T-Mobile Reviews 

I have been a Sprint and T-Mobile customer for more than 19 years, and the customer service I have experienced recently has been the worst I have ever dealt with. Return phone calls are rarely made when promised, and getting issues resolved often requires multiple contacts.
I have also found that promotional offers seem to focus more on getting customers to upgrade and spend more money rather than providing genuine savings or solutions. On top of that, communication can be very difficult, and understanding some representatives has been a significant challenge.
After nearly two decades as a loyal customer, this level of service is extremely disappointing. Overall, my experience has been frustrating, and I would rate the customer service as poor.

I've been a customer of T-Mobile's forever the coverage itself and all that is great but the customer support sucks I've been to the store three times in the past 10 days every single person that I talk to ends up in one way or another brushing me off to get somebody else to do their job. I have a flip 6 phone Samsung it's supposed to be able to trade in for a 2025 razor ultra but all they keep doing is telling me come back next week my payment is taken out on the 3rd of every month today is the 16th so the payment was made a month ago two years is up on my contract but they're trying to get me to hang on to the phone another 30 days because the payment don't go through till August tell me how that works when I started in July so let's see how many people I wonder end up marking up their phone within that 30 days and then T-Mobile can deny them getting a phone because it has damage on it occurred within that last 30 days that that phone should have already been turned in it's a total scam ran by T-Mobile. Needless to say I walked out of their office again ticked off because the person inside the store said it was a customer support thing so customer support told me that they should have been able to handle it so who is held responsible because nobody wants to accept the responsibility of taking care of one of their customers. This is at the T-Mobile store on 44th Street and ivanrest it's a corporate. And it's a joke.

They tell you to send back phones and then tell you that they don’t know what happened to them when they continue to charge you for those phones. They also are misleading in stores and they do not explain that the ““ free tablet is not free and you will be charged monthly for it. You’re just walking out the door without possibly paying a down payment on it. That’s all they mean by free. Be prepared for customer service like Roberta this morning that I had the pleasure of dealing with who could and would not help me with phones that have been taken off my account or was supposed to be taken off my account, including my Wi-Fi and and they never took it off so I had got charged again this month and it’s still on there. She wouldn’t do anything. I asked to hang up on her because she was being quite rude I’ll be making my own report to T-Mobile about this, steer clear of this company.

Ive been a us cellar customer for 15 years. Now rmobokr bought them out and ive been trying transfer my account to t mobile for 3 weeks. After talking to a supervisor at mobile that b said she was sending me a new t mobile Sim card that by the way never showed up now I have only have internet calls. Sppent 3 hours on phone tonight with them and I still can't make a phone er call. Screw t mobile. 15 year us cellular customer seems like they would have more respect and just change us over not makr it impossible.

The absolute worst phone experience on the planet! Almost as bad as AT&T.
Use anyone else but these two companies they could care less about you or your business!!! Our business account transfer was and still is a nightmare! They’ll force you to stay hold your numbers hostage!

Been on the phone on hold for one hour fifty min was told 30 min wait. My phone service doesn't work half the time for the last two weeks. Thinking it's time I find me a new service!

How can I not put zero stars? Absolutely the worst experience in my life, us cellular screwed over their entire customer base. Zero stars for t Mobile

Bad, bad, bad bad service bad support just awful experience

The introductory process was severely lacking. It's not real encouraging when you can't make calls from the first floor house when you live in one of the most populated (per square mile) states in the country Customer support =zero! Beware they make it sound good, but they don't deliver.

On June 9th, I attempted to port my entire 5-line US Cellular account to T-Mobile to take advantage of their advertised buyout promotion. T-Mobile successfully ported only 4 lines, leaving one child line behind. The 4 ported lines immediately had poor signal, requiring multiple support calls. I also faced repeated issues obtaining the promised rebates for these lines — they were denied twice before finally being approved and released on July 18, 2026. For the remaining child line, it was placed on an expensive individual plan without my knowledge, causing the bill to be double what a family plan line would cost. I was never notified of the bill, and the line was eventually suspended for non-payment. I have struggled significantly to gain access to this new T-Mobile account. After several calls, two store visits, and an excessive amount of wasted time, a representative finally updated the PIN and granted access. During this process, I was also told the account had been incorrectly flagged as fraudulent. I have called T-Mobile at least 7 times trying to move this final line to my main account. I was told the promotion would not apply, then promised a callback for a reported “glitch” that never occurred. Later, I was informed the main account is limited to 4 lines due to credit restrictions. As compensation, I was offered only a $10 monthly credit on both accounts. After requesting a supervisor, I was cold transferred to activations and had to explain the entire situation again. This process has been extremely frustrating and poorly handled.

went to the store to upgrade my phone. I was told that the do not do upgrades in person you must do it virtually through the app. Ya like anything has ever worked when I didn't do it in person. Called the customer support and said I wish to upgrade my phone in person or I am done. 15 years I had been with them. Walked 200ft down the road to verizon and in under 40 minutes I walked back out with the phone I wanted, with a better plan for the same price. I did not have to wait 1-2 weeks for something to show up in the mail

The young lady Geo was wonderful. She got me all setup in no time at all. Great experience. I am thinking of changing internet next.

We switched from Verizon in 2013 to Sprint, becauuse of very bad customer service and unreasonable rates by Verizon. We were fairly happy with Sprint, up to around 2017 or 2018, when Sprint got bought out by T-Mobile. Since T-Mobile took over, we have been fairly satisfied with the service and rates we have been paying.

But one thing that T-Mobile did that I didn't like, was discontinue paying for our AAA Annual Membership. But T-Mobile offered me a free 40 inch Fire TV for signing up for their home internet service, which is very dependable and costs us only $35 per month. I really like my 40 inch Fire TV.

The only other thing I don't like about T-Mobile is that they don't allow us to communicate via fax transmission or email. I hate business phone calls, so I am not too fond of calling their 611 number. Their chat platform isn't that helpful.

Been with them nearly ten years. I have an issue today and have been on hold for over 90 minutes. I called the business line 3 times and have been put on hold for over 30 minutes. They hung up on me twice and now I am waiting again. I don't think I'll make 11 years.

The service sucks, would rather have U.S Celluar back as a separate company before the merge. It's ridiculous that I have to call a number 4-6 times or more after the number has called me to get a ring tone to call the back. Especially where I live, we are supposed to have the best cell tower reception in the area and I don't get service outside of my house. I have to drive to the next town over to have any type of actual cell service that is not Wi-Fi calling, and the towns are 5 or 15 minutes away depending on which one I were to go to. I'm about ready to switch back to Verizon and deal with their crap of raising my bill every month.

I never thought joining T-Mobile would take three days, but that's exactly what happened. After countless calls, transfers, broken promises, and wasted time, I finally gave up and went to a store because I couldn't deal with the incompetence of online support any longer.
The online support experience lacks everything that customer care should represent.
Half the promises agents make are never documented on your account, forcing you to take screenshots of conversations just to prove to the next representative what you were told. Every time you're transferred or have to call back because no one follows through, you spend another 30 minutes on hold only to explain your entire situation all over again. The amount of time I spent repeating myself to different people was unbelievable.
Agents promise to call you back if the call drops, even after asking for your contact information, but they simply don't. When they transfer you, they don't stay on the line to brief the next representative, so you're left starting from scratch every single time.
The most frustrating part is that I wasn't asking for anything complicated. I was trying to bring three lines from AT&T to T-Mobile. I was literally trying to give your company my business, and somehow that became a three day ordeal.
This isn't the fault of the individual agents. It's a reflection of how T-Mobile has trained and structured its online support. For a company this large, you'd expect the online support experience to be one of its strongest assets, especially since it's where so many new customers begin their journey. Instead, it's frustrating, inefficient, and exhausting.
I'm a younger, tech savvy customer, and even I found the experience unbearable. I can't imagine how difficult and discouraging this process would be for an older customer.
The only reason I stayed through the entire process was because the online promotion was too good to pass up. Had it not been for that deal, I would have walked away long before becoming a customer.
T-Mobile should be ashamed of the state of its online customer support.

Yall are expensive asf!!! Yall are no help at all!!! And yall make things so freaking difficult just because im trying to tansfer!!!!!!

Too coincidental. Whenever I don't pay the full bill and I go on a payment plan. My phone starts acting up and so does netflix. 5th time. I'm on a payment plan this month and I'm not getting calls or voicemail

Update so my Iphone 15+ has been acting up for over a year and I thought I had insurance on it. Tmobile moved my insurance to another phone and I didn't know it. So I asked to switch it out and found out for 1.5 years they have been charging me for insurance on the wrong phone and they won't cover this phone. My phone is paid off. If I want to upgrade they will give me a trade off but I would still have to pay over $20 a month for 1 upgrade so they only person that benefits from my phone acting up is Tmobile. Wow have they gone down hill.

Would rate customer service with no stars if I could. I signed up for internet service in December was told I would receive a rebate within 10 weeks. It's 7 months later and am still getting the same answer from them that's if I can get ahold of someone to speak to. Would not recommend them to anyone

I would give a 1/2 star rating if I could. For the past 3 weeks the wifi has been dropping upwards of 5 or more times daily leading to tremendous interruption in my ability to work and even print my documents. I have utilized the Tmobile app to move the modem around, turn the modem off and on and even reset the modem multiple times. Nothing helps. It is 7/14/26. I have been on hold with customer service for 1 hour, 17 minutes and counting.