First of all, I want to say that I have really enjoyed T-Mobile since I got them over 2 years ago, they’ve done nothing but improve their coverage, improve their customer service, and improve their offerings. They have easily been the best carrier I’ve been with (having been Sprint and Verizon previously), but today they dropped the ball. Well, I guess it was actually dropped yesterday, I just didn’t notice until today.
Yesterday I called in to order the Personal Cell Spot router they had trumped up at the Uncarrier 7.0 event. I was really excited that they had finally sought to fix the #1 problem I have with WiFi calling, that being the issue of the call completely dropping if you leave WiFi range or have a hiccup in your signal, and I was under the impression that the Personal Cell Spot would be key to alleviating this. I called customer service, told them what I wanted, and they processed the order with no trouble at all. The call took 5 minutes to complete and I was on my way.
Flash forward to this morning, I try to make a call, only to be told the service I was attempting to use was restricted. I wasn’t late on my bill at all, so I tried to call customer service and could not, because the service was completely restricted. I had to borrow my girlfriends’ phone to complete this call. When I spoke to the first person, who was no doubt in India, she ran some tests and had me reset my phone, to no avail. She transferred me to the next level of tech support, and the person I spoke to started looking into it and noticed I didn’t have a voice or texting plan, that I had been moved to a 15gb data only plan without my knowledge or consent. She looked further and found that my old plan was not compatible with the Personal Cell Spot, I had to have a more expensive plan to get it. Since getting T-Mobile I had been on a mix and match plan that included 500 minutes, unlimited texting, and the “Truly Unlimited” 4G LTE data plan. I didn’t plan on ever changing this until they came out with a plan that offered the same or more for less, as that was as much as I wanted to spend on a plan. I don’t use many minutes as is, usually don’t even hit 100 minutes every month, but texting and data is important to me. Anyways, this tech support representative transfers me to someone who can put me back on my grandfathered plans, a representative in Texas, and she makes sure I want to be back on all the plans I had before, and processes that request. This includes my data plan. I was on the phone for a total of 40 minutes.
While on my way to my drafting classes, I decided to Google a place for lunch. Nothing happened. I notice a notification that says I need to sign in to T-Mobile, so I press it, and it takes me to a page that tells me I have no data plan. This is unacceptable. I call customer service again, get another representative who is no doubt in India, and she tries to tell me the plan is no longer available and she can’t put me back on it. I tell her that is unacceptable, as I never consented to a change and want to be back on the plan I was on before. She proceeds to tell me she will have to call me back within two to three hours to get this completed.
So here I sit, no data on my Xperia Z1s, basically turning it into a glorified dumbphone, my time thoroughly wasted because T-Mobile’s customer service representatives aren’t trained well enough to tell someone their plan doesn’t qualify for a feature, instead making changes without consent. All the good will T-Mobile has gotten with me over the years gone because of poor handling. If I can’t get my data plan back, it’s very likely I will leave T-Mobile. I will not abide by this treatment.
Update: my data just came back online. Need to login to see if it’s my previous plan or not, but that’s at least a good sign.