T-Mobile Changes Early Termination Policy

Last week, T-Mobile modified its Early Termination Fees (ETF) policy. Customers will no longer be able to cancel service without an ETF when moving out of a T-Mobile coverage area or overseas. This policy went into effect February 8th and will not affect customers who cancelled service (without paying the ETF) before February 8th.

Additionally, this new policy change does not apply to customers moving overseas due to military deployment.

What do you think of this new policy change? Good, bad, don’t care? Let us know in the comments!

Tags: ,

  • Bebo 88

    whats going on with tmo customer service i been working for tmo for 3 years n customer service has changed so much for example a couple weeks ago i had a customer come into the store because she lost her phone and the person that got the phone made calls to Australia and they wouldnt waive the fees for the loyal customer and back in the day that was something customer service would fix for a customer no problem… whats going on??? if a customer doesnt have service to somewhere they maybe just moved to or something of that nature tmo should have the common courtesy to waive that for them, i love working for tmo but bad customer service isnt going to help us in anyway it doesnt make sense to take a step forward but 2 steps back

    • brucewayne

      You say you have been working for tmo for 3 years?? Then you haven’t read policy, or haven’t bothered to follow it. There are always “one-offs” for credits, but it has ALWAYS been policy that if a customer doesn’t call to report a phone lost or stolen, they are responsible for the charges. Could you imaging if everyone made international calls and then called in to say my phone was stolen and we just waived it for them. Then there would be no tmo because we would go out of business. And you talk about all the changes. We are making the changes to fall in line with the other carriers. We have just been “giving” away money for issues we shouldn’t have and it has cost us. I understand looking out for the customer, but if there is no T-Mobile, there will be no T-Mobile customers.

      • TalOrtRal

        Meh, T-Mobile hasn’t really been “giving away money”. Many people have to move out of country for work and if T-Mobile doesn’t even have service whatsoever in that country, then of course they should let that person out of their contract. I think it’s interesting that, as always, military deployments are the exception. I am from a mostly military family, so I think it’s fine, but I think most people’s argument for this would be “in the military they don’t have a choice”. Have people ever thought that many people in other lines of work also don’t have a choice?

        Not that it was that easy to get the fee waived even before this change. Last year, I moved to Paris for work. I let Tmo know well ahead of time, they told me the information I needed to give them. Once I had my new permanent address I sent them even more than I needed to. Some mail with my address, a copy of my French work visa, and my French visitor’s ID. Over the next 6 months, Tmo put 3 different $400 charges on my credit card. Each time, I would call in and spend at least an hour on the phone making them explain what had happened. It was always a lie about how they had lost my proof of moving. So I would re-fax all the info to them and they would say basically, “It’s too late now.” Only when I got huffy about how it’s pretty unprofessional to lost my private information, including pages from my passport, would they refund the charge. Then a couple months later, the same charge would be applied to my card again and I’d call and they’d give me the same line of BS.

        Worst experience I ever had with a cell company. I actually think it’s good that they’re changing the policy, because at least now it’s not a lie.

        • Antioch

          The reason tmobile allows for waivers in military situations is they are legally obligated to do so, read the soldiers and sailors relief act.

      • Bebo 88

        I understand what you mean, i didnt want to get into so much detail but the girl came into the store the day after and in the notes it showed that she had called to suspend her service the day she lost her phone (the day before) and tmo made her aware of the charges and didnt help her with that and when i called for her they told me the same thing, that “there valid charges” how are they valid charges when she has no previous history of calls to Australia, I would understand if shes ever even made just 1 call to australia i would understand but nothing and they still wouldnt help her and i would even understand is shes a new customer and i cant remember exactly how long shes been with us but it was for a couple years.

        • H8stylist

          i understand that frustration, personally i think all accounts should have a international block on them for that very reason, and on sign-up just simply ask the customer if they would like the ability to call internationally. simply having the block on there will prevent those situations and cust can still receive international calls with it. just can’t make them.

          thing to remember is there is always a reason for those type of policies cause like previously stated people would make 100s of dollars in calls and clame they lost their phone. or, i have actually seen this with a friend, their child makes a friend on aol and gets their phone number and makes long calls and daddy didn’t see it till next months bill came out. now the second one is frustrating as well, but you are still responsible for the people that use the phones on your account, regardless of how they are used.

        • Antioch

          Again regardless of circumstance the policy has always been, up and until the customer calls to report the phone lost and / or stolen they are responsible for charges, regardless of previous calling history. Dealers like yourself are the reason we hate talking to you in customer service

    • H8stylist

      giving customers credits for non tmobile errors =/= customer service.

      • TalOrtRal

        Well, fair enough. But they used to be the only carrier that made things fair by giving all customers the same privilege as military customers. Now they’re being exactly like the other carriers: giving an advantage to military when others have to relocate for reasons equally out of their control.

        Note: Even if you’re a contractor for the military and have to relocate, you can’t take advantage of this loophole. Yet active military can.

        • H8stylist

          because in the military you can’t exactly say “no sir, i will not move”. besides, military are always afforded certain luxuries as they are not only working for the government they are our defense. defending your country/other countries is > everyday workforce

        • Anonymous

          I am so tired of this kind of bull crap. Im sorry, im just as patriotic as the next guy but everyday workforce = job, military = job, therefore military = everyday workforce. Who grows the food that military eat? who makes their uniforms, ammunitions, tanks and planes? What about doctors, engineers, and business people that figure out contracts for the best weapons they can get? They are getting paid for what they do. No body forced them to join, our entire military is volunteers. The only time I think that military > everyday workforce is when there’s a draft and those that choose to go instead of dodging the draft.

        • H8stylist

          does the place where you work have a higher mortality rate than the military?

        • Anonymous

          you are missing the point, my point is they CHOOSE to be in the military, nobody forced them, and as unpatriotic as it sounds A LOT, not all but alot of enlisted guys are in the military because its the best paying/benefits job given their education and skills. I support the troops but I just refuse to be pressured into hiking them up like they all took a pay cut to to join the military and die for our country purely out of patriotism.

        • Antioch

          Read the soldier and sailors relief act and come back

        • Anonymous

          read my response again and come back, wtf does the relief act has to do with anything? It doesn’t make you look more intelligent just because you’re throwing acts around

        • Antioch

          The soldier and sailors relief act legal obligates companies offering contracts to release military customers from legally binding contracts when on official military deployments. thats why i told you to read it tard face

        • Anonymous

          I never argued against whether the military should or should not be allowed to get out of their contract. I was arguing against this point “defending your country/other countries is > everyday workforce”. Thats why I told you to read what I wrote muff lips.
          But let say for the sake of argument, if military is allowed to cancel their contract due to deployment without ETF. Wouldn’t it create a loop hole because military personal almost always knows when they would be deployed. Wouldn’t this allow them to get themselves a nice new $500 phone every time they get deployed?

        • Antioch

          The point is moot, tmobile cannot legally obligate these customers to contracts. if you want to complain about it contact your congressman to repeal the law

        • Antioch

          b) PENALTIES-

          (1) MISDEMEANOR- A person who knowingly resumes possession of property in violation of subsection (a), or in violation of section 107 of this Act, or who knowingly attempts to do so, shall be fined as provided in title 18, United States Code, or imprisoned for not more than one year, or both.

          (2) PRESERVATION OF OTHER REMEDIES AND RIGHTS- The remedies and rights provided under this section are in addition to and do not preclude any remedy for wrongful conversion otherwise available under law to the person claiming relief under this section, including any award for consequential and punitive damages.

          section 302 of the soldier and sailors relief act

        • Actually YES, mine does!!

        • anon

          With your logic, I could say cheeseburger = food, pizza = food, so cheeseburger = pizza, which is way off. Just because A=B and C=B doesn’t mean A=C. Really is a simple concept.

        • Anonymous

          ok ya we not taking the LSAT here buddy. A does = C because they might be different foods just like we have different jobs but in the end they serve the same purpose. Cheeseburger makes you full, pizza makes you full. Our jobs makes us a living and military jobs makes them a living.

      • Anonymous

        This guy obviously works for T-Mobile. Quit arguing with him, he sees no side except for the companies.

        • H8stylist

          where i work is not the point of my argument. yes i work in customer service, not t-mobile though. the point of my frustration is the lack of consumer responsibility. if you agreed to something and YOU change the variables of that agreement, why should the owner of the contract be held responsible?

          there are many times i don’t agree with company changes, big business and the like. using my place of employment as a stance for your disagreement with my points of view though is only stating you don’t have a valid counterpoint to them.

        • TheRealDeal

          You sound just like the t mobile reps. An absolute joke. Consumer responsibility? What does that entail exactly? Most people go out and spend money on a cell phone and an average of $63/month on a service (rough average in 2008 — we know that is probably more at this point), yet they’re the ones that are responsible for the service they receive? How does that make sense? People don’t go out and fix the towers themselves, that’s the job for the providers. To sit here and say it’s “consumer responsibility” to find a place/area/location that has service is ridiculous, just like all of your posts on here. You must live in mommy’s basement or a $#%& apartment and not have real bills. Regular people don’t have money to be blowing on a cell phone service that doesn’t work, let alone an early termination fee that they now have to pay. Technically, they sign these contracts with intentions of using it in a certain area. If that area changes, so should the terms of the contract, therefore negating the ETF.

  • Luvmymanda0211

    Well since they changed the terms in your contract .by law does that give you a right to get out of it now.because I moved do to a flood now I get horrible service

    • H8stylist

      no terms were changed, read the T&C, then come back

  • Senor Chang

    Look at how many people post these dunder-headed comments, soooo angry about it. So far I’ve only seen a handful of comments that even came remotely close to identifying the reason for this which is: SCAMMERS who screw Tmo out of these phones.

    hey consumers… you don’t like this change? Then BLAME THE GUY SELLING YOU GALAXY S PHONES FOR SUPER CHEAP AT SOME LITTLE BOOTH IN THE MALL OR OFF THE STREET.

    Sheesh. And don’t sign contracts anyway, you save more money that way to begin with. How you all gonna be mad about non-waivable ETF fees when you pay around 15% more per month on a contract? Good god people use some common sense. Wow, look: No contract, less cost per month, no worries about ETF! Whoop!

    • H8stylist

      or do the reasonable thing, when you move, check the service in the area where you move to. moving does not change your obligations, so make it easy on yourself when finding a new apt/home. if you signed a contract for a gym membership they don’t give you an out if you move to an area without a gym. if you buy a car do you get out of the agreement if you move to another country where you can’t drive U.S. vehicles?

      • Asdasdf

        Actually my gym has an out clause if I move out of their service area. But hey you know it all right?

        • H8stylist

          first of all, never claimed i did. anyone who does, is a self-proclaimed idiot. secondly, you are just arguing for the sake of arguing now. however, the gym in my area (as well as bally’s) holds you to their agreement regardless where you move, as well as you have to give a “written 30 day notice before cancellation”. i never said ALL gyms, as i never have said ALL wireless carriers have the same etf policies. i am merely trying to put some actual logic in the argument wheras you are simply trying to strip it away.

          but, meh, some trolls don’t react very well to logic i guess

      • Turn it in or pay up

        Yes, lets all decide to have our mobile coverage dictate where we buy our homes. Forget about the affordability, proximity to work, family, etc. As long as it has mobile coverage, we’re all good. Don’t mean to be a snot, but isn’t that a little drastic? Maybe I am wrong, please correct me if I’m wrong (I haven’t had a mobile contract in years), but isn’t the contract agreeing to provide you with service, as well as the new phone? Seems to me if they cannot provide you with service and you can supply proof of moving out of their coverage area you should not be penalized. I do believe that scammers that take advantage of this.& ruin it for the rest of us. Maybe a tougher proof of moving out of service area or giving the option to turn in your handset to waive the ETF (you’ll be getting a new one anyway with a carrier that can provide service) or you can pay up & keep your phone.

        • H8stylist

          the terms and conditions actually state:
          7. Service Availability. Coverage maps only approximate our anticipated wireless coverage area outdoors; actual Service area, coverage and quality may vary and change without notice depending on a variety of factors including network capacity, terrain and weather. Outages and interruptions in Service may occur, and speed of Service varies. You agree we are not liable for problems relating to Service availability or quality.

          nothing in there states t-mobile agrees that they have to provide service under the contract terms. as you stated, there are a lot of factors to consider when moving. however, if communication is so important, if you do not plan on having a landline, then why is it drastic to pull out your phone when you are moving and say “hmmmm i don’t get any service here, maybe we can find something in the area where i do”. i am not stating that it’s the final answer to where you move, but it is in the end YOUR decision. if you spend less than the cost of the etf to move to a location where you or your family are happy, then that’s where you should be. if you can find a compatible place where you have service and everything else is good, then everyone wins. don’t make t-mobile liable for your life decisions

  • Crazypatriotsfanatic

    I can understand people not wanting to pay ETF’s. I don’t want to either, that’s why I paid for the service until my 2 years was up and didn’t sign another contract. The key word here is contract. You AGREE to hold service for 2 years and TMOBILE agrees to provide it. If you opt to cancel your service then you AGREE to pay the termination fee. If you buy a car and then move to the middle of the city and can’t have it any longer you don’t get to call the bank and tell them you’re done paying for it. “But hey, I moved to china, so I shouldn’t have to keep my end of the bargain.” I’m pretty sure TMobile doesn’t tell customers that they have to move over seas so do the right thing and uphold your end of the agreement. I get so tired of a society where people think everything should be provided and they be held responsible for nothing. Who the hell raised these people?!?!?!?

    • DP

      A car is a tangible item that you can get to recoup your costs. Service that is not being offered can’t be recouped in any way. If they agreed to buy back the phone or something, that’d be one thing, but forcing people to pay when those people are no receiving the service is completely different. If you move to an area where T-Mobile does not provide service, then they are not holding up their end of the bargain either.

      • Alexfajardo825

        the reason you signed the contract (the phone) is a tangible item, and you can sell it to recoup much of the ETF, so your theory right there is wrong. ESPECIALLY Tmobile you signed a contract to get the phone for cheaper not the service.

    • Cemuzan34

      Ok i m an international student and studying english.. my bill was $173 bc i had a plan for 500 minutes and i used 700 minutes they charged $113 for 213 minutes.. is this fair ? ok then i was gonna pay it then i was gonna cancel it but they said they would gimme discount like $40 and they changed my plan and CR made me have 2 year contract and said i could cancel it whenever bc i m international student.. now they dont do it and ask me $200 they will get my dick at the end but how can you defend t mobile? T MOBILE IS THE WORST OPERATOR IN THIS COUNTRY I HATE THEM

  • Vronnie64v

    ok me and tmobile have reconciled im still with them and they have given me a deal i could not refuse.

  • Vronnie64v

    ok me and tmobile have reconciled im still with them and they have given me a deal i could not refuse.

  • Vronnie64v

    now there is something to be said about good customer service to good customers.

  • Jsmith23

    Its very fair im sick of people saying well I moved so I don’t think I should have to honor a contract since I don’t get service anymore!

    • IknoIT

      People do not move with contingencies on wether not they have cell phone coverage, I think that if they cannot supply towers then why pay for “no service”

      • H8stylist

        ok then how bout a contengencie where if they moved to an area with no service, they don’t get an etf, but they have to pay full retail for the phone they subsidized? so they get an extra 300.00 on their bill for that hd7 they got for 99.99. tmobile didn’t ask the customer to move, so why should the customer choose to move to an area with no service and keep all the benefits of the contract with no penalties?

  • Lilmicky3

    3 WORDS COULD ONLY DESCRIBE IT ….i love it

  • mh646

    Sucks…..

  • IknoIT

    So is this a change to my contract??? Do I see the possibility of canceling my service w/o paying early termination because of this change? Hmmmm…

    • Works for a Wireless Carrier

      No, it’s not a change to your contract. Waivers of early termination fees are in no way promised or implied in the terms and conditions of T-Mobile (let alone any wireless carrier). They all state that if you cancel early, you pay a fee.

    • Works for a Wireless Carrier

      No, it’s not a change to your contract. Waivers of early termination fees are in no way promised or implied in the terms and conditions of T-Mobile (let alone any wireless carrier). They all state that if you cancel early, you pay a fee.

    • jarjon76

      Stop trying to get out of what you committed to. This has ZERO effect on your contract.

      • DP

        Actually it does. If this changes the terms of the original contract, he/she can legally nullify the original contract and choose not to continue with a new one.

        • H8stylist

          /sigh, read the T&C before spouting off at the mouth, or atleast read the comments already posted in this article……nothing in the T&C has changed, nothing in the contract has changed.

  • bystander

    No $hit t-mobile, what did you think would happen? you lose money, then you realize one of the reasons is because you let so many people walk with smartphones and no ETF… It’s about time!

    • dij

      ur a f*cking moron.  what about the people that actually have no service and/or are moving abroad?

    • dij

      ur a f*cking moron.  what about the people that actually have no service and/or are moving abroad?

    • dij

      ur a f*cking moron.  what about the people that actually have no service and/or are moving abroad?

    • dij

      ur a f*cking moron.  what about the people that actually have no service and/or are moving abroad?

  • Matt

    wow, I’m pretty sure legal challenges here will set this back, because there are a lot of issues with this.

    • Ultimate Darkness X

      There will probably be attempts however they are completely in the clear legally seeing as they are NOT modifying the T&Cs and they are NOT modifying the contract in anyway. They are just changing an internal known policy that states they would waive what they could consider a valid fee.

    • Ultimate Darkness X

      There will probably be attempts however they are completely in the clear legally seeing as they are NOT modifying the T&Cs and they are NOT modifying the contract in anyway. They are just changing an internal known policy that states they would waive what they could consider a valid fee.

  • Patmvaldez

    First I get the text about Tmobile charging us Texas residents a “Texas Recovery Fee” and now this. Boy, Tmobile is just chock full of good news this week!

    • Ultimate Darkness X

      Chances are that “Texas Recovery Fee” has nothing to do with T-Mobile themselves, you have to remember a lot of those things are regulated by the state.

      • Lawless

        It was a fee that T-Mobile charged to help them deal with the fees Texas charges them. instead of T-Mobile paying their bills, we do.

  • Bauer

    After all is it a German company that came to US to milk Americans

  • Bauer

    After all is it a German company that came to US to milk Americans

  • Eva

    Another awful move by an awful company. I’ve had very unpleasant experiences with tmobile and am happy I was released from my contract with only minor scrapes and bruises. I highly recommend looking up their CEO email listings on consumerist.com if their customer-service line is of no assistance, which is highly likely. Speaking directly with their VP, Pancho Hall, was the only way I was able to get out of my contract even after it ended! (They told me I had gone online and signed up for another two years. LIES!) He can be reached at 877-290-6323, ext. 3418039.

    • H8stylist

      while in certain situations where your contract is extended without your knowledge (and i use that term lightly, since people don’t care about the fine print till it affects them) it is understandable that you would be able to avoid the etf as that is a simple contract reversal.

      however, this move is not awful, as rules are made for the masses not the exceptions. only a small number of honest people would be affected by this. however, as previously stated this was a move that was made to protect t-mobile from people trying to exploit a courtesy. while you may think t-mobile is a horrible company i am sure you will find that the other “saintly” providers have the same or worse policies.

  • Anonymous

    Well, once again, the deeds of the bad effect the innocent. Too many times people “move” to a new area and cancel their contract only to come back with their $500 phone and put it under a cheap plan or sell it.

  • keridwyn

    This seems to be another brick in the wall T-Mobile is building between it and the customer. I’m one of the oldtimers with T-Mobile (remember Voicestream?) and the past year the customer service has completely bottomed out. I used to rave about how good the customer service was; now if I can get off the phone without being in tears it’s a miracle! I guess military deployment isn’t really such an admirable thing to this company–I understand that times are hard, but when times are hard, you work harder to keep your customers happy and feeling appreciated. I bet a lot of those servicemen and women would have come back to T-Mobile after their deployment–now they, like me, are just sitting out the contract.

  • keridwyn

    This seems to be another brick in the wall T-Mobile is building between it and the customer. I’m one of the oldtimers with T-Mobile (remember Voicestream?) and the past year the customer service has completely bottomed out. I used to rave about how good the customer service was; now if I can get off the phone without being in tears it’s a miracle! I guess military deployment isn’t really such an admirable thing to this company–I understand that times are hard, but when times are hard, you work harder to keep your customers happy and feeling appreciated. I bet a lot of those servicemen and women would have come back to T-Mobile after their deployment–now they, like me, are just sitting out the contract.

  • TheRealDeal

    h8stylist is a dumbass. First of all, companies don’t get to the top by treating their customers like $#!%. Which is exactly what tmobile does. If they want to change their fee to prevent some of their losses, then so be it. T mobile generated $5 billion in revenue and $320 million in the third quarter alone for 2010. For them not to listen to certain complaints of their customers and not try to help them is ridiculous. If a customer moves to an area that has no service, that fee should be waived, as you’re not getting the service you pay for. (Unless you base your move on your cell coverage — absolute dumbest solution I’ve ever heard). But wait, T mobile doesnt “guarantee” service, only a “phone” for your monthly contract. So basically this company that you are willing to pay money to you, knows up front that they are going to scam you the entire two years.

    Don’t believe me about scamming? How many people think t-mobile has 4g coverage? It certainly appears that way, with all of their advertising. Truth is, their “HSPA+” network is not 4g. No company is perfect, but to sit here and defend them, even when they are clearly wrong, is well, just plain wrong.

    • aaronh

      T-mobile customer service is BEYOND HORRIBLE. I spent over 26 hours of talk time with their rude, impatient, overseas reps on the phone trying to get a replacement phone sent out. They lost it twice, and had to do a “research” over and over and continued to lie over the phone about arrival times. Was with them for almost six years, and had only replacement phone done before as it was defective. Do NOT ever use T-mobile, because one day when you need to talk to customer service you’ll see why they have such a bad reputation. I cannot stress enough how bad I was treated.. and I’m a normal person, and was nice over the phone however you can’t work with a dishonest company no matter who you are.

  • Joeyd_usmc2141

    That is really bad so if you move and they do not provide service to that area you are to keep paying on a phone that you can’t use that needs to be changed. If they did not have such terrible service all over they would not have that problem

  • rick dunston

    t mobile is a suck ass wannabe cell phone company that has totally screwed me for the past two years and i cant wait until the screwing is over i hope they rot in hell. they are a living breathing parasite. the service sucks the navigation is a complete failure customer service is the worst ever ive had up to 20 droppped calls a day after cancelling my insurance plan cancelling the web and any other services that the charge extra for i am still paying almost $90.00  a month for nothing but aggravation. all i can say is thanks tmobile for the absolute worst cellular experience in my entire existence

  • jim

    As stated a hundred times over, T-Mobile is a terrible company with poor customer service and even worse cell phone reception. T-Mobile is a sinking ship, so they have to make money any way they can (I.E, Early Termination Fees, etc). I recommend staying away from the company in general, but do NOT sign up with T-Mobile unless you live in a metropolitan area. You will not get service, and you will have to pay an ETF to get out of their stronghold.

  • jim

    As stated a hundred times over, T-Mobile is a terrible company with poor customer service and even worse cell phone reception. T-Mobile is a sinking ship, so they have to make money any way they can (I.E, Early Termination Fees, etc). I recommend staying away from the company in general, but do NOT sign up with T-Mobile unless you live in a metropolitan area. You will not get service, and you will have to pay an ETF to get out of their stronghold.

  • jim

    As stated a hundred times over, T-Mobile is a terrible company with poor customer service and even worse cell phone reception. T-Mobile is a sinking ship, so they have to make money any way they can (I.E, Early Termination Fees, etc). I recommend staying away from the company in general, but do NOT sign up with T-Mobile unless you live in a metropolitan area. You will not get service, and you will have to pay an ETF to get out of their stronghold.

  • Josh

    We recently moved to an area where we get absolutely no cell phone, texting or internet service and have notified T-Mobile of this, but, of course, the deactivation fee will not be waived.  They basically called us a liar and insisted we DO get service according to their GPS system.  I told them to send a representative up here to verify the lack of phone service in this area, but, of course, they will not.  We are stuck paying for phone service that does not work and with a company that does not care about customer service … all they want is their money.  Not having service up here has proved problematic for my family and we have already had an emergency situation with my wife’s car being stranded on her way home from work and no cell phone service to alert anyone.  She had to walk to someone’s house, borrow their phone and call for help.  What if it had been a life/death emergency situation, which I posed to T-Mobile, but their representative didn’t care and kept repeating himself over and over that it isn’t their policy to  waive the deactivation fee and continually kept saying we DO have service where we now live … basically calling us liars.  We will never go back to T-Mobile … I have never seen such poor customer service and uncaring attitudes about people’s lives in my life from a company.  I am at a loss as what to do now about this dilemma.  Any suggestions?

    • Driding369

      If your phones are worth anything u can trade them in at a radioshack and pay the cancellation fee with the credit u receive through the precise system that radioshacks have. Sometimes, some stores will not allow a payment made with a trade in or gift card only cash, in which case u can talk to a Sprint representative if of course Sprint is an active carrier where your at an fits u, Sprint hates EMOBILE and will do much work to get a t-mobile customer transfered. When I canceled tmobile I had two separate account, one dealer county and one none. I played the etf the first time with trading in my old g2x the second one I called Sprint and they actually gave me 200 credit on my acount which yes in the long run I had to pay tmobile but I didn’t have a cellphone bill for about 3 months. And my EVO 4g for my girl was free and I traded in a galaxy vibrant and payed 50 dollars for my EVO 3d and I’ve never been happier with the service. Radioshack is where It’s at, u just have to find one where they actually care. If they say there’s nothing they can do… There lying and they don’t care. Try a different one.

    • nic

      Take your handsets into a store and have them examine all of your settings. If you have towers nearby, something isn’t right. You say they basically called you a liar, but you know they did not actually call you liars. You say that TMo doesn’t care about it’s customers, but that’s your take on it. It’s not true. They care about their customers, but you may have had an attitude with the rep you spoke with that got you nowhere. I can understand your frustration and need to make things work right. TMo hires all kinds of people, so if you don’t like the results of one rep, wait a bit and call back. And/or go into a store and see if you can generate some help. There are always resolutions to problems, but not if you go in charging, aiming to take down anyone in your way. Perhaps there is a logical reason for your loack of service. In 2007, I was unable to get service for 10 days. Turned out one of their towers was down and it was before they had added more towers in my area that my phone could have reached signal from. Also, there is a feature in your hadset that will enable you to connect to AT&T towers when TMo is down. Thoroughly inspect all your settings.

  • Josh

    We recently moved to an area where we get absolutely no cell phone, texting or internet service and have notified T-Mobile of this, but, of course, the deactivation fee will not be waived.  They basically called us a liar and insisted we DO get service according to their GPS system.  I told them to send a representative up here to verify the lack of phone service in this area, but, of course, they will not.  We are stuck paying for phone service that does not work and with a company that does not care about customer service … all they want is their money.  Not having service up here has proved problematic for my family and we have already had an emergency situation with my wife’s car being stranded on her way home from work and no cell phone service to alert anyone.  She had to walk to someone’s house, borrow their phone and call for help.  What if it had been a life/death emergency situation, which I posed to T-Mobile, but their representative didn’t care and kept repeating himself over and over that it isn’t their policy to  waive the deactivation fee and continually kept saying we DO have service where we now live … basically calling us liars.  We will never go back to T-Mobile … I have never seen such poor customer service and uncaring attitudes about people’s lives in my life from a company.  I am at a loss as what to do now about this dilemma.  Any suggestions?

  • Buzzy32

    I can’t understand why why why some people can not just get a simple T.mobile SUCKS into their heads. Bad service, bad network, worst customer service, they are thiefs, they are thaught to tell lies, and that is why we all want to cancel the service

  • Buzzy32

    I can’t understand why why why some people can not just get a simple T.mobile SUCKS into their heads. Bad service, bad network, worst customer service, they are thiefs, they are thaught to tell lies, and that is why we all want to cancel the service

  • Dan

    GO F* URSELF T-MOBILE

    I WILL NEVER USE THEM AGAIN.

  • Ashley Karels

    super bad…wouldn’t this be a chance of the contract in itself of which these people could get out of the ETF’s by changing the contract? Shit.

  • Ragamuffingirl

    This cancellation policy was the reason I signed up with T-Mobile 3 years ago.  I was not aware of the change, and now I can’t get out of the contract.  No one at customer service was even aware of this policy to begin with.  They were so unhelpful and not knowledgeable about their own policies.  T-mobile – never again.

    • nic

      Early termination fees have always been around. I have been a TMo customer since they were VoiceStream, and yes, there were early termination fees. It’s nothing new, and all carriers have the early termination. Not fair to blame TMo when, if you read your contract, you will clearly see it stated. It also states this in many other areas – in store; brochures; on ads; TMo online website; their reps mention it when you sign up… WHY do people keep saying they don’t know about it and that TMo reps don’t know their own policies when it is and always has been everywhere to read about? It’s no secret!

  • http://twitter.com/WillieFDiazSF William Diaz ✔

    First off, they can not change policies that were enacted during your contract term. Any and all policies that were in effect when you signed a contract are legally obligated to be extended during your contract, otherwise your contract was null and void once any changes were made. Contracts legally must be agreed by both parties, if one party changes the contract, but the other does not accept, agree, or acknowledge the contract, it is null and void, and any and all stipulations and policies that changed from it are also null and void. So this policy is null and void as well. And it would be illegal (at least in many states like California) for them to try to uphold this. Even more illegal if they try to force you to pay the ETF if they no longer can provide service you were paying for. ETF is not a penalty, but part of their rates, and if there is no service rendered but you are paying the rate, its fraud and extortion, and that is illegal. So this entire fiasco is illegal. Nice try.

  • Dee_mia2

    I tried to downgrade my plan since I recently changed jobs and took a huge pay cut. I was told I could not change the service unless I paid the early termination fee. Any thoughts or advice?

  • Dee_mia2

    I tried to downgrade my plan since I recently changed jobs and took a huge pay cut. I was told I could not change the service unless I paid the early termination fee. Any thoughts or advice?

  • Dee_mia2

    I tried to downgrade my plan since I recently changed jobs and took a huge pay cut. I was told I could not change the service unless I paid the early termination fee. Any thoughts or advice?

  • Dee_mia2

    I tried to downgrade my plan since I recently changed jobs and took a huge pay cut. I was told I could not change the service unless I paid the early termination fee. Any thoughts or advice?

  • Fairylady913

    i lost my job and cant pay this disconection charge ok do i just let it go

    • nic

      So sorry for you on the loss of your job, but you are still responsible for your bills. I am not with TMobile, but just someone attempting to employ common sense. I would check around to see what kind of assistance there might be, if any. Best of luck. Oh, and don’t forget that whatever bills you skip out on will only harm your credit rating if left unpaid, which could make life even more difficult. Best to make some type of payments. If I were you I would contact TMobile and explain your situation.

  • DB

    I just had a Chat with a T-mobile rep name Amberly. Couple of months ago I moved to MT, where T-mobile has no reception. After 3 months using Roaming, T-mobile asked to disconnect me. They left me a voice mail says: on July 27th, this number will be disconnected. Therefore, on July 27th (around 630pm), I went to ATT and ported my number. On my last bill I got $200 termination fee, reasoned by “you were still under the contract”. Seriously T-mobile? What did you expect me to do T-mobile? Don’t get T-mobile!

    • nic

      Unfortunately, there is more to your story because things just do not work that way as you stated.

      • chloe

        no i used to work there, and before this new change got applied you could cancel due to no service in your area.. but it seems like since he did it in july the rep might have told him one thing and they did another..

        • nic

          I’m going by what I read in the contract, in the terms and conditions. Also, TMobile would know whether or not there was service in a given area. Sheesh.

      • Dantay112

        NI get a life!  I just left tmobile because reception is getting worse.  I think that when ATT discussed a merge, Tmobile decided not to renew some of their towers.  I had been with tmobile for 10 yrs.  If they send me a etf, they can eat it.  Eye for an eye…NIC tower problem being a customers???  PLEASE!

        • nic

          Dantay, take off your blindfold and enter the real world.

        • nic

          Dantay, take off your blindfold and read from the real world. The failed merge has nothing to do with towers, but your local phone company does. Also, a full early termination fee of $200 will actually be more than $200, and it will include your last months statement since TMo bills a month behind. Any ETF will be have more legit charges factored in. And I never said tower problems were the customers fault.

    • nic

      Unfortunately, there is more to your story because things just do not work that way as you stated.

  • DB

    I just had a Chat with a T-mobile rep name Amberly. Couple of months ago I moved to MT, where T-mobile has no reception. After 3 months using Roaming, T-mobile asked to disconnect me. They left me a voice mail says: on July 27th, this number will be disconnected. Therefore, on July 27th (around 630pm), I went to ATT and ported my number. On my last bill I got $200 termination fee, reasoned by “you were still under the contract”. Seriously T-mobile? What did you expect me to do T-mobile? Don’t get T-mobile!

  • Rebecca Northaman

    T mobile is a piece of sh**. We had an engineer come out from Tmobile saying that there wasn’t service in this area. After dropped calls, missed calls. Etc. We just cancelled, why effing pay for a service that doesn’t work? Still stuck with the $200 per line, early termination fee. We sent letters, spent hours and hours on the phone with customer service reps that just don’t five a ___. What a mother F**** piece of Sh*^ company. 

    • nic

      The towers are/were probably your problem. That is not necessarily TMobile’s fault if your area isn’t close to any towers that can or cannot get signal from TMobile or AT&T towers. Other phone carriers can dictate that and it takes time for coverage to happen in remote areas. Google it. Another thing some people may or may not realize is the powering off and back on of their handset. If you were at home, but then drive to work, your handset may still be trying to connect with the tower nearest your home. And the other way around. But if one powers down and back up, the handset can connect with the nearest tower. As for your termination fee, ouch, indeed. But $200 up front is far better than continuing to pay for a 1 or 2 year contract when you said your service was not up to par in your area. That is part of the contract, and all carriers have early termination fees. As well, anyone can check coverage for their area’s to see if the coverage is in their area. Sometime GSM is better while other times it is CDMA. 

    • nic

      The towers are/were probably your problem. That is not necessarily TMobile’s fault if your area isn’t close to any towers that can or cannot get signal from TMobile or AT&T towers. Other phone carriers can dictate that and it takes time for coverage to happen in remote areas. Google it. Another thing some people may or may not realize is the powering off and back on of their handset. If you were at home, but then drive to work, your handset may still be trying to connect with the tower nearest your home. And the other way around. But if one powers down and back up, the handset can connect with the nearest tower. As for your termination fee, ouch, indeed. But $200 up front is far better than continuing to pay for a 1 or 2 year contract when you said your service was not up to par in your area. That is part of the contract, and all carriers have early termination fees. As well, anyone can check coverage for their area’s to see if the coverage is in their area. Sometime GSM is better while other times it is CDMA. 

    • nic

      The towers are/were probably your problem. That is not necessarily TMobile’s fault if your area isn’t close to any towers that can or cannot get signal from TMobile or AT&T towers. Other phone carriers can dictate that and it takes time for coverage to happen in remote areas. Google it. Another thing some people may or may not realize is the powering off and back on of their handset. If you were at home, but then drive to work, your handset may still be trying to connect with the tower nearest your home. And the other way around. But if one powers down and back up, the handset can connect with the nearest tower. As for your termination fee, ouch, indeed. But $200 up front is far better than continuing to pay for a 1 or 2 year contract when you said your service was not up to par in your area. That is part of the contract, and all carriers have early termination fees. As well, anyone can check coverage for their area’s to see if the coverage is in their area. Sometime GSM is better while other times it is CDMA. 

  • Suluamai

    Take them to Court, the State of Washington laws stands firms behind it signed contract, prior not the new changes if you are not being notified properly & if you missed then be it type of thing..I too is fighting & sue T-Mobile for ripping off people with their signed contract bullshit. Never fall into this Money Making rip off Bull business!

    • Nicnewz

      What a ridiculous comment. Taking a business to court is no easy task. The state of Washington’s laws are not nationwide. This person clearly states they are no longer under contract. And TMobile is not ripping that person off. That person just didn’t appear to understand how the bill cycles work.

  • Callalilyz

    my contract was up 3 months ago but i didn’t need to cancel it until recently. I called them to cancel the 4lines we have and I was told it will take affect on the next billing cycle (which is another 26days). So even if i am not using the phone, i still have to pay another full month for all 4 lines… how ridiculous is that? I asked to speak to a manager and the Tmobiles rep didn’t not want to transfer me to anyone, and that there was no manager and that there was noone who can help me in that matter. What kind of customer service is that ? Tmobiles customer services is the worst I have experience.

    • nic

      When your contract is up and you remain with TMobile you revert to a month-to-month pay customer. There is no more contract, your requirements have been met. However, should you choose to cancel your TMobile service, you must do it within the billing cycle guidlines. (What is your bill cycle?) If you are already into another cycle, then this is why they are billing you for the remaining 26 days. I would call back and ask them if they will pro-rate your current bill. See if there is any other solution. You might also try going into a TMo store and discuss this with a rep or manager/assistant manager and see what guidlines they might be able to provide. If nothing can be done, find out when you can cancel and swith over to the other carrier you might be deciding to go with, if aplicable. TMobile’s customer service is no different than any other carrier’s CS.

  • Dboy

    Tmobile scam me!!! I signed a contract because of a fathers day promo free internet for a year after 3 months I waited 3 months no free internet called numerous of times spoke 2 at least 10 stupid reps every single 1 lied to me! To get me off the phone yes u will see the charge come off or no there are no such notes that u have met the req for the promo WTF!!!! I’m going to report them to the bbb note to tmobile cust write down every name of reps y speak to protect ur self

    • Jrg1959

      I got scamed by the fathers day promo also. I was beginning to think I was the only one.  I call every month, several times a month to try and get an adjustment to equal the free internet. I think we need to file with the FCC.

    • nic

      Dboy and Jrg: I was a TMo customer up until this month and, though I’m not familiar with the promo you mention, I do know that TMo customers are billed one month behind. So, what we see on “this months bill” won’t reflect any “current” changes/credits. I just wonder if this could be why you haven’t seen the credit (or free internet) yet?

  • Kupzknight

    T-mobile!!!!! fucking scum artist i was going to cancel my contract and they offered me 99$ with 10% discount monthly so far my bill is 130$ and 169$ i called them they said they dont have that kind a deal what a fucking scum!!

  • nic

    This early termination fee should not be any surprise to anyone. Early termination fees are stated when one signs up, as well as explained on one’s contract. Generally, mention of early termination fees are posted on advertisemets as well.  And all carriers have early termination fees.

    I guess your budget has changed since you signed up “13 months ago”. If you are still with Tmo, might you see if you are subscribing to any feature/s that could be eliminated  which could lower your bill by removing possible add-on’s. Your contract is the only thing you are required to pay. You can add/drop features without penalty.

    You could also do the math to see what your desired “future” carrier will charge you - tax and all. Don’t forget to add the costs of new handsets, new line activation, perhaps porting your number, etc.. and see just how much cheaper that actually will be.

    Cell carriers know what the other charges, and they are pretty much in line with one another. So do the math, and if you can do that much better with another carrier, then perhaps paying $200/line cancelation up front will come out cheaper for you in the long haul than to continue paying for the remainder of your contract. Sometimes it can save money, while other times, not, or not much. But one cannot expect any carrier to wave the early terminatinon fees when one has clearly signed a contract and the carrier has lived up to their agreement.

  • Enis77

    Nic, you are not with T-Mobile? seriously who are you kidding!!!

    • nic

      No, I’m not with TMobile. Never have been. I’m a 60 year old grandparent who is retired. Thank you anyway.

  • HATESTMOBILE

    whoever this fucking nic charector is probably works for tmobile.  This company fucking sucks! The tower in my area was down for a week and they re prorate me for the time was not able to use  phone!  They even knew the tower was going to be under construction for “upgrades” for extending the 4g network this company is a fucking joke DO NOT GET TMOBILE go with a prepaid company before you consider  tmobile

    • nic

      FYI, ‘hatestmobile’: just because you cant think past the end of your whatever, doesn’t mean you get to call me an effing nic character. I do not work for TMo, NO, once and for all! Get that through your thick skull! It’s called common sense, and because I exercise that instead of getting on here crying a river instead of understanding how things work, you seem to think you can call me names. Why don’t YOU just try use some common sense?! The company does not suck, but you obviously think it does, so why? You just get on here and say the company sucks but you don’t give any reasons to what sucks. A tower being under construction for upgrades sounds like a legitimate thing. What is wrong with you? If you don’t like TMo, fine, but do not attack me. I have nothing to do with your inability to understand your service anymore than I have anything to do with TMobile servicing you or anyone else.  

  • Clippyhater

    Moved to NH, service is abysmal most of the places I go (1 bar G), and NO service whatsoever at home.  The fact that a company is allowed to switch it’s policies without consumer acceptance is scummy–T-Mobile is scum, pure and simple.