I bought three expensive phones from T-Mobile for my family's use. The service in my area, according to their promotional materials, shows full coverage. In reality, the service is horrible. I get barely a bar on the phone and calls are dropped constantly. Their advertising is very deceptive, and I think intentionally so. By the time I realized that it was that bad, I had no recourse and was involved in a two-year contract. I am considering suing in small claims court to make me a little more satisfied at being screwed by T-Mobile by costing them what they have cost me. The billing practices seem fraudulent also. I warn all of you, go with any service but T-Mobile. It is horrible in quality and in the quality of response you get from the company.
Consumer Complaints & Reviews
I am completely dissatisfied with T-Mobile. After going round and round with them about dropped phones calls, purchasing a new phone and every other problem solving tip they had over a 9-month period, I decided to call it quits. They are now saying I owe them $217 for a month of service plus a few days. I cancelled service with them on Feb. 18, 2012 and they have stated that I owe them for the month of Jan, Feb. and March even though I made my payment in Jan for the full amount. They have also stated that I used minutes, data and texts in the month of March! They have even listed the amounts I used. Now you tell me how I used services in March when I ended in Feb. I find this sad. T-Mobile was a wonderful company to have up until about a year ago. They always had great customer service and were willing to work with you. That, however, is not the case anymore. On BBB, there are some 30,000 complaints! That is not a way to run a company.
We have been with TM since 2003. I am sure many ask the question, if you were dissatisfied, why did you stay with them. We are on a family plan, and the phones were constantly breaking down, bad connection, freezing up, the phones would do things randomly. We have 3 of our family out of contract. We also have an android phone which has to have an internet connection. My son's phone broke. We had insurance on the phone, but the insurance company said we would have to pay $130 to get the same one. Well, at the time, we did not have the money. So we told him to just take one of our old phones, until we could work things out. By the time we called back, they said we were out of date, "you only have one month to make your claim," end of subject.
We called TM; they kept trying to sell another contract and all we want to do is get out this contract once and for all. They would only offer us a $250 phone and we had to pay the full amount. We pay $30 a month for the internet. We don't have the phone to use the internet. We have to pay the extra $30 a month and keep the contract until Feb. 2013. This is only the tip of the iceberg. Every month, we would have to go through our phone bill with a fine toothed comb, because there were a lot of hidden charges, that we did not do anything to get charged for. I have over 150 calls in to them for constant problems that they never fixed the problem. If anyone has any information to help us out let me know.
Lousy internet connection service - I was told that there was nothing they could do and the customer loyalty service department offered $5.00 off a month for three months. When I told them that it was not good enough, they got very rude and argumentative. The worst service and most definitely the worst customer service I have ever received from any company.
After nearly 3 years with T-Mobile, I am finally so disgusted that I am taking them on. I will be writing the Consumer Protection Agency, the FCC, the California State Attorney General and whoever else I can think of. My story is no different than the myriad of stories on this site. There seems to be a consistent pattern of poor service followed by bilking the consumer to upgrade to newer equipment with promises of improved service. This unleashes the extended renewal of another 2-year contract, followed in most cases by no service improvement. What kind of repetitive pattern of entrapment is this and why have the telecoms been allowed to get away with it for so long? We have a revolving door of corporate greed, insensitivity and unfair business practice, as well as failure to provide a contractually promised service, which I think amounts to fraud when it is happening to such a high degree. There seems to be an unending line of people telling the same story. The M.O. is unmistakeable.
This can no longer be permitted. We must seek relief from these business practices by challenging them in every state under contract law that should protect not only the corporation but also the consumer. T-Mobile and any other company who wants to treat their customers in this unconscionable way should be made to understand that its business practices, although protected by their contracts, are not licenses to steal our time and money. A clear message that they will not be permitted to operate in our states must be sent to all the providers.
In this day and age, our lives, our health, the safety of our children, our efficiency, and our trust is placed on our mobile devices to provide dependable service most of the time. That is an important and sacred trust and T-Mobile appears to have not only broken that trust but also crossed the line of decency by the treatment of its many underserved and unsatisfied customers. If our legislators and state regulators can not or will not protect us from these expensive, deceptive, unfair and corrupt corporate practices, then it will be time to find individuals who will. Change of all sorts can be very satisfying! I hope someone contacts me from Consumer Affairs right away.
No coverage and an inability to cancel the contract: Endless phone calls and discussions with the company at all levels, letters to senior officers, no conversation beyond rote responses. A complete lack of common sense at all levels. Unbelievable!
I have been with you for about 4 or 5 months and even before my 30-day trial time was up, the problem was there. I stayed because your people kept saying they will be looking into the problem and get back to me in 72 hours, but did not. If you look at my account, you will see a long history with this problem with it not getting any better. My wife's phone is worse than mine because it is not a smart phone. She could not get her calls when her mom was in the hospital with my phone. Without Wi-Fi I have to go to the end of my street to get bars. It's the same at work and outside my work. Like I said, hers is worse than that. We pay our bill every month on time but have not gotten any good service. We keep getting the run around and we are sick of it. And since your people can't fix the problem, we are asking you to cancel our contract. We were with Verizon and did not like their billing systems. We never had connection problems. I think you have a great company, but not for us. So please let us out without paying a contract fine to get out. I hope you will consider this. Thank you.
End of February 2012, my cell signal went from good to almost nonexistent over night! Less than a week later, a T-Mobile rep calls me on my cell and is promoting the T-Mobile in house power boost unit to improve T-Mobile's signal in or around my home! Here's the catch from the date forward that it is delivered to my door step, I will have to re-contract for two more years. Something I had no need for a week before receiving the T-Mobile sales pitch back in February. Plus, I have to pay the shipping for the power boost equipment!
T-Mobile has become a company of no ethics, no customer service and complete thieves. T-Mobile is stealing our money every month (in my case, $177.00 a month for 2 phones) for phones that are now useless and that know these cannot be used anywhere around my home for even 10% of the time when I need to use my phone! I am now ending monthly payments to T-Mobile due to zero customer service willing to help restore my signal. This company has turned criminal. When a company takes consumers money and does not deliver services, that is called stealing! Stealing money is against the law in all states!
I have been a loyal, paying customer of T-Mobile for over 7 years. I recently moved, changed my plan and bought a new phone from them and I've been miserable ever since. The phone hasn't worked properly since I bought it. It doesn't always ring for incoming calls and when I try to reply to an email, the recipient gets the email but not the contents of it. It's been this way for 5 months. I've called them several times but now they say it's a Yahoo problem.
I changed my plan to what they said would be $59.99 for unlimited talk, text and data. When I got my first bill, I noticed a $20.00 data fee. I called to ask about this and it wasn't until then that I was told this would be an additional monthly charge. I've spoken to so many different people and they all have something different to tell me and why the previous person I spoke to was wrong. I'm so fed up but I'm not giving up.
They have done a similar bait and switch trick on my son who is living on his own and making $10 per hour. They advertised a $49.99 monthly for unlimited talk, text and data for 2 people so he and his friend signed up. Again, they never told him about data fees and insurance fees. Last month, when I got my bill, there was an additional $200 "migration fee" on it. Turns out, when I changed my plan, there was a fee for changing that, no one told me about. T-Mobile did credit me for that. Who has time to hold on the phone while you wait for customer service for so long? Their service is disgusting.
I have been with T-Mobile for almost 6 years now, and I think I have enough now. My recent experience with T-Mobile was very unpleasant and dissatisfied. I called to inform them about the weak signal, "no service" message that constantly happens lately, and data service charge on my other line. The sale rep was nice and courteous enough to credit back the $50 charge and sent me a new SIM card. He said that my SIM card was old. He also found a different plan for me with a lower price, and that comes with a 2-year extension (my original contract is set to expire in September 2012). And I also requested an internet blocked on the other line. Boy, how much I wish I did not extend the contract!
Here it all starts. 5 days later, I received a SIM card. I called to get it activated, and a service rep informed me that my next month's bill will be higher, because there's a $50 data charge? That didn't sound very good, since I had requested a block on that phone; and I thought they had forgiven that charge. When I informed them about that, they didn't seem to know!
So I asked if I could cancel my "over-the-phone contract extension" that was just 5 days ago. They said, "No." I understand that most cell phone company give a "cooling off" period. I am only 5 days in the new contract, and they won't cancel? I then repeatedly asked to speak with a supervisor, but they wouldn't transfer me! I called the third time, and they gave me an e-mail address to write to dispute my contract, but they would not let me speak to a supervisor at all.
I liked T-Mobile customer service before. But the recent encounter has changed my mind, since T-Mobile charge a flat rate for early termination fee. I may just pay that amount, since I am still only a week into the contract and take my business somewhere else. It is not right that they won't reverse a contract after 5 days.
I recently started a 2-year contract with T-Mobile the 25th of February. I have the HTC 4g Amaze. I paid over $400 for the phone and to start the contract. Less than two weeks after getting the phone, I was texting with a friend when a few of the messages I received continually started coming to my phone non-stop for about four days. On the fourth day, it was every message I received that day and the following day came in to my phone non-stop to the point were it would not stop and I had to turn the phone off. The day it started and the following day, I spent several hours on the phone with customer support. They had no idea how to fix the problem.
While on the phone with them, they were asking me if I wanted to upgrade my plan. I was under the impression when I started the contract two weeks prior that I had the highest data package (10gb unlimited) and the WiFi hot spot. Apparently not. So I upped my plan to the 5gb unlimited plan and the WiFi hot spot. How is that unlimited if it has a limit? Okay, so I knew that I wouldn't have that great of service in my area before I got the phone and contract but I did it anyway because I wanted this phone in particular. So I get a call from them a few days later saying I need to go into a T-Mobile store and get a new sim card and that will fix the problem. The problem almost stopped before I got the new card. I received a call later on in the month asking how satisfied I was with my service. Other than the hiccup, I'm satisfied. I can make calls and text in places I couldn't with other providers. All is good for a few weeks then my phone has started resetting itself 2+ times a day which is okay except when I'm in the middle of doing something.
My billing cycle begins the 9th of every month. So last I get a courtesy call again and was informed that I was almost at the end of my billing cycle and my data usage was very close to being used up. At that point, I was informed that I was limited to 100mb in roaming coverage which they knew from the get go that I don't live in T-Mobile coverage area and failed to tell me that. They also failed to tell me that the WiFi hot spot that I'm paying for cannot be used in roaming areas. Today is the 10th of April. My billing cycle just started yesterday.
I just got a text saying my data usage is almost at max so I called customer service to find out and no one can explain to me how I've used more data in two days by downloading 4 songs and looking at Facebook 2-3 times for a few minutes than I've used in the last month and a half downloading hundreds of songs and watching movies and porn and going on Facebook and my email several times a day, YouTube, and the list goes on. Also yesterday, I was using someone's WiFi (which is not supposed to count against your data usage) when I was using my phone. I've read through a few reports on here and they all seem pretty much the same. I was happy with my service until a week ago. I'm not sure what to do at this point being so early into my contract.
I have been a customer from 2006 and up until 2009. When the new towers were put up in my area, I had no problems but from then on, I cannot get home service. Every time I complain, they upgrade my phone and said that will fix the problem and without me knowing it extends my two-year contract. Now at the end of my rope having received the best phone and WiFi capable, I still get no service and cannot get out of my contract. I just got off the phone. No, not a T-Mobile phone but a Qwest phone so I can talk to someone and I was told, "Too bad. We do not guarantee service or customer satisfaction."
Associate had promised excellent coverage while taking the connection but there is no proper coverage and calls are getting dropped frequently. Calls never go to voice mail and caller gets impression that I am deliberately not picking the call. Service is very bad. In addition to that, there is a data policy change where I can use only 5 MB of data out of 200 MB allotted to me while roaming or traveling. I am a business consultant and my profile involves traveling.
T-Mobile says they will check previous month roaming to decide on this. Reasonable judgment may be made by tracking the history over a year and in my case this is not possible. I am unable to download any documents or project files within this limit. Within new limits and horrible service, I cannot satisfy my clients or business needs.
My credibility is also at stake. This policy is against the contract which I had signed while taking the connection and is a breach of contract. I am paying for 200 MB while am restricted for 5 MB if I travel. This was not there in contract when I signed. I have written more than 30 emails and had talked over 24 hours to different representatives but there is no response and no respect for customer complaints.
Third problem I am facing is lots of scams which I am receiving in my mobile and I am unable to control this. Many of them are T-Mobile apps connected for scams. No response to my email. I can join a lawsuit if someone has initiated on this.
I have been a T-Mobile customer since 2001 when the company was Voicestream. Through all the years of being with them until the last two years, I received good customer service by phone and at the stores. In November 2010, I purchased two of the Samsung Galaxy (3G) phones. I am not a heavy data user, and I rarely approach my 2GB limit. Shortly after purchasing the phones in 2010, T-Mobile went to 4G service in the Dallas area where I live. Almost immediately, the 3G service went kaput, and I was stuck with two two-year contracts.
There are no good days and bad days any more. They are all bad. The phones, even from day one of the billing cycle, are very slow. As a test, several times, I have killed all tasks on the phone and tested the speed for accessing Facebook and my one email account. The Gmail account takes about 3 minutes to download; on average, about 3 email messages, all text. Facebook is sporadic. On most days, I give up after 15 minutes. It pulls up the newsfeed page with no images, and when I try to navigate to my status updates or notifications, it goes to "loading" but never loads anything.
When I have talked to T-Mobile on the phone or in the stores, they always say I should try to get a new SIM card. I changed SIM cards at the store. The clerk said the poor speed was caused by my having a 2G card instead of a 3G card. I had never heard that one. I left the store (3 months ago, approximately) somewhat optimistic that the speed issue had been solved. It has had no effect, however, and the speed did not improve. My phone says I have 157 MB free, and I keep my tasks scaled way down in hopes of improving the speed. Nothing helps.
In November, I will be changing to another service provider, because T-Mobile is not interested in improving the experience. At this point, I would go back to flip phone and just use it for calling. But even getting another phone would cause me to have to sign another contract, which I will not ever do again. I'm done with them.
I phoned T-Mobile regarding internet service. I was promised the ability to browse, check email, etc., with data stick. I received data stick by mail and had have difficulty ever since. I use on limited basis and receive messages right away that says: "Data usage has reached the limit." Plus, data becomes extremely slow. T-Mobile has mentioned they will not let me off the 2-year contract and expects an early termination fee. I have not received services as promised. I am interested in a class action suit.
In September 2011, I ported my family plan over from Sprint to T-Mobile with the understanding that I would have better service and cell phones as well. I ordered the phones online and I have had problems with them and the service since I have received them. I was sent 3 g2x phones which a representative assured me that the phones are great and had no issues or problems.
During the first month, I've had problems with the phones freezing and cutting off as well. We were also unable to make calls which not to long after I had an emergency and the phone was unable to connect calls. I spoke to T-Mobile about the issue on several occasions but all they would do was refer me to the manufacturer. Keep in mind that you cannot take the phone to the store to have them checked, all you can do is call tech support and hope to talk to someone after finally getting through the automated service and waiting an additional 30-45mins on hold before you actually speak to a representative.
Finally, I was able to get them to replace one phone which was mine. They still will not do anything about the other lines I have. They said because it was a known issue with the g2x, I would have to go through the manufacturer to have something done about the phones. The manufacturer refers me back to T-Mobile. Since September, I have had four phones and it seems as though the ones that they send out, only gets worse.
The last phone that they sent out was a My Touch 4g with only the front part of the phone. No battery, no charger, and no back to the phone. I called and was hung up on when I expressed my frustrations about paying for phones and service that does not meet my standards. It's like having a phone that works and service is at least okay is too much to ask for.
I would like to leave T-Mobile service alone but the cancellations fees are high per line and I do not feel that I should be obligated to pay them because my phones are horrible and so is their service. What should I do?
My new cycle starts on the 24th. My phone was on the charger and turned off late on the 24th through the morning of the 25th. I woke up and turned it on to find a message from T-Mobile letting me know that I have reached my 2gb limit and my speed has been reduced, asking me to upgrade to a faster plan. I got on the web just to check the speed thinking it is impossible for me to use the 2gb in just one day just by judging from my history of usage. The speed was very very slow to a point that it was not doing anything. They call this unlimited internet usage. What a jock.
I was so angry and got online to check my usage to find out that I have exhausted all my GBs in one day. Also, it was showing that my account was using MB while my phone was turned off. So I called T-Mobile and spoke with a rep that checked my account and confirmed all the usage and offered me to upgrade to 5gb which got me even more upset. I told him that I had nothing but problems with this service and demanded for him to look in to this issue and to give me back all my GBs. He apologized then told me that there had been a new update to their system two days ago which caused this problem.
He reset the GBs and assured me that I have used zero MB since the 24th and asked me to turn the phone off and on for the rest to take place. It worked but after my blood was boiling and got me irritated for over 45 minutes. The rep had the guts to ask me again to upgrade to a 5gb speed after all of this had been said and done. They are pushing so hard to upgrade and pay more and their 4G speed claim is the biggest false advertisements ever. I don't get the speed they claim I should unless I'm inside a T-Mobile store, and not to mention many, many, many other problems. I have a print out of my account showing the MB used just to have a proof. I will log back in and get another printout of it after the fix. Please get me someone to sue this company and look further in to their fraudulent activity. I would like to be the first one to sign up.
I have been a customer of T-Mobile for over 9 years. About 1.5 years ago, the signal at my home became non-existent. I was told I could cancel my service. However, if I changed to a Blackberry and got wireless at home, the problem could be solved. I bought the new phone (2-year service required) and got a wireless device. The service got better for a while but then again, I got no service. I have been calling the customer service people for months now.
I have three phones and no service. I took one phone off that I used for business and they took off the early penalty. I have found now that I need to use my home for all my business needs as I cannot afford my office and I still cannot get service for the other two phones. When I asked to cancel my other two phones, the answer was no, they do not allow that (I just did it a few weeks ago with the one phone). This is a sad day for T-Mobile customers, I am sure at $200 to $400 per month for 9 years; about $32,400 would be enough to cover an early penalty (of about 5 months early).
I keep getting network out of order for the past 3 days. I have to keep on sending out my messages over and over until it goes through. It's annoying and frustrating!
Over the past two years, I had numerous instances of contacting T-Mobile customer service with issues regarding my "network" services. I purchase an additional two year contract for my phone when I purchased an internet phone in 2010. My husband and I were on a family plan and he continued with his "phone only," phone. I added internet and text capability.
When traveling in Iowa, Indiana, Illinois, and other Midwest points, I was unable to connect to the internet. In my contacts with T-Mobile, I was told they had local "contracts" (e.g. Iowa Cellular) but, these were not always available. I grew increasingly dissatisfied with not only the lack of consistent coverage (and, paying $30/month for something I was not consistently receiving) but the availability of T-Mobile customer service. Their local outlets in Beaufort closed. I had only "phone" customer service reps (who read from a script, call their customer immediately by first name, and appear not to be prepared to deviate from their algorithm-script when faced with issues) available and their answers were not satisfactory.
Thus, approximately 8 months before my T-mobile contract expired, I changed providers. I knew there would be a penalty for "breaking" my contract. I was told it would be "pro-rated" based on the months remaining. However, I was "flat-billed" their $200 termination fee, plus taxes. In a phone conversation with their customer service rep, I was told there was never any "pro-rated" fee options that I had failed to notify them I was leaving their contract and there was no recourse other than to pay. I believe their inability to provide contracted services, inability to provide customer service in "real" time (not from a script), and inability to negotiate with long-standing customers are not only poor business practice but reason for others to be "forewarned" and advised not to sign up with this provider. Their current ads indicate they are have the "largest network" available. My experience would indicate otherwise.
Worst service of all carriers - T-mobile offers no reliability whatsoever. You will only lose your patience and will not be able to get any tasks done with such a slow and poor quality service. They claim their 4G network offers great speed. It is clearly a complete false statement. All services with T-mobile, especially data, are slow, poor, unreliable and people are dropping their account. I encourage you to cancel your account if you have one of this carrier. You'll be much better with a prepaid plan with any other carrier. If you are planning in getting T-mobile as your wireless provider, you will be making a huge mistake.
I have T-Mobile at home since they started the service which is quite a few years. The service has always been bad. If anyone touches the box, it goes out of service. I called T-Mobile and they said that if I terminated that line, it would cost me $100 even though they don't sell the products anymore. I had another problem with their T-Mobile Hotspot box and they told me that I would have to buy the blue cord myself, which I did. My current problem is that the antenna broke off the T-Mobile Hotspot box and I have no resolution because they do not sell the hotspot box anymore. This line is under contract with T-Mobile until July 10, 2012 and I should not have to pay another penny for all these headaches. I feel that T-Mobile has not owned up to their end of the agreement that I made with them by not offering the at home products anymore. What can I do about this?
I've been with T-Mobile for about 2 months. In January, my service started messing up, saying I am not registered on a network, so I called them, and they told me how to fix it (turn the phone off, turn the phone on, go to settings, then network, then mobile network, then network operator, and then search). I do this like 2 to 3 times a day. Every time I call, they tell me to do this, and I tell them I have done that. They say they will put in a complaint, and it will take 72 business hours. Still, nothing's changed. Today, when I talked to them, telling them the same thing over and over, I finally told them I was going to switch back to AT&T, and I was not going to pay the early termination fee. I really feel for all you people having the same problem. It is really making me mad. Thanks for listening.
T-Mobile service changed - I have been with T-Mobile for quite a bit and their prices were reasonable and I had no problem with the service. I'd never had problems with T-Mobile until recently, it seems as though the service coverage has changed. At my own house, my phone doesn't receive any signal. I get dropped calls and my text messages don't send when I want them to. I'm wondering if something changed.
T-Mobile claimed to have unlimited data service, but has slowed down my data. However, by slowing the data down, I am unable to look at videos in real time, upload or download videos on Facebook and play games. This is frustrating since I have a smart phone and it is used for not only to make calls but to enjoy streaming videos, uploading and downloading videos on social websites on the phone.
T-mobile sold me some phones and I have been a 7-year customer. We noticed that the phones weren't doing what they were supposed to and called in. This is where the deception began. They told me they were working in this area and I accepted their answer and waited. The next time I called, I was told they would issue a work order on the problem and I waited. Then I finally found out they don't even have 3G service in my area and now I have 3 phones that won't work in this area. I finally lost my temper, but didn't resort to foul language or anything like that and was basically told tough luck. I had waited too long to get out of contract.
I really believe they thought the merger would go through and they didn't care about anything related to customer service. So I was informed that they wouldn't cut my bill and wouldn't terminate the contract without the early disconnection fee. So I'm still paying for service I don't get, but I think maybe T-mobile's ways may come back to bite them. I'm seriously thinking of filing a lawsuit as soon as my contract's up (small claims court). I can't hardly wait until my contract is up and I get the "hey, we will upgrade you. Call to sign up again". In this economy, it seems they would like to have a customer who pays their bills and has for almost 7 years, but I guess not. My main message here is to be very careful when you sign a 2-year contract. I wouldn't sign with T-mobile or anyone affiliated with them for any deal. I'll pay more from another carrier rather than sign with T-mobile ever again.
I am a T-mobile customer for the past one year approximately and I have problem with the service. There is no proper signalling. Most of the areas are not covered. The worst thing is I'm not able to get it at malls. I have to come out of the building or in the house, I have to come to the living room. I called five times so far with the same complaint and each time, they say "we are going to send people to check in your area" and that's it. This time, I'm really upset because when I called the customer service, he is taking a class like civil engineering, I asked how are other people on the phone at the same place where I have problem. He didn't have the courtesy to say the right information nor the solution. I'm upset.
When I paid the contract, it says it's their responsibility to provide me the service they are supposed to give. It's not fair to have a service and paying when they don't provide service. When I asked customer service if I can have the option to register complaint about this, they said no and I have to just go with what I have. It's not fair.
I called T-mobile several times due to their cell towers not working in places they were working before. When I called T-mobile to cancel my contract due to the towers no longer working, they stated that they had no notes in their system I ever called. After the bill came in the mail, it was over $1200 as they had renewed all four of my cell contracts without my consent. They claimed that I renewed them and when I asked them to play back the recording of my consent of this as I know they record this for their purposes, they told me that I had to write to the company with my complaint.
In early January 2012 I began experiencing a drastic slowdown in internet speed using my Web Rocket 2.0 USB device. I never showed more than one bar (often zero bars) on the webConnect Manager but up until then I still received reasonably quick internet speed. While I would initially connect to the internet, if I tried to browse to any pages, I would often get a message "loading page", then "sending request to site"; then finally, "This web page is not available." I tried three browsers with the same results.
On Wednesday, January 11, I called T-Mobile and was finally connected to Chris. I told Chris the situation and also that the webConnect Manager window would alternate back and forth between 3G and 4G. Chris connected me to another representative, also named Chris, who explained that it sounded like a tower problem since I was only showing at most one bar. He put in a service order for me. He said someone should be out there to check the towers within 3 days, and I should call back. On Friday, January 13, I tried to contact T-Mobile to find out the status of the service order as a three-day weekend was coming up. I tried the 1-800-866-2453 customer service number and answered a ridiculous number of questions from the automated service before I could finally reach a person. Kirk asked me the same series of questions and kept putting me on hold. Finally he said that the engineer had made a note to the service order indicating that efforts were being made to build more towers and improve service on my area. I asked what could be done to help my internet service now, and he could only tell me to check again in three more days.
I tried to contact someone through the chat service, but the page connection kept timing out (the problem I was calling about in the first place). When I was able to maintain a connection, the chat service showed all agents were busy or offline. Finally I was able to contact Alexis **. After I again explained the problem, she said she could not help me with this device and gave me yet another customer service number to call. She also gave me this answer:
"I am seeing here a note left from an engineer in that area, We still have upcoming 3G Infill sites scheduled to integrate this year and future site planned near the area. This will help improve indoor and outdoor coverage near customer location. Currently, continuous optimization of the area is on progress with the objective of improving coverage and eliminating drop calls.'"
She was unable to provide any other assistance. So I called the number she gave me and it was exact same automated service I had to deal with before. I still do not have dependable internet service, and I do not know how long it will be until I do. I am paying for service that I am not receiving.
See my initial letter to T-mobile's fee waiver department, written by James from Spanish Fork. Well, it was a total waste of time. I was sent a letter of denial filled with meaningless boilerplate and reminders that T-mobile doesn't guarantee service. Well, I'm happy to report that I made good on my threat to file a complaint with the FCC. T-mobile sent me a letter of apology and despite insisting they did nothing wrong, they refunded my early termination fees. I can't guarantee the same results, but I recommend to all of you on this board to do the same and complain about their crap network. They will ream your wallet but refuse to fix or troubleshoot - just insist you get Smartphones and Wi-Fi call (which you don't even need a T-mobile account for by the way).
Even better, I took the refund and went. I got a free phone from Verizon with much more reasonable service. I'm not excited about the contract but it's well worth it, considering I threatened to do it to T-mobile this entire time and they insisted it wouldn't work and I'd never save any money. I'm saving a pantload over getting entirely new phones and data plans like they insisted. I was a happy customer for over 5 years. I don't know what they did in the last year or so, but really they've made a deal with the devil and they are really the worst provider in my opinion.
