Overview:
Presence News investigates the performance of T-Mobile based on direct feedback from readers across multiple states. While the carrier earns points for innovation and small business support — including dual-number phone plans and GPS fleet integration — serious concerns remain. From unreliable coverage in Connecticut, South Carolina, and Florida, to dropped calls and long customer service delays, users share their real-world frustrations. This review highlights both the promise and the pitfalls of T-Mobile’s current service offering.
As mobile carriers race to stand out in a saturated market, T-Mobile has leaned heavily into innovation, business offerings, and customer perks to build a name for itself. But some Presence News readers say that beneath the pink branding and flashy tech, basic coverage and reliability are still an issue — particularly across key parts of the East Coast.
Coverage Complaints in Multiple States
A growing number of readers have reported inaccurate coverage maps, particularly in Connecticut, Florida, and South Carolina. Despite the promise of nationwide 5G, entire towns like Litchfield, CT appear to be without meaningful signal — a frustrating reality that contradicts T-Mobile’s online coverage tools.
On the highway, issues persist as well. One reader detailed a drop zone on I-84 in the Brewster, NY area, where calls consistently fail. Presence News contacted T-Mobile representative Pedro, who requested exact mile markers to escalate the issue to the tech team. While we provided that information, the problem remains unresolved more than four months later.
Call Drops, Customer Service, and Connectivity
Beyond dead zones, readers have experienced spotty morning connectivity, with devices losing signal entirely upon waking. One user had to find Wi-Fi just to contact support, who then spent nearly an hour troubleshooting. The fix — a network reset — worked, but also erased saved data like Wi-Fi passwords, adding another layer of frustration.
Several readers also report dropped Zoom calls, even while on strong Wi-Fi connections at public places like Starbucks. According to users, an incoming phone call can override or disrupt the Zoom session. This can be especially disruptive for professionals attending virtual job interviews or remote meetings on the go.
Additionally, users report that call handoffs between towers while driving often result in dropped calls — a common issue with many carriers, but still disappointing from a provider claiming national 5G superiority.
Where T-Mobile Excels
Despite these pain points, T-Mobile appears committed to modernizing the wireless experience, especially for small businesses. Their dual-number support on a single phone is a standout feature, giving entrepreneurs flexibility without the hassle of multiple devices.
The company also made a strong impression at Build EXPO 2025 in NYC, where it was the only major carrier present. There, T-Mobile showcased a GPS-based fleet routing solution, reflecting a real investment in infrastructure tools for small and mid-sized businesses.
On the pricing side, T-Mobile earns praise for transparent billing — no random price hikes or unexplained fees, a relief compared to competitor Verizon, which several users describe as resting on its legacy market share while quietly increasing rates over time.
“T-Mobile seems like they’re at least trying,” one small business owner told Presence News. “Verizon just expects you to stay loyal because you’ve been with them forever.”
The Bottom Line
T-Mobile is clearly pushing boundaries — offering unique features and innovative partnerships that many competitors aren’t matching. But for all the tech flair, some customers are still facing basic reliability issues, especially in rural or suburban zones.
If T-Mobile can address these persistent service gaps — starting with the long-standing drop zone on I-84 in New York and areas like Litchfield, CT — it could become a serious leader for both consumers and businesses looking for affordable, forward-thinking wireless service.
Until then, users may find themselves weighing T-Mobile’s ambition against its actual coverage — and wondering when both will finally align.
