Complain about a product or service

T-Mobile - Network Problems

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.

Jessica of ANOKA, MN October 8, 2009

My cell phone service was turned off on Oct.5 and I was unsure why. I called and they told me it was for excessive text messages with a high balance and they didn't want me to incur more charges. They proceeded to tell me with a plan of 400 messages per line my daughter had 6400 text or so. They said they couldn't see the exact details since the billing had just closed and it takes a few days to process. They said that is why my service was disconnected. I asked them why they waited to disconnect until 6400 message charges were incurred and they responded by saying they have no way of knowing until the billing cycle closes. I asked them how they had no way of knowing since they said they tried to call on Oct.5 to let me know before the service was interupted to see what was going on. They said they called me and I didn't answer, furthermore they called once and it was still after 6400 messages,6000 over my plan.

I told them I understand it is not there fault my daughter racked up these charges, but why did they wait. Excessive to me is at a maximum of double your usual use. I asked why if in the past they never offered me or suggested a plan that would better fit our usage and there response was I am not sure, but from this point on we can put a limit on your daughter phone. I said it is too late. I can't afford to pay 1500 to have a phone for 1 month. They offered me to pay 25% now and the remainder every 2 weeks for the next month or so. I asked if they could just offer me the unlimited plan and they said it was too late. The charges are final we cannot change that.

I finally asked them to send me a bill and disconnect my service as I could not afford this at this time and they suggested me calling my bank and taking out a personal loan. Obviously no bank is going to give a personal loan to pay a 1500.00 phone bill for a month. So now they are adding another 400.00 to my 1500.00 bill. So they are after me for 1900.00 for one month of phone service. I told them I would do my best to pay it off as I can afford it. I don't get how this can be fair. I am not saying it isn't part my daughter fault, but I have many friends that say they have helped them out when they have been over there usage and offered them an increase in plans so they wouldn't have to pay the overage charges. You shouldn't be able to help one and not another. I am not making excuses for my daughter, but she thought those silly batch text that you forward to all your friends or things will happen to you counted as one since you only hit the send button once!

Dartanion of Dawsonville, GA October 7, 2009

# yrs ago when we signed the contract we were labeled as "best" coverage area. In the last week we have now no network available, or a constant searching.... We are losing thousands of dollars for for what we believe is the effort of t-mobile to down power or eliminate our north tower to save money for the corp. This is in direct violation of our agreed to terms at the time of signing which was a powerful, full bar reception which has only changed in the last 7 days. If i shield my phone from the north I get no reception, if I shield from the south we get no reception. Remove the shield from the south and we get coverage. We are in the t-mobile best receptoion area of Georgia as well. Obviously they has down powered an north tower or have eliminated a north tower and are expceting no to be held accountable. Now we have none. i believe we are talking class action lawsuit for every business and person whose livliehood is based upon phone reception as it was upon time of signature and acceptance of program.

Angelo of Long Island City , NY September 28, 2009

I have been using the cellular phone and other persons know the exact contents of my conversations. It is highly likely that there is illegal eavesdropping activity occurring, perhaps remote activation of the microphone. One of the persons involved is a sergeant at the 114 precinct. He and his entire family know what I say on the cell phone.Please contact me by email only. Do not call that cell number since I want to catch whomever is doing this.

s of elgin, IL September 24, 2009

in may 2009 we switched wireless carrier to t-mobil. our phones [wifes & mine] were & are dropping the calls in our office. twice we went back to the selling office in spring hill mall to complain & we were advised to call the customer svice @ 800 937 8997. they replaced my phone and still the same problem. after the last call i was told to wait for the resolution, in the mean time were missing very important business calls.

gabriel of Staten Island, NY September 23, 2009

i chose a family plan because my daughter lives in CAMBRIDGE,Mass since the last 4 years ,i have been begging for help because the area she lives in is a dead zone.All my complaint have been ignored so as a result ,my daughter has to beg for phone use from friends or use a public phone.The aggravation of waiting for years for new towers in order to enjoy the phone is extreme and therefore i am asing for 1000 dollars compensation for each year and cancel the service immediately

S. of Bakersfield, CA September 17, 2009

Over the last year we have complained repeatedly to T-mobile about no reception, text messages and voice mails received a week after they are sent and dropped calls. After wasting a numerous hours of my time I am always told they know about the problems and they are working on them. My oldest son is going to college in Claremont, CA. and our conversations are choppy, we constantly ask him are you still there. He goes out side and the reception is no better, it is very upsetting to not be able to hear him (my sons roommates have AT&T and no reception problems).

Every time I call tmobile about this problem they say they will send someone out to check the reception and get back to us which they never do. Tmobile customer service representatives have even told me they have the same problems. They will let us out of the contract for 800.00, they have told us to deal with the problems they will have more towers in the next year or two. It is very upsetting when you cannot use your phone because it is searching and you cannot talk to your child who is away at college. I have told tmobile I pay my bills you do your part and provide me service.

Don of Asheville, NC September 15, 2009

I purchased a phone plan from Suncom and they were then bought by T-Mobile. T-Mobile changed my plan and will not honor the plan I purchased. I have fought with them for months about it. Now they are saying that I called and requested a plan change. I would like to know who regulates these crooks because this a Breech of Contract is what it is. They have told me if I terminate I will have to pay the early termination fee of 200.00 per line. I have my original contracts

Vishal of Bullhead City, AZ September 7, 2009

We were loyal customer of T-Mobile since, 2004 in Fresno, CA never had a major problem with the phone company. I moved to Lake Heaves City, AZ in Nov 2008. And this problem started then onwards since; T-mobile has a week reception in this area. I was drooping calls frequently, most of the times my phone doesn't have any signals and it just says emergency calls only.

Being Healthcare provider I can't go with a phone which has bad reception. Despite of all these problems we renewed our contract with T- Mobile since; we thought, it might be a normal thing is this area. But, they don't have good reception in areas like Bullhead city, Parker, Kingman. We never complained to them about this and couple month ago I moved to Bullhead City and I am just handicapped by there service. I am loosing the calls from doctors, my friends and the most devastating was missing call from my spouse who lives about 450 miles away from me. Eventually after talking to couple other people I came to know only AT&T has better reception.

I was advised by well-wisher to sign up for a phone company which has a better coverage in Bullhead City. I narrated my problem and requested T-mobile (09/06/09) to terminate my contract since, I am facing lot of problems because of there bad coverage. The customer rep. transferred me to a tech specialist and with her help and guidance I rebooted my phone as she called me on my work phone number and then she admitted that she can see in her system that my phone signals are fading. She asked me to wait for 48 hrs so, that they can send an engg. to look at the tower in Bullhead City. I missed so, many important calls as usual and the day before i.e. on 09/05/09 I have really a hard time using my cell phone because of the bad reception.

My employer suggested me to change the phone service as it was devastating for them also. I called the T-Mobile and narrated her again the whole story she again told me to wait then I, requested her for her supervisor and asked him to free us from there contract. He told me that the company is going to charge us early termination fees and, I asked him why the company charge us with early termination fees he said since we are breaking our contract I told him that I have a bad reception and I am crippled because of this bad reception and then, he rudely told me that this area has this kind of service and he can't do much with this. I asked him then, why we are paying you we are not suppose to pay for this kind of service (bad reception) and, I told him that its you who also admitted to the point that Bullhead City ( and surrounding vicinity has bad coverage). He then told me if he cancels it's going to be a 200 early termination fees but, if he transfers me to customer representative they could/ might help me. Throughout, the whole conversation our voice is breaking he is having a bad time and I was having a bad time hearing him. My voice was echoing back to me.

I narrated the whole story again to the customer representative lady Sharon and, she also complained about having a heard time hearing me. When T- Mobile is having a hard time hearing me so, where would I go? In the middle of our conversation my phone got disconnected and, I tried to contact T-Mobile again but then it said your phone service has been disconnected. It was disconnected on 09/06/09 around 8:30 pm PST. Again I thought that this might a network problem. I switched off my phone and turned it on and still It says the same thing. I logged into the T-Mobile site under my account that also narrated that my phone service is deactivated. I came to work in the morning and tried calling T-Mobile and they were closed because of Labor Day. Now, I am without a phone this cell phone is the only way off communication beside my phone. My billing cycle ends on 09/18/09. My wife's phone is still working and, we are on family plan. I told about this to my coworkers at hospital and, they were astonished by this act of T-Mobile.

Cindy of Canton, NC September 2, 2009

I received a letter today from Tmobile telling me at the end of the month they were terminating my service because to many of my calls are on another network (roaming)..I called and because my house shows good service and I have had service for a year they are still going to disconnect my service unless for some reason I move closer and into a better area. I called them and they stated they would not charge me an early termination. I was suppose to be happy with this??? I am so furious. I was able to get an exception since we are suppose to be moving within a month to a better area. This is just the most bogus thing I have ever heard. Is there nothing that can be done about this???

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