T-Mobile

T-Mobile Reviews

1.3
8,122 reviews
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About T-Mobile

Pros
  • Generally good service in urban areas
  • Responsive corporate office support
Cons
  • Frequent billing discrepancies
  • Inconsistent coverage in rural areas

T-Mobile Reviews

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    Page 1 Reviews 0 - 5
    Staff

    Reviewed Dec. 13, 2024

    There was a issue that came aboard due to a customer representative reloading a payment into 1 account. After so many representative and supervisors to repeat self to about the situation no one had the common sense to look up or address if there was a solution. Almost giving up and not wanting to hear nor speak to another representative decide to give it another try. Well let's say it paid off, got to speak to a gentleman that needs to be recognized in Tmobile. His name is Kenneth, badge or ID # **, has all the patience in the world, knows how to deal with customer's issues, goes out of his way to see if there was a mistake or misunderstanding, does his homework as he should. Even with my frustration he stood his grounds and did his part to do what was needed to resolve the issue.

    If there's anything else to say t-mobile is need to go back to the $50 dollar pre pay monthly and beat the competition right out. Use are good, I'd not ever had no issue, service has been great. Hey if use a work on a few other place to add some towers I know tmobile will gain territory and a lot more clients. Greed doesn't take anyone anywhere. Can't tell use how to run a business but a dollar is better than 10 if you have quantity and quality, loyalty.

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      Customer ServicePriceStaff

      Reviewed Sept. 29, 2024

      I had four lines with T-Mobile for about four years - three lines in Orange County, CA and one line for my mom in Veneta, OR, about seven miles west of Eugene. We always had significant connectivity issues when calling to and from Veneta, and the video-call function almost never worked; it was spotty if she stayed in the house, but as soon as she'd go outside, the video would drop. Our connectivity within CA was always great. The four lines cost about $136/month. When Mom passed away this past June, our remaining three lines were about $105/month. I had asked for a better deal about eight months ago but was told none were available. I recently read in Consumer Reports that changing to a reputable "non-Big 3" carrier like ** could save us up to $40/month, so we switched. The whole process of switching took over a week because T-Mobile technicians took a whole week to unlock my device.

      However, all is well that ends well, and I MUST say that as long as we were with T-Mobile, their employees have been stellar!! While their technology (ours was 4-G) could've been better, I couldn't ask for better customer service from the employees themselves. (Wait times to get a human on the phone to help were often over an hour, though, which is unacceptable while listening to the disingenuous computer voice saying, "We value your business. Your call will be answered in the order received.") For me, the only deal-breaker was that T-Mobile was just too expensive, and there are more affordable and equally - or more - reliable alternatives.

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      Customer ServiceStaff

      Reviewed Aug. 9, 2024

      I've been with T-Mobile for 17 years, and before that, I was with them for 2 years on the T-Mobile ToGo plan. They are not perfect, I've had troubles, which means I've dealt with customer support a lot. I'm the kind of person that calls in any time something isn't working right, so, yeah, I've spent a lot of time with customer/technical support. 99% of the time I don't get put on hold, I'm usually talking to someone live in about 1 to 2 minutes. When they're busy the automated system asks if you'd like a call back, usually in about 30 minutes so I press 1 for yes. Almost every time I get a call back in less than 10 minutes, unless there is a major outage, then it could be just under an hour, but that's very rare.

      Whenever I have an issue, it's dealt with right away and the reps are always courteous and respectful. If the rep doesn't fix the issue, or seems to not understand, I just call back and get a different rep. During my 20+ years running a computer repair business, I've had many times where customers want me to deal with their internet and phone providers, I'm good at dealing with tech support. Dealing with AT&T and Verizon is almost impossible. I haven't dealt with Verizon much, so maybe I just had some bad reps, but I've dealt with AT&T many times, including my home internet which took me 4 months of calls every day to get my billing right, then several calls to cancel because they couldn't get my billing right.

      I spent about 2 to 4 hours a day. Every time I call AT&T I get transferred several times and usually get disconnected before ever talking to anyone. There are days this happens over and over and have to give up and try the next day. I've never had that with T-Mobile, I always get a rep within an hour, but most of the time within 2 minutes or so. The key is, if you are not satisfied with the help you get, call back, tell the next rep what happened. Sometimes it just takes a second call, not everyone is perfect, sometimes you get a bad rep, or a rep that is having a bad day. There are many times in the last 17 years T-Mobile has gone out of their way to make things right with me when something went wrong, I highly recommend them.

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      Customer ServiceStaff

      Reviewed June 22, 2024

      I do not discounts the terrible reviews for T-Mobile as it has always been a negative experience, or a positive outcome after many hours of dealing with them on the phone and being transferred. However, today I want to be appreciative of on the first phone call be addressed by the lovely agent Heather that very quickly understood my issue and within a short amount of time and just one adjustment was able to fix everything. She was compassionate and without me having to have an hour of conversation was able to picked up and fine a solution to my problem, using her critical thinking skills.
      The 5 stars go to Heather, since I have said this is not my tipical experience, and although I do agree with the critics the T-Mobile as a company does not care, I can't help myself but to be hopeful that at least one member of their leadership will. To the leader member that cares please take this as an advice and try to invest in training by exemplary team members like Heather.

      Once again Heather, if you read this review thank you so much you not only fix my issue but also made my anxiety of talking to a representative dissapear and created a pleasant conversation.

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      Customer ServiceCoverageStaff

      Reviewed June 6, 2024

      Now first of all I've been a customer of T-Mobile for years. Through my many years I have never been treated the way I was treated 6/5/24 at the Knollwood location in St Louis Park Mn. I came in for help with my claim on one of the seven devices that I have insured. Now being old school I'm not the best with tech. I need help with a claim that was stuck in limbo due to computer error totally understandable. Mind you I am frustrated keeping composed. But this young man didn't hold the skill set to be in customer service.

      I eventually told the young man, "So you're telling me to call corporate to get my answer." He in turn wanted to debate tmobile's legality of the insurance. I repeated so you want me to call corporate. I was simply trying to help him understand a better way to address this. I eventually ask for his name and the manager's name. This must've insulted him which I don't understand, since I was simply asking in case someone asked at corporate. Yet as I turned to walk away he made a comment to his co worker in the presence of a customer and his daughter who were chuckling away with the co worker. I turned back and approach now there wasn't a smile. I ask what he said. I heard but wanted to know if he'd repeat. Which he didn't want to.

      It was at that point I understood why we have unprecedented incidents. This is one of the main causes. People working in positions that don't have the skill set to be in customer service. It would have been nice to have someone sit down and walk me through the claim process. Not frustrate me more. I Love Tmobile. They are my connection to the world in which I live. This time the ball was dropped. Thankfully there was a store in Plymouth that helped by sitting down with me so I could talk to the person on the Assurant web link. The young man's comment was WHAT IS WRONG WITH HIM. CRAZY OR SOMETHING.

      Well when I came in you ask how could you help. My exact words were I'm kinda frustrated with my claim .Can't seem to be able to talk to assurant. First notice your customer is frustrated. Remember you just asked them how you could help. Also there is nothing wrong with going above and beyond if you will to insure customer satisfaction. How would you want someone to address this issue if it was you in need of customer service. Don't tell a client, "Well we just sell you the insurance." Still give the company 5 stars but as a long standing customer of seven accounts I hope you address this.

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      Customer ServiceStaff

      Reviewed March 15, 2025

      I signed up with Sprint and TMobile took over. There was an offer of a $50/ month for life senior rate. I accepted the offer and was paying regularly for almost 10 years and then they changed it to $55 with a credit card, still $50 direct pay from bank. Not great as they never mentioned that could happen but they said in fine print somewhere it’s allowed.

      Next I received another rate increase . When I questioned them they said it was a “ mistake” by store rep and they can’t honor it. I find them to be misleading and unethical to say the least. One phone rep kept me on hold for an hour waiting to be transferred to a supervisor for clarification. She wouldn’t transfer and kept saying they don’t have anyone. The next phone rep I got was pleasant and said that’s not true.

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      Customer ServiceSales & MarketingStaff

      Reviewed March 15, 2025

      When I changed my family to T-Mobile from Verizon a few years ago, it was full of lofty promises. They were all lies. Bait and switch, total counterfeit. They never made good on a single promise or plan pledge such as "buy-outs", bulk discounts and upgrades. I was also promised serious cost savings from Verizon with uncapped data so we bit the shiny but empty hook. After it became clear that I had been entirely duped and I was paying significantly more than I had been paying with Verizon, I decided to jump back to Verizon and it gets even worse here. The service was terminated with the switch but, mysteriously, they just kept on billing me. Twice I called and spoke with the powerless customer service agents and twice they agreed that I was in the right, that I should not have been billed. The first agent even promised to take care of it - he never did.

      They kept billing, I called again, they agreed again, they agreed again though this one did call back to tell me he uncovered WHY it happened. He never fixed it. They billed and billed till they sent it to collections. Collections called and I told them the bill was admittedly illegal and I would not pay. Then they dinged my flawless credit. While I cannot call the outfit criminal, I can say that their complete lack of integrity, their deception, and their unservice rank it as one of the worse firms I have dealt with and I would strongly urge you to stay away for your own good. Firms like this are also so large they are incapable of doing the right thing because you cannot get to anyone that can make that decision.

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      Customer ServiceSales & MarketingStaff

      Reviewed March 15, 2025

      This is the worst phone company ever. They lie and scam they never give the rebates back. And the Internet is terrible. And the customer service is terrible also. They don't care if your problem is handled or not. And it's not one star. It's NONE.

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      Customer Service

      Reviewed March 15, 2025

      The sales guy says buy 1 get 1 free as long as we get 1 that's expensive so we buy the 2200 for him and I pick my free phone. He lied and for 2 years we've been paying for them! T-Mobile did nothing after 7 total complaints. Their service sucks.

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      Customer ServiceStaff

      Reviewed March 14, 2025

      Jay the girl at TMobile in the mall in Joplin Mo told us the phone was free with trade in, also said we could add someone to the account for the free 3rd line. Also said the 3rd line will get the same abilities as the original 2 lines which is unlimited talk, text, data, and hot spot. She also said we could get the insurance on my wife's phone and turn in a report in about 3 weeks to a month and she didn't put insurance on any of the phones. Also we were told we were on the go5g account that has unlimited talk, text, data, and hot spot. She didn't change our account and now T-Mobile says we don't have Hotspot and our data is capped at 100gigs.

      I am stuck with T-Mobile until 24 months is over because they said I would have a free Samsung s25untra for a trade in for my s23+. Non of that was true. We ended up still paying $12.50 a month. Now we wish we could go to another carrier and we are stuck with T-Mobile unless we want to pay the $1,200 for the phone.

      Highly recommend anyone except Jay at the Joplin Mo mall. Also tmobile as a whole didn't have record of the notes (they had notes in the account but they were left blank) of the customer care when I called in. Overall I give T-Mobile a 2 out of 10 due to their almost scammy mentality in store and lack of accountability for their customer care representatives. We didn't get a lot fixed with a good help in joplin.... Allie was great to work with and handled all of our worries and problems... But due to all the problems we are stuck with I don't recommend T-Mobile.

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      T-Mobile Company Information

      Company Name:
      T-Mobile
      Website:
      www.t-mobile.com