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.
What reviewers say
AI generated
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.
Auto-generated from all reviews of this business. For reference only.
What people say
KevinFrance · 1 review · Experienced 2026-08-02 ·
★★★★★
**Issues with International Package:**
**Issues with International Package:**
I purchased a 10-day international package while traveling in Cologne and Paris, and I’m very frustrated and upset with the service. It has been consistently slow and, at times, completely unusable. When I reached out to customer service, they suggested that I might have been in areas with weak Wi-Fi. However, that is precisely why I chose this package: to access Google Maps and the internet reliably.
I find it unacceptable to pay $50 for a service that fails to meet its intended purpose. I plan to switch to a carrier that offers better service and a more reliable connection overseas. This has not been an isolated incident; I have been trying to use the service for at least 5 days, and it has not been working properly. It does not work at the Cologne airport either.
M
Michele WUnited States · 1 review · Experienced 2026-07-29 ·
★★★★★
Never wanted to leave US Cellular but…
Never wanted to leave US Cellular but had to. Was never happy with T-Mobile. Tried to switch on 7/29/26, but T-Mobile has my $800 phone locked and useless because I left them less than one year after starting my prepaid plan. I have been unable to unlock my phone and will buy a new unlocked phone so I never have to deal with T-Mobile again.
A
Andrew KlinesmithUnited States · 1 review · Experienced 2026-08-01 ·
★★★★★
Is charging way more for two lines than…
Is charging way more for two lines than I should be getting. Will not match cost that is offered from Verizon. Service is subpar and goes down to edge or worse in a lot of places. Inside buildings are worse than other providers too. Ordered a replacement phone through their insurance and the phone they sent was in as bad physical condition as mine and the battery health was even worse (80%). They claim this was a “refurbished” phone. The support chat bot is useless and it takes forever to get a real agent. They don’t even tell you where you are in line. They don’t keep history or transcripts so you have to start all the way over if you need to revisit something. The people in the store in kennesaw were nice and helpful though.
J
Jason NolenUnited States · 7 reviews · Experienced 2026-08-02 ·
★★★★★
I spent an hour on the phone with a…
I spent an hour on the phone with a representative and was promised one thing, then when I go into a store to upgrade my phone, I'm told something different. When calling in to speak with another representative, I was told that the information I had been given in the previous conversation was inaccurate and they wouldn't honor the verbal agreement, even though it was recorded and I had a witness that heard the conversation. I've been a customer with T-Mobile for over 5 years, until today. They lost a customer and I'll be letting others know about my terrible experience and how I was lied to. Don't do business with them. You will regret it.
Final FixDenmark · 1 review · Experienced 2026-08-02 ·
★★★★★
Absoulute disaster
Absoulute disaster. I cannot figure out how to use data roaming for years now even if I have Klax M and roaming enabled on my phone. Their app chatbot stops after 4 messages and cannot be restarted. No easy way to find their support number (do they even have one?).
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NonnaUnited States · 2 reviews · Experienced 2026-08-02 ·
★★★★★
Yep - Customer Service is Awful
Yep - T-Mobile service is rubbish. Call in get told one thing go into store - told something else and get a big “oh well” from in store folks. Soon as equipment is paid off in 2 months will be done with them. Same old story, company starts out with “oh well are so different, all about the customer” they get big and completely abandon customer service. 2 months and counting.
Angela OUnited States · 2 reviews · Experienced 2026-08-01 ·
★★★★★
17 Years Later...I'm Still a Happy…
17 Years Later...I'm Still a Happy T-Mobile Customer
I've been with T-Mobile for 17 consecutive years (since March 2009), originally joining Sprint before the merger, and I can honestly say I've been consistently impressed with the level of service I've received.
In the past, I've also had service with AT&T and Verizon, so I have something to compare it to. What continues to stand out to me is the quality of T-Mobile's customer service. Whether I call customer support or visit a retail store, the employees almost always exceed my expectations. They are knowledgeable, patient, friendly, and genuinely seem to care about helping customers.
Like any company, there have been a few times when an issue wasn't resolved immediately. Occasionally, it required a few transfers, but every single issue was ultimately resolved, and more often than not, it was handled quickly and professionally.
The network has been excellent for me. I've never experienced any significant coverage issues, and I love that T-Mobile now includes Starlink satellite texting. Knowing I can still send a text while hiking or exploring remote areas provides an extra level of confidence and peace of mind.
Another feature I genuinely enjoy is T-Mobile Tuesdays. I actually look forward to checking the offers every week. It's a fun perk that makes being a customer feel appreciated.
Recently, I was given a new phone as a gift, and I was pleasantly surprised by how easy it was to transfer the eSIM to my existing line. I was able to do it myself without having to contact customer service, and everything worked perfectly. It was one of the smoothest phone upgrades I've ever experienced.
I currently have five lines on my account, and as long as T-Mobile continues providing this level of service, I have no intention of moving them to another carrier.
Those responsible for hiring and training employees at T-Mobile deserve recognition. If more companies treated their customers the way T-Mobile does, customer service everywhere would be dramatically better.
Thank you, T-Mobile, for 17 great years.
Fredo ConchaUnited States · 1 review · Experienced 2026-08-01 ·
★★★★★
Extremely disappointed with T-Mobile
Extremely disappointed with T-Mobile. This has been one of the worst customer service experiences I have ever had.
I canceled my service during the trial period and returned everything as instructed. Afterward, I contacted T-Mobile multiple times because a small balance of approximately $56 continued to appear. On several occasions, T-Mobile representatives assured me that everything was fine, that my service had been properly canceled, and that I should ignore the balance/notices.
I trusted what T-Mobile’s own representatives told me.
Now, to my complete surprise, I have been informed that T-Mobile sent this balance to a debt collection agency. This is completely unacceptable. I followed their instructions, returned everything, canceled within the trial period, and repeatedly called to make sure there was no outstanding balance.
How can a company tell a customer multiple times to ignore a balance and then turn around and send that same balance to collections?
I feel completely misled and taken advantage of. I am now asking T-Mobile to take responsibility for the information their representatives gave me, recall this account from collections, correct the balance to $0.00, and make sure this does not negatively affect my credit.
I would strongly recommend that anyone dealing with T-Mobile document every call, every return, and every promise made by their representatives. Unfortunately, being told “everything is fine” was clearly not enough in my case.
Until T-Mobile corrects this situation, I cannot recommend their service.
K
Kenya FallUnited States · 1 review · Experienced 2026-07-31 ·
★★★★★
All jokes aside
All jokes aside. They will hang up on you if they can’t resolve your issue. They transfer you around and then instore you will experience rudeness as you wait at least 1-3 hours. I promise it’s very sad. And they don’t care T all
Rosie FogusUnited States · 2 reviews · Experienced 2026-04-29 ·
★★★★★
Cold transfers by the customer service… and hung up on
I was told by customer service that everything was fixed and all good/ clear. No bill owed.
The representative allowed me to record the conversation (thank goodness I did) only to find out that the issue was not resolved and I am now being charged for a device that was supposed to be free with free month of service for prepaid. Cold transfers by the customer service representatives only to find out the left hand doesn't know what the right hand is doing! I was Signed up for postpaid instead of prepaid as I asked for and I am now paying for their mistakes. I was bounced around from different representatives and cold transferred. I paid for prepaid service thinking they fixed everything and now unable to use the device.
I kept screenshots and recordings of the calls after being scammed by T-Mobile.
I would ask for supervisor only to be put on hold for an hour.
It's absolutely bad business strategy to lure customers in by telling them they will get free month of service and free phone for prepaid and find out they've set me up on a post paid account for 24 months.
I will go without a phone before I ever go back to T-Mobile!
When they say free, they mean they're setting you up on a contract without saying it.
Bucks. You have to check your bills every month for any hidden fee, unexpected bills, overcharged surprised lying and they keep making mistakes. So wrong with this company overall running is bad and poorly billing system. Unorganized and pissed me off every month. Ready to switch with other competitors and screwed this TMobile Zombie!!!!
Da WellsUnited States · 1 review · Experienced 2026-07-30 ·
★★★★★
I NEED A TRANSFER PIN NUMBER
I NEED A TRANSFER PIN NUMBER. No customer service answered my 2 hour wait on hold.
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ChrisUnited States · 1 review · Experienced 2026-07-31 ·
★★★★★
Customer care takes too long!
My internet service cuts out constantly and now im going to switch internet providers but the costumer care service is terrible I shouldnt have to sit on a phone for a hour and still not get connected to a agent like honestly what is the issue? I cant wait to actually talk to a represinitive because this is ridiculous and very unprofessional.
Verona SandersUnited States · 4 reviews · Experienced 2026-07-31 ·
★★★★★
There were problems from the moment I…
There were problems from the moment I switched over to them in 2024. They messed up porting three of my lines and it took nearly a week and a half to clear up their mess. Their customer service is lacking, most of their csr's don't have any real power to do anything. I finally decided to switch carriers because I realized that I have options. I left at the beginning of June and have yet to receive a final itemized bill from them although I have asked. I have even called to request one but was told that they cannot access my account over the phone but I would need to go into a store for them to access my account so they could verify who I was...although they have all the information at their fingertips just like they verified it for me to get the service, now all of the sudden, that's not good enough anymore. I explained to them that I have a back injury and chronic pain and do not get around well so getting to a store for something like this is a bit difficult. They claim the ONLY way they can get me a finalized bill is for me to come into the store. I know they are not telling the truth because they have my email address and could simply email it to me. I truly believe they are rebelling because I am no longer using their services. I'll never recommend them either.
Jennifer Polik JenUnited States · 1 review · Experienced 2026-07-31 ·
★★★★★
TMOBILE IS A SCAM ARTIST
TMOBILE IS A SCAM ARTIST. IF YOUD LIKE TO KEEP YOUR HARD EARNED MONEY--- STAY AS FAR AWAY FROM TMOBILE AS YOU CAN!!! If I could give Tmobile negative stars, I would. To start, this is the worst service I have ever had. Phone & Internet service are both HORRIBLE!! Secondly, they are straight thieves. I was talked in to trying their internet.. sure, why not, there's a $200 rebate just for switching. Except, the guy lied to us and put us in a plan that does not get the $200 rebate. (Red flag!) Secondly, I was shipped a second modem in error. I called in immediately (which is how i found out the guy lied) and was told the modem i received in error did qualify for the rebate. So, I decided to keep that one and return the one I was given originally. Was told I would get charged for 2 internet plans but it would be credited on my next bill. (Red flag!)The lady tried to talk me into keeping the line and turning it into something else. (Red flag!) When i said not interested, i was dusconnected. (Red flag) Sooooo, I had to start all over again. -- be prepared tp wait on hold for at least 30 minutes. Attempt 2, was told I was all set and it was canceled. HOWEVER, I Just got my bill, and not only was it not canceled, I was billed for it again!! Called in yet again.. went over everything once again, was told it would be canceled after my next billing cycle. (Heard that one before!) I asked for a credit for the internet I was not using and get this.. the credit was DENIED. I said whaaaaat. The gentleman told me it was denied because I used both services. The first one for literally a day or 2 until i got the 2nd modem. I explained that again and they would not budge-- no credit. I've paid for a service 2 months now that ive used only a couple days. What a joke. Do not use this company, they are scammers. They will do whatever it takes, including lie straight to your face.
Shahab AkbarUnited States · 2 reviews · Experienced 2026-05-05 ·
★★★★★
I’ve been a T-Mobile customer for over…
I’ve been a T-Mobile customer for over two years, and I’ve never missed a payment. I’ve always bought the highest-end accessories, like a watch, a tablet, and a phone. However, my recent experience with T-Mobile has been the worst I’ve ever had with any company.
First, they sent me the wrong tablet. Then, they sent me a home internet kit that I never requested. To make matters worse, they charged me for an extra line, extra insurance, and extra everything. They promised to fix the problem after they heard the recording, which they agreed that they were in the wrong and promised to fix the matter with lots of promises that they never intended to do. they are more concerned about receiving the wrong items that was sent to me back.
It took 3.5 months of back-and-forth, over 50 phone calls, and countless hours on the phone and of waiting for them to call me back when They promised to call me back, but they rarely have. When I returned the items they claimed were missing, which they agreed that the items was returned but just not recorded that I returned them. They tried to tell me that some of them never came back. but after five minutes of them on the computer, they realize that they were wrong.I later found out that they were still charging me and paying for insurance and coverage on them.
The only positive aspect of this situation was the wonderful person named Drica. She was the only one who called me back, took care of the situation, and even gave me something that made me feel a little bit better.
I was so upset that I wanted to terminate my service and run away from T-Mobile. I wanted to warn everyone about this company. However, I’m still very unsatisfied because they put my dealership in a bad position with a tablet that I didn’t warrant. They took back the tablet, but they never upgraded it or gave me a chance to get the one I wanted. They promised to upgrade my tablet and give me a free magic keyboard, but they completely lied about that.
Every time I called, I kept getting passed over to someone else who kept lying to me. There’s a part of me that thinks they really don’t know what they’re doing, so that’s why they gave me inaccurate information. It’s unbelievable that a $1 billion company could run this poorly.
The situation is far worse than I can even express I'm writing here today. If anyone has any questions, I’d be happy to go into more detail. i’m going to say this is Complete conviction. He’s very careful and getting servant for T-Mobile. If you have other options, I beg of you, please go to them. I swear to God that no one ever has to deal with what I went through. The sheer disrespect without caring about my finances, my time, and my reason for buying the items for my Dealership to be better did not matter to t-Mobile they just wanted to run away from the situation. To make matters worse, so wonder who didn’t like my complaints changed my T-Mobile settings to Spanish.. so every time I call T-Mobile 800 number it’s in Spanish for me so I wouldn’t be able to contact them anymore I’ve been trying to get them to change the settings back to normal, but no one there knows how to do it apparently. It just goes to show you the level of incompetence. And I’m not normally a salty person. I’m usually very happy and easy-going. This is what happens to someone when they deal with T-Mobile.
Dan HarringtonUnited States · 1 review · Experienced 2026-07-31 ·
★★★★★
I was signed up with t-mobile home…
I was signed up with t-mobile home internet for about 2 years when I started having financial troubles and needed to stop so I didnt pay for the next months billing cycle (2 months) and they suspended my account which is good and what I wanted. the second I put money in my bank account they snatched it out despite my account being suspended and thinking we went our separate ways. the second I realized hey had taken more money from me a couple days after they did I called in and tried to get my money back and make sure it was canceled. they told me I couldn't cancel until the escalation process was finished but that they wouldn't charge me in the meantime and that a manager would call and get it taken care of with me in a day or two.. they never called. month later I called again because the charged me again! even though they had assured me they wouldn't this time they told me I needed to send in the gateway and again that I couldn't cancel until the escalation process was done but again assured me that the wouldnt be charging me for anything during this process. yet again they charged me this time also charging late fees and a reconnection charge for a service that wasn't meant to be reconnected at all. The gateway a had been unplugged and no internet used. when I called in today they told me oh well you had to of canceled it back before June in order not to be charged again but we can refund this last months fee of $55 but still I'd be responsible for the month before that I had tried to cancel and the fees they charge while making me stay connected to work it out with a manager.. a manager that never called. This is predatory behavior from a giant company to a person that has very little recourse. either I pay or go to collections.. when they very clearly knew I didn't want anything to do with their service.
A
Amanda EvansUnited States · 1 review · Experienced 2026-07-31 ·
★★★★★
they should have gotten a zero but that…
they should have gotten a zero but that was not a option. Tmoble are slimmy and decieftul always putting u on hold when u want to cycle a plan. you are placed pn long holds when you dis agree with Tmoble. The math on the bill is always wrong but it always favors Tmoble.
Julian CarterUnited States · 1 review · Experienced 2026-07-31 ·
★★★★★
Terrible slimy company.
Terrible, been with them for a little bit with four lines at $120 a month. I recently went in after breaking my phone and decided to update all four and also got their internet box. I was told, when all is said and done. My bill would be $180 a month. The first month I get my internet and phone turned off without any billing being given to me. No warning. Then, the next month they cook the numbers and charge me a whopping 240 bucks. Come to find out. They also put a clause in there. After
The two month period you can't return the the phones without also paying them off 😤 😒.... slimy. Save to say they've lost a customer for life, and I hope anybody that reads this never goes to them.
d
donald barnesUnited States · 1 review · Experienced 2026-07-29 ·
★★★★★
I ordered t mobile internet service a…
I ordered t mobile internet service a week ago the service is horrible I got locked out my home today because the service was not working I will not advise anyone to get this service it’s showing good connection and my tv is not working as we speak Tmobile should be ashamed
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