For almost two years, my plan consists of 6 lines where our data speed is around 0.5mbps. Tech support has been not helpful and it seems like they can’t even fix the problem. We have 4.5 gb of data on our plan for each line which we don’t come close to using it because our speed is so slow, so it is not a throttling issue. I’ve gone to a T-Mobile store where they didn’t believe me at first til they started testing the speeds on the speedtest app. This is what we did, tried new sims on all lines like 3 times. We than swapped our sims into the store display phones and with the speedtest, it showed 0.5mbps. We than put the sims from the display phones into our phones and it tested at 150mbps. This indicates that it is not an issue with the phones (like c’mon, tech support keeps thinking we need to replace our phones). The store employee proceeds to contact tech support and they have no idea what to do, keep giving us the run around. We are still stuck with this extremely slow data, can’t even order food online when we are on the road.
What should I do? After tech support wasn’t helpful, the store manager said he would create a ticket and expedite it to the district manager, this was two months ago. I just called the store today to check the progress, apparently the employee that helped me do the tests and the manager are no longer with the company so the store has no idea how to find my ticket and I’m pretty tired of explaining my problem to them every single time and being on hold with tech support for hours for them to tell me to just restart my phone and get a new sim card. By the way, the phones are Samsung S22 5G, Samsung Note 10+ 5G, two iPhone 13 pro max (which we got two months ago at the store when we went in for help about the data) & two iPhone X. If anyone can chime in on what I should try or how to get in contact with an actual American based call center with knowledgeable tech supports, I appreciate it. Thank you.
