People all over the country who use T-Mobile service are expressing worry and puzzlement after feeding in the company’s new free line promotion. Many users have reported that the free line that they already had vanished from their accounts after signing up for the deal of this month.
The deal, which was made available earlier this month, was meant to furnish eligible customers with an extra free line that was the same as the “Un-carrier” offers in the past. But this time however, there was a little twist.
What’s Causing the Confusion?
After enrolling in the new free line, customers started to get alerts from the T-Mobile app or via text indicating that one or more of their current free lines had been removed. For those end-users who had multiple free lines, due to the promotion in the past, the trembling happened very instantaneously.
Posts on Reddit, Twitter (X), and forums like TMO Report showed hundreds of users questioning whether their older free lines had been deleted permanently.
One customer wrote, “I added the new free line and suddenly my older promo line disappeared. I called T-Mobile and they told me they removed it after all. I am mad!”
What T-Mobile Is Saying
T-Mobile has subsequently replied that this is a system bug, not removal by intention. According to confidential informants and support agents, the system hides or reorders promotions and lines when new promotions are added.
Most users expected to see the older free lines appear again will be introduced within the next few business days. Nevertheless, the temporary disappearance did lead to worry, in particular for those who depend on the lines for tablets, kids’ phones, or hotspot devices.
Why This Promo Is Different
T-Mobile’s free line promotions have been widely recognized for a long time. In the past, customers could even accumulate these deals, thus ending up with a set of more than one free line without having to pay any extra.
The most recent offer, which was launched in March 2025, is the first truly free line offer since the 2022 promo. It has attracted the joint support of both the loyal customers and the offer zealots.
On this other hand, the backend system this time seems to be crawling with how to assign and account for stacked promos, which are causing confusion when a new line wants to be added to an account that already contains old promo lines.
Who Is Affected?
However, the problems are not shared by all customers. The ones without any free lines at all or with only one or two lines under the promotional terms are seen to be able to cope with the process of joining the new free line without any hassles.
The glitch is not too intrusive as it mostly affects users who currently possess three or more promo lines and those who have participated in many promotions over the past years. In some cases, the users had been pushed to the brink of reaching the limit of the promo lines they can take on in their plan.
What You Should Do If Your Line Disappears
If the old free line you own seems to be absent after receiving the new promo:
- Try your account after 24–48 hours has passed. Many lines are getting their settings restored automatically.
- Contact T-Mobile support to either call or chat with them to verify that your line is still active in the system.
- Do not want to eliminate your plan as long as it is not recommended by a T-Mobile agent.
Some of the customers who had contacted support had been informed that their previous promo lines had been only temporarily removed so that they could apply for the new promo and that the service would soon return to its normal state.
Is This Hurting T-Mobile’s Reputation?
T-Mobile is known for its proprietary offers, clear pricing, and customer loyalty promotions. However, that is not the only matter people are dealing with. It has brought a wave of perplexity and anger for those clients who have ordered previous free lines.
According to the helpdesk, the company is not going to get rid of the free lines, at least not permanently; however, the lack of clear communication has actually worsened the matters in the users’ eyes.
The offer of the free line is still a good option for most of the customers. Nonetheless, T-Mobile may want to rethink how it communicates plans’ defining criteria and system functionality during offerings of this kind.
Meanwhile, affected users should watch continuously for any changes in their accounts and also contact customer service if necessary. There has been no general statement issued to the public by the company on the problem, however, the support teams are still working behind the curtain to solve the problem.
Campaigning for more data and connected tools, these free line deals are known as a major attraction for the companies. However, T-Mobile has to avoid the competition to introduce new offers with hidden charges.
