We decided to jump over to T-Mobile about 5 months ago. Since then, we have experienced consistently poor call quality and 2-4 hour voicemail delivery delays on our new iPhone 7 phones. We've spoken to support at least 3 times and opened trouble tickets with no success. I've upgraded iOS several times, wiped phones, reset network settings, tried Wi-Fi calling and 4g calling and followed all instructions. Nothing works to get these issues resolved.
So now we need to leave T-Mobile. We gave it an honest shot and it didn't work.
Since these iPhone 7 phones are 5 months old, I currently have an equipment installment balance of $2,760.00 phones. I want to return these phones and port my number back to ATT. I was advised by Rica on phone customer service that I can initiate the port at AT&T and T-Mobile will cancel my service once they release the numbers to AT&T. Rica then explained that I will get a final bill and prepaid postage to return all the iPhone 7 phones we have. Once I return the phones in good working condition in the pre-paid boxes, I will owe nothing for the equipment installments to T-Mobile and I will only be responsible for my final service charges.
Can anyone at T-Mobile support verify and support this return/cancellation policy by your phone operator, Rica? I need to see this in writing.