A T-Mobile customer expressed disappointment with the company.
The once proudly pro-consumer carrier is now no better than its rivals.
Under John Legere, T-Mobile prioritized consumers, leading to the creation of the "Uncarrier" image to highlight its differences from competitors like Verizon, AT&T, and Sprint. However, following Legere's departure in 2020 and Mike Sievert's appointment as CEO, the focus shifted from customer satisfaction to the company's stock value.
Reportedly, employees faced unrealistic monthly targets, causing some to deceive customers by adding unauthorized lines, insurance, and accessories to accounts to avoid termination. One T-Mobile subscriber stated on Reddit, "I think the Uncarrier is dead."
This sentiment arose from a customer's experience after switching from AT&T to T-Mobile for cheaper international service and a new iPhone 16 Pro. Upon arriving in Portugal, the customer experienced 2G speeds for days, and support cited network issues as the cause.
One customer said that "T-Mobile is genuinely the most corporate money hungry company on the planet. They feed their reps lies, and push unrealistic goals with outrageous expectations, they genuinely promote shady selling also. Not to even mention the going back on their word about price locks, adding taxes back to Tax Inclusive plans, and just making it so much more difficult to access your information as a customer. The T-Life app is a sham and gives no one any real access or power over their account. People will start to leave and they will fall back down to bottom of the barrel eventually. It’s all just a matter of time."
One customer said that "T-Mobile is genuinely the most corporate money hungry company on the planet. They feed their reps lies, and push unrealistic goals with outrageous expectations, they genuinely promote shady selling also. Not to even mention the going back on their word about price locks, adding taxes back to Tax Inclusive plans, and just making it so much more difficult to access your information as a customer. The T-Life app is a sham and gives no one any real access or power over their account. People will start to leave and they will fall back down to bottom of the barrel eventually. It’s all just a matter of time."
This explanation was challenged when the customer's friend arrived with an iPhone 13 mini, also on T-Mobile, and received 5G speeds while the iPhone 16 Pro remained on 2G. After several dropped calls, the customer decided to cancel the service and return the new phone.
T-Mobile granted the customer extra time to resolve the issues upon returning to the U.S. The customer then opened an account with Visible and reactivated a previous iPhone 14 Pro. After paying the August bill, the customer received a debt collection letter and, upon contacting T-Mobile, was threatened with collections if the bill wasn't paid in full, so they paid.
Reflecting on the experience, the customer stated, "For a company that markets itself as more caring than the rest, I hoped to find a middle ground where we're all happy. I gave T-Mobile plenty of opportunity to help and make it right. Instead, T-Mobile used its leverage to extract $85 from me and has lost any recommendation of my own and my business forever. Still, I'm a drop in the bucket for a $300B company."
Another Reddit user shared a similar experience: "I went to a very populated area in Colombia last year and was assured TWICE after calling in that I’d have service and coverage at no additional cost. When I got there my phone never connected or worked at all except for on WiFi. I didn’t have a translator app or GPS or anything for almost a month. Thanks T Mobile."
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Data-only plans & global coverage - enter code IPHONE25 or sign up to receive the discount automatically
We may earn a commission if you make a purchase
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We may earn a commission if you make a purchase