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T-Mobile Misleads Home Internet Customers, Employees Say

JosephL
By JosephL
in Tech News
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Summary

 T-Mobile [allegedly] encourages its customer service representatives to intentionally mislead T-Mobile Home Internet customers about a tower being worked on, when they are experiencing outages due to tower capacity issues.

 

Quotes

Quote

"I could tell you stories all day long about calls from customers with issues on their home internet service that never got solved, because no one in any of those departments, no matter how high up the chain we went, had any idea how to fix the problem."

 

"If that doesn't fix it, they have no clue where to go from there, and you are typically out of luck at that point," he explained. "The 'tower is being upgraded' response is a canned response that is given when they have no other answer for what is happening."

 

My thoughts

This is a couple days old but it would be a great WAN show topic next week.
 

We recently got T-Mobile Home Internet.  It’s faster than our cable ISP.  I am not quite sure about reliability yet, but otherwise we’re pretty happy with it.  Although it’s concerning to want to support a company that is selling a product they know is flawed.  
 

I’m in the T-Mobile Home Internet Users Facebook group, and I can report that I’ve seen numerous users report this issue, posting things like “How long can they be working on a tower.  It’s been two weeks”.


All I expect is honesty.  If they know there’s an issue, be upfront about it.  Suggest that home internet might not be great for the customer’s address.  

 

Sources

 https://www.tomshardware.com/news/t-mobile-misleads-home-internet-customers?fbclid=IwAR3u5UljKeZ6BONhi5cY1f4x2lwmq_Q3cCEnY9MIFnGOhopRWXJuCmz1gyg#l7nguz2tdvgfjxhsz9v

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25 minutes ago, JosephL said:

“How long can they be working on a tower.  It’s been two weeks”.

They can be working on towers that are not yours. That's why giant telcos are usually a bad thing, since you're just another customer.

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I don't have T-Mobile in my country but it seems like you guys either don't have adequate consumer protection laws , infrastructure or competition...

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43 minutes ago, Vishera said:

I don't have T-Mobile in my country but it seems like you guys either don't have adequate consumer protection laws , infrastructure or competition...

Similar issues also happen in countries with strong consumer protection laws, such as EU countries. This is also a relatively minor incident in comparison to other connectivity and network reliability issues all around the world.

 

 

 

 

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As someone who used to work for tmobile, in the retail space, I can shed some light on this. T-Mobile really tries to foster a good company vibe of positivity that I've seen most execs (middle and upper) actually act on and not just say the words, but in the actual regular employees there were only 2 kinds of employees.

1. The I love this brand and I will make my customers happy no matter what and bend over backwards to make things for work for the customer.

2. The employee that honestly just wanted a paycheck.

 

And there was no in-between from what I saw. So I'm willing to bet that the ones lying are the ones just wanting a paycheck and make more sales when they know full well what they're doing isn't in the customers best interest. 

 

"Evil is evil. Lesser, greater, middling... Makes no difference. The degree is arbitrary. The definition is blurred. If I'm to choose between one evil and another... I'd rather not choose at all." -Geralt of Riva

 

"If you can't take a little bloody nose, maybe you ought to go back home and crawl under your bed. It's not safe out here. It's wondrous, with treasures to satiate desires both subtle and gross. But it's not for the timid." -Q

 

Tempus Fugit

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Hmm sadly with every ISP issues will pop eventually. 

Well it will be interesting to see, I've orderes their 5G (2TB/mon, 200Mbps) home internet because it's the only option for me since no fiber option. On regular line I'm stuck at 20/2Mbps thar costs same and that is a no.

So we'll see how that will work, the technician came to test signal strength before realization and it's solid. Waiting for them to come and all. I'll have 2 week test period.

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Wow surprise surprise. I saw a fortune 100 company have a fake inventory of customer parts so they could use them but still have a "record" of them for the customer. Man I love fraud

▓ƆԀ▓ S▓₱▓Ɇ▓c▓s▓: i7 6ʇɥפᴉƎ00K (4.4ghz), Asus DeLuxe X99A II, GT҉X҉1҉0҉8҉0 Zotac Amp ExTrꍟꎭe),Si6F4Gb D???????r PlatinUm, EVGA G2 Sǝʌǝᘉ5ᙣᙍᖇᓎᙎᗅᖶt, Phanteks Enthoo Primo, 3TB WD Black, 500gb 850 Evo, H100iGeeTeeX, Windows 10, K70 R̸̢̡̭͍͕̱̭̟̩̀̀̃́̃͒̈́̈́͑̑́̆͘͜ͅG̶̦̬͊́B̸͈̝̖͗̈́, G502, HyperX Cloud 2s, Asus MX34. פN∩SW∀S 960 EVO

Just keeping this here as a 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On 9/4/2022 at 7:12 PM, Senzelian said:

Similar issues also happen in countries with strong consumer protection laws, such as EU countries. This is also a relatively minor incident in comparison to other connectivity and network reliability issues all around the world.

I also mentioned adequate infrastructure and competition...

And what is relatively minor incident for you is a very big deal where i live - It just doesn't happen in here (maybe in rural areas there are issues... but not in the cities).

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1 minute ago, Vishera said:

I also mentioned adequate infrastructure and competition...

I didn't, because I didn't need to address those two points as they are completely correct.
 

2 minutes ago, Vishera said:

And what is relatively minor incident for you is a very big deal where i live - It just doesn't happen in here (maybe in rural areas it happens... but not in the cities).

Where do you live?

 

 

 

 

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1 minute ago, Senzelian said:

Where do you live?

Somewhere in Western Europe 😄

I won't say exactly where, for privacy reasons.

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6 hours ago, Vishera said:

Somewhere in Western Europe 😄

I won't say exactly where, for privacy reasons.

Then it definitely happens in your country too. Maybe not that specific issue, but something fishy is always going on with ISPs, especially the ones in Europe. T-Mobile is all over the EU, even if you don't notice it.

 

 

 

 

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On 9/4/2022 at 11:34 AM, JosephL said:

T-Mobile [allegedly] encourages its customer service representatives to intentionally mislead T-Mobile Home Internet customers about a tower being worked on, when they are experiencing outages due to tower capacity issues.

Yep. Tried out TMobile Home Internet. I knew that the tower closest to me was out of date but was hoping to get more than 20Mbps. Kept getting the run around to "call back in a week" because "a tech will configure your equipment remotely" or "the tower is being upgraded" when going to cancel via customer service. I can tell you that neither of these things were happening.

 

It's a shame though. I get nearly 600Mbps down on a tower down the road on 5G, but I know for a fact the backhaul on the closest tower is shit and isn't going to be magically fixed in "2 weeks".

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On 9/4/2022 at 12:35 PM, Vishera said:

I don't have T-Mobile in my country but it seems like you guys either don't have adequate consumer protection laws , infrastructure or competition...

The problem is there is limited spectrum allocated to cellular providers. Provides like Verizon and AT&T have deep pockets to buy spectrum. They may or may not sit on some of those bands and dont use them. The FCC does a piss poor job of making sure spectrum is used. Also T Mobile has lots of areas where they have NO signal. My friend moved to a community just south of where I live and I have no service at his house. 

 

For the record I am a T Mobile phone customer. They tried to offer home internet. But Im concerned they couldn't handle the 700 Gigs to over 1 TB of usage a month, probably more because its "Unlimited" data. We only keep usage in check because Comcast charges you if you use more than 1.2 TB in a month. 

I just want to sit back and watch the world burn. 

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6 hours ago, Senzelian said:

Then it definitely happens in your country too. Maybe not that specific issue, but something fishy is always going on with ISPs, especially the ones in Europe.

Maybe there is a bad ISP or two, but my experience with ISPs in my country is very good as long as i don't have to go through customer support of my current ISP.

But the service itself is probably one of the best in the world.

6 hours ago, Senzelian said:

T-Mobile is all over the EU, even if you don't notice it.

From Wikipedia:

Quote
Markets

Source: https://en.wikipedia.org/wiki/T-Mobile

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Well, with the influx of people using Internet during pandemic, there'll always be some sort of bottle-necking on data transmission. I remember telephone services only provide an infrastructure that can support 10% of their total customers at any given time. Since last time not many people uses telephone all at the same time, the infrastructure is able to provide sufficient service to everyone. Things had change and we are now connect to the net 24/7, and our content consumption sky rocketed.

 

Telco usually uses the term best effort basis. They knew they couldn't provide everyone what they are paying for. This is more of a case of biting more than you could chew situation.

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I apologies if my comments or post offends you in any way, or if my rage got a little too far. I'll try my best to make my post as non-offensive as much as possible.

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4 hours ago, Vishera said:

Maybe there is a bad ISP or two, but my experience with ISPs in my country is very good as long as i don't have to go through customer support of my current ISP.

But the service itself is probably one of the best in the world.

From Wikipedia:

Source: https://en.wikipedia.org/wiki/T-Mobile

T-Mobile is owned by the German Telekom and if they don't offer service, they likely at least own infrastructure.

They offer service in Croatia, Austria, Hungary, Bulgaria, Ukraine, Greek, Slowakia, Czech Republic, Netherlands and Poland and of course also the U.S.

 

Telefonica for example offers service in a few more countries such as the UK, Spain and France and those guys also screw you over at any point possible.

 

I mean it's great if you have good service, but don't believe them any more than you absolutely have to. 

 

 

 

 

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On 9/6/2022 at 7:44 AM, Vishera said:

I also mentioned adequate infrastructure and competition...

And what is relatively minor incident for you is a very big deal where i live - It just doesn't happen in here (maybe in rural areas there are issues... but not in the cities).

US has more cellular providers than it knows what to do with. There’s like 100 of them. They all have access to the big 3’s infrastructure. Same goes for tower operators… Countless companies own and lease towers/bandwidth to providers. 
 

I can assure you there’s more competition here than whatever EU country you live in.

 

You also can’t compare infrastructure capacity or coverage. It’s one thing when you live in a tiny EU country, it’s another thing in the US when it’s literally 50 times bigger and orders of magnitude more difficult/expensive to cover.

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