I am here to help as much as I can

[tmobileman]

Originally Posted by Kulacoco

Thanks guys!! I'll give it a shot! Just waiting to get out of jail from cingular on June 13th after 2yrs.

little known fact if you port your number within 30 days from the end of your contract the company has to offer you a buyout....i.e. tmobile does it this way

say your plan is 39.99, lets say you cancel with 20 days left on your contract by porting out, we offer if you call and ask to take your etf...200.00 and prorate what you would have paid for your monthly service fees for the next 20 days....39.99 divided by 30 days multiplied by 20 = 26.60...200 etf minus 26.60 173.40 so we end up crediting 173.40 of your etf and you pay us 26.60 to fulfill contract Cingular should have a similar option...I believe in CA it is required with the california bill of rights...Just FYI

[1much]

I have a samsung j600 that i got from a friend that he entered wrong codes in now its saying Phone lock return for service can someone plz help i would appreciate it very much... my addi is REMOVED

[tmobileman]

you will have to contact samsung or your friend can contact his carrier to see about getting the phone unlocked.

[vaccine]

Hi Tmobileman,

I am going month to month on t-mobile. I want to extend my contract for 1 year and get a new phone. Is it possible? How much will a Samsung Katalyst or blackberry pearl cost me?

Thanks in advance for information.

[tmobileman]

Originally Posted by vaccine

Hi Tmobileman,

I am going month to month on t-mobile. I want to extend my contract for 1 year and get a new phone. Is it possible? How much will a Samsung Katalyst or blackberry pearl cost me?

Thanks in advance for information.

yes this is very possible one year pricing is available over the phone and usually in most tmobile direct stores, and what you're looking at for cost is for BB Pearl 8100 about 167.99 + tax for the BB Pearl 8120 that is Hotspot@home capable it will be about 200 with one year contract Katalyst, it should be about 117.99 but right now the Katalyst is free with a two year contract just FYI until end of june and it's hotspot@home compatible, all three are great models, also the BB Curve (which I like for the full Keypad is same price as BB Pearl 8120)

[vaccine]

Hi Tmobileman,

Thank you for the information.

For the Samsung Katalyst, on my account online, it displays 149.99 for a 2 year contract extension. Is there a difference if I call versus order online?


I really like that phone and if I could get it for free, I would definitely take that.

Thanks in advance.

[tmobileman]

Originally Posted by vaccine

Hi Tmobileman,

Thank you for the information.

For the Samsung Katalyst, on my account online, it displays 149.99 for a 2 year contract extension. Is there a difference if I call versus order online?


I really like that phone and if I could get it for free, I would definitely take that.

Thanks in advance.

Time for sad reality time...call in mention that you're thinking of going with another provider, all samsungs except the T819 are free for the month of June so I am not sure why you're mytmobile acct is not showing this, unless this is a over the phone deal only, this phone should be free. Call in talk to cust care, if they can't do it for free mention cancelling your acct, and they will transfer you to a member of the customer loyalty team and unless the special has changed since yesterday afternoon, it should be free for you with the 2 year contract but not with the one year deal best of luck to you, it is a nice phone for a samsung.

[Mobile Mike]

tmobileman, I've got a question for you...

How hard is it to shift a post-paid number to pre-paid? If it's possible, is it done in-store or can it be done on the phone? Also, are there any other provisos one should know before going forward with something like this?

[eray4444]

so our family has the 1000 family plan and i was wondering about long distance calls?
if someone out of the country(specifically in south korea) were to call,
and he IS using a phone card,
do my minutes still get used(or even used more)
or does it add more money, excluding the plan(if so, how much)
or does it only take away from the phone card that he is using?

[tmobileman]

Originally Posted by eray4444

so our family has the 1000 family plan and i was wondering about long distance calls?
if someone out of the country(specifically in south korea) were to call,
and he IS using a phone card,
do my minutes still get used(or even used more)
or does it add more money, excluding the plan(if so, how much)
or does it only take away from the phone card that he is using?

if youre receiving the call in the us it just uses your airtime according to your plan i.e. nights weekends, peak min you dont get charged anything extra to receive a long distance call from ANYWHERE

[tmobileman]

Originally Posted by Mobile Mike

tmobileman, I've got a question for you...

How hard is it to shift a post-paid number to pre-paid? If it's possible, is it done in-store or can it be done on the phone? Also, are there any other provisos one should know before going forward with something like this?

hey Mike yeah its not only possible but very easy here is the policy to the best of my recollection (i am on vacation):
no charge if out of contract (etf applies if under contract)
conversion takes about 24 hours
voicemail has to be set up again, (postpaid acct vm is gone after conversion)
no activation fee, if you convert back to postpaid after 90 days you pay a new act fee
youre given $5.00 worth of min to set up your vm, after conversion takes place you need to buy min (i recommend the $100 gold reward gives you 1000 min that are good for one yr)
you can use same #, same sim and any Tmobile handset

thats about it, oh and this must be done over the phone store can do it but they are just going to call cs to have the conversion done just as easy for you to call and save the gas, man took me forever to type this on my dash hope i didnt misspell anything

[Mobile Mike]

Originally Posted by tmobileman

hey Mike yeah its not only possible but very easy here is the policy to the best of my recollection (i am on vacation):
no charge if out of contract (etf applies if under contract)
conversion takes about 24 hours
voicemail has to be set up again, (postpaid acct vm is gone after conversion)
no activation fee, if you convert back to postpaid after 90 days you pay a new act fee
youre given $5.00 worth of min to set up your vm, after conversion takes place you need to buy min (i recommend the $100 gold reward gives you 1000 min that are good for one yr)
you can use same #, same sim and any Tmobile handset

thats about it, oh and this must be done over the phone store can do it but they are just going to call cs to have the conversion done just as easy for you to call and save the gas, man took me forever to type this on my dash hope i didnt misspell anything

Excellent! Thanks a lot, tmobileman. Enjoy your vacation!

[annev6]

Hi tmobileman,

I have a major issue with T-mobile right now. I used to live in Dallas, where about a year and a half ago I signed up with T-mobile and it worked GREAT. Customer service was always nice and I couldn't complain about anything coverage-wise. That is until I recently had to (very suddenly and unexpectedly) move home to Omaha, NE.
My problem is I don't get coverage ANYWHERE. Outside (or inside) my office building, or any of my company's other building I have to visit sometimes. I don't get coverage in my house unless I'm in certain rooms. I don't get any reception within a 3 block radius of our baseball stadium. And I don't get service on the golf course or in any of the bars I go to, and my coverage goes in and out when I'm driving.

Sometimes I'll get really good coverage that says Roaming or AT&T... but that's about the only time I'll get full bars.

I've called T-Mobile about this, but because the coverage map technically says I get service they tell me I'm pretty much SOL. They try to sell me on a wifi service, but that would only do me any good in my house, I need coverage everywhere! I've tried some of those cellswapper websites to get rid of my contract, but have gotten no response.

My contract is up in October - do I really have to pay a $200 fee for canceling a service I can't use? There's only 4 months left! Is there some way I can prove to them how big a problem this is for me? I swear I'm not making this up - if I were getting good coverage I'd have no desire to switch and certainly wouldn't go to all this trouble to call them all the time and complain.
But my friends are starting to get really annoyed at me for having to borrow their phones all the time, and my co-workers are especially peeved that they can't get ahold of me when I'm not at my desk. And you have NO idea how many text messages I try to send but just end up deleting because they've "failed to send" for over 2 hours! If I see one more "call failed" message I'm gonna scream!
HELP!
(Thanks for reading, I know it's a long message!)

[eray4444]

Originally Posted by tmobileman

if youre receiving the call in the us it just uses your airtime according to your plan i.e. nights weekends, peak min you dont get charged anything extra to receive a long distance call from ANYWHERE

ohh i see.
THANK YOU so much

[tmobileman]

Originally Posted by annev6

Hi tmobileman,

I have a major issue with T-mobile right now. I used to live in Dallas, where about a year and a half ago I signed up with T-mobile and it worked GREAT. Customer service was always nice and I couldn't complain about anything coverage-wise. That is until I recently had to (very suddenly and unexpectedly) move home to Omaha, NE.
My problem is I don't get coverage ANYWHERE. Outside (or inside) my office building, or any of my company's other building I have to visit sometimes. I don't get coverage in my house unless I'm in certain rooms. I don't get any reception within a 3 block radius of our baseball stadium. And I don't get service on the golf course or in any of the bars I go to, and my coverage goes in and out when I'm driving.

Sometimes I'll get really good coverage that says Roaming or AT&T... but that's about the only time I'll get full bars.

I've called T-Mobile about this, but because the coverage map technically says I get service they tell me I'm pretty much SOL. They try to sell me on a wifi service, but that would only do me any good in my house, I need coverage everywhere! I've tried some of those cellswapper websites to get rid of my contract, but have gotten no response.

My contract is up in October - do I really have to pay a $200 fee for canceling a service I can't use? There's only 4 months left! Is there some way I can prove to them how big a problem this is for me? I swear I'm not making this up - if I were getting good coverage I'd have no desire to switch and certainly wouldn't go to all this trouble to call them all the time and complain.
But my friends are starting to get really annoyed at me for having to borrow their phones all the time, and my co-workers are especially peeved that they can't get ahold of me when I'm not at my desk. And you have NO idea how many text messages I try to send but just end up deleting because they've "failed to send" for over 2 hours! If I see one more "call failed" message I'm gonna scream!
HELP!
(Thanks for reading, I know it's a long message!)

sorry you're not happy right now I know it sucks to have to move and have your coverage impacted by this. Remember Tmobile doesn't want to lose your business and if it comes down to enforcing the contract to keep it that's what we'll do, however we are not unreasonable about situations like this, so here is what I would recommend for you to do, in this order:....First thing first Call tmobile from a phone other than yours and while you're in an area that this issue happens a lot and expect to spend a little time talking with a rep and let them go through some troubleshooting with you, it will probably result in you being told that we will file a service request, (if we are showing coverage, there is coverage and the service request may help us understand why it's not working for you) let the rep do that for you, next if that does not resolve the issue, then try changing your sim, for some reason that I do not know I have seen some of the older sim cards when transferring from one market to another not provision correctly on out of home market towers, if that does not resolve the issue then call and request that you be able to be let out of your contract early, that shows good intent on your part and you may be let out of your contract, if not then escalate the situation to the highest level you can over the phone if it is that important to you. Or you could go and get a prepaid service for the carrier that has stronger coverage in that area, lower your tmobile plan to 29.99 with no contract extension and deal with it until October. But service is not guaranteed and if you need service EVERYWHERE like your post says, no carrier will give you that, so keep that in mind but best of luck to you

[clock3687]

Originally Posted by annev6

Hi tmobileman,

I have a major issue with T-mobile right now. I used to live in Dallas, where about a year and a half ago I signed up with T-mobile and it worked GREAT. Customer service was always nice and I couldn't complain about anything coverage-wise. That is until I recently had to (very suddenly and unexpectedly) move home to Omaha, NE.
My problem is I don't get coverage ANYWHERE. Outside (or inside) my office building, or any of my company's other building I have to visit sometimes. I don't get coverage in my house unless I'm in certain rooms. I don't get any reception within a 3 block radius of our baseball stadium. And I don't get service on the golf course or in any of the bars I go to, and my coverage goes in and out when I'm driving.

Sometimes I'll get really good coverage that says Roaming or AT&T... but that's about the only time I'll get full bars.

I've called T-Mobile about this, but because the coverage map technically says I get service they tell me I'm pretty much SOL. They try to sell me on a wifi service, but that would only do me any good in my house, I need coverage everywhere! I've tried some of those cellswapper websites to get rid of my contract, but have gotten no response.

My contract is up in October - do I really have to pay a $200 fee for canceling a service I can't use? There's only 4 months left! Is there some way I can prove to them how big a problem this is for me? I swear I'm not making this up - if I were getting good coverage I'd have no desire to switch and certainly wouldn't go to all this trouble to call them all the time and complain.
But my friends are starting to get really annoyed at me for having to borrow their phones all the time, and my co-workers are especially peeved that they can't get ahold of me when I'm not at my desk. And you have NO idea how many text messages I try to send but just end up deleting because they've "failed to send" for over 2 hours! If I see one more "call failed" message I'm gonna scream!
HELP!
(Thanks for reading, I know it's a long message!)

I agree with what t-moman says. From the coverage maps, it looks like omaha has a good amount of roaming coverage. T-Mo coverage looks like . You have the ability to do manual network selection from your phone, and then register with that roaming partner (possibly AT&T). I don't know if CS has troubleshooted this with you, but you can give that a shot. You'll find it under the "phone" or "network" menu of your phone. I would try that out and then hop over to Verizon or Alltel when your contract is up in October.

[annev6]

thanks tmobileman,

I'll try that. Weeks ago when I first called someone did open a service request for me but that was the last I ever heard of it. Now when I call the CS reps always just tell me no one can give me coverage everywhere and they're sorry I'm having trouble, but like I said, when I'm ALWAYS roaming or having to use other people's phones I might as well just go without and save the $60 a month!

No one's offered me a new SIM - so I'll go ahead and ask if they can mail one (my nearest T-Mobile retailer is over 4 hours away in Missouri which has made this all the more convenient), I'll let you know how it goes. Trust me, this IS that important to me that I have a cell phone that works as it is my only phone.
I understand wanting to hang on to business - but it seems ridiculous to pay for something that's not being provided to me.

clock3687: If I register my roaming partner does that mean I don't have to pay extra to make calls when I'm roaming?

[clock3687]

Originally Posted by annev6

thanks tmobileman,
clock3687: If I register my roaming partner does that mean I don't have to pay extra to make calls when I'm roaming?

No, you never get charged for calls you make while roaming in the US.

[jimbo831]

Originally Posted by annev6

thanks tmobileman,

I'll try that. Weeks ago when I first called someone did open a service request for me but that was the last I ever heard of it. Now when I call the CS reps always just tell me no one can give me coverage everywhere and they're sorry I'm having trouble, but like I said, when I'm ALWAYS roaming or having to use other people's phones I might as well just go without and save the $60 a month!

No one's offered me a new SIM - so I'll go ahead and ask if they can mail one (my nearest T-Mobile retailer is over 4 hours away in Missouri which has made this all the more convenient), I'll let you know how it goes. Trust me, this IS that important to me that I have a cell phone that works as it is my only phone.
I understand wanting to hang on to business - but it seems ridiculous to pay for something that's not being provided to me.

clock3687: If I register my roaming partner does that mean I don't have to pay extra to make calls when I'm roaming?

I'm sorry to say this, because I really do feel for your situation, but T-Mobile did not force you to move from the previous location where you had good service. That was your choice and your decision. At some point a year and a half ago, you got a deal on a phone or a plan in exchange for 2 years of T-Mobile service. Just because you chose to move somewhere T-Mobile has less than good coverage does not mean you're not still bound by that contract. If it bothers you so much, just cancel the service and eat the fee, or as stated earlier, lower to the smallest plan until the contract is up. Your contract has no clause stating that you are exempt from the ETF when you don't receive coverage at work or home or wherever. As a COURTESY T-Mobile will waive that fee if you can prove with legal documentation that you moved to an address that shows no coverage on our coverage map, but if that isn't the case, you have no recourse. Like I said, I know your position sucks, but try to put yourself in the shoes of the business. Why would T-Mobile let go of that money, whether it's a monthly fee for a few months, or $200 ETF just because you're not satisfied with your service right now. This is a business, and it's all about making money. That's just one thing that needs to be considered when moving, and I can't count the amount of people I've talked to in your situation who expect it is T-Mobile's responsibility to provide you with service wherever you may travel or move and that's simply not the case. It clearly states in the contract you signed and agreed to that service is not guaranteed everywhere.

[tmobileman]

Originally Posted by jimbo831

I'm sorry to say this, because I really do feel for your situation, but T-Mobile did not force you to move from the previous location where you had good service. That was your choice and your decision. At some point a year and a half ago, you got a deal on a phone or a plan in exchange for 2 years of T-Mobile service. Just because you chose to move somewhere T-Mobile has less than good coverage does not mean you're not still bound by that contract. If it bothers you so much, just cancel the service and eat the fee, or as stated earlier, lower to the smallest plan until the contract is up. Your contract has no clause stating that you are exempt from the ETF when you don't receive coverage at work or home or wherever. As a COURTESY T-Mobile will waive that fee if you can prove with legal documentation that you moved to an address that shows no coverage on our coverage map, but if that isn't the case, you have no recourse. Like I said, I know your position sucks, but try to put yourself in the shoes of the business. Why would T-Mobile let go of that money, whether it's a monthly fee for a few months, or $200 ETF just because you're not satisfied with your service right now. This is a business, and it's all about making money. That's just one thing that needs to be considered when moving, and I can't count the amount of people I've talked to in your situation who expect it is T-Mobile's responsibility to provide you with service wherever you may travel or move and that's simply not the case. It clearly states in the contract you signed and agreed to that service is not guaranteed everywhere.

As a member of the customer loyalty team maybe I just think about this differently than Jimbo does, or perhaps he is also a member of this team I don't know but I have to disagree, on my team our philosophy is create a lasting impression with every customer, If I took this call and I could see that the usage has dropped considerably since the move I may consider waiving the etf, even if we show coverage if it's not working then I usually work with people. But I am always going to test the waters first and see if the customer is going to let us try to fix it, if the customer is receptive to trying something to fix it with me, i.e. new phone, wifi calling, troubleshooting, new sim I will follow up and if the solution we try doesn't work I will try again or let them cancel, but if I have a customer that just is intent on cancelling and not working with me, then yes they can pay the etf, we are going to reasonable with customers that are going to also be reasonable.

[tmobileman]

Originally Posted by clock3687

No, you never get charged for calls you make while roaming in the US.

unless you're on the regional 3000 49.99 plan that one has roaming charges outside of a pre-defined calling area of usually .49 cents per min

[misread21]

Hello,
I really hope you can help me out with this issue. I just recently got a blackberry pearl 8100 phone but i got it from a friend not straight from tmobile and when i got the phone i realized that the aim, yahoo application is not on it nor could i access tzones.

I went ahead and downloaded the handheld software from tmobile for th blackberry pearl because on the site it stated i would have access to instant messaging and tzones after downloading. Once i got it i am able to access tzones but not aim messenger or yahoo and i wondered if there's anything tmobile can do to install these applications on my phone.

I have an unlimited text messaging plan but i don't have a data plan and i'd rather not get it because i really don't need it and it would be pointless to my way of thinking. So i hope you can help me because i'd really like to have access to these applications from my phone. And i read somewhere that tmobile can download something on the phone and get the applications working through sms.

thanx

[tmobileman]

try going to tmobile.com/bbupgrade this is the sw upgrade site, if that doesn't work I am sorry but there is not another way of getting these applications other than using the web client and then you need data

[jslo75]

I'm new here and I joined hoping to get some help! Since I saw that you work for t-mobile I will ask you. I have contacted t-mobile several times in the past 3 or 4 days, as well as several others affected by their service outage. I live in Williamson WV, I have been a customer for over 4 years now and have never had any complaints until recently. My friends family and I and several others have contacted t-mobile over and over about not having any service after a big storm 4 days ago. I know there is a tower here......someone posted a picture of it on here. It's actually located on a 70 ft pole. There are also customers that are 25 minutes away in Pikeville , KY that are experiencing the same trouble. When we call no one seems to care and no one is resolving the problem. What do you suggest? My friend is a diabetic that uses her cell phone as her primary phone.....she's type 1 diabetic so it's mandatory that she have a phone and it's going on 5 days now that we are without service. Help please?

[Barciurek]

Will T-Mobile ever allow international roaming for prepaid like other T-mobile's (meaning those in Europe)?

[tmobileman]

Originally Posted by jslo75

I'm new here and I joined hoping to get some help! Since I saw that you work for t-mobile I will ask you. I have contacted t-mobile several times in the past 3 or 4 days, as well as several others affected by their service outage. I live in Williamson WV, I have been a customer for over 4 years now and have never had any complaints until recently. My friends family and I and several others have contacted t-mobile over and over about not having any service after a big storm 4 days ago. I know there is a tower here......someone posted a picture of it on here. It's actually located on a 70 ft pole. There are also customers that are 25 minutes away in Pikeville , KY that are experiencing the same trouble. When we call no one seems to care and no one is resolving the problem. What do you suggest? My friend is a diabetic that uses her cell phone as her primary phone.....she's type 1 diabetic so it's mandatory that she have a phone and it's going on 5 days now that we are without service. Help please?

I replied to you in PM hope that helps, please keep me posted

[tmobileman]

Originally Posted by Barciurek

Will T-Mobile ever allow international roaming for prepaid like other T-mobile's (meaning those in Europe)?

It's hard to say really I think the billing aspect is the hard part right now, would probably mirror post paid rates, ranging from .99 per min to 4.99 per min depending on country. And that kind of rate on a prepaid acct, well you would have to load up some big bucks before travelling, but who knows could happen. To be honest with you I work on the post paid side of things, and I don't ever even take calls about prepaid so I am not sure what that aspect of our business is up to most of the time. But I will watch more closely if I see any new info for prepaid I will keep you posted.

[Barciurek]

You are a first person from T-Mobile who has given a reasonable explanation and something to hope for
Thank you!

[tmobileman]

Originally Posted by Barciurek

You are a first person from T-Mobile who has given a reasonable explanation and something to hope for
Thank you!

You are welcome, hope you had a happy 4th, your and my candidate spent time in my home state this holiday. OT He has my vote. I am originally from Montana, any Democrat that would campaign there that much has got my vote I believe Montana will be a blue state in November for the first time in a long time. Funny there are about 4 African Americans in Montana...lol just goes to show people in this country are ready for a change

[gyrlonfilm]

hi tmo-man,

i have a question for you. i have mv favs, and i need to delete a number that is currently a myfavs contact. i tried to do this on mytomible.com, and it will not let me delete the number from myfavs unless i put in a new number.

the old number is my mom's old home phone but since she moved and is using her cell phone as her main #, (i already have this plugged in as a contact) i have a free contact. i am not planning on adding a new myfav contact yet to make five, but is there a way to delete the old number from my myfavs and just leave it open for when i am ready to add a number?
thank you!

by the way, thanks for answering our questions on here, despite all the complaining from some of us.