Quick background: I live in a rural area in some hills and a forest, where even though all of the cell providers have towers in the area, we specifically (at our property) get a very weak signal. I’ve verified that the signal is weak for all providers (AT&T, Verizon, T-Mobile and Sprint), so this is not a T-Mobile-specific issue here. However, it means that we have difficulty making and receiving calls, and using the Internet unless we are inside our house on our Wi-Fi. We own a farm, so we are frequently too far away from the house to be on Wi-Fi.
I just signed up for T-Mobile service last night, moving over from AT&T. The two main reasons I wanted to make this switch were: (1) We can use Wi-Fi Calling with our unlocked phones (AT&T doesn’t let you do that), and (2) I was told we could get a signal booster (the kind that pulls the cell signal out of the air and amplifies it), which would let us get coverage in our barn (which is too far away from our wi-fi for a CellSpot to work).
On that latter point, I asked two different sales reps on the website chat feature, one on the phone, and two different reps in our local store (where I signed up), and the story was completely consistent: $25 deposit, return it if/when I move or cancel service, order it from Customer Care.
Today, I went to Customer Care to order this booster, and I was then told by both the care rep and a technical support rep that the booster has been discontinued and is no longer being offered. The tech rep insisted multiple times that what I really wanted was a CellSpot, even though I made it clear that a CellSpot would not work where I needed it.
I am very displeased about this. If it’s true that the booster has been discontinued for more than a week or so, then at best, a large portion of your sales reps apparently aren’t aware of that, and at worst, I was lied to in order to get me to sign up. I am seriously considering demanding a refund and switching back to my previous provider.
I would like a firm answer from a T-Mobile rep on whether this device is still available, and if it’s not, why, when it was discontinued, and why the sales reps are still telling prospective customers that it is available. Thank you.
Best answer by HarvanHunter
Been seeing other threads that said T-Mobile employees don’t really monitor this community. It’s a shame, really. So I got in touch with Customer Support and complained about this to them, and they assured me that they will address the misinformation so it doesn’t happen again to future prospective customers.
I’m not holding my breath, but at least I got someone’s attention on it. I’ll be keeping a really close eye on my account and service to see if they break any other promises, though, and I am prepared to switch back to AT&T immediately if that happens.