If it feels like it’s taking forever to get a real person on the line with T-Mobile lately, that’s apparently not just in your head.

As reported by PhoneArena, customers say wait times to reach a live agent through T-Mobile’s support channels have stretched from 30 minutes up to two hours or more, with some describing waits where the option to connect with Customer Care simply never shows up. 

The T-Life app’s live chat support is supposed to run daily from 4 a.m. to midnight Pacific Time, and typing “human” into the chat window is meant to bypass the bot and get you to an actual rep, but plenty of customers say that trick isn’t landing them anywhere useful right now.

Part of what’s fueling the frustration is the direction T-Mobile has been pushing its customer service overall: fewer retail stores, more reliance on the T-Life app, and a general push toward digital-first support over in-person help. That’s been a sore spot before, with some customers saying they’ve been turned away at stores simply because their phone couldn’t run the T-Life app. If chat support is also becoming a bottleneck, that leaves fewer reliable ways to actually get help when something goes wrong.

For now, the old-school options are still there if chat isn’t working: dial 611 from a T-Mobile line or call 1-800-937-8997, with phone support available from 4 a.m. to 9 p.m. Pacific Time. Just don’t expect it to necessarily be faster.

Source: PhoneArena