T-Mobile Business.. WTF?

[comfortably_numb]

Recently I remembered that I had an old T-Mobile business account based on my tax ID. The account is about 10 years old. It had been dormant for years, but when I heard about a promotion for an unlimited mobile internet line for $10 a month, I decided to call them up and activate one. It's been a nightmare ever since. They have an old email address on the account that I no longer have access to, and my physical address was listed as an old office I used to work for in Missouri.

I was somehow able to convince them to set up an online account for me, and I went in and changed my billing address, but they're still unable to send me a one time passcode because of that old email address. They told me to go into a store and show my ID. I did this yesterday, they said they updated the email address, but I get home to find out that it hasn't been changed. What's more the physical address is still my old office in Missouri where I haven't worked for over 2 1/2 years. Now I'm worried that they're getting mail from me there and probably wondering why I'm getting mail for some T-Mobile business account.

Their customer service is somewhere in the Philippines overseas, and bless their hearts they try their best, but they don't have any clue what to do either. Supposedly, I have a representative and I've emailed him and he doesn't respond either.

It seems like customer service is a thing of the past. You have to do everything yourself, and the humans they employ are either unable or unwilling to do anything. It's amazing that these companies still manage to make money.

 

[mikew]

I've had very similar experiences with TMo fro Biz. I had one internet line for backup at the office. They couldn't get past the step where I cannot receive a OTP on the modem. Crazy amount of effort to resolve a dead modem issue. Instead of replacing the modem, they opened a second line and started charging for two. I explained how important it was to keep my existing number and static IP. They said they would keep the IP, but of course, they did not.

 

[comfortably_numb]

They couldn't get past the step where I cannot receive a OTP on the modem

This is where I'm getting stuck as well. They actually suggested I add a voice line just to get the OTP.

Uh, NO!

 

[FTA4PA]

Recently I remembered that I had an old T-Mobile business account based on my tax ID. The account is about 10 years old. It had been dormant for years, but when I heard about a promotion for an unlimited mobile internet line for $10 a month, I decided to call them up and activate one. It's been a nightmare ever since. They have an old email address on the account that I no longer have access to, and my physical address was listed as an old office I used to work for in Missouri.

I was somehow able to convince them to set up an online account for me, and I went in and changed my billing address, but they're still unable to send me a one time passcode because of that old email address. They told me to go into a store and show my ID. I did this yesterday, they said they updated the email address, but I get home to find out that it hasn't been changed. What's more the physical address is still my old office in Missouri where I haven't worked for over 2 1/2 years. Now I'm worried that they're getting mail from me there and probably wondering why I'm getting mail for some T-Mobile business account.

Their customer service is somewhere in the Philippines overseas, and bless their hearts they try their best, but they don't have any clue what to do either. Supposedly, I have a representative and I've emailed him and he doesn't respond either.

It seems like customer service is a thing of the past. You have to do everything yourself, and the humans they employ are either unable or unwilling to do anything. It's amazing that these companies still manage to make money.

Considering the customer service and it's outcome so far are you quite sure you want new service with them?

 

[comfortably_numb]

Considering the customer service and it's outcome so far are you quite sure you want new service with them?

Normally I'd say no, but here around Albuquerque, TMO is king. They have the best coverage and fastest data speeds. With my business account I get data at the highest priority (QCI 6), so it makes it worth it for that. I keep my main phone number with Visible (Verizon) because they are king in KS, MO and OH, where I frequently travel.