Hi. I have been having this issue for approximately a month.
I have a Walmart Sim with $30/month plan giving unlimited text/data, 100 min talk.
I would always dial #646# and get the remaining minutes and date when I would need to make next payment to continue uninterrupted service.
Now when I dial #646# it says: dial #BAL# to get balance
When I dial #BAL# it says: "Current plan active until... and will renew for $30. Account BAlance $0. Add money by dialing *233 or redeem a refill card."
Dialing #999# gives me this: "Your T-Mobile Prepaid account balance is $0. To add more minutes diall *233 or redeem a refill card"
My plan is active and paid for.
When I check online I see I have 56 out of 100 talk minutes remaining, but I want to be able to conveniently get this information by dialing #646# as I have always done in the past.
I've spoken to at least three phone reps which keep reading some sort of troubleshooting protocol, that obviously doesn't apply to this situation.
I have had two reps open service tickets claiming that it will take 72 hours to remedy the issue. The issue was not solved and I received no word from T-Mobile. Service tickets opened were #6229509 and #6294344
Today an online chat rep told me both tickets were closed because nothing wrong was found with the line. Great : /
I am at a complete loss of how to get someone to help. The people at T-Mobile customer service are very polite and patient but it seems they are bound by some sort of company policy to just run through some sort of useless protocol and hope that either the customer gets tired and gives up or that the problem will somehow magically solve itself.
The latest advice given to me was to buy a new SIM card. My SIM is less than a year old and nothing seems wrong with it. I strongly doubt it is the culprit to #646# not working as it did in the past, as all other key codes work fine.