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
Its taken a while here, but at my local area, T-Mobile LTE ‘before’ they updated the site was better than LTE is there now.
Note: Indoors, I’m often on LTE 600 + LTE 66 + LTE 2 ≈ 120Mbps, before it was LTE B66 + B2 + B12, with 160Mbps, and up to 200.
Of course, if I’m outdoors, I’m hitting 5G and 400-700Mbps.
Home Internet ‘when placed ideally’ is typically +400Mbps, and this is much more reliable than when it was 4G LTE only, with much lower latency.
Note: I’m only ~1200’ from the site, but its not a clean line of site (short). For the price, I’m paying, I’m fine with it locally. Rural areas … not always so much.
Just as a note … T-Mobile’s own disclaimer states that they do NOT guarantee service (or any data rates of any kind) .. anywhere.
That dog doesn’t hunt.
T-Mobile (as well as other carriers) service varies from location to location. In general, IMHO, T-Mobile has concentrated its efforts on urban → suburban areas, and will deals with rural ‘in some areas’ priority based on their own project requirements (i.e. is it a county seat ? does it have a large tourist industry ? does it have decent infrastructure already - fiber + modern gear + towers + spectrum).
Near me .. ~15 miles west, Fillmore, CA has literally 1 tower for +16,000 people. Even with ‘full bars’ and RSRP of -85dBm, service on 5G UC (100MHz of n41) is rarely to hit 100Mbps.
Prior to 5G UC, 5G n71 was lucky to hit 10Mbps, and under LTE only … 3Mbps or less. This was < 1month ago. T-Mobile has been claiming ‘modernization’ for years. Some other rural places will hit ~1Gbps. Ventura, CA has a lot of legacy Sprint customers/towers. I suspect ‘some’ sites may be converted. Out in Gaviota, there is still a GPRS only site.
Only ways that T-Mobile will help is:
- Squeaky wheel gets the grease. Get MANY locals to file tickets to T-Mobile (need to be unique numbers)
- File complaint with your PUC or other state agencies
- File complaint(s) with BBB
Of course, if, in the area, enough people just abandon T-Mobile - they’ll assume there’s no problem (if its rural). If its urban, and MANY customers leave .. they’ll do something.
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
All t-mobile does is lie!
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.
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!
If you're in California,
Greatride, BOY HOWDY AM I FED UP! T-Mobile has lied, stolen, and inconvenienced me (often because of THEIR FAULT) so many times I want to start screaming and never stop. I have ADHD and OCD. I am meticulous in telling people what I want or need. When I first joined T-Mobile many years ago I very clearly told the rep I could only tether by phone since I rent a converted garage. Even though separate from the main house the city still classifies it as the same location and you cannot have two utility bills in the same location. I was told that would be fine and pointed to an “Unlimited” package. I quickly found out the package was not really “Unlimited”. When I passed 50GB I got throttled. When I got throttled the internet got slower but at least it still worked. Lie #1. Lie #2 was not discovered until years later when I finally paid off my phone. I had hoped paying off the phone would mean a MUCH leaner bill. It was still high. I asked a rep why it was still so high. He checked and discovered an international calling package had been bundled in WITHOUT my knowledge. I had zero use for such a package. I had no reason to call internationally AT ALL. For years I was being charged for something I did not want or need. I immediately got it taken off but the damage had been done. Hundreds of dollars wasted. About this time T-Mobile was offering to 55 and older a free trial for a T-Mobile modem. Since it came directly from T-Mobile it would solve my problem. Also the package would lower my phone bill, I was told. I was jumping over the moon. This could solve all my issues. I took it home, giddy with excitement. It worked for 20 minutes and then shut down. I tried it in different locations in the room. 20 minutes then shut down. I took it back to the T-Mobile store. They said they had a newer model and I should try that. This one was sleek but wouldn’t even turn on. At all. I took it back. They told me that I had to ship it back to T-Mobile. They gave me a shipping label and a box. I still had to pay for packing materials and tape.I shipped it immediately. Then I got a bill for the modem that never worked! I went to a store and had them look it up. It HAD been delivered on time, I was told. I should not worry, T-Mobile will “catch up” and take it off the bill. So, I am pet sitting in Los Angeles a few days later. Pet sits are like my mini vacations. I have no access to cable or even TV at home. (but I do have a lot of DVDS) When I pet sit I bring my desktop and enjoy high speed internet, I watch their streaming channels and relax. T-Mobile shuts off my phone service without warning. I have to contact them by internet to find out what happened. I can still call T-Mobile through the cell though.I have to endure their needlessly treacherous voicemail system. Screaming “HUMAN! HUMAN! HUMAN!” so loud the neighbors must have been concerned. Finally I get a human. She checks and reports that yes, T-Mobile shut off my phone because they are charging me for the modem despite returning it before the free trial expiration date. We have an issue with the pin. I did not remember it. (turns out I had it written down in my little password book but I was confusing it with my password) For some reason, she got cut off. She called me back but then got cut off again. By now I had already wasted hours. I guess she gave up because she did not call again. I resolved to call back the next day, maybe their issues would be resolved. I called the next day. Same issue with the voicemail system. Finally got a human. This guy, Kevin James (if that is really his name) finally solved all my issues, and when he explained about the pin, I realized I had it in my password book. He got the $69.00 reversed. What NOBODY ever could reimburse however was all those years of wasting hundreds of dollars on something I had not asked for, nor all the time wasted and the emotional toil. I get VERY angry. Like if there was a punching bag there I would have left it in shreds angry. I’ve taken Anger Management but AM does not address corporate f@#$ery. More recently, T-Mobile shut off my phone because I was 2 days late paying the bill because I had mixed up the date. (also, what ever happened to the five day grace period?-oh yeah, corporate f@#$ery) I got a supervisor and she was one smug ball of slime.When I mentioned all the things T-Mobile has put me through, she had the gall to say; “It’s the customer’s responsibility to know their billing.” then she added “We reversed that $69.00.” Yeah, moron, you did! BECAUSE IT WAS YOUR COMPANY’S FAULT!!! But of course, she doesn’t mention ANY compensation for countless lost time or the accumulation of stress. Because there was no compensation for that. Meanwhile with every merger my internet has gotten slower. I noticed immediately after the mergers of Sprint and Mint, my internet got vastly slower. Then the setting up of 5G towers. Now my internet is nearly a paperweight. To add insult to injury, if you read the Terms Of Service T-Mobile not only shields itself from a Jury Trial, but also shields any partners, third party vendors, and company employees. What this means is if you want to sue. You have to sue by arbitration. T-Mobile knows that arbitration is costly, that you are likely going to be saddled with a lawyer that actually works for T-Mobile, and that the reward, (IF you even had the slightest chances of winning) is much smaller than what one might get from a Jury Trial. That means that Samsung cannot be bothered when it’s updates ruin their phones. As they did mine. I cannot receive messages in a timely manner because Visual Voicemail always says it’s empty. The only time I see that I have a message is when it pops up in a notification, usually a half hour later. I go to V.V., it still says empty. But if I click directly on the notification it takes me to the message. I’ve lost jobs because of this since I could not answer in a timely manner. As a film maker, I use my phone’s camera a lot. Despite not having it on (in fact, making sure it has NO permissions) Bixby just decides to ruin shots for me by suddenly intruding. Also, again, despite looking it up and unclicking permissions, the phone will just suddenly decide to flip video upside down. Sometimes it completely shuts off while filming, I have missed so many things because of this. Yet, Samsung is shielded by T-mobile. Finally, one final lie from a T-Mobile rep that has caused me inconvenience and even emotional turmoil. I had to change my numbers years ago. I asked SPECIFICALLY for a “clean” number, an unused number. Rep said, “No problem”. There was a problem. They gave me Linda Pace’s number. I have no idea if Pace is dead or just didn’t do her due diligence in notifying all her friends, doctors, etc… that she had a new number. For years I constantly got calls from friends and corporations looking for Pace. The most heartbreaking one was a father who left a message saying.”Linda, I know how much you cared for my son so I had to call you to tell you he just passed away.” I had to call back and say, “I am so sorry about your son. But this is not Linda Pace’s number.” Nobody should have to be put through that emotional task because of a corporations lack of “Good Faith.”
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.
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.
Appears T-Mobile marketing has oversold services (too many phones for network to handle). Good service when it works, but not near my house anymore. I live the twin cities MN suburb, T-mobile coverage map shows complete coverage at my home, which is not true.
TMobiles own written response to a CPUC inquiry of ‘No Service ‘ has TMobile response stating that the area I question is 4g LTE, but TMobile coverage maps show it as 5g.
I have had T-Mobile for years now. Decided a year ago to go with their internet service. It was fantastic up until 3 months ago. We constantly have to restart the gateway, move the tower, etc. It’s also our cell phones that aren’t getting service/data. We have called, returned the tower and got a new one and STILL we have issues. It’s absolutely ridiculous, especially knowing we use to have great service!
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!
Verizon’s service is a little different than what T-Mobile has deployed, but some of the logic is still the same. Where T-Mobile had 2G/3G, they have 4GLTE / 5G. T-Mobile’s 2G was 1900MHz only and primarily limited in range by timing. 4G LTE/5G limits are more on signal quality. Signal quality on 4GLTE / 5G use higher order modulation (i.e. trying to squeeze more data out of a signal requires clean signal) I have had 4G LTE at +15 miles. The one benefit that makes up for this is that T-Mobile 4G LTE/5G runs at 600MHz/700MHz in addition to 1900MHz and above. Lower frequencies are beneficial for longer range. Verizon ran 1X CDMA, at 850MHz (low band) which gave probably the best range you could get. Like 2G GSM on T-Mobile, capacity was limited (CDMA was still better in this regard).
Call your state or federal rep / FCC to get service fixed/updated if T-Mobile won’t do what is required.
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
You will have to file a ticket with TMobile to find out.
Yeah, absolutely horrible spotty service for LTE/4g and 5g here in central NJ, Robbinsville/Upper Freehold/East Winder area. So many meetings disconnected, important messages not received, etc. It’s laughable that when signing on here to post I was asked to enter the 6 digit code that they were going to text me, I CAN’T RECEIVE TEXTS ON YOUR NETWORK WHERE I AM LOCATED!!!! I’m surprised they even have the to have stores in this area. I switched from StraightTalk which used verizon towers, going to switch back soon.
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.
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'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.
I was a previously happy Sprint customer with no problems.
Me too . . . and after being forced to upgrade phones, not one of the 4 new iPhones works properly. Dropped calls, calls ‘failed’, texts won’t send to Android, pictures won’t send via text, receiving calls where I can’t hear the caller but they can hear me . . . and yet I get to pay for full service AND the expensive iPhones.
I miss Sprint . . . maybe if they had Sprint lead the merger, things wouldn’t be so messed up. And if it is really the 5G upgrade that is causing the problem . . . maybe they should have done at least a little regional QA for a period of time before they upgraded the entire network.
Like you, we are just not happy with Tmobile.
~this issue also happened over with Sprint..as it randomly does with all carriers.
~Sprint also did their network upgrades this way..depending on which company was doing the tower upgrades at times things were even worse..Alcatel was one of them that were pretty rough when doing said tower upgrades for Sprint.
Yeah very Terrible.
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.
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.
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