T-Mobile Reviews

I feel they could do better to support the older population with phone upgrades and trade ins of older phones to help us stay in touch with our families in video calling with larger phones like note 10's.

Coverage is not as broad as they say. Areas that are well in the coverage area on their map still has 1-2 bars. When asked they say the map is more general than reality. They dont have contracts but the cost of phones on a payment plan end up taking as long as a contract would normally be.

I've been with T-Mobile since 1999, before there even was a T-Mobile! I kept the same carrier all these years because of excellent customer service and good rate plans. Operators help me to find the perfect plan after analyzing my data. Always helpful.

They start you on an affordable plan and then quickly as time goes on - prices start rising. The customer service is very good and they really aim to make you happy. However, the price increases take away from the great customer service!

I have no signal in and around my house and only can connect via WiFi. Also, during the promotion "add a line, get a phone free", I added a line but am getting charged monthly payments for the phone. And their "team of experts" is unavailable to contact but they have no issues auto drafting money from me.

I switched to T Mobile after 21 years with Sprint. T Mobile's Customer Service and staff far surpass Sprint. I was impressed from day one. They listen to and take your issues seriously and make every effort to fix them. As the customer you are #1 and they make you feel that way. Their prices are better and you're not stuck in a contract for 2 years. I like the option of leaving if I'm not happy and not being forced to lease a phone for 2 years and then have to pay additional money at the end of the lease to purchase a phone that I have already paid for over 2 years. I'm glad I switched!!

Well in 2017 my husband and I were on a Carnival cruise ship. It was October and my brother was in the University of Chicago hospital. He became gravely ill halfway throughout trip. I was on my phone constantly. Sadly my brother passed away while we were on the trip. My cell bill was over $500. T-mobile waives the fees... I don't know if too many cellphone companies would have done that.

My friend a long time Verizon customer just switched at my suggestion and she is loving it. I told her, "You can't beat the value." No more worrying about minutes overage and the customer service people are really nice.

Metro has no sympathy for anyone during these dreadful times. I've been laid off due to the pandemic. So I contacted them to see if I could get some relief in the form of an extension cause my phone so when I do get the call to come back to work I will have it to know they called. Metro told me no and they didn't care about my issues. They wanted their money. So the next day Metro turned off my phone. Is that some bull.... Or what? I Don't recommend metro to anyone, especially in a crisis because they won't be there.

T-mobile network is bad, features are bad, people in stores are unwilling to help. Only thing good is low price and decent internet speed.

T-Mobile lies that they offer an Unlimited Data, Talk & Text Plan per month. IT IS NOT UNLIMITED. T-Mobile cuts off your data and internet if you have used a certain amount of data before your 30 days are up for the month. I recently found on my cell phone that I couldn't search the internet or do anything except make phone calls. My monthly account was not set to expire for 5 days, but T-Mobile claimed I had used up all my data for the month despite their spurious Unlimited Data advertising.

I love T-Mobile. Prior to the T- mobile I had been with all the big telecom Verizon AT&T and Sprint. I felt it all the time were just ripping me off and any extra charges to feel so I would like my field double and triple each month. I switched and cannot believe how reasonable my bill is and it never changes!! They work with you, like they are working with me during this quarantine time. T Mobile is the best!!

Our family got a great plan under a business account with the promo of Netflix for free, love that aspect of the deal. The bill is so-so but better than other cell companies for now. Overall happy with service (so far).

I've been having a Business Account with T-Mobile for several years now and their service is awesome. I Love everything about the company. I would recommend Family members also Friends, Business partners etc. All my family and friends also uses T-mobile, and they're very pleased.

Whenever I have had an issue with my phone, I stop at the nearest TMobile location, and they have always taken care of my issue and answered my questions. I have found the coverage to be adequate and the selection of phones suit my needs and desires.

I had friends recommend T Mobile for a while, but I am not the type to be changing from place to place, but my former provider made me very unhappy, so I decide to try T Mobile, and I have been very happy with them, I even went overseas and use the phone there, and when I got the bill it was just about seven dollars more..

I switched from Verizon to T-Mobile. Verizon is great but they don't compare to the plant and the prices of T-Mobile. And I realize now that T-Mobile is just as good as Verizon, in fact it's even better.

Very good cs when providing assistance with phone issues. Phone selection ok, prices -- have found better deals, I am sharing a plan so no complaints from owner so far. I would like to see better 4G experience and less software updates.

I have been with T-Mobile for several years after a former provider stopped serving Central Virginia. After speaking with several persons who were already with T-mobile I decided to give them a try. I don't switch phones often and am usually fine until service becomes quirky...usually after newer phones are in place. Cannot recall any major issues with customer service. They do have a plan for customers 55 and older but it's limited to two phone lines; however you can add accessories. It will be interesting to see how things are now with the Sprint merger.

We have been with T-mobile for a very long time and me and my family are happy with T-mobile's service, we recommend T-mobile for anybody. T-mobile's customer service are helpful depending on busy they are on the day call, sometimes you might have to be transferred to several people in order to resolve if you have an issue, but definitely it will be solved.

T-Mobile has been a blessing when traveling overseas, I know bad times now, it worked all over Europe, Canada and Mexico line a champ. Locally, it works fine in California, but we hit pockets if dead zones. It works best in mid be west and east coast for sure. It is the best value for your money!!!!

I am on the senior plan that is unlimited and very cheap versus others. They have now modified it for new customers as it was too good. Their trade in on present phone value they want to give sucks against a new one.

After comparing with every other company, T-Mobile has the most straightforward billing system. It has cheaper plans for people over 60 years old. I love that the bill is exactly the same monthly, no surprises! Online system is easy to use and extremely convenient auto pay!

I was a T-Mobile customer before and decided to switch to AT&T which also has great service but expensive. I switch to Sprint to save some money and the service was so bad. You didn't have the option to still use your device while on a call to search internet. I finally made the decision to go back to T-Mobile and the phone service, plans, price, and customer service is great.

Like Verizon/Fios Metro doesn't respect their long term customers offering no future promotions which is in many ways a punishment for being a loyal long term consumer. It's a ridiculous policy and a huge turn off for many for a second rate cell phone provider. It would be in my opinion a more financial advantage to ensure that their current customers stay satisfied.

The service is ok, the unlimited internet plan is always a plus but... it is not 4G like they advertise, the second you get a phone call it drops to a 3G and when you search the web it just feels like 3G or a Really, really really really really weak 4G.

We do not get service in certain areas. Verizon lets you hear text message in the car, T-Mobile does not. I am not as satisfied as I was with Verizon. I also experience some difficulty getting voicemail on T-Mobile, whereas I never had a problem with Verizon. I changed from Verizon due to their political leaning. I am not sure what political leaning TMobile has.

I love T mobile, my issue is hidden costs, we just upgraded our package and were told it would cost us $90 total, when the bill arrived it was $111, that sucks! Please be open about hidden costs, taxes, etc!

I had no problems with T-Mobile. Their plan is budget friendly. It's not the best but it's not the worst so in the middle to me. Any cellphone would do for me old or new in my opinion I would say. Others might say any phone won't do.

T-Mobile is like family. When you call customer service they address you by NAME. You know you are important to them. Never had a problem they couldn’t address. I love that there are no surprises fees and their rates are great!! I’m 70 and have been with multiple co’s. T-Mobile is the best!!

I'm tired of having to turn in my phone. I've paid over a 1000 for just for you to just take off between 300-400. There needs to be some accountability from that note 7 disaster. We still should be getting some compensation from that bad episode. If I've been with you faithfully over 2 or more year. Something needs to be taken of off my bill. If life purchased more than 2 or more phones I've paid close to 2500 or more over this year. I'm paying now over 250 for 2 phones. That's ridiculous.

I've been with T-Mobile for 4 years now and must say with their 24 months plans to pay off a cellphone or having the option to pay it in full right then and there. To just only having to pay for the services and activation fee and yeah cannot forget their cool accessories that you can also buy upfront as well by paying in full or paying the taxes in store and paying small monthly payments also for 24 months. Just shows that Tmobile is a reasonable carrier to be with at the moment. I'm not sure how it's going to turn out, when Sprint merges with tmobile as the prices will change and perhaps increase indefinitely. If that does happen, I will no longer be part of Tmobile and probably would have to improvise on another reasonable carrier or better yet go to Boost Mobile that I have never even been with since they came out. But after this COVID-19 pandemic we shall see.

T Mobile service has been excellent, with great coverage in the remotest corners. The net speed is also awesome and love their friendly customer service agents. My entire family uses T Mobile and we are really satisfied with it.

We switched from #verizon to #tmobile after being assured we have excellent coverage in our rural area. We received 4 new phones, ported our current numbers, bought cases and have ZERO coverage at our rural home. Oops. The rep assured us we had 5g and excellent service at our address. After being on the phone with #tmobile, they apologized and sent us an email containing shipping label to return phones. Then disconnected our service. Today, because Verizon could not be reached to restore our service, we are without phone service at all. My husband is a retired veteran with medical conditions and if we had to call for help today, we could not. This is appalling to us. We were on hold SEVEN hours to set up the four phones, you read that right, SEVEN hours on hold. I can’t believe a major company would do this. Do NOT use TMobile.

Best for suburban area for the price. The city tends to become congested and therefore even LTE does not work as well. However outside of the city, for a family of four the price is well worth the budget.

Overall T-Mobile is good. The service isn’t spotty. For the most part they have some spots that are dead zones. Using my phone while abroad is also a nice feature that you don’t have to pay extra for. Unlimited data that isn’t extra cost like most other providers do.

Horrible connectivity, more dead spots than live ones even in a small city with numerous towers. Now they want you to dial 1+10 digit number too! If you complain you hit a dead wall and then a paywall. Would have switched if there were others that work. They are all the same. Their 4G LTE is a joke, and they want to sell us 5G snake oil now.

T-Mobile has provided high quality service with a competitive price plan. We had AT&T prior to T Mobile.... Simply no comparison. Much poorer quality and service with 35% more $! We have had T Mobile for almost a year and are extremely satisfied!

I chose T-Mobile because my bill was a lot less for seniors but the service is very spotty. AT&T have better coverage. My Bill for senior was $60 a month for 2. I haven’t heard anything about different carriers. I was looking at Verizon at one time but I wasn’t sure about any other carrier.

Excellent company, excellent cell coverage, great customer service and high quality product selection. Prices are OK, a bit higher than others. They have some very good deals and discount plans for families, but not as good for single people. The best deal is the screen protector - lifetime guarantee to replace it whenever it breaks. The insurance plan is also excellent and well worth the extra cost as it will replace your phone if lost, stolen or broken.

I walked into T-Mobile during a smart phone trade deal. At the time I had an iPhone 5! They said service was great in my area. 4 months later 2 different phone purchases 1-Android and 1- IPhone, wiped out my contacts twice, $1400.00 for service, calls continue to drop if I barely moved. I sold the IPhone. Called TMobile (on speaker) for final payoff with buyer (of the IPhone) standing there, paid them. I went back to Verizon and bought another phone! 1 month later T-Mobile wants $400 dollars. They have changed the amount and reported to varies Credit Agencies. It shows up as multiples due to dollar amounts are different. I have sent letters to everyone TMobile, FCC, Credit Bureaus, ConsumerAffairs, Public Utilities. Basically they sell phones then they put up towers.

Great customer service and selection is excellent. Best of all they contacted me when they created the senior calling plan. You really don't get that type of service everywhere. Thank you for your consistent professionalism.

T-Mobile offers great family, senior and veteran prices with no confusing data plans and give you unlimited data. I have had no problems with coverage and no dropped calls. The T-Mobile staff were helpful in determining what my best discounts were. I now have 6 people on my plan.

They were very helpful and nice. Phone was free and plans are good. They answered all my questions and were very patient. Transfered all my data and contacts.

T-Mobile a great company. I've been with them for many years. I've left at one time and within 48 hrs called them and ask for help getting me out of the carrier I went with. And it was handled. No questions ask. I will always stay with them.

T-Mobile is very reliable. They've never made a billing mistake, and they have always provided high quality service. On two occasions I had to have a device replaced, and both times it was a very fast and easy process.

Check all the plans for family and seniors and they have lots of discounted plans. Customer service is very good! They handled a return under warranty in a day for the new phone. I have been with T-Mobile for several years now and love it. The coverage is very good, and the tech support is easy to contact and work with.

Hello, I switched to T-Mobile from Tracfone because T Mobile has a $3.00 a month plan that gives you 30 minutes of talk time a month. I dont use my phone much accept for very important reasons. I had tracfone before I switched and I didnt like their customer service. Some of their staff were not helpful to resolve your phone problems and some did help you out. It depended on who you got connected with when you called them to get help with your phone service. My wife likes Tracfone and we had good service from their staff fixing a phone issue but It took a while to get the problem resolved when I called them. I got switched to different people during the repair call but finally got it resolved.

Great company. Puts people first not corporate CEOs etc. Is underpriced compared to other big names. Has great coverage across the US. I have travelled from south Florida to Seattle and made many stops along the thousands of miles and never had a coverage issue. I pay less than 1/2 of the cost for service than ATT VERIZON and I get WAY more than with those losers. T-Mobile employees are super cool people honest and upfront.

I’ve had great experiences with T-Mobile, from their online support to their in store support I’ve always felt that I was helped completely and that I was given the best support I could get. Lastly their plans are great and fit everyone in our household.

Amidst a pandemic, when people are losing jobs and on lockdown, T-Mobile turns off people service and charging a 25 dollar reconnections fee. Where is the compassion for your loyal customer during such a sad time? Thanks for adding more stress to our already stressed out world!! SAD

I signed up through a promotion. They cut off my Verizon service a week before I got my new phone from them to activate. They gave me 50% discount for that complication. Month later I get a bill for 1.5% because the promotion I signed up for I wasnt enrolled in and the guy who signed me up lied about my eligibility. I just got off the phone and denied what it stated in my account that I am eligible for $140 total per month. I was on the phone for 30 minutes and all I got was an apology for their mistake and that I'll be enrolled for the upcoming month. But I still had to pay the $189 bill with no promotion. I wish I never switched over from verizon. Service sucks also.

Amidst all of the Covid 19 upheaval to our daily lives, T-Mobile in true T-Mobile fashion, decides to cut our phones off 2 days early. But last year they cut off the phone on Christmas Eve (which was actually 3 days earlier than normal). They must be doing it by design to rack up all the $20 re-instatement fees. My family alone is $60 EVERYTIME they do it. Here's the scenario. Our bill hits on the 17th. Normally, well for 21 years at least, I pay the bill with my last check of the month. I go into the store, because they have a problem processing my debit card over the phone, just them mind you... I have been a customer since 1999. But every once in a while, T-Mobile decides they can't wait and they just shut us off abruptly.

Hello, I wanted to share my experience switching to T-Mobile after being a customer with Verizon for 15 years. I had the itch to depart from Verizon and its massive bill I paid monthly to them for a single line of service. Like many, money is tight and I wanted to make a change. I did my research and decided to pick TMobile because the coverage has massively improved over the years. Things seemed to be in a positive light for me. I called and spoke to a rep who explained the process and how easy it would be to port my number and get the credit to pay off Verizon and cut the ties for good. They were wrong.

If I could give ZERO stars I would!! My boss passed me this phone he had with T-mobile. I needed to unlock it to use my Virgin Mobile Sim card. But I was thinking I might switch to T-mobile... That will never happen! I got to experience first hand what customer service is with T-mobile! I know WHY my boss SWITCHED services and would rather have a root canal than using T-Mobile again!! I will never switch to T mobile!! It's a nightmare!!! I've waited for hours and haven't been able to reach anybody to help with this issue... I've had 5 different touch points with the company and my problem is unsolved. Sales will answer fast.... customer service = worse than root canal!

Live in Houston. January 27/20 we had an explosión and the T-Mobile tower fell down. My internet service went off. Today 2/19/20 still have NO internet. Customer service told me Feb 3 a "booster" will be mailed. Have received NO buster and still have NO internet. Would NOT recommend this company to NO one

So while other companies are pledging to waive late fees, and provide unlimited data for their customers, Tmobile chooses to cash in on the Coronavirus pandemic by charging late and reconnection charges to consumers affected by the pandemic. Guess it doesn't matter that I've been with the company for 12 years, or that I can pay my bill, still chose to suspend my service because I couldn't pay the ridiculous $20 per line reconnection charges. Way to go tmobile!!! Next time I'll try to plan before the pandemic.

My phone has been hacked several times and customer service is full of racists and xenophobic people. They provided a response similar to "call us back later" or "spend more money ($100+) to fix your problem".

In 2009 my wife had Cricket service. In 2014 Cricket became a subsidiary of AT&T. This made my wife's old flip phone obsolete. So She upgraded to a new flip phone. Well the new flip phone she bought had the worst alarm sounds I've ever heard. I don't know how someone is supposed to wake up to an alarm playing Bach Cello Suite Prelude? Needless to say we returned the phone to Cricket. She found a little better phone from T-Mobile. They moved her new number and she was satisfied for the most part. Then it happened....

I have a portable HotSpot device I purchased several years ago from T-Mobile. I needed it to provide temporary home Internet service while my home was being repaired (my DSL service was temporarily unavailable). I purchased the HotSpot device and 3 months of service. Now I have moved and have a similar situation. T-Mobile is not competitive regarding data-only service using a HotSpot. I determined the HotSpot I purchased was compatible with another operator's network and hence requested T-Mobile to unlock my device. My situation completely satisfies all requirements T-Mobile has for allowing a free Unlock. I called T-Mobile Customer Service and opened a case. The representative told me I would receive a phone call with the unlock code in 3 days. On the 3rd day I received a call and was told they needed 2 more days. I was promised an eMail with the unlock code and a phone call from Customer Service in 2 days.

I bought a prepaid sim in LA with the promise it works nationwide. It did not work in New York City. When I inquired in an NYC shop then I got some lame excuse about improving the network. The agent which was extremely rude refused to help me and told me I should complain at the shop in LA. She refused my request to talk to her supervisor.

Avoid at any cost. T-mobile is a rip off. Canceled my service when I got a better deal from another career in October 2019 and they kept changing my credit card until January. Called them every month from October 2019 till February 2020 and asked to cancel my service and they failed to do that and made me pay for the lines. I had no longterm contract and was fully entitled for cancel my account. Terrible customer service.

Team of experts they say but they are team of manipulators.

Beware of this company. I switched to Tmobile and got insurance on 1 of my phones then when I needed to use the insurance they tell me that my phone isn't covered when I clearly have it charged on my bill in front of me and have never removed it because my husband is notorious for breaking phones working in construction so now I have an 1100 dollar broken phone that "isn't covered" that I still have to pay off!! Scam company!!!!

Attempted to port my line up T-Mobile to another carrier, after four days I have no service on my T-Mobile phone, and they refused to release my number to the other carrier. I called they Advised me that they do not perform such actions. I asked them to cancel my service which was a prepaid service. They canceled my service but refused to prorate the unused portion of my service and give me a refund. They told me to go back to the store where I purchased it which is 9 1/2 hours away from my home. Totally irresponsible and unexpectable.

T-Mobile opened up an account in my name with no ads # and now they will not take it off my credit report. Anyone else have this experience? Multiple calls and always told the same thing. Class action lawsuit?

I have a T-mobile flip phone, pre-paid minutes. It did not suffice as my only phone but I use it as a back-up and to find my other phone. T-mobile has poor coverage where I live and in the mountains. But in Canada, it switches to Rogers and has better coverage than ATT. That makes it a great backup phone. It's small and easy to use. The minutes are pricey but as I said, it's just a backup.

The cost for a prepaid phone is very reasonable and the service is great. I've been using it for more than 10 years and I am completely satisfied. I recommend prepaid phone from T Mobile. It is the best prepaid phone company out there.

Gone are the days where you could get a free phone by signing a contract. I miss them. Phone bills are much more expensive and you are essentially locked into a contract by paying for a phone monthly. Also, T-Mobile has very spotty coverage where I live.

I had service with T-Mobile for over 8 years, I switched to a more cost effective service while my income has been reduced temporarily on maternity leave. To my disappointment tmobile charged me a full month of service for only 3 days of service which should have been prorated. It left a bad taste in my mouth that this company can compromise its integrity to extort money from their customers. I will eventually pay them back but surely I will probably never do business with them again.

T-Mobile over all is one of the best mobile phone company there is, whether it's phone plans, prices, and customer service I love their rates and their customer service team are quick to help in any situation.

I like Tmobile because it has affordable services to call abroad, also when I am in Mexico I can call and browse as if I were in the US. The basic service with unlimited phone and good GB per month is about 45 plus 10 dollars for the international fee. I don’t like that their customer service sucks. Every time I call I have to wait a lot to talk to a human and I am never sure if I ever speak to one. They try to sell me products with unclear information and telling me that now they are offering new and FREE updates for clients with my type of contract. Once I bought it and ended up with double the amount in my monthly bill.

One of the best prepaid mobile service I’ve had in over 25 years, great customer service, easy to use app, great reception, good selection of phones and prepaid plans. Great value for money. Available in most states.

TMobile is really a great carrier. I really love it. Been with them 3 years now. The service wonderful. Have great plans. They're better than most of who I've been with. Their prepaid is great service. Get what you need. Their data is wonderful. I can get out. My calls are so clear. Their service is really nice.

I have a military discount with Tmobile and they have been awesome in every way. I have been with Tmobile for years and anytime I have had a problem they have been there to help. I came over from Verizon and I was scared there would be a drop off but there was none.

Deactivating my T-Mobile account and resolving my final payment has been the most difficult and frustrating experience that I have ever experienced. I deactivated my account and ported my number over to a new carrier on December 23rd, 3 days into the new billing cycle. When I received my last bill, I noticed that they had charged me for the entire bill cycle up to January 19th, not just the 3 days the service was active. I called and spoke to a representative who confirmed that this was a mistake and that It should be a prorated amount for 3 days. She told me to disregard the current final bill and that I would be receiving an updated final bill in about a month. 2 weeks later I receive a mail notice from a collections agency for the inaccurate amount.

I write this, knowing for sure how T Mobile is for I am current customer of them. They don't have coverage in most areas even if I am outside of my yard I don't have my whole bars. And for my husband that he works outside of Virginia is impossible to find coverage in some areas, and his friends that they Verizon they do have signal and service. I called customer service and they were so shameless that the only thing they do for me was saying that they knew it. But the monthly payment they took from my bank in exactly amount, they are thief. If I am still with them is because I have to almost $600.00 for my phones which when I got it them told that one of them was free, but when I told them that I gonna left T mobile there they said that I have to pay for both of the phone. I advise you don't get T mobile is not worthy.

My experience with a prepaid phone was ok. I thought the minutes ran out too fast. I loved the different style of phones to choose from. However, in the end I decided to get on my daughter's cell phone plan. It cost more money than a prepaid, but, I vent it was worth it. I didn't have to worry about using up my minutes while having a conversation. In the end, a phone plan seemed to be a safer choice because I could call anyone whenever I wanted to and talk as long as I wanted to.

If you try to leave Tmobile, they will give you the run around. We ported our phone numbers to another company and requested our phones be unlocked, called several times and spent hours and every time they would say “it will be 24-48 hours”. Days would pass and I would call back and they had no idea what I was talking about and had no record of the previous call.

I hated the reception and chose to switch back to Verizon. My son’s phone was T-Mobile so I asked to switch him to his dad's account. Agent said I had done everything to release him and I told his dad. When he called they gave him such a run around that he just got a new phone and new SIM card and I was stuck with his old number still being charged on my auto pay that I can’t access because, as a cancelled subscriber, I no longer have access to my online account. Didn’t even know I was still paying until the end of December! And I was being charged for a family plan with that one phone! Now, after their poor service, they won’t give me any refund. I will NEVER use them again and NEVER recommend them!

Let me say, my experience was not optimal with TMobile. Saturday was my birthday and my wife for months has been talking about new phones. We went to T Mobile to switch carriers and upgrade our phones. I told my wife of meeting a young lady who was working at the Harden Street Columbia SC store and wanted to go there to look her up and check T Mobile out. Our experience was excellent and received great service and decided to switch. We updated out phones, ordered them, and bought some accessories. We were told the phones would be delivered Tuesday or Wednesday. All was well. Then the problems began. Received email that order was shipped. Tried to check it but was unable to get to the link in the email to track. Tuesday one phone delivered. Didn't know if one was not delivered and the other stolen so I called Customer service. 800 number first kicked me off the two times I called.

Almost three months after my telephone number was ported to another provider, I found out from a Customer Service Representative in the expert team that EVERYTHING I HAD BEEN TOLD WAS WRONG!!!! So, they withdrew the monthly charge of 141.00 after I had canceled and asked for a final bill. When I called about it, they said that would be refunded to me in a check within 7-10 business days.... THAT WAS A LIE!

I don't like cell phones but have one for emergencies and so bought a Tmobile prepaid and it works splendidly and the minutes roll over year after year as long as I buy 10 dollars worth of time so annually we do so and always have a small easy to use emergency phone at the ready. Customer service is a free call and balance check is easy as well as texting.

I have been a customer of T-Mobile for two years and I can say the service is decent. The speed is very fast and helps me whenever wifi is not available or not strong enough. I just don't like how expensive it is for the amount of data I get from it.

T Mobile has always treated us as a valuable customer. Their local office staff are well equipped with excellent knowledge of their product line, as well as dealing with support or training issues. Thus we have stuck with T Mobile for over 15 years. Unless their service goes up in smoke we will stay with them as long as we need cell phone.

I was a prepaid customer and canceled my service on December 31, 2019. I then on February 7, 2020 my bank was charged a full month payment and caused me a $30 overdraft fee. I called T-Mobile and they said I didn’t cancel. The entire month there was no activity whatsoever on my line. I’m very upset and I will never recommend T-Mobile to anyone. Also, I got lousy internet connection whereas with AT&T I had no trouble!

They are always very helpful with any problems I may have and the service is very good. When I have a problem I can go to them and they fix it right there on the spot. I had some scratches on my screen and they fixed it right away.

Daniel at T-Mobile in Towne Lake Hills is the BEST!!! Daniel was a consummate professional! Knowledgeable, articulate, personable, and efficient. ABSOLUTELY THE BEST purchase transaction have experienced in a great many years. I actually thought I would never experience the level of service Daniel provided again in my life. Truly assumed it was a thing of the past! Kudos to T-Mobile for having such a stellar individual amongst your ranks. Give him a raise; a promotion, or both!! By the way...T-Mobile has come a long way in recent years. I was a 20+ year Verizon customer, and I'm very happy to be part of the T-Mobile family!!! Thank you Daniel & T-Mobile????

I love my prepaid T-Mobile plan. I have the same service coverage, great values every Tuesday with free stuff movie rentals and food and they have awesome customer service. The locations are so easy to get to and I am treated wonderfully.

Help me to have a cell phone because I can't pay a month payment. I don't used all items on the phone because I just used to call and received call. I don't text or picture. I am glad that there still have prepaid phone.

I have been with T-mobile for years and have been very happy with their service. Lately though it appears as if service coverage had been dropping around the city of Las Vegas. Less bars than I am used to and poor quality connection in calls. 50 dollars a month for 10 gigs of data and unlimited talk and text is nice though so I really can't complain.

STAY AWAY from T Mobile if you ever decide to switch to a different carrier!!! For months now I've been trying to change and FINALLY after 4 months! 4 months of trying to switch to Verizon, I think I now will not be charged anymore. Then again they have been telling me for months that, I'm hoping this is the final time I have to deal with them. I'm SO frustrated with their service and incompetence. I'm telling you guys, if you don't want to be charged hundreds of extra dollars when you switch, don't go with t mobile. All the money that I allegedly "saved" going with them, I lost with them switching carriers. BTW, verizon came out cheaper than t mobile. So I actually didn't save any money. I lost money going with them and also lost even more money trying to switch to verizon.

I'm currently traveling, and I decided to get an e-sim to avoid the hassle of switching sim cards. My brother previously called to set up his own e-sim, and he was able to complete the process without visiting a store. In addition, the T-Mobile website clearly states that I can call their customer service line in order to start the e-sim process. Their customer service representative and supervisor started the process, but then told me they were unable to complete it because I would have to physically visit a store. They said it was a "new" process, and that the website was wrong. They offered no solutions either. Terrible service.

Updated on 09/15/2020: I am having a terrible time with this cell phone Samsung Galaxy S10e. It overheats to the extent of not being able to even hold it in my hands. I have had T-Mobile swap the phone out several times, but the outcome is the same. The entire line may be defective. I am under contract to pay for the phone. I cannot afford another one. T-mobile wanted to charge me $400 upfront to change from a Samsung to an iPhone. Buyers beware.

There are 3 tickets opened with the help of T-mobile customer service rep to solve calling and receiving calls then SMS service not working and now data. The calling and sms services are working after I paying extra amount to my account however now the mobile data stopped working. Also the extra amount which I paid getting utilized and I have no idea. Called many a times to customer service - technical department and they have been just opening the tickets for their engineering teams. This is nothing but just the frustrating experience with using t-mobile. History is that there were 2 lines on my account and one of them I moved to Lycamobile, the porting worked well for the line I wanted to move but then the line I am using literally stopped working.

I have been a T-Mobile customer for the past 7 years and I have to say that my relationship with T-Mobile will come to an end TODAY. I have received the worst customer experience to date. You are better off going elsewhere. TMOBILE is not worth it. Terrible business, Terrible customer service. T-Mobile Customer Service Representative Rekida (**) and her supervisor Chandra were the absolute worst.

Even with a signal booster (provided by T-mobile) installed properly in my home, the service is very disappointing and very frustrating: e.g., I often get alerts such as "Not connected to network."; "Couldn't send message."; "File too large to send."; "Connection interruption."; etc. In addition: I experience dropped calls or sporadic connections during calls, no indication that people called and/or left voice messages, dead spots outdoors in my neighborhood, etc. Living in one of the largest cities on earth (New York City), I never anticipated that service from a major provider would be so unreliable here. I so regret the day I switched from Verizon to T-Mobile. As soon as this phone is paid off (or likely sooner), I will switch back to Verizon and never use T-Mobile again.

T-Mobile service is a 6 out of 10 and on top of that they have very poor customer service. The sale reps do not honor their word about ANYTHING. I wouldn’t recommend them to anyone!!! The only positive about them is they are affordable but hey you get what you pay for!!!! Today is the second time I have been charged a 30$ check return fee on an checking account that I no longer use!

I ordered an iPhone XR on the phone via customer care and a couple of hours later I changed my mind and called Customer Care to cancel order and instead told her I want to place a new order for an iPhone 11. She then told me they can not cancel it as it’s already in processed for shipping. I was told they are going to send me a return label via email so I can put it over on the original package label then take it to UPS drop off location. She also said I will not be able to get a refund of the tax I paid for it till they get the iPhone XR and get it scanned into the system So I said okay fine... Few days later the IPhone XR got delivered by UPS.. Didn’t open the box as I am returning it. Only time I held it when attaching new return package label sent by T-Mobile. The following morning the Package was dropped off at a UPS drop off location in Houston.

For the past year the professionalism of the customer care call in people and the tech support people has gone down considerably. I have spent hours on the phone with tech support people trying to get slow data and broken up text messages resolved and still no resolution. After all of my ongoing trouble they recently insulted me by offering a $5 credit to my account.

Manager Rashad has misquoted policies over and over again along with his team. I returned 2 brand new iPhone 11 me in their cases and received UPS confirmation of delivery as well as a returned 7plus with confirmed delivery and I am being told they are investigating locations of phones????

It is extremely disturbing that T-Mobile since January 8, 2020 has blocked my access to certain international news sites without any notice, justification, or legality. I have managed to connect to said sites via third party software but this action is a total intrusion on my personal choice regarding being able to access new sites of my choice. I have been with T-Mobile since 2001 and this action has determined me to dump the worthless entity and am more than willing to give my money to a lesser known carrier if need be.

Last month my mother got cell phone service from T-Mobile. She requested auto refill. At the time she complained they gave her no paper work. One month later she gets a message that her service has been suspended. Okay, I volunteered to go to a T-Mobile and find out what is going on. I talk to Yarron at a T-mobile store. He looks the account up and tells me -our account has been suspended, nothing he can do. I inform him that we were on automatic payment. He tells me -no we were not on automatic payment. I tell him that we were messaged by T-mobile that they received our money. He tells me Well, Mom’s account has been suspended. And suggests it was because she didn’t pay on time. I tell him we did pay on time because it was AUTOMATIC. He tells me -no we aren’t on automatic payment. I tell him we are and ask him -Then why/how did an automatic payment go through if we aren’t on automatic payment?

I switched over 3 of my business lines from Att to T-Mobile...It was the WORST MISTAKE! It has been a nightmare ever since. I was told that if I switched over I would receive a payment card in the amount I paid to pay off my phone with my old carrier (Att). Once all was said and done, they said that in order to get the payment card for PART of the amount I had paid to pay off my phone, I would need to purchase a new phone and turn in my old phone! THIS WAS NEVER MENTIONED TO ME! They lie to customers just to get them to switch over to them and then like in a bunch of fees that they never mentioned.

I went to T-mobile because they had a program which fit my needs. Their service was poor in Tucson. I closed my account in November. This is January. To date, including November, I have been charged $370 for a closed account. I made calls every month asking for a refund and to close an account which they said was still open. They never closed that account until (maybe) January 7. Out of the $370 charged, they are refunding $90 and (supposedly) tracking a $80 refund (which seems to be non existent). So at the most, I'm being charged $370 minus $90 for a closed account.

So back in September I went in to the T-Mobile corporate store in Federal Way to inquire about the buy 1 get 1 promo on the Note10+ they were offering. I was told we needed to add a single line on their plan and keep it for 4 months. I was told that my total cost would NOT change and actually would go down. I was provided a written contract stating the total cost would be $150 per month for all 5 lines plus the cost of 1 phone and applicable taxes bringing the total cost to $189.50 for all 5 lines. So.... I get my bill the end of September and it is almost $100 more per month.

We have been customers of T-Mobile for 15 or more years. We recently changed our plan to the Military Magenta plan. S I am the veteran we also had to change ownership from my wife to me. This change took hours to complete. The first try the service rep was having connection issues so we tried back 2 days later. We then received 2 Bill's for December. One for the old account that was closed on the 9th (should have been the 7th except for the issue that there service had) for the full month and 1 for the new account prorated from the 9th. We spoke to the customer service who advised that we would not need to pay as we should get a new bill for the closed account. Today we received a call from their collection dept trying to get the whole month on the closed account. ANOTHER 2 HOURS on the phone again and all they can say is they understand and would we like to pay now? Pay more and go with AT@T, at least they have better coverage.

For 2 years I have been fighting with T-Mobile on not receiving calls. My phone does not ring, there is no record of the person calling me. Sometimes I will get a text from somebody saying they are trying to call me. The # is a business #. I have no idea how many potential clients have tried to call me that did not make it through. Sometimes my voice mail engages, sometimes not. There have been days where I have verified, by looking at caller's phones, where I have missed over 50 calls in 1 day. This is not an exaggeration. Those trying to call me have gone in with me to the local T-Mobile store where they have displayed their call log and compared it to my phone. More than 50 calls In. One. Day. verified in front of the T-Mobile techs. Another day had 34 that we verified to the store techs. In every single case, T-Mobile opens a ticket and closes it in a few days. Just up and closes it.

Just had one of the worst customer service nightmares with T-Mobile that I’ve ever had with anyone. We on Tuesday, December 31, 2019, tried to use their computer chat system to sign up for new service. It didn’t work, so we talked on the phone. The representative told us we could get 3 lines for $100 if we prepay, which we did, and said the 3 sim cards would be delivered on Friday. So yesterday, Friday January 3, 2020, the cards arrive but there are only 2. We call and get a recording saying we’ll get a call-back in one hour. That did not sit well with me. We have a problem and their routine is to get back to customers in an hour—what if we weren’t free then?

So my family was going to open 7 lines with T Mobile and leading up to signing with them they were the nicest people in the world willing to help us with every step (it’s very difficult finding plans and phones which work for every family members) then after we signed and gave our credit card number we had our first sight of just how horrible they can be. Some of my family lives in a different zip code (school reasons) and we wanted some of the phone to go to different locations, no dice. They refused every time. We called. There was a two hour hold at minimum. Then our credit card payment was held due to fraud concerns. We called the credit card company and immediately tried to tell them it was ok.

The being of the call, and it say seven minutes wait time. This wait time that I am waiting on this call two hours to speak to a customer service representative. I am so frustrated of this wait time to speak to customer service representative to discuss my T-Mobile bill. This unacceptable for T-Mobile having their customer frustrated on New Year Day.

I went to the T-Mobile store to purchase a phone and service for my business. I told the clerk that my business has a connectivity problem with other carriers. The clerk said, "Take this phone to your office location and try it, if it doesn't work bring it back." I did exactly that and returned it the same day never used other than calling their office to tell them it doesn't work. Brought the phone back in original packaging. 3 months later I have collection agencies calling me about some imaginary bill. Buyer beware.

Time and again I have had difficulties trying to get something done through T-Mobile customer care reps over phone. Simple tasks like adding a line to the account or transferring to another line is so hard. I had to call 3 times where all of them said it’s done but it wasn't. Each time, they transferred the call to different departments and I had to to give the same info again. When I tried to transfer my line to another account, it took more than 2 weeks after multiple attempts to finish the process causing me to pay for an extra month.

I'm so pissed off at this company, I've had nothing but problems with my bill every month since I bought my new phone. The bill is never right, always overcharged, wrong charges, and totally inconsistent. Customer service can't get things changed permanently which has caused me nothing but headaches. I've called probably 8 times this year to get the bill fixed due to overcharges and the next month it's wrong again. They have crooks working for them in the stores. Bad experiences with 3 different stores where they all couldn't fix my issues and I ended up going back to corporate. Worst service and looking for new carrier. Worth paying more not to deal with all the nightmares of undelivered promises.

On Veterans Day 2019 I went to the TMobile Wireless Advocate in the MCX and asked if any deals that do not require adding a line. I was told that if I buy an Apple phone from Apple and return with it by 14 Nov to get the SIM card activated by them then I would get a $100 rebate. I therefore expedite ordered a new IPhone XR and brought it in on 14 November. I was told then that on 12 Nov they changed the deal so that now a line must be added. MCX Customer Service Kayla told me she would tell the manager Chantelle that day and something would be done about it. I called back and was told I have to wait for it to be discussed with contracting. I waited a week and called again and Chantelle said all she can do is offer an accessory for my trouble.

I've had a prepaid account for years, which I liked well enough because I knew I wouldn't get any random roaming charges, and because I could change my plan online (although it was always a pretty wonky system). Still, I used to be able to switch from regular plans to international plans using my online account, which I have to do for work quite often. I don't use it unless I need it, so I often activate the international plan while I am already abroad.

I have been a loyal customer of T-Mobile for 9 plus years, with 4 lines and 2 tablet account so in the beginning of December I thought it would be a no brainer for me to change my plan to unlimited, get a free phone or 2 and be on my merry way. Little did I know that after waiting 25 minutes for one of "My Advisors" to answer the phone that to qualify for any of the free plans, 55 plus or any special deals I would have to add another line or disconnect my service and sign back up again meaning I would lose the 3 phone numbers my wife and daughters have had for 9 plus years. After learning this I shopped around and settled on Verizon (great deal, knowledgeable staff and same monthly cost for unlimited).

I signed up for cell service. In my dismay I discovered poor coverage at both my home and place of work. I live in a city of a million people. I work in another city 25 miles away. These are two locations I would expect all carriers to have cell signal. Phone calls would not connect to me. I had 0-2 bars of service and nonfunctional voicemail.

I changed cell carriers from TMobile to another company, when I was sent my last bill from tmobile it showed it was set-up on auto-pay as were all of my tmobile bills beforehand. Well, what do you know? They sent me to collections over less than $200 dollars and now that I don't have a tmobile account I can't get ahold of anyone for help!!!! No call back request feature working and I've been on hold for over 2 hours trying to get ahold of someone. This is insane. My credit score is suffering because of these people. There is literally no option for me to get ahold of support. I hate this company. No one notified me at all if the auto-payment failed, I wasn't checking, why should I? They sent me my last bill and said it was on auto-pay... and the next thing I know I get a letter from collections. What an awful company.

Back in August 2019 I was offered by a T-Mobile rep a third line for $20 a month with two new iPhone XR, "buy one for $750 and get one for free". T-Mobile started billing me full price for both phones and $30 for the third line instead of $20. After several calls and promises that they'll to call back once they activate the so called "escalation", they never called and I concluded that they will never give me the free cost of the promotion. I'm even being told that that promotion never existed at the first place. The most disappointing fact is they keep promising to call back (after I spent many hours trying to get the problem resolved) but they never ever called back. When I called T-Mobile again all they tried to do is to offer more expensive plan instead of honoring what I was told on the phone. No more T-Mobile for me and my family (total 5 lines).

Switched from T-Mobile who has sent us no statements, closed access to account, yet continued to bill us. Even asked for an equipment return. Yet they won't return the $400. Overseas support. Good luck.

We recently switched to the T Mobile 55 essential. 1st I was told it would be $55 a month with auto pay. Not so, they neglect to tell you that does not include taxes and fees. I get the 1st bill and it is $73.00. I called to find out how a $55.00 bill got to $73.00. Well, they explain that with the taxes and fees it is $63.00. I said "ok, but how did I get to $73.00?" The customer service rep tells me I am paying $10 for increased Data boost (or something like that). I tell her take that off, I don't need that. "Well, if you have the 55 essential and do not add the extra $10 for the data boost, you essentially have no data at all." They give you such a low LTE that you cannot access anything. I am so disgusted at this point. I had Verizon before this and I left because of their shady tactics and again I get scammed with another cell service with shady tactics.

After being contacted by the office of the President of T-Mobile, I am satisfied with the overall outcome of my situation. However, I still caution others to be aware of the issues stated in my original review.

SO I HAD EXCELLENT SERVICE FROM T MOBILE WHILE A CUSTOMER AND WOULD RECOMMEND THEM NORMALLY. HOWEVER, I finally switched to ATT because believe it or not they were less expensive than T-mobile. The ATT rep came to my house and ported all my phones and then I added a line to cover my iPad that I had on the Tmobile plan as well. My complaint is simple. The second my Tmobile number was ported I lost the APP that I did everything with, with Tmobile. I expected to get another bill from Tmobile for my wife's phone (pay off device). I left the auto pay set up with no worries. I received a bill, and threw it away expecting it was the device payoff. 2nd month comes by I received another bill, didn't think nothing of it and tossed it out (difference in any charges), again I'm set up on auto pay. Knew it was being taken care of.

I was not happy with T Mobile services (particularly the internet) and I thought maybe I must shift to another service provider, so, I called T Mobile and I informed them I will shift to another service provider, and I need to know what is my final bill. T mobile rep confirmed the final bill and she wish me a good luck without asking me why I am shifting. I went through and shifted my 4 lines to another service provider and I am so happy with all services I am getting now.

I have been a customer for over 12 years. That remains useless if you're looking to upgrade your phones. All promotions are for new customers. But they reassured me that if I add another line that I absolutely do not need since I already have 4, then I can get some kind of deal. Being a loyal customer just isn't worth it. You're better off canceling your account with them and restarting with a different customer or even them again to get the best deals. They also love to hide fees from you. Today I asked about an Iphone-11 Pro. I asked what would be my cost out of pocket today. Their response was $279.00. No problem, I was ready ready to pay to their statement of "do you authorize T-Mobile to charge your account $345.00?" Yes, they throw extra taxes on top at the last moment.

T-Mobile Lies, Lies & More Lies!! No Holds Barred their Service & Customer Service is Horrible!! They can’t get our final bill correct!! We left them never to return! They are the worst company I’ve ever seen!!

I have been a customer with Tmobile for 6 years and this past September I decided to cancel the account and switch to Google Fi. I have contacted their customer service 2 times and they said they had to cancel the account but I keep on getting a letter saying that my service is being suspended due to outstanding balance. The first time I called, I even got a confirmation text saying that it is canceled. Then I received a suspended message. I then called again, and the rep told me that he will cancel it and bring this situation up to his supervisor. Nothing happened afterward, and I got another suspended mail with an even higher balance.

I left T-Mobile approximately 4 months ago. All my fully paid phones are locked and I can't use them anywhere. I have been in touch with T-Mobile for the last 3 days (multiple phone calls). Today, I have been on hold with T-Mobile for 2 hours. When my account was closed (my choice), all bills were paid in full (no outstanding balance). I returned their complementary signal booster equipment and T-Mobile confirmed receipt of this equipment.

Without a doubt, I have been taken to the cleaners to have tried T-Mobile! Worst service that I have ever experienced! Can't use in my house (large city) without going outside and walking to or three houses. Store wants to sell me more expensive phones, as they say that will do the trick. Please reconsider T-Mobile, so bad!

I am very aggravated with T-Mobile, I purchased a iPhone watch last year to my son, did not realized I was been charged twice for one watch, there was a glitch in the system where, when you paired your phone incorrectly it will charge you two lines even though you purchased only one line. T-mobile you will missed me and my family and friends trust me!!!! You are letting me go for just 100 dollars you overcharged me. So sad!

Pending resolution, company has reached out.

For over a year the hotspot has dropped and I use little internet. Have continued to call and be assured "we will escalate it" which never happens - NEVER HAVE GOT A CALL BACK - as assured. Had a Sprint AirCard - that never let me down in 10 years of use - Sprint just said they wouldn't support it and slowed the service down as I didn't want to give it up.

My husband and I went into an Orlando T-Mobile store on Saturday 11/09/19 and ported our 2 lines. We were charged $60+ for activation fees. We left the store on the promise that the porting process would be completed within 24 hours. We received message that porting was completed but were unable to make or receive calls. I spent hours on the phone and online chats with agents trying to correct this issue to no avail. The agent that activated our service was off on Monday so I waited until Tuesday 11/12/19 to revisit the store for assistance. After changing the SIM cards, I was able to make and receive calls from inside the store but once home, (3 miles away) no service. I immediately ported our numbers back to our previous carrier without issue.

If Ragnar the Norse God was born in the 21st century, his name would be Justin ** and he would work at the T-Mobile store in the City Creek mall located in downtown Salt Lake City. I came in several times during one evening after being yo-yo ed by the Apple Store. I had self tanner all over my face and I was bawling my eyes out. It was not a pretty sight, But Justin remained calm and was extremely helpful the entire time. He was able to calm me down and talk me through what he was doing which was 800% more than what the apple store even tried to do. In the end he was able to come up with a solution that was better than I could have hoped for. He was a great employee and I appreciate the time he took with me!

We have always had great customer service and support from T-mobile. Our complaint is about the phones they sell. We always protected our phones with covers and take care with them. If you pay $600 plus for a phone, they should last a minimum of 4-5 years. Our phone purchases in the last 6 years have never lasted over 2 years. They fall apart, warp, quit working as reasonably expected. Our old flip-phones from years ago were completely operable and intact after 5 years when we upgraded to a smartphone. It has been downhill ever since. In addition, the insurance is practically worthless, which we only purchased once, as we requested a replacement smartphone when it cratered under warranty and they wanted to replace with $100 phone. I don’t know if this is a systemic problem throughout the carrier industry, but we the consumers are paying the outrageous price for a product that doesn’t last as long as a coffee maker.

In-store I was told about a buy 1 get 1 free deal that T-Mobile had on the Samsung Galaxy e10; as I was looking for a new phone. I figured why not, and went through the process of buying the phones, the sales rep knew the deal was the only reason I got 2 phones and knew that we were not adding lines or changing anything about our contract, and said nothing about us not being eligible. After the first 2 bills, I noticed a discrepancy, that we were being charged for both phones in full. When I called t-mobile I was told that I didn't qualify for that deal as you had to add 2 new lines. So I questioned why the sales rep offered when he knew we weren't adding lines, and why he never said anything through the entire process of buying the new phones. The answer was of course "bait and switch", cause now they can charge full price for both, and I'm stuck with it.

I report the FCC then TMobile retaliate. Bill is excessive. Huge fees. Fail to work with senior. Refuses to give a senior new payment agreement. They suck. They lie. Make false promises. Once you step on their toes. Discriminate. Bias against seniors. Shame in you.

I'm a business owner and I have entrusted T-Mobile with 8 phones and 4 devices. I placed Call Forwarding on a mobile phone on April 24 or 25, 2018 that was used by a sales person that left the company. That Call Forwarding was not on that phone as of December 6, 2019....one and half year of MISSED SALES & CLIENT PHONE CALLS! The other thing is their deceptive business practice of LURING YOU WITH FREE EQUIPMENT. The sales person will explain the items are charged to your account but a credit will also be applied to offset the charge thus, making them free. What they do not tell you is that the credit is spread out over (commonly) 24 months. If you end the contract with T-Mobile before that time, the balance will have to be paid. I understand the purpose behind it as to avoid people just getting the free stuff then cancelling in a month. But don't mislead people....it's not being transparent or honest!

T-Mobile representatives are the best in the communication industry! A manager on Transit rd in Lockport gave great customer service. Jerrian on Unionville Independence rd. in Indian, Trail N.C. also delivered great service.

Purchased expensive phone from team mobile. Wifi at their store was poor so they used adjoining subway sandwich’s wifi to setup new phone. Had to leave new phone at store overnight to complete download. Customer service rude and unhelpful. Discovered services were added I did not request. Watch out with this company. Owned by Deutsche Telekom, which explains their cheapness. After 5 years with these clowns I’m switching.

I have had T-Mobile for several year, three lines. In three different locations where I live I could not get signal. In one location a fatality accident occurred right in front of my house, I had to run 100 yards down the road just to call 911. I looked on the signal map and it showed I had great coverage. My data signal was as slow as 80's dialup speed. I moved to another location less than 2 miles from the City Center of a population center of over 100,000 people. Even with the signal booster T-Mobile mailed me I could not get signal, again to make a call I had to walk or drive down the road until the bars came up to one or two.

My wife and I had completed our 2 year contract with T-Mobile and decided to switch to the newly established Spectrum Mobile service. When we called customer service to inform them of our intent to change, they were very solicitous and asked if there was anything they could do to encourage us to stay. We laid out the Spectrum plan, pointing out we would save over 50% compared to our T-Mobile account, and even with paying installments on 2 new iPhone11s we are still saving over 35% each and every month. At that point the agent became downright surly and completely lost her pleasant voice and demeanor.

I moved to an area where T-Mobile coverage is bad in northern Wisconsin. I had been a customer for years but attempted to get a refund and close my account with them. I was hung up on, given every excuse possible.. and was finally told they don't process partial refunds and that I could use up the $43 when I got back into an area they supported. Mind you, it took over 2 hours and 3 phone calls to get that answer. I would never, ever do business with this company again. The prepaid card support service, even when transferred to a manager, was absolutely horrible. They have profited off me and I hope they choke on the money not refunded.

T-Mobile is the worst mobile carrier I have ever had the displeasure of dealing with. In July of 2018, my grandmother purchased a brand new phone for me as a birthday gift with her credit card (Fully paid off). For a year, the bill was always consistent and I never had anything to complain about. Fast forward to September of 2019, and I transfer the account out of my grandmother's name to mine, so that I can start receiving the credit for paying this bill off in full every month on time.

T-Mobile is the worst provider I ever had. I lost calls three to four times a day. I lost apps like maps and when I canceled they sent me a bill for $259.00. That I have to buy out the lease on the phone. This is hard to believe. All this company want money. I would never deal with this company again. I’m taking that junk phone back to the store and tell anyone in that store that is customer buyer be warned. I had Boost and Cricket and they are a lot better than crappie t mobile. The customer service is bad and the service is just as bad. If I could rate them zero stars I would. Never again deal with t mobile. Needs to go out of business.

My son's phone quit working properly yesterday, showing some kind of fastboot screen. After going to the store, which took forever and on with tech support, it's been deemed defective and unable to be repaired. We are literally 3 days past our 1 year mark, so even though the phone is defective, they are unwilling to replace it. We are now considering going with someone else.

I purchased a Samsung phone from T-Mobile customer service and wasn't pleased with what I had received so I called and asked for a return and placed a new order for a different phone No problem, and I was never credited for the previous phone. I spent next few months on the phone arguing with the Philippines and US representatives. It was like pulling teeth trying get my account to balance out that eventually I was called into the boss office and was terminated because I was spending too much time on the phone arguing with T-Mobile. My first complaint to BBB 11/21/19.

I called today in regards to lowering my monthly charges and in fact was informed that I have been paying on two phones that I traded in or otherwise for 2 or more years. I have been in stores and spoke to many a customer service rep within and over a year and have been told in person and over the phone that I only had two iPhone ax’s! After the shock and realization I have to better and actually look and the bill and just not pay what is says is owed! I asked about being a refund of what’s owed and was told they can’t go back more than 4 months and it’s my job to look at the bill. This is a ridiculous statement to me because if I decide today not to past my bill for over a year I’m pretty sure I can’t use this same rebuttal! The cramming used by this company is just ridiculous!!!

It was the most awful service I have ever had. They have no business calling themselves a communication company. BDM, maybe. You really have to lack self respect to deal with these people for very long. Reception was bad in Pittsburgh, PA. Dropped calls. Strange noises. No audio. I dealt with it, knowing I would soon be moving. The entire state of WV is a dead spot. I found that out when I had problems with the moving truck. It's even worse in Greensboro, NC. Cloudy days I get no signal. They would constantly forget to notify me that a payment was due, and instead just shut the phone off. The primary use of the phone was for mapping software and home base communications, as I was a USPS employee prior to relocating.

I was in the habit of stuffing large sums of money into my pre-paid account. Then I noticed more money missing than expected, so looked for a statement in my login portal. Was shocked to find that there are no statements available to me or the T-Mobile staff for pre-paid. The contact center for pre-paid could only guess as to why my credits were lower and billing deduction date had changed. Incredible.

Called T-Mobile because I heard such wonderful things, but now I can see it was all smoke and mirrors. I set up what I thought was a great plan and was told the phones would be in mail that week. After 5 days I called to ask when our phones would be shipped, I was told that my new account was canceled. When I asked why it was cancelled, they said that it was a glitch in their system. They said to go to a T-Mobile store with a reference number of which they gave me in order to reorder. 2 hours later I was in the store, and after an hour of trying to figure out my account number since the store and the online do not have the same computer, I found out that my account was not canceled. I was told that I was going to get the phones on Monday Nov 18.

Went to Costco to get Samsung Galaxy Note 10+ phones. T-Mobile at the store and on website offers buy one get one free. At Costco members get an additional amount off each phone. When it came to financing it T-Mobile declined to give the full amount. Cited credit class. No other reason. Seems they didn't want to honor deal. My credit is fine. Insulted after 3 hour + waiting. Not Costco people but T-Mobile.

I canceled my T-Mobile account and went to another company. I ported my number AND spoke to a T-Mobile representative that I was switching so they were well aware they were no longer my provider. They have continued to bill me. I disputed this and was told I would be receiving a refund, because I no longer had my old account information, I was told to go into a T-mobile store and verify my account. I went into the T-Mobile store in Westfield Mall in Bay Shore NY. They were inattentive and unhelpful to say the least. They lied and said my account was verified and there was nothing more they can do, and to go to the corporate office or the check will be sent to my house.

I have been a customer with T-Mobile for over 5 yrs, with very little issues, until recently. I decided to request a unlock for one of my phone lines, due to extremely high phone bills. I did not. T-Mobile had a lock on my phone until I decided to check our other phone carriers. I find another company that was cheaper than T-Mobile, however, T-Mobile refused to unlock my phone. I do not have a contract with T-Mobile, and I own my phone. According to the Consumer Cell Phone Act, It is illegal for T-Mobile to refuse to unlock customer cell phone, if they are not under a contract, and their phone are paid off. I will be taking legal action against T-Mobile.

They are not totally truthful about how they handle the way your account is credited when you upgrade or purchase a phone on special. They say the phone is 99 dollars but then spread the payments over 24 months and then give you a monthly credit. It took me an hour to figure out their statement. They should be forced to fix this. To me it is a truth in lending issue and should be reviewed by the government.

Left TMobile over the weekend for another carrier. We were not allowed to switch from a business account to a regular account - #HeldHostage Today tried to have another of my employees phone switched to a new carrier and they won’t unlock the phone!! They say it takes 24-72 hours before they can release his phone. The balance of the phone was paid off today and yet we still can’t have access to his phone. #HeldHostage Customer service says this is the way they always do it. HORRIBLE HORRIBLE EXPERIENCE! It was supposed to be a 10 min process and now up to 72 hours!!! NEVER NEVER NEVER will I encourage anyone moving to T-Mobile. I don't like to leave bad reviews but this one has to be out there.

Purchased iPhone 11 pro max at TMobile on 19450 Lake Houston Parkway Humble Tx. The saleswomen said to pick out 5 accessories because they were included. Well it turned out that when I later checked my account the 5 items worth $179 were listed to be paid in installments. Went to store to return them and they said I must have misunderstood. Another customer that was there mentioned that the same thing happened to her at another location. Beware of this scam.

Only selected 1 star because you can’t select 0... After months of trying to get my caller ID, I finally give up. I am wasted over 10 hours on the telephone, texts & emails with customer service trying to get a very simple item corrected. I was finally told that their caller ID system is run from a third-party company. If I find hard to believe. I have even spoken to the CEO of the company‘s assistant. Also promised me this issue will be taken care of. All I get is one my afternoon telling me they’re going to correct it. Then you can’t tell me it is corrected and yet again it is still not taken care of. This company is a disgrace as far as their customer service. Even the assistant to CEO John Legere doesn’t follow up on his word... this just cost me $15,000 in a commission check.

I moved my phone service to T-Mobile for the rates they charge for seniors. Have had very few issues with them until recently. When visiting friends a few miles away, a trip to Houston, Texas and working for 13 hours in a small town 13 miles away both my wife and I were unable to make or receive calls during the visits or part of the road trip. After the 13 hour in Holland, Texas I contacted T-Mobile about the lack of coverage even though their coverage map on their web page showed solid coverage in every we had been.

It feels like a real scam. I am ok with paying 25 c if I call using GSM, but not when I am using calls over the internet. How can this be justified?

T-Mobile has always bent over backwards in their customer service. They really are great to deal with if you have a problem. There is one thing you should look out for, though. Over the course of three years they have put additional services I didn't want on my account. This has happened three times...too many to be an accident. When you call them about it, they remove the service and apologize profusely. Great company, but they will try and pull a fast one on you occasionally so review your bill each month!

Second their services bad that in some areas it was impossible to even make a call and I live in Washington DC. It took me to stop by their store to have them configured my internet connection on my Note 8. And finally when I finally decided to move on with another telephone company, they tried all tricks to keep me. I always paid my bills ahead of time at the beginning of the month for my plan, and when I canceled my plan (before the beginning of my monthly payment and cycle), they still charged my credit card 1 extra month.

I had no issues with T-Mobile until the end when we were trying to cancel our account because we were planning on moving. First of all, I had to pay over $100 just to cancel (this was not including paying off my phone or Apple Watch, I had already done that). Second, after we were cancelled for about a month we got an auto withdrawal for the same monthly amount as usual. When we called they said that since we canceled on the same day as the new cycle began, we had to pay for the whole last month instead of just the day use. If that’s a policy then fine but at least tell me that when I cancel! The amount was also including payments for items that I previously paid off to cancel! I told them it was a mistake but they said there was nothing they could do after talking to 2 different managers. Why am I still paying for devices I already paid off?!

Five times on the phone to Tech Support and Customer Service about their so-called "upgrade" that has been going on for months with dropped calls, can't get voicemail unless you download their buggy application that looks like a monkey programmed it (I think the monkey would do a better job). Go on Google Play and look at the reviews there for the visual mail app for T-Mobile. Pathetic!

They try to charge me for a signal booster, which I received for $25 S&H. Some untrained T-Mobile person put a wrong statement in my file, saying that I moved or cancel service. None of that happened. But my bill is now $375.94 and I having the Customer service people telling me, they can’t hear. Even the supervisor telling me, they don’t know how. I will cancel this service with T-Mobile, because their promises are faig: free is not free,! And their service people can’t help because they are not trained at all and have a bad attitude.

I bought 2 Samsung Note 10 Plus phones. I did the buy one get one free. The first problem started at the store when they couldn't tell me what my bill would be, I would have to wait till the first bill and then the second bill the credit would start coming out. It didn't, then talked with customer service and they told me something completely different. Now after all explaining from store and customer service my bill is now almost 40 dollars a month higher than it was suppose to be. I will never use T-Mobile again once I pay this phone off. It has been one headache after another. The store in Short Pump VA is absolutely horrible. They were replacing my phone and said they would text me when the new phone came in and never ever got a text. I got a email from t mobile letting me phone was sent back to corporate because I never went to store to pick it up. This company overall sucks!!!!!

I cancelled my service with T-Mobile because of buyer's remorse because of the poor quality of service. They was supposed to be no charge instead they charge me. They told me they would refund my credit card and I have not received it. It's been 2 months. I've spoken to 9 different representatives and everyone one told me they would call me back. I have not received 1 return from call. To make matters worse, they put me in a credit collection and I owe them nothing. The only bill that I ever received was a zero balance. They still owe me $85.00. T-Mobile has the worst customer service. All 9 rosenhaus that I've spoken with have lied and never returned my call. They only give you their first name. Their last rep was Al. STAY AWAY FROM THIS COMPANY!!!

4 to 8 DROPPED CALLS PER DAY! If you have a small business stay away from T-Mobile. I had so many dropped calls, I LOST CUSTOMERS over it. Tech support was amazed at how many dropped calls I got per day! They offered tons of excuses. But no solutions. I finally tried Verizon. AMAZING coverage of areas I was never able to call from. Only 1 dropped call in 2 months.

Based on my experience, I can say that T-Mobile sucks. I have been paying $15 a month and I now recently sent out my Unlocked Galaxy S8 phone to the insurance company with T-mobile(before I learned the truth.) I will say I regret paying monthly for a horrible replacement and I wish I just had my original phone screen replaced as I had dropped it. They sent me 3 defective phones after telling me that their phones are certified.... clearly they aren't. The headphone jack wasn't working, the screen was damaged, and the screen was completely put on. I had to finally send the third phone out to Samsung to fix it since T-mobile couldn't and Samsung confirmed that the phone T-mobile sent was defective. Do not use their insurance if you must stay with this phone provider. Go with the manufacturer of the device instead(I was satisfied with the repair at Samsung.) I was on the phone for 30 minutes and they hung up.

T-Mobile is the worse company in the whole world, NO COVERAGE and the worst customer service, I’m sharing my experience with so other people won’t get screwed, I switch to T-Mobile and within 24h I want to cancel, I live in the city and can’t make call from one room to another, all my calls go straight to voicemail, if you want to suffer then go to them, there no remedy for it. No one to talk to, all employees are rude, I’m surprised that they still doing business or some companies like this stil exist in 21 century, I encourage all customers to share their opinions so we can stop them from fooling others, WORST COMPANY, BAD SERVICE, BAD COVERAGE, NO CUSTOMER SERVICE.

T-Mobile as a provider is fair or medium depending on which city you’re in. I’ve been with T-Mobile more than 20 years but I’m considering leaving because they offer better deals to new customers than customers they’ve had for years. We never missed a payment and have increased our use over 20+ years. Yet ask T-Mobile to give me the same deal as new customers who are getting a free iPhone 11 and they say they can’t because they care so much for my long loyalty. They say I should wait until next month when the iPhone 11 will be half price. Does this seem right to you? It tells me leave T-Mobile and come back later. It’s BS.

Only 1 star for great price plans. Otherwise I'd give them 0 for service. Great price plans mean nothing when the power goes out for days and I lose complete service. T-Mobile was the only provider who lost service. I was pissed sitting next to the Cricket customer who was live streaming an NFL game... CRICKET!! Then, I also wasn't able to receive texts or call alerts that my children's school was in lockdown for safety reasons not connected to the power outage! When my elderly parents were struggling with their generator in the middle of the night, they were unable to call me.

Experts here are generally very patient, laid back and yet focused on the job. They communicate very well even in special situations and seek assistance within their networks. It was a very complicated inquiry but they managed to complete it for the time being. I have yet to receive results but I praise them for the great team work. Thanks to John and Len (Rep: **) for their sincere support. Cheers!

T-Mobile advertisement and verbal offers are NOT as presented, e.g., trade in your iPhone 6S or higher and get a new iPhone 11. What that actually means:

I got a bill from TMobile about 6 months ago, I called them and they could not tell me what it was about as I didn't have an account. I've been with AT&T for twenty years. I called my bank and they disputed the charge and it was reversed. Then I got several bills from TMobile with absolutely no information on it, and no one could tell me what it was about because I didn't know the code to the account, because I don't have one. Just now I got a bill from a bill collector Convergent. I called Convergent (no answer) and TMobile, they took down my information for the tenth time. Kafka nightmare.

If I could give T-Mobile less than one star, I would. Terrible customer service. Terrible technical support. I’ve had the same issue with my “unlimited-limited” hot spot for several months. One Customer service rep laughed, manager disconnected. Would NOT recommend anyone consider T-Mobile. The worst service!

I can't use my phone in different areas. Like if I go to MT Olive my phone is dead or my Doctor office, some grocery stores. For a prepaid phone my bill is expensive, I deserve to have good service.... Terrible service and add fuel to the fire my bill is due 10-23-2019 today and my phone service is suspended on the day that my payment is due. I woke up this morning and my phone is cut off. Why is my phone cut off if my payment is due today. The clock didn't strike 12:00 a.m. 10-24-2019 yet and my phone is cut off???? This is the second time this happened and I will be looking for better service???? Terrible service..

I spent 2 hrs in store and was told phones were free pay for 2 lines 3rd free. I also got Hot spot. It didn't work. Returned it next day. It was never removed from acct. Spent hours and days first month with customer service trying to get billing correct. 2nd month same thing again. 3rd month another repeat. By 4th month I was tired, called to complain, spoke with another supervisor, requested address to return phones after I get new company. 1st ok will email 5 minutes later. They can't do that until I find new carrier. Stores lie and very uniformed on how their own systems work. They are charging me for so called phones. Please avoid their scams. Also elderly lady came in and had issues regarding them still charging her after she cancelled. She the auto pay which I opted out after hearing problem and they treated her rudely.

I move T mobile to Verizon wireless. T mobile lock my iPhone device. I pay off 6 months ago. I cancel my service and ask unlock my iPhone x but T Mobile told me 72 hours to get verification code and another 48 hours to get to unlock my iPhone x. This is something wrong because I pay off my phone 6 months ago. And I need my phone now. That phone belongs to me. T Mobile make overpower make consumer get headache. They lock my phone 5 days without reason. And keep telling me company policy. Please let all the T Mobile user move out to different carriers. T mobile never care consumer.

We started our ordeal with T-Mobile about a week ago - as a chat to inquire about switching and what would be involved. The chat rep ended up calling me direct and selling me on the Verizon switch plan. The phone I wanted to buy was not going to be available for about 10 days, but I was assured that our account would not be activated until we received our equipment. I was also assured that they would make sure that we had our promotional gift card to pay off our last bill with Verizon (THIS IS NOT TRUE _ THE GIFT CARDS WILL NOT COME TO YOU UNTIL 8 WEEKS AFTER YOU SWITCH - If you owe any money on your current phones you will have to eat that cost and carry it for 2 months!!!!) Believe me - if this had been explained to me properly in the initial sales call - had I been given info to read and digest I would never had proceeded with this company. But as you can probably tell this information was not provided to me.

T MOBILE SUCKS, ITS NETWORK SUCKS, ITS DEALS SUCKS, CUSTOMER SERVICE SUCKS, IN-STORE SERVICE SUCKS. BEING WITH THEM FOR MORE THAN 15 years and long customer, they treated my like **. REASONS -

This is in my opinion the worst cell phone company. Their customer service is horrible and my coverage in Florida was terrible. I would never use this company again. I would pay double to a company that can provide service as promised and have employees that would listen and care when they cannot.

I was having trouble with Verizon and constant increases and was conned into a Hem account which proved to be useless to us. I have the copy of the ad about a "phone on us when you switch". We had a nice salesperson who was helpful, but getting switched over and going through all the hoops was just ridiculous. One hand does not know what the other is doing.

I was on the T-Mobile website and it said you could trade your iPhone and they would give you some money towards your new iPhone, I called T-Mobile after speaking with the representative. She said "I see the offer and you do qualify" but when she started with the process she said that the offer was no longer available and I said but it’s still on the website and she said it must be a website error. So then I asked to speak with a supervisor after being on hold so many times and transferred to different representatives. I finally got to speak with a manager and he said to me that it was false advertising, I’ve been a loyal T-Mobile customer for 20 years so I said "Well that’s not my fault" and "I would like to get the promotion that is on the website" so he said "I totally understand. Let me see what I can do".

I tried to get refund from T-Mobile after switching carriers. A month ago, I was told it will be mailed to me. Didn’t arrive. Called few times, no help. Few days ago I called again. I was told to go to a retail T mobile store. I went there today. In the store I was told they can’t help me, since all my payment were done online. Today during past four hours I was on the phone with the experts of the T mobile. Expert # 1 Chris couldn’t find my account (account was active for past 15 years). Expert # 2 Jelo?? could not help me, called supervisor named Billy. Billy tried to transfer me to phone number 877-778-2106, but didn’t know how to do it.

I took a chance knowing the service may not work at my house, but with assurances that I can return the equipment (and pay a restocking fee), I was willing to give it a try. It didn’t work. Returned everything the next day, no problem. A month later, they billed my card for a full month of service. After a week going between the store and calling the toll free number (each said to contact the other), finally someone at T-Mobile was able to clear it up by getting a regional manager involved, while standing in the store, calling the toll free number. We received a full credit and were satisfied with the end result. Yet another month later, I receive a bill for a past due amount that not even support knows where it came from. Cycle starts all over, going to the store and calling the toll free number... hopefully it’s less painful this time. The “trial” has cost way more in time than any restocking fee. Beware!

Taken care of by corporate. They were awesome.

I recently moved from Verizon to T-mobile. The customer service is a joke. Wait times are ridiculously long, CSR’s who finally answer are not qualified. Very frustrating based on the hype - seriously, your customer service is worse than Charter. And that’s a pretty low bar.

I Am not a T-Mobile customer, but am thinking to transfer to Tmobile because of its international plan. I tried to use the online CHAT service several times to get info. Here is my experience: 1) The waiting time for CHAT is long. 2) The CHAT agents' service is poor. 3) Example of my yesterday's experience: the agent is not professional and is extremely slow. In average, I had to wait for 5-6 minutes for her answer. She did not answer my specific questions, instead, she just typed short general info from the web. After a couple of questions, she sent me links for me to fill in my personal info to join TMobile. I told her that I wanted to understand the plan and the service first. Then she disappeared without answering any questions anymore, without saying "anything else I can help", as all other CHAT services would do. The CHAT experience makes me fear to transfer to Tmobile.

Everyone I have ever spoken to at T-Mobile has been nice. Customer service and tech support is stellar. But even though I live in a 4GLTE area proudly advertised by T-Mobile as having "good" coverage on their map, I get terrible slow unreliable service. I live in a city, not a rural area. My service is unusable inside my home. My home is concrete block construction, which is not unusual in many parts of the country. I have trees in my yard, which are normal, or so we would hope.

To put simply this is a terrible business. You get a phone, put it inside a phone case, have it break less than 30 days later and they refuse to trade it back because they have such crappy guarantees. They last only 14 days. Like really? You think I am going to figure everything out on my new phone and see if there are any problems by then to report a problem. The second experience was with ANOTHER PHONE that lasted no longer than a year replacing it over 5 TIMES!!! Each time having to pay them 5 dollars to replace THEIR FAULTY PHONE! From problems with the GPS not working, screen burning, to physical warping of the phone due to heat they expect me to pay for the new refurbished one. If you are wondering it was the LG G5.

Paid my T-Mobile bill on time and in full but still getting advisories from T-Mobile threatening disconnection. My bank has confirmed payment was received and the check deposited. Very poor customer service.

In summary, here are the issues we encountered with T-mobile:

Requested 2 phone lines to be unlocked. They did not unlock phone paid a year ago (primary); only phone paid 3 month ago prior request, extending service 3 days after billing cycle ending waiting for the unlocking because of their error. Instead 3 day bill charge ($8), they charged entire month ($80) T-Mobile refused to correct billing error. I will not pay 30 day service when my account should had been charged only 3 days. Both phones were paid. It was their error. Total abuse.

The worst customer support and including the staff at the President office. I called Customer support because I get out of network signal two to three times a day and they keep me all different type excuses. They have two staff membes at customer service Peggy and Monica that at the beginning they promises to fix all the problems with the phone and the phone bill.

Not off to a good start T-Mobile!I Was quoted $130 for 4 lines w/ the magenta + plan by their online chat support 10/1/2019. I signed up yesterday and I am now Paying $155 for 4 lines & only 1 has magenta plus service added. Customer service not willing to honor quote, which I have screen shot. They are only offering me a lesser plan to get to the price I was quoted or the options to go back to my old phone carrier.

Switched over from Verizon to T-Mobile a couple of years ago during the “get out of the red” promotion. That is where they pay off your phones. That didn’t happen. In fact they could not help me with it and didn’t seem to care once they had me signed up. The good thing is I am saving $750.00 per month. The bad thing is the low or no signal.

I was really pleased with the customer service I received at the San Luis Obispo location when visiting from Canada. I had a bad experience with a sim bundle I bought from Best Buy that I was told would work on my iPhone 6 but didn’t and then I couldn’t get a refund after wasting an hour of my time. The next day I walked into T-Mobile and in a couple of minutes I had a working phone with unlimited everything for next to nothing for the week I was in the US. Such helpful and friendly service, T-Mobile is my go to for my next trip south of the border.

I am very disappointed with T-Mobile I… I am very disappointed with Metro T-Mobile at 110 Steamboat Bend in Hannibal. I have a very weak signal. I get disconnected a lot. My internet is extremely slow and my SIM card is barely recognize most of time and I have to constantly restart my phone. I went to the store at 110 Steamboat bend in Hannibal Missouri to see if they could help me and they could not help me in the store but they said that they could replace my phone and would call me when it gets in. When ever that will be. The Lady I spoke with seemed to be very grumpy or in a bad mood. I feel the store in Hannibal could care more about its customers and have replacements for defective phones. I'm starting to regret leaving US Cellular. I feel so sad about getting a defective phone???