Thank you for suggestion. However, I don't use social media. I never had a problem until late February/early March when T Mobile moved to only business customers getting their "dedicated team of experts". That level of customer service was a highly touted benefit when I switched to T Mobile. Trying to get anyone on the phone has been a nightmare. Customers have better things to do than wait on hold for hours. I think T Mobile is ok with customers hanging up in frustration. If not, then they should go back to the customer service of "dedicated experts" they promised to provide.
UPDATE: I called a retail store and was told that if you are not a business account holder, you no longer have your US based team of experts. T Mobile keeps taking away things they offered to customers to set T Mobile apart. Sadly, T Mobile is slowly taking those things away, often secretly, and customer care has become horrible or non-existent. Maybe time to change carriers.
I am having the same problem. I am on hold right now. We are supposed to have our own "dedicated team of experts" so that calls in different locations are routed to the same care team during certain hours. My team is is Maine. When I call, I get put on hold and calls don't get picked up. T Mobile sent me a text message last night saying they are going to change how credits are applied. I am trying to get clarification but nobody is picking up. Service used to be great. Now it is non-existent!! I don't even get the option to get a call back. I am tired of the "loop" of messages saying someone will be with me shortly. If this doesn't get better, I will be a former customer!
I have a Go5G plan so I know I will get it as those are highest tier plans. However, I was told this week by a T Mobile rep that ONLY Go5G plans will get it free. My issue is more the confusion around this that has not been publicly clarified by T Mobile. T Mobile signed an agreement with MLB but has not been forthcoming with details despite obvious confusion with customers. I received an email from MLB with details and then called T Mobile and there was no information available from T Mobile. The lack of transparency is extremely frustrating for me.
I have asked three different T-Mobile customer care reps and gotten three different answers regarding "qualifying plans". I guess we will have to wait and see, but it does seem like more and more restrictions are being placed on promised "benefits" i.e. Netflix is terrible now unless you upgrade from basic free version.
I was told that promotions that are in T Life are available to every one while T Mobile sends customers of plans that are eligible for certain promotions receive a text with a link to redeem that promotion.
I was told that since it is available through T Life App everyone who has the app will be able to get it. I got email from MLB saying it will be available beginning at 5 a.m. on March 26th until April 1st.
I have been having a similar issue. Mine started during the NFC Championship game last Sunday. My Gateway doesn't just slow down it disconnects from the network altogether. After many frustrating hours on the phone with T Mobile people, including supervisors, I have no resolution. I finally found out they were doing "maintainance" on "my tower", which is just across the river from where I live. My service was spotty while the "maintainance" was being done. Once it was completed, the disconnecting and re-connecting every few minutes started. Admittedly, I use a big chunk of data every month as I am disabled and use Alexas and Ring products to run and protect my home. When my internet is out, I can't even turn my lights on! I have explained this to T Mobile reps and some have said they would prioritize my data, but it just continues to get worse. I think the worst thing about all of this is the lack of transparency. Customers who call in with this slow speed issue should be informed of w
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