Forum Discussion
Why is T-Mobile's customer support now so poor?
Customer support used to be great.
Now there is no live chat option. Only phone support. The hold times are outrageously long. When I do finally get to talk to a rep they are quite rude and uninterested in helping.
Also, the 5G coverage in my town is terrible. I get only one bar of reception.
I’m considering moving all 4 of my lines to another carrier.
you can also contact TMO via one of their social media platforms like Facebook/Twitter at the bottom of this page.
just send them a direct message..do not post on their main page.
Haz clic aquí.
When the page loads click on the 3 dots on the right and this will open.
This is what I see (when I’m logged into my FB account). That's really strange. This is what I get using Firefox.
Have you actually tried to message them? Will it let you message TMO without logging into FB?
It looks like you need to be signed into Facebook to messenger.
mssisd@tmo
Underhill wrote:
formercanuck wrote:
If you have a device and the T-Mobile app … you can use the contact us messaging feature (top right hand corner)
That chat function now seems to only go to the overseas customer support. They're always kind and enthusiastic, but they all seem to have absolutely no authority to do anything.
I miss the Local Team of Experts that now seem to be shut down.
T-Mobile has been pushing support to the Philippines for a few years now. I used to get 'Colorado team of experts' , and some actual knowledgable people in the Advanced Technical support group (former military communications ) now, it feels more like Advanced Technical support are the same group as 'Customer Care', and have little to no knowledge of even the 'advanced metrics' fields on TMobile Home internet devices. Ironically their 'Executive Response team' is no better … calling 3G RSCP an LTE reading.
Here is why it will get worse:
https://www.theverge.com/2023/8/24/23844278/t-mobile-layoffs-5000-workers-merger
Agreed. Seems most of the customer service is now in the Philippines. Staff there are ok, but aren't empowered to solve issues.
I have a current billing issue and after 3+ hours working with staff in the Philippines, I finally requested to speak to someone in the US. In the process of being transferred, the line was cut off - on TMo's side, I was on a landline.
contact them through either Facebook or Twitter. you start with tier 2 support. should be able to take care of it no problem.
Very Poor Customer Service. I HATE IT!! I too have been overcharged by T-Mobile. I was a 20+ year Sprint Customer and I have always had the Unlimited Plan. I have 4 Voice lines which should be included in my plan. T-Mobile has been charging me for 2 of the 4 lines. I have screenshots and a video of the Cost Detail T-Mobile page that indicates that all of my lines should be included in the plan. Yet T-Mobile is charging me additional fees for 2 of my 4 lines. I HAVE THE PROOF REGARDING MY PLAN which include screenshots and videos. CLASS ACTION LAWSUIT COMING!!!
In addition, T-Mobile claims that I am eligible for Legacy Discounts, however they can remove these discounts at their discretion without any notice to customers so this is why my bill fluctuates even though I have an UNLIMITED PLAN!!!
