T-Mobile - Unable to Provide the Service I Am Paying for Monthly
Customer Relations - Complaint
ATLANTA, GEORGIA -- I have been a T-Mobile customer for approximately 10 years and am currently 10 months into a 2-year contract after purchasing a Samsung Galaxy S2. I have had nothing but problems with the phone and/or service in my area since the first day I got it. Though the problems are random and sporadic, they are numerous. I have frequent dropped calls, not just at home but in driving all around the area in which I live, and people I speak with are constantly asking me what those "long beeps" are that they are hearing during conversations (I cannot hear them). Sometimes there is a series of "beeps," and numbers or symbols will appear on my screen as if I were pressing the keyboard...but I am not. Subsequently, after these beeps the call drops. It is important for me to have coverage at my home since I no longer have a land line.
I have logged no fewer than a dozen calls to Customer Care, who are trained to lend a sympathetic ear, but have gotten nowhere with attempts to rectify this issue. My attempts have included the following:
Restarted my phone daily
Performed a master reset
Requested and received a signal booster
Requested technical assistance on many occasions
Tried Wi-Fi calling at home
Been sent another handset (Galaxy S2)
Upgraded to the Jelly Bean platform
Requested several trouble tickets be submitted to check towers and lines
I felt I had no other option other than attempting to opt out of my contract, but after writing to Customer Relations on two separate occasions, my requests were denied. They cannot provide me with the service I am paying for monthly, and it is apparent to me that they are not interested in making an attempt to keep a long-time customer. It will be $200 to break my contract, and it looks as though I will either have to pay this fee or put up with the constant aggravation of poor to no coverage and dropped calls for another 14 months. I will never recommend T-Mobile to anyone I know who is looking for a service provider.