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
I cannot agree more! The 2 young men at the TMobile store lied, had no clue what they were doing. Said my bill would a certain amount but that wasn’t true. They told me that T-Mobile buys out your Verizon contract and I didn’t have to do anything. Also, a lie! I had to pay off all my lines with Verizon. Then to give me the same phone numbers they had to add phones to my account, so I have 2 different phone numbers for every line. One has the wrong device on it. On top of it all the service is terrible, they say they have the best 5G networks, no way! Where my house is in the country Verizon always had service, never dropped calls. But T-Mobile...calls dropped all the time, no connection or internet 90% of the time. So mad that I was lied to. The web site never functions properly, always says your lines must have gotten crossed...sorry. I'm so tired of the all-around crappy service. I do like the home internet but it's not available anywhere even thought I took it and plugged in in at a location it says it is not available in and it worked. I wish I would have stayed with Verizon even if it meant paying $200 more a month. At lease their staff knows what they are doing and do not lie to you. One last thing. The salesman didn’t even ask if I wanted him to transfer the data from my old phone. He just took it and did it. I am capable of doing my own transfer! That was so rude, then I found out they were using Pulp’s internet because their own internet is that crappy. So mad at myself for trying to save money and this is what I get.
Try their 5g home internet. Mine looses the signal as the day goes on.Guarenteed by 2pmest I’ll be at the blazing fast speed of 1.0mps. When I called,they said it was a problem with the firmware in the moden that ran fine up until 2 weeks ago, They overnighted a new modem(I have a feeling it was refurbished as it didn’t come with a power cable). Plugged that one in and it started to turn itself off and back on for what seemed like every 15 minutes. I was on the phone with customer service and the tech support for at least an hour and a half on friday. They wanted to send out another modem until I asked if this one could be returned to the store where I signed up at. When they said yes,first thing saturday morning I was there. They gave me a different make. Plugged it in and so sooner as the afternoon hit,The internet slowed to a crawl. Did the tap dance of moving the modem to different parts of the house and ended up with it back in the spot where the original was. I went on twitter and posted the speeds I was getting and got someone from tech support who claims they have a fix for my problem,but can’t do anything until wensday. Unreal. If I stop payment on my bill,they’ll shut my service down,But they can give crap service and you get to take it and wait. Now I see their new modems have a hook up for and external antenna that you can purchase for a mere $99. I have a sneaking suspision thats the fix that’s going to be coming through on Wensday.
T-Mobile really likes to pile the icing on their . My T-Mobile bill just went from 118.00$ to 130.00 without any type of permission or information. Cannot tell if any type of improvement of crappy service or coverage. T-Mobile has gotten away dishonest representation. enough people need to complain to the PUBLIC UTILITIES COMMISSION. AND FILE LAWSUITS FOR INTENTIONAL MISREPRESENTATION.
You can file there, but id recommend starting with the BBB. Your issue is billing, so BBB/CPUC are your best bets after “customer care”.
T-Mobile really likes to pile the icing on their . My T-Mobile bill just went from 118.00$ to 130.00 without any type of permission or information. Cannot tell if any type of improvement of crappy service or coverage. T-Mobile has gotten away dishonest representation. enough people need to complain to the PUBLIC UTILITIES COMMISSION. AND FILE LAWSUITS FOR INTENTIONAL MISREPRESENTATION.
Not only is T-mobiles coverage terrible (I never had any issues talking with Verizon) but when I was lured in because of promotional lies. I was told that if I switch to T-mobile I would get Netflix and MS365 for free. After the deal was done, I was told I could get one or the other not both. So, I opted for MS365. Two moths later I still have not received my MS365. I am trying to switch back to Verizon but I need to pay off my phones. There is no where on my dashboard to allow me to pay off my devices. I have called customer service several times and they are clueless as to how I can pay off my phones.
Additionally, when I called customer service about a month ago to enquirer into my MS365, they told me that they would send the MS365 in my dashboard under promotional resumptions shortly. They said to wait a few hours and it should be there. I logged into my account later only to find it was not my account but another customers account. That is right, I use my user name and password but was it was another persons account. A total PII violation. I reported this to customer service the CEO, President, the Business Group and the President, Consumer Group. It took two day for them to correct the botched issue.
T-mobile is just a bad company, with bad coverage and bad customer service.
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.”
You will have to file a ticket with TMobile to find out.
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.
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!
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,
I have had service say 5g and can't call out it will say call failed. It drops calls constantly I can't send or receive texts or I have to download the texts. I just restarted my phone and got 52 texts I missed from the last 2days. This all started after the merge with sprint it is a terrible company now
T mobile should be sued for faults advertisement. There 5 G sucks so bad your phone will show you have 5 G but will be as slow as lte. There's no way t mobile. Can stand up to there claims. Lier lier lier
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!
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.
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