This is a Description of our Complaint with T-Mobile and the BBB:
For the past almost 3 years we have had all of our family cell phone lines with T-Mobile. We switched over from Verizon about 3 years ago because we responded to a promotion offered by T-Mobile whereby offered much better coverage at much better prices. Turns out that their marketing in advertising campaign was misleading and inaccurate at best. From day one, the coverage and reception was below any basic level of acceptance causing phone calls in messages to drop or fail at a rate off three failed for one success. After a few months, I complained with T-Mobile, they profusely apologized and told us to be patient because they were in the process of rolling out their new 5G Network and also merging their Network with sprints, and they said that the coverage and service issues will greatly improve in a matter of weeks or a couple of months at the most. When this didn't happen, I called to request a transfer of service and they insisted that it was just a matter of time for their coverage and service to noticeably improve and they offer a nominal remporary discount to keep us from switching over. As expected, the coverage and service not only did not improve but got worse. After another 12 months have gone by and everyone in our household having being fed up with dropped calls failed messages in lack of connectivity, we have decided to switch over to another carrier. When I call T-Mobile to inquire about the process, they told me that we're free to switch over but they're going to charge us retractively rebates and fees that they have waived because we're not meeting the term of our contract. And my question to them what kind of compensation do we get for the 3 years of failing to provide the most basic service that we have been faithfully paying in full for almost 3 years. We'll know that these are tactics that these types of companies use to hold people hostage regardless of whether they are the ones at fault in causing you to leave. This should be unacceptable!
Anyone fed-up with horrible coverage from TMobile
They have used the 'we are currently upgrading your towers' lie for 18 months now….18 months. They don't know what they are doing, I think this is obvious. When you no longer employ people that have knowledge on the job at hand, you have a show like we currently have. I have talked to easily 100 different people with them, MAYBE, and this is a big maybe, there were 2 people that actually knew what they were talking about that pertained to the telecom industry and networking. For instance, a few days ago I told them I will be leaving tmo for Verizon and she tried to over talk me with her script, saying that I would have the same experience with them because they use the same towers and equipment and they also use the same bands….are you kidding me? I had to hang up.
Going to make no difference, no one is going to push against TMobile or any TELECOM at this point. They recently got into 'trouble' for their misleading ads and that is why they had to change their slogan. They will receive nothing more than a slap on the hand. The fine print clearly says that service is NOT guaranteed, this allows them to sell sell sell with no repercussions. They lobby politicians for a reason.
All t-mobile does is lie!
T-Mobile keeps telling me that they are working on the terrible service (but yet they want you to pay for the service that is expected) for like 2+ years. Dropped calls (constantly), texts not going through, turtle speed network and hotspot ( like having aol right now), constantly trying to pull something over on you that cost you extra, but the kicker was telling me if I upgrade from an iPhone 11 to a iPhone 13 it would fix all my problems, which I did right then, I was so desperate. T-Mobile service continues to be worth maybe half of the money I pay them every month, and that’s giving them way too much credit. T-Mobile hasn’t done anything to help me, I came over from sprint. I’m taking the time to get my experience with them out to as many people as I can to help them so they don’t experience what T-Mobile put me through. There’s no excuse for it. D. Berg
Don't believe the map or the lies! After many months a knowledgeable T-Mobile technician stated" you will never get reliable service in your location". T-MOBILE has lied at all times since we signed up! Use the FCC speed test app..If you factually comment on their service, they will just remove and block you from their sites!
Sadly, that is a metric companies care about. They believe loyalty will save them from poor product service. My wife has been a customer for 15 years but she too tires from the poor network performance.
T-mobile will only care about their business when they start losing ours.
for the past 4 months in Carteret NJ service went after having service for yrs of no problems I.T Can't figure it out I.T don't call back customer service is not the same sadly we are going have to cancel our Plans SMH
I had Great Service before they took over Sprint, once they merged/bought out the service went to crap. 80% of the time I have no service, can’t make calls and the calls are constantly dropping. I looked for other companies but most of them use T-Mobile Towers which means the service is still going to be crapy. Probably better off going to Verizon or AT&T I’m highly considering it.
I would never recommend T-Mobile to anyone.
T-Mobile Sucks is what I tell anyone that asks about this service!!!
fireguy...you missed an important point. T-Mobile was excellent when we first signed up, much better than Verizon, better reception, better clarity. At some point that changed and ever since then we only get one bar on our mobile phones and often get dropped calls, sometimes at the most inopportune moments. If TMO changed towers and their new infrastructure is blocked from my area that would explain why nothing they say or promise improves the reception. Seems they need to find additional towers or find a technological improvement to actually respond to the many complaints about bad reception on this post.
They guarantee coverage but they don't guarantee connectivity is their fcc response. They have too many customers. The FCC and FTC don't care.
they might have also adjusted the direction of the antenna. if they made some adjustment to cover more of a certain area that might also explain what youre seeing on your side. all you can really do is have them put in a network ticket for you. i recommend the Facebook/Twitter route over calling in or trying to use chat.
fireguy...you missed an important point. T-Mobile was excellent when we first signed up, much better than Verizon, better reception, better clarity. At some point that changed and ever since then we only get one bar on our mobile phones and often get dropped calls, sometimes at the most inopportune moments. If TMO changed towers and their new infrastructure is blocked from my area that would explain why nothing they say or promise improves the reception. Seems they need to find additional towers or find a technological improvement to actually respond to the many complaints about bad reception on this post.
in many cases TMO is on a tower with another carrier..so either theyre both on the same tower or near to each other tower wise or you live in an area that has something blocking the signal. could be buildings or trees in the way..or youre down in a bowl and the signal is going over the top of you.
The poor sevice at my home has been an issue for many years now. I really have to change carriers. What is upsetting is that T-mobile customer service promises changes, talks about improvements being made to towers, etc., but nothing changes. I was on the phone with a customer service rep from HP trying to correct a printer issue and my call was dropped twice in a half hour. He called back once, but not a second time, leaving us without a solution. Also, what's upsetting is that T-Mobile was excellent when we first switched from Verizon and went bad. My theory is that T-Mobile began using AT&T infrastructure at some point. Years ago when I had AT&T for work it never worked in my home area...now T-Mobile has that dubious distinction.
What's ironic is the in Tmobile's terms and conditions, that no one reads before signing , TMobile doesn't guarantee service.
I Believe you're forgetting that a lot of us did not sign up with T-Mobile! I'm a 22-year Sprint customer! I had amazing service. There's a reason I stayed with Sprint for as long as I did! And yes for us, T-Mobile did make some grandiose promises that they did not keep up with including that. We were supposed to have the same exact coverage. Actually more "expanded". Nope. Honestly even when I'm on a Wi-Fi... SOMEHOW the coverage is still sickening!?!? I even went out of my way to buy a better phone because I did read everything and read about how they prioritize people with certain phones and certain plans before others and that did not even help! So before you speak in such a flippantly facetious way, remember AGAIN, most of us did not choose T-Mobile.
so have you converted to an actual TMO plan now or are you still tied into TMO with a Sprint plan? if you are still on a Sprint plan technically you are free to move onto another carrier (unless you have something youre still trying to pay off).
I’m unhappy that sprint converts with T-Mobile and all the sprint stores close and T-Mobile can’t access my bills and my bill is constantly changing I’m unable to view all charges it’s exhausting I just want a bill that’s going to be around the same amount every month not 300 one month and 500 the next I always pay my bills on time and only have 2 iPhones
Oh and they won't fix it either, don't expect them to. T-Mobile is the worst! Those of us who had Sprint.... We got screwed over the worst out of EVERYONE! We didn't choose this trainwreck. We're just a casualty of Corporate Collusion.
Location is VERY much an issue. I.e. Sprint (when I did have it) was a lot of roaming. Certain areas like Cambria CA, San Simeon CA had no native Sprint service period. Same with much of Sierra Highway (parallel to CA-14)… connecting the High Desert cities ( pop +300k) to Los Angeles area (pop +5M). T-Mobile in these areas exist … but aren’t AT&T or Verizon coverage.
Similarly, in my area, the handful of Sprint towers that existed were converted to T-Mobile, which helped add service in some areas (filler sites). For my local residence .. Sprint/T-Mobile were on the same tower. Sprint was B41+B25+B26 ~=150Mbps. T-Mobile was ~150-200Mbps (B2/B4/B12) now B2/B4/B12/B71 + n25+n41+n71 5G.
location makes a big difference. Sadly, some areas T-Mobile has removed (not updated) Sprint sites. I’d recommend calling BBB/FCC on your issue.
What's ironic is the in Tmobile's terms and conditions, that no one reads before signing , TMobile doesn't guarantee service.
I Believe you're forgetting that a lot of us did not sign up with T-Mobile! I'm a 22-year Sprint customer! I had amazing service. There's a reason I stayed with Sprint for as long as I did! And yes for us, T-Mobile did make some grandiose promises that they did not keep up with including that. We were supposed to have the same exact coverage. Actually more "expanded". Nope. Honestly even when I'm on a Wi-Fi... SOMEHOW the coverage is still sickening!?!? I even went out of my way to buy a better phone because I did read everything and read about how they prioritize people with certain phones and certain plans before others and that did not even help! So before you speak in such a flippantly facetious way, remember AGAIN, most of us did not choose T-Mobile.
I’m doubtful that they told you ‘same exact coverage’, but then again … Sales is far from reality.
I’d recommend filing a complain with BBB/FCC if your coverage went from ‘amazing service’ to WiFi only’
I’m unhappy that sprint converts with T-Mobile and all the sprint stores close and T-Mobile can’t access my bills and my bill is constantly changing I’m unable to view all charges it’s exhausting I just want a bill that’s going to be around the same amount every month not 300 one month and 500 the next I always pay my bills on time and only have 2 iPhones
Oh and they won't fix it either, don't expect them to. T-Mobile is the worst! Those of us who had Sprint.... We got screwed over the worst out of EVERYONE! We didn't choose this trainwreck. We're just a casualty of Corporate Collusion.
What's ironic is the in Tmobile's terms and conditions, that no one reads before signing , TMobile doesn't guarantee service.
I Believe you're forgetting that a lot of us did not sign up with T-Mobile! I'm a 22-year Sprint customer! I had amazing service. There's a reason I stayed with Sprint for as long as I did! And yes for us, T-Mobile did make some grandiose promises that they did not keep up with including that. We were supposed to have the same exact coverage. Actually more "expanded". Nope. Honestly even when I'm on a Wi-Fi... SOMEHOW the coverage is still sickening!?!? I even went out of my way to buy a better phone because I did read everything and read about how they prioritize people with certain phones and certain plans before others and that did not even help! So before you speak in such a flippantly facetious way, remember AGAIN, most of us did not choose T-Mobile.
Definitely BBB → FTC → FCC route.
BBB/FTC/FCC are just a low level form of arbitration.
if you’re in California, you might have a better leg to stand on. CA FTC Sprint merge requirements are pretty tight for service.
https://docs.cpuc.ca.gov/PublishedDocs/Published/G000/M333/K367/333367934.PDF
The Decision orders the merged company to implement the following to benefit consumers:
Provide 5G wireless service with speeds of at least 100 Mbps to 99 percent of California’s population by the end of 2026, and 300 Mbps to 93 percent by the end of 2024.
Provide 5G wireless service with speeds of at least 100 Mbps to 85 percent of California’s rural population, and speeds of at least 50 Mbps available to 94 percent of California’s rural population, by the end of 2026.
Have fixed home Internet access available to at least 2.3 million California households, of which at least 123,000 are rural households, within six years.
Maintain or improve current 4G LTE service quality and coverage for existing customers during the transition to 5G.
Offer the low-income California LifeLine program for as long as it operates in California, and enroll at least 300,000 new LifeLine customers.
Increase jobs in California by at least 1,000 compared to the total number of current Sprint and T-Mobile employees.
Other important commitments relating to diversity, reporting, and rural infrastructure deployment.
This is a Description of our Complaint with T-Mobile and the BBB:
For the past almost 3 years we have had all of our family cell phone lines with T-Mobile. We switched over from Verizon about 3 years ago because we responded to a promotion offered by T-Mobile whereby offered much better coverage at much better prices. Turns out that their marketing in advertising campaign was misleading and inaccurate at best. From day one, the coverage and reception was below any basic level of acceptance causing phone calls in messages to drop or fail at a rate off three failed for one success. After a few months, I complained with T-Mobile, they profusely apologized and told us to be patient because they were in the process of rolling out their new 5G Network and also merging their Network with sprints, and they said that the coverage and service issues will greatly improve in a matter of weeks or a couple of months at the most. When this didn't happen, I called to request a transfer of service and they insisted that it was just a matter of time for their coverage and service to noticeably improve and they offer a nominal remporary discount to keep us from switching over. As expected, the coverage and service not only did not improve but got worse. After another 12 months have gone by and everyone in our household having being fed up with dropped calls failed messages in lack of connectivity, we have decided to switch over to another carrier. When I call T-Mobile to inquire about the process, they told me that we're free to switch over but they're going to charge us retractively rebates and fees that they have waived because we're not meeting the term of our contract. And my question to them what kind of compensation do we get for the 3 years of failing to provide the most basic service that we have been faithfully paying in full for almost 3 years. We'll know that these are tactics that these types of companies use to hold people hostage regardless of whether they are the ones at fault in causing you to leave. This should be unacceptable!
I would file an FTC complaint.
I've filed multiple FTC complaints and the latest answer from T-Mobile is that we provide coverage for his area but that doesn't mean we provide a connection and the FTC was ok with that answer.
We were told we'd have 5G where we live but not only do we not have it I can only make calls on my own wifi. We were told a new tower was coming but hasn't happened yet. Calls always drop when we're driving in our area, if we have service at all. And when I do have service it's on an AT&T tower. I chat with customer service and get platitudes and promises but nothing changes. I'm beyond disappointed with T-Mobile and can't wait for my contract to be done. I will be leaving as soon as I can. If you don't live in a big city I would recommend you stay far away from T-Mobile.
I’m unhappy that sprint converts with T-Mobile and all the sprint stores close and T-Mobile can’t access my bills and my bill is constantly changing I’m unable to view all charges it’s exhausting I just want a bill that’s going to be around the same amount every month not 300 one month and 500 the next I always pay my bills on time and only have 2 iPhones
Yeah very Terrible.
iPhone 14 pro max. Magenta. Spent a week in S India in areas where Tmo map shows coverage. Have data in some places. Never when phone says 3G, only when LTE. Last 12 hr next to Cochin airport I have been able to download 100 MB in 10 hr…that’s 0.003 MB/sec. Basically useless. I’m switching back to buying local SIMs bc Tmo international roaming is unreliable and mostly barely usable.
Umm, you’re using a roaming carrier in India. While data exists, it is typically ‘at best’ slightly better than 2G speeds on standard Magenta plans
Magenta® plans.
Calls, including over Wi-Fi, are $.25/min. (no charge for Wi-Fi calls to US, Mexico, and Canada). Up to 5GB high-speed data in select Central European countries; otherwise, standard speeds approximately 256 Kbps.
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