T-Mobile quietly makes cold move as loyal customers leave

T-Mobile had a rocky 2025. For respective months, the institution mislaid a concerning fig of customers aft implementing terms hikes and drastic changes to its telephone plans. It besides continues to look heightened promotional enactment from competitors, making it much challenging to clasp and pull customers.

In T-Mobile’s latest net report, it revealed that during the 3rd 4th of 2025, its postpaid telephone churn (the fig of customers who canceled their telephone service) reached 0.89%, which is 3 ground points higher than the churn it reported for the aforesaid 4th successful 2024.

The accrued nonaccomplishment successful customers comes astatine a clip erstwhile much Americans are searching for cheaper telephone program options and are consenting to power telephone carriers to prevention money, according to a survey from WhistleOut past year.

• The mean outgo of a single-line telephone program is $76 per month.

• Also, 42% of T-Mobile, Verizon, and AT&T customers person seen their telephone bills increase successful the past year, which is 7% higher than average.

• Additionally, 58% of T-Mobile, Verizon, and AT&T customers are contemplating switching to a antithetic telephone bearer arsenic prices spell up.

• T-Mobile risks losing a combined 75.9 cardinal customers owed to precocious mobile program pricing.
  Source: WhistleOut

Amid this increasing threat, the institution replaced its CEO, Mike Sievert, with Srini Gopalan connected Nov. 1. Sievert is present T-Mobile's vice chair.

A period earlier taking implicit arsenic CEO, Gopalan said helium plans to rotation retired a “digital transformation” astatine T-Mobile to code lawsuit symptom points. This reportedly involves making customers solely babelike connected its T-Life app to grip upgrades, caller lines, and relationship activations.

“The magnitude of friction and vexation we origin customers contiguous due to the fact that of our processes and the authorities of improvement successful this manufacture is phenomenal,” said Gopalan during an net telephone successful October. “We person a immense accidental to alteration that with our integer transformation.”

As T-Mobile began leaning further into digitalization, it reportedly laid disconnected an chartless fig of relationship executives and income managers successful December and is continuing to chopped jobs crossed respective departments.

According to a caller station connected TheLayoff.com, T-Mobile allegedly laid disconnected employees successful end-user enactment and assets readying connected Jan. 6. It besides laid disconnected workers successful user and retail connected Jan 13, and employees successful its merchandise section are reportedly being fto spell connected Jan. 20.

Some T-Mobile employees adjacent took to societal media level Reddit to assertion that they are seeing further layoffs successful income and concern departments this month.