T-Mobile Reviews

I have been a T-Mobile customer for more than a decade with three lines, and I have always been very happy with their service and network. Recently, my plan was no longer compatible with 5G, so I needed to upgrade. The representative who assisted me was very efficient and helped me find an affordable and convenient monthly plan that worked well for me. Later, I experienced a small issue regarding a promotion. I called customer service several times, and Matthew was very helpful, although the issue still wasn’t resolved.

I have nothing but great things to say about employee Jay ID #**. I have been trying to resolve this issue for a month, but he went above and beyond to help me. He had patience and understood my frustration. He was kind and attentive and asked all the right questions. I'm still on the phone on hold as I write this because he is going that extra mile to solve my issue and he is getting it done. It's been a while since I have had excellent 5 ⭐ customer service assistance like this. He deserves a promotion. If all the customer service agents were like him, we really would live in a better world. Hands down the best. Thank you Jay!!!! I pray you are blessed with all the good in this world in abundance. Thank you!!!

To Management: I can't say enough good things about Jeff ** at the T-Mobile store in Middletown Commons. Today, after my phone was either lost or stolen, I was stressed and expecting the process to be a nightmare. Jeff immediately put me at ease. He was incredibly professional, friendly, patient, and knowledgeable throughout the entire experience. He helped me set up a new phone and transferred my existing phone number, which meant I didn't have to worry about changing my number or updating all of my accounts and contacts. He took care of everything and made what could have been a very frustrating day completely manageable.

I and my family have been with Sprint (bought by T-Mobile) since 1998. I am a 60 something year old who has somewhat difficulty with today's technology. I needed a new cell phone but have waited almost too long to pursue this purchase. Two days ago, I walked into the T-Mobile office located on Gallatin Pike in Gallatin, TN. There were 2 very nice employees there, but CiCi stood out. I explained to CiCi my lack of being a tech savvy person. CiCi stepped up and talked to me (not over my head) and explained to me the information I needed to hear in a very sweet professional manner. She truly earned 10 stars for her caring nature.

I called T-Mobile to inquire about my 80-year-old father's bill. At first, I talked to Jennifer. She was very helpful and patient in trying to understand the problem and chip away at finding a solution. Unfortunately, my phone died. I then called back and talked with Jasmine. She was fantastic. She stayed on the phone with my dad and I for 75 minutes. She researched the problem, asked questions, and started solving the issue. She was never in a hurry to complete the phone call. She made sure to take her time and complete all the steps in the correct order. She double checked her work to be sure everything was done properly. She even reviewed everything with my dad and I to be sure she did not miss anything. She did a great job!!

Tmobile service is trash. Dropping calls as I drive throughout Michigan. Tmobile customer service is garbage as I'm supposed to get a $30 per line discount on 4 lines and they don't give it to me on the two lines where they had to ship me the phones and I was working and couldn't sign for them. I called the parcel company, signed so they could deliver them while I'm at work. This worked however Tmobile said they gave me a new contract on those two lines because of this. I have to call them every month to fight the $60. Too high of bill. They fix it temporary and lie to me telling me it's permanent and the next month I get billed too high again. Tmobile is a garbage company and needs a class action lawsuit because I'm sure they do it to wear you down so you just pay the higher amount.

Since T-Mobile cut their customer service is still horrible. I don't know why did this to save money. It is absolutely horrible. I waited. When I called over 2 hours. Online when I wanted live agent then use the AI chat or speak to someone there is even worse and you get excuse after excuse. I may switch even if prices are more. I don't pay for a service that does give the option to talk when you call the 611 or 800 number and they have you on hold for two freaking hours.

I’m writing this review because I sincerely hope it prevents another family from going through what we experienced at this T-Mobile location. We have been loyal T-Mobile customers for more than 10 years, have never missed a payment, and I am extremely disappointed by the way this situation was handled. We were offered a promotion involving new Galaxy watches for our two children. We were told that by opening two new watch lines, we could get the new watches with one costing $15 per month and the other $7.50 per month. I specifically questioned the salesperson about the cost, and I was assured that we would only be paying the $15 and $7.50. That is NOT what happened.

After 4 trips in person and more phone calls and on-holds than I can count the hours for, T-Mobile, which I do not have, has sent me to California collections. Tried their service for 2 days. Tried to return the equipment. They refused it. Sent me home to close the account. Had to wait through a weekend. Closed the account 2 days before it was to be charged. Returned the equipment a SECOND time. Then they charged me for a month. Couldn't get any satisfaction. Was sent to a "T-Mobile Experience Center" where they couldn't help because the wifi was down. How ironic is that? Told my credit union not to pay, since T-Mobile would not talk to me. Kept making excuses for why I owed them money for a closed account and no equipment. Now they're at it again. This time they sent me to collections. I asked for help in person. Got the same old runaround. Do I have to go to court? Does anybody know?

OMG, T-Mobile owes me a refund that they are not returning. I placed an order with T-Mobile based on a marketing offer that I received from Metro PCS, the offer was for a free phone and home Internet if I switched my service, so I fell for the shenanigans. I didn't want the phone that they offered, so I upgraded the phone. I never took possession of the phone because UPS somehow wouldn't deliver the package while I was home, 3 attempts and no delivery. So the order was returned back to T-Mobile.

If you’re ever in the Olean, New York area and you need a T-Mobile agent that is great and assisting you ask for Noah. He is awesome. Five thumbs up.

I was a loyal customer of T-Mobile for over 15 years until they forced me off my One-Military plan. Since I was going to change plans anyway, I decided to change companies. I had my T-Mobile service for 2 days in July and they charged me for a full month. Called customer service to no avail. I got transferred to a supervisor, no avail. I guess loyalty doesn't account for much these days.

A horrid company, especially if they absorbed you from Sprint. Want you off all of the plans absorbed by them from Sprint so they can stuff you into one of their higher priced plans. Famous for nickel and diming you as well and use the excuse this went up and that went up. Go with anyone but them. They gear themselves to millennials and gen Z, not to educated older adults like me. Won't even rectify their own mistakes which is plain wrong. Can't wait to end this partnership with them. Not my cup of tea.

OMG T mobile can burn in the depths that it came from. I was fine with US cellular and now I have gone through so many transactions with my phone to make it work through the transitions to T Mobile and now I can't call them to fix anything or anybody else. I'm paying $160 for absolutely nothing and no support after doing everything they told me to. They go... you know what. I'm so angry as a consumer and so not happy at all!!!! I shouldn't have to wait in line at an office for hours more than 5 times now to get this sorted out. This is a joke and there is a special place place in the afterlife waiting for your CEO.

We were Us Cellular customers for 20 years. We switched to TMobile and have never had customer service anywhere, from a provider of any type of service, as bad as TMobile. Avoid them like the plague. Condescending CS reps. Hang ups. Promises that they do not come through on. We are at a loss and are now moving to Verizon after giving them 6 weeks to make it right to no avail. Unbelievable.

T-Mobile betrayed 11 years of loyalty and destroyed our survival—and no money can fix what has been stolen. To T-Mobile Executive Leadership, Regulatory Authorities, and the Public: My husband and I grew up in tough conditions and made mistakes in our youth. We took full accountability, owned up to our actions, faced the consequences, and earned a clean path. For 30 years together, through continuous learning and hard work, we built a life. We raised seven children, supported four growing grandchildren, and opened our home to our kids' friends whenever they needed support. We raised our children to value integrity, respect the law, and serve their community—including three of our children who joined the United States Military.

Been with T-Mobile since the onset of cell phones. Grew to a solid competitor. In the past few years all downhill and it doesn't seem like they care. They tell you a devices is free but it's not and you're making installments. Then you have to pay it off before you drop the extra line. In other words they outright lied to me. Paid it off to get rid of the line and I'm STILL paying the same amount. They've stopped to lying and trickery. After 30 years of satisfaction I'm going to switch carriers.

When in the T-Mobile location in my local mall, I went in and asked about upgrading and staying within my same bill. I was out of contract and wanted to see what was available to me. I was quoted what they could do and what phones I could get. My bill is actually 67. Still higher than what I was paying and cannot get help so that I am not paying a higher bill. They expect you to continue paying the higher bill with promises to resolve in 1/2 billing cycles.

Without a doubt, the worst service I've ever had... with the fact that the internet is frequently going out...even to the extent I've been downtown area with no service for hours (nothing big going on downtown, regular amount of people on the network)... Missed a couple of job interviews. Maybe they should be working on putting a ton more towers up instead of trying to get more people on the network to overflow it more, making existing customers get even worse service than they already get!! My contract is almost up; my husband and I will never have T-Mobile again!!! I'm sure I'd have better service with a crappy prepaid phone.

1st for over a year I've been complaining about my Apple 15 Plus phone. It was repaired each time by US reps. Then this happened for over 3 weeks, not getting calls, or texts, games shutting down while I was in the middle of playing. I talked to 14 reps with 3 supervisors and thought on number 14 is was finally fixed with T-Mobile getting me to UPGRADE my phone (T-Mobile benefits not me) and get a trade-in and refund for some of the insurance. My new phone was supposed to be on the way. 2nd, I decided to trace my phone because it was very late and still no phone, and to my surprise, my trade-in value was substantially less. I'm currently on the phone with #16 Supervisor, who is looking into it. Not getting a good feeling about this... I've been with T-Mobile for over 10 years, and they use to have excellent reviews. Now I'm seeing 1 star, and I know why.

I spent 2.5 hours with T-Mobile since they switched my cell phone from US Cellular without notifying me. Got that completed. Got the business internet box set up and was on the phone for over 1.5 hours and they said the towers were updating so no service at 5 pm .... Funny the T-Mobile Home Internet was working fine. Customer Service said it would work better later. I told her I ran an Internet Speed Test and it shows the test can't be completed due to a problem with the network. Left me with ZERO internet for my business. Customer service is horrible and the service connection even worse. ** has been great with our personal cell phones.

I'm so disgusted with the US Cellular switch to TM. The customer service is awful (if you even get someone from the US). I even had to abandon my attempted switch to ** because Tmobile would not give me the information I needed to transfer (eg. transfer PIN codes). They just said, "no". So I'm stuck with these bozos. I've spent 30 hours on the phone (most of it holding) trying to resolve and can get no real results. So frustrating. The online transfer interface sucks, customer service sucks and I just don't know what to do. Hate them as they are less than helpful. They always suggest a QR code for help. Well, I did that and it's just a BS AI Chat interface that is crap. I've reported them to the BBB but am totally stuck. Hate T Mobile.

Service sucks, my 5g data on my samsung flagship devices is pathetic. I have complained for months, they lied saying they were putting in new towers, 6 months later I still show 5g service with no data ability, so which is it, so I have 5g service or not. If my phone says 5g, I expect it to download a simple Google search.

T-Mobile admitted they sold me a service they could not provide. It has been a total nightmare since the revelation. While their customer service is polite they have provided me zero help despite numerous calls and in store visits. I have been overcharged, sold worthless items, and required to handle matters they should be resolving. The details read like au horror story. Just imagine your worst service. I would never advise anyone to deal with this company.

Sprint/T-Mobile Colorado customer for 28 years, got hacked from internal T-M source, lost number and account. Run and hide from this business, unreal experience, very disturbing trying to reach back out on what occurred, totally locked out of any online access now. Unbelievable, hate is a good word now, very sad, even the salesman at the branch was speechless.

Very Bad Service. Very bad service from T-Mobile. The charges are unreasonable, and the customer service does not care about helping customers. Extremely disappointed and feel completely ripped off. Never used international call. But used what’s up which is free.

I have been a LOYAL CUSTOMER FOR OVER 31 YEARS. Since day one I have always had unlimited plans at one point with the Motorola flip phones walkie-talkie I had 10 lines at one time. I have had the top of the lines plans, along with the senior plan for several years. Firstly, they got rid of my Samsung upgrade for every two years The representative tells me not only did that, they are now replacing the 55 plus plans that will cost me more I am living on limited income as many others are and there's no cost retention or loyalty to customers especially myself who has been there after you look it up over 31 years with the same phone number. I am GREATLY DISGUSTED. I have always stayed loyal and could have switched companies every two years so in the long run they screw us all out of our service plans and have no remorse or retention whatsoever they should be ashamed of their self.

Wanted my router in central location but third party installer said he had to put it in closest room to the cable. Is this T-Mobile rule or do they let installers make up the rules?

Terrible service. Waiting hours for help. Rude customer service rep. Service sucks; can't get any help. Service keeps dropping. After canceling service in 10 days, they send me a bill for $690 for their service, very terrible business.

I opened an account for a cell phone and WiFi, but changed my mind before activating the accounts due to my previous carrier offering a better rate. I cancelled within 2 weeks of my order never using/activating the equipment or phone line. When I cancelled the rep never said I owed a balance and everything was good. About 2 months later I received a final notice letter from T-Mobile on a past due balance, but I never received any initial bills from them. I cashed the binder on the letter and confirmed my account was canceled and never used, the rep said the balance would be taken care of. Then a month later I started getting collection calls from a company regarding my balance with T-Mobile. I cashed the number on the letter I had received the month prior and the rep this time told me he was unable to locate my account and I would need to go in to the store to take care of the issue.

The people running this company has FOREVER lost my business. They tell you your rates will never go up, Lies. They have gone up twice in the year. 1st time they came out and would not accept autopay from my bank. They wanted the ability to get the money out themselves or charge me 10.00 more a month. Then came this year excuse they were doing away with the plan I had because of 5G, another 10.00 a month. I paid in full and moved my service a week before the next billing cycle and get a letter with some B.S. mid cycle changes for $4. Try calling them about this and they said they cannot access my account because my phone was no longer with them. I would have to go to their store to verify who I was.

Terrible service. Waiting hours for help. Rude customer service rep. Service sucks; can't get any help. Service keeps dropping.

Really poor cell and wifi service. Finally had a tech tell me the address for my wifi was in Philadelphia. I live in SW Missouri. They lied to the computer so they could sell me wifi that they knew would not work at my address.

The employees tell you they changed your plan but don't. Spent over 2 hours on the phone with three different representatives on 8/9/26, with the changes not made after they claimed they did. Employees do not want to work and hand over the case to another employee.

I am extremely frustrated and disappointed with the way T-mobile has handled my service taking over UScellular. I have been dealing with this issue since Friday and have already spoken with six different people, yet no one has been able to help me. I have been a customer and expected a company taking over my service to make the transition as smooth as possible-not leaving me without reliable service and make me spend hours calling customer services with no resolution.

I went in to a T-Mobile store because I lost my phone. They told me I would need to buy a new phone and proceded to sell me a new Google Pixal Phone. Which after telling me all the cost and service they then told me they had none left. This took about 40 minutes for them to open a safe and look for the phone that they know was not in there. They then tried to sell me another Pixel phone, which they also did not have. After that, they brought out a Samsung phone and told me this was my only option. They next told me I would have to add a like to my existing account in order to get the phone. Then a month later they told me they discontinued my plan. I am now paying double what I was paying and using a phone I did not want. T-Mobile, your business practices are questionable and I will be looking for a new carrier. My advice is DO NOT USE T-MOBILE.

I live in northern MN lakes country. We started service with T-Mobile because my husband retired and therefore also his company cell phone. I joined with him as we started with T-Mobile because I was on Verizon prepaid (best and cheapest) and we got a tremendous deal for both lines (husband got a free phone, I brought mine) and 5g home wi-fi.

Since US Cellular has become T-Mobile, I am very displeased with Customer Service. When I had to call a second time, the recording stated it would be a half your wait. I put in for a call back. I got a call back with a recording that said it would be 15 minutes, so I put in for another call back. When that recorded call was returned, it stated they would transfer me, and they disconnected. I called back. When I finally got someone, I had a terrible time getting the information regarding my billing that I was requesting. In all, it took nearly 3 hours, and I still don't feel confident of the answer given me as she was giving me information and then saying "My bad" and changing what she told me. I'll be looking for a new service.

Bought SIM card 3 days ago for $10. Was told my monthly bill would be $55 but it became $65. Still don't have working network on phone. Can't get any support for activation on app. And now I've been temp blocked on my account. Wtf.

Their "fastest 5g internet" is the 2026 equivalent of AOL dialup! I wish that was hyperbole but sadly it is not. We cancelled our service with them within four months of signing up. Every indicator said that we had "excellent" signal strength, yet we rarely had an actual connection to the internet. We were regularly forced to rediscover and reconnect all of our smart devices. Customer service continually wanted me to factory reset the router, basically starting from scratch each time. The best part was when the customer service rep admitted that they get these type of calls all the time! That tells me everything I need to know about the "quality" of their service.