Complain about a product or service

T-Mobile - Network Problems

Anna of Portland, OR January 25, 2010

I cannot believe T-mobile. When I moved and couldn't get service in my home, several tech support people told me they would do everything they could to fix the problem, and if not, they would let me out of my contract. After 6 weeks of switching phones, sim cards, cell towers and they couldn't fix it, so when I finally decided to switch carriers, they peg me with a final bill for almost 500!!! Including the cancellation fee and overage minutes they promised to remove. They lie! Now I can't even see my bill because they won't send me a paper bill and I no longer have access to my account online! T-MOBILE IS CRIMINAL AND NO ONE SHOULD USE THIS SERVICE. BUYER BEWARE!!!

Kirk of Silsbee, TX January 25, 2010

My T-Mobile phone drops calls, I cannot get access to even dial 911. When I talked to T-Mobile (Sarah) yesterday she said that she does not know what is wrong and will have to take phone to local T-mobile store. Sarah was extremely rude: she talked so fast and for so long that I could not get a word in edge wise. I yelled while she was talking, but she just kept on talking. T-mobile's owners want our American Money, but do not give use the service we pay DEARLY for.

Catherine of Seattle, WA January 19, 2010

I returned a green shadow because I did not like the phone and was not aware of the contract differences between T-Mobile direct and an outside contractor. I returned the phone within 30days per the conditions stated and it was honored at the time I returned the phone. Over the next 60 I had to be very persistant in order to get my refund of 209.99.

I finally received the check then it got mixed in laundry, my bad, so I requested a replacement. I stayed persistant once again and received a new reference number for follow up on the new check but it never came. finally I called again and they said that they were out of business with no information on who to follow up with.

I am out 209.99 with no recourse in sight, for doing business with an independant cell phone company, Mobile solutions.

Heather of Hackettstown, NJ January 3, 2010

T-mobile's coverage maps are not even close to accurate. I got phones for myself and my mother. I explained to the representative that she lives in Florida and he pulled up a map that showed she would have "excellent" coverage at her home. He even printed the map for me. We bought the phones so we would not be tied into a contract. This took place on 12/7/09. My mother returned to Florida after Christmas and she has no signal at her house at all. She also was without coverage along route 95 on the way down to Florida. (What good is a cell phone without signal?!?) I had her send me the phone priority mail so we would be within 30 days of the purchase.

When I tried to return the phones on 1/3/10 I was told there is a 14 day return policy. Though it never actually states that on the papers I have. The only mention of 14 days is for upgrades, which we were not. Customer service did take off the activation fee but said they had nothing to do with the phones, that was at the discretion of the manager of the store. The young man who had sold me the phones was there and remembered me and seemed to agree with me but could do nothing about the situation, it was up to the manager. She said she was not able to change the policy, though it wasn't actually written the way she claimed. She also seemed to think we were lying about coverage saying "I stand behind the maps."

DIANE of LONGMONT, CO January 3, 2010

Purchased two T-Mobile phone November 21 '09 for my partner and myself for Christmas. It was a surprise opened Christmas day and did not activate either phone until December 26th or 27th or 28th. I am very unsatisfied with my phone and tried to return the phone or any credit possible and was told there is only a 14 day period or return from date of purchase. T-Mobile at this local office activated our phones on that date. They will do nothing to settle my dispute of purchase date versus activation date.

J of clarksville , IN December 26, 2009

i called tmobile for the reason of signal lost and drop calls, i asked them if i could get another phone, they didnt do nothing for me or try to get me a new phone, or discounted after having issues with them that they give to a friend my personal information they still didnt try to to even help me, there flex account are bad,

DONNA of SUN VALLEY, NV December 25, 2009

Was traveling for holidays to go from west coast to east coast. In the middle of TN my cell service disappeared. Got to my destination - no service, and error message states not registered in network. Called customer service, they keep trying to fix issue, finally state I basically have no service in this area. Strange as we were here last year and had service fine - I have filed multiple complaints with FTC, BBB, atty gen office. Will make sure they fix issue and they pay for it - even if I have to change carriers.

MICHELLE of WEST PALM BCH, FL December 18, 2009

Their phones are overpriced, the reception sucks and drops when you most needed and the customer service always gives you the run-around, instead of helping you.

Bladimir of New York, NY December 17, 2009

I purchased the T-mobile Home Service Wednesday November 04, 2009. I was told it takes 7 to 10 days before I can get my number transferred and receive a dial tone. The phone had a dial tone the following Tuesday. I was also told that I had a 14 day trial period. During the trial period I called t-mobile 1 time because I had no dial tone and the blue light on the modem (purchased from T-Mobile)was off and they had me reset the box witch was unplugging it and plugging it back in and the dial tone and blue light came back. I called Saturday November 28 because I had no dial tone Thursday, Friday, or Saturday and resetting the modem was not fixing the problem and I wanted to cancel. T-Mobile said in my area there was a problem with the blue light staying on and that their Technicians are working on the problem.

When I got off the phone with Customer Support the dial tone was gone again. I called them back and explained that I cannot be with out a house phone and they said they are doing everything they can (basically i just had to wait until the problem was fixed). I called the next day with the same problem and I was given extra minutes for my cell phone and the home call were transferred to the cellphone. I told T-Mobile that I will like to cancel and they said I will have to pay the 200 early termination fee. I called again Thursday December 3rd and I was able to get a dial tone so i cancelled the call forwarding. Since that day I have to reset the modem approximately every 10 to 15 minutes. When I wake up the phone is dead. When I get back from work the phone is dead. And during the day I keep resetting. I have been to the store where I purchased the modem but they tell me I have to call Customer Service.

Linnea of Suquamish, WA December 16, 2009

I called in to order two phones that they had on promotion but asked the Sales Rep. John M to tell me when my main phone number line was up for cancellation. He told me the 4401 was no long on contract and that the 9895 was up in April. He then told me to just call in and have them switch my phone number to one of the new contracted lines and then have them cancel it. I asked him to please put that information in the file so that when I call in to do it there will not be any questions. I also order two other phones in the past and returned both. T-mobile says that they have no record of the returns. Their computer systems are not set up correctly to track those and when they are returned apparently there is no one manually inputting that information in.

In addition to being miss-inform by the representative I also do not get any signal to use the service in every direction that I drive in upon leaving my home and had a car accident and was unable to call out for help because there was not any service available from them. Two days later my power went out at my house and once again, at my home I had no service. People will call on one of the lines and it doesn't ring. They leave a message and we sometimes don't get it until 2-3 days later.

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