We decided to try this service because of the great price. Getting things set and SIM cards in hand will take a week or so. If you have an e-SIM, your port may not work. It took 3+ hours of texting to do what a 15 minute call would have done. Meanwhile, your phone doesn’t have service. It did get resolved but it felt painful to get there. If you can get through the whole onboarding process, it might just be worth it.

Horrible customer service, horrible app. They tell you to go to the app to add a line, or pay your bill, then you go, it’s not possible, then you reach out via chat or phone - and mind you via chat they take a full day to reply - if they do - and via phone when you call they say wait 2 mins, you wait 30 and they hang up on you - then they tell you to go to the website. Purchased two new iPhones with them, got charged, never got a tracking number, never got the phones, still going back and forth with them. They are useless, I keep getting transferred via chat or phone to new people and they keep telling me someone else will help. You get what you pay for. It’s a cheap monthly but a horrible experience and service, horrible app. I swear I think there are 2 people that work here and they do not communicate with each other.

The service is a great idea- apply the same collective bargaining techniques that get used for insurance to phone plans. The execution, however, is flawed. Upgrading phones? I’ve been missing cell service while waiting all day for CS to fix the plan migration that would have happened automatically on a regular account. Customer service NEEDS to be more responsive (10 minutes max between messages, not 2+ hours), the issues with onboarding and upgrading need fixed (this should be as transparent as on a regular phone plan, but isn’t for some reason), and there needs to be a clearly defined exit path for returning to a normal service (which I’m seriously considering after the nonsense today).

Previ was offered as a perk through my employer and the savings have been amazing! I received 1 year free through my employer and have not thought about switching back to T-Mobile directly. The sign up process was seamless and the transfer caused no disruptions. The amount of negative reviews is a bit odd as the only con I see is that you have to purchase a new phone through Previ. But aside from that, no issues whatsoever. All the negative reviewers are trippin’.