Forum Discussion
Customer service is almost as bad as actual phone service
Having switched from Verizon Wireless to T-Mobile about 20 months ago, I have regretted the decision almost from Day 1. I did it for the lower monthly payments, and those have come true. However, they have come with quite a cost…..about half the time my phone literally will not dial out. I'll "hit" a contact to make a call, and then I'll be greeted by stone silence. There's no ringing, dialing, etc. After waiting a while, I hang up -- which takes about 10 to 12 seconds -- and hit "redial." Then, the call usually starts dialing and goes through.
That would be bad enough, but far too often when I'm able to complete a phone call it disconnects mid-sentence. For no apparent reason, the call just drops. These problems -- both the failure to dial out and the dropping of calls -- have no pattern. They happen at home and when I'm driving, and they happen at all times of day. No, the local "tower" is not having issues. It is not an "outage" problem. It's a system problem that seems to impact Android users more than Apple users.
As a "solution" to my problems, Tech Support switched me from the promotional Galaxy A12 to the REVVL 6 Pro 5G. Now, my problems remain the same; nothing has improved. Amazingly, the local T-Mobile store employee confided to me that the REVVL is crap. ¡Gracias T-Mobile!
So, to recap, my problem with T-Mobile has nothing to do with special apps, features or promotions -- all the gimmicky stuff found on T-Mobile Tuesdays. My problem with them is that they just don't provide basic telephone service. Is anyone else in this same boat?! Is there a special place in hell for T-Mobile executives who certainly are aware of this problem and are content to not fix it? I guess time will tell.
T-Mobile's service is been VERY bad for me. Often times I'm unable to make phone calls, send text messages, receive text messages, or use the internet.
I've spent countless hours on the phone trying to find a solution with tmobile reps. They are usually kind, but due to utilizing a network with poor signal, are unable to offer any solutions that address the problem.
Eventually I was offered a cell spot to use in my home (where I frequently have no service). I thought this would absolutely solve my issues as my 1gb/s internet is being utilized to create a signal... turns out all of the same issues occur. Yes I have wifi calling turned off. Yes I've turned off 5g. Yes I've tried resetting my bands. Yes I've tried turning on airplane mode and back off. Yes I've reset my phone... and to be honest I do this almost daily. There is no solution that I've found to get access to the T-Mobile network with any respectable level of consistency. When I need it to work, most often times it does not.
My analysis: their network costs less because it's inferior.
I'm concerned going back to Verizon will not yield the same level or service I had before because I will be a 'new' customer and deprioritized (price will also be drastically higher). Hope internet ISPs don't jack up prices soon because I'm 100% reliant on wifi at my home to work and communicate with other people.
I'm so distressed I made the decision to switch to T-Mobile. It has caused me issues multiple times/day professionally and personally. For example, right now I'm not able to recieve text messages from family members about a trip to see someone whose spouse recently passed away. To say I'm very angry with my decision is absolutely the nicest way to put it.
Don't pay attention to the ads, if you have cell phone service that works more than 50% of the time, keep what you have. If not, you'll end up another sad t mobile story like us.
Welcome.to TMobile. Coverage and support have been TMobiles nemesis. They still are somewhat lower cost, and have typically higher speeds, but it doesn't matter much where service doesn't exist.
As far as service goes, it really varies by location. TMobile has worked primarily on its urban areas where the vast majority of its customers are. In the city, service is very good. In rural, not nearly as good.
I just switched from Verizon 3 months ago. I can't believe that in 2023 that my cell service is almost nonexistent. Forget actually being able to go on any website such as Facebook and actually open anything. It seriously just boggles my mind that a company, that I would have considered either #1 or #2 can have such crappy service. Sometimes I can't even make a call, which by the way,is the reason for having a cell phone. The difference between this and my Verizon is night and day. I have made numerous contacts with T-Mobile both in the store and by phone and nothing has helped. Each time I am given a different reason for the problem and a different timeline of when it will get better. The stories don't even match. I live in the city, not way out in the country or the mountains. They show you that big beautiful colored coverage map but it simply isn't true. The latest reason I was given is that I'm in a "known dead zone" then why would you sell me service. 'I have never been so unhappy with a choice. I also for the first time, made the decision to trade in a phone, which of course comes with a discount if you are with them for 2 years. Unfortunately I'm going to have to, as they say, bite the big one and pay the balance and switch phone service. I'm supposed to have 5G and seriously can't even get 3G. Literally no service more than 70% of the time. I'm in the medical field and if I did my job as bad as T-Mobile ii would not longer have a job. There was only 1 time in 14 years with Verizon that I had a problem with service and in just 1 location. Shame on you.
The phone service has suddenly become unreliable and patchy at best. Most times I have no service. This started in the beginning of December . I've spent countless hours on the phone w/ customer care and tech, but no one seems to know what is going on; I keep getting different information, and sadly customer care is not what it sue to be… My situation was escalated to the senior executive specialist, but he could not even get through my number to call, couldn't even leave a message, due to the poor phone service provided by his company… I wonder how many calls I'm not getting… I did however get an email form the executive, only to learn, he could not understand what was happening, and sadly could not offer me any other advice or support; I've been w/ T-Mobile for over 18 years and never had any problem, but obviously something has seriously changed and ALL calls are either dropped or never received. SO FRUSTRATING! And the executive to have no ideas for a solution is pretty troubling.
formercanuck wrote:
fubar wrote:
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I've been often given the "you should find another provider" speech often by TMobile execs after many escalations. It seems that for some areas, they'll pay you off to leave, rather than fix the issue.
They offered to do that and I declined. They refused to provide any kind of paper trail or other tangible proof of the transaction after it was done. That would have left me completely exposed for T-Mobile to ruin my credit rating claiming I hadn't paid for the phone. It was a risk I didn't want to take.
My situation vis-a-vis T-Mobile is not my first rodeo with an unscrupulous and incompetent service provider (looking at you Comcast).
T-Mobile is pretty much still an urban carrier. Sure, it has expanded into smaller towns, but outside of
- Escuelas
- Compras
- Interstate/Highways
- Some government buildings
Service is more ‘fringe’ than AT&T/Verizon in many areas.
Yep. I live between Portland and Beaverton, OR. My cell service is non-existent without the 4G CellSpot in my living room. If I go out to the end of my driveway, I don't even have enough service to make a phone call.
I have to drive maybe ½ mi away to get enough service to make a phone call.
As long as my internet stays up, everything is fine. However, if the power goes out the internet goes out and I have to get in my car, drive ½ mi away (back toward Portland) to get enough service to report the outage to the power company.
TMO must get a cut rate at the contract agency where they hire their customer support people. They're all long on big smiles and happy horseshit but NONE of them are worth the oxygen they consume in terms of providing any kind of customer service.
If you escalate past the front-line service people, you're usually connected by some other 'droid who thinks he's God's gift to the universe and "why are you bothering me with your petty problems anyway". This person will to his damnedest to just piss you off so that you hang up or send the call back to a front line person (who is completely clueless so you have to start over at the beginning of the story).
They know what is going on! Do not let them fool you on customer service, when they say "oh the coverage works perfectly in your area". Uh, no it does not because we are all experiencing dropped calls, no service, missed calls straight to voicemail. I just wrote another post. I am frustrated to no end. Sprint was always reliable. TMBILE THE WORST.
Whiskers007 wrote:
They know what is going on! Do not let them fool you on customer service, when they say "oh the coverage works perfectly in your area".
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The first- & second-line people only say "I'm sorry for the inconvenience"...no admission of any kind of problem at all. The "executive response team" member admitted they knew all about the coverage issues in my zip code and that they weren’t going to do anything about it. S/he advised me to find another carrier.
They mumbled something about a "comprehensive coverage survey" and the survey team would be contacting me. Crickets of course.
I've paid off my phones and, after New Years', I'm going to start auditioning new carriers. A couple of the MVNOs for ATT & Verizon have "try before sign up" offers. I'm going to try those first. My phones need to be carrier unlocked before I can do any of this.
I’m only taking T-Mobile’s advice...
Customer Care and the service.for me and those on my account has been nothing short of awesome! If you aren't happy with the service or support. You can always switch. No carrier covers 100% and all of the carriers combined don't even come close to covering 100% of the entire United States.
