Complain about a product or service

T-Mobile - Network Problems

Michael of Saint Louis, MO August 31, 2009

This company is a total scam. About two months ago, I renewed my contract (3 phones on family plan) and received new phones. My wife's phone clicks about every 15 seconds. Customer service first said they would send new simm cards - that was the problem. So we took the simm cards to a T-Mobile store and they transferred the information (But forgot to notify T-Mobile of the change so the system didn't recognize and I had to spend 30 more minutes with tech support. Then I called my wife and 'the clicking continued. T-Moble says it is a defective phone and they will replace but I will have to pay a 10.00 shipping fee. DO NOT WASTE YOUR MONEY WITH THESE CLOWNS. They change the terms (Just added 1.50 for sending a bill) and just send you phones that are broken. A waste!

Jason of Fairfield, CT August 25, 2009

I switched from Verizon to T-Mobile in 2007. Immediately I noticed that the coverage was not quite the same. My wife immediately changed back to Verizon within a month's time. I kept on. I called them in March 2008 to complain that I didn't have service at my home or in the surrounding area (my work). They told me that they will pass that they were aware of the 'weak' area and would pass my information on the appropriate people.

Noting that nothing had changed I called again in February 2009. I received the same response. Now that my wife is pregnant and I'm not getting her calls I realized the need to have better coverage. I called them (Aug 2009). They noticed of my prior complaints but could not provide any reason why the service was still lacking (they did admit that my area was still a known weak area). They tried to 'up-sell' me on a Wi-Fi home service. They also offered to pass my information along again.

I asked to speak to someone regarding canceling. The next person I spoke again offered to bump me down to a lower plan (which would extend my contract) or the Home Wi-Fi Service. Then if I were to cancel it would be 200. I explained that for over 2 years I was getting poor service and because of that, they should not be charging me. They stood firm. I asked to speak to a supervisor and was told the Supervisor said the same thing (I never did get to speak to one).

I don't understand why I have to pay 200 to get out of a contract for a service that is woefully lacking. My house, surrounding area, and my place of work are all poor reception areas that they have admitted to being aware of for two years. Surely I must have some other recourse than to pay 200. I may (if necessary) send a copy of this letter to T-mobile, but any help you can provide would be greatly appreciated.

victor of san sebastian, Puerto Rico August 23, 2009

My complaint is quite serious, I live in puerto rico and i signed up with suncom wireless for a 20.00 dollars a month with 245 minutes for calls and all received calls free, well i did noy lknow that while i was been signed with suncom, back in 2007 t-mobile was taking over suncom and they dint even told me of their future changing, no wonder during my trial 30 days period the phone stopped working several times i took it back and they said they fixed it, which wasnt true now once t-mobile took over they changed my account number and gave me a non free received calls deal, i tried to cancel after speaking to several agents over the phone and the net, i even complaint to my spanish junta reglamentaria de comunicaciones,(FCC) but they could not do anyhting, they told me to try and make arrangement with them (t-mobile)and gave me two names and addresses to call and write which i did to no avail, no answer to my letters and no answer to my calls, i even complaint to to washington, but i have not received any response yet maybe they have way too many complaints. once t-mobile took over i started receiving text messages which i was charged for, i was even charged for some services they said i took. first the phone was for emergencies only, that is why i took the cheapest 20.00 deal, now is sometimes 44.00 or 39.00 it keeps changing every other bill and they said is because my calls are over.

now the phone hardly works and am still paying the same even though i call and they said i needed to change my suncom to a t-mobile phone for an additional 275.00 dollars, so i can get a better and no drop calls reception.and forget about calling for help, they cannot help nor they can eliminate the extra charges.so i wait until next year june so i can cancell my t-mobile and put that phone under my truck tires. what to do,, what to do,, i guess just wait.

ah.! they told me that extra 175.00 charge for an early termination is to pay for the phone and paper work.. imagine a 175.00 dollars phone that doesnt work and gets so many drop calls is unbelievable. cant wait for the state start to regulating theses cancellations fee from all wireless services. i really hope someone can help

Krishna of Atlanta, GA August 16, 2009

I signed a 2 year contract with TMobile on 2007 Nov. 3 Months back I moved to my new apartment in Atlanta for my new job. My office is few blocks from my home. The problem here is I don't have TMobile signal in Home nor in my office due to which I had to come out of my apartment to call someone or even to listen to my voice mail. I called TMobile for couple of weeks back. I explained them my situation and they said their technicians will look into it.

I called them again after a week, they told me that they dont see any issues with the service and it might be because of the apartment. But other service providers like atnt work fine in my office and apartment. I told them I want to cancel my contract as I am unable to use my phone and more than that I am unreachable. They came back saying they cannot help me in this matter and if I want to cancel I need to pay 250.

I told them that I am canceling as TMobile is not able to provide me service and I dont want to waste money for something that is useless to me. They again told that they cannot help me and its my problem. They also advised me to take Atnt service until I finish my contract and pay for both TMobile and Atnt. The response from TMobile was very dissapointing as I was their customer for more than 4 years. I am really desperate to get a new service provider but I dont want to waste 60 a month for the next three months paying to Tmobile. Please provide justice for me.

Laura of Anaheim, CA August 6, 2009

I have had nothing but, service & system issues with this company and never get service. i had had customer service & tech support try to assist but, when anyone online or in person trys to resolve the issues it gets worse. i am sick of there horrible terrible service and want out without paying a early disconnect fee. Please help me.I have an elderly mother that needs good phone service. thank You

Steve of Big Sandy, TN July 28, 2009

26,Feb.,2009 I switched cell phone service to T-Mobile in an attempt to save a little money over ATT. The old adage of "You get what you pay for!"should have been ringing in my ears! The service was severely mis-represented to me in more than one manner.

I needed three phones with nation wide coverage and no roaming (I was at that time a contract driver and should you have problems on the road you can be on the phone for literally hours getting the problems resolved and not to forget your or someone else's very life may depend on that phone and that service!) plus controls over one (young adult that can't seem to be able to control their phone habits).A reasonable price was also in this deal as my work really varies.I asked about the two year contract if one of us lost a phone or if for any reason we needed to drop a line would that require the termination fee.I was assured that if a phone should get lost or no longer needed that the termination fee would not apply for even two lines.That the termination fee would only apply to the total termination of service and the contract really read out as that statement was true. (NOT The Case AFTER Your Sorry Self Signs On The LINE!The wording is very misleading!!)

First month into it we had several problems.Top 2 being... 1..Service of any reasonable quality is virtually non-existent.Dropped calls are quite the norm and can be expected each and every call! Audio quality is Extremely POOR so even if your call hasn't been dropped yet you are constantly having to keep repeating and have repeated to you any conversation!

2..With parental controls your minutes are taken off your monthly minutes and your "Fave 5"! If you call anyone on your "Fave 5" these minutes are also deducted from your anytime,any one,any where minutes!!.This leaves you unable to call anyone or receive calls except during the "free" hours! (Kind of defeats the purpose of "Fave 5"!) Before the end of the first month I had missed a couple runs.Which is Real Money and very needed! I contacted Customer Care (There is a joke!) and was assured the running out of minutes with the "Fave 5" minutes being held against me was just a setting problem and was resolved at that time. ..NOT TRUE!!!..

So feeling confident I head into my second month.The Crappy service is a severe aggravation but we all learned to stand outside on as high an elevation as is available and limit your call to less than three minutes you will have a bit of a signal and three minutes is kind of the time limit before your call is dropped.(If your call isn't dropped in the first 30 seconds! 3 minutes is a rule of thumb and certainly not always true!)

I got a run in the first of the month and another the following week.Third run,third week my minutes ran out going to Kansas City. Couldn't even call my "Fave 5"...(I have a witness to that fact!)Again to "Customer Care" We have it now they told me. Boy did they ever,Voice mails might even take up to 3 days to be posted and retrieved. So.. Lost my Contracts,seems as they don't need someone they can't get in touch with to take care of just in time deliveries.

Can't even get one phone turned off without paying early termination fee and can't afford a pre pay deal as I am locked into a two year contract with a Company that DOES Not Deliver what they say they will...Although I guess they do in a fashion..it all depends upon location,time of day,phase of moon,humidity,wind.and other almost metaphysical elements....

A Word From a FOOL to those WISE enough to read this....DO NOT GET T-MOBILE..or you will remember the old saw "You get what you pay for!" All I want is away from T-Mobile "Service"!!!!

Raffaela of San Francisco, CA July 21, 2009

Just bad! My husband and I, we both are with T-Mobile and we can't wait for our contracts to expire! What is wrong? * Calles are being dropped * My husband isn't able to access his online bill or make any changes to his online account since almost two months * I can't browse any ringtones, wallpapers, etc. I have called customer service and I have been told that the page is being updated and it would be up in three hours. That was three days ago.

*If you go to their website and try to chat with a representative online, it doesn't work. The service is constantly unavailable "at the moment" * If you call a representative or go in a store they just send you off with the same bs "The site is being updated, it will be up soon" or "Yes, we have a problem with this service but we are currently working on it and you will be able to access your information soon" It's all bs, just a waste of time! *And to top it all, if you get frustrated with their poor service and their lies and want to change providers, they will actually dare to charge you 200 to get out of the contract!!! Does that make sence?

Heather of Starbuck, MN July 21, 2009

We have been with t-mobile since 2007... We just renewed our 2nd 2 yr contract, and of course all bought new expensive phones becuase we were able to use our upggrade. I recieved a letter the other day from t-mobile saying that they will be cancelling our service as of the 18th of August because our phones use other towers more often then they are using the t-mobile towers. When I called in for further explanation, they said due to the fact that our phones "roam" so much, it costs them too much money, and therefore that is why they will be discontinuing our service with them.

They will not refund the new phones we just got, but suggested we sell them online, and the only way they would allow us to continue service with them is if we can verify that we are moving (in the next 90 days) to an area that has more than our current 2 bars of service. I'm wondering why we were ever offered this service to begin with? Can they do this? They act as though they are doing us some huge favor by not charging us the 200.00 per line for cancelling our service! The purpose of a contract is to protect both parties involved... where's my protection?

Wesley of Raleigh, NC July 17, 2009

My roommate and I have had T Mobile ever since it started out as ATT, then Suncom. We had problems before but now its almost comical. We've been through at least six different phones from different manufacturers and always have the same problem- no bars, having to go outside and literally wave the phones in the air until we get at least one bar. Today that hasn't even worked for me. My roommate, being an attorney, has called them numerous times to no avail. Even a supervisor told us there was nothing he could do except pay the 400 cancellation fee. Can anyone do anything or do we have to wait out our contract thats not up until 2011?

Freddie of Lockport, LA July 10, 2009

They offered phone service that they could not deliver. I simply wrote my name, and walked out of the store with a BlackBerry phone which I would be happy to give them back, but all they want is too rip me off more. I honored my end of the deal, but they could not. I could not even make a phone call from my apartment, and a few miles away, where I usually go I go not make a call too save my life much less anything else.

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