T-Mobile and Verizon are making significant changes, reportedly due to user pressure.
Who said online complaining was pointless?
Even without corporate power, customer posts online pushed two major providers to replace their CEOs.
Verizon lagged behind T-Mobile in 5G strategy, resulting in performance issues. This difference, plus rising customer frustration, prompted change.
Carrier Image Updates
Though T-Mobile and Verizon dismissed their CEOs for different reasons, both want to create a new image.
T-Mobile and Verizon both increased prices, pushing customers to cable providers. While T-Mobile touted low customer turnover, it stressed its desire to retain customers.
Customers of T-Mobile and Verizon have been vocal about their growing dissatisfaction. For Verizon, this was evident in its high customer turnover rate.
T-Mobile likely benefited from its focus on technology, such as launching 5G Advanced and satellite service. Also, it is still cheaper than Verizon for many.
However, customers often expressed their desire for former CEO John Legere to return. During Legere's time, the company launched the forever price lock, which Sievert ended.
With new leadership, T-Mobile and Verizon likely seek to distance themselves from unpopular decisions made by the outgoing CEOs.
"When you get a new executive, you always get a breath of fresh air into the organization," said Roger Entner, Recon Analytics Founder, in September 2025.
T-Mobile and Verizon customers should be recognized for these leadership changes.
This is a significant victory for customers who the carriers seemed to ignore.
Verizon's new CEO, Dan Schulman, aims to grow market share, which analysts believe signals price cuts. The company is already working on this.
"Verizon is at a critical juncture. We have a clear opportunity to redefine our trajectory, by growing our market share across all segments of the market," said Dan Schulman, Verizon CEO, in October 2025.
This would benefit Verizon's customers and the industry, as competitors would likely respond with their own price reductions.
T-Mobile's incoming CEO, Gopalan, is known for increasing operational efficiency, suggesting that he will focus on cost management rather than raising rates to increase revenue.
With EchoStar exiting as a facilities-based carrier, there were concerns about the Big Three's potential monopolistic dominance. However, MVNOs and online customer activity are keeping these powers in check.