WIFI Calling Preferences Being Forced to Cellular Preferred

I am breaking my promise. I am making one more post as a T-Mobile customer.

I am leaving T-Mobile for CREDO Mobile. I do this with regret. When I joined T-Mobile it supplied voice reliability through Wi-Fi calling. As long as my Wi-Fi was working, my phone used Wi-Fi calling with no problems. If I had any problem, T-Mobile Customer Care came up with the solution.

This all changed with a software upgrade two years ago. Wi-Fi calling became unreliable, and my voice quality suffered. It kept getting worse. I started losing calls.

Over the past months I have put a lot of effort into trying to get T-Mobile to fix the problem. Calls to customer care did not provide a solution, and a promised callback from technical support never happened.

A letter to customer care at headquarters resulted in a call from a customer care rep, but my cell phone quality was so bad we had to switch to my land line, and then to emails. Still no solution, although I was offered a discount on a new iPhone.

I then searched for T-Mobile USA management and found Callie Feld, executive vice president and chief customer experience officer. I sent her a letter detailing my experiences and asked for help. I waited a week and a half, then sent her another letter yesterday saying the wait was over, I was switching to CREDO.

T-Mobile customer care is the main face of T-Mobile to its customers, and it is the face they see when they have problems. When customer care fails to provide the needed support, T-Mobile looks bad. With this issue T-Mobile looks incompetent.

T-Mobile should be able to query its problem database to determine how many customers have this issue, how long they have experienced this issue, and the models of the phone that are having this issue. Customer care should be sharing this data with product support. They should be saying 'Albuquerque, we have a problem.'

So I will say it. Albuquerque, you have a problem.