Complain about a product or service

T-Mobile - Network Problems

samantha of woodstock, GA November 14, 2009

7 years with t-mobile, service drops, network drops for hours you can not even call 911, trying to upgrade phone, no discount, try calling customer a lot of low class people working there, trying to escalate the complaint to corporate, hopefully you don't get Stephani the worse customer service for the CEO ever, I think t-mobile pays her to be impolite and scare customer away, in simple words, the cheap things cost more at the end. t mobile piece of crap.

They never give you a decent phone for little money and their plants are crappy. hopefully everyone has money to pay for better service than them, I don't know how they have number 1 customer satisfaction when they are cheap, low class and mean. Never ever again!!!!

V. of Brooklyn, NY November 10, 2009

T-Mobile obviously has no qualms with inconveniencing customers while being unjustly enriched. I pay for my service and apparently T-Mobile does not care when they don't deliver. I've been with T-Mobile for five years. I purchased the 8320 full price last year but it soon had some issues and I had it replaced for 125 with Asurion Insurance. All was well until September 2009 when the phone would go from "edge" to "SOS" and rarely to "EDGE." From 09/13 - 09/19 my phone would not begin working until 6 p.m. and then off and on with a "insert sim-card" message. Afterwards I had to "catch" the signal on EDGE to make calls.

The nationwide outage T-Mobile customers endured on Tues 11/03/09 - no incoming/outgoing calls/texts has been a DAILY occurrence for me for hours on end with T-Mobile. I notified Customer Care all the way, and purchased two new sim cards to no avail. Obviously, the phone was the issue. However, while 3 Asurion reps agreed I was still under extended warranty and my phone should be replaced, T-Mobile refused. The Asurion rep even told the T-Mobile rep to go to "streamline" and she would see the warranty information. She then agreed but decided I should be passed off to RIM for troubleshooting. RIM sent me back to T-Mobile where I troubleshooted for 3 hours, (Great rep Miguel) but the instructions left me with a "507 error" and blank white screen. The only option I was given was a new 2 year contract and a 8320 for 79.99 (Jacob # 3828188). I mean these people heard me using a friends phone for 3 hours until she had to take it back. I have a toddler and had no home phone.

While I've had a few dropped calls/reception issues with my phone throughout the years I didn't see a reason to sever ties until now. My contract will be up in a week and I've continued paying 84.00 w/o the benefit of using it. I reported this to the FCC on September 20 2009. On November 6 2009, "Theresa" from Customer Relations called about my FCC report and asked me to provide PROOF of my Blackberry purchase in the the form of a receipt from T-Mobile. This was a upgrade purchase from the 800 Customer Service number which of course does not provide receipts. Another representative Barbara, stated that that servers go down and nothing is 100%. I've worked in a bank and servers have gone down, but we still have to service customers even if it means doing so MANUALLY. T-Mobile obviously has no qualms with inconveniencing customers while being unjustly enriched. I pay for my service and apparently T-Mobile does not care when they don't deliver. I'm completely done with this service.

Brenda of Laredo, TX November 6, 2009

I have been a costumer of T-Mobile for the past 5 years and never had as many problems as I have had in the past 2 months. For the past 2 months I have had terrible service on my phone. My calls are constantly lost, my internet does not connect, and my messages are being sent. I have basically been paying my bill for nothing.

I have called the customer service line over 4 times and have not been helped. They continue to argue with me and insist that it is an issue they are having with Sidekicks. I have 3 other lines with T-Mobile, which are not Sidekicks and the problem is the same with all the phones.

I do not understand how they expect me to be happy with being credited 20 on a bill of almost 200 a month. This is ridiculous, and I hope the service improves soon. Otherwise, I will disconnect all 4 lines.

Lillian of San Diego, CA October 30, 2009

Since moving to San Diego in March 2009, I haven't been able to receive any cellular reception at work and only spotty reception at home. I called T-Mobile Customer Service several times about this issue and was told an engineer would be sent out to my workplace to determine if cellular service and towers are available. I also visited the nearest T-Mobile retail store to discuss my issue and find solutions to resolve it. The manager said I could cancel my service since I wasn't able to receive cellular service at work and constantly dropped calls at home, but they needed to send out an engineer to confirm that there isn't cellular service at my workplace and surrounding area before I could cancel.

The engineer confirmed no service in July and also said there are no plans to install cellular towers in that area. I returned to the retail store to see if I could cancel my service. Another rep assisted me and listened to the engineer's voicemail on my phone. She proceeded to call T-Mobile Customer Service to request cancellation of my account. The Customer Service rep over the phone argued with the retail rep and nothing got resolved. The retail rep was told I couldn't cancel my service without paying the required ETF but would log everything that has been happening with my account since March.

After calling Customer Service one more time and without any resolution to my problem, I sent a letter in September to Complaints/Customer Service in New Mexico asking if I could cancel my account without paying the ETF due to all the problems I've been having. Without any word from them, my account was abruptly cancelled on October 10th so I thought T-Mobile agreed to cancel my account without charging me the ETF since I only had six months left.

Two weeks later I received a final bill with the ETF of 200 and one month's charges on it. I called Customer Service to find out what happened. The rep barely listened to me and basically argued that T-Mobile was correct and all they could do is reactivate my account. I could barely get in a word because the rep continued to talk while I tried to explain my situation. I finally had to hang up because it was clear the rep was trained not to let anyone out of the ETF no matter how bad service is. I was prepared to pay the remaining 6 months of ETF charges but not to have my service cancelled without notice and then receive a ridiculously high bill. 200 ETF and one month's phone charges.

I have been a T-Mobile customer for more than 5 years and in my opinion, customer service over the phone and in New Mexico is horrible. This company does not care about its customers and really does rob their customers. I hope this company loses the ETF lawsuit against it and many more customers.

Natalia of Yonkers, NY October 27, 2009

On July 2008 I bought two cell phones from t-mobile one is Samsung Beat and the other a Nokia 5310. Both of the phones are defective. I used the one year warranty to return the phones to get new phones but, I still have the same problems with the phones and the warranty has now expired and right now I am stuck with two defective phones. The problems with the phones are: They drop calls, the Samsung Beat freezes up while dialing, both phones have poor reception (if people call I can't hear them or they can't hear me) &, the nokia 5310 shuts of on it's own. What I would like to know wouldn't this be a breach of contract on their part or business practice unethical? I notice that if I don't pay the phone bill on time t-mobile starts hounding me to pay the bill but when it comes to t-mobile to fulfill their part of the contract by providing good service all I get is the run around or excuses. I have been dealing with this for over one year and I would like the contract terminated. I am paying over one hundred dollars a month in phone bills and still getting poor phone service.

I spoke with Jason from T-mobile and this was the offer: He insist that I keep one phone-line and terminate the other which does not make any sense because I will be having the same problems except it will be with one phone . He also said that he will exchange the phones but that does not make any sense either because they would be the same brand and I already did an exchange. I don't want another set of phones that are malfunctioning. He also said that I could get different brands of phones but that would be an extension of the contract. I do not want an extension of the contract and I would have to pay extra to get these new phones. If I want to terminate both phones it would be 400 or 200 each. I should not have to pay to get new phones or to terminate the contract when it's obvious that T-Mobile is at fault. That is unethical business practice the only one benefiting from this is T-Mobile. Why should I continue to pay for poor service?

I want to be released from the contract. I already paid for over one year of poor service and I am tired of having the same conversation with T-Mobile and if they don't want to hear from me any more or they want this to go away then they should release from the contract. What T-Mobile is doing is unscrupulous

Jose of brooklyn , NY October 17, 2009

My complaint is with T-Mobile. I have not had a phone for 3 weeks now. On September 28, 2009 T-Mobile service went out world wide. They failed to let customers know what is going on. On friday October 2, 2009 i recieved a new phone due to my current phone being damaged due to software problems. T-Mobile did not contact me to let me know that if i take out my battery and sim card that it will erase everything i have on my phone. I have been on the phone with t-mobile for 3 weeks now and they are only telling me is to wait and they will give me credit.

The thing is that my contract ends in november 20th and i asked them since i have only a month left and i have no service and no contacts i will give my two months pay for the service if they can cancel my contract since they can not provide me any service and i lost all my contacts and take my business else where to another phone company that can provide me service that can actually work. They told me no that they can only give me credit or send me a newer version of the phone. I said why send me a new version of the phone when i have no contacts or service.

I told them they are going to lose me as a customer so why not terminate my contract since you can not provide me any service and my deleted my whole phones data. They said everything is backed up on a server but it had been 3 weeks with out a phone and nothing is happning nor do they want to do anything. The customer service is horrible! they dont return your calls, they are very rude, try to get you off the phone as soon as possible, they transfer to to person to person, they dont have any answers. I need my phone to run my bussiness and i know i am never going to get anything back. I dont want anything from this company financially they can keep there credit i just want out of my contract. This is really effecting my business.

Melody of Lindenhurst, IL October 16, 2009

Without Data service for my T-mobile Sidekick for 2 weeks and was charged for it. Only refunded me less than 20.00. Message I got from tmobile: "Microsoft Confirms Data Recovery for Sidekick Users Data Restoration to Begin as Soon as Possible for Affected Customers Dear T-Mobile Sidekick customers, On behalf of Microsoft, I want to apologize for the recent problems with the Sidekick service and give you an update on the steps we have taken to resolve these problems.

We are pleased to report that we have recovered most, if not all, customer data for those Sidekick customers whose data was affected by the recent outage. We plan to begin restoring users' personal data as soon as possible, starting with personal contacts, after we have validated the data and our restoration plan. We will then continue to work around the clock to restore data to all affected users, including calendar, notes, tasks, photographs and high scores, as quickly as possible.

We now believe that data loss affected a minority of Sidekick users. If your Sidekick account was among those affected, please continue to log into the T-Mobile Sidekick forum for the latest updates about when data restoration will begin, and any steps you may need to take. We will work with T-Mobile to post the next update on data restoration timing no later than Saturday.

We have determined that the outage was caused by a system failure that created data loss in the core database and the back-up. We rebuilt the system component by component, recovering data along the way. This careful process has taken a significant amount of time, but was necessary to preserve the integrity of the data.

We will continue working closely with T-Mobile to restore user data as quickly as possible. We are eager to deliver the level of reliable service that our incredibly loyal customers have become accustomed to, and we are taking immediate steps to help ensure this does not happen again. Specifically, we have made changes to improve the overall stability of the Sidekick Service and initiated a more resilient backup process to ensure that the integrity of our database backups is maintained.

Once again, we apologize for this situation and the inconvenience that it has created. Please know that we are working all-out to resolve this situation and restore the reliability of the service." Asked for a new phone or to upgrade because we have had nothing but problems and was denied and said I had to pay full price.

Daniel of Orlando, FL October 14, 2009

My wife and I are having issues with service and connectivity in our areas that are supposed to be covered. I have called and talked to representatives repeatedly and I get troubleshooting only. The service that they admit to not being able to supply to one of our phones is not available to terminate without a 200 dollar fee. On another phone I now have a loud static noise every so often after using thier troubleshooting. I am willing to compromise and pay 200 dollars for three phone lines to be terminated, but they are not willing to waive fees and I am stuck with a 600 dollar fee for service that is not up to standard.

HECTOR of BRENTWOOD, NY October 13, 2009

Since switching from Tmobile to AT&T wireless I have nothing but call failures and dropped calls. I'm unable to use my paid services 50% of the time. Calls to there technical support were inconclusive as they wanted me to take unusuall trouble shooting steps like find another phone and use my sim card in that phone. AT&T has been a nightmare.

Kendall of Chicago, IL October 9, 2009

This is the second time T-Mobile has forced me to forfeit money to them and destroyed my phone. It seems that no one including the Manager has forgetten how to put a "sim card" into a phone. I paid in advance--now I'm without service and I have to "eat the cost" of a Palm 650 smartphone. I'm due 81.53 and the cost of my phone. I still have not been reimbursed from 3/09. Same deal.

There is one T-Mobile store that probably could do--however, it's quite a distance from where I live. It would be an hour each way. The phone was fine when I brought it in to the first store--however it was never completely activated. We were told that customer service. My neihbor was able to put his T-Mobile "sim card" in under 3 minutes.

I want my sewrvice working. As long as they haven't reimbursed me for anything yet, I wan't my service that I've paid for working. They either hsve to fix mine or pay for one comprable. My wireless # is still on their service. I agree with the BBB rating of F (for failure)--not accredited BBB--but I still want my service that is guaranteed in writing.

Back to the top |