T-Mobile is expected to ask something surprising of its users soon.

According to a Reddit user in November 2025, T-Mobile representatives will have the capability to view customer phone screens on their tablets to "guide you through the transaction." Representatives will be expected to use screen sharing for every upgrade, added line, in-store order, or account activation, though customers can deny the request.

Since users can decline screen sharing and sensitive information will be hidden, this may not be a major concern. Representatives already have access to account information, making the T-Life app contents familiar to them. T-Life also tracks in-app activity, which can be disabled.

The request may be perceived as intrusive, and screen sharing might become mandatory in the future. T-Mobile has increasingly guided customers to use T-Life in the two years since its launch.

By making the screen share optional, T-Mobile appears to be gauging customer response. The company reportedly wants representatives to teach customers how to conduct transactions independently, aligning with plans to close stores. T-Mobile is actively promoting self-service and has turned away customers without T-Life.

T-Mobile now enables AT&T and Verizon customers to switch via T-Life in 15 minutes, highlighting the app's central role in its digital strategy. While customers may be surprised by the screen share request, the main point is T-Mobile's move to decrease customer dependence on store staff. While tech-savvy customers might approve, this shift may not be universally welcomed.

T-Mobile has been asked for a statement, and the article will be updated upon response.