Question

Why not participate in the Affordable Connectivity Program (ACP)??

  • 11 March 2022
  • 9 replies
  • 916 views

Userlevel 1
Badge

I am a T-Mobile Home Internet user and was getting benefits from the EBB (Emergency Broadband Benefit) which ended this month. I was eligible to continue benefits under the new Affordable Connectivity Program (ACP) but then found out that T-Mobile has chosen NOT to participate in this new program. I am being told I need to switch my service to Metro or Assurance (which require a phone line to get Home Internet). I’m not interested in switching my accounts, but if I have to-  I won’t be going to one of their subsidiaries, I’ll move to AT&T or Verizon (both supporting their customers by participating in the ACP. 

WHY is T-Mobile not choosing to participate in the ACP?? 
Why is T-Mobile choosing to NOT support their customers in a time of need?  


9 replies

I just joined T-Mobile & I checked on their participation in the ACP & found this statement: https://investor.t-mobile.com/news-and-events/t-mobile-us-press-releases/press-release-details/2022/TMobile-Brings-the-Federal-Affordable-Connectivity-Program-to-More-Customers-with-FREE-Wireless-Service-at-Metro-by-TMobile/default.aspx .

 

Have you applied through the T-Mobile process & been denied? If so, maybe I won’t bother doing it myself.

Yes, it seems T-Mobile is only providing the ACP benefit through their sister/subsidiary companies Assurance Wireless and Metro by T-Mobile. I too don’t understand why they are refusing to provide the ACP benefit to customers directly with T-Mobile. They’re customer service team is also still uneducated and uninformed about the program and the fact that T-Mobile is not providing it to direct customers, which adds to the annoyance of the already lacking customer service provided by their representatives (Eunice & Stacy were mine). Seeking help from the customer service will lead to frustration, wasted time, and you getting nowhere. These exact same issues were prevalent in regard to the Emergency Broadband Benefit (EBB).

It is sketchy at the least and frankly stupid at best that T-Mobile is not providing this program’s benefit to its direct customers.

Verizon Wireless does however provide access to the ACP benefit for its Home Internet service to its direct customers, and once their service is available in my area, I will most definitely be switching. 

Do better, T-Mobile. This experience has been pathetic.

Yes, it seems T-Mobile is only providing the ACP benefit through their sister/subsidiary companies Assurance Wireless and Metro by T-Mobile. I too don’t understand why they are refusing to provide the ACP benefit to customers directly with T-Mobile. They’re customer service team is also still uneducated and uninformed about the program and the fact that T-Mobile is not providing it to direct customers, which adds to the annoyance of the already lacking customer service provided by their representatives (Eunice & Stacy were mine). Seeking help from the customer service will lead to frustration, wasted time, and you getting nowhere. These exact same issues were prevalent in regard to the Emergency Broadband Benefit (EBB).

It is sketchy at the least and frankly stupid at best that T-Mobile is not providing this program’s benefit to its direct customers.

Verizon Wireless does however provide access to the ACP benefit for its Home Internet service to its direct customers, and once their service is available in my area, I will most definitely be switching. 

Do better, T-Mobile. This experience has been pathetic.

I totally agree. My experience with T-Mobile has been far less than acceptable. I was told by 3 different reps of T-Mobile that they accepted the ACP but once I switched to them for service I was told by yet another CS rep that they do not. I was formerly with Xfinity who DOES accept ACP and was counting on that monthly discount when I switched to T-Mobile. I was told by yet another rep yesterday that “the government will not allow them to participate” which is obviously a lie. What I was told I was getting for a package deal was not what I got. There are 15,696 complaints filed with the Better Business Bureau (and there will be one more shortly) and I fully understand why - they do not care. I cannot recommend them for anything. As soon as my phone is paid for, I will be switching to a company that has integrity. 

Userlevel 1

I am a T-Mobile Home Internet user and was getting benefits from the EBB (Emergency Broadband Benefit) which ended this month. I was eligible to continue benefits under the new Affordable Connectivity Program (ACP) but then found out that T-Mobile has chosen NOT to participate in this new program. I am being told I need to switch my service to Metro or Assurance (which require a phone line to get Home Internet). I’m not interested in switching my accounts, but if I have to-  I won’t be going to one of their subsidiaries, I’ll move to AT&T or Verizon (both supporting their customers by participating in the ACP. 

WHY is T-Mobile not choosing to participate in the ACP?? 
Why is T-Mobile choosing to NOT support their customers in a time of need?  

I totally agree..T-mobile need to step it up and think about the customers first because im bout to step out

Userlevel 1

The ball is in your court T-Mobile..do something to help your customers #1

I totally agree with you. They also told me I would have to switch service to one of their sister companies to get ACP - because the government would not let them offer the service. True? Not. If I switch, I have to pay extra to get out of the program I’m currently in and cannot afford to at this time. As soon as this program is done, I will go with a more reputable company (T-Mobile has almost 16,000 complaints against them with the BBB) that cares more about their customers and will be honest enough to put the programs in writing so that the customer knows exactly what they are getting for the money instead of a lot of promises. Signing up with T-Mobile has been a nightmare and is still ongoing. They apparently wanted to get the One+ phone out so fast that they did not inform their agents and techs about it or give them proper training. I’ve had probIems with this phone since day 1and now have to travel 50 miles round trip to get it fixed or replaced. I could only recommend T-Mobile to someone I greatly dislike. 

Don’t take my word for it but it appears like Verizon’s home internet (direct competition) is accepting ACP. I don’t relish the idea of making the change but so far it looks like it’s worth considering. It’s easier for me since I have no coverage worries.

Fidium also accepts it. There are 20 internet companies that do accept it. Verizon is not available in my area. 

Never heard of them. Fibium is fiber which is usually problematic (permissions, etc.) for city apt dwellers and only available in 5 states. Not available here. I’m only referring to the cheapest most comprehensive wireless in direct competition with T-M intended strictly for home use.

Reply