Your options for compensation

Metro 5G Slower than Promised

Did your phone provider lie about 5G speeds and access? You may be able to claim compensation, and our team can help you.

Is your Metro 5G slower than promised? If so, there are things you can do to get compensation.

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What is 5G?

5G is the fifth generation of mobile networks around the globe, the latest version that is designed to prepare your devices for future online needs such as the heavy data demands of virtual reality or hefty streaming. It is allegedly a much faster form of coverage that provides service in areas that were previously untouched, and has low latency with better connectivity across multiple devices.

When did Metro by T-Mobile start offering 5G? 

They became the first prepaid phone provider to offer 5G in 2019.

How much does 5G cost with Metro?

Metro by T-Mobile prices start at $30 per month not including a phone.

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You can bring your own phone if you already have one or you can purchase a new phone through Metro by T-Mobile. Other plans they give you access to a free Samsung Galaxy start at 

  • $40 per month per line with 10 gigabytes of high-speed, 
  • $50 per month for unlimited high-speed and Hotspot data, and 
  • $60 per month for all of that plus Amazon Prime

What Metro promised

Metro by T-Mobile has made a handful of promises regarding the 5G Network and similarly made promises about the benefits customers would receive after making the switch.

What did Metro by T-Mobile say 5G should provide? 

Metro by T-Mobile has made many of the same lofty promises as other T-Mobile customers have heard, such as: 

  • Metro by T-Mobile will “build American’s largest 5G network” and that 
  • The 5G network will have “more towers, more engineers, and more coverage” than 5G networks of competitors, or that 
  • They “will deliver unprecedented reach…” 

Customers have been led to believe that as a direct result of all of these claims, they can capitalize on deals offered for new 5G service and devices and directly receive access to the largest network with the widest coverage area across America.

What are some of the deals Metro by T-Mobile offered for new 5G service and devices?

Metro by T-Mobile has prepaid plans and it stipulates on their homepage that all Metro plans include access to the 5G Network at no extra cost. Customers have access to the same types of deals for trading in certain devices via the parent company like trading in an existing Apple iPhone 11 in exchange for an iPhone 12 that can handle the 5G Network or upgrading any other version of a smartphone in exchange for a Samsung Galaxy A32 5G.

How does Metro by T-Mobile really rank in terms of 5G?

Not great. 

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Problems with “deals”

Firstly, the “deals” Metro by T-Mobile offers are not really deals in so far as while you might have the upgrade to 5G automatically; if you live in an area that doesn’t have a 5G network from T-Mobile, there is nothing Metro by T-Mobile can do to change that. 

Moreover, no matter which type of prepaid device plan you choose, you will still need to purchase a new phone that can handle the 5G network. 

If you do take advantage of the upgrade opportunities that change at any given time, you will still have to pay extra fees on that “free” upgraded phone and be on the hook for $300 in cost for the new phone that are spread out across the new two-year contract you are required to sign.

One customer complained to the BBB that they took advantage of some of the “deals” offered when they switched carriers, explaining, “an employee told me of an offer – buy an iPhone 11, get the another one for free as long 2 lines were being activated with those two phones – which they were. I was transferring 4 lines…and the employee said the phones counted for 2 of those 4 lines. On November 9, I took advantage of yet another offer: trade-in an eligible iPhone and get an iPhone 12 (or 12 mini in my case) free – for new accounts activating 2+ lines (which again, I was).”

The customer went on to explain months of billing problems, accounts being closed, and fraudulent activity which, as they explained has manifested poorly: “I now have a bill of $1700+ due January 27. I am not willing to pay that much in one go for a lack of phone service, lack of customer service, and for lack of proper communication. The terms of the offers state: “If **you** cancel wireless service, credits may stop & remaining balance on required finance agreements may be due. “I haven’t cancelled anything. My lines and service were cancelled by T-Mobile themselves without proper procedure. I don’t want the phones if I’m going to get charged that much for doing nothing wrong. 

Misleading advertisements 

In fact, the BBB has found the recent T-Mobile 5G advertisements to be misleading. The National Advertising Division of the Better Business Bureau has recently issued a statement that the parent company, T-Mobile, needs to modify its existing advertisements because they mislead customers into believing that the aforementioned claims or promises about the Metro by T Mobile 5G Network will be available immediately when in reality they won’t. T-Mobile has stated that they will comply with these regulations but only time will tell, and later compliance does nothing to help customers who have already been misled.

Sound familiar?

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FairShake customers have had problems with misleading advertising and customer service in relation to their 5G services as well. One customer explained:

Metro PCs has mislead me in several ways as well as poor customer service several times. Point 1 advertise call forwarding, call ‘details’ account history and find my device features. I have added these services and have tried several times to use them only to be disappointed and mislead call details only offer the detail of 123 and time and duration other call detail will be my number showing up as an outgoing call made time and duration. The number who calls me or who I call do not appear as it is stated from metro pcs. I have 2 phones on my account I own both on the find my device feature it only provides my main number not all devices on my account as it has been offered by metro PCs. Call forwarding offered by metro PCs also misleads you to believe you can forward your list phone to your other number so you don’t miss important calls but this is false and misleading….when I called into customer service I was rudely told there’s nothing for me to recover they won’t help but others had been compensated for similar situations I asked to speak to supervisor and was met with anger and disrespectful words and hung up on. I have been with metro this time a little over 2 years and before that was 1 year gap of being {{address hidden}} years. So my loyalty was met with no appreciation. No compassion.”

Coverage Problems with 5G

Availability is another problem with Metro by T-Mobile. Metro by T-Mobile has decent network coverage in dense areas, mainly heavily populated cities but if you live outside a major city, you will find their availability is much less than what competitors offer like AT&T or Verizon. There are plenty of places across the United States where Metro by T-Mobile customers simply won’t get any coverage let alone 5G.

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Below is the coverage map for T-Mobile:

T-Mobile Map of 5G Service

As one FairShake customer explained, problems with bad service can beget additional customer service, network quality, and billing problems: 

I contacted metro by T-Mobile about a year ago stating that I was having issues with my services since moving to my new place they looked into things an reassured me nothing was wrong I reached out to them again several months later asking if I lived in a no coverage area and if that’s the case they should be honest instead of taking my money thy again reassured me that the service was fine so I finally reached out to metro by T-Mobile through social media where a rep there told me it was his responsibility to be honest and inform me that I lived in a low coverage area upon finding out I contacted metro by T-Mobile and they finally admitted that I lived in a low coverage area only after I read to them What the rep told me on social media they then put me on hold and came back offering a credit which I refused for a year they sold me a product they couldn’t produce they lied to keep my services I’ve paid out 1,320$ for the last year that I been complaining I’ve missed out on text and phone calls because my phone goes without service out of nowhere I been led on by a multibillion dollar corporation that felt like thy had to lie to continue taking my money.”

What you can do if your 5G is slower than promised

It’s possible that you can get compensation from Metro by T-Mobile if your 5G service or device is not what was promised to you when you purchased it. Let our expert team help you submit a claim and win. Tell us what happened below.

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