T-Mobile losing more lucrative subscribers
T-Mobile continues to struggle to keep valuable customers, losing more than a half-million of its long-term subscribers in the three months ending in June, the company reported Thursday.
(Curtis Compton, ccompton@ajc.com)
Competition from Verizon, AT&T and Sprint for long-term subscribers and rivalry from smaller competitors for prepaid mobile customers continue to put T-Mobile in a bind when it comes to growing its most lucrative customer base – those signing up for long-term contracts, who also tend to have the highest monthly bills
T-Mobile, the country’s No. 4 cellphone company, said it lost 557,000 contract customers during the period but the loss was offset by gains in prepaid and wholesale customers, leaving it with a net loss of 205,000 customers overall. In the same period a year ago, T-Mobile lost 50,000 customers.
While T-Mobile’s top three competitors increased revenue from monthly fees for contract service, T-Mobile saw a 9 percent drop from the same period a year ago.
T-Mobile, however, reported its customer turnover rate fell during the quarter. The company managed to report a nearly flat second-quarter profit of $207 million, compared with $212 million in the same period a year ago. Revenue fell 3 percent to $4.9 billion.
U.S. regulators last year blocked AT&T’s buyout of T-Mobile, which is a subsidiary of Germany’s Deutsche Telekom AG.
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57 comments Add your comment
Devil's Advocate
August 9th, 2012
2:05 pm
Yep.
K-Ster
August 9th, 2012
2:07 pm
I’ve been a T-Mobile customer for about 8 or 9 years now. My 2-year contract term ended last month and I’m not sure I’ll stay. T-Mobile’s prices are the best, but geeze they lack in market inclusion with devises!
peanut gallery
August 9th, 2012
2:08 pm
Crappy service area.
No iPhone.
You can forward me the millions of dollars due to the corporate chumps at T-Mobile.
Doesn’t take a genius to figure out what the problem is.
jody
August 9th, 2012
2:11 pm
T-Mobile’s customer service stinks! I have been a faithful T-mobile customer for about 12 years, but plan to leave as soon as my last contract is up- this upcoming year. They are somewhat deceptive in their sales tactics when renewing contracts.
Alphare
August 9th, 2012
2:12 pm
T-Mobile got greedy when they announced the merger with AT&T. They increased fees for everything and acted like they are part of AT&T already.
Kaye
August 9th, 2012
2:13 pm
My problem with T-Mobile is service availibility. As soon as I walk into my office building, no service for 9 hours of the day. When I visit family in South GA, no service. It’s gotten to the point that I use a prepaid AT&T phone as a backup in case of emergencies. When my contract is up in a couple of months, I will be moving on to a different provider.
Pamela
August 9th, 2012
2:16 pm
TMobile is unreliable and Sprint is horrible! Verizon Wireless is the best company out there.
Dave
August 9th, 2012
2:17 pm
I’ve been with T-Mobile for a little over five years and will be leaving when the next iPhone comes out. T-Mobile’s coverage, or lack thereof, when traveling, and a buggy Android/HTC device that hasn’t been updated since I bought it, have made me decide to move on. I’m tired of finger pointing among the carrier, the manufacturer and the OS provider. Time to try a walled garden approach to communication.
T-mobiler
August 9th, 2012
2:24 pm
Switched to T-Mobile a few years ago from Sprint when Sprint’s customer service was DEPLORABLE. I have not had an issue with T-Mobile CS. I the issue I have is coverage, and T-Mobile is the only carrier without the iPhone. Yes, you can jailbreak an iPhone but you will have to do it again when the updates come through. Once my contract is up I will be switching to Verizon or Sprint.
Kimmy
August 9th, 2012
2:34 pm
I went from powertel was purchased by voicestream who was purchased by tmobile. I have been with Tmobile for 15 total. They have had the best prices (to me), but I wish they did better on phone selection and loyalty discounts. I seriously considered leaving when then refused to carry the iphone, but I am satisfied with my android.
T-Mobiler Here Too
August 9th, 2012
2:34 pm
Yep. I will be leaving them too when my contracts are up and I’ve been with them since 2000….and to upgrade to the S4, they wanted $300+ dollars per phone x 2 plus the fees. No thank you…l
Ryan
August 9th, 2012
2:35 pm
I had t-mobile for 9 years but had to switch due to the lack of top tier phones. T Mobile Service was better that my current carrier (AT&T), but I love my iphone.
lisa
August 9th, 2012
2:36 pm
Wow! We all sound the same! Dissapointed customers! I was just thinking this morning how T Mobile has a short life left. Contracts up next month definitely not staying. Would of if they had better service, and I Phone. No service at daughters college dorm for summer intensive, no service in GA mountains, no service on a few roads in Kennesaw! Looks like Verizon to us (maybe).
C is for Chanel
August 9th, 2012
2:38 pm
They are wayyyyy to high $230.00 for 2 lines monthly , I think not . and I used to actually like customer service but you can’t understand what they are saying b/c of the accents ? I’m so happy now saving $130.00 Prepaid
Hot Summer
August 9th, 2012
2:40 pm
Go with ting.com No contracts and they have the latest Android device — the Galaxy S3. They use the Sprint network and are quite good. Folks paying $100 per month, locked into 2 yr contracts and blinded by annual subsidized toy upgrades are chumps. Yes, you pay full price for the device at Ting, but you’ll make it up in 6-8 months. Wake up !
ReadyToLeaveTMO
August 9th, 2012
2:41 pm
I’m a customer and I’m ready to leave.. the service is unreliable and typically don’t work in rural areas.. I visit rural areas in GA all the time and I NEVER have an issue with my Verizon work phone… but TMO.. BOOOOO… Not to mention the phones suck.. My phone just cuts off… all on it’s own… at any time of the day… as expensive as this crappy service and crappy phones clearly it makes sense to leave.. I pay for 5 lines and I HATE the service..
ReadyToLeaveTMO
August 9th, 2012
2:43 pm
oh… I highlighted rural areas but the truth is.. most areas PERIOD… TMO SUCKS
ClydeFrog
August 9th, 2012
2:47 pm
I was with T-mobile for the first 8 years I had a cell phone. I kept emailing them that their phone selection lagged badly and they never did anything about it. Finally I got tired of it and dropped them for Sprint. When I left they screwed me (charged me a fee to leave even though I wasn’t under contract) so now I’ll never ever consider them again no matter what phones they have.
Honestly, I’ve been pretty happy with Sprint. Their coverage is adequate, not great, but their prices are better than T-Mobile, AT&T, or Verizon and they still have unlimited data plans. My contract is up, I’m waiting to see how their new LTE service stacks up to decide if I’ll stay with them. Their 4G service under Wi-Max stunk to high Heaven.
Roger
August 9th, 2012
2:47 pm
I had T-Mobile for years, didn’ t love the service but loved the price. The problem w/ them is their phones stink and customer service is awful. They lost me forever a few years ago, I hope they go under.
Good-bye
August 9th, 2012
2:49 pm
I left T-Mobile after a being a loyal customer since they were VoiceStream, but I was paying $180 a month for one android phone and one regular phone. I wanted to switch my husband’s line to an android phone and that is when they were offering 2 lines for
$100 for smart phones. They told me that because the contract on his line was up and the contract on my line was not up as of yet I would have to pay a $150 migration fee. No matter who I talked to, they would not budge, then they switched my due date on my line without notice and billed me late fees. I left them in January for prepaid, currently with Simple Mobile and I can still use my T-Mobile HTC phone with Simple Mobile and I only pay $40 per month for unlimited Talk/Text/Web. T-Mobile needs to focus on retaining loyal customers instead of being greedy! Their customer service was awesome until they annouced that failed merger with AT&T.
TMOBILE SUCKS End of Story
August 9th, 2012
2:50 pm
Tmobile’s contracts are the worst…they give you one contract and then they tell you all of a sudden your not on the same contract anymore. Check this out….I was on their warranty plan that should cover a lost or stolen phone paying $7.99 and know full well their employee told me that I would be covered in this if the phone was lost that I can get a replacement at no cost because I was paying the deductible every month. Well more than 12 months of paying into that crap warranty and I lost my phone two months ago…well guess what they told me they wouldn’t replace the phone that was stolen. I told em to go jump in a lake. That’s fraud and unforgivable. Worst Company around.
Billy
August 9th, 2012
2:51 pm
I had a Verizon phone, was on roam in my area. They, they sent me a notice, said change phone or we drop your service. Got a tracfone. Long distance is same rate as local, can buy a phone card for $20, (used to be $10), which will last ninety days for me. Since my phone is a conveniece phone and for emergencies, not hanging on my ear every waking hour of the day, it works for me. Not really a big tracfone booster, but it’s cheap, it works, and there’s no contract. If you talk all day long, this may not be right for you, but for us who only talk a few minutes a day, it’s the best way to go…
lkjlkj
August 9th, 2012
2:56 pm
I’m dating a woman who lives by Grant Park, & she has no service at home! Unreal to have no coverage in a relatively densely-populated part of Atlanta…
Jane
August 9th, 2012
3:04 pm
Verizon has gotten to be very greedy. I’ve been fighting with them for the last 3 months about my bill. All of these providers are greedy. What sets them apart is the coverage area. Their fees and service suck.
LL316
August 9th, 2012
3:04 pm
I have been a T-Mobile customer for at least 7 years and I am not going anywhere. The customer service and reasonable prices keep me right where I am. Sure, there a few issues with not being able to use my phone occassionally in big buildings, but those instances for me are rare. If I want an i-phone, I know it is as simple as buying one and getting someone to unlock it for a few dollars. T-Mobile has gotten better through the years as far as service, but their customer service makes me want to stay. ATT and those other guys had me wanting to jump through the phone and choke thier customer service reps. I have always had a pleasant experience with Tmobile, and I am not going anywhere.
Nomorecontract
August 9th, 2012
3:07 pm
Want a contract? Be prepared to pay big bucks just for the contract! You then pay extra for every service you add. You can use most phones that require a sim card on StraightTalk. Their unlimited everything plan is $45 a month. My daughter just transfered an AT&T Iphone to it, and loves it!
Alphare
August 9th, 2012
3:18 pm
I’ve seen so many people addicted to phones. Some people cannot live without a I-Phone.
Speaking of priority? If a phone or I-Phone is your life priority, you definitely understand why some people would addict to drugs or alcohol.
Goodbye
August 9th, 2012
3:18 pm
I will be leaving T-Mobile when my contract expires. Terrible customer service because the work is performed in another country.
Alphare
August 9th, 2012
3:21 pm
Thank you for asking, I only have a prepaid phone, 10c a minute. I don’t stay on phone for long, because I always have too much to do.
ExNuYawker
August 9th, 2012
3:23 pm
I have been a faithful T Mobile customer dating back to when they were Powertel, so probably around 12 or 13 years now. I love their Android Samsung phones. The iPhone is a piece of junk in my opinion. My rates are great for the 4 lines I have and since I travel to major metro areas, the service has been flawless. Even when traveling in rural areas on the interstate, I have had no issues. I work on the 16 floor of an office building in Vinings and I get full bars 4G service. I will remain with T Mobile.
Prez Obozo
August 9th, 2012
3:35 pm
I was with ATT for years. Crappy service in south Ga, numerous dead spots in the metro area. Eight months ago I got a straight talk phone & service which piggy backs of Verizon. MUCH better coverage. Only thing lacking is full Internet.
Pre-paid Bait and Switch
August 9th, 2012
4:03 pm
I live in a bottom level apartment and after much searching found that only T-Mobile has true wi-fi calling technology. Also, Clark Howard broadcasted the deal between Walmart and T-Mobile. However, when I signed up with T-Mobile and chose my plan, then tried to enter the Walmart Pre-paid plan it only added dollars to my account. T-Mobile now said that I had to enter the Walmart Pre-paid plan the very first thing that I did. Now, they can’t go back and give the the Walmart Deal – Bait and switch, unethical and greedy.
ACOOP
August 9th, 2012
4:15 pm
I CAN NOT WAIT UNTIL MY CONTRACT IS OVER WITH THEM, HAD THE WORST EXPERIENCE WITH THEM LAST MONTH AND I HAVE BEEN A CUSTOMER SINCE 2004. THEIR PHONES SUCKS AND THEIR SERVICE SUCKS! ALL IN ALL THEY SUCK AS A COMPANY!
Melaine
August 9th, 2012
4:27 pm
I have TMobile and am very happy with my service and have been for about 6 years. I have four phones and my bill is $216 a month with unlimited data and text. The customer service has been wonderful until one incident lately. I will be staying unless they totally screw up or allow third party billing to steal from my account. After reading the posted complaints, maybe after having Nextell (really bad coverage) and ATT&T (crappy service and really high costs) for years I am just too easy to please. My coverage has been great except for in tall and close buildings in the city. I’ll be sticking
honkey
August 9th, 2012
4:30 pm
The biggest problem I have with T-mobile is phones. They don’t have any good phones to sell. Customer service is better that ATT for sure. Don’t know about Verizon, have not tried them yet. I am not impressed with T-mobile’s internet usage. I had dial up that worked better.
T-mobile (not for me)
August 9th, 2012
4:34 pm
I had tmobile service for several years. My dad lived four hours away from me; however, one day I was on vacation and only 1 and 1/2 hours away from my dad when he went into the hospital. I did not have coverage in the condos and my family could not reach me when my dad went into the hospital. I dropped Tmobile the same day that I returned to Atlanta.
Switcheroo
August 9th, 2012
4:39 pm
T-Mobile was great early on but I pretty much agree with everyone before this. AT+T has faster speeds on data than Verizon and has rollover minutes.
Or if you’re looking to save mega bucks, Metro PCS is great – especially if you mainly just talk and text.
RB
August 9th, 2012
4:40 pm
I agree with many others been a customer with TM since 01, everything was great. Recently I had an issue with my bill, in the past I was taken care of and issue resolved etc etc. When they took the CS operations overseas the quality has dropped 90%. If I am going to be paying this much for service I’m switching to the IPhone…I’m not taking this personal this is business.
Steven Freeman
August 9th, 2012
4:42 pm
Plus, they hate children. They are trying to build cell towers on elementary school playgrounds all over Dekalb County.
puntthemarxist
August 9th, 2012
4:49 pm
If you must have an iPhone, then yes, TMO is not for you. As a Droid user, I’ve been very happy as I pay $75 per month for unlimited everything. Can’t beat the price and no probs with customer service or coverage area…unlike ATT when I couldn’t get cell reception in my house in ATL city limits.
Ashley
August 9th, 2012
4:50 pm
I went from Tmobile to Straight talk and LOVE it. It’s “pre paid” so there is no contract. I pay 45 dollars a month for unlimited talk, text and web. They work off of Verizon towers so I get great coverage! They have a good selection of phones too! Don’t see myself getting into another contract any time soon.
required name
August 9th, 2012
4:50 pm
I had t-mobile and the service was bad, customer service was the worse, and they kept goin up on my monthly bill! I switchd to AT&T got an IPHONE for 99 cent, and I am very happy!
jesse
August 9th, 2012
4:52 pm
Wow, it’s amazing how everyone here wants Tmobile to fail and go under. You do know this is peoples jobs you’re talking about. God forbid one of you may experience losing your incomeand able to provide for your families. Why not hope TMobile improves .
woodrow
August 9th, 2012
5:00 pm
The AT&T merger should have been allowed to happen. All these T-Mobile customers are going to lose service over time. Blocking this merger will be bad for everyone. And it will ultimately raise costs across the industry.
RainMaker
August 9th, 2012
5:07 pm
Jesse T-Mobile moved most technical and customer service to India years ago. That is right TMobile laid off people many of whom work near the Ravinia. I cut T Mobile in June. I had no service at home, my work or or at my wifes office. If you have that issue they will let you out of the contract.
Customer is funny with the Indian accent and that say there name is Bob. The Feds are the reason T-Mobile will fail and from looking at their stock, I predict backrupcy by Christmas.
Verizon really kicks all other providers in ATL!
Katz P. Ajamas
August 9th, 2012
5:31 pm
you can use iphone on t-mobile. just buy a NEW unblocked i phone from best buy or walmart on line and stick your t-mobile sim in it
Judge Smails
August 9th, 2012
5:56 pm
Good riddance to them. I was with them for 6 years and moved into a new house, lost service completely! Had to go outside to get a signal.
It was like Mr. Douglas on Green Acres, except I didn’t have to climb the telephone pole!
A. S. Mathew
August 9th, 2012
10:31 pm
I was with T-Mobile for a very long time, the service was good. At times, I have felt some poor service like every other company. There was a charge in the phone bill for some other service (stock company notification) and when I tried to solve the problem, the girl from some other part of the world in southeast Asia gave me far greater headache. I didn’t understand anything what she was telling, however the problem was finally solved. This is a great problem with the telephone companies-credit card companies etc that the outsourcing jobs in far off places to save money, and even solving some minor problem will lead to major confusion.
S
August 10th, 2012
8:38 am
While T-Mobile does not offer the i-Phone, it will work on their network. While expensive to purchase, you can now buy an unlocked i-Phone directly from Apple and it will work on T-Mobile’s network. Nationwide, T-Mobile is rated number 2 in most markets (number 1 in some) behind Verizon for service, customer service, call quality, reliability, etc. for significantly lower cost. Plus, the T-Mobile girl is HOT!
NoTM
August 10th, 2012
10:19 am
I cancelled TM last year—service sucks. Went with verizon—much better (not great).