T-Mobile Customer Service

T-Mobile Positive Reviews

Phenomenal Company / AppThis is my first time using T-Mobile - I’ve had AT&T for years, and the reason I switched over was because I was able to get an IPhone 14 Pro Max financed through them, and right off the bat it was a great experience - just had to make a down payment and they split up the remaining balance between 24 months, no interest, no ding to my credit which is amazing - I started off with the regular Magenta (which was great in and of itself) but switched over to the Magenta Max after a month because of all the extra benefits / features you get , including Netflix SD for free every month AND Paramount + free for a whole year, and wow! The value is amazing, I just can’t believe how much you get with your plan. Totally worth it, and the fact that tax & everything is included in the monthly price is awesome as well- As far as the service goes, it’s also been just as phenomenal - the 5G is super fast and even though I don’t live in a huge city I get amazing coverage, haven’t had a single issue yet in that regard, and it’s been consistent the whole way through. The app is also super easy to use, transparent, and I love that you can download pdf copies off your bills to your phone. Only been a few months but already I’m giving them a 10/10, well done!.Random3525Version: 9.1.0

In regards to the dark web review person.I’m sorry but that review kinda sounds like fake publicity. I’ve been with T-Mobile for years and one of the reasons I am with them is at the time they were the only company that could give me a exact amount my bill would be every month when nobody else could including sprint. I’ve rarely had connection problems hindering my service. Who knows there’s a lot of outside factors that could of been affecting his service. Maybe it was phone, needed updates, reset, or just to old of a phone but those details weren’t shared. Over all the years (6-7) I’ve had NO surprises on my bill and my plan price has been true to what it was when I first joined them. On top of all that they give away so much promotional subscriptions to various streaming networks quite often. In fact I was too earlier to qualify for one promotion give a discount after 8 weeks. I was t sure on my sign up time so I called and that’s when I found out I was two months prior but they went above and beyond and gave me a better deal that was applied instantly! Honestly I didn’t expect anything out of that deal. I don’t see myself leaving T-Mobile anytime in the near future!!.¡HAPPY CUSTOMER!Version: 8.10.0

Dark Web Security BreachI would give this company ZERO stars if I could but have put 5 so it will hopefully get bumped to the top of the list. I have been a Sprint customer since 2012 until T-Mobile bought them out. I had Verizon & T-Mobile previously & switched to Sprint because I kept being overcharged on my bills. Since having Sprint I have never had any connection issues & billing has been consistently the same each month for all those years. T-Mobile buys them out & I’ve already had billing issues. Then I get an email from one of the credit reporting agencies telling me they found my info on the dark web due to a security breach from T-Mobile. I called the company to voice my concerns since I was never notified of this security breach & asked what they would do about it & I was told that they notified their T-Mobile customers & they would not be doing anything since my information was not leaked by them & I should change my password. I am now a T-Mobile customer & was NEVER notified. My personal information including my social security # is now permanently on the dark web. Completely ludicrous, choose a different company!.P.E. MeyerVersion: 8.9.0

Love it!I was with AT&T for over 15 years. Had the bundle, cell phones, wifi, Direct Tv... for all three I paid over $500 a month. Called to see if they would upgrade our phones, which they offered for new business not existing. Long story short, they said no so I pulled all three services. Went to Verizon which was really good...but I paid through the nose. Daughter wanted to go to AT&T for rebates on new phones... switched to AT&T got new phones, but everything was wrong.. rebates were next to impossible to get. Got so angry because I swore I would never use them again. Their customer service is non existent. Waited until 90 days passed and switched to T-Mobile... praise the Lord! They are great! Used the bring your own phone and get $600 offer. Every time I call them an actual person answers the phone. At AT&T if you are lucky enough to get someone to answer, they just bounce you from person to person. Verizon is pretty much the same. I LOVE T-Mobile..Stiles30350Version: 8.2.0

Works wellUpdated-I have revised my review to five stars. Apparently all three of the numbers on my family account were linked together, which causes a problem with this new app. If you have a family plan make sure the numbers are unlinked and you will be able to see all of the numbers on your family plan in the app and manage them as you would expect. Original review: The updated t-mobile app Is visually appealing, but functionally worthless. The problems began when it misidentified which account I am using-I am the primary account holder but it recognized my phone as another phone on my family account, and refused to allow me to view or make changes to my account. The app update notes state that T-Mobile is listening, so if that is truly the case, please fix this app and make it more like the old app-which was actually very useful if a little dull in the style department. At this point in time the app is completely worthless and I might as well use the website..PaulC72Version: 4.0.4

Near Perfect app and perfect serviceI used to be with AT&T prepaid, but that meant that there was no phone payments, benefits, or anything. Wi-Fi calling didn’t even exist. It was about $45 a month, so I’m paying more right now for service, however that comes with Wi-Fi calling, unlimited data up to 50 (FIFTY) GBs unlike their 22 GB speed cap, hotspot, and more. And it’s $90 a month, which includes my iPhone XS payment since they had a trade in deal for my old 7. The service is just as good as AT&T was in my area, and in some places better, our area has T-Mobile’s new “5G” network (I know, it’s not 5G technically) while AT&T’s 5G-E network is not here yet, and phone call quality is light years ahead. I mean, I called my Fiancé (Who I also converted lol) and she picked up immediately, it didn’t even have time to ring. That’s amazing! The app is also amazing, but the only gripe I have is that sometimes the bill doesn’t like to load. But it always does after a refresh or two. I love T-Mobile!.NatereprogleVersion: 4.7

Tmobile business is the business!!WOW! I can’t believe I can actually be wowed by any company now days it feels as though everywhere I go customer service has died and people out there working in the world are just showing up to their jobs for the money without the customer in mind whatsoever until I had the chance to speak with T-Mobile business customer service skills and personal touch! I am sooooo excited to be a part of this network, not only do I get real-time amazing people that are caring & knowledgeable which is just a cherry on top! I also get amazing international service and rates!! That alone made me switch back into T-Mobile! I was soooo devestated for switching out of it for a better phone deal -so I thought- but T-Mobile stood way beyond and over all my expectations! I am extremely thankful for the support team, insurance team, customer service team and everyone at TMobile business!! I am proud to have my company RozBodyFit LLC do business with you!.RozbodyVersion: 4.8.16

New to T-mobileI went to my pay my bill on the app. It asked “the name as it appears “ good Then it asked for the” cc number “, I put it in. The app doesn’t allow for spaces in between sets of 4 numbers, however it requires it. Therefore, every time I entered my cc # it would ask me over and over for a “valid” cc. It is valid!!!! It is a Visa! I tried several times. I tried submitting it with the rest of the info in tact including the cc #, it just asked again for a valid cc #. I tried to message support, but after waiting 18 minutes to connect, I went to my desktop, signed in to T-mobile on that and was able to space my numbers on that. Please fix the APP. When it asks for the name, the keyboard does allow for spacing, however on the cc # info the keyboard does not. Therefore, I was unable to pay using the APP. Thanks. Hopefully, they can fix the problem with an update. My phone is only 2 weeks old and has the correct software. Thanks again.New to T -mobileVersion: 4.4

Improved version better than beforeIt has improved much better than the previous version that they actually rewrote the app instead of a patchy web-converted version. It also integrated well with iMessage for Chat instead of using the browser chat. It makes the user experience much better. The customer representatives are much better than most other companies in answering the questions with the right answer. They really treat the loyal customers well by offering deals for added features in the plan. It’s a good company to stay with. I think the web team should work on improving the self-help FAQ to provide a link to solve the problem in addition to the answer explain the question, it should provide a link for the next step to solve the problem, such as when the data rate has been exceeded, it would help to provide an option to the link to change plans to increase the data rate..NicoladieVersion: 4.9.35

Excellent customer service at T Mobile storeCannot say enough about the excellent service provided to me by Ken and Joseph at the 4636 East Colonial store this past week in Orlando. They both were terrific examples of perfect representatives for T Mobile. They were friendly yet professional, patient but efficient, helpful but not pushy. Plus they both made me feel as if they cared about my business and then proved it by setting up my military discount, processing my phone rebate, setting up all 3 phones and even setting up the new Iphone when the Apple rep who sold it to me at the Apple store was unable to!! All with a smile! I have met with or spoke to numerous representatives of ATT, Cricket, Sprint, andMobile One during this process of selecting a new cell provider, and None would have prompted me to take this time to recognize their efforts. Please thank Joseph and Ken for me and take notice of these two valuable employees of T Mobile. Thanks guys. A very happy and satisfied customer. Roy Knight.Roy KnightVersion: 4.1.0

T-Mobile did not give up!!!!I hav had problems with my phone for about a month and I am in the Philippines. I had a galaxy 6 edge which I used for about 3-4 years, the screen got crack so I submitted a insurance claim, while visiting family in Tennessee I decided it was not one for a new phone. I purchased a i phone8s. The day I was returning to the Philippines I was in such a hurry I forgot that phone. My friend shipped it to me but for some reason it would not make calls. I was on the phone with it’s T-Mobile for hours, they giving me moral support plus trying to help set phone back up, finally on Saturday night an iPhone expert walked me thru set up procedures. She needed to asked for additional so we parted ways, I had the idea swap the sim from the old insurance claim phone that still worked into the iphone. It worked the IPHONE was able to make calls. I called customer service immediately to share the good news and they were just as happy as I was!.Philippine manVersion: 3.9.0

Great New Phone UpgradeMarty at the York Commons location was very nice, professional & helpful when I came to TMobile on 9/28 to upgrade my 7plus to a XS Max. I was walking in & he smiled and greeted me. I told him I was interested in upgrading to the XS Max because I really didn’t like how the new 11 Pro looked. He didn’t try to convince me to buy the 11 like some phone companies try to do when a newer version of a phone comes out.. I had a lot of questions and he answered all of them & even showed me the cool new features on the new phone that I was upgrading too. The store closed at 8 & I was there a little after 8 but he never complained about staying after to help me set up my new phone. Long story short, I left the store very happy with the customer service that was provided & even was given one of his business cards. I will definitely be back to this location. Also, the other 2 employees that were there that night were nice as well..Rhiana R.Version: 4.9.26

T-Mobile Is the BEST for International TravelMy wife and I travel internationally 2 to 4 times a year. Haven’t had a problem using text and data at no-charge. The texting mainly helps us keep in touch with each other while we’re traveling, but we also use it to keep in touch with friends and family while away. The data is limited and downloads are slow, but it works well enough for google maps other small downloads. We use wifi in the room to stream video, flight check-ins and heavier research on destinations. We also use Wifi Calling to phone home and other people in the US. We do all of this for no extra charges to our existing plan. In the past, we had Verizon and would have to pay an extra $10 per day for a travel pass for each line. It was a hassle to try coordinate the least amount of days for the charge and we still had a big bill when we got home..RelwellVersion: 4.9.35

Best Phone Company!I’ve been with T-Mobile for years now and I’ve never been happier with their service! My monthly bill is low and I get UNLIMITED everything. Only thing I would recommend is not buying phone protectors or phone cases from their stores. They are great but they are expensive and they add it to your monthly bill until it’s paid off. But I’m not mad at them for it, it’s a way for them to make more money, and if you don’t have the money to spend on $100 phone case it’s good that you can pay it in monthly installments. Just me personally I’d like to buy my phone case and pay it off all at once, so that my monthly bill is as low as possible. But I will not shed any negativity about T-Mobile because I do honestly love their service. The app is so easy to use and if you’re ever in a tight spot you can always make payment arrangements on your bill! I would recommend T-Mobile to all my friends and family!.The BerminatorrVersion: 3.7.0

Love T-Mobile, just one thing...My experience with T-Mobile has been amazing. Everything I could ask for and more. It’s easy to change your plan, set up auto pay, pay early, get stuff with t mobile Tuesday’s, their plan has data and text in Japan for when I visit, and it’s easy to get in contact with a worker for any questions or concerns. The only gripe I have is 70% of the time the t mobile app doesn’t work for me. The app is where you can do most of the things listed above in the palm of your hand. I’ve tried uninstalling it, restarting my phone, and waiting just in case it was maintenance. But this problem has lasted for months for me. Even after upgrading to a new phone it happens. And sometimes when I do get in it kicks me out. I usually end up having to log in on my desktop computer at home. I don’t see myself ever switching to a new carrier after my experience at t-mobile, but I just wish the app was more smooth so everything would work seamlessly..2DottyVersion: 3.5.0

A purchase issue...We bought two iPhone 8s in Feb 2018 on a BOGO. There was an unfortunate issue with our local store representative during the purchase and we were not give accurate information. After several visits over the next few months to the store, another representative provided us transparency and identified the issue with the original purchase. I spoke with a T-Mobile customer service rep on the 800 phone number and he was most helpful sending me the documents needed to proceed. A few hours later the new store manager called me promised a quick resolution so that we would be satisfied. Through the efforts of a responsive local store rep, the national customer service rep and the new store manager...in less than 24 hrs later our issue was resolved and the financial credit due was applied to our account. We love T-Mobile but love it even more once the correct people found a prompt end to our issue..Debbie DavidsonVersion: 4.0.4

GREAT!!!I just recently got service through T•Mobile and I couldn’t be more happier and pleased with the choice I have made. Their customer service is amazing and not once have I had a problem since I’ve made the switch. Their service and reception have been outstanding and just amazing. Not only am I paying way less than I had been when I was with AT&T but I have better service with way more options than I did before I made my switch but also their App is just unbelievably awesome. I love how I can manage my account within the App instead of contacting CSR and if I ever whined up needing to contact them I can do so within the App or better yet have them call me back as well. I couldn’t have made a better choice I just wish I would had made it a lot sooner lol but I’m very pleased and satisfied and I couldn’t be any happier about it. Thanks for such amazing service ya’ll have and for an outstanding CSR department ya’ll maintain..My2GodsGiftsVersion: 3.7.0

Incredible Service!!! Recommend to Everyone!We have been with T-Mobile for a few years now and have nothing but absolutely amazing things to say. Actually, come to think of it, we’ve never even had something bad to say... ever! We have traveled across the U.S. and there are very few places (for example, rural Wyoming) that we had minimal or no service. The customer service reps are always super respectful and accommodating! T-Mobile truly goes above and beyond for their customers. Transparency with prices is key and T-Mobile hits the nail on the head! And it doesn’t hurt that just for being a customer, (no additional fees), Netflix is FREE and there’s an awesome T-Mobile Tuesday’s app that gives away freebies and offers discounts for various places (like FREE Dunkin Donuts coffee, to discounted movie tickets, FREE whoppers, FREE weekly tacos from Taco Bell and more)! We always make sure to recommend T-Mobile to all of our friends and family!!.MarineCorpsMPVersion: 4.9.35

Invaluable for rural customersI wish all carriers would do this! Getting to test a network before switching is the right thing for carriers to do. I highly recommend this before switching. Unfortunately for me, this app revealed GLARING differences between T-Mobile’s published coverages and actual coverage in the rural area of north central Massachusetts where I live. Their map shows good 5G coverage, which is not even close to reality. The map shows my home has 5G. Nope. 4Mbps LTE. Very little 5G on rural routes around Winchendon, Gardner, Rindge NH, Ashby, Baldwinville with multiple dead zones… coverage doesn’t improve until you get 45 minutes south or east… despite the official coverage map being almost solid pink. There is absolutely no way I could switch to T-mobile under these conditions… quite honestly, I’m not even sure how they can legally claim coverages are this far from accurate… seems like false advertising. But hey… this is exactly why ALL carriers should provide apps like this. Kudos to T-Mobile for that, anyway..BowlerClukeVersion: 9.0.3

Im so glad ti be a customer of t mobileWhen i became a customer the level of service and help i get is phenomenal i can walk into any store and get helped over the phone i am satisfied by the level of service I get I had an issue a few months after I joined a Kool spoke to a representative on the phone and within about a day they resolve the issue and I was able to get the magenta military plan for that level of service I am eternally grateful I’m so happy to be a T-Mobile customer that I had an extra cell phone with another company I just went and switched it to my tmobile plan! 👍🏾Now if we can find a way to stop with this automatic force changing of passwords every so often that would be excellent to because once you get a good password let you know when you can remember the last thing you wanna do is change it unless you have to😀.Andre514Version: 4.32.0

Customer serviceI came to T-Mobile 2 years ago after being with Verizon for 20 years! When I signed up a rep in the Manteca ca branch helped me and she was great!! Her name was Marisa!! She was fabulous. She got me up and running and answered every question and every concern I had!! Well 2 years later I went back into the store to see if adding my girl friend to my account made any sense and wouldn’t you know it Marisa was still there!! She remembered me and treated me as if I were a valued customer and I inquired about several things/concerns and Marisa had all of the answers as she made me feel very comfortable about making my decision! So she helped me with the transfer of my girl friends phone with her number at att&t over to t-mobile! I don’t know if I am in the right forum for management to recognize her? But if I am I would highly recommend Marisa for some sort of employee recognition award!! Thank u Marisa!! You are great!!!.Papa alex 7Version: 4.0.4

T Mobile ROCK!!I was a 16 year customer of Verizon, and not always happy. I live in the middle of the city. I could rarely get a signal in my own home office in the basement, and sitting in my own living room was a one bar at best proposition. I asked them often about this problem and got no results. Having been thoroughly been indoctrinated to the “We have the best network” mantra, I begrudgingly fulfilled my role as a V-minion. Paying large sums of money for less than expected results, was sticking in my craw. I had a 6 gig data plan and payed handsomely a few times when I exceeded my allowance. When I asked about changing plans I was offered adding more gigs for more money. Putting me at nearly $200/ mo. So I did some research and found T Mobile was tied for 2nd place for best network. I decided to look into their packages. They had one just for me, (the Tech savvy old guy) so I signed up. Hoping for the best. So far, I have upgraded to unlimited everything, got 2 for one deal on new phones for my wife and I, been treated with respect as a customer, and best of all I have 3 solid bars in my living room and 2-3 bars signal IN MY BASEMENT!! Oh the delight in my soul is euphoric. All this, for less than half the price of what I was paying before. Imagine that! So thanks T Mobile, you restored my faith in humanity and gave me a phone service I can use at my home. You ROCK!!.Mace broncoVersion: 3.7.0

Version 4.9.35 is horrible!I just changed my account from prepaid to a post paid account with the same cell phone number. It won’t let me log in with the same password. So, I created a new account but, it still asking me to use the old security questions from the previous prepaid service continue the login. I enter the correct response to the old security questions and it doesn’t let me login at all. My husband tried to login with his account via the website and the app and it just doesn’t work. It doesn’t make sense! Something is screwed up with the website and the app. Now I can’t look at my service nor pay my bill via the web. Luckily, I had set up my new account for autopay. What is wrong with the user interface with both the website and the app???? Horrible and very disappointing. I would give this app at the moment no star..PeisaManzVersion: 4.9.35

App is Excellent - Misleading or Fraudulent International Add-OnsThis app provides excellent information and control over service features, as well as a well designed live chat. Their chat group is real support, capable of making changes on your account. Well done. Coverage and speed is excellent and keeps improving. T-Mobile formerly provided excellent international data at fair prices. However they’ve started to enforce hidden limits that make roaming difficult, and they sell upgrades that don’t deliver what’s promised or reasonable. For example, I recently paid $50 for a 15GB international data pass. I used about 6GB of it. When I returned home, I was threatened with service termination because my international usage exceeded my domestic usage. I use mainly WiFi in the US so have very low domestic usage. It seems fraudulent to sell 15GB of data, rigged so that if you actually use that data, your service can be terminated. Other than that, it’s a great company. ;).ReaderGeekVersion: 4.8.25

BEST CUSTOMER SERVICEGood evening I hope this review finds you well. So let me yell out about my experience at my local T-Mobile, but I have to start from the top. I’ve have my iPhone 5s for the longest time! Recently I updated the software and it completely crashed. I bought a 6s from my friend then that yesterday wouldn’t turn on and I was like “ugh again I just bought this” so I prepared myself to go to the mall since it’s after holiday returns happening I also run a store in the mall and did want to go on my day off. So I upgraded from pretty much a 5s to an iPhone 8 got a case, screen protector and walked out spending $68 and some change. I was like 😁😆😄 and come to find out I’ve been paying taxes on my bill for over a year so he fixed that to. THANK YOU!!!! I’m a 30 year old that’s now in the loop of technology, I actually know what Facebook live is now. Best I phone of my life.Sarah laymanVersion: 3.5.0

Tmobile App is Crap! its a rare occasion I am able to get any functionality from e AppThe app is most times useless, because its near impossible to get it to work. Plus, trying to pull up my account info in my iPad browser, is also a hit or miss, over the years. I dont even know why I pay for my tablet line, when it it always says throttled, when I turn on DATA to try this long annoying process to get into my account without my computer? It looks like if I just want to shop the sight populates that info. ; but if I try getting into myTmobile, the screen is most often blank and never loads. I use 3 different browsers, and none of them can show my account info; so Every Time I end up using up my DATA trying to access my account to no avail. I have finally decided to save myself $20 monthly and get rid of my useless tablet line; because, for the amount of value I get, or do not get from my tablet line shows paying for a tablet line is just not worth it..TrineyGurlVersion: 3.5.0

Past ISORequires ISO 14.0 to update it my IPAD isn’t ISO 14.0. Stupid.Johnn4eyesVersion: 9.2.1

T-Mobile Villa Point KY - TylerI went into T-Mobile today at Villa Point Owensboro KY .. to setup a new service Tyler was so friendly and helpful! Help me set up my phone and make sure everything was good to go before I left the store!! The best service I’ve ever had!!! Thank you Tyler.UmmerdVersion: 4.9.108

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 9.2.2

T-Mobile Negative Reviews

T Stands For TerribleHad a 24 month agreement with T-mobile. It was a nightmare! Beginning with them losing my 4 trade ins, sending them to two different states. I had to prove that they existed and it took them a week or so to track them down. My family had numerous issues with their devices and I several business calls and texts dropped lost or just never came through to me. I got tired of calling their customer service for issues because, for one, most of them are foreigners and I couldn’t understand them and they had a hard time understanding my issues, so the language barrier is a huge negative. Finally, when my 24 month sentence was served they tried to charge me an extra 3 months for my devices, when I called them on it, they agreed with me, confirmed I was correct, and told me they corrected the issue. I paid my final bill and went back to Verizon where I receive superb service and reception. Two weeks later I get a bill from T-Mobile saying I owe another month on my devices. Needless to say my final phone call to them wasn’t pleasant, nor did they bother to correct the issue. Again some foreign rep had an issue understanding my explanation. I was on the phone for 41 minutes and the last 15 I was on hold, so I hung up. T-Mobile is the worst carrier I’ve experienced and I’ve had Sprint as well. I put this out there so I can save someone the misery my family and I went through. DO NOT GIVE YOUR MONEY TO T-MOBILE..Mick0226Version: 4.35.0

Doesn’t support business accounts.T-Mobile is by far the worst provider for business customers who prefer to perform their transactions online. The app does NOT support business accounts, nor is there a dedicated app for this type of account. Logging into the website from a mobile device is an absolute joke. Zero functionality. Any changes, device upgrades, purchases must be done in store or on the phone. In this day and age? Unacceptable. Literally every other provider is better in this regard. Similarly, if you think you can just hop on a desktop to upgrade, make a change to service, or any other basic function… think again. I had to go into a brick and mortar store today to do something as simple as purchasing a new phone on an existing T-Mobile business line. And in the midst of the transaction, the ENTIRE NETWORK went down, and every customer in the store left after it became clear the network wasn’t going to be restored any time soon. So after going to another location later in the day, I finally got the phone I needed. Nearly 3 HOURS of my day was wasted doing something that should’ve been able to be completed online in a few minutes. So yeah… get your crap together T-Mobile, and get with the times. Give business customers a dedicated app, or at the very least allow us to access our accounts through the existing app. Nobody has time for this nonsense..Jessi727Version: 9.1.0

Problems with service on my tablet all the time since switching from Sprint to T-MobileT-Mobile I believe is limiting my use of Netflix on my tablet and charging me for unlimited use so I can’t use it for what I bought it for. First of all they gave me the tablet with unlimited data on Sprint and Netflix worked fine. Then I switched to T-Mobile with limited data and they charged me pretty much full price for that tablet because I switched even though T-Mobile and Sprint are the same company I believe. How can 5G work so much worse with the same tablet? Then I switched from limited to unlimited data on T-Mobile and requested an exchange on the tablet because it wasn’t working well. Then the tablet came in but strangely my original tablet got Netflix fine when the unlimited started so I did not exchange it for the refurbished one. But after a few days of course my tablet stopped getting Netflix and I’m paying for unlimited but not getting service to use either google or Netflix. Went back in to T mobile a few days ago. Of course the safe mode whatever that is went off and the tech updated all the apps and Netflix and google were fine. Now I went back in safe mode whatever that is was turned on again and I can’t get Netflix or google which is why I even got the tablet. What am I paying for? A useless tablet ever since I switched from Sprint to T mobile. I was very happy with Sprint..Sprint before t mobileVersion: 8.3.3

Very disappointedAlthough I like T Mobile branding and their supposed ethos, and I think they are forward thinking with the eSIM app etc, I am an investor and am very disappointed with their customer support and treatment of me. They advertise “no robots, real people,” but so many times I have been left on a prerecorded loop, is that much better than a robot? This app here has never worked even once for me. I have to get on a desktop to do anything, because the mobile web app isn’t very functional either. The 24/7 chat support doesn’t live up to expectations, Verizon is infinitely better. Finally they advertise that you get a local “team of experts,” committed to serving your needs and that they will “even show you a photo.” Well, after some security concerns in Mt Holly, NC, T-Mobile I did request a photo to put faces to names and they refused. I am pretty sure my SIM card has been compromised by T-Mobile employees themselves. So disappointing because I do like their plan options and they have very good service. It could’ve been a good fit in the long run but they never allowed the relationship to flourish. I strongly advise against using eSIM for T-Mobile. Considering the fact they are owned by a foreign entity, not that I mind Telekom Deutsche having my data anymore than Google or Verizon, but they have different standards and laws and I don’t know to what extent they adhere to ours.ThalvfxVersion: 4.33.0

Worst app and website.Their website and app have been horrible for years. Can’t do anything besides pay a bill. Try to add a new line through the app and website, NOPE. Try to change your plan through the app or website NOPE. Try to check your order status NOPE. Forces you to call customer care to do things you should be able to do on the app or website. They literally advertise that you can save money by doing things online. But guess what? You CAN’T. Now they charge for helping you stabling a new line over the phone because they say you can do it for free online. That would be great if their website or app worked. It is almost like a scam at this point. Not sure how a company that says they are so customer focused can have such a poorly executed website or app. Like who is even designing this stuff? Your graphics are so overloaded that they cause the app and website to freeze and crash. I am switching companies after 16 years of being with T-Mobile. It’s 2022 your website and app have always sucked and now I am being charged for my inability to use them, cool. All they want to do as a remedy is give me a bill credit. Not helpful. All the customer service reps I have spoken with say they know the app and website don’t work as they should but there’s nothing they can do about it..Mrose521Version: 9.0.3

The most joke app on appstoreSorry to say that but this app is a joke , tmobile make millions of dollars from people but they cant contract o good developer to fix all this mess , even to make a simple payment is a pain , i cant pay from website because the pages trow tons of erros , and a simple look on the address bar show many mess on their side to tri to fix, no way to pay on website , the app keep show we are improve bla bla bla and show a link to go on website that don's work , even the *233 now make you to waiting from a attendant to make a payment , where is the automatic attendant robot? that was simple and fast , like call the robot get in confirm payment digite a card or use that on on file and done , bring that back! I dont want to speak whit a representative every time i want to make a payment . App forget that you guys don't know how to make one , contract a good developer buzines for that. website ? same thing that thing doesn't work also we are tire of many changes on password , stoping make we change password every 6 month , we dont need that there is nothing so serious on that page , if someone gets that the only thing he can do is pay my account , only place we need a lock is on change numbers , a confirmation text message thats it!.Gstv.incVersion: 4.34.0

Incompetent and negligentI don’t usually have issues with my account because I always just pay my bill but T-Mobile has dropped the ball after requesting a service. I called to transfer my line to another account and for the account to assume my bill, which was supposed to be have been completed on February 2, 2023 after a 4 hour long conversation with reps from Regular Account and the business side. On February 28, I received messages stating that my account is past due and I must make a payment to avoid interruption after I made a payment on Feb. 2nd. I was confused and flabbergasted. Basically, the Feb. 2 (4 hour call) that was supposed to have transferred my line, did not complete anything. They released the line but not the bill, which is not I clearly asked for. They do not have any record of what I wanted. They wanted me to complete the whole process again on March 3, 2023. T-Mobile is incompetent and negligent. You must keep records of what the clients wants and write a memorandum. I don’t know why the process was not completed as it was no fault on my end. For a company like T-mobile, they must do what they are paid to do. If the process is not completed, I will have to report it. Thank you.Loundy D.Version: 9.3.0

Tmobile kidnapped my cellphoneContinuarion: It’s been more than 20 days and Tmobile still not able to unlock my cellphone, after waiting for another 72 hours they keep telling me is unlocked and I just have to master reset it and put the new sim, I just did and didn’t work! Now I can’t use my own cellphone that’s already paid and wasn’t even bought at Tmobile! I purchased my iPhone at apple where all their phone are unlocked and T-Mobile locked it, Currently I’ve been stationed in Alaska where T-Mobile doesn’t provide service and when I tried to use another provider’s SIM card, it doesn’t work. In the past 50 hours I’ve spent about 6 hours on the phone with your customer support and they still haven’t solved the issue. Now I’ve been told I have to wait another 24 hours after the 48 hours I JUST WAITED to get my phone unlocked and the supervisor I was talking hanged up the phone! It is unacceptable that I cannot use my own property because you decided to block it without my permission, I didn’t bought this cellphone from you and on top of that it’s already paid, I’ve been a customer for more than 4 years but I’m going to cancel the other 3 lines I have with you if this is not solved in the next 24 hours like I was told.Tombstone86Version: 8.8.0

The worst service and worst appI had the misfortune to work in an area that only was serviced by T-Mobile and Verizon. Verizon is, or at the time, was very pricey and T-Mobile was more affordable. But since then, the prices have gone up. The app is deliberately difficult to comprehend. Obviously they took all the knowledge of manufacturing user friendly sites and purposefully sought the opposite at every turn. The app hasn’t improved in over 6 years. At all. Customer service, when you have hours to wait, are very polite. But they know nothing. I always ask, for what I have, and what I need (and I am patiently clear with them regarding my exact needs because they are so polite) am I getting the best price from T-Mobile. They are honest and always say they really don’t know. I’m no fan of any major cellular service. And don’t get me started on how idiotic T-Mobile Tuesdays are. I’m not a teenager so I dont have the time to save a few cents on something I never need in 48 hours or less. But I do need cellular service for an iPad Pro and maybe my Apple Watch. I’d kill digits since I need my phone nearby for the better watch apps anyway. But no one at T-Mobile knows. Anything. Again, kudos for polite staffers, but I was born already too mature for your useless app..AvphdVersion: 4.9.96

LiarMore than a year ago, I wanted to add 2 more lines to my account and I gave them a call if they had any promotions going on. I and my friend who wanted to join with my account talked with them on speaker. She said that they had promotion that I could get 2 new iPhone SE just for 2$ each month for 2 years. My friend who sat next to me the whole time said okay let them add 2 more lines to my account. A month passed, they charged me for 16$ instead of 2$. my friend and me just let it go and pay 16$ each month for them. And recently the same friend wanted to cancel one line and just pay off that phone. I called to their customer service and asked them how much I had to pay off the phone. She said I only needed to pay 8$ for last month and the following month. But the following month which is this month I got charged 16$. T mobile is such a liar. Those money is nothing to me but I’m sure they do this to other customers too and I’m not just letting it go. I will share this everywhere and I will write the complaint to their company too. Lastly, I with other 6 lines from T mobile will switch to other carrier. And I will try to convince other people stay away from T mobile too..Adore pektouVersion: 9.2.2

Great Service Archaic AppI recently switch to T-Mobile, and overall satisfied with Service, Plan, Benefits, but really surprised with how much money T-Mobile spend on Marketing, sometime wasting as they keep targeting me over and over even though I am T-Mobile customer, I strongly suggest T-Mobile management to deeply look into their marketing strategy and technology and digital customer experience. The app is so outdated, buggy, unfriendliest from customer experience stand point, they could probably switch some of the $$ from marketing to innovation and digital experience, i am giving 1 start just due to bad digital experience. Customer service is good, but log wait again due to digital experience is not great, they need to redo their app, make it all native, rethink the UI/UX, I would even suggest to go FinTech and build an app in parallel, and slowly build it up and demise this hybrid crappy app. Yes people want better network, connectivity & customer service but who wants to not able to self service or wait hours on phone to get connected to person. I urge T-Mobile to really think through their digital strategy, it crashes, freezes, lot of opportunities to fix things….AmBhuVersion: 9.2.2

Service is friendly enoughBut market leads the the way providing nothing really real in real time I get very poor signal we’re I live there upgrading for marketing,, odd that I down loaded a measuring signal reception to see what service provides the best signal in my area and t mobile was rated the best, I have disconnected service at times rarely get the internet on my phone , there signal booster works some what, guess will check into getting a outdoor antenna signal booster, but need to do more research or eventually maybe go to a different carrier, research the price, et. I use to have cricket service never had difficulty, but wanted more down load speed and the accessory app said t mobile was better so who or what can I believe, customer service is friendly but I got miss leading information which put me into a bind and still not resolved since of October of last year and it is ongoing I say where is my new signal booster as I was to get it in December, but as said I assume I could get a yagi outdoor signal booster probably be better then the t mobile signal booster how do I find out, then it reference to getting a free one or paying for one,,,WOW... so I got various miss leading information then how do I qualify the truth.PettttmeVersion: 4.9.35

Don’t get into a bind with your billWe all know things happen beyond your control, I have been with T mobile for Almost 5 years, I had a situation where my Mom died and she let her insurance lapse,so I took my bill money and bury my Mom, than on top of that someone hack my cking account and I had to shut down my bank account after 21 years of the same account, I called them and told them what happen and could I get a week to pay the bill in full was told they could give me 48 hours after the due date, I give them 400 a month for services and just recently has been going thru, never been late until the last 3 months and this the thanks I get for 5 years of services now was told they will be shutting off my service after 48 hours of the due date, so now I will be taking my business somewhere else, talking about kicking you when you already down, I bet no one will see this review, and I have never written a review but this one I had too, my heart is really heavy, thanks T mobile, never had my service cut off in my whole life, but always a first, just like my bank account situation.Mz C 7Version: 4.8.25

App useless, requires calling 611 to make changes to accountThe T-Mobile app, and website are completely useless, there are no drop-down menus, or no progress bars, and you’re left clicking or touching things and you have no idea if you have to wait or is anything is loading. On top of that, their app, and website does not allow you to make any account changes, like removing any devices from your account, it only allows you to make purchases or ADD services, not take away services, which is EXTREMELY SHADY. So, my wife and I decided to go to one of the T-Mobile stores, and again, you’re not allowed to make any subtractions to your account, only purchases or additions. SHADY! T-Mobile employees, Are EXTREMELY helpful and sweet. But they have no power to do anything to help you. So, you MUST, I repeat, you MUST call T-Mobile directly to make any changes to your account, did I mention, SHADY?! T-Mobile USE TO BE a great company, but since this new CEO took over, they have some crappy rules. T-Mobile is SUPPOSED to be a TECHNOLOGY COMPANY. Yet, their technology and in this case customer service very much falls short. Goodbye T-Mobile..Dog Pound DynastyVersion: 8.4.0

Very disappointedI had an account with T-Mobil for 2 days. I cancelled my account because I found a cheaper deal somewhere else. Upon canceling I was told my account was taken off of auto pay by the rep over the phone. When I went to pay my other bills in mid July I found that t-mobile taken out $288 from my account. When I called customer service they were hard to understand and told me they could not help me and I would have to go into the store. The workers in the store were very nice and tried to help me take care of the situation. I was told it be put back into my account but after waiting 3 days it still was not returned. I then got late fees from my bank and bills. I called again to find out they mailed it to a address that I specifically told them was not a mailing address. I even gave them my bank account number and routing number to not confuse them with a mailing address. I am still waiting for my refund and am very disappointed in how T-Mobil operates. Because of them I now have late fees to pay a and still no refund. I would not recommend this mobile carrier to anyone due to poor over the phone customer service. Jessica S..Ms. Pink05Version: 4.0.5 (15)

So Incredibly SlowI really don’t understand why others have rated this app so highly. I suspect that many reviewers are confusing rating their T-Mobile service with rating the performance of this app. The cell phone service definitely is very good. I would say that it is as good or better than what I had with Verizon, but for significantly less cost. But we’re supposed to be talking about this app and that, I have to say, is horrible. Most of the time it is glacially slow when it comes to loading any item from the menu. I know that the problem isn’t my new iPhone. I’m pretty sure it can crush any numbers this app has to throw at it. I know it’s not my data rate because that has been great whether in cellular or Wi-Fi data. I suppose it could be that all of my T-Mobile account data is being handled on a backbone of networked Commodore 64’s, but that seems pretty unlikely. So I guess that leaves us with an app that was developed on the cheapest of budgets. Whatever the cause, Commodore or self destructive stinginess, this is a horrible slow app that in no way deserves the high ratings given to it by others..A4CabrioVersion: 9.2.2

Register ErrorI’ve been with T-Mobile for a couple of months & I must say even though the customer service is pretty okay the developing of the T-Mobile app is disappointing. One reason being is that, after creating a ID loggin & exiting out of the app, you attempt to log back in from the welcome screen “Hi, John Doe” I check mark save password and enter password, you get a error of “you have not yet registered for T-Mobile ID” even after the fact of me being able to gain access through the website into my account!!! Now if I click on the “Not Me”? At the bottom of the app, it redirects to the Welcome page where you enter your credentials and from there you can gain access to your account! It’s a huge pain given you always have to reenter your information! Even inside of the app you navigate to your profile and to settings & then to “Touch ID”, it doesn’t allow me to cycle it on! There’s some huge flaws in the T-Mobile app, like seriously more money needs to be poured into redeveloping this app especially for a company who’s expanding its network!!! Everything needs to flow through & through.DabossheizVersion: 8.12.0

App is atrociousCannot even place a simple order on the app without having to call the main number. Listening for 22 mins of loud speaking person and garbled music I end up reaching a whisperer Lisa in India who overspeaks everything said. Redialed again and waited on hold another 16 mins to get Ariel who gave me the wrong data plan choices and obligated me to call yet again someone else. Super fun to wait on hold another 20 mins and listen to someone gush apologies but still be clueless about the basics of looking up an order. Demanded I provide the order number and wanted me to check my email while on the phone because she didn’t want to waste time looking it up herself!! Because I didn’t place the order on line I was unable to get the free shipping. That was not helpful. App itself is garbage. It repeatedly links to ancient data or completely incorrect data. Looked on app for my order placed today. Clicked for more details and it brought me to an old order from May 14- 3 months ago. Woman said she’d open a ticket and I just laughed. Deleted the app permanently and now will gladly go to ANY other vendor because TMobile doesn’t need my business..Christa1212Version: 4.9.101

Sprint to TmobileDisappointment. I went to the T Mobile store to get a new SIM card to move my account from Sprint to T Mobile. I spent a long time at the store with a young man named Andrew. He thought of everything did all the steps for me saw I had insurance coverage through Sprint so he had move move the coverage from the Sprint system to TMobile. The problem is this APP. tells me I am a Sprint customer and keeps switching me to Sprint. So I can not use this App even tho I am their customer. I hate hate hate calling customer service on the phone they disconnect me and do not call me back after I waited35 minutes etc. the stories go on. My issue is when I had Sprint they were no issues. I made no customer service calls. But since Sprint was acquired by TMobile. Lots of customer service calls. Unable to get calls to go through. Dropped calls. People can not hear me. They say I sound like I am talk on a tin can with a piece of string. I do not know how that is possible I am sitting the the same chair in my house not moving. No prior issues. But , since I am on TMobile 5G my service is no longer the service I bragged about. 😪😪.Heyjude521Version: 4.31.0

Got lied toThis isn’t about the app. I was told I could add a line for free for as long as I was a TMobile customer. I added the line and my bill went up $30 dollars. I brought this to their attention and they fixed it then it kept happening every month. They fixed it as I complained but finally this month they said they could no longer fix it because I wasn’t eligible for the free line in the first place. I told them that the representative assured me time and time again it was free, they said I should of known better because of the documents for the promotion they sent me showed I didn’t meet the requirements for it. I’m just saying in the eyes of T-Mobile I don’t know why I qualify for and what I don’t. When I ask the customer service representative if they are sure and they reassure time and time again that it will be free, it should be free. So after 3 months of arguing I had to cancel the line or pay for it. Again this was all my fault, that’s what they told me over and over. No responsibility taken for the lies the representative told me. Will be looking to switch soon..ImtheleadVersion: 9.1.0

Worst customer service I’ve ever experiencedI am currently in the process of switching from Sprint to T-Mobile I received an email that my account with t-mobile has been activated but when I tried to type in my email it would not let me log in. I ordered my new phone a couple days ago and should get it in the mail sometime this week I called their customer service line to try to have them help me figure out if my account is activated and what my log in is but they kept asking me the same question (if I have the phone or phone number associated to the account) and I kept repeating myself over and over until I just got so fed up I hung up and basically just said forget it. Then I go on their website to see if I can talk to someone through their online chat option and he was giving me problems and made it seem like he wasn’t even reading what I typed and I had to keep repeating myself over and over again until I finally just gave up again. I thought Sprints customer service is bad T-Mobile is NOT any better T-Mobile is the worst customer service I’ve ever experienced in my life.Dalcavage26Version: 4.8.25

T-mobile doesn’t take care of the customersI made the mistake of switching to t-mobile about 2 months ago and completely regret it on of the worst mistakes I have made I checked with them first on service coverage and they said they have excellent coverage in the area’s where I live and travel . I checked their maps and yes it even says they have 5g coverage where I live I would only be using 4g due to IPhones limit but still they make a commitment just like the customers do! I get home and I have 1 bar of service in my house and outside some areas of town If I am really lucky I might get 2 after numerous calls they send a In home signal booster only to find out it will not port with my Internet router provided by Xfinity so T-Mobile says it’s the ISP fault. Eventually I find out that they have 1 tower in the entire city. And it’s not close enough to be providing any service whatsoever. Now when I tried to call technical support I get a recording that says that they are having technical difficulties please hang up and try calling later. NO KIDDING TECHNICAL DIFFICULTIES THE ENTIRE COMPANY HAS DIFFICULTIES AND SEEMS DISHONEST FROM THE START..Tmobile dishonest frm startVersion: 4.9.92

Customer of more than 20 years fed upI have had my account for over 20 years and I’ve never had an issue. 5 months ago I bought my daughter a watch I still haven’t been able to access bc they never fixed whatever issue they had with me being able to access the app. I recently was told I was getting a BOGO and my bill would only increase by 20 dollars when I went in to upgrade my phone. It went up OVER 100 DOLLARS. I called and they told me on my next bill they would make changes to drop it down closer to what I was promised. I just got my bill and it’s 30 MORE. I was on with them for a full day with no resolution and the promise, like my last call, that next month it would drop. I told them I wanted to cancel it all and they won’t let me return my phone bc you can only return phones 20 days after getting them which was before I got my bill. I hate them. I plan to sell all my devices and to never return. Awful service where they lie to you and fix nothing. Do not move to T-Mobile if you have any other choice..Katia CLVersion: 9.0.3

Do you want my money or WHAT?It’s taken 3 days to get my payment to go through(and this happens practically every month now). Finally, right down to the wire, I got your app to “Accept and Submit”. And your website is just as bad! App & website don’t want to load... “Accept and Submit” doesn’t take, it just bounces right back to the prompt, not going through... and this isn’t even half the grievance I have against this app or your website. So glitchy, so laggy, absolutely totally inconvenient, the both of them! And since my local store had to close down during Covid, I don’t have the convenience of just popping in there to make my payment. Yes. It was actually MORE convenient to just drive over to the store to take care of any needs. This is ridiculous!! You can look through numerous other reviews in here giving similar complaints since apparently the start up of this app. And yet nothing seems to be getting done about it or your website. Seriously wondering if I need to look for a different plan. Really tired of this crap. 😡.BO1060Version: 4.33.0

Fix this is a shame!!This app has a lot of issue. Doesn’t work right. One of the biggest phone company shame on you guys. How is possible that a app can only work with your phones. And my factory unlocked iphone? Why i have paid a lot for a phone to be unlocked from apple?!.Luyon123Version: 4.3

Doesn’t workApp doesn’t work. At all. Has never worked..Billibob_90Version: 4.9.108

App won’t pickup geo locationThe geo location for the address auto complete my address, but when I submit a request it says it invalid, even when typing manually.Guyl3Version: 9.2.1

App - BrokenPay your coders and get someone to fix this app instead of giving a link to redirect to your websites. Some of these reviews saying to fix it are from 2 years ago. Enough said..NormanPepeVersion: 9.0.3

Garbage!“We’re not ready for you please use web version”.Lev SokolovVersion: 9.0.3

Not workingI can’t even sign on. after entering sign on details the screen keeps refreshing a blank white screen. Please fix this!.I-lovemyfreakingcoffeeVersion: 8.13.0

Keeps signing out every other minuteIt Keeps me signing out every other minute Why do I need to login again and again App has very bad user experience.McbcgmVersion: 8.6.0

Does not work for prepaid customersThrows a ‘we’re working on it’ error for prepaid (T-Mobile Connect) customers. Not good enough T-Mobile, come on!.Argonaught83Version: 4.35.0

What is wrong with T-Mobile?There is nothing on this app that works. When something does appear to work it links you to the web site which states they are ‘updating and optimizing your experience’. Must be an awesome update because they have been working on it for months. Any idea when your app and web site will actually work T-Mobile?.Where is the WHL AppVersion: 4.29.0

It does not work at allOne of the worst apps I've ever seen..ShahinpourVersion: 4.9.112

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