Backlash forces T-Mobile to cancel automatic migrations to pricier plans

Enlarge / A T-Mobile store on August 24, 2023 in Washington, DC. (credit: Getty Images | Anna Moneymaker)

T-Mobile has scrapped a plan to automatically switch users to newer, more expensive packages after hearing loads of criticism from customers.

The plan became public knowledge two weeks ago with the leak of internal documents that said customers would be switched to pricier tiers starting with the November bill cycle unless they contacted T-Mobile to opt out. Documents showed that T-Mobile customer service reps were trained to tell users who complained, "We are not raising the price of any of our plans; we are moving you to a newer plan with more benefits at a different cost."

But in an earnings call yesterday (see transcript), T-Mobile CEO Mike Sievert said it's no longer happening because feedback from angry subscribers showed it "isn't something that our customers are going to love."