tmobile question???? help

[njcarita]

Hi all..... after being on the phone with 4 different customer service reps last night and 3 different technicians..... and getting all diffferent answers solutions... thought maybe my dis friends could help...

I just signed up with tmobile last month and added the 200mb/monthly data plan and was told when I signed up that if I went thru my wifi router it it would not go thru my plan data allotement... only when I used the 4g network would it count toward my monthly usage...

well i noticed yesterday that when I was home and went on line on my phoneit went toward my monthly usage... so I called tmobile last nite.... was told by 6 reps that the wifi would not go toward my monthly allotment... went to bed last night assured all was fixed...

woke up this morning and its till deducting.... called this morning and was told by this customer service rep that all the other reps are mistaken and that wifi internet counts toward monthly usage.... so does anyone what the deal is..
I am presently searching thru the tmobile website and cant find the answer...ugh..... help

 

[FredinFL]

Call back and ask to speak with a supervisor.

 

[Carl]

There is no way that using your wi fi should count toward your data usage on your phone. Take it to T-Mobile and ask them why it is showing that.

 

[shortbun]

T=Mobile customer service is awful!!! We had so many issues with them and finally switched carriers. We are currently still in a dispute with them over erroneous information given to me about cancelling service and charges. I made extensive notes three times to confirm when certain phones fell off the contract and how much to remove the last one...they charged me $150 more than quoted and I'm not paying it.
As I said, I took extensive notes-dates, times, names, departments and locations of the service agents. We waited to change companies until our cancellation charges only applied to one phone and were low-according to their information. They either lied or the people I talked to had very poor training. They actually turned me over to a collection agency. Today, I'm calling the attorney general of Ohio to lodge a complaint. Be very careful about who you talk to. If I was doing business with them, I'd be sure to get a supervisor every time and ask for complete documentation of every conversation...two of the three agents I spoke to didn't document our conversations except to say I had called. Be very careful.

 

[jlewisinsyr]

WiFi should not use your data plan. Dumb question, but you did setup your phone to use your wireless network, correct?

 

[nathalee81]

Welcome to T-Mobile-customer service at its finest.

I agree with others who said speak to a supervisor. It seems like the people in the stores know absolutely nothing-I always just call the customer service line and ask to speak to a supervisor (and even then it is hit or miss).

I can't wait until our contract is up in a few months.

 

[njcarita]

WiFi should not use your data plan. Dumb question, but you did setup your phone to use your wireless network, correct?

yes.... it worked fine till last week.... and now it all get charged as though Im using 3g..... went thru 5 cs reps.... 5 techs a a supervisor... now they are asking me to log everytime I go thru the data plan... so they can send the info to the engineers???

my phone is accessing data while I sleep???????????

its too beautiful out today to waste another 2 hours of my day with them on the phone... will call again tonight to deal with it....

 

[jlewisinsyr]

yes.... it worked fine till last week.... and now it all get charged as though Im using 3g..... went thru 5 cs reps.... 5 techs a a supervisor... now they are asking me to log everytime I go thru the data plan... so they can send the info to the engineers???

my phone is accessing data while I sleep???????????

its too beautiful out today to waste another 2 hours of my day with them on the phone... will call again tonight to deal with it....

Yes, your phone will use data unless it is off. It pings the server it is accessing, it updates data (e-mail, stocks, weather, etc.)

As for the change, I would make sure the phone is connecting your wireless network. If the change is recent that leads me to believe there is either an issue with your home network or with the phone not connecting to it.

 

[pixiefairy]

We've been with Tmobile since their original incarnation, voicestream. Don't bother with customer service....chances are...they have NO clue. And they can be downright rude, to boot. Call back and speak to customer care...they can handle more than billing issues. Different set of people, different department entirely.

We just had an issue last week...DH was contacted and offered a free smart phone with $10 a month unlimited data. Phone didn't get here, we got a large envelope, which turned out to be a bill (he changed some of our billing details while on that call). A bill for over $1600. They forgot to switch over our unlimited texting. Yikes! Customer service fixed that issue, however, they couldn't help DH with the other issue...the no show phone. Told him there was no record of that conversation. He spoke to three people, threatened to talk to the BBB....then hung up. Called up and spoke to customer care, they knew EXACTLY what he was talking about, apologized and said it was an oversight. Phone was here in 4 days. Rep said they usually have no idea what's going on with the rest of the company over in customer service. TMobile stores have also told me to call Customer Care. Try that route...maybe they can help you.