da1cjp

    I have been having this issue for over two months now in which I am unable to access my mytmobile.com account. i have opened several tickets with the support center and still no resolution. Also they have reset my password numerous times but every time i attempt to access my account I am getting the message, "Sorry, we are currently experiencing problems with our server. Please try again later.", even with the password that was given to my by the password reset email or text message I received.

     

    I really need to be able to access my account and thus very fustrating not being able to. Also, this issue is happening both going via a web browser (Safari, Google Chrome, Internet Explore and FireFox) as well as the app via my iphone and tablet.

     

    Does anyone have any insight into this issue and how to get it resolved?

     

    Thank you,

      All replies

      • snn_555

        Re: Unable to access My T-Mobile.com account

        Sounds like T-Mo needs to wipe you out and re-set you up instead of going round and round with the current account log in info.

        • htghtg

          Re: Unable to access My T-Mobile.com account

          Can you try using Google's Incognito Window to go to My T-Mobile? My first thought is the possibility of the cookies causing an issue. You can also delete my.tmobile's specific cookies if you don't wish to lose the others. Allowing the web browser to accept all cookies may also be a solution.

           

          Or I'm wrong entirely

           

          HTGHTG

          1 of 1 people found this helpful
          • tmo_mike_c

            Re: Unable to access My T-Mobile.com account

            Hey da1cjp.

             

            2 months of frustration is definitely no bueno. Were you able to try the suggestions above? Please come back and keep us posted. We really wanna make sure this gets taken care of.

            • brucem1001

              Re: Unable to access My T-Mobile.com account

              Glad I found these posts. I'm a new customer, and haven't been able to login with either a browser or the app. Thought it was just me.

              I've called several times, and have been advised a ticket is open. I asked 3 different tech support agents on 3 different days to try logging in as themselves ( assuming they had an account ). Each one had the same issue I had.

              Guess nobody cares, as fixing this doesn't seem to be very important considering tech support didn't even know the issue exists.

              Making we wonder if I made the wrong carrier choice.......

                • tmo_mike_c

                  Re: Unable to access My T-Mobile.com account

                  I understand where you're coming from brucem1001 . It's sad we've made you feel like no one cares, but I'm here to tell you we really do want to get this working for you. MyT-Mobile.com is a great tool and we encourage that our customers use it. When you're not able to, it's heartbreaking for us. You did the right thing by having tickets filed and I'm sorry this hasn't been resolved yet. I'm curious, how long ago did you file them? What were you told after you spoke with Tech Support? I'd just like to know so we can see if there's any more guidance we can offer here on the forum. Thanks.

                • tmo_marissa

                  Re: Unable to access My T-Mobile.com account

                  Hey, da1cjp and brucem1001. We just wanted to check back in with you and see if you'd had any luck logging into your MyT-Mobile accounts or if your tickets are still pending. How is everything going?

                   

                  - Marissa

                  • brucem1001

                    Re: Unable to access My T-Mobile.com account

                    Hi Marissa,

                    No, no luck logging in with any browser on multiple PCs, or using the tmobile app. I haven't had any communication from anyone regarding the ticket(s) opened describing this issue, so I'm unaware of it's status. I wasn't provided with a ticket reference #, so I can only mention that it was created using my mobile # ( primary ).

                    The 1st time I was transferred to Tech support during the 1st week of this month, I suggested the agent try logging in with their own ID etc. That's when I was told the same "spinning" circle was observed, and that tmobile had made some recent changes and the inability to access account info. wasn't limited to only yours truly. Same info. provided the 2nd time I was transferred to tech support about a week later. " Give us more time to fix this" was the answer. I'm patient, but as a long time IT pro, things just aren't adding up. I have to co-workers here in our IT dept, and both of them are able to access their accounts via browser or app.

                    The plot thickens, as I'm interested in getting the tmobile Personal Cellspot 4G LTE Signal Booster due to consistently having only 1 bar of LTE at the house. Seems I'd be better of addressing things one at a time.

                    • da1cjp

                      Re: Unable to access My T-Mobile.com account

                      Hi,

                      i'm still having the same problem trying to access my tmobile.com account, I just tried to access my account after calling the phone number to reset my password and was sent a text with my new temp password but when attempting to access still receiving the message, "Sorry, we are currently experiencing problems with our server. Please try again later.", how can you continue to experience problems with a server going on for 3+ months strong.

                       

                      Also, suppose to get a call back from tech support on Monday still no call back in regards to this issue. This is beyond frustrating in which have been a t-mobile customer for over 2+ years and cant do the simple thing as access my account online or via a mobile device.

                        • tmo_marissa

                          Re: Unable to access My T-Mobile.com account

                          Thanks for the updates, da1cjp and brucem1001 -- I'm sorry that the issue's ongoing for both of you. Trouble tickets are definitely the way to go to resolve login problems that can't be solved with a simple cache and cookie housecleaning, but I am definitely surprised (and not in a "free babysitting from the grandparents" kinda way) to read that our teams are still working on the problem for both of you, and worse, that your follow-up calls aren't coming in.

                           

                          Can either or both of you try reaching out to our online T-Force team through social media? You can hit them up via DM in Twitter or PM in Facebook and they'll be able to verify your account information and take a look at the tickets that were filed. At this point we want to make sure there was no user error on our side with the system to file the tickets -- if we goofed, they'll never move! Right now we don't have a known issue listed for MyTMO logins, but the problem may still be emerging. FWIW, I can login to both my personal account and the dummy TMO ID login I have for testing here in the Support Community; so I promise some people's logins are working... we just need to get you guys to this side of that line. Please let me know if you're able to get any new information after reaching out!

                           

                          - Marissa

                            • brucem1001

                              Re: Unable to access My T-Mobile.com account

                              Hi again Marissa,

                               

                              Yesterday 5/17/2017, I called tmo again, and spoke to another tech. Another ticket was submitted. This is the 3rd ticket submitted for the same account login issue since I signed up 4 weeks ago.

                              I've been an AT&T mobile customer for many many years, and I must admit the attention and prompt customer service is vastly superior with tmo.

                              But, I'm reminded of tech support through 3rd parties in India, where the bulk of the conversation is spent by the tech telling the customer " how sorry we are you are having this problem". Please don't misunderstand, tmo has been responsive and very cordial. But, the bottom line is it's been a month, and nothing positive has happened.

                              I'm not opposed to visiting my local tmo store, blowing the whole account away and signing up fresh again.

                              Can the local store do this? Considering I already have tmo sim cards, should I be charged a set-up fee again if I go this route?

                              Or, do you think I'd have better luck doing this by calling customer service?

                                • tmo_marissa

                                  Eeeek. I can't even begin to imagine what's been going on that this many tickets have been filed at this point. To be totally honest, the headache of cancelling the account won't likely resolve the matter, though I can see why at this point you'd consider it. To keep your numbers, you'd have to simply resume the same account after cancellation, and the billing experience after those changes won't improve the experience you're having; plus if the login issue is tied to your line it could easily just follow you and then you'd do all of this legwork without a resolution. We want to make this better, not worse. I think (or hope) that what snn_555 was referencing was a notion of scrapping your login and starting fresh; not the account as a whole.

                                   

                                  Was the representative you worked with this time able to see the previous tickets and responses? Were we able to recreate the issue on our side? You're still getting the same error message as the OP, correct?

                                   

                                  - Marissa

                                  • tmo_mike_c

                                    Re: Unable to access My T-Mobile.com account

                                    That's no good if you're still having trouble logging in. The ticket is the right way to get this fixed, but I'm surprised this hasn't been resolved yet. Is anyone in this thread still having trouble? If so, were you giving a ticket number from the rep that filed it for you? Another option you could try is reaching out to our T-Force team via the social links on our Contact Us. They're an awesome group of social media specialist that can take a look at the status of your tickets and see what's going on. Please keep us posted so we can make sure this gets taken care of. I'd like to thank everyone here for posting and letting us know about this.

                              • magenta1638022

                                Re: Unable to access My T-Mobile.com account

                                I'm still having problems being able to login on my windows 10 PC.

                                I find it very frustrating that the support department isn't working to resolve this issue, instead of making a comment to contact some other group on a social media site.  If T-Mobile doesn't have anyone capable of resolving the problem maybe they need to contact Microsoft to get help.

                                  • tmo_marissa

                                    I can appreciate the frustration, magenta1638022. Since the Support Community is a public user forum, Community Managers like me, tmo_mike_c, and our colleagues don't have the account access necessary to file a ticket for issues like these. The general logic we employ in referring users to T-Force is that in those channels, we do have the ability to securely verify your account details, and you're still able to interact online! You are also welcome to contact our Care and Tech teams over the phone to have a trouble ticket filed. We want to get any access issues resolved ASAP, so we need to direct customers having problems that aren't resolved with basic troubleshooting to have a ticket filed so that the matter is reviewed by the appropriate offline team.

                                     

                                    - Marissa

                                  • da1cjp

                                    Re: Unable to access My T-Mobile.com account

                                    Ok on May 30, 2017 I spoke to T-Force on messenger and after a while they was able to finally fix my logon issues I been having with mytmobile.com for over 3 months, I am successfully able to log into my account and view my account information like before I started having this problem, not exactly sure what they did on their end but I'm sure they had to unlink and relink my primary number as part of the process, there was a lot of troubleshooting techniques done, the rep I was working with seemed very knowledgeable and extremely helpful.

                                    • magenta1638022

                                      Re: Unable to access My T-Mobile.com account

                                      The biggest frustration is that i did contact support and they kept implying that i was using the wrong login ID and password.  Once I was able to prove that i knew and was typing the correct login credentials the tech passed me on to another tech which was to no avail.  I talked with three techs and the last tech said that it was my laptop and couldn't help.  I do agree that i may have a setting that needs to be updated i just need to know what the setting is.

                                      I added all the variations of tmobile to the trusted zones.

                                      Un-checcked the popup blocker

                                      added all variations of tmobile to the popup blocker

                                      I can also say that while i was talking to one of the Techs they were able to see me login on my tablet and phone and not when i was login in using windows 10.

                                      Since i see the page refresh after entering the correct login credentials and it then goes back to the login screens  means that the page that is supposed show sees something that it's expecting redirects my session back to the login in screen.

                                        • tmo_marissa

                                          I can totally see why that's frustrating, and I'm sorry to read that we made you feel like we were questioning your knowledge of your own account information! . It sounds like you've done a good bit of troubleshooting just intuitively, and the steps you've tried are the same ones that we would walk you through -- make sure the site's not blocked, check pop-ups, etc.

                                          I want to extend an apology here -- since we've only been talking about your OS, and not about your specific browser, we may have overstepped a critical piece of information. In the process of a little more digging in our internal systems issues list to check for any emerging outages with MyTMO access, to my surprise, in our "supported browsers" list, I found this information: T-Mobile.com supported browsers are IE 9+, Firefox 7+, Chrome 14+, Safari 4+; Note: Edge for Windows 10 is not supported at this time. If you're using Edge exclusively, then it sounds like we could have saved you some trouble a few weeks ago by calling this out. However, if you're having the same issue with other browsers that are on that list, then I think a Help Desk ticket for the access issue is in order. Are you only seeing the trouble with Edge? Have you had a chance to give FF or Chrome a try?

                                           

                                          - Marissa

                                        • magenta1638022

                                          Re: Unable to access My T-Mobile.com account

                                          Since I'm using Fire Fox 54.0 on a Windows 10 OS I should be able to login to my t-mobile account and someone should be able to tell me what I need to do to login to my t-mobile account, right?