Hold Time

I hear ya. I'm on hold for over an hour and being tortured by the worst hold music i have ever heard!!! I am ready to switch to another company this is total BS!

A year later and hold times are even worse.  2 hours for a callback is ridiculous.  

I am on Hold Right Now for over one hour and thirty minutes with the exact same problem with not being able to use my phone after porting my number.  I hope this is not an indicator of what is to come.

last time i call, i was on hold for an hour.

im on the phone now and iam on hold for more than 20 minutes

I was just told 2 hours for a call back - no apparent easy chat contact - ended up poking around until I found the answers I needed, but my confidence in their customer service has been challenged. And here I am.

Another day, another "we will call you back in 2 hours" message.  I guess it is okay for the cliente to have to make themselves available when their phone rings sometime over the next couple of hours??  Total lack of respect for our time.  To answer the original question, I am sad to say based on my experience over the last MONTH of trying to just simply add a new line, you chose the wrong company.  They are now too big and overtaxed.  Customer service has gone completely out the window.  To be clear, it is NOT (generally) the techs answering the phones, they are trying… It's the management and executive team completely dropping the ball on providing resources to take care of the customers.  I don't want to hear that TMobile's release of the newest IPhone resulted in "unexpected call volumes.  ANYONE could predict there would be an increase and a good manager would have planned to have enough support on hand to cover the release OR maybe structured the rollout differently.  

I have spent well over 10 hours now of my time as a 7 year customer just trying to get a single phone line to work!  That is unacceptable.  The only reason I have not left is because I use my phone overseas and switching to another carrier would be painful at this moment.

magenta10477652 wrote:

I am a new customer and have issue with phone porting over...I have called in and have been on hold for over 2 hrs...Is this typical? If so I may have made a mistake signing up for their service.

Same here I was holding for more than an hour to get someone over seas trying to help me that I could barley understand. I told them to transfer me to someone in the US and they transferred me to the freaking main menu to start over. 

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!

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.