Metro by T-Mobile automated device swap system having issues, but $15 fee not being charged

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Remember late last year when Metro by T-Mobile said it would allow customers to change devices for free following a brouhaha about it enforcing a $15 fee? Recently there have been concerns that that fee had come back, but there’s an explanation for what’s going on.

Metro by T-Mobile customers on Twitter and Reddit have said this week that the $15 device swap fee had returned. Some folks said that free swaps only worked for Metro devices, not phones that you brought yourself, while others claimed that free swaps weren’t working for any phones due to a “security update.”

Now Metro by T-Mobile has clarified, telling Android Police that its automated system is undergoing updates and that device swaps done over the phone are now being sent to customer support agents who are waiving the $15 charge. “Customers can call 611, *228 or 888-8metro8 and our agents will be able to assist,” Metro said.

A $15 fee just for swapping your device is quite a charge, so it’s understandable that customers would be frustrated if they were being hit with the fee, especially after the news late last year that Metro had reversed its policy on charging it. The good news is that the confusion is being caused by an update to the automated systems and that the $15 fee is not begin charged, so customers can still switch their phones for free right now. Here’s to hoping that the issues happening with the automated system are sorted out soon.

Source: Android Police

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  • squiggleslash

    Wait, what? If you move your SIM card to another device on MetroPCS they charge you $15? WTF?

    • riverhorse

      No, that’s been fixed. BUT, it’s bad enough that a simple SIM hot swap {w/o having to contact them} is not allowed…
      Metro’s gotta be the only company on Earth that does this.

      • squiggleslash

        They’re doing GSM wrong in that case, to the point that if I was an equipment manufacturer I’d make it clear this is unacceptable. ETSI, GSM/UMTS/LTE’s “owner”, doesn’t have much power in the US, but they need to throw whatever weight they have around about it.

    • Nate

      This would stink for sure. The main benefits for having a phone with a Sim. Easy moving around to other phones.

  • Mike Smith

    That doesn’t sound very “un-carrier”, I’m glad they are fixing it.

  • Willie D

    This is a very CDMA SIM type of issue, one that Sprint LOVES the most – not being able to swap devices unless A) its in their system and B) almost always requires a new CDMA/LTE SIM card (which is almost always charged as well) – It’s lovely to see that T-Mobile is taking literally one of the worst things about Sprint and putting it to the test on TMo owned brands… Let this be foresight to what will happen to TMo soon enough. Any way to generate money they will do.

    • none

      It’s because they used to be a CDMA carrier, before T-Mobile bought them in 2013, and even then, the CDMA network ran alongside the GSM network until late 2015 when they finally shut off the CDMA towers and refarmed them to GSM.
      The issue of swapping devices is because Metro still uses the old device swap system, because installing new hardware to eliminate that issue would cost a lot of money(each base station/tower has a computer that authenticates every IMEI/RUIM number, in order to fix SIM swapping, that computer needs to be replaced, on every tower that Metro uses)

    • Ruben Garcia

      sprint swap are free even getting a different sim at the store. You can use the same sim card from android to android or iPhone to iPhone. But required a change if is different. Even the sim pack for all devices is like 3 dollars or something. Tmobile sim in store are 10-20 depends on the store.

  • rcxb

    It’s obscene that they are preventing you from swapping your SIM at will. ATT does not do any such thing, they’ve got vastly better coverage, and these days there’s little price difference between the two, anyhow.