T-Mobile Automatically Upgrading Users to More Expensive Plans, But There's an Opt-Out Option

[nateo200]

T-Mobile will be forcing customers on older smartphone plans to move to newer, more expensive plans, according to information that has been shared on Reddit. The migration will be automatic, but customers can contact support to ask to opt out of the migration.

Those who had the prior Magenta and One plans will be upgraded to Go5G, while those on the Magenta 55+ plan will be upgraded to Go5G+. Simple Choice and Select Choice users will be moved to Magenta or Essentials Select.

With these migrations to new plans, customers will see price increases of $5 to $10 per line depending on current plan. Those on the Simple/Select Choice plans, for example, will see a $10 per line price increase.

Customers who miss the notification about the upcoming plan changes can still ask to revert back for a short period, though customer service will attempt to push customers to new plans with one-time credits.

As noted by The Mobile Report, customer support representatives will attempt to convince users about the benefits of the new plan. "We are not raising the price of any of your plans; we are moving you to a newer plan with more benefits at a different cost," T-Mobile instructs employees to say.

Customers will begin receiving notifications about the upcoming plan changes on October 17, both through text messages and emails. Migration timing will vary based on bill cycle.

Article Link: T-Mobile Automatically Upgrading Users to More Expensive Plans, But There's an Opt-Out Option

This is completely unacceptable. No wonder John Legere left even earlier than planned. I worry T-Mobile is gonna live long enough to see them become the villain they said they were fighting. This seems like an issue that the FCC and the FTC should be looking into not to mention numerous state attorneys general.

 

[Chuckeee]

I worry T-Mobile is gonna live long enough to see them become the villain they said they were fighting.

Where have I heard this before? Oh “Once you start down the dark path, forever will it dominate your destiny.”

 

[webkit]

I worry T-Mobile is gonna live long enough to see them become the villain they said they were fighting.

If stock performance is any guide, T-Mobile is doing far better than AT&T and Verizon so far this year.

However, I still don’t get why T-Mobile is doing this. If their intention is to start phasing out some plans, which would make sense as they have too many, I don't think this is an appropriate way to go.

 

[nateo200]

If stock performance is any guide, T-Mobile is doing far better than AT&T and Verizon so far this year.

However, I still don’t get why T-Mobile is doing this. If their intention is to start phasing out some plans, which would make sense as they have too many, I don't think this is an appropriate way to go.

Agreed. Migrate people to plans that are the same price but with similar features first and then offer a suggestion to a higher plan but definitely not this

 

[Bodhitree]

Where have I heard this before? Oh “Once you start down the dark path, forever will it dominate your destiny.”

What about Anakin then? Wasn’t he redeemed in the end?

 

[Ortiz83]

Honestly AT&T is the most consistent, albeit not the fastest, I’ve found. All location based, and of course you may not like the 36 month financing, but having the same deals on all plans is the most “uncarrier” thing going on right now.

That’s why I pay for my phones upfront.

 

[Ortiz83]

Both Verizon and T-Mobile force customers to use autopay with a debit card and linked checking account in order to get a discount on their monthly bill. AT&T was actually the last company to require it. Verizon lets customers autopay with their Verizon credit card. We can always pay the bill by credit card before the autopay date. I like doing this so I can get the cashback from my MasterCard.

I do this with ATT. I use my Apple credit card to get card back on this payment. My discount went from $10 a line to $5 but I’m ok with that. I’d rather them have my credit card on file than my debit card or checking account. They can play with their money, not my personal money.

 

[imlynxy]

I cannot understand how people can make a problem out of nowhere. Simply call/chat and opt-out.
I do not support that TMUS force people to switch their plans, but I’m going to stay with T-mobile, I pay less. I can send two sentences to T-Force to keep me on the plan I have.

 

[Oaew4io]

But this is only temporary, correct? They aren't going to leave you there permanently, just for a short period, while you figure out what you want to do about it (leave or eventually accept it).

Maybe, but the way I read it is that you have a short period [of time] to opt-out, which I think must be the case, since they presumably won't be offering the old plans anymore. (Otherwise, you could change plans back again indefinitely as long as they still offered them.) I thought I saw somewhere in this thread something from the leaked docs that said part of this plan was they'd migrate everyone automatically, but give them some kind of guarantee that if they don't like the new plan, they'll be allowed to go back on the old one. To me, that further supports the conclusion that "short period" would refer to a billing cycle, maybe two, or however long the guarantee is.

 

[Oaew4io]

I cannot understand how people can make a problem out of nowhere. Simply call/chat and opt-out.
I do not support that TMUS force people to switch their plans, but I’m going to stay with T-mobile, I pay less. I can send two sentences to T-Force to keep me on the plan I have.

Pardon my ignorance (I'm old) but can you explain how to chat with T-force? (And would you in fact only need to send a short message, and not have to wait for confirmation, and not have to deal with them going "but wait..." and still trying to upsell you?) TIA.

 

[Oaew4io]

The uncontract prevents them from doing so.

Contractually?

 

[noblesoul117]

I’m *this* close to leaving T-Mobile. Between stuff like this and the monthly data breaches it’s not worth it anymore.

Edit: anyone recommend a good MVNO on their network? Mint vs GoogleFi vs Boost Infinite?

I was with them since 2013. I left in September 2023, after dealing with several months of issues with my plan.

I truly valued them, but now? Good riddance. Some of the crappiest customer experience I ever experienced — literally being told one thing, only to have something else happen or for it to never come to fruition.

This was a wakeup call that helped me realize I really don't need to be paying $50+ for some cell plan which I use only intermittently in my weekly schedule, yet rely heavily on for hotspot when I travel and do overloading.

So I switched to Visible for $25 and it's been pretty great. On the one hand, the network is sometimes slow due to deprioritization (but waiting a moment is worth saving $25 for me; I think the $45 plan would prioritize you anyway), and on the other hand, I made full use of their ACTUALLY UNLIMITED hotspot on my recent trip. T-Mobile's antics caused me to have to switch mid-trip, which I hated them for, but it's been a silver lining of discovering other networks after a decade.

Feels like such a relief. T-Mobile, post-Legere, is horrendous.

 

[imlynxy]

Pardon my ignorance (I'm old) but can you explain how to chat with T-force? (And would you in fact only need to send a short message, and not have to wait for confirmation, and not have to deal with them going "but wait..." and still trying to upsell you?) TIA.

Hi, if you have Twitter or Facebook you can contact them there. In addition you can contact T-mobile at there app. of through iMessages (+1 (800) 866-2453) .

 

[Oaew4io]

Hi, if you have Twitter or Facebook you can contact them there. In addition you can contact T-mobile at there app. of through iMessages (+1 (800) 866-2453) .

I‘m able to reach them by phone at that number, but not by iMessage.

 

[Oaew4io]

I called late last night, was told the code was being placed on my account, was promised multiple times that my plan would not change after the 17th, and that I’d receive a text message from the representative personally to confirm. Well, when the text message arrived 7 hours later, it said nothing about the opt-out.

When I went to the Account Events page (something I didn’t know existed until now), I saw an entry that says “A rate plan or service change is pending for Multiple Lines” as of today.

But not only that! I noticed that a month ago, my content subscription blocks and international charges block were removed from all of my lines “by store representative.” I never requested this, never got a notification that this happened, and I haven’t even been in a T-mobile store in almost a year. Those were blocks that I had placed myself when I set up my plan.

Tried calling, and hold times are currently over an hour. Tried messaging Support, wait times also over an hour. I had a dark feeling that when T-mobile started the forced “migration”, they would deliberately understaff Customer Service in order to produce discouragingly long wait times, since calling would be the only way to negate or reverse the unwanted plan change.

So I’m pretty pissed right now.

Update: I’ve been on hold for both phone (800-866-2453) and chat (T-mobile app) for an hour and ten minutes. I’m also remembering now that I originally signed up for Simple Choice, but about a year later, my plan was changed, not by me, to the One plan. It was something I found out about after the fact. I didn’t think too much of it at the time, because they told me, literally, that it was the same plan, only they changed the name. The price didn’t change, and I was getting a lot of perks, so I didn’t think about it again until now. And why now? Because I just read on the 2015 T-mobile press release about their new “Un-contract” that the forever pricing applies to Simple Choice plans specifically. I think I got slammed and didn’t even know it.

Edit: I forgot to mention that I first tried calling 611, but there was a message saying they‘re having technical difficulties and they can’t take the call, try again later. An hour and 15 minutes later, same message. Right after my call where I was on hold for over an hour was dropped.

 

[alexandr]

Will this affect business plans?

 

[Bob-K]

I called late last night, was told the code was being placed on my account, was promised multiple times that my plan would not change after the 17th, and that I’d receive a text message from the representative personally to confirm. Well, when the text message arrived 7 hours later, it said nothing about the opt-out.

When I went to the Account Events page (something I didn’t know existed until now), I saw an entry that says “A rate plan or service change is pending for Multiple Lines” as of today.

But not only that! I noticed that a month ago, my content subscription blocks and international charges block were removed from all of my lines “by store representative.” I never requested this, never got a notification that this happened, and I haven’t even been in a T-mobile store in almost a year. Those were blocks that I had placed myself when I set up my plan.

Tried calling, and hold times are currently over an hour. Tried messaging Support, wait times also over an hour. I had a dark feeling that when T-mobile started the forced “migration”, they would deliberately understaff Customer Service in order to produce discouragingly long wait times, since calling would be the only way to negate or reverse the unwanted plan change.

So I’m pretty pissed right now.

Update: I’ve been on hold for both phone (800-866-2453) and chat (T-mobile app) for an hour and ten minutes. I’m also remembering now that I originally signed up for Simple Choice, but about a year later, my plan was changed, not by me, to the One plan. It was something I found out about after the fact. I didn’t think too much of it at the time, because they told me, literally, that it was the same plan, only they changed the name. The price didn’t change, and I was getting a lot of perks, so I didn’t think about it again until now. And why now? Because I just read on the 2015 T-mobile press release about their new “Un-contract” that the forever pricing applies to Simple Choice plans specifically. I think I got slammed and didn’t even know it.

Edit: I forgot to mention that I first tried calling 611, but there was a message saying they‘re having technical difficulties and they can’t take the call, try again later. An hour and 15 minutes later, same message. Right after my call where I was on hold for over an hour was dropped.

Remember, terrible customer service is part of their plan - a feature, not a bug.

No doubt they calculated how much revenue loss this would cause (from fed-up customers leaving) and decided that increased profits are worth it.

Whenever possible, I avoid doing business with them in real time and use Facebook Messenger instead. I send a message and assume it could be hours before I receive a reply. I don't wait by the phone, and I don't even have notifications set up. I just check in when I have a minute. It might take a day or two for the issue to be resolved.

(It doesn't seem that long ago when T-Mobile assigned us to specific customer service teams in the USA that were easy to reach via 611. I remember a rep saying where they were located, and that I'd always reach the same team every time.)

Of course, you can always vote with your feet and move to another carrier. I'm on the verge of that, but I don't expect better anywhere else.

De-regulation and poor enforcement of existing regulations (such as anti-trust) has brought us here, and it costs us customers a lot of money, lost time, and stress.

 

[zapmymac]

False. I just ordered an unlocked iPhone 15+ on Monday and it arrived at my home the next day. I did not disclose a carrier to Apple. I paid $30 extra for this privilege ($929 instead of $899) but everything is functioning perfectly and I can take that new phone to any carrier.

Good to hear. I though the way I read that was rather odd!✌️

 

[jimmysalg]

PSA: seems like some good news?

T-Mobile Says Just 1% Of Customers Will Be Impacted By Forced Migration

There's been a lot of confusion going around regarding the upcoming T-Mobile "forced" migrations. Here's the latest on what we know.

tmo.report

 

[Chuckeee]

PSA: seems like some good news?

T-Mobile Says Just 1% Of Customers Will Be Impacted By Forced Migration

There's been a lot of confusion going around regarding the upcoming T-Mobile "forced" migrations. Here's the latest on what we know.

tmo.report

So was all really just a misunderstanding

Or

Did T-Mobile [for now] backtrack because of consumer backlash?

 

[nburwell]

So was all really just a misunderstanding

Or

Did T-Mobile [for now] backtrack because of consumer backlash?

I’m curious about this as well.

I read on Reddit that they walked back the plan migrations due to customer backlash, which I can definitely see. I was expecting to receive some sort of communication, whether it was via email or text today. But alas, I haven’t received anything yet (my wife and I are on Magenta). So I’m hoping we’re no longer impacted, but time will tell.

Until I receive a communication from them, I’m not calling or chatting their customer team.

 

[geek36]

glad i left Tmobile 2 years ago. i guess, they (tmo) were feeling the inflation is being beneficial for them to raise prices. lol

 

[Hawk665]

Sounds like T-Mobile died when John left as CEO. RIP T-Mobile.

Exactly right...John L. Was all about the customer...this new CEO is all about the stockholders...of which he is one...it started with laying off 5000 workers and then giving a first ever dividend worth hundreds of millions dollars...then it was charging accounts an extra five or ten dollars for every line for using a credit card..but there would be no charge if you gave them a debit card or checking account...a laugher with their history of hackers...now a change of plans to get you off the forever plans that John initiated...be aware the opt out clause is supposed to include an opt out CODE... called last week and received the no migration insert in my file but NO CODE...we may all need to call back and spend hours waiting for a rep. I think they feel a lot of people will just hang up in frustration...TMO is going in the sh.tt.er quickly.

 

[JacksTLOS]

PSA: seems like some good news?

T-Mobile Says Just 1% Of Customers Will Be Impacted By Forced Migration

There's been a lot of confusion going around regarding the upcoming T-Mobile "forced" migrations. Here's the latest on what we know.

tmo.report

It doesn’t matter if they backtracked! Plenty have left already and they can’t be trusted! I myself am saving money by switching and we were on plans from 2017. Plus reception is better being with US Mobile/Verizon, my data speeds were great but if I had reception problems with T-mobile it meant I couldn’t make or receive calls without getting up and moving. Also, I was never going to entertain giving T-mobile access to a bank account… I’m on UW at my house and get 600mb/sec instead of 700… lol. 50 gb unlimited and 10 hotspot and all of it priority for 30/line

 

[DestructoTim]

PSA: seems like some good news?

T-Mobile Says Just 1% Of Customers Will Be Impacted By Forced Migration

There's been a lot of confusion going around regarding the upcoming T-Mobile "forced" migrations. Here's the latest on what we know.

tmo.report

1% of Tmobile customers is over a million people. Sounds more like the company is trying to downplay the situation and is going ahead with the same plan that was leaked. Those are old plans, so it is likely 1% is everyone on those plans.