T-Mobile, one of the top U.S. mobile carriers, has quietly reinstated generous promotions to keep its loyal customers from jumping ship to another phone carrier.
Recently, T-Mobile has faced stiff competition from phone carriers such as Verizon and AT&T, both of which have rolled out free perks and phone deals to attract customers. Cable giants like Spectrum and Xfinity have also been offering discounts on phone plans when bundled with TV and internet services.
As the wireless market becomes increasingly competitive, more consumers are exploring a variety of more affordable phone plan options outside of their current providers, especially when they notice their monthly bills are getting more expensive.
-
this average cost single line phone plan $76 per month.
-
About 42% of Verizon, T-Mobile and AT&T customers have checked their phone bills rise In the past year, that is 7% high Above average.
-
return, 58% of Verizon, T-Mobile and AT&T customers Consider switching to a different phone carrier as their monthly bills become more unaffordable.
-
T-Mobile Risk of losing 75.9 Millions of customers Because mobile plans are priced higher.
Source: WhistleOut
Amid this nationwide consumer trend, T-Mobile’s postpaid phone churn rate (the number of customers who canceled their phone service) reached 0.89% in the third quarter of this year, 3 basis points higher than the same period last year, according to its latest financial report.
In an effort to retain loyal customers, T-Mobile is quietly offering free lines to select customers, a promotion that began on December 11, according to a recent report from The Mobile Report. T-Mobile last offered a free line offer in September.
The new “Line On Us” promotion offers customers who have signed up for a wireless plan with the company for at least three years to add a line to their existing account for free, with no purchase required. To qualify, customers must also have two paid lines on their account.
RELATED: T-Mobile launches free offer for customers after big losses
It’s also important to note that customers will need to pay a one-time activation fee of $10. For customers with a phone plan that does not include tax, such as a trial plan, they must pay tax on that free line each month.
Additionally, the promotion is “bring your own device,” which means customers can’t finance the phone through that toll-free line.
T-Mobile employees can search for this offer under the segment name “Loyalty BYOD Dec 2025” and to claim this offer, customers must contact customer service or visit a T-Mobile store. This promotion is not available through the T-Life app.
T-Mobile’s move comes after the company’s recent changes to pricing, discounts and phone plans have frustrated some loyal customers. In April, for example, T-Mobile raised the monthly price of some older cellphone plans by $5, as well as increased regulatory plans and telecom restoration fees (which customers pay monthly).
It also officially discontinued its Go5G plans in June and began removing taxes and fees from plan pricing. Most recently, T-Mobile increased late fees for customers who didn’t pay their bills on time in October. It also began warning customers that if they pay early with a credit card, they will lose their automatic monthly payment discount.
During an October earnings call, then-T-Mobile COO and now T-Mobile CEO Srini Gopalan said the company aimed to address “friction and frustration” for customers by implementing “digital transformation” with an increased focus on simplifying the customer experience.
More telecom news:
“Digital acquisitions and moving our customers to digital is about fundamentally solving customer pain points and following the way we’ve always done things in this industry, changing and fundamentally re-examining that process and just making it easier for you to do the one thing you couldn’t do with wireless, which is buy wireless,” Gopalan said.
As part of its digital transformation, T-Mobile reportedly plans to have customers rely solely on its T-Life app by January to handle upgrades, account activation, adding new lines and more.
The company launched its Easy Switch tool earlier this month, which allows consumers to switch from a competing phone carrier to T-Mobile in 15 minutes or less through the T-Life app.
A recent JD Power survey showed that T-Mobile currently lags behind mobile virtual network operators such as Mint Mobile and Visible by Verizon when it comes to consumer satisfaction with postpaid phone plans, so addressing customer pain points is critical.
-
Consumer cellular network satisfaction scores were Chapter 726 (out of 1,000 points).
-
Google Fi wireless won second place The score is Chapter 671.
-
T-Mobile behind Google Fi Wireless satisfaction score is 626.
-
Spectrum Mobile trails T-Mobile by 3 points with a satisfaction score of 623.
Source: JD Power
“This new research is a window into the complete customer journey for wireless carriers,” said Carl Lepper, senior director of technology, media and telecommunications at JD Power, in a press release. “The findings show that value is the most important driver of the overall experience, followed by service quality.”
RELATED: AT&T cuts controversial policy to complete multibillion-dollar acquisition
This article was originally published by TheStreet on December 17, 2025, and first appeared in the Retail section. Click here to add TheStreet as your preferred source.