Forum Discussion
Current customer moving to area 12 miles away
We switched to T Mobile a year ago and have been happy with our phone and internet service.
Our circumstances have changed so we had to move 12 miles away from our original location.
We have been told there is no additional internet service available yet in that area due to over saturation.
I transferred the base unit to the new address and hard reset it and the internet worked well.
10 days later, the internet slowed to a crawl and I called T Mobile Tech. They said that since we are not supposed to be in this new area, we get bumped due to demand.
This would make sense if we had had poor internet service from the beginning but that was not the case.
Tech said they had enough signal and bandwidth for us to be on that network of towers, yet we are not allowed to transfer our service to this new location.
It seems counter intuitive to tell a CURRENT customer that they cannot accommodate a current customer in an area 12 miles away.
It also is a terrible strategy for retention given that T Mobile gave us lots of incentives to change from Verizon. Where is the ROI (return on investment there?
The frustrating part is I was told there was no one in the upper chain of command to appeal to.
Does this policy make sense to anyone out there, to say no to an existing customer?
I suspect that it isn’t so much of a strategy, then their deployment/support vs. sales.
This may be in part due to that their site hasn’t “yet” been configured for support of home internet devices (i.e. monitoring, traffic, backhaul, etc).
TBH, its most likely that they “can” run Home Internet, but if they have specific internal tooling for support and traffic, as well as backhaul volume, they’ll not ‘certify’ it for Home Internet use.
That does suck. I have seen back when 4G LTE home internet was deployed, having the ability to get it, and I did .. and tested it as well, then returned it (issues with Roku + Hulu live), and it wasn’t exactly ‘cheap’.
A year later, they promoted 5G home internet .. I tried it. It was awful - local tower was only 4G LTE, but I would pick up service from another tower. I returned it.
6 months later, $25/month deal - T-Mobile site now showed no home internet in my area.
Went to the local store - picked it up. Service was poor for ~3 months until they deployed 5g on it.
They’re actually selling a lot of these, and even increased the price.
