T-Mobile renews 5 million customers from June through August

T-Mobile renews 5 million customers from June through August
T-Mobile is on track to hit its goal of a 85% customer renewal rate after three strong months from June through August. In both June and August, the nation's fourth largest carrier renewed 1.7 million T-Mobile customers which sandwiched a 1.6 million renewal month in July. That works out to 5 million renewals over that 3 month period. The figures were shown on an internal T-Mobile web site and a leaked screenshot of the page was obtained by Tmo News.

According to Greg Hoffman, VP of Churn and Retention (there is really such a position, guys!), the carrier benefited from its 4G network (HSPA+), a strong lineup of handsets and the introduction of its classic and value plans which are all giving customers a reason to stick with the mobile operator. T-Mobile, of course, is the subject of a proposed purchase by AT&T although, as we reported, the Department of Justice has sued seeking an injunction against the buyout.

T-Mobile is currently showing a renewal rate of 83.4%. If it can make it to 85% for the year, it will add up to 16.5 million customers placed on contract. The company has been focusing on renewing customers before they go off contract as that is when customers report low satisfaction scores. Those off-contract or about to be so have a satisfaction score 16% below the average Postpay customer's rating. And since the satisfaction score of those who renew with the carrier go up by 27% on average, the carrier has put a lot of effort into getting customers to re-up before turning sour on the operator. For example, last month T-Mobile renewed 800,000 customers who were 18+ months into their contract. It took the combination of Retail, Customer Service and Sales departments to get to that figure.

The carrier is working hard to improve its reputation just in case it ends up single and unattached, which is very possible considering the current regulatory mountain that AT&T is facing. And as we told you, AT&T has been trying to lower T-Mobile's importance in the U.S. market in an effort to get the deal to pass. After all, do you really see MetroPCS and Cricket as providing more of a challenge to AT&T than T-Mobile does?

source: TmoNews



1. snowgator

Posts: 3621; Member since: Jan 19, 2011

I have said it before- I would have zero problem being a T-Mo customer if they offered service in my area. Good devices, good plans. Coverage is the only drawback.

2. KEVlN

Posts: 83; Member since: Aug 19, 2011

I'm a t-mobile subscriber going on 1 years now. Haven't had a single problem with there service, and my mytouch 4g is holding up just fine. No complaints here. I wouldn't mind t-mobile staying an independent company. If t-mobile keeps up the good work I really think they would have a chance to knock sprint out of 3rd. Don't get me wrong, I know t-mobile still has a LONG way to go and a few good numbers doesn't make up for the ridiculous debt they have with their parent company Deutsche Telecom, but if they're willing to give it another go, I'm confident they will do better.

3. lubba

Posts: 1313; Member since: Jan 17, 2011

If they wanna be with ATT, they better start acting like ATT and get better products like the HTC Titan and Samsung Focus S, or even iphone. Service wise, not good either. Can't even get reception in basement in metro erea!

15. ZayZay

Posts: 571; Member since: Feb 26, 2011

The Samsung Focus really?? Huh

31. Moagan unregistered

"If they wanna be with ATT, they better start acting like ATT" So, does that mean they have to grow an ego and treat their customers like trash as well? You're a total moron, for the record.

4. remixfa

Posts: 14605; Member since: Dec 19, 2008

tmobile has the best android lineup in the industry. thats where the money is at, not WP7

5. remixfa

Posts: 14605; Member since: Dec 19, 2008

and tmo was the first to launch WP7, and tmo's HD7 is the first to get updates. And we have an actual 4g WP7 phone comming out in the next month i believe.

24. snowgator

Posts: 3621; Member since: Jan 19, 2011

Android will be the main money maker for the near future. But W7 is a nice addition to the line up and could have a good 2012. T-Mo just needs one good W7 device to offer choice and use as counter Public Relations. (We here at T-Mobile actually care about competition and choice.) Their Android lineup needs not hide from anyone: It is quite strong.

6. jthiagesan

Posts: 104; Member since: Apr 20, 2011

Great, keep growing

7. Alantef

Posts: 288; Member since: Sep 14, 2011

have been with t mobile since the first sidekick to the first android phone (G1) and i have to say that i LOVE t mobile always wanted to work there to show my love but i'm working for Verizon at the moment but that's besides the point t mobile price cant be touched and the phone line up is top of the line if not second to ONLY Verizon and that goes along with speed of the "4G" as well.....just stay alive t mobile keep up the growth!

8. lubba

Posts: 1313; Member since: Jan 17, 2011

If they are coming out with a new wp7, I'm happy. So far i don't see anything spectacular. Sure there's alot of love for android out there, but there's also love for wp7. It may not rival in in specs, but the UI covers for that; fast, smooth, intuitive and easy to use. Overall, choice is the key here. Tmo doesn't have alot of that. People should be able to go to a tmo store counter and say, "Oh look an HTC Android phone. Oh and look there's an iphone, and over there is an htc titan wp7."

9. Reader unregistered

How could to-mo have renewed more customers than they have subscribers...that's kind of weird

11. KEVlN

Posts: 83; Member since: Aug 19, 2011

Are you really that ignorant? T-Mobile has well over 30 million subscribers. You actually think at&t would pay $39 billion for a company with less than 5 million subscribers? C'mon now... think before you post.

10. awaitingandroid

Posts: 3; Member since: Jul 13, 2011

So many people left tmobile after the annoucement of them being bought out but don't you think some people will go back if the deal doesn't go through tmobile will still have long to go but they do have a good lineup of phones I am saying is that its likely that some people or maybe more will go to the company because I heard tmobile was doing this for publicity which I don't think Is true but hey they were last of the 4 major companies

12. KEVlN

Posts: 83; Member since: Aug 19, 2011

While its true that some may have jumped ship to avoid doing business with At&t, I'm willing to bet that more people subscribed or decided to stay than leave. After the acquisition, everyone from t-mobile will be grandfathered with t-mobile's affordable prices backed up by the same (if not better) coverage combined with at&t. Regardless of what the fanboys tell you, the merger isn't a lose lose scenario. You keep your plan and get better service. I don't know how exactly the merger will effect us a few years from now but we'll be safe for now. The buyout isn't even a sure thing yet so we won't know if t-mobile will remain independent or bought out by another buyer (which isn't likely if at&t can't have their way).

22. 98clru

Posts: 3; Member since: Sep 17, 2011

Let's hope it works the way Kevin is hoping for. I had att wireless (blue) when taken over by cingular (orange, the driving force that makes decisions for the "new" att wireless). For the first six months all was well. Than the calls started to drop or not complete and quality got worse. I guessed it was just the transition with integrating the two networks. Gave it 3 months, still issues we didn't have with blue. Tech support said it was a problem with the phone. When I told them it was 4 phones all different models, by 2 manufacturers the story changed. We needed new phones because it was the sim cards. No we couldn't get new blue sim cards because now all were orange. Couldn't get orange sim cards unless we bought new phones because orange and blue were not compatible so we would need new phones, new contracts, new new orange rates which were not as good. Despite a good discount with orange (att contractor I got the att rate) tmo was cheaper without a discount. Got new tmo phones, service and call quality was better than it had ever been with blue and huge difference over orange. I'm hoping against hope that it won't work the same way when tmo is swallowed up.

25. downphoenix

Posts: 3165; Member since: Jun 19, 2010

How is it a lose-lose? Well, for one, current AT&T customers wont receive better coverage, heck, T-Mo customers wont receive better coverage. Why? The phones operate on different frequencies. AT&T will then start a process of phasing out T-Mos technology over the next 3 or 4 years, which will damage the coverage of people using a T-Mo branded device as they will be shutting down towers in overlapping coverage areas. Two, they'll make it to where you'll have to upgrade to one of AT&Ts plans if you want to upgrade to a new phone, like an Iphone. Three, AT&t by itself will have about half the market, combined with Verizon they'll have about 83% of the market. Sprint and the smaller carriers wont stand a chance, as AT&T and Verizon both are the main companies that own the landline networks that these phone signals are transferred through the towers on, therefore they set the pricing. With the way the market is now, it is kept honest in the pricing (somewhat). If AT&Ts share gets past 50% of the market, that will all change, they'll have the ability to set whatever prices they want on roaming partners, and Verizon will follow suit, as they always do when it comes to AT&T, LOL. They'll just overcharge their roaming partners so they'll be forced to increase their rates so they will be stuck with charging the same or more than AT&T and Verizon, people will switch to them, then when they're the only 2 carriers left they'll jack their own rates up. When that day comes, I will no longer be using a mobile phone.

26. Phoneguy007

Posts: 218; Member since: Jun 02, 2011

wow dude wht are you talking about

13. fc unregistered

When i read that at&t said that metropcs and cricket give it as much competition i laughed.....They are not gsm. They are cdma. At&t will basically monopolize the gsm spectrum in the US.

14. Mooooo

Posts: 212; Member since: Aug 27, 2011

T-mobile should stay apart. Leave them alone At & Pee!

16. lubba

Posts: 1313; Member since: Jan 17, 2011

The more i think about it, the more i hope the merger happens. Customers will have more and better phone choices and some will get better reception. The customers that will leave tmo because of the merger will be offset by the return of customers who left. For those who believe the merger is bad because of competition, what competition will there be if tmo files for bankruptcy or something? they will still be bought out by some one. It is very obvious why many left tmo or do not want to resign with them, lack of top quality phone choices and poor reception. For those who worry about price, price is no issue nowadays when it comes to top quality phones. Besides there is work discount, up to 25%.

17. fc unregistered

i had an iphone 3g when they first came out, 450 min. unlimited text and data and was paying $112 a month with my discount. I currently own a Vibrant 4g and a Google Nexus S and have the t-mobile value family plan (2 lines) with 1000 min. and unlimited text and data(2gb of unrestricted) and my last bill was $82.10. DISCOUNTS DONT MEAN s**t!!!

18. MYTHiKAL unregistered

Not so much more coverage which is what T-Mo customers need more then anything in a lot of areas, but ATT's network also has better indoor penetration which is what draw me back to ATT after been with Sprint for so long.. The indoor peneratration will always win regardless of how nice or better the phones are in a carrier.. I had the EVO 3D and now I have the Samsung Infuse instead with ATT but loving evey minute of it lots more due to way better Signal coverage, indoor penetration and better Data speeds.. :)

23. 98clru

Posts: 3; Member since: Sep 17, 2011

better indoor penetration? Because of??? I'm pretty sure the frequencies are the same with the power output the same. That would mean if towers equidistant there would be no difference. Of course bandwidth enters the picture which if your read my post above (12) I'm pretty sure that's why the call quality was so much better w/ tmo than it had been with att. If indoor penetration is a concern there is the wifi calling option which is free with tmo and available on many phones, you get to pay $200 for an att femto cell if you want the equivalent.

19. lubba

Posts: 1313; Member since: Jan 17, 2011

Fc you must be doing something right because that's not what my bill says; unlimited data plan, unlimited messaging, two lines, taxes, all for $82.10! Please tell me your secret! You're right fc, discount don't mean jack but it is available.

20. fc unregistered

honestly it was quite expensive, both phones were paid full price. before i was on the value plan i didnt want to be on contract with anyone and t-mobile offered best prices. i cancelled insurance on both phones which is almost $20 a month. then i heard about the value plan prices which doesnt subsidize the price of the phone into your plans. my plan is $79.99 plus tax. my only goal was to be under $100, and i did that, very happy since i use to pay $140 a month. it so happened i got paid an extra stipend at work and decided to use it towards paying off the phones and other crap, which i know will pay itself off in the end.

21. InspectorGadget80 unregistered

How the hell did that do that?

27. lubba

Posts: 1313; Member since: Jan 17, 2011

To the folks that say Android is Tmo's best seller, that's because all they have is Android! Jeeezzzz lame arguement.

29. Galen20K

Posts: 577; Member since: Dec 26, 2008

that's just not true. they carry Android, Symbian, and Windows Phone 7.

30. lubba

Posts: 1313; Member since: Jan 17, 2011

One measly symbian and one HD7, and a bunch of android. Come on! Tmo can do better! Take a look a ATT and tell me what they have. I bet ATT will receive the first Nokia phones. Tmo will be left in the dust. Oh and the HD7s, that should've come to Tmo too!

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