Complaint Review: TMobile - Internet

I do see signal bouncing from time as a rep at tmobile. They are very easy to spot because they will alternate between the state you are in and the country you are near. Signal bouncing does not happen to every country; this would apply to Mexico and Canada. (I hated to mention that but I had someone try to tell me their signal was bouncing to Africa, and this can't happen.) We do have a policy that allows us to credit charges when the signal has been bouncing, but it falls under the above mentioned statement. If you are in Buffalo it will go back and forth between Canada and the United States. If all of your calls show you in Canada; you are in Canada. If this isn't the group you fall in then you should have customer service look at your calls because the policy is there because we can't assure you it won't happen. We want to correct this if it occurs. We do not have a plan that includes calls to Canada. I wish we did as it would make my life easier as well as yours. You can pay for the discounted rate which is only 5.00 a month and significantly cuts the cost to foreign countries. This will not change the cost while roaming though. If you are in another country than you will be charge whatever fee the carrier has set with us as long as you have the Roaming service.

I am definantly sorry if we have overlooked that this signal has bounced. If it falls under the policy above, even if you decide to leave you should call back in to have your bill corrected.

I can definitely understand the frustration with what has happened for you. The rep you spoke with should have credited you for the roaming charges, there is a policy in our system called "Signal Bouncing". Since you were so close to the border, your device can pick up Canada's towers. I get alot of calls from people in Detroit,MI and other places in regards to that. In this situation the representative was wrong. However, you have to understand where we're coming from in these situations. Everyday we receive calls from people who are trying to scam the company, get something for nothing when it is their error, asking really ridiculous questions "How do I make a call on my phone???"(are you serious?) and overall nut cases who 1. either ramble on the phone in regards to things not even relevant to their reason for calling(now this doesn't include just normal conversation between rep and customer, I received one call with a guy wanting to talk about his pink thong, stuff like that) and 2. who try to hit on you while you're trying to do your job. Now, I try to give each customer the benefit of the doubt, but after awhile you become jaded and you just try to do your job the best you can and go home. So, you very well may have been a great customer to speak with on the phone, but you may have followed a customer who spent 20 minutes on the phone yelling at the same rep for "stealing her minutes" when clearly they were there.

Signal bouncing can occur in certain areas that are close to the border of other countries. The problem is that they are also very easy to detect and T-Mobile does work with this problem. The way that these calls show up though in our system as well as on your bill reflect whether or not it was a signal bouncing or if the calls were actually made in that country. Also in your contract it does specifically outline what is considered "free" calling under your plan. If you read over the document it states what areas that are considered by some as international will still be free under your service agreement. Canada is not listed.

What you reported happens. It also happens with ALL cellular carriers. The problem originated with being to close to the border. As you travel your signal is constantly getting handed off from tower to tower and the towers have about a 7 mile radius. You phone, be it a T-Mobile phone, an AT&T phone or a Sprint phone is designed to handle the tower tranistion in the following order; 1. It will look for one of your carriers towers with the strongest signal strength. 2. If it cant find one of your carriers towers it will look for the next closest tower, regardless of of the provider. What that means is that if you are within the United States your fine, even on another carriers tower and network. That is because T-Mobile has nationwide roaming on most every plan they offer. The problem you encountered was caused by the fact you were not within range of a T-Mobile tower and you phone picked up the strongest signal available, in your case a Canadian tower. Like I said, this happens regardless of carriers because that is simply the way the transceiver in every phone works. You can safeguard yourself against this in two ways. 1. Disable international roaming on your phone unless you really intend to use it outside of the country. This can be done through the tmobile website or by calling customer service. 2. Check your phone. Most phones will display the name of the network you are currently connected too from the main menu screen. If it doesnt say T-Mobile and you are near the border, dont risk it. One last thing, the problem here is that T-Mobile payed whatever company was associated with the tower you were connected to for international cellular service on your behalf. While you were charged, T-Mobile was also billed for the use of that other companies network. That is why getting those charges removed might be a bit harder than your ordinary overage. T-Mobile, or any other company would have a hard time biting the bullet for your failure to understand the terms and conditions you agreed to when you signed your contract. Same goes for the calls you admitted your made after being told they were free. Albeit, you may have a case for getting those reversed if it was a case of bad information.

I have noticed that TMobile must have employees watching this site like a hawk. There is D & Tmobilewhiners who is prime example of how TMobile treats their customers. It doesn't matter how many years you have been with them. As long as they see $$$ they just don't care. They will provide you with as many half-truths as you're will to listen to.

if your attitude represents the attitude of the customer service reps at t-mobile, it only strengthens my joy at switching companies. your cruel attitude towards these confused customers is unaccaptable. if you are expecting the whole united states population to know every rule and policy of your company, you're unrealistic. especially when they're strange policies other larger companies do not use. i hope your company doesn't find you on here and terminate your position for speaking to their clients in this manner!

Glenda seems to me your story seems a little um... stretched. Do you actually think that its FREE to use a CELL phone in canada? heck i should go to china and whip out my new blackberry! talk all day!. You are in an international country! customers like you drive me crazy. its common sense. and to lie and say that the rep said it was ok. Even on tmobile.com if you look at coverage. its details the charges! to avoid issues like this, with the Niagra falls issue, i can tell you that that rep SHOULD adjust those charges, mobile towers dont know if you are passed the border when you are using them when you are in a 2 mile radius, we have a policy where that can be credited. need to talk to another rep, that one was stupid. remember Glenda like you we are not perfect, we make mistakes. and with admitting fault..perhaps...you should do some admitting yourself..ill personally take blame though for that dumb rep for the border thing.. (((link redacted))) CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.