T-Mobile (www.t-mobile.com) has a 1.3 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Utilities and its reputation is poor. 88% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Customer service, Price. Last updated 2026-08-12.
Most reviewers were let down by their experience overall. Consumers frequently reported frustrating encounters with unhelpful customer support, lengthy waiting times on the phone, and unexpected price increases on their monthly bills. Many individuals also struggled with unreliable network coverage, frequent dropped calls, and unexpected connection issues following recent company transitions. However, some reviewers were happy with the knowledgeable and polite store staff who consistently provided patient and attentive assistance. These customers truly appreciated the dedicated professional support they received during their direct visits to local service centers. People noted that dealing with representatives in person was often much better than handling issues over the phone.
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If I could give them a minus 100 I would. Absolutely the worst Customer Service you could ask for!! This company is an absolute train wreck and I don’t know how they make it!! Not only that the worst cell phone service!! I DO NOT recommend!!
New CEO new prices talk about screwing people this ass has it good for his or her pocket if you can steer clear of T-Mobile as you will get screwed..
Great job by Jenna helping me get my wife’s new iPhone set up!
Horrible customer service. Not efficient and a total waste of time. They did not make the changes needed after 2 hours on the phone. Three different customer service representives. And not one did their job.Yet before I was done the representative told me the changes to the line had been made and we got the Essentials Plan. I have been with Tmobile since they started and I'm definitely leaving. Not worth the frustration, lack of respect for loyal customers and the bad work ethic from employees.
Terrible customer service waiting for hours for help. Rude. 23 years with t mobile. Very disappointed
The people running this company has FOREVER lost my business. They tell you your rates will never go up, Lies they have gone up twice in the year. 1st time they came out and would not accept autopay from my bank. They wanted the ability to get the money out thierself or charge me 10.00 more a month. Then came this year excuse they were doing away with the plan I had because of 5G, another 10.00 a month. I paid in full and moved my service a week before the next billing cycle and get a letter with some B.S. mid cycle changes for $4. Try calling them about this and they said they cannot access my account because my phone was no longer with them. I would have to go to their store to vertify who I was.
This company is a joke. I have had my SIM card replaced 4 times the phone still does not work. They keep telling me they have to send me a 4 digit pin to verify the account. How can you send a pin to a phone that doesn’t work? Take your business elsewhere this place is a worthless. Joke
Customer service is awful. After sitting on the phone FOREVER they’ll ask for a call back number for if you get disconnected (which i have every time) and get no call back. I then have to restart the whole process AGAIN for the same thing to happen and no results. They told me an investigation for fraud to close lines on my account should be completed within a week and it’s been MONTHS now. They are still trying to charge me for lines they said they would cancel.
DISASTROUS CUSTOMER SERVICE UNEXPECTED, UNANOUNCED 10% INCREASES IN THE BILL TAKING ADVANTAGE OF THE AUTOPAY. I HAVE BEEN TRYING TO CONTACT THE COMPANY FOR TWO MONTHS, they do not answer the phone and their chat system is not working. I have been with Sprint for years and from the time it merged with T-Mobile, the service has been sliding exponentially; I believe it touched bottom and it can't be any worse than it is now. TIME TO CHANGE TO A MORE SERIOUS COMPANY!!!
I have closed my account since feb 2026 and now I have a collection debt account because they failed to follow their own procedures and still I have to pay for their consequences of poor procedural formats.
I have been having an issue with T-Mobile since October and I am extremely frustrated with how it has been handled. In October I purchased T-Mobile Home Internet from a store. Before I even left the store, I changed my mind and asked if I could return it. The employee told me I needed to bring it back the next day according to their policy. I agreed and returned the equipment the following day. However, the employee who took the equipment back never asked for my name and did not scan or register the return in their system. After that, I started receiving bills for over $200 claiming that I never returned the equipment. Every time I receive a bill, I call customer service and explain the situation. Each time they tell me not to worry and that I do not need to pay. But despite this, I continue to receive bills and late payment fees keep being added, making the amount even higher. This situation is extremely unfair and frustrating. I returned the equipment exactly as instructed, yet I am still being charged for something I did not keep. No one wants to pay for something they did not use or keep. I hope T-Mobile takes this issue seriously and resolves it properly. Honestly, if you are looking for horrible customer service and unnecessary stress, this is the carrier for you. No one should have to deal with months of billing problems for equipment they already returned. I am extremely disappointed and hope this issue is finally resolved.
Absolutely terrible !!! All around horrible company!! customer service 👎,network 👎consistently missing calls! I would never recommend or use T-Mobile!!
It is impossible to cancel your service line with them whenever you find a better deal with another provider. I have been a T mobile customer since 2014 and switched to AT&T in January 2026. I went to the store in person to cancel my T mobile completely and paid off all remaining balances on the account in January 2026. The T mobile store was at 314 Sawdust Rd, Ste 102B, Spring, TX 77380, and it is now permanently closed. The T mobile agent there closed my account but made a line for me without my authorization. I don't know if he was trying to earn a commission or it was a mistake, but they have been billing me for that new line every month until I discovered it in June 2026. That line was never used because I had no knowledge of it. When I discovered it in June I called T mobile and cancelled the account immediately and they conducted a fraud investigation, which showed that I was not at fault and they would credit my account in 2 billing cycles to cancel my entire balance. However I still got frequent mail from T mobile saying I owe a $500+ remaining balance. I would spend an hour almost every week on the phone with T mobile and each time they would reassure me that I am not responsible for the balance. I also made sure each time that this bill would not be sent to collections before it was worked out to affect my credit score. Multiple different agents have reassured me they would not send my bill to collection. Sure enough today, I got a call from the collection agency. I decided to just go ahead and pay them so it wouldnt negatively affect my credit. This whole ordeal has been a nightmare, a huge waste of time resources, frustration and eventually I paid a collections bill I wasnt responsible for.
I have been a LOYAL CUSTOMER FOR OVER 31 YEARS. Since day one I have always had unlimited plans at one point with the Motorola flip phones walkie-talkie I had 10 lines at one time. I have had the top of the lines plans, along with the senior plan for several years. Firstly, they got rid of my Samsung upgrade for every two years The representative tells me not only did that, they are now replacing the 55 plus plans that will cost me more I am living on limited income as many others are and there's no cost retention or loyalty to customers especially myself who has been there after you look it up over 31 years with the same phone number. I am GREATLY DISGUSTED. I have always stayed loyal and could have switched companies every two years so in the long run they screw us all out of our service plans and have no remorse or retention whatsoever they should be ashamed of their self.
T-Mobile promised to never raise the price of my internet service. The plan I have was supposed to be price locked. They conveniently “retired” my plan and raised my monthly fee. Do not trust them. They do not honor their word. Do not sign up for any services with this company!!!!
We moved to pensacola fl with our T-Mobile service. We found there was poor phone service and no Internet service. I spoke to a rep on luly 10 who informed me there is basically no T-Mobile service in Pensacola fl and switching carriers was my only option. The rep informed me my account had just been paid for another month but assured me my account would be be canceled on Aug 16. Well come Aug 7 I get another bill for another month and the rep on the 49 min later couldn't fix this issue without a supervisor review and two more days waiting. Horrible experience is putting it politely.
If you are considering T-Mobile, I would run the other way as fast as I could. I’ve been with them since they brought out Sprint. They are terrible. I had a magnolia military plan that was for life. They were never supposed to go up on that. They constantly went up on it. You cannot trust them. They are very dishonest. Praying this class action lawsuit makes them responsible. we still have them and I just told my kid on my plan you have until October to get your own plan. We are getting rid of them. I would rather pay more if someone’s honest then I would to be with someone that is totally dishonest. if I could give them a zero, I would.
Well a couple weeks ago I left a 1 star review so I figured I needed to leave a good review of an experience as well. We were us cellular customers for 19 years. Then t mobile bought them. The takeover a couple weeks ago was miserable but I left review for that. They said we didn’t have 5 g in our area and not to expect for 30 to 60 days at least. We barely had internet and had sos signal. 3 days later after the cs person said she put a ticket in for us to make them aware we realized we had 5 G and we have high speed internet now much faster than us cell and less money. We actually saw them working on the cell tower by our hospital. Good phone signal now as well. Thank you t mobile. I am cautiously optimistic!
Their "fastest 5g internet" is the 2026 equivalent of AOL dialup! I wish that was hyperbole but sadly it is not. We cancelled our service with them within four months of signing up. Every indicator said that we had "excellent" signal strength, yet we rarely had an actual connection to the internet. We were regularly forced to rediscover and reconnect all of our smart devices. Customer service continually wanted me to factory reset the router, basically starting from scratch each time. The best part was when the customer service rep admitted that they get these type of calls all the time! That tells me everything I need to know about the "quality" of their service.
Agent online Joanne thank you Well I've been sick and my account was due I asked for a extended time to pay even with the late charge and the online agent was awesome to help me Joanne thank you so much TMobile you need to keep Joanne forever ❤️
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