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Thread: Extreme Customer Wait Times

  1. #1
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    Extreme Customer Wait Times

    Why has the wait time for a representative been excessive the past few days. Usually it indicates a wait of an hour or more when calling the prepaid number? Anyone know the cause of these long delays?

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    Extreme Customer Wait Times

    It’s gone beyond excessive. I can’t even get thru dialing 611 or 800-937-8997. The call won’t even complete. Is this a new fEaTuRe? 🤪

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    I called in yesterday (8/19) and the message said two to four hours but I got a call back within an hour.

    Kinda funny with the recent announcement about customer service.

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    If there is a larger amount of callers wanting to speak with CS, there will longer wait times than usual. This shouldn't surprise anybody. I won't pretend to know exactly why there may be a longer wait time than normal, it can happen.

    There are alternate ways to get assistance, such as retail stores and online. Use alternate resources when necessary and be realistic in your expectations. Nobody can wave a magic wand and make things all better.
    Last edited by veriztd; 08-21-2018 at 11:33 AM.
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    T-Mobile experienced a data breach on August 20th

    T-Mobile says that on August 20th, it discovered a security breach that affected the accounts of some customers. The malicious party did not get access to any financial data, social security numbers, or passwords. Some personal customer data may have been exposed, though, including name, billing zip code, phone number, email address, account number, and account type.

    Customers whose account was affected by this breach will receive an alert that’ll direct them to this web page. For more information, you can contact customer care by dialing 611, using messaging on MyT-Mobile.com or the T-Mobile app, or use iMessage with Apple Business Chat. T-Mobile for Business and MetroPCS customers can call 611 from their phones.

    https://www.google.com/amp/s/www.tmo...ach-august-20/
    Last edited by AnciusD; 08-24-2018 at 08:06 AM.

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    Longer wait times don't really bother me it's the breach I'm more worried about

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    I haven't received any notification yet.


    re: wait times via reddit:
    12 hours ago
    Hold times are currently 2-3 hours!

    6 hours ago
    Two days ago they were 5-6 on prepaid and like 22 seconds on postpaid. Requested a callback and got it 2 hours later. Logic.
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    a) better to light a candle, or b) curse the darkness?

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    Quote Originally Posted by AnciusD View Post
    T-Mobile experienced a data breach on August 20th

    [I]T-Mobile says that on August 20th, it discovered a security breach that affected the accounts of some customers. The malicious party did not get access to any financial data, social security numbers, or passwords.
    Who has prepaid and given a social security number to an MVNO? Not many.
    So this is another advantage of prepaid.

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    I've been working for over a week now just trying to be able to use the My T-Mobile website. I put an iPad on their prepaid but since I don't have an actual phone line with them it's apparently impossible to activate my account with the site.

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    Quote Originally Posted by lonnold View Post
    I've been working for over a week now just trying to be able to use the My T-Mobile website. I put an iPad on their prepaid but since I don't have an actual phone line with them it's apparently impossible to activate my account with the site.
    As stated, when all else fails go to a retail store or call CS.

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    Quote Originally Posted by rfranzq View Post
    Who has prepaid and given a social security number to an MVNO? Not many.
    So this is another advantage of prepaid.
    A really, really good point.

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    Quote Originally Posted by lonnold View Post
    I've been working for over a week now just trying to be able to use the My T-Mobile website. I put an iPad on their prepaid but since I don't have an actual phone line with them it's apparently impossible to activate my account with the site.
    Your iPad has a phone number which you should be able to use to set up an online account.

  13. #13
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    Quote Originally Posted by millept View Post
    Your iPad has a phone number which you should be able to use to set up an online account.
    I just added a new prepaid tablet line and I can't register an online acct for it either (and yes, I know its phone number!)

    After an hour on hold with customer service, they told me it takes 72 hours before the system allows you to set up a new prepaid line in my.t-mobile.com. Sounds like bull***** to me, but I have one more day to wait until my 72 hours are up. I'm not sure I have the patience to wait on hold again if it doesn't work tomorrow!



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