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Returning Customer
T Mobile was my first cellular phone service provider in 2005 as 25 year old fresh out of the Navy where I had prepaid. Having no credit, T Mobile approved me for a flip phone(Motorola Razor) and a basic plan ( I’m not sure if smartphones were a thing yet), after 6 years of T Mobile I bounced around to eventually every carrier for the next 13 years. Having tried every carrier for atleast 2 or three years each, I recently saw an opportunity to come back to T Mobile(after 13 years). I am certain that T Mobile has always had the best customer service which only got better just like their selection of phones, additional perks included in their service( like AAA, Netflix, as well as discounts for everything; things that I actually use), and all for a price that doesn’t leave me feeling ripped off every month. Also, as a truck driver (18-wheeler) I can assure you that T Mobile has coverage area as good as any out there.Show lessymxb Dizzle
Time to part ways
t this company does is provide for consumers. In my home state, we have seen a significant decline in service both in the arena of support and infrastructure. My business and personal mobile service has suffered due to the latency, lack of adequate publicized service coverage, and technical resolutions. All the while my bill continues to creep up in administrative fees. Despite there being no changes to usage, no purchase, and no downloads. I’ve spoken with many technical support reps and had far too many service tickets open to address the reported issues. Unfortunately, nothing has changed. There is no benefit to being a long-term customer with this company. No perks, special exclusive offers. Just another dope funneling money consistently into the pockets of millionaires who can care less about the customers or the customer experience. But that’s the way of capitalism. At this point, I’m convinced that T-Mobile cannot offer customers solutions that are viable in my service area. I now understand why the number of T-Mobile wireless customers in my area continue to decline (per reported stats). I’m a firm believer in brand loyalty, but this level of loyalty has turned into abuse of my confidence and pocket. We shall soon part ways. It is a shame.Show lessHonest_Delivery
Love with Exceptions
I had AT&T for many years. I was unsatisfied with them, especially when it came to international travel. An IT guy who is a friend and travels internationally recommended T-Mobile. I’ve now had T-Mobile for 2 years. I was extremely happy with T-Mobile initially. I highly recommend them for folks traveling internationally. T-Mobile makes travel easy and seamless. They also have nice perks for customers. The 2 bugaboos that I have with them now are:
1. T-Mobile no longer offers a discount for autopay using any standard credit card.
2. I used to have good cell coverage both with AT&T and T-Mobile at Redwood Canyon Golf Course in the SF Bay Area. For the past year, the T-Mobile coverage there has been atrocious! I have no coverage indoors and 0-2 bars outdoors there. Everyone else with other carriers have decent coverage both indoors and out. We have complained to the T-Mobile helpline, we have complained to T-Mobile personnel that we see at public gatherings, we’ve complained in stores, but no one cares and no one’s doing anything about it. We want this fixed!! If T-Mobile ever hears us and fixes this issue, I will revise my review.Show lessisnuzn
Great app worth it for nearly all T-Mobile customers
This app is my go to app for account management. They helped me out of sticky situation two years ago when I needed an update to a phone that could do 5G since my old phone was still on 3G towers I was definitely on the wrong side of the digital service divide. They’ve been helpful the entire time I’ve been with them. Customer service when I do have an issue is always super help and actually care about fixing the problem whatever it might be. I’ve got 3 friends on my account with me and a total of 10 devices on my account connected in multiple time zones across state lines. Great way to keep track of all your stuff with the sync up trackers provided you keep the trackers charged up. Their internet is faster than the coaxial cable company internet connection my HOA has a bulk contract with. That’s saying something when it is outperforming a cable company.Show lessElectric unicorn
All they know is charging you
App has been frustrating/nearly useless since when joining. Now the real pain starts when I tried switching carriers cause I’m moving to a place where another competing carrier provides better service. Transfer PIN be found on app nor website. When I asked for help consumer service guided me to non existent pages. Seems like t mobile removed transfer PIN generation function out of both the app and website to make the carrier switching process as difficult as possible. Their customer services don’t even know they’ve removed it. I had to sit through customer service providing wrong solutions, transferring to their supervisor, supervisor provides another wrong solution, transferred to another department after waiting in queue for half an hour, repeat it. Pretty sad and upsetting this is how you deal with customer churn. Wasted hours, no exaggeration, of my life sitting there just to transfer carriers thanks to your incompetence. Simply ridiculousShow lesscharliekpeng
Two Decades of Satisfaction!!
I’ve been with T-Mobile for over 20 years. I started with their convenient Go Phone which made any immediate need for a phone or a number easily accessible and possible for anyone trying to work their way out of a disadvantaged situation, as I was. Call it trauma bonding, perhaps. But my appreciation of that stayed with me when I had gotten a job, thanks to having a working phone, and was ready to start my first two year contract. And I’ve had the same number the entire time. The app is truly a one stop solution to most reasons for using it. Generally I use it for bill payment. And you can even set up your own arranged payment installments, if you qualify and need some time. You can add or remove any additional features as well as shop for your next device or add a line to your contract . And during the pandemic, the T Mobile customer service team was very helpful and understanding of the situation and issues I was experiencing and worked with me every step of the way, easing my anxiety and assuring me of no service interruptions. I’m sure each persons experience is different. All I can say is they really made me feel valued and listened to when I really needed them to. That’s 5 star service in my book.Show lessThe Real Dharma Ghost
What can I say…
I’ve been with T-Mobile over 20 years. Left 2 or 3 time in between for like 2 years each time. I will say T-Mobile is better than the others like Sprint, AT&T, and most def Verizon. My issue with T-Mobile is their shady ways sometimes. I get more rude reps than I do the good. When I get the good, I most definitely keep my word and write T-Mobile to let them know what customer service rep has went out their way to make sure I was okay. How great of a job they done or try to do. And I do send info about the rude and don’t want to do their job reps as well. Far as the billing, another story. I can get the same network service if not better from Boost. Boost just don’t have insurance like T-Mobile does. That’s the main reason i keep dealing with them. If it’s not my granddaughter doing something with my phone it’s me that always sit my phone down or someone stealing it. I turn people phones in when they lose them, but no one do me the same. This time, I took a loss, all my moms pics were on their, a voicemail from her and she passed. The other things can be replaced. But not what was on there about her. So make sure y’all really take care of your phones, don’t sit them just anywhere, just don’t be careless as I was. Thanks for reading if you did and hope this helps someone.Show lessBleu420
Don’t use the messenger within the app
I tried the messenger within the app to ask customer service for a comparison on my current military plan vs the newer military versions of Go5G. It took this rep almost an hour to give me everything I didn’t ask for. I asked for the price comparison, benefit differences, data comparison, and so on. One link to the T-Mobile site shows a way to compare them but you have to find it through pages of searches. Too hard to find. On the app, it only compares your current plan with one other plan but tells you to co tact customer service. I decided to try it. It seems the reps are unable to show full comparisons also on their side or don’t know how to. Somehow this rep also misunderstood every time I asked for a price comparison with data, entertainment and so on and decides to send a screenshot of qualifications that need to be met with 4K capabilities. What the? In the end I told them I’ll just keep my current plan because it’s taking too long to get the info. They need to either train these people more or change the app to provide PDFs that show comparisons because this screenshot business is a mess. Also, the app needs to be updated to allow us to fully compare plans with pricing.Show lessYesdnyl99
Been a customer for 19 years and I do not like where T Mobile is going.
Changes are not user friendly. Your app is no longer beneficial to me. You took a great app and messed it up with overload of garbage. Your customer service is no longer the best due to you using other countries that calls for interpreter and unable to understand each other. What are you doing? Why are you ruining a good thing? Please get John back to clean up mess you are making. You need to talk to your customers. Listen and find out what is going on.
You no longer treat your customers as loyal customers. You don't listen. You are messing up things that were working just fine. Your internet should be the same across the board. Speaking of internet with phone and hot spot and tower. You claim I get unlimited high speed internet When it slows down after a certain amount of use. This is wrong. I have to call in every month to get the counter reset so I can use my internet. Why? Why? Why?
What are you doing? Who is running this show anymore. John listened and John made T-Mobile the best because he was interested in what the customer wanted. Not you. Whoever you are. You no longer care. So tell me, what puts you above the rest anymore? Why should we stay with TMobile after 19 years. Tell me. What is going on.Show lesskingdomkid_2
Excellent company but one change took away the 5th star
We’ve been customers of T-Mobile for a few years now. We’re on the plan for 55 plus. I liked the convenience and pricing after the competition kept raising fees. I also liked being able to use the international calling conveniences to and from the US.
However, T-Mobile is changing their auto pay policy and system, which I thoroughly disagree with. When companies get hacked so frequently and their customers account numbers, including social security numbers, and more get stolen, with the potential for customers identity stolen, bank accounts raided, etc, demanding bank account numbers and or debit card number information for the auto pay discount is “waving a red flag in front of a bull”—offering personal information to hackers.
I refuse to change from my credit card number information because it offers more security and protection. T-Mobile ( and parent Deutsche Telecom) should have conversations with credit card companies over fees —and go back to the credit cards and use a compromise amount of $10 vs the original $20, to make it better for both parties.Show lessImeldaM
