Metro® by T-Mobile Support and FAQs
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Frequently Asked Questions : Paid Services
Call Forwarding allows you to send calls from your cell phone to any local number. You can purchase this service at My Account. You can activate, check the status of, and cancel the different types of call forwarding within your phone settings.
With CallerTunes, friends and family won’t hear ringing in their phone when they call you – it will be replaced with a song of your choice. CallerTunes includes two song credits when you add the service. Preview songs and assign those credits to any incoming phone number using the CallerTunes app. Each assigned credit will last one year and can transfer with your phone number to a new phone.
You get two new CallerTunes credits every month you keep the service, but unused credits do not roll over to the next month. You can always review how many credits you have remaining for the month inside the CallerTunes app settings.
You can add CallerTunes to your list of services by visiting your local MetroPCS store or in My Account. You’ll also need to download the CallerTunes app from the @Metro store or the Google Play store.
Learn more about CallerTunes and add it to your services now in My Account.
Canada Unlimited™ gives you the opportunity to make phone calls to and from Canada. The service includes unlimited calling to mobile phones and landlines, as well as unlimited text messaging.
International Text Messaging
Customers can send text messages from the MetroPCS coverage area across the globe using International Text Messaging, part of the $5 Value Bundle. You’re able to text to phone numbers from participating international wireless carriers. Take a look at the countries that can be reached with International Text Messaging.
Lookout Mobile Security® Premium
Lookout Mobile Security® Premium helps to protect your phone and data with features like:
- Theft Alert
- Find My Phone
- Data Backup
Learn more about Lookout Mobile Security® Premium.
If you already have Premium Handheld Protection (PHP), Lookout Mobile Security® Premium is included at no additional charge. Otherwise, you’ll need to search for and install the service from the Google Play store
Mexico Unlimited® gives you the opportunity to make phone calls to and from Mexico. The service includes unlimited calling to mobile phones and landlines, as well as unlimited text messaging.
Napster® Unlimited Music
The Napster® App is an easy way to connect to the unlimited music service. Using the app, you can listen to any song from a catalog of millions, or you can download albums, songs, and playlists directly to your phone. You can stream music anytime commercial- and interruption-free, as long as you have a Wi-Fi or data signal. You can listen to any downloaded music without a Wi-Fi or data connection.
Download the Napster® App onto your MetroPCS phone from the @Metro store or the Google Play store. In addition to downloading the app, you’ll need to add the Napster® Unlimited Music service in My Account.
Learn more about Napster® Unlimited Music and add it to your services.
Premium Handset Protection
To give our customers the best experience, we’ve partnered with Asurion to provide you with Premium Handset Protection® (PHP), a comprehensive mobile protection plan that covers against loss, theft, accidental damage (including water damage), and out-of-warranty malfunction. In most cases, PHP can help replace your phone the next business day.
PHP is only available for new phones purchased at MetroPCS, not a phone you are bringing to MetroPCS, and can be purchased within the first seven days of activation.
You can submit a claim anytime online or submit a claim to an Asurion representative by phone 24/7 when you call 1-866-862-3397.
Scam Block and Scam ID Off
What is the difference between Scam Block and Scam ID Off?
With Scam ID, your incoming call screen will alert you to an incoming scam call by displaying “scam likely.” With Scam Block, “scam likely” calls get immediately blocked on the network so you don’t see the calls.
Do Scam Block and Scam ID only work on select phones?
Scam ID requires a phone with Caller ID, but Scam Block will work regardless of a phone’s Caller ID capabilities.
What if a call is misidentified and is either not a scammer, or they really are a scammer?
We don’t expect this to happen, but if a customer suspects that a legitimate number is being blocked, or if they think a number should be identified as a scammer, they can submit a request for an update here: https://www.t-mobile.com/callreporting. It is possible that Scam Block may in rare circumstances inadvertently block desired calls. Please note that you are free to turn off Scam Blocking at any time by using USSD code, #OFB# (#632#).
How can I get them?
- Our intention is to automatically enable Scam ID for all MetroPCS customers over time.
- MetroPCS customers can enable Scam ID for themselves beginning ????? by dialing ????.
- To turn on Scam Block customers can dial ????
- To turn off Scam Block customers can dial ????
- To check whether Scam Block is on or off, customers can dial ????
Do I get notifications when receiving an incoming scam call or are the calls blocked entirely?
- With Scam ID, your incoming call screen will alert you to an incoming scam call by displaying “scam likely”
- With Scam Block, “scam likely” calls get immediately blocked on the network so you never see the call
- It is possible that Scam Block may in rare circumstances inadvertently block desired calls. Please note that you are free to turn off Scam Blocking at any time by using ????
Can I opt out of Scam ID and Scam Block?
You are always in control and always have the power to decline or block scam calls.
- To turn on Scam Block, customers can dial ????
- To turn Scam Block off, dial ???
- To check whether Scam Block is on or off, customers can dial
If you want to turn off Scam ID, please call MetroPCS Customer Care at 1-888-8metro8 or visit your local store.
Select Shared Calling Service
Why must I purchase the Select Shared Calling service for calls to certain conferencing, chat, radio broadcast and other similar numbers?
Our unlimited talk and text plans are for direct communication between two people. Calls to other types of services like chat lines, conference calls, radio broadcasts, and others aren’t always included. If you dial a number to these select numbers, you’ll hear a message letting you know that you must have the Select Shared Calling service to complete the call. You can add the feature for only $3 per month which will provide 300 minutes of Select Shared Calling. If you need more minutes, you can get 1000 minutes of Select Shared Calling for $10 per month.
Do conference lines that I use for work require the Select Shared Calling service?
Most conference lines provided by employers will not require the Select Shared Calling service. You’ll hear a message before the call is connected for services that require the Select Shared Calling add-on.
What if the number I am calling is not one of those types of services?
If you have any questions, or think we have made a mistake, you can call Customer Care by dialing *611 from your MetroPCS phone, or at 1-888-863-8768.
Voicemail to Text
Once you’ve added the Value Bundle, you can set up Voicemail to Text by following these steps:
- Call the voicemail system
- Enter your PIN
- Press 6 in the menu to go to Voicemail to Text
You can select to have voicemails sent as either emails or text messages. Voicemail to Text automatically transcribes any message 60 seconds or less and sends it to you. The service transcribes up to 480 characters, which can be emailed to you with an audio recording of the message. If you choose to receive Voicemail to Text by text messages, the message may be split into multiple text messages if it is longer than 160 characters.
Customers typically receive a converted message within one minute of the voicemail being left. If you decide to turn off Voicemail to Text, it will not delete the original audio voicemail or the converted message. You can turn off Voicemail to Text within My Account.
World Calling makes it possible for you to talk and text to and from several countries around the world. It can be added to selected rate plans through My Account.
With World Calling, you can call several international destinations included in the service from anywhere in the MetroPCS home coverage area. It also allows you data, talk, and text while traveling outside the U.S.