T-Mobile retires legacy plans, prompting price hikes and customer backlash

There were rumblings this weekend that T-Mobile was gearing up for something big, with employees being called in to work on planned days off this week.

The early news was that T-Mobile was about to launch a plan to better compete with Verizon, but now there’s word that instead the effort is centered around moving customers off legacy plans to “modern” plans.

T-Mobile gave details in a statement to Android Police:

“We’re retiring our oldest plans, some of which were built nearly 15 years ago – in the 3G and 4G eras, and well before our 5G network was fully deployed. Customers will transition to modern plans that provide access to America’s best wireless technology, enhanced features and a 5-year price guarantee for peace of mind. Some customers will see no change to their monthly bill, while some will see a modest adjustment. Every customer moved to a new plan will keep their current benefits while gaining improvements in network and service experiences.”

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Pricing and feature changes start soon

T-Mobile told AP that the average adjustment that customers will see is $4 per line. Those changes will show up in the next billing cycle that begins mid-July.

Those on the new plans will retain the features on their current plans and also receive enhanced device offers, streaming services, improved international roaming and travel perks, according to T-Mobile. The company also said that those on the new plans will receive T-Mobile’s five-year price guarantee on monthly charges for talk, text, and 5G data.

Outcry from customers

T-Mobile customers took to Reddit to vent about the changes to plans.

Some felt that recent offers, like essentially free Google Pixel 10s for “loyal” customers were a way to appease people ahead of time and lock them into contracts before the announcement.

T-Mobile’s move came as a surprise in particular because many believed that the company was gearing up to announce a plan to compete with Verizon’s new, cost-effective Simplicity plan and its cashback plan for longtime customers.

While the ire exploded online, many people expressed sympathy for the representatives who will directly face customers’ angry responses to the decision. And, indeed, some on Reddit who say they are in those positions were asking for kindness to customer care agents.

As one said, “IF YOU HAVE COMPLAINTS OR ISSUES CONTACT THE CEO on twitter or via customer relations. DO NOT CALL SCREAMING AT US PLEASE.”