All replies
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Hey, qservices! Are you still having trouble with this? Do you happen to know if you've Set up line permissions to establish your line as the Primary Account Holder on MyT-Mobile? You would have needed to confirm some details about the Billing Responsible Party when you completed your login registration -- do you remember having done some additional steps?
- Marissa
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Yes, I am set up as the Primary Account Holder but not able to change webguard restrictions.
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Whoa, that's unusual, I'm so sorry! In that case, we'd need to have you Contact Us so that a team with account access can verify your details. We'll want to get this switched manually for you, and also file a ticket for the web issue -- if you're established as the PAH and the site's not allowing you to make the change, then that's something we'll want reported to our IT teams. Thank you!
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Thanks for reply.
Actually, I contacted the customer service before I posted here.
I was told that the service rep was not able to see the webguard service on her end, although I was able to see it in my online account.
This is why I posted there.
Anyway, I will contact again soon.
Thanks.
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Holy moly, that's even more bizarre! Have you noticed that there are sites you're not able to visit? I'm wondering if it's just a glitch with the website, reporting WebGuard when there actually isn't one active at all. It's been a while since I tested the Child web guard restriction, but IIRC you wouldn't be able to access social media with that type of guard on the account. Have you had trouble getting into any sites like that?
- Marissa
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Hello Marissa,
Thank you for reply.
The current setting is "NO Restriction" so I am able to access all websites, I believe.
However, I want to change it to "Child" for my daughter's line but am not able to do it.
Interestingly, I am able to change it for the line that I added most recently (Dec 2017).
However, I am not able to do it for existing 3 lines (my daughter's line is one of existing 3 lines).
Moreover, the website does not allow me to add services (e.g., Scam block and Block content downloads) for existing 3 lines. (For the most recently added line, I was able to add).
Thank you.
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That's incredibly odd, qservices. Since one of your lines is working and the other isn't, a ticket needs to be filed with our Engineers. It doesn't sound like you had much help through Customer Care. I recommend reaching out to T-Force. They're our All Star social media team whom can securely access your account to see what's going on as well as file the ticket for you. On top of that, you can link them to this thread so you don't have to repeat all of the details. You can contact them via Facebook or Twitter by clicking the icons in my signature. Give that a shot and let us know how it goes.
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Hey!
Have you had the chance to reach out to our T-Force team and get a ticket filed? Please let us know. Thank you.
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Hello,
Thank you for your reply.
I just sent a message using a Twitter.
Is that what I am supposed to do?
Thank you.
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Yep. You can use Twitter or Facebook. You'll just want to make sure you go through social links on my badge below or the one on our Contact Us page.
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Hey there! If you're logged into your Twitter account and click this link: T-Mobile on Twitter, that will take you to T-Mobile's Twitter account. From there you can send a tweet to us asking for help, and a member of T-Force will pull you into a Direct Message conversation. From the DM platform, we can securely verify your account and then take a look at what's going on in the back end. Hopefully we should be able to set up the desired WebGuard for your daughter *and* get a ticket filed for you to report the issues you're having completing the steps on MyT-Mobile.
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Hello Mike and Marissa,
Thank you very much for your help.
I have been issued a ticket number.
Have a good day!
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Hey, qservices! I know tickets for web issues can take some time to resolve (typically 5 business days), but I wanted to check in here nonetheless. How are things going? Was our internal team able to go ahead and set things up for you on our side while we're waiting for these permissions issues to be corrected?
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Hello,
Since the ticket was issued, have not heard anything yet.
Still waiting.
Thank you.
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Thank you for the update, qservices! Have you heard anything yet? You should hear something no later than Monday. *fingers crossed*
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Thank you for asking.
Not yet, unfortunately.
Hopefully hear by Monday.
Have a nice weekend!
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Aww well, thank you for letting us know! I hope you have a great weekend as well and we'll hopefully chat more on Monday.
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I imagine you're still waiting and we appreciate your patience. We really wanna see this through to the end and make sure this gets taken care of so please let us know when you hear something. Thanks!
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I will when I hear.
Thank you.
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Have not heard anything yet.
Am I supposed to hear via e-mails?
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I wouldn't imagine you'd get an email unless the T-Force rep specifically said something about reaching out to you that way. When you messed them, did they mention anything about following up with you on the ticket?
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Other than the complaint ID, I was not given any specific instructions or explanations about the follow-up.
Just waiting to hear, hoping it is resolved soon.
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Hmm, well it looks like it's been a few days since you mentioned filing a ticket. It might be a good idea to send off another message our T-Force folks again to see if can give you some info about it. I hope this gets resolved so let me know what they tell you.
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I will send a message.
Thank you.
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I contacted the T-force as you suggested.
They let me know the status, which was The technician left these comments Resolution Comments This is a known issue. "Web Guard cannot be added via the T-Mobile App at this time. Customers should use My T-Mobile or contact T-Mobile Customers Service to add the service."
However, I did not think the technician correctly addressed my concern so gave them details again.
Then, the T-force agent understood and tried to fix it on their end, but found out that it could not be fixed right away.
So, they filed another help desk ticket and said it would take another week.
Will keep you updated once I hear back from them.
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I appreciate the update, qservices! I'm glad you pushed back a bit and T-Force was able to fully understand the issue. Hopefully the new ticket that was filed will do the trick. Do you happen to have the help desk ticket number that was filed on your behalf?
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Thank you for reply.
Yes, I do.
Do you need the ticket number?
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Perfect! Yes, that'd be great. I'd be able to take a look and make sure it was filed properly.
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Ticket number is 18589177.
Thank you.
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Hi there!
I searched that ticket and found a record of it being filed. I was informed that it is being worked on and we should have more specifics on a resolution by the 24th. I know you've been waiting already and we appreciate that but if you can allow us to work on this until then, check it out again for more info after that.
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Thank you very much for checking it out.
Hopefully can be fixed.
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Just letting you know we are still researching the ticket and haven't forgotten about this.
-Lauren
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Thank you for the update.
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Hey qservices , I'm just here to give a quick update. The ticket has been escalated to another team for some additional help to get this resolved for you. My apologies this has been giving you trouble, but it's still being worked on.
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Hello MC,
Thank you for the update.
Wondering if my bill is related to this problem.
Haven't received the bill yet although should have received by now.
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Hmm, that's strange. This really wouldn't have anything to do with the bill. Do you have paperless billing or do you receive it in the mail?
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I have paperless billing and usually receive the bill before 25th each month (my billing cycle ends on 20th each month).
This month, not received the bill yet and the balance is still zero.
So, wondering if not receiving a bill has anything to do with the ticket.
I will wait for a couple more days.
Thank you.
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1 of 1 people found this helpful
Hello,
It seems that the issue has been resolved.
Now, I can change settings.
Thank you very much for all your help.
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That's great to read! Thanks for coming back to let us know -- hopefully it doesn't crop back up, but if there's anything else you need, please don't be a stranger!
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Thank you very much.