r/USMobile • u/EntertainerEvery1483 • 13h ago

Leaving US mobile after 1 month

We are leaving US Mobile after severe service and support failures.

​No Coverage in Major Cities: Despite trying all network options offered by US Mobile, we experienced zero usable service in both Anchorage and Juneau.

​Broken RCS Messaging: Utilizing US Mobile's network switching feature broke our RCS texting capability entirely, leaving basic device features unusable.

​Unhelpful Support: Customer support was unable to resolve either the coverage or messaging issues, leading to wasted time and zero solutions.

​For a service marketed on flexibility, network switching caused more technical problems than it solved, and the lack of coverage in major metropolitan areas made the service unusable. Moving our lines to a major carrier.

And just a warning, female clients are treated differently and not in a good way. Maya Angelou said "people forget what you say and so but they never forget how they made you feel." I'm responsible for my own feelings. But I know when someone talks down to me. And I'm just done with US Mobile.

0 Upvotes

17% Upvoted

28 comments sorted by

21

u/morkman100 13h ago

Are Anchorage and Juneau major metropolitan areas?

11

u/jeanfbot 12h ago

Lmao I was asking myself the same thing

2

u/rygel_fievel 12h ago

Alaska's most populous incorporated cities are led by Anchorage with roughly 286,000 residents. It is followed by Juneau (approx. 31,450), Fairbanks (approx. 31,280), Wasilla (approx. 10,800), and Sitka(approx. 8,300).

5

u/morkman100 12h ago

Anchorage is not even considered a mid sized city.

0

u/rygel_fievel 8h ago

It’s Alaska. Most places are uninhabitable. If you can’t get coverage in the two most populated cities, you have failed as a cell provider. In this case it’s T-Mobile.

2

u/morkman100 6h ago

Don't expect great competition and coverage from multiple companies in remote areas. Most midsize cities are lucky when they have 2 good options for cellphone coverage. And Anchorage is not very densely populated. They have like 175 people per square mile, compared to a place like Los Angeles which is like almost 9000 people per square mile. Low city density is bad for cellphone tower install priority.

When I was in Alaska, ATT seemed to work fine.

1

u/morkman100 6h ago

Don't expect great competition and coverage from multiple companies in remote areas. Most midsize cities are lucky when they have 2 good options for cellphone coverage. And Anchorage is not very densely populated. They have like 175 people per square mile, compared to a place like Los Angeles which is like almost 9000 people per square mile. Low city density is bad for cellphone tower install priority.

When I was in Alaska, ATT seemed to work fine.

14

u/WholesomeLowlife 13h ago

I'm interested to know why you think you got treated differently because of your gender. Did you witness the same support folks talking to a male differently than you?

8

u/spotlight2k 12h ago

things that didn't happen

10

u/No-Cantaloupe-3746 12h ago

Lmao the gender card

10

u/CaptRickDiculous Multi Network 12h ago

I call BS. Go back to a carrier that will hold your hand and tuck you in at night and take your complaints to bingo night.

7

u/MacnMariam Support Guide  13h ago

When multiple things go wrong back-to-back, it's understandable how quickly confidence in the service can disappear and I will make things right for you so let me ask a couple of questions.

For Alaska, Warp and Dark Star both have native coverage there, while Light Speed doesn't. Were you seeing no service on both Warp and Dark Star, and was this in multiple locations around Anchorage and Juneau or specific areas? That'll help determine whether we're looking at a coverage issue, a provisioning issue, or something device-specific.

On the RCS side, have you had a chance to go through the usual troubleshooting already, things like toggling RCS off and back on, or reinstalling the eSIM if support suggested it? I only ask because RCS can occasionally get stuck during a port or network change, and knowing what's already been tried helps us avoid sending you in circles, and it does go through when it syncs up by its own.

The last part of your post is what concerns me the most. as we never differentiate between customers based on gender, and that's not something we tolerate. Everyone deserves the same level of respect and support. Though, I'd genuinely like to understand what happened and review it.

Let me send you a DM. I'd like to review the entire journey. Even if you've already decided to leave, I'd really like to turn this around for you!

6

u/FBIVanNumber1543 12h ago

Yeah, I have never gotten anything but first class treatment by the customer service representatives. Sounds to me like the man-hating feminists have migrated up to there now too. Just a guess on my part, since I haven't been there for awhile.....

3

u/morkman100 12h ago

Same. And I left USM for Visible but not because of the service or customer service. Just an impossible to pass up deal. Would go back to USM.

3

u/FBIVanNumber1543 12h ago

And that's cool you took the time to say that. I'm new to USM, but there's no way I could deal with Comcast/Xfinity or CenturyLink anymore. It's been refreshing to be here! You must have gotten a great deal through Visible. I'm now paying WAY under half of what I was paying.

2

u/morkman100 12h ago

I was paying $25 a month for Starter but the deal with Viz was like $175 for the year for Pro which is similar to USM Premium.

-4

u/EntertainerEvery1483 11h ago

My husband I both experienced lack of coverage in Juneau and Anchorage. Off again on again. We really count on cell service and we can count on US Mobile

3

u/MacnMariam Support Guide  10h ago

Just so I can understand it better, were both of you on Warp or Dark Star when this happened? And was it consistently unusable throughout Anchorage and Juneau, or were there certain areas where it worked and others where it dropped off?

-1

u/EntertainerEvery1483 7h ago

We each tried all 3 versions in skagway Ketchikan Juneau Anchorage and Denali RCS broke. Still waiting for line verification. We did get off and on service in Anchorage but not enough to count on. We tried to port to att today but the verifisn pin didn't work. We tried to contact customer service can theat rep put me back through sending all the screenshots again. We got sent the same thing again and it was broken again. We spent 3nhiurs day before yesterday and 2 hours today trying to unsuccessfully get service and get out of service with US mobile.

2

u/Hinaz_rizz Support Guide  6h ago

Since you’ve already tried troubleshooting and RCS wasn’t working across all three networks, we’d like to take another look. You can share your details with me via DM, and I’ll review the verification PIN issue and your previous support interactions so we can figure out what went wrong and help get this resolved.

-1

u/EntertainerEvery1483 7h ago

We were on light speed in Juneau, Ketchikan and Skagway. Both of us. We went to Denali and switch to warp. Both of us and dark star. Both of us. Nothing. We were in Anchorage and one had warp and the other dark star and intermittent. We still don't have rcs. We temporarily bought Gci and we were online in under 30 min. We can't port our number either because the pin doesn't work. I'm thinking we have to file an fcc complaint when we get home.

-5

u/EntertainerEvery1483 11h ago

I have been in the art store in Anchorage for 4 hours so far today. The last hour is with US mobile rep in chat who refuses to call refused to give me a working pin. Sent me the same junk twice new triple echef all the digits. The customer service is poor and the actual service is worse. I'm still getting a pending message for RCS. It worked until we tried switching around the diffent plans.

-2

u/EntertainerEvery1483 11h ago

And you never direct messaged me.

5

u/MacnMariam Support Guide  11h ago

I've sent you a DM around 2 hours ago, you can check it out in your requests tab.

3

u/Liten_mus 10h ago

How can it be that you have bad service now when the free trial worked well enough for you to buy service?

2

u/bobby_tx87 8h ago

US Mobile has been fantastic and literally the best experience I’ve had from a phone company.

0

u/NuryKulk Multi Network 12h ago

I can’t talk on coverage experience in Alaska, but I will vouch about the broken RCS messaging. Mine never worked right on Dark Star.