T-Mobile

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.

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...

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

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

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!!

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.

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.

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.

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.

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

Efficient customer service, excellent coverage overseas whether I'm in Asia the Middle East or Europe, service never falters, home internet is equally good!

T-MOBILE has the worst customer service EVER! I am in education and technology is very important in supporting students as well as allowing them to develop an understanding of the positive and negative aspect of technology however TMOBILE tends to make advertisements are sign you up for things that they dont later guarantee case in point I have had insurance on a device for more than two years only for them to tell me today that they should not have insured the device or it was insured incorrectly. They even tried to give me the money back for the two years which doesnt equal to what I pay them monthly I am so upset with this service and them standing behind nothing and I have been a customer well over 15 yers with no interuptions and yet now I feel like I am forced to get a new carrier. TMOBILE i have writtn letters about the fee's you now charge becasue I wont allow you to take monies out of my account! I have written you about being sent to NOMANS land where communication is NOTevident after 4pm and yet they clainm to be a team of experts. You have not done anthing but cause me undue stress in my home ( no phone service) and my workplace ( limited service now no insurance)

I selected a plan that assured me coverage at my rural NC home. I couldn't get a signal. I returned the phone in less than 24 hours. I wasn't pleased about the $20 restocking fee but had no choice. Then I discovered they were drafting my account for service I wasn't receiving! Customer service was impossible to deal with as none of the employees spoke English as a first language and their thick accents were impossible to understand. I spent over 2 hours with them with no satisfaction. Afterwards, I went to a retail store with almost the same results. Fernando tried to take care of me, but their rules made it difficult for him... I wouldn't recommend this company to my worst enemy!

I have been a customer for at least 25 years. And have always been happy with them until yesterday. I went in to buy my granddaughter a phone which I raise. And noticed tax was way higher than it should of been, So I questioned it. They said its a one time activation fee of 35 added. I said since when! This is my phone number that I've had for years and we are switching the sim card over. And so the argument began. I will also mention I haven't worked in months because I've been busy fighting cancer. So I had to get in my bill money and take out the other money. This is nonsense. My husband and I both need new phones too. But they just lost two sales. I am going back to buying off of market place or Craigslist. Very very disappointed in this practice that started last year. And the lady waiting on me said it's always been that way! Wrong! I said I can't wait to get my survey when I leave the store. And for the first time ever they did not send me one.

switched from ATT. From day 1, most calls get dropped and more than 50% of text messages won't go through. After 12 FULL hours with Tmobile support, they could not figure out how to make their service work. I then asked chatGPT and it said to check if I was using Google messages. Sure enough, the employee at the store had installed and set that up as my text app WITHOUT my permission. I deleted the Google message app and Text messaging is better, now at least 80%, but still some are being missed and/or delayed significantly. We tested it is not location based. Tried connecting at 5+ cell towers with 5 bars and still an issue. Switching back to ATT.

TMobile says they have service everywhere, but they don't. They maybe a cheaper company but I would rather have the quaity. If you are on a budget then this service is for you. Some of the places I go, which are in the rural areas, I could not get service. I needed something realiable.

Spectrum. I only had cellphone service with T-Mobile. My iPhone is/was fully paid for. I recently received a final bill from T-Mobile for $69.09. They are charging me for equipment that I do/did not have. I called their customer service line, and the representative could not help me because I needed a pin number. She informed me to go to the store and have the merchant handle my concerns. I went to a local T-Mobile store, and the merchant said that he could help me as well and that I had to call customer service, to which I replied, “I already did, and they, too, said they can not assist me.” I was hoping that one of these representatives would resolve this issue. I want others to be aware of being over-charged by T-Mobile and their poor customer service. In short, If I had to rate T-Mobile, I would rate them with a one-star for effort!

What a bunch of Crooks...my phone stopped working so I took it in to them ... FIRST WORD OUT OF HIS MOUTH you need a new phone ....sells me a new galaxy phone ..... the brand new phone don't work it's got the same problem as the one he said replaced ... then disappears in the back room comes back out tells me there's a block on your phone it won't work for 24 hours ask him why did you sell me a new phone... argued and would not take the phone back there's nothing wrong with the old phone just wanted his Commission on a new phone.... my bill went form 30 a mouth to 70 a mouth tells me the phone is free.... but if you leave I own $110 ....so it's the same only different ....double talk.... all Crooks use double talk Crooks cheats robbers and scammers.... that's your T-Mobile.... the Galaxy phone has all kinds of problems my other phone worked perfect this one's got all kinds of glitches and problems in It software updates that don't fix anything don't recommend it at all flashlight keeps turning itself on for no reason randomly just dials somebody's number have checked it over and over for viruses it says it has none just a lousy working phone from T-Mobile

I went to Rocky point t Mobile!! Connor and Zane went above and beyond to help me. The staff is excellent all of them!!! Thank u for your continued support . Susan miranda

T-Mobile’s in-store customer service left me feeling frustrated and disappointed. I visited the store to replace my internet router, but the staff refused to help me, claiming that the router was defective and that replacing it would hurt their numbers. They told me I would have to go to corporate or mail it in and wait for it to be shipped. I explained that I needed internet right away and couldn’t be without it for several days, but they still refused to help. I have a business account with 12 lines, but they didn’t seem to care about my needs. The customer service specialist was rude and unhelpful, and I was left without internet for several days. I would not recommend this store to anyone. The in-store customer service is terrible, and the staff doesn’t seem to care about their customers’ needs. I plan to reach out to T-Mobile’s corporate team and management to file a complaint about this store and its poor customer service. I hope that T-Mobile will take steps to improve its in-store customer service so that other customers don’t have to go through the same frustrating experience that I did.

I got stuck with T-Mobile when they merged with Sprint. Coverage for calls/data was the worst– they blamed it on high network traffic but I would be sitting next to friends with AT&T, Verizon etc. – they would have service/internet & I would have nothing. Finally made the switch to Consumer Cellular – 2 of my 3 phones there was no issue to unlock & activate. My S21 showed unlocked to T-Mobile my phone had a message "please contact Sprint to unlock your device.” After spending over 6 hours on the phone cumulatively, receiving conflicting & incorrect information – the issue STILL is not resolved. I had been in touch with the executive office about the coverage issue and brought it to their attention. They advised they “regret” this occurred. Really?!?!!? Unbelievable that 5 different T-Mobile representatives had different answers to the issue including doing a factory reset which resulted in spending another 1.5 hours to set my phone back up. It’s been 1.5 days and I have to wait another 3 days for T-Mobile to figure out the issue. I strongly urge you not to do business with this horrible company. Apparently it’s the norm for customers to spend 6 hours of their weekend on the phone.

cell phone service is trash. By far worst cell phone service ever. No matter where I'm at it lags. Been up to the store 3xs and nothing helps. I paid off my phone just to get out. Been with then 5 months too long. Had 3 phones in my Okanagan and everyone had the same missed calls, dropped calls, lagging with the internet. Also my bill credits only hit 2xs then went back up. Waste of money I lost so much money with their horrible service. If you want the worst of worst with cell phone service and high bills with no credits go with them. Enjoy the dropped calls,missed calls that don't show but if you're lucky and the person that calls leaves a voicemail then you'll get the call but your phone won't show a missed call. Missed texts or texts not going threw, and lagging internet.

Im so disappointed I have excellent credit I switched 4 lines to T-Mobile from att. I wasnt to upgrade my 2 lines and they want me to pay high down payments on phones they lied to me over and over on at customer service that they would fix it but they didn’t after 4 calls still got the run around how they care I will leave reviews everywhere how they lied to me. I even asked about upgrades when I got the new service. They said Every customer is different that you get a spending limit. I have a 795 credit score and it’s just not right I will go back to att where I can get anything I want and just pay taxes. I would have never switched to save 30 bucks a month.

The only thing good is no contract*. However, no service or inconsistent service is no good with or without a contract. We have 3 phones, 2 watches, and the internet. If you take their so called free offers it makes you obligated for the term of what they offered free - so in essence there is a 2-year contract. You have to pay everything off (even though it was advertised as free) if you want to dump the crappy service. *Same thing with other carrier contracts - so just a way to sneak a contractual obligation into your phone bill without the actual words. Service is so bad we can be sitting side by side - same exact phone - 1 will have few or no bars and the other 3 or 4. One can search the internet with no problems. The other will sit and spin and finally say no internet connection available. These are phones - cell service - far away from home - fully charged - should not have to have an internet connection. We check what's turned on or off - nothing matters. We've complained - they do a reset - doesn't work - still no internet connection available comes up. Unfortunately, we also have their internet service at home and that isn't any better than the cell service. Just like the dropped phone calls, the internet is always disconnecting. If it's not disconnecting it is sooooooo slow and I mean slower than the old dial up connections. Many times, it will time out. Most of the time turning things (all) off and refreshing does little to correct the problems. Even if you're under the max connections - more than one connection can bring 1 or more phones/watches/tvs to that slow crawl or no service. I think as far as service reliability T-Mobile is by far the worst service I have ever had. The staff at the local store are pretty good. They can't fix a broken system but they give it a try. If their service worked as it should, it could be a good value - but when it's a daily problem - you get what you pay for. I've lost service once before and twice during my time on Best Company dealing with this review.

Had these jockers for over 2 years. Hardly anything good to say about them. The most unreliable coverage, their customer service reps are utterly clueless. They will sign you up to plans T mobile doesn't have. When they throttle you back ( aka prioritization) they will literally cut you off from dara/ internet. Their " unlimited plans" are just a lie , T mobile doesn't have " unlimited data plans" - none! Their app is as useless as they are , you can't connect to get your account information. " service unavailable " is more than a common error message you'll get trying... Their reps ( overseas of course) care only about the reviews they are asking you to write at the end of every single phone conversation with them. In short , just a bunch of lying scammers disguised as a reputable business.

Returned a wireless device. A few days later I got an email stating my bill was overdue, and they charged me a penalty. I paid it immediately, although I was told at the store I didn’t owe anything. So…a month later I get bill. It says THEY owe ME $13.50. Great. I assume they will put the amount back on my credit card. Nope. SIX MONTHS later and I am still receiving statements saying FINAL BILL, with a -$13.50. I’ve tried calling, but since I no longer have an account, they can’t find me. I’ve gone to 4 stores, been told they’ve sent me a “gift card” for the amount twice, never got anything. I asked for an email confirmation of a conversation and was told they didn’t have the ability to that! This company is unbelievable. Lousy customer service, incompetent sales force (one store, the salespeople were sitting on the floor joking and told me they were doing ME a favor!!), and the unmitigated arrogance of keeping money that should be returned to a customer. I would rather go without a phone or internet than EVER do business with them again.

Hello: I have been a T-Mobile customer for 10 years; I have 6 business lines with them. When I signed up with them, they were wonderful; the service was great and reliable, but during the past 3 years, their service and reliability have been diminishing. In so many occasions, the phone calls does not go though even though we are testing our own phones; the phones do not ring and the callers are directed to voice mail; voice mails are not notified for as long as 3 days. Today I had a very important call which I took the day off just so to be able to receive the call. 12 minutes past the due time, I received an email that they had called me and it had directed them to voice mail. I was looking at my phone the whole time. This was the straw that broke the cannel's back, and now I am searching for substitute to my business elsewhere. Sincerely, Michael

Do not do any business with Sprint or T-Mobile. Sprint robbed me of over 500.00 dollars. When attempting to get a refund I was lied to several times. Calling customer service is the most painful task anyone can do in a day. Every time you call, you have to start your story all over again and the wait times can be astronomical. Are they not taking any notes about the 30 times I have had to call call? And dozens of attempts later, still not resolved. With a company this large, you think they would be obligated to refund their customers with money that was wrongfully charged/billed. Months of calling and getting transferred from one customer service rep to another, I have been left with nothing but wasted time and a bank account that is short over 500.00. They have even admitted their mistake in overcharging me but still no resolution. Please don't waste your time and money. If there are any issues you will be promised everything and anything, but you most likely will be left with frustration and regrets. I have always been friendly and kind and always paid my bills on time for years. But to them that doesn't matter. They would rather lose a customer than resolve a wrong doing. To this company, YOU DON'T MATTER. What a shame. I am looking for assistance on how to file a formal complaint but of course SPRINT and TMOBILE are not assisting with that either. Even after acknowledging that they made a mistake in overcharging me for hundreds of dollars.

I have been with T mobile since 1997 when I was stationed in Germany, In 2003 got it in the states... I'm very disappointed and thinking about dropping T-Mobile after the repeated disrespect and fraud being sent my way. I have had multiple phone's but on when I came back from Iraq in 2005 didn't work, another got an update two weeks after it was paid off and quit working. This is the third phone I have paid off and then get a system update and it either doesn't work or makes.it impossible to use. This latest update keeps eating my memory and I have delete almost everything off of it....after this last "system update" my operating system now takes up 113 of my 128.....and every time I freed up more room the system takes more memory. This is the company's way to force people to buy more and is illegal. My choices are sue T-Mobile or just change to a company that doesn't screw their customers.

These guys suck! Been with them for over a year and a half. Reception SUCKED for that time and after that long of complaining they offered me a booster for my home and it still doesn’t work all of the time! Sometimes my signal bar says, SOS! Tried my best to get something to work with them and was LIED to twice! Have an IPhone that I hate! And they want me to pay it off first before I can get an android and aren’t going to give me a good value if I trade it in! PISS POOR service and customer service! When you call customer service it usually goes to the Philipines and you can’t understand them almost every time!

Bad company, either cooking the client for money, or simply ignorant. As I was going to stay in the States for the summer, I bought a SIM card from June 15th to July 15th. The worst problem for me was that I had no connectivity at many places in Boston city and no connectivity at all out of the city. Since I have a device bought overseas (Samsung Galaxy A22) hardly compatible with US providers, that may be partially the cause. However, I had data connectivity at least at some places within the city, so that was not the main problem. My point against T-Mobile is the following. I was three times in one store in Boston explaining my problem, and they drove me crazy and lied to me and I had to spend so much time by myself trying to understand and fix the problem. Firstly, they didn't mention the device compatibility issue, simply sold the SIM card assuring there were no problems. Once sold, when the problems started they told me the solution was both to restart the device and reboot the connection settings every time I lost the connectivity. Didn't work. Thirdly, they said my Spanish SIM was blocking the US one and had to take out the Spanish. Again, didn't work. Then I came to the Verizon store and they told me the problem was that the T-Mobile network outside cities is simply bad and Verizon is far better. They also warned me the device was not compatible, so I could have problems. Verizon card, though a bit slower than expected, worked. For less than 30$, it is ridiculous and suspicious to behave the way T-Mobile did.

I don't know were to begin with, wait time of 1.5 hour for a call back? 45 minutes of wait time after the call back, being disconnected after the 45 minutes or when the representative called Dayna answered. I asked her to note my number and call me if we get disconnected but that did not help when she wanted to connect me to my account representative and I was disconnected. The irony is that despite having the last 4 digit of our business tax ID # my name, my password, my phone # and my business # she could not say why I could not log in to my password. Best thing to do for your shareholders is fire your CEO.

My mobile service provider recently change from Sprint to T-Mobile - thus far so good. Haven’t really needed much more than our regular phone service, No complaints.

I have been with T-Mobile for many years. Three months ago I added 2 smartwatches for my kids to my plan. They advertised a deal for one watch to be $10/month and then 2nd watch would cost $5/month for the plan. In addition the watches would be discounted from $12.50/month to $4.08/month for a total of 24 months. They then told me that it would take three billing cycles for these promotions to show up on my bill and when they did show up I would received credit for the three months prior when the deal didn't show up. To keep it brief, I have been billed three times without the promotion showing up and now just received my fourth bill with no promotion rate. When I went back to the electronic document that stated the promotion it has been changed online and says that we agreed to pay the full price and not the promotion price. There is no way for me to prove the promotion they offered and we accepted because I did not print the document when the exchange took place. They told me it would be available on my account online, but the document on there is NOT the agreement we signed. This is always something I had been leary of with signing documents electronically where you can't actually guarantee what you're signing and that the electronic document they file and email to you will be what you signed.

This has to be the most frustrating thing that happened to me. Too bad I realized TMobile is so bad after 10 years of being with them and now that I switched, I feel relieved. The problem is as simple as it could be, just requesting this TMobile phone to be unlocked, has been paid off 3 months ago even the final balance as well. Unlocking a phone, I am aware that can only be done through calling their customer service. I did not take the names initially because I thought it will be easy. July 30, called to request for phone unlock. Did that manual unlock, stating Error: 1019, representative aware. Was told wait for 72 hours. August 4, followed up, was told to wait again for 72 hours, and that an email will be received. No email received in all inbox including Spam folder. Representative aware, of Error 1019. I mentioned phone was already reset/rebooted, has been on the whole time, it is connected to wifi. Another provider sim card was tried out to check. August 7, called again, and stated it has been 8 days ago since initial request and nothing was resolved yet. Representative said issue will be escalated to resolutions department and will be prioritized, wait for 24 hours and will send an email. Again, not solved and no email received. August 10, my 4th call in 11 days, spoke with Diane. I asked to speak to supervisor but representative said supervisor was engaged in another call, instead tried to do all the things the past 3 representatives did, which I cooperated again and again. I am not even yelling, but already frustrated at this time. I requested to speak to a technical support, and still was unable to help and was told for again, issue will be escalated, will inform the higher managers, wait for 72 hours. Total time of call was 1.5 hours with that 0.5 hours (30 mins) of being on hold to wait for that transfer to technical support. Saying it will be surely unlocked since it is already prioritized and rest assured it will be resolved. August 11, after 24 hours, still not resolved. I went to TMobile store at the mall, stated they cannot help unlock a phone which I am aware but what more can I do if I can’t be helped at the only place where they say has the job to do that? I mentioned the whole story and my frustration and was told to go to this other TMobile store because it is the Corporate office so I went there, and I asked this guy if he can call for me. He said just call and say I am activating a line to get in the call faster. I said the problem is not getting to talk to someone but “the problem is not being solved for almost 2 weeks and I keep making this calls, waiting to talk to someone, hoping someone can find the problem and I have been very cooperative and patient, and kept being promised but the issue has like nowhere to go”. And he said he cannot make the call, that it has to be me… I went back home and called the customer service line for the 5th time, spoke with Lou, and I asked to speak to a supervisor immediately. Of course, they see the note, and she said she is very knowledgeable on unlocking phones, and tried to do another way which was unsuccessful again. I cooperated and I know she is just trying to solve it and not transfer the call anymore to the supervisor but seeing it still did not work, I repeated myself and said, please, let me talk to a higher one, and so I was transferred to the manager, some wait time again, and so I spoke with Christian, said is one of the managers there. Same thing again and again, telling me issue will be escalated, I do not know how many escalations it should go when this is my 5th call. He tried to cut me short because I am already so frustrated telling me “Rest assured Maam, it will be unlocked in 24 hours”. The exact same thing Diane, the representative I spoke to yesterday, said. I asked, “if this is still unlocked, who else should I talk to? Should I call and look for you?”.. and just said the same thing, “rest assured…” I’m getting tired of the promises. 2 days passed and I am already giving up because they will just keep me waiting for another 24 hours, my precious time has been wasted too much. I wanted to call that manager for him to know, but my husband stopped me cause I already am stressing on this for half a month. I believe there is a problem and I was cooperating and willing to find out the problem, but I never got the help I needed and it’s more frustrating that I do not know where to go anymore because even in person, I felt I was declined to be helped. This is TMobile’s service to former customers.

I strongly advise against using T-Mobile branches, as I have personally experienced being scammed twice at their locations in Vienna and Tyson Mall (Virginia). On the second occasions, I purchased a Samsung Watch with the understanding that I could use it as a standalone mobile device, leaving my Samsung Mobile at home. The employees assured me that I only needed to pay an additional $15 per month for this service, in addition to my regular plan. However, after a few months of paying for the service without using it, I attempted to make a call from my watch and discovered it didn't work. Several days later, I received a call from a woman claiming to be from T-Mobile's highest management staff. She informed me that I could not use the service separately from my mobile device and that I would need to pay an extra $5 per month to do so. Furthermore, she stated that I could not return the watch, and they were unable to investigate the circumstances under which the service was sold to me. This situation left me with two options: either pay $20 per month for the service or continue paying $15 every month for a service I cannot use. This is a highly unreasonable situation, especially considering that I could get a full data line from Mint for the same $15 cost. It's disappointing to encounter such scam-like tactics from the branches and witness the careless policy employed by the parent company. I believe these practices are unethical and exploitative. I hope that everyone dealing with T-Mobile is fully aware of the risks and potential scams involved. Please exercise caution when interacting with them, if you must deal with them at all.

Angelia Spivey Lubbock Tx . Should be able to pick 0. Of course the customer is never right apparently. I don’t think anything they said was true first, there was a free tablet that cost $200 which I found out it was not free and then it was too late to return it. They offered to trade in the phone there’s a commercial for the free iPhone 14 when you trade in your phone so they take away your phone and now you owe $800 they tell me it’s going to be $170 a month the bill is $240 a month and i have called over and over and over and they say they just haven’t put it in there yet. Or Cameron just put it in wrong. They’re going to fix it,. it just so frustrates me when people lie to sell you terrible service can only get the Internet sitting underneath the Internet when phones are supposed to have their own spot don’t switch so miss you AT&T even got the insurance OK it’s $200 to replace the phone, the broken equipment

Terrible company I tried back in may to get a prepaid account couldn't get one so I canceled cause my phone company wouldn't unlock my phone and they said they cancelled then a month later I was billed $55.39 I went back and forth with T-Mobile they asked for my phone number I'd never had a number with them and stuff they asked what number I was trying to transfer so I gave him the number that I was trying to transfer I gave him all my email addresses everything home address and my social security number and they said that oh none of the information they had on file none of it okay now it's been 3 months later 3 months later or 2 months later something like that and I get a bill for $200 and some dollars saying protect my credit blah blah blah and stuff and then I need to pay it off because my fee the bill whatever is saying that I was late and so they closed out my service my account so anyways we called T-Mobile we went back and forth for like two or three hours and everything just back and forth back and forth back and forth and stuff gave him the account number on the bill that they gave me oh they couldn't find anything well first they're like okay what's your login and all your information and stuff didn't know because I never created an account and stuff may I ask do you know your pen I said no I never created a pen I've never created an account so then they said okay well we can't get into the account but there's an account here so then they transfer us to another department same thing back and forth back and forth back and forth they couldn't get in and so then all of a sudden they transferred to somebody else bang for a bag and forth back and forth with them all sudden oh we can't find an account and data da duh that an account doesn't exist here and everything and yet houses and count doesn't exist when let's see I got a notice in the mail for $200 and some dollars that's owed and they took out $55.39 out of my bank account for an account this is crazy.

I went to t mobile i got some divices from them , but i cancelled everything before the 14 days terminated , they told me before i sign up with them , if i want to cancel all my money will be returned if i do cancel before the 14 days , i didnt like their services , i cancelled , but never got my money back , they took my the money from my account , and never want to return it back , customer every time iam calling they are saying that i will have the refund , now its been 3 mobths didnt receive any thing. I would never recommande them . They stole my money , i return the divices , never received my refund for it .

Not good for truck drivers it buffers often it looses signal. To be America's largest network they have more dead zones then metro which works much better traveling. And it doesn't work that good at home. Yes the data is unlimited and you get 50 gigs of Hotspot per line but if it's gonna buffer all the time even with good signal and drop calls it's worthless. I need better service or refund all of my money monthly payments and sign up cost. Because this is not what I signed up for I was promised more and better service. Metro pcs was better they just didn't offer 50 gigs of Hotspot and data speeds slow down but no dropped calls or unexpected buffering. Just horrible for a large network. You have sprint, metro pcs, and your own network and still you have dropped calls and buffering videos what the hell.

Needs to be lower than 1 star rating. If you are MILITARY do not, I repeat DO NOT use T-Mobile. Worst company horrible technical problems customer service disconnects and never calls back keeps you on hold for an hour or more for an issue they caused. I purchased international plans for them to say I didn’t even though I have a text confirming I have the plan. They do not take ownership of their mistakes but try to blame the customer. Refunds are near impossible when they are at fault. I spend hours on the phone try to resolve issues with service issues. When I’m home or overseas my service sucks. Doesn’t matter how much more I pay. I had unlimited calling overseas they charged me. Imagine being away from your child and instead of calling them having to wait on hold because they refuse to do the right thing. It’s sick. They do not support the service members STAY AWAY!!!!

It seems as T-mobile needs to train there techs better in troubleshooting issues. For the past week they have been trying to figure out how to unlock my device from there Network (Phone is Unlocked). Therefore, I cannot transfer my device to another provider. The device itself has no issues nor is there any outstanding balances. All the requirements have been made to do the transfer but yet they say they can not figure out the issue. On my last call with them which was a day ago they informed me that I would have to wait another five days so that they can put on another ticket so they can try to resolve this issue once again. I did ask the tech why it would take so long when they should have all the resources they need after all its locked to their Network. The reply was that they have a different procedure for customers who buy their phones through T-Mobile than those who buy them through a third party which who they still partner with. At some point they will have to be held responsible.

We have been a T-Mobile customer for several years until this week. Several months ago we started having trouble making phone calls from home and we couldn’t get internet service in the car in the middle of Houston. Two days ago we changed our service to Cricket and T-Mobile told us that we needed to pay off my husband’s phone which was $62.35 and then they would unlock his phone. We paid that and they refused to unlock the phone and said it would be 24-72 hours. Today we went into Cricket and the story now changed that we had to pay the monthly amt for both phones in the amt of $60. We have had auto pay for several years and we just paid our monthly bill by auto draft on June 28. We should only have paid for 13 days service but T-Mobile used EXTORTION to make this payment so they would unlock the phone. I DO NOT RECOMMEND THIS VERY INCOMPETENT AND CORRUPT COMPANY!!!

I have simplified the details of my experience somewhat for brevity. I called to order an iPhone with a great offer on a trade in. The very friendly agent upsold me home internet and said he would throw in a free Samsung tablet, the only attached string being an additional $5 per month for the added cellular service. My cellular bill was a plan that cost $55 per month, and the internet service was to be $30. With a very generous trade in credit of $830, I was pleased with the deal. My total monthly bill, which includes a $20 per month protection plan and a senior discount was to be $97. The agent sent me to docusign to sign the paperwork and almost immediately asked me what was taking me so long. I told him it was a lot of paperwork to read, and he urged, “don’t read, just sign.” That should have been a red flag. Over the next few days, I began to get emails that did not look at all like what I had been told, so I started calling. Over the next few weeks, I talked to at least a dozen different agents, all of whom seemed very kind and helpful, and all of whom assured me that I should ignore the emails and my online account details. They said they were still processing my trade in and several promised further deep discounts on my plan to make up for the confusion. On one of these calls, I informed the agent that I had been approved for the federal Affordable Connectivity Program, which pays internet providers $30 toward the invoice for selected people. The agent kindly informed me that while T-Mobile does not honor this program, he would issue a monthly credit to my account for a minimum of $30 (probably more, he assured) to make up for it. Now I was expecting a bill of around $67 monthly, and I was very pleased. Today marked 27 days from my purchase date, and I once again made one of my routine calls to hopefully get reassured once again that all of the promises made by a dozen agents were, in fact, true. It turns out nothing I had been told by any of them even remotely resembled the truth. My plan was not $55, it was $75. The tablet (a worthless 4G 32 gb and very slow and glitchy device whose operating system and included apps already maxed out its memory) was not free and required a $20 per month 5G contract. That’s right. They required me to get a 5G plan for a device that can’t even access it! My total monthly bill? $137, which is a whopping $40 over the price that included the now-cancelled protection plan, and that’s not even accounting for my alleged $30 internet credit. This is the bill for a single line, home internet, and a tablet I can’t even use. There was no internet credit, no special offers. Not. A. Single. Thing. Was. True. So I asked the agent if I could just cancel everything and return it all, since I’m still within 30 days of purchase, and she informed me that the return period had expired two days ago. So a dozen agents consistently lied to me for 27 days, and the moment it’s too late to return anything, they drop the hammer and tell the truth. This is no coincidence. T-Mobile is a planned and carefully orchestrated criminal enterprise. I promise the moment my contract is up, I will never do business with them again.

I have used t mobile in the past. I switched from Verizon and loved it for the first couple months. Then they started adding on a bunch of hidden fees even for things you don't use. the employees just care about making money off sales. They will lie to you to make the sale.

I was initially interested in the Essentials 55 plan for $40/month with auto bill pay. The sales representative showed me, in writing, how I could get many more features, plus a free phone, for $55/month (via monthly reduction of the cost of the phone for 24 months), with the Go5G 55 plan. After signing up for the more costly plan, I learned that some of the features I had been promised were not included in that plan; they were only available on the Go5G Plus 55 plan, which would cost $70/month. I went back to the retail store three times, spoke with the sales rep and the store manager, who both assured me they would "fix" the problem. I later found out they had changed my plan to Go5G Plus 55 without my permission. I than phoned T-Mobile and spoke with two individuals (one being a manager) and was told the only thing they could do for me was to switch me back to the Go5G 55 plan, without the previously promised features. I have not been using T-Mobile long enough to comment on the wireless service.

ADVICE: if you think about switching from Spectrum to T-Mobile, don't do it!!!! If you think Spectrum is bad - T-Mobile is 1000 times worse. I wanted to switch with my Internet from Spectrum to T-Mobile (I heard some good things about the service from some people in the Dayton area who use it and the price with lifelong price lock is also a big PRO), so I got their "magic box" from their store in Greenville, Ohio. Bad thing: the service was bad, VERY low speed, got kicked off many times, re-boot, etc. - HORRIBLE!!! So I brought the box back after 3 days (test period without charge is 14 days!), got the money refunded I paid when I signed up and thought, that's it. OK... not really... in.June I received a text message from T-Mobile "Thanks for your payment"... I checked my account and they took the monthly fee of $50 out of my account. When I went back to the store, I learned that the geniuses there somehow forgot to cancel the phone-number that was associated with the Internet-Box. They said that they fixed it and a few days later the $50 were refunded. So... now it should be OK, you think... think again... on 7/3/23 I received a) a new bill from T-Mobile and b) a letter from the Debt Collector AllianceOne because of $50 I allegedly owe to T-Mobile. In my 15 years with Spectrum, I NEVER had such a trouble like I have now with T-Mobile. Yes, they raise the price every year, the customer service sucks, but they don't play such games - and the speed is really good and the Internet service is reliable. It turned out that the geniuses in the Greenville, Ohio T-Mobile shop screwed up twice! After phone calls with the customer care department/financial department (this whole crap wasted about 3 hours of my time - so far... plus the geniuses at the Greenville store threw me out. Reason: they said I "threatened" them - OK.. I said I'll report it to the BBB, which wasn't a threat - it was a promise, and my right! And these geniuses pretended that they didn't do anything wrong...) it turned out that they first didn't cancel the phone number that was associated with the internet box when I returned this crap and secondly when they canceled it after the first illegal charge they canceled it per June 20 instead of per the day of return. So, not very smart.... But T-mobile itself is IMO a very shady company itself! They sent out the notice that I "owe" them $50 on June 22 (one day after I received the refund for the illegally withdrawn money). The letter of the debt collection company was dated 6/26. So, these IMO very shady people sent out the letter to me and at the same time they transferred it to the debt collection. Shouldn't you first get a bill and in case you don't pay it, THEN and JUST THEN (maybe after 30 days or so - and only if you didn't dispute the bill) it should go to a debt collector? Bottom line: stay away from T-Mobile where lack of knowledge (to say it very politely) meets IMO very shady behavior...

I got a T-Mobile data plan, no contract, cancel anytime. The offer included a free tablet (a cheap Alcatel one) which I didn't need. The sales rep did NOT explain that the tablet IS on a contract (24 months) and cancelling the service entails paying the remaining "balance" on the "free" tablet. Although I can return the unused tablet, they will not budge. They also declined to check the recording (from 7 months ago) to confirm that there was no mention of this contract. Either sneaky by design or they need to train their customer reps better. I sure hope someone will take them to court for this type of misrepresentations.

The best cell phone provider, I have used many and I feel they are the best for the money. I never drop calls, and have even had service in an elevator.