I have been a T-Mobile customer for the last 3 years with 3 lines on a military plan, and the service in Houston TX was always excellent. I have 2 phones from LG and one from Samsung. In the past few months the company is making changes on the technology (moving to 5G). In this process the service for some customers (co-workers leaving in my area and me) are experiencing lost of service and poor quality signal. I tried to reach customer service and is been a real ordeal and nightmare in the past few weeks.
My LG phones are 4G LTE with the capacity to connect to all this bands and frequencies:
GSM, GPRS, EDGE: 850, 900, 1800, 1900 MHz
UMTS, HSPA+: 850, 1700, 1900, 2100 MHz
LTE: 2, 4, 5, 12, 25, 26, 41 Bands
In every attempt to reach for assistance I get more disappointed with the service. The Tech Support make me do a troubleshooting processes on my phones and as a result the service get worst than before. After the first attempt process I can only make and receive calls on 3G technology with poor reception and the consequences: droop calls, most of the receive calls goes to the voice inbox, etc. And trough this ordeal with customer service (already lost the number of calls made to them), yesterday (09-19-2020) my phones does not have Internet Service after a long and ridiculous processes done in one LG phone (and only on one). This implies that the change was made on the account by the Expert on Customer Services and not on the changes made on the phone (the only one), leaving the phone technology out of the problem(equation).
In this ordeal the Customer Support options were:
1. If you want to update your phones the only offer available is add a new line to get discounts on the phones.
This option is highly questionable. If the problem is a consequence of an upgrade of the network towards 5G, T-Mobile knows how many customers and where are going to be affected. As a customer friendly network (as per T-Mobile), the least that it can be done: notify the affected ones and if it really cares, offer an upgrade to a more compatible phone with a discount on it.
In T-Mobile new customers receives offers and discounts not available to existing customers (the backbone of the system).
2. To change the military plan to a regular plan. This option was offered to me after a 2296 message: “Hurry! For a limited time, add a FREE line to your account. Really, it’s on us,... etc.” The Military plans (our big family) does not apply to this one.
This offer is an insult and disrespect to every Person that served in any of the US Military branches. As a product of the scarifies done by millions of every Active and Veterans, T-Mobile and every other company in the US are safeguard to do business in a FREE Country. Additionally, T-Mobile knows wish accounts the message needs to be send. It make me think that has been done with the premeditated intention to lure the Military families to renounce the deserved Military plan.
I feel that the T-Mobile Customer Service attacks their clients and insult them. In my specific case my phone is being judged and a discourage and degradation to my military plan (not eligible to offers send by the company). It is clear that the technology changes done in their network will affect hundreds (or even worst thousands or millions) of customers trough the US (and it is known by T-Mobile wish one is going to be affected) and the options and action speaks by themselves. It is not only irresponsible and insensitive this actions knowing the burden that customers are living through this Pandemic (Covid-19) and the company impose its will.
I invite the Engineering Department to visit my residence and make a transparent tests to the signals and technologies available at location. This is product of my lack of confidence by product of all this processes: less services after calls to Customer Services and changes made to the account, not on the phones.
In an analogy… there is this cruise company (T-Mobile), that makes an offer to the customers (all of us). In the round trip the captain (Customer Service) is fixing one part of a deck of the ship and one of the passengers (a customer, the backbone of the system) gets push into the water by the maintenance crew (Engineering Department). The passenger ask for help to the captain, the captain yields the customer “Do you have money for the rescue?” (the new phone) And don’t loose from perspective that the passenger was push by the maintenance crew, and also, depending on how much money the passenger is willing to pay (and already paid a full round trip) is the type of rescue that is going to get: a lifesaver or a boat with a specialize crew (a mediocre phone or a high end one, all already overpriced) in an overprice rescue (think about cruise services and how high you have to pay for it, specially medical ones).