T-Mobile User Reviews

Summary: My husband and I have been with T-Mobile for years. Although I've had trouble with dropped calls and reception in the past, I've NEVER called to complain. I called for the first time last night as, for the past 8 weeks, I've been getting phone calls that are being dialed to a completely different number - people are calling me constantly telling me that I am calling them. Turns out, a number with a completely different area code (818, I'm 773), completely different exchange and completely different last 4 numbers is ringing my number when dialed. Needless to say, there are a lot of mad people calling me asking me why am I calling them when I'm not. I called T-Mobile customer service to explain the situation. The rep (Brian) said his records show that I only received 3 calls dialed to this number. I explained to him that I have received a lot more than 3 calls like this. He said "I only see 3". I requested a credit for the lost minutes and inconvenience and he said he can credit me one dollar and the only remedy is to issue me a new number. This is a problem for me, as I've used my number for business for years. I explained this to him and he was only willing to credit me one dollar. I explained that my husband and I are long-time customers and asked if T-Mobile valued this or was willing to lose us. He said "have a great night" and HE HUNG UP ON ME. Now, if I was being rude or belligerent, I could somewhat understand. However, I was completely calm and polite - and HE HUNG UP ON ME. I will NOT renew with T-Mobile and will NEVER use their services again. It is sad to say that I run into this type of behavior more and more in the service industries - people are not managed properly, do not take pride in their work and basically take their anger out on customers who are paying their salary! And they wonder why these jobs are moving overseas.

Cons: Allow non-account owner (member on family plan) to alter account;
Deceptive methods used with services;
Do not value long time customers

Summary: Two recent poor experiences:
1) My teenage daughter, while visiting a family member, sent and received over 700 text messages in three days. When asked about these, she said she had signed up for free text messaging. When I called T-Mobile, they told me she had signed up for web access. My daughter showed me the menu option in her phone, and it indeed displayed "Unlimited Messaging", but T-Mobile told me it meant "web access." Yes, my daughter should have received permission to make any changes, but regardless, T-Mobile refused to adjust the bill. Customer Service acknowledged that the phone menu displayed this text. When I suggested I would complain to the State Attorney General, they hung up on me.
2. An electronic payment was returned for a cell phone account held for over three years for an adult disabled son, due to our overlooking depositing a check in the bank. The paper bill showed the total amount, including the returned amount, due three weeks into the future, with no warning that the account would be suspended. However, they suspended phone service within 72 hours of the electronic payment being returned. Customer Service completely ignored our 100% on time payments made for the past three years, prior to this one incident.

Cons: Dropped Calls, No Reception, Bad Customer Service

Summary: Since I have moved to Chicago, I have no reception in my apartment. On the very rare days that I do have reception, my calls are constantly dropped, or my phone screen flashes "Call Not Allowed". I tried to terminate my plan and was told by a customer service agent that I couldn't because, according to their records, my area has excellent service. When I told her that I beg to differ she suggested I do what she does, and go outside to use my phone. When I explained to her that I have done this but I need to walk about 4 blocks (in Chicago winter weather) to receive a good signal, she basically said I was out of luck. Another agent said it wasn't the service but my phone, and they sent me a new one which hasn't helped the problem, but has prolonged my contract. Basically, every customer service agent has told me a different thing, and 98 percent of them are unhelpful and evasive.

I have no land line, and having a conversation on the phone in my home is a frustrating hassle with T-Mobile!

Cons: Lots of dropped calls, horrible customer service, will turn off your service for non-payment if you are less than 72 hours late on your bill which happened to me. Bill was due on the 21st, but my check didn't reach them on time, phone was shut off on the early a.m. of the 24th without even a warning! Customer service said, "You are an adult, we don't send warnings!". I just wish I didn't have their service, it's the worst ever. I will be looking for a new provider. Plus, 911 didn't work one time

Summary: Really consider your options before committing to a plan such as this.

Cons: Variety of phones

Summary: I have had the best experiences dealing with customer service, they are always helpful! The calling plans are more affordable and more extensive than other companies that I research before joining. I have a great phone, I just wished there were a few more choices. But the my faves compatibility with the phones are understandable when it comes to selection!

Cons: Calls being droped no signal.

Summary: We are having a lot of problems with calls being droped. Have no signal on the phones. I have called customer service many times and all I receive is the run around saying to turn my phone off everyday so things reset and that they need to check the towers. I was also told that I needed to purchase a newer updated phone when mine isn't even a year old. All they ever did for us if they did was to give us 100 extra minutes when we don't even use all of the minutes that we have. They could offer credits on the bills to try to please the customers. I am glad that my contract is up in a month. I would never recommend them to anyone.

Cons: no service in my home, dropped calls, poor customer service

Summary: While talking to t-mobiles (non) customer service about dropped calls and poor coverage the person talking to us got mad and hung up on us. Nice way to help their customers with problems.

Cons: terrible customer service-- representatives are unknowledgeable, systems are constantly down, totally unprofessional. Constantly experiencing dropped calls, poor reception, and the phone doesn't always work!

Summary: I had my phone stolen and international calls were made out immediately. I called to report my phone stolen, and never once was I told that they needed verbal authorization to suspend my phone line. Being a new customer, and with TMOBILEs reputation for having great customer service, I assumed that was a good indication. However, two more international phone calls were made after. I called to ask what could be done, and the representative told me they could credit my account and I had nothing to worry about, and apologized for not being properly informed about their policies. A month after, I come to find my bill to be over two hundred dollars because they never credited my account. I called to ask if the bill was accurate, and the representative told me that I had to speak to the representative from the month prior to get it resolved. I waited for the call, missed it, and it was on my voicemail when I was informed that they were taking back the credit because of policy-- never once telling me! I called later on, and they could not find my bill in the system, told me they would call back, but never did, I talked to about 4 other representatives and all things said were inconsistent. Finally, one customer service rep. credited my account at 12:15 am, in less than 10 minutes. I spent the entire day trying to get it fixed, and it all could have been avoided if it was done properly the first time. JUST DON'T DO IT!!!

Cons: Individual plans do not come with free Mobile2mobile

Summary: T-Mobile is the best, every year their network keeps getting better and better. I have been with them since the voicestream days, they will help you out in whatever you need and the network is very realible.

Cons: Signal is poor in many areas. Need more towers built in southern Minnesota.

Summary: I have had this plan for well over a year and have never had any problems with anything. The customer Serives is great and if you need to speak to a service tec for anything they will call you so that you don't have to sit on hold.