I suspect T-Mobile is just deeply and embarrassingly incompetent, rather than actively user hostile. Everything, including spending more money with them, often takes a phone call. Changing plans online is impossible about half the time (depending on what you&#x27;re trying to do, and it doesn&#x27;t fail more often for downgrading service than upgrading). They are a phone company that barely knows how to do business as a phone company; they definitely aren&#x27;t a technology or internet company, as they fail remarkably on those fronts.