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T-Mobile Support Community Usage Guidelines
T-Mobile provides the T-Mobile Support Community (the “Community”) as a service to its users and customers, to help them exchange ideas, tips, information, and techniques related to our wireless products and services. The Community (not a television show) is here for the benefit, enjoyment, and merrymaking of all members and is accessible to all who register and are 13 years of age or older. Like any community or forum, the Community works best and offers the most value when everyone obeys certain basic guidelines and rules for online behavior. T-Mobile reserves the right, in its sole discretion, to: Edit and/or remove any post containing or linking to material in violation of the Terms of Use or these Usage Guidelines. Terminate the membership of any user who violates the Terms of Use or these Usage Guidelines. Remove any special status such as Pillar of the Community, or T-Mobile employee. If you have any doubts about whether your post or link may violate these guidelines, please ask a T-Mobile staff member before posting. Think of this as your phone-a-friend, but better, because it's online and there's no studio audience watching you make funny hand gestures while talking on the phone! Getting help Questions, comments, or help requests regarding a T-Mobile product or service should be posted in the corresponding discussion space. Unsure about a specific Community feature or function? Check Community Culture. Please don't look to the Culture space for tips on making your first million - we'll be launching that document when our content fairies make their first millions. Questions or concerns regarding actions taken by the staff MUST be directed to a Community Manager via Private Message (PM) or email ONLY. Comments or discussions appearing on public spaces will be removed. T-Mobile employee participants are identified by a T-Mobile logo. While T-Mobile employees may participate in the Community, they are not authorized to access customer accounts by any means or for any reason and their posts, views, and opinions do not necessarily reflect those of T-Mobile. T-Mobile Community Managers will be identified with a specific T-Mobile badge. Community Managers are the only T-Mobile employees that are able to provide T-Mobile account support through the Community or via Private Message (PM). Please be aware that the staff on T-Mobile Support do not have access to customer records. When another user helps you, or you see a response that you think might help the Community member who asked the question, let the member who responded know by marking their reply as helpful! Just make sure you're not marking your own replies. Doing so sends a notification to all involved that can clog up an inbox and prevent someone from noticing useful information, and it doesn't get you points anyway. Best Practices Keep it relevant - For the benefit of active users and future seekers (not related to wizarding games), please keep it relevant. The Community is a space for users and customers of T-Mobile to help each other with wireless products and services from T-Mobile. Generally speaking, please refrain from posting in a manner not in spirit with the purpose of the Community. For staying on topic - 10 points to Gryffindor! Keep it consistent - To give your question the best chance of a great answer, give other Community members a great idea of your question or discussion topic with a good title. This also helps future users utilize the Search function so that Community efforts are preserved for posterity! Community Management may occasionally alter thread titles that don't outline the content of the post, so please don't be alarmed if the title of your post changes! Keep it courteous - Everyone in the Community deserves to have a positive experience. Please make sure that your comments, language, and tone are not detracting from others' experiences. In particular, please refrain from posting anything unlawful, libelous, defamatory, obscene, profane, pornographic, indecent, lewd, harassing, threatening, harmful, invasive of privacy or publicity rights, abusive, inflammatory or otherwise objectionable or injurious to third parties. Your opinions are always welcome, but personal attacks and harassment ("flaming") in either the Community or through Private Messaging (PM) are not acceptable. Keep it clear -Please communicate clearly - avoid using slang, netspeak, txtspk, or any other wording that may be difficult for all users to understand. We are a diverse community and aim to provide a comfortable environment where you can get help from other users like yourself, but this can only happen if we can understand each other. Exception: puns are encouraged (don't worry, you won't be punalized if you don't get them). Keep it spam-free -This community is provided as a service to T-Mobile users and customers and is not intended for the promotion of third party services, products, websites, or organizations. We can't get down with advertisements, junk, spam, chain letters, or any other form of unauthorized solicitation. We wish you the best with your fledgling tech start-up, though. Watch out for tricky equity deals! Be careful You should not post personal information publicly on the Community. We'd definitely like to know what type of device you're using, but please do not include your name, address, age, phone number, Social Security Number, or link to personal profiles on social networking sites - this isn't a space for swiping right! If you're not sure whether information should be made public, play it safe and don't post it. Community members are doing their level best to help out of the goodness of their hearts, but remember that their advice and experiences are theirs only. You are responsible for deciding whether or not to follow any guidance offered - if the advice given by a user sounds wrong to you, do not try it. Community Managers & Valued Community Members This Support Community is staffed by T-Mobile employees. A dedicated team of Community Managers devote their days and nights to keeping Community spaces tidy, safe and navigable (Charles is not in charge here - it's just us!), as well as chiming in on and creating threads as needed. From time to time, T-Mobile may also designate certain members as Pillars of the Community. This designation does not create an employee or agency relationship between T-Mobile and this member, nor does it make this member a company spokesperson. The designation does highlight members who have been exceptionally helpful, have provided constructive advice and have set a positive example and tone for the Community. These groups of folks are a fantastic resource for other members, but like any information posted on the Community, the opinions and advice they provide are their own. This content is the sole responsibility of the Community Manager or Pillar, and these Community Usage Guidelines apply to the content posted by these members. T-Mobile Employees T-Mobile employees may participate in the T-Mobile Support Community, but are required to be identified by a T-Mobile logo or badge. All T-Mobile employees are bound by the T-Mobile Employee Handbook and T-Mobile Code of Conduct, as well as T-Mobile’s Privacy and Security policies when accessing, using, or participating in the Community. T-Mobile employees are not authorized to access customer accounts in any capacity or for any reason. T-Mobile employees that participate in the Community do not represent T-Mobile, may not claim to speak on behalf of T-Mobile, and their views and opinions do not necessarily reflect those of T-Mobile. A T-Mobile employee’s failure to comply with this Agreement, these Terms of Use, and/or the T-Mobile Support Community Usage Guidelines will result in corrective action up to and including termination. T-Mobile employees are encouraged to participate in this community, but are reminded that their activities here are governed by T-Mobile’s Social Media Policy. Employees engaged in any Social Media activity related to T-Mobile in any manner or to any of its products or services must disclose their relationship to T-Mobile. As described above, specifically identified Community Managers, may, in limited circumstances, assist a customer with an account related inquiry or service issue via a separate Private Message (PM) outside the Community. If any other user, including T-Mobile employees, attempt to gather any personal information from you or to contact you via PM, please contact a Community Manager to report the activity.3likes0CommentsSearch/Post/Edit on Community
Search for posts Below, you'll find tips and tricks to make searching for content a breeze. Navigate to the homepage. In the top search bar, use keywords to find posts related to your question. For example, if I'm having an issue with the volume on my Samsung Galaxy S8, I might use the phrase "Galaxy S8 volume". Select a topic to view it. Ask a question Search for your answer in T-Mobile Community before posting a question. If you aren't able to find an answer, go to the board that most closely relates to your question. Select the magenta Start a Discussion button. Give your post a sweet title and all the details in the description. Publish and watch the answers roll in. Edit your post Ever make a post and then realize you had a typo? The worst feeling ever! On the Community, you have one hour from posting to edit. Add the useful details, remove personal information like phone numbers, and fix all those typos to make it easier to understand. Open your post. Select the gear at the top right, then Edit. Make your changes, then Save. Follow a post Open the post you want to follow. Choose the Subscribe icon at the top that looks like a bell. To un-follow, click it again. Find your own posts Select your profile picture in the top-right corner, then choose Profile. Your activity is under Contributions. Mark an answer as best Open your post. It must be a post you created. Scroll down to review all the replies. Mark as Solution under the answer that's best. Reply to a post Choose a post and scroll down to the bottom. Use the Leave a reply box to share your thoughts, then choose Reply.0likes0CommentsReport terms of use violations
Use the report abuse button to let us know if you find something in our Community that is offensive or just plain mean. Review the Community Usage Guidelines. Navigate to the specific thread. Select the gear icon in the top right, then Report. Enter details on why it goes against the usage guidelines. Select the Report button. *Do not report random members or posts just for fun or because you weren't happy with the response you received. Use the Report button responsibly and only when absolutely necessary.0likes0CommentsSet up your Community profile
Avatar / Profile image As beautiful as you are (you gorgeous thing, you), a giant photo of you next to every comment you post would be a little distracting! This is why you need an avatar. Just make sure it adheres to our T&C's. Start out by selecting your profile picture in the top-right corner, then choose My settings. Next to the image, select the pencil. You can choose from the existing default avatar colors, or use the pencil again to upload an image. Toil and debate what image to use and then Save. Email preferences Is your email inbox bursting at the seams thanks to too many emails from the Support Community? No problem. We have a quick fix for you. Go to your profile picture in the top-right corner, then choose Follows & Notifications. Review the different options and select Never, Immediate, Daily Digest, or Weekly Digest. Changes save automatically, so it's that easy. Your activity It's nice to be able to track down that thread you commented on earlier in the week, or quickly reference your thoroughly researched post about the finer points of Galaxy battery maintenance. Many notifications will come through in your Notification Bell, but there's another way to see everything you've posted or participated in. Select the profile picture in the top-right corner, then choose Profile. Scroll down to view your Contributions. Settings Go to your profile picture in the top-right corner, then choose My Settings. Choose to update the following: Personal - Tell us more about you Preferences - Pick your time zone and date display settings Follow & Notifications - Pick what notifications you want to receive.1like0CommentsDirect message management
Check and respond to your Messages Go to the Envelope next to your profile bubble at the top of the screen. Select the message on the left that you want to view. To respond, enter your message and click Reply. Send a message to another Community member Select the person’s name in Community to view their profile. Click Message. Enter the desired message, then click Send Message. Delete messages Go to the Envelope next to your profile bubble at the top of the screen. Select the message on the left that you want to view. Choose the Trash icon in the top right to delete the message thread.1like0CommentsRanks
Ranks and icons Ranks are earned when you perform various actions in the community, like asking or answering a question. Your status level will increase as you participate more. Check out the levels below. Newbie Caller Signal Seeker Data Dabbler Connection Curator Bandwidth Buff Network Novice Wi-Fi Wanderer LTE Learner Fiber Fanatic Broadband Buddy Roaming Ranger Hotspot Hero Spectrum Specialist Ping Pioneer Modem Master Digital Diplomat Cellular Captain 5G Guru Transmission Titan VoIP Voyager Satellite Savant Router Royalty Network Knight Dataflow Duke Connectivity Count Bandwidth Baron Signal Sovereign Telecomm Tsar Wireless Wizard Network Emperor2likes0CommentsBadges and missions
You may have noticed T-Mobile Community members with levels and rockin’ badges in their profiles. Want to know what these mean and how you can get them, too? You might already have a few, or be on your way to earning more! Every move you make in the T-Mobile Support Community gets you one step closer to filling up your trophy case. We want the Community to be informative and fun! So start completing missions, earn awesome badges, level up, and show off! How it works Using recipes passed down through generations of T-Mobilites, we've handcrafted missions that you can partake in while using our Community. Everyday tasks like posting a discussion or answering a question can get you closer to the next shiny new badge. We've got tons of them out there, so play around in our Community, get some help from other users, or drop some knowledge bombs yourself and start moving up the ranks! Check out some of our missions: Level Example Easy Post 5 discussions Moderate Get 10 of your answers marked correct Difficult Answer 50 discussions Badges Here are some of the amazing badges you can earn! Ranks The more you participate, the more points and badges you earn! You can learn about all the sweet user levels here: Member ranks and icons. Pillar of the Community is the highest level you can attain in the T-Mobile Support Community. Pillars are truly T-Mobile’s elite! Pillar status cannot be reached by point accumulation. Pillars are nominated by T-Mobile Staff for their T-Mobile products and services knowledge and willingness to share it with our Community members on a regular basis. We love and appreciate our Pillars; aspire to be one! FAQs How do I earn badges that I see other people have in the Community? Want that shiny badge for yourself? No problem! Just click on any user's avatar to not only find out more about them, but to see a list of what missions they've completed and any badges they've earned! I'm already knowledgeable and good looking, why should I get involved? My, you are knowledgeable and good looking! Aside from getting to meet and interact with other awesome T-Mobile folk, you can use that big brain to help them out with their questions while earning awesomely unique badges. It's a win-win! If you don't feel like talking about how awesome the new iPhone is, head on over to the Magenta Lounge and talk about movies, games, or underwater basket weaving! I have a question about missions, badges, or ranks. How do I contact someone friendly to help me out? Easy! The Community is filled with super helpers. Start a discussion and someone will be happy to help you out! I want to learn more about how the Support Community works. Great! Check out the other articles in Community Culture for all the deets.1like0Comments
Knowledge Base Guides
About Community Culture
Learn about how to do things around the Community and our review our Usage Guidelines.7 Articles