimes a hands-on approach is needed. Find the closest T-Mobile store and get the added bonus of picking up that sweet new phone case you've had your eye on while you're there.

Send a letter:

  • If for any reason you want to take the "e" out of e-mail, you can send us a good old fashioned letter. Plus you can finally use those stamps! If you can just remember where you put them...

Contacts is now retired

Posted by tmo_joshua Jul 10, 2014

Contacts is now retired

Contacts was a free service that allowed you to backup up to 5,000 contacts on a secure T-Mobile server. Contacts has now been retired,


If you stored contacts on your phone, don't worry, they are still there and will remain on your phone. But what happens if you lose your phone and haven't backed up your contacts? Without a backup, your contacts will be lost forever. Don't worry, you have options for backing up your contacts.


There are two popular options for backing up your phone:


  • Many popular email services offer contact storing services. If offered, you can backup your contacts online.
  • You can backup your contacts with a third-party app. Keep in mind, third-party apps are not supported by T-Mobile.


Newer phones offer lots of storage space. You can visit our phone how-to guides to learn how to store contacts on your phone. Keep in mind, if you lose your phone, your contacts will be lost as well. We strongly recommend you backup contacts with a cloud or email service.


Get help with your rebate

Posted by tmo_joshua Jun 20, 2014

If you need help with your rebate, we got you covered! You can request a rebate by mail or online at our T-Mobile Rebates page.


Keep in mind all rebates can up to 8 weeks from the time of receipt. Once your rebate card is processed, you'll receive a prepaid card for the rebate amount.

Get help with your rebate



Request a rebate

  1. Visit the T-Mobile Rebates page.
  2. Fill out the appropriate rebate section and click search.
  3. Make sure the mailing address matches the billing address on My T-Mobile.
  4. After reviewing the terms and conditions, follow the on-screen instructions.



Check the status of your rebate

  1. Visit the T-Mobile Rebates Status page.
  2. Enter your information and click the Check status button. Keep in mind, processing can take up to 8 weeks from the time of your request.


Need more help with your rebate? Visit the T-Mobile Rebates page.

Roam if you want to, roam around the world! But do us a favor—leave the roaming fees at home.


Being the Uncarrier means not tying you down with a contract, and not tying you down to the United States! Wi-Fi Calling allows you to connect to a local wireless network to cut out the middle man, and save you a ton of dollars, rupees, pesos, or whatever else you might be spending while you trot around the world.


Using Wi-Fi Calling while you adventure across the globe, you can:

  • Receive calls from anywhere, for no charge.
  • Call back home to anyone in the US from anywhere in the world, for free.
  • And more! See Wi-Fi Calling FAQs for a complete breakdown.


Sound too good to be true? It's real, we promise. So just remember that if you're planning a getaway, make sure you visit the 802.11 before you leave the 90210.



Need help getting started with Wi-Fi Calling?



Want more great Wi-Fi Calling setup and help videos? Find 'em here: Wi-Fi Calling setup videos.


How @mentions work

Posted by tmo_phillip May 30, 2014

What exactly is an @mention?


We're glad you asked! While the @ or "at sign" has seen a bit of a renaissance lately due to everyone's favorite 140 character or less social media service, it has actually been around for quite some time. Here in the Support Community, we're even making use of this little guy, although you might not know it yet!


Placing an @mention of another Support Community user not only lets them know you're talking to them, but also creates a link to their profile page! They're super easy to use, and handy as all get out. You can even use @mentions to create quick links back to content you've recently viewed, like so! Word Association




How can I get in on the @ction?

Just follow these simple steps to start slinging @mentions in the Support Community:


  1. In a question or discussion, type the @ symbol and start typing someone's name.
  2. An auto-complete box will help you complete the person's name.
  3. You'll see their name next to a message icon like this: tmo_phillip.
  4. Finish typing the rest of your question or discussion, and post!
  5. Whoever you mention will now be notified, depending on their preferences.

Why cell phone signal fluctuates

Ever wonder why signal bars on your phone go up and then down when you haven't moved?


Signal fluctuation happens with every wireless network and may occur due to several factors:


  • Weather
  • Radio interference
  • Phone software
  • Tower proximity


Phones also some times switch from one tower to another tower without changing location. When this switch occurs, you may notice a change in signal bars on your phone.


Tips to limit signal fluctuation:


  • If you move to another room, or closer to a window, the signal strength may increase and limit fluctuation.
  • If your device supports Wi-Fi Calling and you have Wi-Fi in your home, we encourage you to use this service as a solution.

Tips to prevent phone theft

Posted by tmo_joshua Dec 15, 2013

We know how important it is to protect your investment. Your phone's security features offer the best protection. Once you turn on your phone’s PIN or security code, only someone who knows the code can access your phone. For information on setting up a PIN or lock code, check out our device tutorials—just find and click on your phone to get started.


Tips to prevent phone theft

Here are some other options to consider: