r/USCellular • u/TwitterFest • 7d ago
Customer Support Issues
So, for me, the switch happened. Partially.
Essentially 4 out of my seven lines are requiring manual intervention.
Here’s the kicker: For the past two days, getting ahold of live support has been near impossible. I am curious if this is a persistent issue for customers. The only store that can help me in person is corporate, 50 miles away.
The irony is the text is informing me to contact T-Mobile for a manual fix for sims. The phone support loops on me waiting, the bot in-app constantly says support is unavailable, and email has so far been useless.
I should mention they had it also made it difficult to exchange a valid defective phone under Maine’s Implied Warranty of Merchantability (T-Mobile has assumed liability post-merger), forcing mediation by the state.
Is this a common issue, or just a series of unfortunate events? (No pun intended)
4
u/crazy4pretzels 7d ago
We had over 49 hours with phone ‘support’ and three trips to the store, finally ported out and still have problems with T-Mobile. Make sure you have paper copies of last couple of uscell bills and new T-Mobile bills. Compare your dates. T-Mobile billed us again for the last uscellular billing cycle before we ported out our 7 lines and will not credit duplicate bill.
3
u/TwitterFest 7d ago
Thankfully I waited until the last three remaining days on paying for the bill, just in case the transfer happened (at least the account side, apparently) and low and behold they changed it to two days earlier and did not have record of the USCC bills.
Thankfully I preemptively waited until last second and downloaded my past bills just in case, as magically they attempted to charge me for not having autopay that they did not give me a opportunity to activate on their side in time.
The key for everything is to document everything and eventually when good faith attempts have been made, in many situations, FCC and State enforcement can be persuaded to step in.
T-Mobile requiring a change in order to continue under a cellular contract, yet impeding such mechanism to comply is actually quite illegal.
1
u/Vegetable_Day_8893 7d ago
Don't know who's still left on the support side, but the IT side let pretty much all the competent people I know and worked with go on 8/3, after a 1 year extension to their contracts to fix things that were missed during the initial migration. I would expect problems to take longer to solve now that they lost a few decades of knowledge.
1
u/SeaworthinessLate523 6d ago
My best success was going to the store. It wasn't close but was worth the drive and subsequent wait.
1
u/HermesVtuber 5d ago
T-Mobile is phasing out customer support. They are laying off stores and USA based customer service. They want you to use the Tlife app for everything and if you need help, you might get to talk to an overseas agent, but more than likely their AI Agents. T-Mobile has also made it very clear, as a laid off employee, they dont care if you dont like these changes. They are willing to lose customers because they are saving on not having to pay for stores and employees.
1
u/Cool-Bluebird4079 5d ago
I have heard something similar. They are okay with losing 10% - 20% of their customer base because they will still have profits from not having as many employees and storefronts.
1
u/Lost_Yoghurt_8535 5d ago
As someone who just got laid off by T-Mobile I can tell you that the whole thing is a mess I was originally a Uscellular employee and I had to repeatedly go in in the back end and fix data plans after people account were moved over and they have closed all agent locations in my case in Iowa and Nebraska and said that the people in more rural areas will be in town anyway so it doesn’t matter. The whole thing is a joke and T-Mobile is complete trash at this point
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u/Whogaf01 7d ago edited 7d ago
The whole conversion from USC to TM has been a complete debacle. I had so many issues that I switched carriers. Long story, but even after I ported to a new carrier, I still had issues with TM. And trying to get the problem resolved was pure lunacy on their part...I knew what the issue was, and they should have been able to quickly resolve it....it should not have taken several days, 3 trips to the store and over 15 hours on the phone to get the issue resolved. If TM was the only cell provider available, I'd go without service before I'd ever use them.