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Sprint and T-Mobile merger FAQs

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Community Manager

What's up Community!!  As we navigate through this merger many of you have been hitting me up on Twitter questions asking how will you be affected.  First, thank you for your patience because quite frankly I do not know the answers to some of your questions.  Rest assured what I don't know, I send up the chain to get an answer.  With that said, here is what I do know.  Below is an FAQ that will be updated as more information comes in.  

 

What can I look forward to as a new T-Mobile customer?

The new T-Mobile is here and it’s going to be amazing.

  • T-Mobile customers should expect everything the Un-carrier has ALWAYS stood for: treating customers right, not changing plans, and aggressive pricing.
  • With 14 times more total capacity in the next six years than T-Mobile would have had alone, customers won’t have to choose between great service or low prices—they’ll get both. The new T-Mobile is committed to offering free 5G access and the best rate plans at low prices, now and in the future, so all customers can reap the benefits of a supercharged Un-Carrier network at a great value. And the new T-Mobile has committed to delivering the same or better rate plans for at least three years—that includes access to 5G, even for prepaid and Lifeline customers.
  • T-Mobile already has the largest 5G network. Combined with Sprint we will reach even more people including 90% of rural Americans within six years.
  • T-Mobile’s award-winning Team of Experts (TEX) model will continue to expand into every current and planned customer experience center.

Do Sprint customers need to do anything?

There’s not a thing Sprint or T-Mobile customers need to do!

  • For now, all customers will stay with the same Sprint and T-Mobile network, stores, and services they’ve been using.
  • Behind the scenes, the team’s working hard to bring it all together to create an amazing experience for customers of the new T-Mobile.

Will my plan and benefits change? Will I need to change to a T-Mobile plan, even if it’s more expensive?

Nope, we’re not making any changes to your rate plan today.

  • Over time, you will see additional benefits as we supercharge our network and honor our commitment to offering the same or better rate plans to our customers.
  • You’ll still get the benefits and award-winning customer service our customers have come to love.

Will T-Mobile raise its prices?

The new T-Mobile has committed to delivering the same or better rate plans for at least three years—that includes access to 5G. Your whole family can talk, text, and surf on their smartphones without worrying about what they’ll pay.

 

Will customers need to switch devices today?

No. Today every device works the same as it has on the network it’s currently using. For now, customers will use two distinct networks, Sprint and T-Mobile.

 

Will I get access to the other carrier’s network now that you’re combined?

For now, customers will use two distinct networks, Sprint and T-Mobile.

Both Sprint and T-Mobile customers will continue to get great coverage, and over time the two networks will combine to create one supercharged network. Meanwhile, we’re working on ways to make it easy to migrate Sprint customers who wish to do so. Stay tuned!

 

What will happen with Sprint and T-Mobile networks? How will the coverage change?

Strong, dependable network connectivity has never been more critical to customers or the country. As the two networks are combined, the new T-Mobile will deliver:

  • Massive Capacity!  14times more capacity in the next six years than T-Mobile alone—which means it will be even better for streaming, gaming, downloading and more.
  • Crazy-fast speed! Customers will have access to average 5G speeds up to eight times faster than current LTE in just a few years and 15 times faster over the next six years.
  • Reaching nearly everyone! Within six years, the new T-Mobile will provide 5G to 99% of the U.S. population, including rural America.
  • Our goal is to create the best network for ALL.

What will happen with Sprint and T-Mobile retail stores?

For now, our store experience will remain as-is, and we’ll continue to serve customers as usual.

We are preparing our stores and store employees to serve legacy Sprint and T-Mobile customers as well as the new T-Mobile customers. When we light up magenta across the new T-Mobile fleet, customers can walk into any store and the employees will be able to say, “Yes, we can help you!”

 

How do I find the nearest store where I can get help in the meantime?

Check out the T-Mobile and Sprint Store Locators!

 

If I need to call customer service, which number should I be calling?

Continue to call into the same customer service number you currently call. An experienced customer service representative will be ready to assist you.

 

What happens to my Sprint bill? Will I now have one bill for both carriers?

You will continue to receive one bill but over time may see updated branding.

 

Can I get my Sprint phone to work for Metro by T-Mobile?

Today every device works the same as it has on the network it’s currently using. For now, customers will use two distinct networks, Sprint and T-Mobile.

Many newer Sprint devices will be compatible with elements of the T-Mobile network.

 

Am I able to keep Hulu, Tidal, and other Sprint benefits I currently take advantage of?

Yes! Sprint rate plans will remain as they are for now. We’re working on exciting new benefits in the future. Stay tuned!

29 Comments
Community Manager

@Korysmom keep in mind the merger has had minimal impacts to the networks.  For the vast majority of customers, they are on their respected networks.  PM me your phone number and problem address and I will check.

Journeyman

I just read the Article on the Sprint T Mobile merge.  

First of all I have been a Sprint customer for 20 years and rarely have been able to get good customer service and included most recent.  You get put on hold for 30 minutes finally someone answers and gets the info and puts you on hold and disconnects. 

When they tell you Sprint customers do not need to do any thing....When I did an on line chat about a text saying to update discount info...I was told my account was fine no action needed.  I just got my bill and my discount was terminated because I listened to the Chat Specialist.  I am not happy with Sprint.  I would not recommend on line chat because these charters are not qualified to give correct info.

Does any one know a real person USA contact that will help?  Thank you.

Journeyman

Hi @Em_Will_I_Am, I hope things are well. You had told me that only acceptable Blackberry is BBB100-3. I located one IMEI [Edited for privacy] (three) but on the Sprint website that shows eligible devices, it said Sprint won't support this phone still. Is the website not accurate? 

Journeyman

Since this merger I am 100 percent dissatisfied with Sprint. My service is always dropping and now everywhere I go in my town, my phone is roaming. Also, I signed up for the galaxy for life plan before I could upgrade my phone without a problem , now I am being charged an outrageous deposit. Tmobile sucks. I want my old Sprint back. I know that they dont care , but they are on the verge of losing a customer.