Signed up for Home Internet trial with T-Mobile, kept our Spectrum internet, cable and...

GetHuman5453416's customer service issue with T-Mobile from November 2020

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The issue in GetHuman5453416's own words
Get hooked up on trial and new phone service ... Signed up for Home Internet trial with T-Mobile, kept our Spectrum internet, cable and home phone. Added home phone later when six T-Mobile employees ensured us T-Mobile home phone was the same as Spectrum home phone. T-Mobile Home phone never worked as it was misrepresented as VOIP (no adapter provided, etc.). T-Mobile Internet upload*download was *-* mps so useless for streaming TV or browsing. T-Mobile employee Kael (********** at *:** pm) cancelled our Spectrum Internet, Spectrum Cable on ********* without permission. We lost all our emails, cable TV, and home phone. We contacted Spectrum to see why no internet or cable and discovered Kael had cancelled all our spectrum services. Contacted T-Mobile to reverse phone number port-in and send back to Specterum but they would not port home phone back to Spectrum and Kael had changed internet *'s on home internet box couple times. We still currently have no home phone working until after **********. Numerous T-Mobile employees such as Gem, Christain Zander etc have guaranteed they would get situation corrected and we've never heard back from any of them, they just disappeared. Brlene got us to C. Zander once and he called and guaranteed us he would solve but we've never heard back. NTC Number Transfer Center employee Yemi, CJ, Jaimcel, Mark, Din, Rose and finally Ken but no solution. Christopher Zander also said he'd check with his manager to get credit for other services we have with T-Mobile due to the hassle but nothing done. Please check Account History Activity Log for some of the number changing and cancelling actions. We have spent from ********* and still attempting to get our Home phone re- ported with no avail. We have been on hold calls for over ** minutes and on a call at midnight with T-Mobile and Spectrum. We have * mobile phones with T-Mobile and they are excellent so we believed T-Mobile internet would be good. DO NOT CANCEL OUR MOBILE PHONES!!! The internet trial and the huge mess that Kael has caused us in time and safety issues (** year old aunt that can only contact us with home phone but can't now) has been super frustrating. Between **-** hours have been invested on our part to get a solution. Ken (********** at *:**pm) guaranteed T-Mobile would immediately release the home phone number upon contact from Oscar from Spectrum Number Transfer Center with a port out request. When Spectrum issued that port out request, they were given the date of **********. Ridiculous. *We were led to believe if we transferred our VOIP service to T-Mobile that we could just plug our home phone system into the Home Internet box provided by T-Mobile. This was never the case, even though a number of T-Mobile employees ensured us that was the case. We would have never asked for a phone port out of Spectrum if we had known this. We believe this whole situation is due to lack of training and your employee Kael and are very angry that this situation has occurred and T-Mobile has provided no solution to get the number back to Spectrum after hours and hours on the phone with a minimum of ** T-Mobile employees.
**** until ***** still no fix. Spoken to approx ** people and no phone solution still. Waited on hold for huge times and disconnected, promised callbacks that never happen.
Port to complete and discount
Couple years
No answer at corporate either. NTC customer Carr casework, gethuman, numerous calls to T-Mobile and internet trial people.
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T-Mobile

Internet and home phone
Customer service issue
Reported by GetHuman5453416
Nov 11th, 2020 - a year ago
Not resolved
Seen by 18 customers so far
Similar issue to 2070 others
0 customers following this