T‑Mobile said it discovered a technical glitch that removed free‑line promotions for a small group of longtime customers during its recent migration to new rate plans, and the carrier is working to restore the discounts.
Customers report lost free lines and higher bills
The migration, announced in late June, automatically moved users from legacy plans to newer options that the company says are “more or less equivalent in price and features.” While many customers saw little or no change to their monthly charges, some reported that free lines—offered through past promotions—were not carried over.
One Reddit user, who had three paid lines and six free lines for about $50 a month, posted that after being shifted to the Experience Signature plan, the bill jumped to over $300 with no free lines reflected.
Another user claimed a $200 increase after the migration and said a support representative could only offer a year‑long credit for the lost line.
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These complaints align with earlier reports that the forced plan changes already added $6 per line for many longtime subscribers. The loss of a free line could amplify that increase dramatically if the discount is not reinstated.
T‑Mobile acknowledges the error and outlines a fix
In a statement to the press, the carrier said the issue stemmed from a delay in applying promotional discounts after the migration. “Our priority is to ensure customers keep the promotions, credits and benefits of their current plan,” the company wrote. “We’ve identified technical issues affecting a very small number of customers and are working quickly to correct them.”
It added that it is backdating the discounts where needed and reprocessing affected accounts. The firm also said it is investigating separate billing complaints, including reports of incorrect Hulu charges after the plan changes.
For users who relied on free lines as a loyalty reward—such as a March 2025 promotion that granted a free line to accounts active for at least ten years—the glitch means they could temporarily lose a significant cost advantage.
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In practice, the restoration of these lines will likely involve retroactive credits and adjustments on upcoming statements.
While the company promises to fix the issue with minimal hassle, past experiences suggest that resolution may take time.
Affected users should monitor their next billing cycle for restored discounts and any further adjustments.
The carrier’s public commitment to “make it right” suggests that follow‑up communications will be sent to those impacted, though the timing of those messages remains uncertain.
