T-Mobile appears to be heading toward a major change that could eliminate its physical stores and sales representatives, potentially transforming into a digital-only wireless provider similar to Verizon’s online-focused Visible brand.

The shift isn’t official yet, but the warning signs are becoming hard to ignore. According to PhoneArena, several longtime T-Mobile sales reps have recently quit their jobs, frustrated by new company requirements that force them to push customers toward using the T-Life mobile app instead of providing in-person service.

The pressure on store employees has reached a breaking point. Reps now must handle a specific percentage of their customer transactions through the T-Life app, and those who fail to meet these digital targets risk losing their jobs. One employee who recently walked away after 8.5 years described T-Mobile as no longer offering a real career path.

What would this mean for customers? Unlike Visible, which rents network space from Verizon, T-Mobile would keep all its cell towers and wireless infrastructure. You’d still get the same coverage and service quality – you’d just handle everything through the app or website instead of visiting a store.

This digital-first approach could actually benefit T-Mobile’s bottom line significantly. Without the costs of maintaining physical stores and paying sales commissions, the company could increase profits substantially. CEO Mike Sievert recently sold over $5 million worth of company stock, suggesting confidence in the company’s direction.

For now, T-Mobile customers can still visit stores and get help from representatives. But if these trends continue, that hands-on service could become a thing of the past, leaving customers to manage everything from phone purchases to plan changes through digital channels only.

The company hasn’t made any official announcements about going all-digital, but the internal changes suggest T-Mobile may be testing the waters for a major business model shift that would fundamentally change how millions of Americans interact with their wireless carrier.

Source: PhoneArena