My T-Mobile service is out of action

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Chances are, if you’ve tried to access your My T-Mobile account online over the past 24 hours, you’ve failed. Account management site shows a “we’ll be back” message complete with picture of what – presumably – is the tech engineers’ team taking a canoe out for a stroll.

We’ve been sent a number of emails by readers upset at not being able to access their accounts over the past few hours, so it’s unclear exactly how long the site has been down. Let’s hope there’s a major revamp coming that’ll make this worthwhile.

In the mean time, customers are advised to call customer care by dialing 611 from their T-Mobile phones or 1-800-937-8997 from any other line.


  • Chad Dalton

    I know its been out since yesterday before noon!

    • ddrum2000

      I think even before that for me.

  • Marc Klein

    Apparently they were just made aware of it.. Also, when I spoke with CS yesterday they seemed to not know it was down

  • besweeet

    Does this include the “T-Mobile My Account” app? It still works fine for me when checking usage through the app.

    • KingofPing

      App still seems to be working. People need to take the drama down a notch or six.

      • jakematic


        Believe it or not the globe will still spin, and life will go on… even if a phone gets shut off for a few days.

        Side effects may include: Going outdoors, looking at the world instead of a device, enjoying the company of other people, true relaxation.

        • Jimmy James

          You can’t get in touch with anyone without a phone, and have them join you for company. You just can’t go to people’s homes unexpectedly nowadays. That’s crazy talk.

        • jakematic

          Not being in constant and immediate contact has it’s advantages too…
          We used to use paper and write letters too :)

  • Patrick McLaughlin

    works ok on the phone but not the computer. Hmm!

  • trife

    Welcome to 2 days ago.

  • TheVorlon

    Even on a good day, T-Mobile’s account servers are barely responsive.

    Then someone in T-Mobile wants to add features to the web site that breaks users’ access to their data.

    Remember back when they decided to not serve PDFs to customers and require software from Adobe to load “secure” PDFs? That was a mess that lasted for months until they reverted back to serving PDFs again.

  • gr8gatzby

    According to the thread commentary here(, it’s been down for 48 hours. Large scale hack or security breach?

  • mjtennis

    this problem i believe appeared a few days ago when i tried to sign into my prepaid account. at the time, it started asking me to create an t-mobile ID (with email address, and password, which is new to me as in the past we only need to use phone #/password to sign in). after i created the id, i was not able to sign in at all (with the new id and password).

    To make this even worse, i got an new ipad yesterday and tried to activate it with a new prepaid t-mobile sim card. on the ipad, it asked me to create a t-mobile ID (with password), but it failed and gave me an error saying there is some problem. I had to call CS and it turned out the sim has been activated; but there was no PIN or email/ID associated with this SIM. So this ipad, though can use t-mobile cellular data, is in a limbo state where it does not have an account associated with. I was asked to go to to register, and of course met with the dreadful “we’ll be back” when i got there.

    it’s really a mess on t-mobile. a month or two back, when they rolled out new signin, they mixed up postpaid and prepaid accounts, now they messed up the ID signing in…

    To have a such important my t-mobile down for extended time, it is really not acceptable.

  • Zachary Teicher

    Its been down for days. I tweeted at T-Mobile on 4/29 and they assured they were working on it as quickly as possible.

  • iMotoXperiaGalaxy

    Another day, another error from John and co.



    • Fabian Cortez

      Yeah that’s definitely it.

      Go take your new trolling account somewhere else.

      • Justin Smith

        Don’t feed the trolls

  • EntrepreneurKid

    I tried using it early on in the week (maybe Tuesday or Wednesday afternoon) and it was down saying under maintenance, called care yesterday and they said that their team knew about the issue and that it should be resolved within 72 hours, and to try again on Saturday.

  • Ben D. Over

    My monthly payment is due today, Sherlocks!!!

    • It takes 4 minutes to pay over phone

      • patt

        some people prefer not to give cc info to random reps ;) I hate doing it that’s why I never did it .

        • taron19119

          How about the automated system

        • It’s an automated system… You don’t talk to a live person

        • gmo8492

          You can still use the tmobile app to pay your bill too.

  • thatphonefreak

    The response to @tmobile was that they were aware and working on it. I would hope so because we are on day 3. I know that because I have been trying to swap SIK cards for days. It not critical that I swap SIM”s so it is not worth waiting 30 min at the store. I am just concerned that I rely on my cell provider heavily and the main sit we we are forced to use has been down this long. #bigtimefail

    • Jimmy James

      30 minutes? Try an hour. The store near my house has one employee, sometimes 2, never more, and no chairs to sit in.

  • Magistic Pipe

    Watch how the Sprint Trolls try to make a big deal of this lol. Notice how we didn’t hear from any of them when good news was reported a couple of days ago. Lmfao

    • Abhinav Tella

      Lol last I checked T-Mobile offers unlimited international for $10 on all lines combined, things like that Sprint can not match and their horrible reception in my area, their only saving grace is their good customer reps who give massive discounts to compensate for the network.

    • Fabian Cortez

      Oh they’re here already.

      They’ll be silent Tuesday as well.

  • TK – Indy


    • Fabian Cortez

      You troll this hard yet want to be taken seriously.

      And you’re seriously raising children?

      • Just STOP

        You deserve to get banned for that last comment. Wow, get a GRIP!

        • KingofPing

          Your comment offends me – as such, you should obviously be banned as well if we’re going to start banning any random internet user who offends another random internet user. Heck, might as well just shut it all down.

        • Justin Smith

          TK-Indy comments on every single Tmonews post and posts hateful comments on them. Please no one wants you here

        • KingofPing

          So? Don’t read ’em. Laugh it off.

          You cannot be offended if you choose not to be. It’s a choice. Not his. Yours. Pity him, feel bad for him, or point fingers and laugh. Whatever.

          Telling someone they do not deserve a voice doesn’t help anyone.

        • Truth

          For those wondering: The comment removed complained of the offensiveness of Fabian’s outrageous comment; it didn’t say or mention anything offensive.

        • Fabian Cortez

          Wouldn’t you think if your comments got repeatedly deleted, on multiple sites, that you’d get the hint?

          But no, that’d make too much sense for a normal person.

          What we’re dealing with here are some super trolls. Those are the scariest type of trolls in my opinion; they just don’t stop.

  • Down for Maintenance Supposely

    Great than three days, I notified T-mobile Help via tweeter and apparently, as stated by others, it is down due to maintenance…

  • Been down for days.

  • Raiterio Patterson

    I hope it’s up and running by next week. I’m trying to get a deal on a new phone just in time for Mother’s Day

  • Loganopolis Jammyjamjamjam Bop

    at the going rate every time i try to pay my bill online if it was up and running thatd be news. seriously.

  • Chet

    coverage issues out of home area:
    I love TMO as a low-cost carrier but have had numerous issues in marginal coverage areas. Examples Florida Keys, Cape Cod, Rocky Mountain national Park. In all of these locations I talked to other cell phone users from AT&T and Verizon and they all had coverage whereas TMO had nothing. in my home area I have good LTE coverage which is 90% of my total usage so I can live with it, it’s just a pain when you see ‘everyone else’ connecting

    • Acdc1a

      Florida Keys from Key Largo to Key West is marginal with every carrier. In city limits it’s fine but the ride over isn’t exactly great.

  • Magistic Pipe

    AT&T and Verizon hackers sabotageed TMO servers, out of jealousy and fear. Omg!!!!!

    • Magistic Pooe

      Oh, and the little yellow sprint Trolls are crawling all over TMO news today spewing hate before their final days. Lommfao!!!!

    • socalrailroader

      Jealous of a smaller network?

      • setzer75

        Jealous of losing customers while t-mobile gains millions.

  • Daniel Darnell

    The My T-Mobile website has been down since at least Tuesday. It’s getting pretty ridiculous that it’s still offline.

  • Kevin

    Any assistance for a deployed customer that obviously can’t get to a TMO store and is only able to use a LAN line for 5 minutes at a time before being disconnected by the local operator? Would be nice not to have a late payment charge or missed payment because of something that is beyond my control. Thanks.

    • KingofPing

      They will be issuing credits to anyone who is penalized for being unable to make an on-time payment due to this outage. You have nothing to worry about.

    • Christopher Olson

      If you’re a deployed service member then you’re covered under the service members civil relief act anyway. You should have no worries.

    • Mark

      International Customer Service is +1-505-998-3793. You won’t incur international charges by calling this number.

  • jake

    this has been going on for at least 2 days now

    • Brenda Burditt

      Three days

  • Nick

    As far as I can tell the my T-Mobile app still works fine.

  • Philip

    Is any IT people going to get fired there? At least this is not the ordering page.

  • jj201367

    Tmobile is still awesome and the app works

    • iMotoXperiaGalaxy

      They’re not even close to awesome.


  • so much for cheap Indian H1b labor … greedy corps pay twice

  • A Carrier Moment…

    On the T-mobile My Account website it states..’Sorry we’re having a Carrier moment’. Too Funny, LOL, LOL…

    • Fabian Cortez

      It’s true. That’s pretty funny!

  • Randall Lind

    Sorry this is unacceptable to be down for days

    • Daniel Darnell

      I agree a typical outage is 2-4 hours, maybe a day at MOST. Three days and still ongoing, unacceptable for a company this size.

      • Mary

        Ω ♤♣♧RUN PR0FIT FROM COMFORT OF UR H0ME@hb5< Google is


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      • iMotoXperiaGalaxy

        It’s a small company. Nothin special.


    • Brenda Burditt

      I know it’s been three days

  • Orlando G.

    You can access your account from the MY TMOBILE app on your phone. Whats strange is that it ask me to turn off my wifi to access. But at least I was able to make changes to my account this way. I increased the data on my son’s line.

    • 30014

      Nope, the my account app is also displaying that stupid “we’re having a carrier moment message”. I tried to pay my bill through the app about an hour ago and it didn’t work. And I don’t give credit or debit card info over the phone to anyone.

    • Randall Lind

      I login on app and get the same picture as on the web

  • Frankwhitess

    So wait… If I can’t pay my bill today, does this mean I won’t pay late fee for this month ?? Now the real question is ; if I can’t pay it, then I guess the month is free ?? T Mobile Rules!!! A Free Month of Service! Awesome !!!

  • Kareem J. Lanier

    I have now seen this at two seperate times. Plus had to return my phone (GN4) because of a known issue with the camera. They returned me a refurbed phone. Having issues with the device now.

    • Ozgur Sen

      I figured out the issue
      it was actually one of the modes for the camera. After I noticed that disabling the modes fixed the problem, I told samsung and they released an update for surround mode. After the update I never had that issue.
      I told this to others and it worked for them. Try this out.

      • Thank you so much! I used to have to shake my Note 4 a little just to get it to focus. I updated but disabled surround shot mode and now it’s working perfectly. No delay in focus. I never even use that mode anyway.

  • Critic4U

    I haven’t been able to access for four days, that’s how long I believe it has been down so far

  • Randall Lind

    I called T-Mobile and a lady said that they were updating the site and it will be up on 5/3. She also waive processing fee since I site and app is down.

  • Poppa Pa

    I encountered an unauthorized access to my account by one of T-Mobile’s in-store reps. This guy initiated changes to my account through a breach of security protocol. He (known as Eric) asked the person requesting this change for the accounts primary phone number only. The change was to activate a new phone. The person he asked was not me (the account owner). See the serious problem here? I spoke with another T-Mobile rep about this and to confirm the proper procedure. He immediately agreed that this was a breach of security protocol and followed immediately by reporting the incident to his supervisor. He claimed T-Mobile is big on account security and this transaction was enacted illegally and should never have happened. I still retain their service ( for now ) but the very next violation of my account privacy will not be taken lightly.

  • netplayground

    Site is up and working now. I just logged in from Atlanta.

  • John Wilson

    This is ridiculous!! Im switching carriers! Maybe now ill actually get service in the places I travel.

    • Bryan Manning

      You are a idiot

    • Acdc1a

      Yes, the website has much to do with the service when you travel.

  • Robert Millar

    It’s back up however the writers wish for a meaningful revamp is a no go as far as I’m concerned, I still have to remove my payment card and replace it with the same card every month. what a Joke.

  • Account T-mobile site is up

    Cam, please update T-monews site for your readers. As of this writing, the My Account T-mobile site is up and working…

    • Clifton K. Morris

      Let’s be realistic. You and I both know why it’s working again–

      The reason why T-Mobile News works is because someone restocked the fridge with soda and also made a pot of Starbucks Coffee.

  • HAndroid00

    Looks like They pulled out AAA discount from all customer as well.

  • Tamara2589