INITIAL LETTER TO T-MOBILE:
To whom it may concern:
I am writing to you today concerning a long time issue I have been having with the coverage provided through T-Mobile. I have been a customer of yours for more than 5 years, starting out as Pay-As-You-Go customer, increasing my requested coverage as my needs increased. I currently use the internet frequently as well as the texting feature but don't find myself making calls as much because of the lack of coverage I am getting.
We have been forced to maintain a home phone because our cell phone reception is nearly non-existent from our home, and although that has solved that problem in part, it obviously doesn't help us to make calls when we are away from our house. In addition to the problem making/receiving calls, I have had to download Pinger (which is a wi-fi app) just so I can send texts from my home, as the standard service you provide rarely works.
Just recently I had my partner switch over to T-Mobile, as she was unhappy with what Sprint had to offer. I have always been happy with the customer service you provide and your rates have been fair, so I encouraged her to move over to a Family Plan with me. I think that the problem with mediocre coverage became more prevalent with that decision however, because now I notice that it is not just me that is having issues, but her as well. We have done troubleshooting on both phones and I am certain it is not the devices themselves. Our issue with T-Mobile's coverage is not just in our home, but all over the Metro area.
When she was working in the center of Downtown Minneapolis she had no texting service at all and couldn't make a phone call from the corner of 9th Street and 3rd Avenue. When I drive home from Mendota Heights regardless of the weather or the time of day, my phone drops calls constantly. Yesterday alone I was unable to make a call out from my phone off Hwy 55 and the Mendota Bridge in Mendota Heights. I lost 6 phone calls in the 19 mile drive between my work and home.
There are the consistent T-Mobile dead zones I expect (like the Hwy 94 West/35W North split just outside of Downtown Minneapolis), and then there are the surprise dropped calls that unfortunately seem to be increasing. Everyone I talk to on a regular basis, whenever I lose a call, says "Oh, I know. You have T-Mobile". I have lived with it for quite sometime because I was willing to sacrifice good coverage for the good and personal service I have always received with your company, as well as your prices. I am however at a breaking point these days. I feel like I am paying for a substandard service and now I have someone else who is suffering with me since I had her join my Family Plan.
In our home we have tried the signal booster hoping that would help and it did not, as we were not even able to get the bars necessary to bounce the signal off of it to assist us in making an outbound call. We have complained on multiple occasions and have been given a credit to our account which we appreciated. We have been assured that it would be looked into and told that the information on that end on the "coverage map" showed we "should" be receiving 2-3 bars of coverage. I can assure you if you stand out in my backyard or on the sidewalk away from my home you cannot make a call at all, unless by some very rare fluke of a chance. This is not only costing us money with T-Mobile in paying for a plan that gets zilch for coverage, but it also costs us when we have to maintain a home phone just so we have coverage while we are at home since the cells don't work. I used to use HotSpot but found that kind of a pain as I had to toggle back and forth in my settings just to make a call. It was by no means ideal.
Where we are at currently is that we are going to need to find another provider, as this issue has not been resolved with our previous complaints. Not ideal for us or for T-Mobile, but we cannot continue to pay for a service that is not working for us, good customer service and fair pricing aside.
I would like to find out if we can get out of the 2 year agreement that we are in with the second phone on our plan. I would normally ride it out but I don't believe we should have to considering the circumstances. We have not selected another provider as of yet, so this is not a request to turn off service, but I would like it if you would let me know which direction to go with this. Would you be willing to terminate my contract with you without charging us with an early termination fee? It is going to further cost us to buy new Smartphones with whichever carrier we decide on, so your assistance to curb some of the costs we will incur with the switch. Especially considering this is not something we want to do but have to do.
I appreciate your assistance in the matter. I really have enjoyed T-Mobile and this is a big disappointment for me as I would like to continue being a customer of yours, but as I'm sure you would agree, it makes no sense to pay for something you aren't getting.
********** Resolution - early termination fee waved **********In July we get a bill stating we still owe money for a month that the phone was inactive and cancelled in. I call T-Mobile and got no satisfaction in their response. I then complained to T-Mobile Corporate......
BETTER BUSINESS BUREAU COMPLAINT
Complaint Type:Wireless Complaint
Description of Complaint:
I had been a customer of T-Mobile's for more than 8 years, the last 5 or so wrapped in a plan with them. In June 2012, I encouraged my partner to move over to T-Mobile with me. Although I had a few coverage problems myself prior to this, I had weighed my options and opted to stick it out with T-Mobile. The issues with that poor coverage however, became more prevalent with time and I had called and complained to T-Mobile on numerous occasions. In May 2013, I wrote to T-Mobile with my intentions of canceling our plan with them. I had asked them to waive the early termination fee considering the circumstances, which they agreed to do.
In May we purchased new cell phones and on June 4th (before the new billing cycle) I called T-Mobile to cancel one number and port the other to the new carrier. Our lines both became inactive within minutes of that call and I assumed that was that. We both began to use the new phones and the line in question sat inactive and unused for the month of June forward. In July we received a bill stating that we owed for a full month of service. I immediately called T-Mobile to advise them of their error and asked that they adjust the bill, removing the charges. They refused.
I was instead told that I had not "properly" cancelled the second line; that there was a "process" that they had to go through that was not done on that call. I advised the representative that I was never told of any further steps or procedures involved when I called in to cancel our lines and port one of the numbers. The rep offered to lower the bill but indicated she would not wave it. Unhappy with her offer, I asked her for someone higher up to speak with. She indicated there was no one above her. After being unsuccessful in my attempts with customer service, I filed a complaint with corporate. Today I was advised via mail that I would now not only owe for the full month of June, but for any and all charges incurred up to July 15th, when they actually considered the second line to be cancelled.