Not able to cancel t-mobile home internet nor turn in router anywhere.

Well, here is my nightmare I’ll try and keep it short. 2/23/23 T-Mobile had a nationwide outage.

I lost my connection. My cellphone is to a different company. I was able to get through tech support. Then I was told everyone was down. OK. 2 days later is where they came back, then my router decided it was time to go on the fritz.

I turn it on and it cuts in 10 seconds. Lots of times I tried to turn it on. Finally, called T-Mobile. Jump through the hoops. Finally, Router is no good we will send you another one. They talk me to take the simm card out and it would be used on the next one. So, I had to wrap up the router and march it down to the UPS Store to send it back. Very inconvenient, as I have medical issues with my lower limbs, but I was warned I had X number of days to return the router or I'd have to pay $150.

OK. This was Thursday, so 2 day delivery turned into 4 days delivery. Monday, I go the new router. I have to replace the simm card with the old simm card. Um, no you can't do that.

Apparently, the Chinese have devised the simm card assembly system to not accept a new simm card, by not letting anyone, but a highly trained tech with tools and equipment to be able to replace the card.

So, that router was now no good. I have to send it back. I get the next router it has no simm card, but as I explained the simm card cannot be replace. This router has to go back. They send me another router. Now I'm wondering why they just use software and switchover or something? They are not wrappin their heads around my being unable to replace the simm card.

This this third time, I have to walk these routers to return it. Only this time I got an idea. Now when I return these routers I don't have any router at all. So, I got smart. I went and bought a new router, period. I had two no good routers because of two day delivery. As soon as I called in the router was bad they sent out a new one. The new came before I returned the old one, so now I how two router that are useless.

Went through it all over again. Just like I was doing it for the first time. I got the router home and I am got back on line. But, in the back of my mind I am thinking 3 card Monte. 

Now I have only 1 router, one account, and it was up to them to get everything correct, and it looked like they did. I was billed the correct amount on the bill. Then a funny thing happened.

I could no longer get into my online account. When I called that in, I was told no one who had an account before the outage was able to access their account, and T-Mobile themselves were locked out too!

OK, I am able to use the internet again. A month later, I get a bill $150 dollars!! I called and spent around 2 hours on the phone, and I was assured they showed the error and it would be corrected.

I was told, as they has already taken the money, I'd have to wait a billing cycle, to the next month to get a refund. Me, I'm thinking yeah right. OK, so I didn't report it right away to my bank thinking T-Mobile will do the right thing and return money I did not authorize them to take.

Next billing period comes, no return refund. I immediate call my bank and reported it. Now apparent T-Mobile is disputing that they are owed the money. I had everything, documents, times of call, the recurring charge amounts, over the previous months I was paying until they decided they'd take more than they were authorized.

So, the bank gave me the money back, but I'm not trusting that. I provided proof, but I cannot account that their interpretation of things correctly. At no time, has T-Mobile told me anything about why the $150 was taken, even after I filed a credit card complaint. It has just this month, gone back to the normal $50 dollars a month it is supposed to be.

I am connected now via a competitor's service. I am sure the bank will not support me and will take the money back as it is the nature of the beast. T-Mobile service has been terminated. I am here to cancel and return their router. Service was great when it worked.

Regards to trying to return the router, that is what I did when it ceased to work, that is when I found out they only output, and do not help with anything regarding a problems.

The tech support was Philippine and was pleasant and attentive. I was fortunate on the night of the outage to actually speak to an American technician. I learned a lot, it actually is rare to talk to an American support person. I usually get Southeast Asians.