T-Mobile

T-Mobile Reviews

1.3
8,036 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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    How do I know I can trust these reviews about T-Mobile?
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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 ServiceCoverage

      Reviewed Feb. 17, 2025

      Two months consecutively T-Mobile cashed my check and did NOT credit the payment to my BUSINESS cellular phone service. Upon being FORCED by T-Mobile to pay over the phone with a credit card to unfreeze my account, T-Mobile did acknowledge that the error was made in accounts receivable. This gave me two months of service PREPAID. However, I decided that after thirty years with the same phone with the same carrier, it was time to end our relationship as their coverage is spotty at best. We closed the account and all three business lines at our local T-Mobile store. Unfortunately, T-Mobile failed again when they only closed two of our three lines and continued sending us billings. We have spent two and a half months and dozens of phone calls to get this resolved.

      Recently, T-Mobile instructed me to go to the store where we closed the account to get the remaining line closed and the billing for this line credited. We did exactly that. We were told that it had been taken care of but to follow up on this? So, evidently It did not get resolved and we received a "collections" notice for service billed AFTER we had closed that account and one that we should have had a credit payment coming back for since we had paid the bill TWICE just to keep out service in good standing.

      As I type this, I am on the phone with T-Mobile BUSINESS ACCOUNT customer service as they are attempting to figure out what the issue is. So, T-Mobile failed to properly post payments to our account. T-Mobile extorted us for a "double payment" to keep our already paid for service open. T-Mobile failed to close out the account a second time and then failed to close it a third time. T-Mobile sent us two consecutive bills for a discontinued service. Then, T-Mobile sent us a collections bill for the that had already been paid. And, they continue to claim we owe for one of the months we have a cancelled check for. This company is feckless!

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      Staff

      Reviewed Feb. 17, 2025

      They don’t actually want to help you. I’ve been a customer for 4 years and was 🤬 over by paying on a device I didn’t have. To make matters worse they didn’t properly make notes so I have to pay for it!

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      Customer Service

      Reviewed Feb. 16, 2025

      T-mobile is no doubt the worst service ever, every time it rains in my area the service goes out. Forget about customer service. They’ve outsourced their services to China or God knows where, you wait on the phone for an hour or so just to hear a bunch of noise in a crowed room of people who can barely speak or understand English it’s so. Ad that you hang up in frustration. My sister switched from her current provider to T-Mobile to save money and 24 hours later she unplugged her WiFi and is already taking the T-mobile wi-fi back. I will be I plugging and looking for a new provider as well.

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      Customer ServiceStaff

      Reviewed Feb. 15, 2025

      I switched from Verizon to T-Mobile because it was supposed to be so great. So far since last night I’ve spent 5 hours trying to accomplish this new account opening. The first sales agent had to consult with his team every step of the way, so he obviously didn’t know what he was doing, which makes me wonder why he was even hired. Then he connected me to another department that was supposed to help me and we got disconnected and he never called me back. Then I spoke to someone else in the sales department who was supposed to send me links in an email that never arrived. Then I call back and I don’t get anyone in the sales department anymore and I asked why and they transferred me to the sales department and said they needed to know what I was calling about before they would answer my call. So basically to anyone out there do not do not do not use this horrific incompetent phone company.

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      Customer Service

      Reviewed Feb. 15, 2025

      I called T-Mobile to cancel service after they raised their rates to $75/month after promising some sort of freeze at $70. Yeah, sure, right. Anyway, about a month after my supposed cancellation over the phone with one of their support representatives, I noticed a $75 charge from T-Mobile on my checking account. So I had to make yet another call to their customer support line to again cancel my service. Why should I have to cancel my service two times when one should be enough?! Today I called them and managed to cancel service (I think, let’s hope right?) this time, but of course they refuse to refund the fraudulent, baseless $75 charge for the last billing cycle where they show absolutely zero activity on my account. What a crappy company and no wonder they earn a 1 star rating from the top two consumer agencies. Avoid T-Mobile if you’re wise.

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      T-Mobile Company Information

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