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We've been making a lot of improvements to our coverage ebarud so I'm bummed to hear you and your family are having trouble. Fortunately, we can take some steps to help out. Can you take a look our coverage map for those troubled locations? See what service is expected for those areas. You should be able to scan for networks on those phones to see if T-Mobile shows up and connect to it. Please us posted on this. We want to do everything we can to turn this around and give you a better experience.
It sound like you need to go back to the carrier that worked for you before - or at least your parents do. Too bad they didn't do a trial run before switching - or at the least realized w. in the "remorse period" TM wouldn't work for them.
Hey there @earbud! I just wanted to check back in with you and see how you're doing. Did you have a chance to take a look at the map as Mike recommended?