T-Mobile's forced plan migration cancels free lines for loyal customers

T-Mobile is facing backlash after its forced migration of customers to new rate plans resulted in the cancellation of free-line promotions for some long-time subscribers. The company acknowledged the problem, calling it a technical error that it is working to fix. Affected customers reported seeing their monthly bills increase by $200 or more, as free lines that had been accumulated over years were not carried over to the new plans. In addition to free lines, some customers reported being billed for extra hotspot data add-ons costing up to $15 per month.

T-Mobile has stated that it will restore the discounts, backdate them where needed, and reprocess accounts to ensure customers receive the benefits they were promised. However, some users reported that customer support was initially unable to restore the lost free lines, offering only one year of credit as compensation. The forced migration, which moves customers from older plans to new ones like Experience Signature, has also caused confusion around Hulu billing. T-Mobile apologised for the issues and said it is investigating. The incident has eroded trust among long-time customers, especially since the company ended its lifetime price guarantee in 2024.