US Mobile

Hi Tho, Two years in and still five stars, that's exactly the kind of loyalty we love seeing. Really glad the pricing and support have held up for you this long. Thanks for sticking with us and for the recommendation!

Hi Zora, We're glad to hear our support team was able to make things easy for you. About the sudden spam hike, what happens is when you port a line, the number appears reachable in the broader phone network and the spammers just start to attack it. We have an add-on to get through this, Spam Protect: it's available on all three of our networks, but it works a bit differently depending on which one you're on. I've reached out to you via email to discuss a few options to get this done. We'd be happy to help get this sorted out.

Hi Chris, A couple of years of coming back and getting consistently good support each time says a lot. Really glad our team has taken the time to actually note down your issues so things stay on track rather than starting from scratch every time. Thanks for the shoutout to the reps who've helped you along the way, and for sticking with us for so long!

Hi Carlos - thanks for laying this out clearly. Prepaying for a full year on two lines and then losing data that early isn't the experience we want you to have, and five hours on the phone without a resolution shouldn't have happened either. We've already reached out to you directly via email about this as well. On the compensation side, our standard refund policy includes a 45-day window, and requests outside that timeframe aren't typically eligible. That said, let's first get your service working the way it should, and once that's confirmed, we're happy to look at what other options might make sense for your situation! We want the chance to make this right. We'll personally take ownership of your case and make sure you don't run into this again. Feel free to reach out anytime at [email protected] as well, we've got this handled.

Hi Sean, We’re really glad to hear our customer service has made a positive impression, and we appreciate you bringing the equipment-related concerns to our attention Although the hardware side of the service is handled directly by Starlink, we’ve already escalated the matter as discussed since you reached out to us, and our team is continuing to work through the available next steps. We’ll keep you updated as we have more information on this matter. We truly value your trust in US Mobile and appreciate the opportunity to stay involved and support you through this.

Hi Michael, We understand where you’re coming from, especially after being with US Mobile for around two years. Longtime customers are incredibly important to us, and we don’t want you to feel like the best opportunities are only available to people discovering us for the first time. There’s actually an important distinction here: you don’t have to be a new US Mobile customer to take advantage of this offer. The promotion is available to existing customers as well when adding a qualifying new line or bringing in a new number. So rather than being something you’ve missed out on as a longtime customer, this is an opportunity you can still take advantage of. We’ve already followed up with you via email to make sure you have all the details and can take advantage of the offer if it works for you. We’d genuinely love to keep earning your business and show you that being a longtime customer doesn’t mean you’re left on the sidelines. If you need anything else, you can also reach us at [email protected].

We really appreciate you taking the time to share this feedback. We understand that having to spend hours going back and forth just to get a clear answer isn’t the experience you should have to deal with, and it’s certainly not the experience we aim to provide. We’ll make sure that moving forward, you’re getting a smoother experience with clearer and more helpful support. On the $10 charge, there’s one important detail we’d like to clarify. When a line is scheduled to move from a Shared Data Pool to an individual plan, the payment is processed when the change is scheduled, while the new plan itself begins on the scheduled date. In your case, that means the $10 charge and the August 23 start date are both expected, they simply represent two different parts of the plan change. Where we do see a reason to take a closer look is the “Total Due Now: $0.00” shown during checkout. That should have reflected the $10 being charged, so we’d like to understand why the checkout screen displayed something different. If you still have a screenshot of that checkout page, feel free to reach out to us at [email protected] with the screenshot and your line number or account email. We’ll be happy to take a closer look and make sure you get the clarity you were looking for.

Hi Jeffrey, Thanks for taking the time to share your feedback. We want to add some context here since the trial works a bit differently than what's described. Porting your number in during the trial lets you test our actual network and coverage with your real number, rather than a temporary or secondary one, so you get a true sense of how the service performs before committing. If you decide to move on after the 30 days, you're not locked in with us. We'll provide the account details you need and support you in porting your number out to another provider. You can check out our full trial terms and conditions at www.usmobile.com/get-started (bottom left of the page). Feel free to reach out to us at [email protected] if you'd like a hand with any of this.