Joe Maring / Android Authority
TL;DR
- T-Mobile’s forced migration to Experience plans is causing some customers to miss out on long-standing toll-free promotions and be hit with unexpected charges.
- One customer says promotional credits that were supposed to transfer have disappeared, turning some monthly bills from around $50 to more than $300.
- Some users are also reporting that toll-free lines are considered “ineligible” after the change.
T-Mobile’s latest push to force legacy customers to accept new plans is officially underway and is becoming an expensive nightmare for some customers. The carrier’s forced migration is apparently breaking long-running toll-free promotions and secretly adding paid data add-ons.
The carrier recently began moving users from legacy plans like Magenta, ONE and Simple Choice to its new Experience line and promised that existing benefits, including free lines, would be honored. That assurance has now been called into question after several customers said their first invoice after the migration lacked promotional credits.
Some subscribers found that line promotions earned through years of loyalty didn’t transfer properly or disappeared entirely after the migration, according to a new report from The mobile report. Some customers who paid about $50 a month for plans that included multiple free lines were suddenly receiving bills of more than $300 because each line was charged at full price.
A customer said in reddit that all of their free lines disappeared after being moved to Experience Signature, while another claimed that T-Mobile support told them that a previously free line was now “ineligible” under the new plan. The user allegedly received a one-year credit as compensation, but was told that the promotion could not be reinstated permanently.
The reports are even more surprising in light of early migration reports that suggested otherwise. Internal information shared before the launch indicated that toll-free lines, internal discounts and tax-inclusive pricing would survive the change to the new Experience plans. These expectations were also reflected in previous reports on migration.
The forced migration itself has already been criticized by traditional clients. T-Mobile is phasing out plans from its 3G and 4G days in favor of new plans, which include unlimited premium data, increased hotspot allocations, streaming benefits, and a five-year price guarantee. Some customers are also seeing increases of up to $6 per phone line per month during the transition.
If these missing toll-free credits turn out to be more than isolated billing errors, they could be the latest flashpoint in an already controversial migration. If you’re affected, it’s worth taking a look at your latest bill line by line and contacting T-Mobile if any promotional discounts are missing.
Thank you for being part of our community. Read our Comment Policy before publishing.
