T-Mobile bungled forced plan migration, canceling some users' free lines
Summary
T-Mobile made a technical mistake while moving some customers to new phone plans, resulting in the loss of free phone lines that many longtime users had. The company said it is aware of the errors and is working quickly to fix the problem and restore any lost discounts.Key Facts
- T-Mobile forced many customers to switch from older plans to new rate plans.
- Some customers lost free phone lines they had earned through previous promotions during this switch.
- Losing these free lines caused some bills to rise sharply, sometimes by hundreds of dollars.
- T-Mobile admitted the problem was due to a technical error in applying promotional discounts.
- The company is fixing the issue by restoring discounts and backdating them where needed.
- Other billing problems, such as incorrect charges for Hulu, are also being investigated.
- T-Mobile promised customers would keep their benefits and said improvements would come with the new plans.
- Free lines were originally offered as promotions for longtime customers with multiple paid lines.
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