T-Mobile - The #2 Phone Carrier
Verizon may have passed T-Mobile to become our top wireless carrier, but that's not for lack of effort on the Uncarrier's part. A lot of other carriers seem to follow T-Mobile's lead: Just look at how many now offer unlimited-data plans after T-Mobile announced it would offer only unlimited data.
T-Mobile continues to offer a fast-performing network in most major cities, and its customer-focused reputation extends to the way the carrier handles tech support. In addition, T-Mobile continues to set the standard for how a wireless carrier should reward its customers.
Carrier Performance (37/40 points)
T-Mobile finished behind Verizon when we tested LTE speeds in six cities, achieving an average download speed of 23.5 Mbps compared to Verizon's national average of 36 Mbps. T-Mobile's upload speed was a shade faster than Verizon's, though, (16.3 Mbps to 14.7 Mbps), and the Uncarrier turned in the best performance in Seattle while finishing as runner-up (to Verizon, natch) in New York. The biggest thing holding back T-Mobile in our testing? Its speeds when we tested indoors were noticeably slower than when we tested T-Mobile at outdoor locations.
OpenSignal rates T-Mobile's network very highly, though the coverage mapper's most recent report placed T-Mobile in a dead heat with Verizon for top network speed. (T-Mobile had been tops the last time OpenSignal tested, in August 2016.) RootMetrics was less complimentary, giving T-Mobile its lowest ranking among the Big Four carriers for overall performance.T-Mobile disputes that network-testing firm's methodology, however.
T-Mobile likes to crow that other carriers follow its lead, and in the case of unlimited data plans, the company definitely has a point.
Plans (23/25 points)
T-Mobile likes to crow that other carriers follow its lead, and in the case of unlimited data plans, the company definitely has a point. T-Mobile unveiled its T-Mobile One plan in 2016 and soon made this the only option available to new customers; other carriers, even Verizon, soon followed suit with unlimited plans of their own.
T-Mobile's unlimited plan isn't the cheapest; that would be Sprint. And if you want the HD video streaming and 10GB of LTE hotspot data that Verizon offers to its unlimited users, you've got to tack on $10 per line to your monthly $70 rate. But T-Mobile's plan does absorb all your taxes and fees, so that the rate on your plan is exactly what you'll be charged each month. Other carriers can't say the same.
If there's a downside to T-Mobile's switch to unlimited data-only, it's that low-data users may feel shut out by the carrier. T-Mobile does have a kickback program that gives you a $10 credit on your bill if you use less than 2GB during a month; that's extremely attractive to those on family plans in which one user may not consume as much data as the other people on the account. Otherwise, low-data users need to turn to one of T-Mobile's prepaid plans, which start at $45 a month for 4GB of data. That's not a terribly appealing price considering that T-Mobile's MetroPCS subsidiary currently offers 6GB of LTE data for $40 a month.
Customer Service (18/20 points)
Our undercover testing suggest you can expect friendly conversations and helpful advice when you turn to T-Mobile for tech-support help. That's true if you approach the carrier through Twitter or Facebook, call up its tech-support line, or take advantage of the company's online-chat feature. We just wish that T-Mobile's tech support reps used more precise language, to avoid creating confusion when dispensing advice.
Our only other beef with T-Mobile's customer support? While the carrier's online documentation is solid, T-Mobile buries support links on its website. Other carriers make it easier to find what you're looking for.
Phone Selection (7/10 points)
T-Mobile boasts the kind of selection you'd expect from major carriers: the latest flagships from Apple, LG, Samsung and others, along with previous generations of the iPhone and Galaxy. This carrier sells the smallest number of smartphone types among the Big Four carriers, by our count, and while T-Mobile can offer some exclusives, like the ZTE Zmax Pro, it can't claim some of the more marquee phones that its rivals sell exclusively. T-Mobile does offer a decent selection of phones for less than $300. That includes a pair of T-Mobile branded devices, the Revvl and Revvl Plus.
Featured T-Mobile Phones: iPhone 8 and 8 Plus, Galaxy S8 and S8+, Galaxy Note 8, LG V30, Moto Z2 Force, Galaxy S8 Active
T-Mobile really distinguishes itself from the carrier crowd with special features.
Special Features (5/5 points)
Here's where T-Mobile really distinguishes itself from the carrier crowd. Every week, T-Mobile gives away freebies to customers through the T-Mobile Tuesdays app. Frequent prizes include discounts on Lyft rides and free Frostys from Wendy's; more elaborate giveaways have featured valuable prizes like free access to MLB.TV Premium.
T-Mobile remains a top choice if you do a lot of international travel. With a T-Mobile plan, you get unlimited data and texting in 140 countries, though at 128-kKbps speeds. You can opt for T-Mobile's One Plus International plan for an extra $25 a month to speed up your data overseas. One disappointment: if you have a standard unlimited plan, T-Mobile will only let you use 5GB of high-speed data when you're in Mexico and Canada starting November 12; previously, there was no limit on the amount of data you could use in those countries with a T-Mobile One plan.
On flights equipped with Gogo internet service, T-Mobile gives you an hour of free Wi-Fi plus unlimited texting. Unlimited in-flight Wi-Fi via Gogo is covered under the same extra $5 per month per line that gives you HD video streaming.
After we published our rankings in May 2017, T-Mobile formally launched Digits, a new service in which its customers can use their T-Mobile phone number on multiple devices including older phones and PCs. And in September, T-Mobile started paying your $9.99 monthly Netflix subscription if you have two or more lines with its T-Mobile One plan. (Note that legacy plans and special offers like the T-Mobile One Unlimited 55+ Plan for seniors.