Question

Tmobile service disaster after merge

  • 18 August 2021
  • 23 replies
  • 7840 views

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Ever since tmobile started switching over to 5G and merged with sprint the service is absolutely terrible. These days it'll say I have 5 bars with 5G and I can't load up anything. I generally keep my phone on LTE in order for it to be usable but it's still super slow. It's not just in new areas either, I've had tmobile for 10+ years and places that used to be great won't even load up a snap chat properly anymore let alone something high speed worthy.

My friends and family that have tmobile are all considering switching, most likely to Verizon, and I'm trying to hold out but man is it getting hard. When exactly will tmobile get through these "growing pains?"


23 replies

Userlevel 6
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Sounds like your phone is stuck on band-71 5G. It’s unfortunate that T-Mobile needed to “win the race” to get “Nationwide 5G” because customers assumed that “5G” would always be faster.

For my part, I’m often “roaming” Sprint’s LTE network, which give me about 2-3 Mbps, whereas if I’m on the T-Mobile 5G network I’ll get 30+ Mbps.

Where are you located and what phone are you using?

Userlevel 6
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also were you on the Sprint side prior to the merger or the TMO side?

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Tmobile, been with them for years and never had any problems until they started going to 5G and merged with sprint.

Also yea I can be struggling to load up nearly anything and I'll open my speed test app and it tells me I'm getting like 60 download and like 15 upload, which if I was then I shouldn't have any problems loading. Sometimes it will accurately reflect like 2-3 mbps but a lot of times it shows that I should be running at normal or even good speeds

Userlevel 6
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I dont think they were fully prepared or expected the type of hammering their network was about to get when they dumped a few million extra people onto it from the Sprint side. never had 5G in my area with Sprint but now that we can jump between Sprint and TMO I Have 5G...personally in my areas I stick to 4G instead since its more stable. i check here and there to see if its improved or not. that day comes and I’ll switch back.

 

in the areas that have had 5G upgrades the speeds I pulled in were pretty fast..for the more remote smaller town type areas their 5G isnt going to be up to par for a while.

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Yea I tend to keep mine on the LTE but I like to try 5G whenever possible but I'm right in Detroit so I wouldn't think it to be so unreliable in such a major city

Userlevel 6
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well..I mean...it IS Detroit after all lol

 

 

kidding.

I moved my service from Sprint to TMobile to take advantage of a promotional plan for new phone.  The customer service representative I worked with absolutely screwed it up, creating a new account instead of transferring my old account.  At the time I questioned this but was assured this is how it works.  It took 5 days and hours on the phone resolving this and reassurances that I would still get the promised promotion.  The bill came and now T mobile will not give us the credit we were promised because it is a new account.  
 

I called customer service today and talked to Dan.  He was no help and would not escalate or help resolve the issue.  I am so mad.  I just need someone at TMobile who can help me resolve this issue.    This transition has been the worse customer service experience I have ever experienced.

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Yea I have a Galaxy s20 ultra which should be able to use any tmobile 5G services and I live near and work in Detroit so you'd think in a major city I would get better service. I tend to keep mine on LTE because it's speeds are more consistent. Does anyone have a guess of how long until tmobiles 5G will have consistent speeds? Also yea even when I can't get google to load, the speed test says I got 60+ download and 15 ish upload as well.

Userlevel 6
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figure it took Sprint a couple years to deploy their LTE and upgrade their towers for the most part..not really sure of all the new equipment put onto their towers what can or cant be used for the TMO side of things (do they have to replace it all or just replace out certain things etc). not to mention does TMO have the equipment needed to finish out said upgrades or have they been hit as well with shortages equipment wise? we wont hear any of that unless its through a 3rd party group that has the internal scoop

Userlevel 5
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Since you have a Samsung, you could try to disable n71 5g, and leave n41 5g  enabled.   I've done this on the A32, and it fixes the problem of SA n71 (and NSA n71 5g) Clinging on.  N41 range won't  be great, but capacity will make up for it .

Tmobile, been with them for years and never had any problems until they started going to 5G and merged with sprint.

Also yea I can be struggling to load up nearly anything and I'll open my speed test app and it tells me I'm getting like 60 download and like 15 upload, which if I was then I shouldn't have any problems loading. Sometimes it will accurately reflect like 2-3 mbps but a lot of times it shows that I should be running at normal or even good speeds

Yes very often speed tests show great speed, but shutter even on simple internet radio, t-mobile must throttle certain data packages like they throttle HD video, what the hell is this garbage company.

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Same.  Over last 5-6 months (we are now in oct of 2021) tmo in Houston parks me on band 66… which seems to be an idle channel.  Phone is connected but gets zero throughput (usually happens after several minutes without actively being  used). Have to then toggle airplane mode to get it to log onto diff band.  Terrible. Also considering switching.  Using iPhone 11 Pro Max here.    Customer service reps are soo nice but completely lacking in technical knowledge. 

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I wish they made it easier to get in touch with actual technicians … network specialists. I feel (and this irks me if it is actually the case) that it’s probably some oversight on their part (setting or whatever) that is being overlooked and not picked up by their system monitoring.  

Userlevel 5
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Same.  Over last 5-6 months (we are now in oct of 2021) tmo in Houston parks me on band 66… which seems to be an idle channel.  Phone is connected but gets zero throughput (usually happens after several minutes without actively being  used). Have to then toggle airplane mode to get it to log onto diff band.  Terrible. Also considering switching.  Using iPhone 11 Pro Max here.    Customer service reps are soo nice but completely lacking in technical knowledge. 


Sad, but true.  If you had something other than an iphone, there's a good chance that you could switch to different bands.  Hopefully TMobile will improve service in your area

What happening with T-Mobile ugh , I think since the merge my phone became soooo sllllowwww …!!!! Even when I just need to go look at a shopping page it’s sooo slooooooowwwwww to load …. even when my data rolled over it’s sooooo slllloooowww . I’m pretty sure I’m not the only one experiencing this .. I’m thinking moving to another carrier .. I really like t mobile but their speed now feels like Metro PCs … pls t mobile do something about it !!! 

Userlevel 7
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We used to get a lot of N2 for 5G in Hampton, VA but every test I have done over the past couple of months, has been N71.  Increased speeds, lower latency, and better coverage with my OnePlus 8T+ 5G is what I get as a result to the rollout of N71 here.  

Device performance can greatly vary by device.  I know Samsung has had a lot of issues with their firmware over the past couple of years, which also includes the radio firmware.  These issues aren’t limited to T-Mobile, as they affect every carrier here in North America and potentially globally.  If it’s a BYOD, then try deleting your APN settings and recreating the APN and make sure your device is set to 2G/3G/4G LTE/5G.

This has been the worst experience! I have lost so much time just trying to get my answering service to work! My customers are getting a message saying their call did not go through. I used to have a professional message that worked great, and then the voicemail would be transcribed and sent to me via gmail. But none of that works anymore. I tried to find a solution on the T-Mobile website, and that told me to download a Visual Voicemail app. But once again that didn’t work! I tried re-recording my message via the 611 number, as they only had an old message on file, it recorded my new message, but then when I tested a call going to voicemail, the new message still didn’t play, just goes to the non-working number message again. So I call support, and waited almost 30 minutes for a rep to answer my call. And of course they are a trained rep who isn’t in my country. I absolutely hate being routed to some off-shore representative. Why are they so greedy that they can’t pay United States reps to take  calls from their US customers??? Oh yes, money, and more money, they have no problems taking my money that connection seems to be working automatically each month.

Userlevel 7
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Prepaid service gets routed to call centers overseas to save money.  Most of the time, Postpaid customers will receive a representative from a call center within the lower 48.  

Userlevel 5
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I must be on their bad list.  90% of the time I get overseas.

Userlevel 7
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I must be on their bad list.  90% of the time I get overseas.

If I have to call, 7AM ET through to noon ET has always gotten me call centered in either Augusta, GA or Tennessee.  

Userlevel 5
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Typically,  if it's technical support, and after 3pm Pacific, I get the Phillipines.   If it's customer care, I'll get Colorado  Springs.

Ever since tmobile started switching over to 5G and merged with sprint the service is absolutely terrible. These days it'll say I have 5 bars with 5G and I can't load up anything. I generally keep my phone on LTE in order for it to be usable but it's still super slow. It's not just in new areas either, I've had tmobile for 10+ years and places that used to be great won't even load up a snap chat properly anymore let alone something high speed worthy.

My friends and family that have tmobile are all considering switching, most likely to Verizon, and I'm trying to hold out but man is it getting hard. When exactly will tmobile get through these "growing pains?"

Same. I've lived at the same address and had tmo for over 5 years. Since the merger and added 5g, I can't get a website to pull up unless I'm on my wifi. This is new because coverage use to be great here. Data was actually faster than Verizon with whom I left for tmo. I have the z fold, my wife has the z flip and neither of us get data around town. I switch the 5g off and occasionally the 4g works. "Occasionally". Even when it does, it's so slow loading pages. $2000 dollar phones that don't work unless on wifi. Guess I'll try att

Userlevel 5
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I’d recommend filing a trouble ticket with T-Mobile.  It will take a root canal to get to ‘Advanced Technical Support’ that might be able to assist properly.  The ‘technical team of experts’ are typically ‘billing support’ and will ask you to ‘power cycle’ - get any OS updates, network reset, change SIM card , and they’ll “perform a network refresh” from their side 🙄 before attempting to transfer you to advanced technical support (i.e. those that know where the towers are, frequencies, and can tell you what’s going on).  

Often, customer care might offer credit , but can’t do anything.

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