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5.2

Overall Score

LAST UPDATED: May 15th, 2024

Our 500+ verified T-Mobile reviews give T-Mobile an average 3.5/5 stars, placing it among the top cell phone carriers. T-Mobile ranks well for all of our consumer sentiment criteria: 

  • Value for your money
  • Quality of product or service
  • Customer service
  • Company trustworthiness 

T-Mobile is unique in that it will match a customer's corporate, affiliate, or military discount up to $15 for single lines and $30 total for two or more lines. 

A bit about the company's background: 

T-Mobile, founded in 1991 and located in Bellevue, WA, is the United States-based operating arm of T-Mobile International AG, providing wireless voice & messaging services and data services. The cell carrier operates some of the largest wireless networks in the U.S., reaching 99 percent of Americans according to the company. It has a market of over 45 million customers and over $20 billion in revenue every year.

A new merger between T-Mobile and Sprint is in the works with the introduction of 5G connectivity. 

T-Mobile is known for its signature comprehensive cell phone plan, Magenta, which includes bells and whistles like unlimited coverage in Mexico and Canada, Netflix at no charge, and unlimited video streaming at 480p resolution. 

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The Good

  • Quality of Services and Plans
  • New Phone Promotions
  • Phone Financing Options
  • Good Overall Customer Service
  • Affordability and Special Pricing
  • International Network Coverage

Quality of Services and Plans

T-Mobile has three straightforward unlimited cell phone plans: 

1. Premium unlimited plan Magenta Plus

2. Signature unlimited plan Magenta

3. Basic unlimited plan Essentials 

Magenta Plus includes maximum perks and benefits:

  • Unlimited talk, text, and smartphone data 
  • Free Netflix with 2-screen access 
  • Taxes and fees included in advertised pricing 
  • 2x data speeds and texting in 210+ countries and international regions
  • In-flight texting and unlimited in-flight Wi-Fi use
  • Unlimited HD streaming at DVD quality (480p) 
  • Unlimited talk and text and some data in Canada and Mexico (up to 5 GB of 4G LTE data) 
  • Mobile hotspot data 
  • Name ID
  • Voicemail to text 

In addition to the contract plans above, T-Mobile offers prepaid plans with data, calls, and texting to suit each client's needs. Magenta benefits are available as a prepaid plan for domestic only or for domestic and international. 

All data plans include some degree of mobile hotspot data up to 20GB with the Magenta Plus plan. T-Mobile's smartphone mobile hotspot, also known as Wi-Fi sharing or tethering, allows you to share your smartphone or tablet's internet connection with another Wi-Fi-enabled device using T-Mobile's network. 

New Phone Promotions

T-Mobile frequently runs promotions for new device purchases - generally the newest iPhone and Android OS models - as an incentive to purchase a plan. AutoPay and trade-ins are generally required to qualify for the iPhone and Android phone promotions. 

With T-Mobile, you have access to the latest and greatest in phone tech. T-Mobile's inventory includes the latest phone models like the Samsung Galaxy S10 Plus with 4K video capture, a dual 12MP + 12MP + 12MP rear camera, wireless charging, and "all-day intelligent" battery life or the Samsung Galaxy Note9 with super AMOLED display, expandable memory up to 1TB, and biometric unlock.

To use your current phone (if compatible) you can purchase a SIM card to set your phone up in T-Mobile's network. 

Phone Financing Options

The customer can either pay for their services in advance or they can pay as they go. This makes the credit check nightmare of a contract plan obsolete.

There are some credit-based possibilities for covering the price of a new phone, however. If a customer cannot afford one of the more expensive phones up front but can pass a credit check, they can pay for the phone in payments over time. If a customer, under this agreement, decides that they no longer want service through T-Mobile, they are responsible for the remaining balance on the phone.

Good Overall Customer Service

Our verified consumer reviews below are generally positive regarding T-Mobile's attentiveness to customers. From a different third-party review perspective based on customer satisfaction surveys for the past several years, T-Mobile has been recognized as the best customer service provider within the cell phone industry by JD Power and Associates. The company is also recognized for its outstanding care in the customer care category.

Affordability and Special Pricing

T-Mobile is known for its overall affordability. The phone plans available offer data plans comparable in price to that of other providers without requiring long contracts, though auto-pay is required to obtain the best deals. 

Customers are never charged overage fees because they simply cannot use their data after they have reached their monthly quota. With most no-contract carriers, there aren't unlimited data pricing paradigms in their data plans, but T-Mobile is the exception. In addition, the unlimited data plan from T-Mobile is significantly cheaper than the 100 GB plans offered through competitors.

In addition, T-Mobile offers special pricing for customers 55+ which can be applied to two phone lines in a plan and includes all of the benefits of T-Mobile ONE. Active and retired military members and their families also qualify for special pricing. 

International Network Coverage

T-Mobile also has extensive international service in over 210 countries and international regions. In fact, it is one of the few wireless providers that includes international data and texting at no additional cost, which is far above many of the other contract providers in the industry.

Customers can access their account easily, speak with an online customer care representative, or use their text messaging to monitor their monthly services for international texting as well as other stats.

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The Bad

  • Cost
  • Limited Device Options
  • Equipment Installment Program
  • Tablet Limitations

Cost

While T-Mobile provides high LTE speeds, Wi-fi hotspot options, and entertainment perks that are unavailable through other mobile phone carriers, its plans are more expensive than that of several competitors. In this case, it's true that you get what you pay for. 

Limited Device Options

The company carries the most popular device brands, including certified used phones, but doesn't sell everything: T-Mobile does not offer BlackBerry phones and or Windows phone models. 

Equipment Installment Program 

Something to point out is the policy regarding the Equipment Installment Program. If a customer chooses to discontinue their service with T-Mobile, they are responsible for the remaining cost of the phone if it was purchased under an Equipment Installment Program. In some ways, this is a tactic to keep customers on T-Mobile's service without forcing a contract.

Tablet Limitations

With T-Mobile, customers can only use tablets with data capability that can be converted into a hot spot. These max out at 11 GB of data per month and do not suit the needs of customers who frequently use a tablet as a hot spot for a laptop computer or other device.

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The Bottom Line

T-Mobile is a strong carrier for those hoping to avoid long-term contracts or hidden fees. Though not perfect, the majority of T-Mobile customer reviews reflect positive user experiences and the company is known for its low prices, no overage fees, and other controls in place that keeps the cost competitive for the customer. Prospective customers can expect the following with T-Mobile:

  • Different plan options to cater to different preferences
  • Unlimited texting, talk, and data 
  • No long-term contracts
  • Portable Wi-Fi
  • International texting included
  • iPhone and Android phone promotions
  • Financing available and overall affordability 
  • Discounts for seniors and military personnel 
  • Netflix subscription 

T-Mobile is rightly among our top-ranked cell phone providers. Read customer reviews below to learn more. 

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Star Rating

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2.1

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2,209 Reviews

Review Breakdown

5 grade

33%

4 grade

18%

3 grade

11%

2 grade

6%

1 grade

32%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Alex

I've been with T-Mobile for more than 3 years now , and I have to say, I'm amazed. The coverage is perfect, even in some more remote areas where other carriers tend to drop off. The customer service has been top-notch too whenever I've had an issue, they have been quick to resolve it with friendly and helpful support. Their plans offer great value for the money, and international roaming included. It's amazing.

1 week ago

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icopus

T-Mobile has deceptive trade practices, fraudulent ads and guarantees which they do not honor, and their websites and customer service agents lie. I thought you folks would be interested in the recent experience I had with T-Mobile. Having spotty cell service with our current cell carrier, I was looking at competitive services on my smartphone on April 6 and I came across T-Mobile. Their pricing is quite competitive. I then came across a feature on their phone accessed web site that pushed me to try them. The Go Back Guarantee: On the phone version of their website, they had a large ad, “You'll love it here, guaranteed. With our new $50 Go Back Guarantee, if you're not satisfied within 30 days, you can switch back to your old carrier and get $50 for every voice line. Via virtual prepaid Master card. Allow 5 weeks for card. Get full terms (hyperlink)” The Go Back Guarantee Full Terms: “You'll love it here, guaranteed. Contact us before cancelling or porting out line(s) to request payout. Limited time offer; subject to change. Port-in voice line from postpaid plan w/ eligible carrier (i.e., AT&T, Verizon, Spectrum, Claro, Liberty, Xfinity or US Cellular), and port-out to eligible carrier within 30 days of T-Mobile line activation required. Account must be in good standing (e.g., final bill paid) to receive virtual prepaid MasterCard (no cash access & expires in 6 months). Up to 12/account. One offer per subscriber. Not available for customers that cancelled T-Mobile service within the past 90 days. Card is issued by Sunrise Banks N.A., Member FDIC, pursuant to a license from Mastercard(sic) International Incorporated. Use of this card constitutes acceptance of the terms and conditions stated in the Cardholder Agreement.” I showed my wife and her sister this guarantee and they agreed it was worth a try. I went to their store on April 7 and got their service. By April 11, it was evident T-Mobile wasn't working for us. I went to the store who told me to contact Customer Care by phone. The Customer Care agent eventually handed me over to a supervisor who repeated what the CC agent was telling me, “This guarantee promotion didn't start until today (April 11) and cannot be honored for service purchased prior.” The supervisor claimed he didn't see the Go Back Guarantee on the website even though I told him where it was within the web site to see it, but he claimed he didn't see it. He said T-Mobile could not honor the guarantee. Per the guarantee, I had yet to cancel T-Mobile, nor had I started service with another carrier. Since then, the guarantee has been removed from the desktop website, though it still exists on the phone website. Regardless, T-Mobile refuses to back up the advertised guarantee. Per T-Mobile's advertised guarantee, they owe me $100 (for two lines), a guarantee they refuse to honor. How many others have had the 'promotion' not start until AFTER they have started service with T-Mobile???

1 month ago

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Shenelle Roberts

Tmobile charged my grandmother 495 from her card for internet she dropped back the box since last year june 2023 because it never worked. Now they're saying she has to pay $123 and keep charging late fee charges and stated that they will send her to collections. This is the worst I've seen now we have to sue inorder to get the money back it should not be so much inconvenience I'm sure we are not the only persons affected by this scam how can they bill and knowing they have the equipment at the warehouse. And no one seems to see why it's wrong you cannot take 495 give back 372, not refund the remaining $123 but instead say we owe $123. Below I included photos with more information.

1 month ago

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Mary Robison

Been a customer since I went from Sprint to T-Mobile and could not be happier with them. Rarely have a dropped call or trouble with our phones. Customer service is great!

1 month ago

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VJ Bo

I am T-mobile customer for 3-4 yrs now. I recently was sold to get $350 Credit for each of my old iphone 8 (two) and IPhone X to get Iphone 15 (3 of them) and with new plan they are offering my monthly pay would be $165. I sent my 2 iphone 8's working well, on which I upgraded with new battery ($75) as part of trade in in addition to IPhone X. Today, I got a bill of $197 (instead of $165) and when I called, T-mobile is saying, there is never an offer to give credit of $350 and they applied $55 on iPhone 8 (which is less than battery upgrade, i did on it). This is bait and switch sales and I feel like I am defrauded by T-mobile. They are offering now max of $225 as settlement, and attitude is take it or leave it, meaning, If i want to discontinue, I will not only pay full for my new phones, but they will not be able to return my old phones (i would lose my old phones). I possibly need to pursue legal action on this, just to make sure, they don't ever do this to anyone else. I wanted to caution folks about Tmobile bait and switch operation

1 month ago

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martins timothy

T mobile helps a lot I highly recommend to anyone They save us money every month and other cool benefits They’ve got the best customer support which is great

1 month ago

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Francis Adesuyi

T mobile has been really helpful to me I enjoyed their services. Their packages and prices is excellent.but suddenly the prices went really high and I contacted their customer service and they help fix it and it’s all good

1 month ago

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tfd1949

Best move I ever made in a cell phone provider. Had Verizon for 5 years at $75. per month. Stopped at a T-mobile store, met with the store manager and he offered $50. taxes included. Outstanding service

2 months ago

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Amani Patel Harrisonburg, VA

T-Mobile is the best phone/internet service I have used. Among AT&T, Verizon, and Sprint, I have found it to be the most reliable, functional, and accessible. I will continue to rely on this cell service for quality service and speed.

3 months ago

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Sharon Las Vegas, NV

I have been a customer of T-Mobile for almost 20 years and have received 5 star customer service. I appreciate T-Mobiles commitment to their customers and providing an excellent customer experience. They offer incentives for customers to upgrade their phones with little to no out of pocket expenses, I would definitely recommend T-Mobile to someone in the market to find a new cell phone carrier.

4 months ago

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Ron

Super service plans with great coverage. Simple to switch from other carriers however, advertising should improve to customers who wish to switch from the hidden fee carriers. Although there are no hidden fees and better comparable services for customers, some of the instructions are confusing for the average user. More knowledgable customer oriented service gives T-Mobile a leg-up on its competition. Keep on improving your customer service and retention.

4 months ago

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Kevins Mom

AVOID T-MOBILE at all costs!!! Signed up to switch 6 lines from Verizon. They never gave me a 6-digit pin so couldn’t validate my account to activate the devices. Two months later I received a bill for $451.70 for service that has NEVER BEEN PROVIDED. When I called to have this corrected they again said that without the 6 digit PIN my account has not been validated so they can’t help, yet THEY HAVE BILLED ME FOR AN ACCOUNT THAT HAS NEVER BEEN VALIDATED or ACTIVATED. Unethical!!! Nikki from customer service refused to escalate and hung up on me. Said I have to go into a T-Mobile store to fix their error. Worst customer service in my life. Again, AVOID T-MOBILE AT ALL COSTS!

2 months ago

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Wael Khalek

Very bad customer service with t mobile And t mobile insurance I Broke my phone. Try to make a claim for it.Meanwhile, I went to T-Mobile sto.Purchase a cheap phone. That's what they recommend till.I get my new phone that I I'm going to claim And I did not add insurance to the new phone I purchase To get by with it till Because I'm a hairdresser.I need my phone Till the insurance Send me new phone. The moment I put on a SIM card on my cheap phone that I bought to get by till I received my other phone that I used what insurance saying That They do not cover it because my SIM card is working on the other phone I bought an automatically. The insurance was moved into it. This is the second phone I lose with T-Mobile and I think they are thieves. They can find the best way to steal your money. I'm disgusted. How I've been treated today after 2 and a 1/2 hours.Ask me for My Phone gigabytes And the zip code of the store I purchased the phone from which does not Make sense. very weird.and They make you feel. That you're trying to steal a phone from them Disgusting Liars

2 months ago

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Wiochelle Brigham FL

I would give zero stars if I could. I had a business account with this company. While on phone with customers, the phone would drop calls. It became so frustrating that I ported my number to Verizon on 8/8/2023. By the way, I have not had any issues with Verizon. Any who, on September 23, I contacted T-Mobile because I received an unexpected phone bill. The representative stated that there were additional lines that were not ported. I was unaware of these lines because there wasn’t a SIM card or a phone for the lines in question. I asked that the account be canceled on 9/23. The representative stated that they would have to complete an investigation and someone would call me. Unfortunately, that never happened. On October 24th., I called T-Mobile because I received another bill that had accumulated additional charges. This issue was still not resolved due to their incompetent associates. On November 23rd, I contacted T-Mobile again to address the accumulated charges because I was billed on a phone that was not used for the months of August, September, October, and November. The line was finally disconnected in November due to nonpayment. When I spoke to a representative to inquire about the charges and who was responsible. He stated that the system noted a “future cancellation” I had to record this for my documentation. I did not ask for a future cancellation. I asked that the lines be canceled as of 9/23. Now, the bill has went to collections with inaccurate data. Not only has T-Mobile incompetency ruined my business credit it has also forced me to pay an inaccurate bill which has been paid in full. If you’re considering T-Mobile as your phone carrier…. RUN!!!!!! pay a little more to have a peace of mind, exceptional customer service, and a technical/help support team. I’ve been contacting T-Mobile since September it is NOW March and this issue has not been resolved. T-Mobile you can’t go around robbing customers without a gun. I’ve been a loyal customer for many years however, I’d never ever recommend your services nor will T-Mobile ever be my phone carrier again!

2 months ago

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Ronald Coleman Lake Elsinore, CA

T-Mobile deserves 0 stars. The customer service and initial contact from T-Mobile sales reps are totally misleading and dishonest. If you are not careful when trying to purchase merchandise or negotiate a contract, they may trick or fool you into signing the opposite of what you ask for. They won’t let you read the contract before you sign it but assure you that it contains exactly what you requested. Unfortunately, they sometimes hide behind the signed contract. Be wise; spend your money elsewhere. Always read your contract before leaving, regardless of how nice the customer service reps are. Remember that their interest may not align with yours.

2 months ago

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Pda Arsenault

the store and route one and saugus massachusetts touch. Not a franchise company owned, I was there on. Saturday March eightouch, Ace, around 6:30 PM. Want to get help from a gentleman there? Because my phone face glass was broken immediately. I noticed the kid had an attitude. I just wanted to look at some phones and see what my options were wouldn't get app to assist me. Wanted to know if I was financing a paying cash for a phone I said I don't know yet. I just like to see. What's available . Wanted to have an argument with me about why he needs to know if I'm gonna find answer by a phone before he shows me anything when I wasn't sure which way, I wanted to go financing a purchasing the phone wasn't an option at the time. I wanted to just look at phones clearly didn't want to help. There were 2 other employees in the store at the time, helping out the customers. I asked the gentleman what his name was. He says I don't have a name and I don't wear a name today. I should show you're not gonna tell me your name. He said you do realize we're just trying to buy a phone I don't understand what your attitude is but have a nice day and I left I would never go in the store in a million years, if they were given phones away. 2 other employees witnessed not person intervened it was a joke. This is a corporate store if that's the trying this company is in a lot of trouble

2 months ago

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Kenneth Rupple Maricopa, AZ

I talked to a person about upgrading mine and my wife's phone and looked into iPhone and was told would have to pay 0 for 2 new iPhones and then i asked about doing one android and was told would have to pay 170.00 something for taxes on a new android phone so hung up and talked to my wife about the increase to the bill for 50.00 for iPhone 14s and 60.00 for iPhone 15s and wife said let's go with the 2 newest iPhones. So called back about 10min later and wanted to get the 2 new iPhone 15's and was told i would have to pay 230.00 something for the taxes i told that person hell no i want what i was told on the previous call and she messaged the first girl i talked to to call me back and she said that the 2nd person was right that i had to pay the taxes but i told her she told me for the iPhones would pay 0 and only would pay if i decided to get android and argued with her that she told me i would pay 0 and she needed to honor what she told me and she said that the system must of messed up and she couldn't honor what she said earlier so i asked for her manager and as soon as he got on the phone he was rude and i argued with him some too and told him i know you recorded all your calls so listen to the call and he said no that no matter what that uncle sam wants his money and that was that. He said he could give me the president of T-Mobiles info and take it up with him but it won't change anything I would still have to pay. I then told him ok fine he's going to lose a customer that's been with them for over 12 years and I'm going to get the rest of my family and friends that have T-Mobile to leave as well and i all ready just in one day got 32 family and friends leaving T-Mobile and going to Verizon with me for lying to me and not giving me what i was told i was going to get. All this will also be posted all over social media and all platforms to the way you all are at T-Mobile telling people one thing one moment and the turn around 10min later telling them something totally different and not wanting to honor what was said the first time. Hope you enjoy losing a-lot of customers for the stupid things you do to your customers and they just take it and not fight back but I'm done taking your bs anymore and this wasn't the first time this has happened to me in the time i was with T-Mobile that was told one thing and then something totally different later and don't want to rectify the issues and just have us all eat it and take it . No more will i take it. I hope a-lot more people see this and step up and fight back as well. Good day a long lived client for 12 years is now gone.

2 months ago

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Janessa P Logan, UT

I got T-Mobile because of a deal they were having. There is a terrible connection between their representatives in store and their customer service online. The person in store couldn't hardly do much without permission from customer service online and would tell us that they have all the answers and permissions to give. But, whenever I called, it would take forever to get ahold of them, the people were not able to speak English hardly at all and if they did had very thick accents, and didn't know much more than the customer service rep in store. I have spent hours on the phone with them trying to work things out with them on my bill and even then they didn't follow through with what they had promised in the beginning. I would not recommend T-Mobile. As for their service quality, service is patchy and data speed is dependent on who is paying more to T-Mobile in the area at the time.

2 months ago

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Ilene Metrick

We have had Sprint for many years until they merged with TMobile. I was receiving such great reception and service in the house and around town. We never had any problems since there were so many cell towers. Since we were forced to have T mobile now our reception in the house and outside areas has been very spotty. I can't use my cell phone in my basement with t mobile and never had any problems when it was Sprint. Numerous times I don't receive texts and people don't receive mine. I have called them so.many times and it can be very frustrating. There are times I am on the phone with my daughter or friends and I lose the call. If this were an emergency that would be devastating. The only good this about T mobile is T mobile Tuesday. I enjoy getting 10 Free pictures sometimes from CVS or walgreens. I also like the senior plan so it saves us some money

6 months ago

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Angel “alhindyfan” Luis Ormond Beach, FL

Today 6/22/23 while talking to the T-Mobile Customer Care team, I received 5 star service from Yankely. I'm a Sprint legacy customer and she helped me set up an online account under T-Mobile and also add an international plan on my daughter's line who's traveling overseas. She took the time to go over all my questions and had the patience to answer each one of them in detail. She seemed to be very knowledgeable and at no time I felt lost through the process. I can warranty you that if every customer care specialist handled the calls they way she did, T-Mobile overall ratings scores would be 5 stars. Thank you Yankely, I hoped every time I called T-Mobile you were the one taking care of me. Great job!!!!

11 months ago

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Trish

This company will rip you off, intentionally add fees, etc. I asked for 5 months for my due date to be moved to the 1st of every month. Tmobile didn't change the due date, so I can rack up fees. Then my phone is shut off due to their negligence. Tmobile is declining will continue to. Their not for the consumer. Horrendous customer service. Too many lies. Stay away from this company.

2 months ago

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Candice Ericksen New Baltimore, MI

First concern, trying to get a family member as an authorized user on the account has been a nightmare. Multiple calls and attempts have been difficult. After being on the phone for 30 minutes they reluctantly added a $10 credit to my account but this was after I was told multiple times they couldn't help me. Second concern, my spouse is a veteran and I requested the military discount on my account. I was informed that the military discount is only applied to certain plans. This is unfortunate that veteran's/active duty/dependents are not supported by T-Mobile. I have had an account with this company (previously with Sprint which was transferred to T-Mobile) for 18 years. The quality of customer service is poor and unacceptable. I haven't been happy with this company since the merge. Interesting that T-Mobile is not BBB accredited...

3 months ago

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Christopher Hopewell Junction, NY

Great company with great incentives - the service has greatly improved - when we first got our phone it was real spotty but BEST customer service bar none

3 months ago

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Kim Simth Chicago, IL

T mobile We have had weak signal for about two months now Called t mobile on January 25 2024 about can't make calls. No Internet service. Was told then they were working on a tower in the area give it a few hours Two days later the same thing. I called back then was told by John that they had completed the tower work and doing tests on the new equipment. Give it ,72 hours Well today February 8 still is not working. Called back today and was told by Don that due to the tower upgrades it looks like we have been locked out of service. So we are roaming 24/7 using US Cellular cause t mobile has no service in this area When we signed up about three years ago we were in the Five G extended area Now due to upgrades we have no service except to roam. And now we are using up our allotted roaming time we will be dropped back to their regular five G service which means we will have no service after we use up our roaming allowance. We are going to have to leave T-Mobile due to not receiving service we should be receiving. Then they tell us we owe 55 bucks each for our two phones if we choose to leave before they are paid off It is terrible service. When we started three years ago we had great extended 5 G service. Now we roam all the time then get penalized for it. That's just wrong. Beware. Just be sure you are in their coverage area and that in the future their possible upgrades will not lock you out of service. And today I also talked to Mahogany in the engineering department and was told that t mobile has no plans within the next four to six months to do anything about the tower issue in my area

3 months ago

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P. Burke Tampa, FL

TMobile is a joke. Customer Service is non existent. I was a Sprint customer with no issues. I have had nothing but problems with phone. No service if I leave the state. Was told I was on 5g, go to 4 g. Went out of state again, no service. This time I'm told on 4g, use 5g. Have had multiple sims cards, phone won't keep a charge and I only get spam text messages. Called yesterday and asked to speak to US rep who sent me back to outside country. Told again, US rep. UI explained all issues to her. She told me technical issues. I advised her again that Tech support has been on my phone numerous times with no help. Sent me out of country again. I spent over an hour on phone with tech and isse not resolved. Finally told the guy I would drop TMobile. Transferred.me to manager who accused me of not letting his people try to resolve the issue. Explained everything all over again and how long they have been on my phone. He said he didn't know any of this and then proceeded to tell me I STILL was not letting them do their job. Advised him I was leaving T-Mobile. He said he would make sure I wouldn't be charged for this month. DUH, I'm heading out now to change providers. The only problem I had with Verizon was cost. They now have plans for the same I'm paying now plus I would rather pay a little bit more and have a working phone than pay for nothing. They think they are saving money by sending customer service outside of country but they are just losing customers due to lack of any help and they do not know how to read!!

3 months ago

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Randy Mann Phoenix, AZ

The best thing I can say about T-Mobile is that it used to be cheap. Used to be. They just raised my bill, again, to now $95/mo for their basic service. The website is only up and allows login I'd say around 50% of the time. When it is up, it's completely useless and uninformative. You go to the store and they can't help you; they tell you that you have to call their help line, at which point you wait an hour to speak to somebody in the Philippines that also has trouble helping you. I'd give this company 0 stars if I could, and after the most recent price hike for no reason at all, I'll be going with one of their (formerly more expensive) competitors that offer a service that works.

3 months ago

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Nathan Meehling Prior Lake, MN

I've had good experience with T-mobile until today. I called customer service with a question on my bill - the amount was not what I expected. I was told the amount billed is my new rate. The customer service rep then told me if I was told different at the store then that's too bad, the rates on the bill and what she is telling me is actual. I asked to talk to her supervisor, or someone else, three times - denied each time. I said this is not what I was promised, and if this is the price then I'd be looking for a new carrier. She had not a care in the world. I then said tell me about Essentials plan on T-mobile website for 3 lines for $90 price I was quoted at the store ... she then told me this is also an incorrect price, that should state $115 with autopay discount. I ended call. When I reviewed my bill on-line, the price difference is explained by a mid-month adjustment for adding a line during a billing cycle, and the actual price is as quoted at the store. This should've been a simple explanation to me by customer service. T-mobile almost lost a customer over a great product and poor customer service. I was frustrated for no reason. Really sad. I called 1-800-937-8997 to report customer service issue as instructed on T-mobile website, then was told there was a 30 minute wait. So, I'm reporting my issue here. To be clear, AWESOME in-store customer service, HORRIBLE phone customer service. #disappointed

4 months ago

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mele o Honolulu, HI

Your Ala Moana location had a wonderful team member of your staff working there. Her name in Amber. Service skills, a lot of patience to work with elderly people like myself, and I was very satisfied with the service I received. I thought you should know.

7 months ago

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Russ Hamstring Lake Havasu City, AZ

I have never had an issue with T-Mobile in the great many years that I have used them. The service is great and very rarely loose a call. Their customer service and support are very good and will send a phone right out if you loose or break your phone. Thanks for the wonderful service T-Mobile.

8 months ago

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Jesse Broadt Currie, NC

I left Straight Talk after eight years because their customer service simply got worse and worse and worse, and from start to finish with T-Mobile, it's been a pleasure. The customer service has been exemplary, the mobile connections are faster and better than Straight Talk. I like the T-Mobile Tuesday feature. There's really nothing not to like. I couldn't be happier.

9 months ago

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Chrissy Lang Bellevue, WA

T-Mobile, I miss you we were together for over 10 years! I took you for granted you have amazing reception I was never roaming; customer service was amazing, I've never had dropped calls or calls that never rang, and when I wasn't working you waited for me to see if i could make my payment. Many of the employees tried to help me find a way to lower it but I was never able to😭 I appreciate that. I'm sorry I couldn't pay I will be back Soon; I hope.

11 months ago

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Yuraima Rodriguez Tampa, FL

On Dec 28 2022 we went to TMobile store at Bruce B Downs right at front of Hubters Green to buy three apple watches. WHAT AN AMAZING CUSTOMER SERVICE, the representative, Mr, Luis G provided to us!! A+! Congratulations! Today 01/7/23 we went back to buy another device and Luis remembered us but he was busy and Me. Calvin took care of us. Exceptional service! We appreciate the honesty, care, kindness and professionalism they have at that store; this is the customer service America deserves to have at each single store of any kind. TERRIFIC job Luis and Calvin and staff. . Keep it on! Thank you. Yuraima Rodriguez and Luis G

1 year ago

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Debra Philadelphia, PA

I upgraded a phone to my second line on my plan. T mobile claimed they couldn’t get my payment to go thru. So I told them I would call back when I found out why my debit wouldn’t go thru. I called with another card and they claimed that wouldn’t go thru but at first I was told it did. So I was told do another order but first pay my bill which was due at the time. So the whole thing about my debit cards not going thru was BS! They wanted the bill paid first which was always paid the whole 4 years I’ve been with the company. But now I’m going to get these phones paid off and find another carrier. Or if another carrier offers a buy out I’m gone. The whole thing was a terrible process which I hope I never have to go thru again! Just want to write and tell everyone that T-Mobile corrected the situation! This is why I’ve been a customer for 4 years! Thanks T-Mobile!

1 year ago Edited September 23, 2022

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ShyPimp74 Ft. Washington, MD

Jenny is the type of customer service I'm use to from tmobile. She didn't haggle me or act as if it was a chore to assist a loyal long term faithful customer. She explained things very clearly and made sure I wasn't ever inconvenienced. She allowed me to explain uninterrupted and also apologized for experiences with tmobile that had nothing to do with the care she was providing me. If every customer care representative was like her, T-mobile would be the only carrier needed in America. Please reward her with responsibility of management because she is ready to not only be the example but to set the example for others to follow. Promote now!

1 year ago Edited June 13, 2022

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Kalita Gunter Baltimore, MD

I have had T-Mobile for about 7 years an I absolutely love them. The customer service is amazing an they definitely work with you. Anytime I have had a issue with anything when it comes to my phone service they are right on it. The waits for customer service are never that long at all. They also do call backs just in case you can’t get to them right then an there. They have great pay arrangements too where you can pay half your bill an pay the other half when you can. They reward you when you are a long time customer which I love. The service never goes out an if it does you just call them an there right on it 100%

2 years ago

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JJZ Palm Bay, FL

I switched from ATT to T-Mobile a year ago. My cell phone service has dramatically improved. I no longer have the quiet pauses or dropped calls. I have the senior plan and have had no issues with billing. When I have questions about how to use my phone I stop into the local store and they are always extremely helpful. I stopped in yesterday because I bought a new iPhone elsewhere and my contacts dropped from my car. Eric came out to my car and completed the task quickly. He also pointed out a couple of features on my phone. The location on Palm Bay Rd in Palm Bay is outstanding! The last time I went into the ATT store in Melbourne the rep didn’t even look up from the device he was using. So, yes I am very happy with T-Mobile!

2 years ago

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Nam Denver, CO

I've been with T-Mobile for more than 10 years and let me tell you, T-Mobile takes really good care of their long-time clients. I have the Magenta plan for 4 people in my family and the cost each month is below $200. I use their app, which is very convenient, to view and change my plans if needed on the fly. Customer service number is 24/7 and the representatives are always kind. I'm not too concerned about having service when I go to the mountains or somewhere remote because I don't expect to have service. I know that for some people that can be a deal breaker. Last time I heard though, they are leaders in implementing 5G. I also have their insurance plan for a phone that they don't make anymore, which I highly recommend. For $12 extra a month, I can go out into the world and feel safe that my device is covered. I feel proud to be customer of a company that is growing so fast, especially with their acquisition of Sprint. Cheers to many more years!

2 years ago

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Julie H. San Diego, CA

I was debating switching from Verizon to T-Mobile and was weighing the Black Friday deals. Rudy, a chat representative, was THE MOST HELPFUL PERSON IN THE ENTIRE WORLD AND HE DESERVES A RAISE. He was such a supportive and informative salesperson. Ultimately, I decided to stay with Verizon because they had a deal on exactly what I was looking to purchase. But, if they hadn't offered exactly what I needed... I would have switched to T-Mobile without hesitation. I must have spent an hour debating which to go with and Rudy stayed by my side answering any question I had. He's the best of the best and I hope everyone switches to T-Mobile.

2 years ago

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Mike Ika West Valley City, UT

Ive been a T-Mobile customer for almost 20 years. They have great customer service. Every time I’ve ever had an issue, their customer reps have been very quick and very helpful. I hate having to go thru the automated operator to get to a live person, but other than that I love their customer service. T-Mobile is also cheaper than other carriers which is why I have stayed with them for so long. I wish they had a better upgrade program though. Ive been wanting to get rid of my iPhone 6 for a while now but dont want to pay full price for a new phone. Their upgrade program in the past was awesome, but the upgrade program now is just meh.

4 years ago

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KEVIN BROWN Gorham, ME

Excellent all around service for the last 10 years. I would like a more intuitive website and a call in service that has a more intelligent automated responce that remembers your voice and preferences..maybe Male or Female choice .. ( paying bills for instance on your second call it would recall you prefer a female automatic voice responce and what you normally call about )..if possible it could track your location for instance and say " hope you have a nice day or night or say something positive about your make of phone or even comment on the weather. Their Customer Service both hard location and via phone have been great..I recently called about reducing my bill and they made it happen..very pleased.7

5 years ago

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Brian GPWarrior

Thank you for making me feel like we have always been family. John Legere the CEO of T-Mobile has inspired me more than he knows. At a very dark time in my life just recently John's videos and tweets helped bring me back to life you could say. I'm playing guitar more than ever now after stopping for many years due to some challenges during my military service and after I got out. John retweeted a guitar video I sent him live on Twitter using #tweetjohn that boosted my spirits and I've learned to strengthen my faith and this might sound weird but all I want to do is help anyone I can. There is good in everyone and sometimes when people are doing bad all it takes is one person to reach out, hey or how are you? Even smiling at someone could change someone's day or life. You never know. T-Mobile is dedicated not because they feel obligated but because they care in truly addressing your needs and concerns and doing everything it takes to not only fix the problem, but also makes sure you are satisfied with everything before finishing the Call! #TeamMagenta

7 years ago

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Tony Pena Whittier, CA

I was with Verizon for 18 years and switched to T-Mobile last year. So far I am super happy with them. They offer great customer service, they are much more reasonably priced and in my situation much faster data speeds that Verizon. I know that your mileage may differ but in my case where it matters most (home, office, etc) the service is better and faster than Verizon which is considerably more expensive, requires a 2 year commitment and and does not offer an unlimited plan for under $100. When I would call Verizon for support I often got attitude but T-Mobile is really good. I know that their coverage isn't as good as Verizon or ATT but for me it is good enough and they are growing their network footprint faster than anyone else. Plus as a whole, they are much more consumer friendly than the other providers. T-Mobile has been the single most influential company to get the bigger guys to at least consider to consumer and not flat out take them for everything they have. I will be a loyal T-Mobile fan as long as they continue to be consumer friendly, I refuse to give my money to the other guys when they make statements like Verizon recently made that they do not care what their clients say they will not give them unlimited plans. I will not support companies like that.

8 years ago

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Jeff Bray Patchogue, NY

I don't understand Melinda Elizaldi's review. I simply forgot to pay my T-Mobile bill a couple of months ago. The following month I logged into my account, online, to pay my bill and saw a past due amount along with my current bill with a BIG total amount due. They gave me a option of paying the past due amount in full or in payments. All I had to do was click on which ever option I wanted. I paid it in full, but I remember thinking that it was nice that I had the option if I needed it to pay my past due amount in a payment plan. Maybe Melinda isn't a post paid customer, or maybe Melinda didn't know that payment plans were a option.

8 years ago

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Kurt Underkofler Camp Hill, PA

T-Mobile over charged my account $58 for 13 months. Finally switched once I noticed. The supervisor on multiple calls said the bill will be removed. Just was notified it was sent to collections. They will not send you any information. This company is VERY CORRUPT!

2 months ago

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George Yamamoto Chula Vista, CA

If you receive your bill via mail it comes around the 9th of the month and T Mobile expects you to mail in payment 10 days prior to due date which is the 22nd of the month. This gives customers 3 days to pay their bill or risk getting a late fee penalty from T Mobile. Does this seem right?

3 months ago

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Victoria Russell Troy, NY

Unable to make calls or send texts on an almost daily basis despite being connected to wifi. Usually due to having no network connection. Why pay for the "best" and still have the same issues as with the cheap services that are 1/3 the cost of T-mobile? For the $15 worth of Netflix & Hulu? I can pay for those subscriptions myself monthly & STILL save over half the cost of T-mobiles obnoxious prices. NOT WORTH IT! 😡

3 months ago

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Jo P Orlando, FL

After 3 wonderful years I just had the most disappointing conversations with T-Mobile. What's changed?? My services were suspended with no advance notice, with no messages, no communication whatsoever. The reason, I'm told, is because there was one missing payment. Meantime T-Mobile has not 1 but 2 valid forms of payment and I have never missed any previous payments. After spending crazy time on the phone trying to understand and rectify the issue I was then told different answers by different supervisors. The last crazy conversation was about a $15 credit I should have received and was not provided. Enough is enough. Good by T-mobile until you return what you used to be.

4 months ago

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Elle Powers New Orleans, LA

Ever since Sprint was bought out by T-Mobile this company has been stealing my money left and right. First, my bill went up by $50 randomly when they promised all sprint customers that their plans and rates would not change. When I called in they said it was because a “promotional period” on the leased phone on one of my lines ended. I was not aware that this promotion had an expiration date as normally when you trade in a phone they apply a credit of your trade in to the account and discount your every month bill. Then, I went on a cruise and very specifically only used my unlimited texts and data in Mexico that I was sure to check I had on my sprint plan before going but when I returned I was charged $25 for “texts and data overseas”. After all this I changed over to Verizon to get my own plan and give my existing T-Mobile plan to the other user. I was unknowingly overcharged on my last bill and received a prepared card for a refund. I read the terms and apparently this card has fees, so they’re still getting some of my money that was not rightfully theirs. Then, I tried using their new 5G WiFi and when I decided to return it after only 2 days, which is within their 14 day trail period, I was still charged the $50 almost 14 days AFTER I returned the WiFi and cancelled my service. The representative said that “the reason this happened is because when your service was cancelled your automatic payment wasn’t cancelled in our system” so she had to “request a refund”. Absolute scammers. Do not trust them.

4 months ago

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Nico

I have been a T-Mobile customer for over 10 years, but my experience has been far from satisfactory. Living in a densely populated area, I expected reliable cell coverage. However, T-Mobile's service was so inadequate that they had to provide an amplifier to boost the signal. It was one (two, actually) more devices running in our house, but it solved the issue. Fast forward to when I decided to cancel my service due to moving abroad. To my astonishment, T-Mobile charged me $300 for the amplifier they provided 8 years ago - a piece of equipment that is practically obsolete and that they sold to customers for only $100 back in 2019. That's after I spent $12,000+ with them over the years! Attempting to resolve this issue, I spent several hours with their customer service. While the representatives were friendly, it felt like they weren't really listening (I had to repeat some basic facts several times). They never truly addressed my concerns. Needless to say that I'll never be a customer again.

4 months ago

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Steven Coe Philadelphia, PA

I would just like to start out by saying I wouldn't even go to T-Mobile an eighth of a star but their system here doesn't allow that the experience I've had over the past year has been not only apolly dealing with T-Mobile now that's customer service that is treatment of a customer but unethical and more than likely illegal it is obvious that the company puts profits ahead of its customers contracting with a call center that does not have proper training of its agents to handle customer concerns and I can't even keep their scripts right. I will also say that it doesn't end there, this matter has seem to be like a cancer and spread throughout the company to what used to be good customer service is no longer being so it can be sporadic and the higher up you go in the company the worse it gets especially the executive response team and the lack of accountability and positive reinforcement of the CEOs public image of being concerned about the customers. I personally have been threatened by them to limit my access to the customer service because of supposedly my excessive contacting no matter how they want to try and spell it I have shot them down on their explanations I have done everything that they've said including contacting supervisors managers and multiple contacts with the executive response team all with no improvement or change in the situation the problem is when these people don't want to deal with something or they are not trained properly to deal with it they just abruptly drop the chat or the call, or as in the last interaction with an executive response team member take part of what I say because I'm telling them luckily because I have autism that they're wasting my time then they decide that now I'm the one trying to end the conversation and they try to be polite and say that they don't want to waste my time then why did you waste my time to that point and keep broadcasting to me that I'm not trying to waste your time I've been on this chat with you for 20 minutes and blah blah blah blah blah there is a right way at a wrong way to handle customers and the last representative I have to doubt his morals because saying that he has an autistic child and judging from the way he handled the conversation with me I would have to state that I have serious doubts about that claim. I say this in closing T-Mobile has some very wonderful people and their call center in the US that very professional unfortunately they have no power to do anything except read the script and say that it's going to be escalated and they're taking feedback and so on and so forth this may be true as what they are trained and told but it never goes any further from my experience it is all just a way to State around the edges of the business ethics that they should be practicing and the laws that they should be abiding by. I personally find this type of behavior not only insulting and unethical but unprofessional and borderline criminal

4 months ago