Metro by T-Mobile
reviews and complaints

Guy's, Please help us out. The hotspot internet is bad. We use hotspots for both

wireless internet for desktop and phones.

Thanks for anything you can do.

dp

Cannot get on internet except in rare short time spurts due to poor connection. Used to be very reliable until they merged w larger company. Now I get access only by Wifi. 100s of calls and a new phone did nothing. I did business at the store on Roosevelt in Forest Park, Il since 2018

Afterno service and no results in more than seven hours of phone time and being passed around to service reps , nothing has changed. When I thought a resolution was being provided, I would get switched to another rep and start from square one with no results. Ticket number INC1386345 NO CUSTOMER SERVICE PROVIDED I FELT LIKE PEOPLE WERE HANDLING ME WITHOUT CONSIDERATION OF THIS PHONE WAS FOR AN ELDERLY SISTER

I bought a phone in july of 2021, after 8 months the internal storage ran out so on april 02 2022 I went to a metro pcs store at 1440 Forest Avenue Staten Island, NY 10302 DCA #2081102

I was pressed for time and annoyed that a purchase only 8 months old led me to having to purchase another phone. The sales person was not helpful, she kept wanting to sell me a new line and or a 5g phone. I decliined many many times and I purchased a MOTO G PURE 32G - I explained my situation to Juliet and finally I purchased the MOTO G PURE 32 G. I then showed up on sunday april 3,2022 to exchange my phone. it was 24 hours later. immediately she said that they dont accept returns. I informed her of my receipt stating I have 14 days to return. she then said to come back in an hour. I responded NO. Appalled I asked why should I have to come back. She explained her supervisor was not answering her. I still refused. I then called customer service to complain about my situation I was told my Gayem #3310384 (thecustomer service rep) to come back tomorrow. Appalled again I said no, I am not coming back. No where is it indicated that only certain things can be performed at this store or any restricition. I then escalated the call to a manager at metropcs csr srvc 800 number. I spoke with a Jean and filed a complaint over situation. I was giving the complaint number or ref id #[protected] and was told I will recieve a call back in 24 hours. then, I explained to Juliet, the employee that I dealt with on 4/2/22 that I want an exchange for a phone. there was no way to test said item before my purchase. I wanted a phone with at least 64 GB because the moto phone will not allow you to put downloaded apps on the sd card. someone called the store and asked for JUliet to ss my receipt. to my surprise in tiny tiny print it says upgrades can not be exchanged, returned or refunded. the sales rep never informed me of this. nor told me I was doing an upgrade. she was not helpful and kept pushing me to a 5g phone. then when I was almost ready to leave the store on 4/2/22 I asked if she had 5g and how she liked it and she said she did not like it. yet she was trying to coax me into purchasing something she has and does not like? I thought I was dealing with a trusted advisor. I have been a customer for over 11 years. I pay my bill on time every month. I feel this was a bait and switch. and I will be leaving this company once I either get full refund or my exchange to a better phone that will most likely make spend more money. being told to come back is highly unproffesional. and I feel like my situation and business is not valued. I intend on following thru with this situation and filing a complaint with BBB.

They have repeatedly refused to pick up the phone when the service they are offering and I payed for does not work! 4/2/2022

First off I am on the EBB program and have been since the start of. And when it switch the the ACB program I was told by metro and ACB I didnt need to do anything that my enrollment would be automatically switch. And it wasn't and when I tried to call someone I was told it would adjust by one person. But when it didnt I called back and was treated like a was stupid. And when I try to pay my Bill's with my Card I have chime and it wouldn't let me. It wont ever accepts my cards. I even order a new one cause it says invalid card. But it still doesn't work. They told me to fo to the store and pay. Ya pay 5 dollars more to pay my bill. I am on Disability and feel like I was treated wrong because I have issue understanding foriegn ppl. It hard for me to understand what they are even trying to tell me what to do. I just feel like they was trying to take advantage of me I have been with metro for at least 3 yrs and will be switching when I get a new phone.

I recently Purchased the Galaxy phone, on 03/02/22 , of this year and come to find out that the representative did not put my sm card in my phone in which there is supposed to be one the results is my phone gets no internet i cannot text , it is almost like someone else is using my phone, my inter net data is used, up in one day and have yet to use it this issue has happed in the past, however this time i saw the sm card in his hand but yet he did not put it in my phone, and i am very mad of this because i use my phone for my Bushiness ! there for i am asking what will be done of this i purchased this phone at you long beach metro , on w willow and Caspin Ave , i need to have my sm card, and would like to know why one of your employees kept it , I have been with Metro for over 5 years, and feel i should not of been treated like this.

Internet is slow and freezing up. Can we get 25 meg down, please.We never get more than 5 meg down.

I erased the ip address in the photo in the paint software.

Any help would be great! Thanks!

dp

My Mom Phone was not working, I took it the to metro PCS to find out what was the problem with the phone. I was told that the phone was damaged and I needed a knew phone so I bought the Phone from Metro. When I bought the phone I was never told that by purchasing the phone I'm locked in (phone lock) for a period of 180 days before, before they will unlock the phone. I was never told that).

First I'd like to say I record all my calls and in addition have screenshot proof. For months since 2021 October, I have had connection issues, dropped calls 8x in 21 minutes, lagged calls ( the person I called back will answer then the call drops and they get two extra calls I never made. The calls register on my phone recorder app however a a zero minute call, which is impossible and I never called them more than once.), reps who placed me on a long mute and then hung up on me, managers who lied to me and told me to buy a new device, offered a refund under false pretenses, given a refund for 1 month, lied to again by Angel from twitters Metro page. These again are my issues. Now I'm told to go back to the store with my brand new device because it's my phone again?! Then Angel said they don't offer service refunds without fixing the issue first. This is a bold lie since I was issued one in December of 2021, despite not having the issue resolved. I checked online and many are having this same issue. So I know it's a known issue, yet they told me to buy a new device. I am currently working on a FCC complaint and I'm getting a consumer lawyer if anyone is seeking representation.

My dad purchased this phone on February 28th and yesterday March 2, it started crackling through the speaker when he used the voice activated prompts like Home Screen, his contact list, etc. my dad is an elderly blind man so he needs to hear the phone speak to be able to navigate and use the phone. Today, he brought it into the Metro by T-mobile store in Berea, Ohio where he purchased it. The employee was accusing my dad of getting the phone wet, which it never was near any liquid and that he would have to have phone sent out to have it checked. Mind you, this was only 4 days after he purchased the phone and well within his time frame to return the phone. My dad did not allow Michael to keep his phone after he took the battery out and powered it back on, it seems to be working without the annoying crackling. I myself heard the phone crackling out of nowhere yesterday when he was attempting to use it.

This treatment of an elder with a disability is so inappropriate and unprofessional. I wanted this complaint on record in case the phone does act up again and it happens after his time frame to return. This employee should be working where he doesn’t have to deal with people or customer satisfaction because he failed in our eyes!

Sincerely,

Donna G.

So we are not getting any internet. It was working. Says DNS address could not be found.

It seems every year my phone uncharges and I made to get a new one:all of the sudden the last year I can't get help from customer service over the phone, I can't get help from technical support, I'm constantly being disconnected, I'm given wrong phone numbers to call, I went to the store to have my phone fixed and was made to buy a new phone that doesn't work at all and was told I could return it within 7 days, I had to pay for a ride to go back to the store in less than 7 days and was told that I have to keep the new phone: and now I am unable to get help with my new phone. This company has become the worst.

February 16 2022

I have a Samsung S10 preowned phone after going to the store who's main idea of Support is to sell you another phone.

I called the Metro/T mobile support, after being on the phone for a good hour searching for menus that I didn't have, She put me through to Samsung, as you probably guessed they had to call me back another hour on the phone, and they said you need to go back to your provider. Does nobody know how to solve Phone problems any more. Samsung even asked me if I had phone insurance. And suggested I go back to my provider who transferred my call to Samsung

The problem.

1/ The phone works fine as far as I am concerned.

2/ I have an error message "Activation incomplete" Activate your device, please, please wait while we activate your device. Then I get Activation Incomplete, Please contact your service provider to activate your device for service, connection Error (6601)

So please what do I do now ?

Please comment

Ray

Hotspot internet is very slow. We have two Alcatel LinkZone2 hotspots and we switch them occasionally if 1 is slow but even that is not working. Usually they do some sort of reset and that fixes the issue and we don't change anything on our end.

Phones ending in 1130 & 6619 have weak signals

As of 1/3/2022 I have been having cellular issues with Metro PCS. I've called at minimum 7-8x. Supposedly they submitted a ticket which would take 3 days for a technician to review. Then I was told to go to Metro PCS location, I went, I got a new chip on 1 phone and purchased a brand new phone for second line. I came home and am having the exact same problem (1 bar where calls drop or No Service). Yesterday I was told the exact same thing, that they were moving my cell service to a different tower, and yet again. No one cares at all whatsoever, and they just repeat the same apology over and over. I cant work from home without a phone line.

I have made over 15 LONG CALLS to Metro PCS Customer Service with NO resolution or compensation for the bills I KEEP PAYING even though MY SERVICE DOES NOT WORK. In Fact, I have been told BY METRO CUSTOMER SERVICE that If I do not pay my bill, they will NOT resolve the issue that Is ONGOING.
I have no service where I live for a two block radius. I have been a customer of metro since 2019, never had an issue until about two months ago.
They have opened "tickets" on my behalf and changed my towers multiple times and completely wasted hours upon hours of my time on the phone with NO RESOLUTION-
Unacceptable in every aspect.

im Keisharene Santiago i was mistreated by these staff of Metro Pcs. Incident occured 12/23/2021 approximately 7;30 pm by store manager Carlos and assist manager Jesus.