Forum Discussion

cindydd60's avatar
cindydd60
Network Novice
3 years ago

Unlocking Phone

I temporarily disabled one phone on my account yesterday, then reactivated it but now it’s locked and he can’t get internet on it.  I did NOT intend this.  How do we get it back.  He’s currently a soldier in Ukraine

 

  • HeavenM's avatar
    HeavenM
    Community Manager
    3 years ago

    Hi @cindydd60 Most account maintenance can be done online and I like that you were able to find the options for disabling and reactivating a phone already. I am curious about a few things that could be causing his inability to get internet. Since you didn’t mention calls and texts I wanted to make sure, are those working like normal? When you reactivated his line, did he restart the phone and then make sure data roaming is on? When you disabled the phone, did you report it lost or stolen, or did you just suspend the line temporarily? If you only suspended the line, then reactivating it should have turned everything on pretty quickly. If you reported the phone lost or stolen, you may need to reach out to through Facebook, Twitter, or the T-Mobile app in order for them to unblock the device itself. 

    Hope this helps!

  • gramps28's avatar
    gramps28
    Router Royalty
    3 years ago

    This is basically a user to user forum with some tmobile moderation that don't have account access so you need to contact Tmobile support using messenger on one of tmobile's social media platforms like Facebook or Twitter to see if they can help you they also are a higher tier of support.