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  Re: my.t-mobile.com Issues Unresolved After 2 Months

  magenta6635649 Dec 3, 2018 7:55 AM (in response to tjd007)

  • Member Since: Oct 28, 2018

  I have the exact same problem.  I have both a tablet plan and a pay as you go cell phone plan and the site has been down for months.  I constantly says to try again later.  I called T Mobile about a month ago and they said they were having problems with the web site.  But FOR 2 MONTHS?  SERIOUSLY?  One of the 4 major phone carriers and they can't get someone who knows how to fix this problem?  Absolutely outrageous and unacceptable. The CEO should be fired for this horrific customer support.
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    Re: my.t-mobile.com Issues Unresolved After 2 Months

    rob-beach Dec 4, 2018 2:09 AM (in response to magenta6635649)

    • Member Since: Dec 4, 2018

    I have the same problem for a week now... I haven't bothered to call support because I doubt they will have an answer.

     

    I have serious concerns that this is part of a security breach at T-Mobile in August 2018.

    T-Mobile data breach FAQ: What happened, how it affects you, and what you should do now | PCWorld

     

    While T-Mobile states in the above link... "customers will be notified..."

    The reality of the situation is that the "customer" is usually the last to be informed in a timely manner.

    AND... if there is another security breach... or part of the initial...

    Notification to the user, is the last link in the chain of correction.

     

    This is the empirical evidence in all known security breaches... from Equifax on down to the smallest retail companies.

     

    The full extent of the security breach may only be released years after the fact.
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    Re: my.t-mobile.com Issues Unresolved After 2 Months

    riddnic Dec 7, 2018 6:23 PM (in response to magenta6635649)

    • Member Since: Oct 20, 2018

    Two years for me!!!
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  Re: my.t-mobile.com Issues Unresolved After 2 Months

  magenta7006952 Dec 5, 2018 4:25 AM (in response to tjd007)

  • Member Since: Dec 5, 2018

  T-mobile website has been horrible for years and now does not even work. I am switching.
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  Re: my.t-mobile.com Issues Unresolved After 2 Months

  tmo_chris Dec 7, 2018 8:19 AM (in response to tjd007)

  • Member Since: Nov 19, 2011

  Hey folks! I am so sorry you all have been having issues with your online accounts. We have been seeing some issues with the site but the errors that you all have been posting are not something that we are already working on. If these issue persist on multiple browsers, we are going to need to speak with you individually to have our web support folks look into this. Please call us when you have a moment.
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    Re: my.t-mobile.com Issues Unresolved After 2 Months

    magenta6635649 Dec 7, 2018 9:02 AM (in response to tmo_chris)

    • Member Since: Oct 28, 2018

    I just called technical support and they told me they ARE AWARE of this problem and their technical team is working on it but no idea when or if it will be resolved.  He said it has been affecting pre-paid customers and perhaps others as well.  In fact, I can't even use the T-Mobile Android app to access my account because everything is blank and no data is being populated.  So both the web site and the app are unavailable to customers.  This is truly ridiculous for a major carrier and is poor customer service.  This problem may never be fixed. The only work around is that I was sent a list of hash tag codes for some of account features. 
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      Re: my.t-mobile.com Issues Unresolved After 2 Months

      dc5fan Dec 9, 2018 3:54 AM (in response to magenta6635649)

      • Member Since: Sep 16, 2017

      I have the Pay As You Go $3 a month plan. A couple of days ago I updated the my T-Mobile app to version 7.5.0.48 . I tried the app just a couple of months ago. I logged in and VOILA! I'm in like Flint. It seems to load up faster, and going through the different pages it is quite quick. So in the past day or two something has happened. I'm not countinting  my chickens yet. I would first uninstall the app, then go to the Google Play Store, and download/reinstall the app.
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  Re: my.t-mobile.com Issues Unresolved After 2 Months

  tjd007 Dec 7, 2018 9:12 AM (in response to tjd007)

  • Member Since: Nov 21, 2018

  After talking with a bunch of different people on their customer support lines, someone found the issue, or at least something that fixed the problem for me. None of the numbers associated with the account were listed as the "primary account holder", which meant that neither of us (two lines) could see any of the account details, even though we could log in. Since I have previously logged in and managed my account, I can only assume there was a patch at some point that removed "primary account holder" status from both of my line numbers.

   

  I suggest others call and see if they can check on that, and if it resolves the issue.
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    Re: my.t-mobile.com Issues Unresolved After 2 Months

    magenta6635649 Dec 7, 2018 10:00 AM (in response to tjd007)

    • Member Since: Oct 28, 2018

    I talked to tech support again and the problem is that I have 2 lines using the same email account.  One is for my cell phone and one is for a tablet data plan.  Apparently there are internal problems using the same email address for these multiple phone numbers and supposedly technical support is trying to resolve these issues so I don't have to use a separate email address for each phone number.  That seems to be the reason why I can't access my account through the my.t-mobile.com site.  I can access my tablet data plan through the min.t-mobile.com site.    Hopefully they will get this fixed some day so I can have ONE email address for multiple lines.
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      Re: my.t-mobile.com Issues Unresolved After 2 Months

      magenta7006952 Dec 7, 2018 5:31 PM (in response to magenta6635649)

      • Member Since: Dec 5, 2018

      I also have two accounts and one email so that could be the problem I guess.

       

       

      Sent from my iPad
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    Re: my.t-mobile.com Issues Unresolved After 2 Months

    rob-beach Dec 8, 2018 7:55 AM (in response to tjd007)

    • Member Since: Dec 4, 2018

    I have separate emails for each phone.

    So that wouldn't be what is causing my problem..
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    Re: my.t-mobile.com Issues Unresolved After 2 Months

    rob-beach Dec 8, 2018 7:57 AM (in response to tjd007)

    • Member Since: Dec 4, 2018

    Primary Account Holder.

    Four days ago they said they fixed that issue with my account.

    But still today... if shows as "No Primary Account Holder."

     

    In actuality I had designated one of my phones as the "Primary.." many months ago.
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  Re: my.t-mobile.com Issues Unresolved After 2 Months

  magenta5285210 Dec 8, 2018 10:57 PM (in response to tjd007)

  • Member Since: Jun 20, 2018

  I'm running into this problem too. I need to upgrade my prepaid data plan because my iPhone decided to eat 4 GB of data in one day, and I'm now throttled. Unfortunately, the quickest workaround is to leave T-Mobile and head to a different provider.
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  Re: my.t-mobile.com Issues Unresolved After 2 Months

  magenta1346164 Dec 19, 2018 4:15 PM (in response to tjd007)

  • Member Since: Apr 29, 2017

  I have 3 prepaid accounts with same email. I tired to login so many times with different browsers with different computers, but still not successful reach my accounts information. Contacted them was not helpful at all.  I had this problem in last 3 months.
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  Re: my.t-mobile.com Issues Unresolved After 2 Months

  vaughant Dec 29, 2018 7:53 PM (in response to tjd007)

  • Member Since: Dec 29, 2018

  This bug has been going on for at least 2 months.  When I login I see my three lines as normal but when I select any one of them I get the following sceen:

   

  

   

   

  I reported this website bug to tech support on a landline phone.  The tech support person tried it on her computer and she saw the same error so she submitted a tech support "ticket".  This bug prevents customers from refilling their prepaid phones on the web.  It also prevents customers from determining how many minutes remain and when they expire.   This is a serious bug that is causing t-mobile to loose money and customers.  T-mobile if you value your customer, please fix this very annoying website bug.
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    Re: my.t-mobile.com Issues Unresolved After 2 Months

    tmo_chris Jan 2, 2019 7:51 AM (in response to vaughant)

    • Member Since: Nov 19, 2011

    vaughant - I am glad to hear that you contacted us to get that ticket filed. That is going to be the best way to get this resolved for you.
    

     

    markalan1958 - I am terribly sorry you have been having so much trouble with the site! Do you know if this happens on multiple browsers?
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      Re: my.t-mobile.com Issues Unresolved After 2 Months

      markalan1958 Jan 4, 2019 5:31 PM (in response to tmo_chris)

      • Member Since: Jul 18, 2018

      I have had other browsers besides Google Chrome since I started with TMobile, always have had trouble with TMobiles website. Soooo many different issues. We should do lunch, I can show all the different issues I've had. Too many to even list.

          On Wednesday, January 2, 2019, 9:51:40 AM CST, tmo_chris <no-reply@t-mobile.com> wrote: 

       

        #yiv1675393381 * #yiv1675393381 a #yiv1675393381 body {font-family:Helvetica, Arial, sans-serif;}#yiv1675393381 #yiv1675393381 h1, #yiv1675393381 h2, #yiv1675393381 h3, #yiv1675393381 h4, #yiv1675393381 h5, #yiv1675393381 h6, #yiv1675393381 p, #yiv1675393381 hr {}#yiv1675393381 .yiv1675393381button td {}

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      my.t-mobile.com Issues Unresolved After 2 Months

       

      reply from tmo_chris in Account & services - View the full discussion

       

      vaughant - I am glad to hear that you contacted us to get that ticket filed. That is going to be the best way to get this resolved for you.

       

       

       

       

      markalan1958 - I am terribly sorry you have been having so much trouble with the site! Do you know if this happens on multiple browsers?

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      Reply to this message by replying to this email, or go to the message on T-Mobile Support

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      • 

        Re: my.t-mobile.com Issues Unresolved After 2 Months

        tmo_chris Jan 7, 2019 7:19 AM (in response to markalan1958)

        • Member Since: Nov 19, 2011

        Thanks for clarifying! It does sound like there is something going on with your account on the back end. We would need to get a helpdesk ticket opened for this specific issue. If you have a Facebook or Twitter account, you can also message our T-Force team using the links in my signature. They will be able to access your account and see what specifically is going on and get the ball rolling on this ticket.
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          Re: my.t-mobile.com Issues Unresolved After 2 Months

          markalan1958 Jan 9, 2019 2:19 PM (in response to tmo_chris)

          • Member Since: Jul 18, 2018

          "If you have a Facebook or Twitter account, you can also message our T-Force team using the links in my signature."

          I don't even know what that means or how to do it.and I just checked and am still getting the same error message when I try and access my account

           

            |
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            Re: my.t-mobile.com Issues Unresolved After 2 Months

            tmo_chris Jan 9, 2019 11:13 AM (in response to markalan1958)

            • Member Since: Nov 19, 2011

            Sorry about that. Looks like you are replying via email so my signature here on the community would not be visible to you.

             

            Here are the links to our T-Force folks that will be able to pull up your account and see what is going on.

             

             

            T-Mobile Help (@TMobileHelp) | Twitter
            https://www.facebook.com/TMobile/ 
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              Re: my.t-mobile.com Issues Unresolved After 2 Months

              markalan1958 Jan 9, 2019 2:18 PM (in response to tmo_chris)

              • Member Since: Jul 18, 2018

              I canceled my ZTE internet device account after spending an hour on the phone with technical support in the Phillippines and getting absolutely nowhere.Your website sucks and your support crews suck.2-3 years of the same issues, never resolved.I'll be looking for another phone company
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  Re: my.t-mobile.com Issues Unresolved After 2 Months

  markalan1958 Dec 29, 2018 11:44 PM (in response to tjd007)

  • Member Since: Jul 18, 2018

  "

  We are currently having trouble with your request. Please wait a few minutes and try again."

  Worst website ever. That message has been popping up all weekend. Issues with the site for 3 years. In the past, I've had issues changing credit card information and when I call to try and do it, get put on hold for 30mins to 2 hours, only to be transferred several times and have the issue unresolved. Just tried to do it by chat and chat was disconnected. Internet usage for my ZTE device various from days to hours. I'll check it 4 times an hour and hardly use any gigs, then the next hour it drains away quickly for no apparent reason. Worst website ever, worst company ever. I will be canceling service.