I have an account with two lines. One of those lines is giving poor service for my truck driver spouse who stays on main highways but constantly drops calls or has no service many times a day. The run is a dedicated run and goes the same place every week. I have requested that they waive the termination fee on that one line so that we can get more reliable service. Being able to contact someone when on the road is a huge issue for us. I want keep the one line through the end of the contract an possibly renew with just the one line. I have been denied this request even though there have been many problems and we have called and had issues documented. First they said we had to update the software on the phone that did not fix it then they said we needed to get a replacement phone and that did not fix the problems. We have done everything that they had said to try but still they refuse to waive the $200 termination fee. How can I get this resolved? I feel like we are being held hostage to crappy service and as long as T-Mobile is getting their money they do not give a care how their service is. I understand that it is not a perfect world but they can look at the call records and see where calls are dropped and number have been called back right after the drop. I know you cannot guarantee drop free service but this is a documented issue, the dropped calls are not just one or two but can be in the double digits each night. I feel like it is only fair to waive the fee on that one line since we have done what we were told would possibly resolve our issues. At the present time if they refuse to help us out I for sure will not be renewing the contract for the line that is not giving me those issues and we will be advising our friends of the poor service and lack of understanding from T-Mobile. Truck drivers communicate and recommend products and services to each other all the time.What else can we do?
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