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How to Contact T-Mobile Customer Service

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How to Contact T-Mobile Customer Service? One of the most frustrating things for customer is trying to contact a large company when you need them. It seems like you just can’t find any phones numbers, email addresses, and all of their contact information seems to be hidden from customers. Why does contact information have to be so hard to find?

How to Contact T-Mobile Customer Service

Best T-Mobile Customer Service Contact option:

Phone: 800-937-8997 - When the phone picks up, say “I don’t have one”. Then press 1.

You can also reach out to T-Mobile customer service by email or by chat. Email response times are unknown. If you’re in need of fast customer service from T-mobile, it’s probably best to try by phone. Live chat with T-Mobile customer service is also available, but you’ll need to navigate through their menu and select your chat options several times before they will actually let you chat with someone.

Other contact options:

[email protected] - Unknown response times.

http://support.t-mobile.com/community/chat - Only available 3AM - 10PM Pacific Time.

T-Mobile Customer Service

Don’t sit on-hold with T-Mobile customer service any more. Get customer service help fast with the best customer service contact information available.

T-Mobile Customer Service Review:

As with most other major phone provider, customer service is outsourced to call centers around the world. So when contacting T-mobile customer service, expect for there to be an international customer service agent there to pick up the phone and try to answer your questions. As with typical outsourced customer service services, the customer service company providing services for T-mobile is being measured for customer service metrics which are NOT typically related to actually taking care of customer issues.

3rd party customer service providers (your typical international call center - and even some US-based call centers) are being paid by their contracting company (who you get service from) for number of calls answered, keeping call times low, and just providing a person on the other end when customers HAVE to talk to someone. This is usually why customers report long hold times on the phone, times when they just get disconnected after X minutes on the phone, and why they keep getting transferred around between different departments but never reach someone who can actually help them with their problem.

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Flavio Martins

Flavio is the VP of Customer Support at an award winning global customer service team.

As a customer experience blogger, and customer service fanatic, bad service keeps him up at night so he's on a mission to show that excellent service can be consistent, simple, and easy.

  • MWoodley

    Probably explains this then…
    My wife has a new contract, she has been cut off without service for days, and we have had no resolution from Mobile to date!

    My wife ported in a number from Orange and the port was sheduled to complete on 10th July. According to the process which is available on the Ofcom website the porting process the port happens in three stages across the course of 24 hours. That is why an operator can be allowed 24 hours to complete a port.

    Stage 1: The donor operator transfers the number to the receiving operator. (That happened and my wife’s number was registered with her new SIM)
    Stage 2: The registration of the number on the new network and the appropriate call routing is set up by the receiving operator (i.e T-Mobile). This DID NOT HAPPEN, CALLS (AND TEXTS) ARE NOT DIRECTED TO THE HANDSET
    Stage 3: The donor operator ceased the subscription. (This has happened)

    This should have been completed two days ago now, so clearly T-Mobile haven’t fulfilled their obligations correctly and consequently my wife is unable to receive calls.

    But it gets worse.

    At the end of the day the port should have completed and hadn’t we tried to report the problem to customer services. We were being told to give it a further 24 hours, when the 24 hours was already nearly up, clearly in breach of the normal process!

    On the second day tried to get through to understand what the problem was. Was eventually put through to a porting team who blamed the donor operator, but the only obligation of the donor operator is to give out the new number and agree to the date of the transfer. It is T-Mobile’s responsibility to sort out the routing.

    Called back later that day to be put through to the porting team to ask them why this had not been resolved, and what was being done about it, had to wait 15-20 minutes to get through each time, was asked to explain the problem again each time, had to wait to speak to a supervisor each time, on most occasions who I spoke to didn’t know what to do, or who to put me through to and I eventually got cut off and had to ring back and go through the process again. When I got back in touch I was told that there were notes on the account that they tried to ring me back when I was cut off, but they couldn’t have been paying attention because they were trying to ring back on the mobile number I had explained didn’t work and not the landline number I had left earlier for them to call me back on! When I eventually got through to someone who said that they knew which department I needed to speak to at 9:40pm, they told me that they were closed!

    Rang back again the next day, and insisted that I wanted to be put through to a department who could resolve the problem and not be cut off. Was promised that they would make sure that there was someone on the end of the line first before putting me through. Then put me through to a message that then disconnected the call. This happened twice in a row!

    Finally got put through to someone who might be able to help me in the “Customer Connect” team within retail care. Hallelujah, it only took about 12 calls and countless hours! They were unable to resolve the problem and unable to give any guarantees when the problem would be fixed, but at least they’ve got someone to look into it now!

    I also raised a complaint yesterday, to get this escalated, but I probably won’t hear anything from that for a week!

    So my wife has been without service for several days now, and we have wasted countless hours trying to educate T-Mobile on what this problem is, and waiting patiently whilst they try to understand who in their own organisation can complete the obligations that they have failed to fulfil.

    T-Mobile has not delivered an adequate network service, and they have not handled the port correctly and shown incompetence in resolving the issue that has further wasted our time.

    Mark Woodley

    • http://www.themana.gr/ Flavio Martins

      That’s SO hard to hear Mark. I, unfortunately, hear TOO MANY of these types of stories. I can’t speak for T-Mobile, but I know that even though we have to just live with terrible experiences like this, the future looks bright as other service providers are committed to creating an exceptional experience for the customer.

      The number porting rules, I wish I could change. It’s the year 2012, it shouldn’t be this hard to change a phone number.

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