We’ve been on T-mobile home internet for over a year and for the most part it’s been a great service for rural internet compared to other options. There have been some occasional performance issues, generally due to periodic service issues & upgrades at specific towers and historically these have been resolved in a timely manner with reasonable expectation setting.
The last two months have been horrible and getting progressively worse by the day. At this point the connection is basically unusable. Just to give a picture of the performance range, I ran a speedtest just now and got 11M down (11:29 PM), an hour ago I got 0.27M down, which is what I experience during the working day. Three weeks ago I was getting 90M download speeds in off hours and for the past several months have been getting 28M - 45M during the day, which for me was stellar performance. It looks to me like the upgrades have been working, but there’s a problem that got introduced starting a couple months ago.
As I work from home I now have to call into meetings with my Verizon Cell phone and hope that I’ll see the screenshare my computer. A few weeks ago this was a disruption a couple times a day. Now the Home Internet is pretty much useless during productive hours in the day.
To top it off, the customer support has been abysmal and I’ve spent hours and hours going through the same troubleshooting steps that I know don’t work and then they give up and the problem isn’t resolved. Sometimes they escalate to engineering, but I never hear back and the ticket is summarily closed without solving the issue. This has been going on for a couple months and every time I call in the team is exceedingly appreciative and willing to take ownership, but there is not follow-through and trying to escalate is met with deflection. It’s just words, but no action. Horrible customer service and an insulting use of my time.
Anyone else have this issue?
