UScellular & T-Mobile — Local services in Coos Bay

Subject: Formal Complaint – Service Failures and Potential Regulatory Violations Re: Complaint #23294844 | US Cellular To Whom It May Concern, Since November 2024, I have been struggling with persistent connectivity issues on US Cellular's network. Despite escalating my case to Tier 3 support, I have received no meaningful acknowledgment or resolution. Instead, I am repeatedly told that there are no issues on their end, yet my service continues to be unreliable and subpar. I am still being charged for a service that is not functioning as promised. The network quality is inconsistent, data speeds are unreliable, and VoLTE calls often fail to connect properly. These are not isolated problems; many other consumers report similar issues with inconsistent network quality, throttling of data, and poor customer service experiences. As outlined in my initial complaint, I have formally reached out to the President and CEO of US Cellular and the Federal Communications Commission (FCC), via certified mail with return receipt requested. Currently, I am financially locked into paying off my phone and router, but I am stuck with a network that is not delivering the quality I am paying for. I cannot afford to switch to another provider while I’m still making payments on my current devices. I am caught between continuing to pay for a subpar service or breaking my contract. This issue extends far beyond my personal experience and highlights a larger problem with US Cellular's service. Many users report similar issues with network quality, unreliable VoLTE calls, and poor customer support. In light of this, US Cellular’s continued failure to resolve these issues may constitute a violation of Section 201(b) of the Communications Act of 1934 (47 U.S.C. § 201(b), which requires telecommunications providers to ensure that their practices are "just and reasonable." Charging for a service that demonstrably fails to perform, while denying its deficiencies, is unjust and unreasonable under FCC standards. Additionally, if any aspect of the service was misrepresented to me at the time of signing up, or if US Cellular continues to deny known network issues, this could also constitute a violation of FTC regulations under 16 CFR § 310.3, which prohibits deceptive practices in the marketing of telecommunications services. If this issue is not addressed promptly and permanently by the end of May 2025, I will be forced to escalate this matter through the FCC, state consumer protection agencies, and public consumer advocacy platforms. This is not just my complaint—it is part of a larger trend that seems to affect many other US Cellular customers. Sincerely, Your Full Name Legal Context: Section 201(b) of the Communications Act of 1934 (47 U.S.C. § 201(b)) Requires telecommunications providers to offer "just and reasonable" practices and services. Charging for undelivered or degraded service, while refusing to acknowledge the issue, may be considered unjust and unreasonable under FCC standards. 16 CFR § 310.3 – FTC Telemarketing Sales Rule Prohibits deceptive marketing and sales practices, including misrepresentations about service quality. If US Cellular misrepresented the availability, reliability, or functionality of their services at the time of sale or continues to deny known issues, it may constitute...

My dad recently went into this store and decided to upgrade to an iPhone from his very old Samsung device that he has had for close to a decade or more. He stated to the representative that he has never had an iPhone and does not really know how to utilize it. He stated to me the store representative helped him get his iPhone set up. When I asked him what his Apple Account password was to later help him download some Apps he wanted, he said "I don't know it. They never gave it to me." He furthermore had no idea what an iCloud account was or how to access it. ZERO explanation was given to him on the basic functions of the iPhone or his new Apple Account. We tried every combination of password that it could possibly be with no luck. On top of that, the store associate did not ask which email address he would like to use for his Apple Account and created an iCloud email address for him, without his consent, and then spelled his name incorrectly on this new email to boot. This email that is now linked to his Apple Account also has an unknown password. I went with my dad to the store to see if they could someway wipe the phone clean and start over with a new Apple Account and the answer was no. There was no apology. There was no compassion or understanding. There was not even an attempt to rectify the mistake that had been made by sitting with us and contacting Apple Support, etc. I am truly appalled by the lack of customer service this store provided and the lack of care given to someone who just needed help with their phone. This could have been totally preventable if someone would have taken the extra time to explain and help my dad go through his iPhone set up. I would not recommend this store for any US...

So this location gets five stars for customer service. I was helped today by Collin and he was courteous, knowledgeable, and very fun to work with. I was helped yesterday by another associate with an equally pleasant persona.

They have packages at all sorts of price points and their selection seems more up to date than my previous wireless company. They offer prepaid packages as well as contract plans.

With the pleasantries out of the way I'd like to share my particular problem. I switched to US cellular yesterday in order to purchase a phone for my young son. He requires parental controls. I purchased the Motorola G Play on a prepaid plan. When setting up the Google account through the family link parental controls, the phone would come to the screen shown in the video, and refuses to progress further. Through troubleshooting with the previously mentioned associates we have tried a plethora of ways to progress further, including ensuring all updates have been done and allowing all permissions. We have come to three different screens, all about at the same point in the process when granting permission for the parental controls to supervise the phone.

To summarize it would seem that the prepaid program is interfering with the parental controls program. I am frustrated and have essentially purchased a seventy dollar brick. I suggest not purchasing a prepaid phone for a child through US cellular until this glitch is resolved. Again, five stars for customer service, price, and selection. Two stars for ease of...