T-Mobile 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 ServiceSales & MarketingPunctuality & SpeedStaff

      Reviewed Aug. 20, 2024

      First of all, I went to the Clyde Park location and Caleb assisted me, he had me add a secondary line saying I wouldn’t get charged, but had to activate it in order to get my new phone set up. I was confused and not being tech savvy I didn’t know to dispute it. A month and a half later I go to the store on East Beltline, Joe and Brandon are THE BEST. Not only did they resolve my current issue, but Joe called and got the secondary line- that I was in fact paying for- taken off and refunded! They listened to me and made sure that action was taken. If ever there is a raise deserved- these two are in first place!

      Joe mentioned integrity and how people in sales (or anywhere) should have that, and I could not have agreed more. This will be my go to T Mobile store from now on! 10 stars and my hat is off to you two! Thank you thank you thank you!! I have never left a phone store feeling refreshed and better than when I walked in, today I did! If Joe isn’t a manager or promoted, boy, you need to fix that!!!

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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 ServicePunctuality & Speed

      Reviewed June 19, 2025

      If your a senior citizen run as fast as as you can away from these lying conmen. They will promise to pay off your phone if you switch to them. DON'T fall for it . Promised us we would have our payment to pay off our old phone’s in plenty of time before our monthly bill came due. It NEVER happened. We would visit the store and ask when they were going to pay off our phones and was just lied to. I believe that’s their way to just get you out of the store. When you call customer service you end up talking to some guy that knows about 3 paragraphs in English and just keeps repeating himself. And then just hangs up on you. T mobile in Freeport Illinois. Will stick it to you. We will be switching as soon as possible.

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      Customer ServiceContract & TermsStaff

      Reviewed June 19, 2025

      I’ve had ongoing issues with TMobile since they bought Sprint, with the most recent being charged a monthly device protection fee for a device that doesn’t exist, something I didn’t catch for nearly a year because my bill is on autopay. When I contacted them about the issue, they initially offered just a one-month credit. After escalating the matter, they increased the offer to a two-month credit, despite the fact that I had already paid nearly $170 in erroneous charges.

      Their reasoning was that their terms and conditions prevent them from issuing credits beyond that, even though their own customer service representative confirmed, based on call transcripts, that the error was on their end and there was no record of me requesting the device protection plan in the first place. The supervisor basically said that it was my fault. Imagine if it was the other way around though and I owed them money? They would stop at nothing to get it. T-Mobile needs to stop stealing from their consumers!

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      Customer ServiceCoverage

      Reviewed June 19, 2025

      I was told several years ago that I was to receive a free phone, iPad, and watch, which I did not need because I already had those and I told them so, but free with signing with them. More than a couple years later, after getting my paperless bills ever since signing up and did not know how to access them, I was finally able to see and I see that I have been paying for all the "free devices" for years. Not only that, I was paying for a watch connection and have not received that for the two and a half years I have been paying for it. I called customer service and they credited me $85, which of course did not cover the free stuff I have been paying for for years. What a rip off!!!! If you want a honest company, this is not it! Keep looking!

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      Customer ServiceStaff

      Reviewed June 19, 2025

      I use to be T-Mobile’s biggest cheerleader and now they're a big joke!! I wouldn’t refer them to my worst enemy. Customer service has went downhill and they don’t work with you if you’re struggling. They don’t give you any options whatsoever. I will be getting a new carrier soon. If I can give them zero stars I definitely would! Good Luck!!

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      Customer Service

      Reviewed June 19, 2025

      I have been a T-Mobile carrier since before it was originally voicestream. My phone was not working I was not able to make calls or message. I walked into the

      T-Mobile store 5800 west new york nj location and was assisted by a gentleman by the name of Ivan. Ivan helped me obtain a new SIM card and order a phone replacement instantly. The phone arrived within 2 days and I am happy to say that Ivan understood my situation and helped me immediately and for that I am grateful and very appreciative. I considered transferring phone carriers from the frustration, but changed my mind with the level of service that was provided to me giving me patience to wait.

      Lebron

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      T-Mobile Company Information

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