Have to support the need for support email ;-). I have called T-Mobile support many times in the past month (first call was 27FEB2018) about 3 main issues and have several tickets open. 1. Unable to complete login to the support community - it was fixed today (finally) - yeah! (Always said that email is already in use..., etc.) 2. Unable to use the Contact Us "Message Us" (Engagement Window) option when logged in to my.t-mobile.com - always says "Your session has expired...". (still not working) 3. Since upgrading to T-Mobile USA Android app 22.214.171.124, I'm unable to use the app - worked (mostly) in the prior version (still not working). So I've called support many times and they have been very nice and have tried to be very helpful. I think I'm getting more help now after emailing the T-Mobile CEO, John Legere, where I heard back from a very nice and helpful "Specialist, Executive Response". Note that we discussed email support, which T-Mobile has tried in the past, but there were too many issues. And social media is not an option for me, as I consider it a "time suck", but more importantly, a privacy and security nightmare. Good luck!
Hey, sfware! I'm the one who reactivated your account today -- nice to meet you! Our platform deactivates after a lag in use -- an old colleague reached out to me to check out your login, but usually we receive these requests through another internal channel. I'm sorry about the delay!
Regarding the Message Us issues, is this happening across all browser types? Have you had a chance to clear your cache and cookies and try again? And just to confirm, you're logging in to MyTMO, then clicking Contact Us, then the magenta Message Us button, and seeing this error in the chat window that opens in the bottom right -- correct? This may be something that an internal team will need to file a ticket for, but if you can let me know what troubleshooting you've tried and the steps you're following I'm happy to at least check to see if there's a known issue -- we don't want you reaching out to file a ticket if the problem's already being worked on!
It sounds like you've spent a ton of time working on issues with the app as well -- am I reading correctly that you're now troubleshooting this problem with a member of our executive response team? If so, that's great -- but I am sorry that we weren't able to resolve this for you at the frontline!
Thanks for chiming in here to provide your feedback and the ask for a general support email address. It's 100% understood that social media isn't for everyone. It sounds like you've forwarded this feedback to the member of our executive team you're corresponding with as well, but we appreciate the time you've taken to post here! We do hear customer requests for an email address from time to time and are happy to forward them on. I can't say if we'll implement this kind of email support going forward, but it's worth passing the ask up!
Thanks, Marissa! I personally HATE timeouts and deactivations, but understand the need for them (but only by a little ;-). So after not having any major problems with T-Mobile for YEARS, I'm unable to utilize all support options when I do? Not good. I REALLY wish that the error message said "Your account has been deactivated - please email (;-) or call us to re-activate. Problem solved in minutes instead of weeks! I mentioned to at least one support person that my T-Mobile support community access needed to be refreshed or reset - should have used the keywords reactivated? Again, the error message(s) MUST be updated to correctly reflect the problem(s) - please fix this deficiency ASAP. The security "experts" like to say that it is best to obscure what the real problem is with access, but how's that working out for your? POORLY! But THANKS again for your help!
Regarding the "Message Us" being broken, note that I only use Linux - on my phone, laptop, servers, whatever - I don't do Winderz ;-). Also, I use NoScript. That being said, I have tried NoScript "Scripts Globablly Allowed (dangerous)" and fully disabled in my main browser (now Firefox Quantum for Linux 59.0.1). I have tried Chrome, Konqueror, and SeaMonkey, too. I have found posts from others with the same problem - I do not think that this is a browser issue - I think it is an internal T-Mobile system (account?) problem, possibly related to the app not working, too? Maybe not - unknown at this time - but I hope to see a resolution RSN.
I have the T-Mobile USA app "diagnostics" option enabled, and have asked the support folks "what do your system logs say"? No luck yet with that query, either.
Also, as a customer, I would like to view and/or update the T-Mobile "tickets", as there may be info. I could add and/or correct in the tickets.
I have seen many of your posts and updates - THANKS again for helping make things better! (My goal, too!)
Re: the keyword "reactivated" when you were contacting our internal teams -- it's a good call-out and example of a potential knowledge gap. Our internal teams have a document about Community login issues that directs an (internal) email to our team, but maybe we could make that more obvious in search returns somehow so that when a representative is searching in our internal database they find those steps more easily! I'll forward that one to our colleague who works with Search and see if there are opportunities we can recognize there.
I feel your pain re: generic error messages. I think that's a good point. I'm not sure if the generic error message came from platform integration now that our Community login is connected via SSO to T-Mobile ID, or if it was a limitation beforehand -- but I'll ask! When you were trying to log in, were you using the Legacy Community login, or the TMO ID login option? Was the error message you did see always the "email is already in use"?
Regarding the "Message Us" trouble -- did it work on Linux previously, and stop, or has this always been an issue? I saw on another post you replied on that you'd filed some tickets for your app trouble, and to be honest I don't know if these issues are related, but that would be a great inclusion in the tickets to ask the IT team.
And lastly, regarding external access to our ticket system, I have to say I can't honestly fathom that happening with the system we currently have. It was designed for internal use -- so a new platform would probably have to be built, or the existing one would need to somehow be retooled with a new security level. It would be really cool if these tickets could somehow link back to MyTMO, but I can't pretend even for a second that we're the guys who make those decisions (or can build out a projection of how that would work!). That said, it is a neat idea, and I can pass that along as well.
We definitely do want to make things better. I'd love to know if you were using legacy Community login or the TMO ID option, and if you could confirm that error message for me, that would be great! Thanks!
I tried both the legacy Community login and the TMO ID option. For the legacy, I also tried the forgot password option but never received an email so I gave up on that and focused on the TMO ID (which I prefer anyway for SSO). I called and opened a ticket for the Community access problem regarding the use of my TMO ID. The key would be having the login error message say you need to be reactivated and how to (easily ;-) get it reactivated. The error saying that the email id is already in use was not helpful (but correct ;-). I have screenshots if you're interested.
As I haven't had any major issues with T-Mobile for years (hence the community support deactivation ;-), I'm not sure when the TMO Message us started always saying Your Session has Expired, but I have seen posts from others with the same or similar problem (which still exists, BTW). I think it used to work from Firefox for Linux, but cannot be 100% certain. And note that Message us DOES work from Firefox for Linux if I am not authenticated with my TMO ID (for guest browsing of phones and plans, etc.).
Regarding the trouble tickets, just as I and others have seen, they are "problematic", as are almost all support options. I may call 611 and try to get a status on all of my open tickets, but the Executive Response team Specialist plans on calling me Wednesday, so I will wait until after Wednesday if a call is warranted. Having at least the trouble tickets listed with a subject or description of each on the TMO account page (or working app page ;-) would be very nice. Note that I used to do IT trouble tickets as part of a long career in IT doing system administration, so I can relate.
I have seem many posts here and elsewhere that indicate that some sort of TMO email support is desired and warranted. The email I sent to the TMO CEO seemed to get good traction when I was only able to call TMO support (as the TMO app is/was not working, Message us is/was not working, social media is too evil for me (read any good articles about that lately ;-) and Community support was not working but now it is - thanks!).
Thanks again, and take care,