U.S. CellularReviews of uscellular.com

I’ve been with US Cellular since I got my very first phone in 2007, so it’s genuinely disappointing to see how far the company has declined, especially since the merger to T-Mobile. Since customer support was relocated outside of the U.S., the quality of service has gone drastically downhill. No matter how clearly or simply a question is phrased, it often feels like it isn’t understood at all. For example, my message to the representative today was: “Good morning! I just want to be sure I don’t need to turn off my autopay. The last agent postponed my payment for me, but the last time I had that done, autopay still processed the payment.” I won’t be sharing the full chat due to account verification shared, but the attached screenshot reflects what I experienced. There was a complete lack of understanding of a very straightforward question. Between the extremely high prices, long wait times between chat responses, and the massive decline in customer service quality, US Cellular no longer feels like the company it once was. At this point, I will be canceling my phone plan once I decide on a new provider. Overall, the changes made over the years have been overwhelmingly negative, and the customer experience has become genuinely frustrating...

Hello my name is Mary Pate. I brought a iPhone 16e Jan 17, 2026. I was not aware my phone was not ringing until several people would text me and say my phone is not ringing it goes straight to voice mail. Also, when I call out my phone would go black and then when I decide to call that person again, I would be talking to the person and the phone would show that person is on call waiting. I went to the Edenton, N.C. store where I brought the phone and I was told it's nothing they could do because my 15 days has gone by to replace my phone. I was told I would have to call Apple and they would have to take care of my problem. So I called Apple 4 times they would walk me through apps to try to fix my phone. The 3rd time I called Apple they told me I had to go to a Apple store for them to check my phone and I would have to pay for it. I said this is a new phone, SO they made me a appointment it was 78 miles from where I live got there and there were no one there to check my phone and I am 66 years old. I had to get someone to take me because I don't drive that far anymore. So I call US Cellular in Edenton, NC again and ask if there is anything they could do because I called Apple 3 times and my phone still is not ringing. I was told again by US Cellular there is nothing we can do on our part. You can call customer service at 611 and talk to them. So I called customer service I talk to a representative about my phone and Apple has not been able to fix the problem. She said I can get a new phone for $399.00. I told her she is crazy I just brought a new phone I am not going to buy another one. So I called Apple back for the 4th time and told that person please let me speak to a senior supervisor or I was going to get a lawyer. I spoke to a guy name Hoft, I told him what was going on with my phone, he told me it's not Apple I need to be talking to. It is US Cellular that should be taking care of this problem. He said US Cellular supposed to do a diagnostics test to see what's going on with your phone on 3/16/26. He told me what was going on with my phone and to call US Cellular and ask for a Senior Technician cause a entry level are not going to run as many test as a Senior Technician. I call US Cellular and ask for a Senior Technician, he did a error check and it was good, then he did a reprovision between US Cellular and T-Mobile and found out it was my e-sim card so he replace it and my phone is ringing now. Apple Senior Supervisor was right as to what was wrong with my phone. I have been going through this since Jan 17, 2026. So I went to my local US Cellular to speak to the manager about how Apple told me it was your problem to fix and what Apple did to get my phone ringing. All he said was thanks for letting me know this. We have not been all the way trained yet since we merged with T-Mobile. I told him if you're the manager you should try to learn all you can about your phones. And plus he was dressed like he was going to play ball with a baseball cap on. So I call the corporate office March 20, 2026 to talk to someone about my complaint. I got a recording saying someone will get back to me within 24-48 hours. I'm guessing the head people don't stick to their words either. I just think I should be compensated for going there so much since Jan 17, 2026.

I'm with my current service (an MVNO) as a direct result of this company's collective actions. 1. Forced updates, forced bloatware, and other common tropes. My phone wasn't mine, iirc there were parts of the EULA that basically said as much, and they made a point of it. They bricked three phones back-to-back near the end of our service while we were still paying them off, and were expectant we'd pay for new ones to replace them. This was just prior to the location we used closing, and was due to an update that they billed us the data for installing. The update failed, as it was larger than the phone's onboard memory. They took Planned Obsolesence to a whole different tier. 2. Their staff at most locations were often times condescending, barely helpful, and usually more interested in their side hobbies they gloated about being able to maintain on the clock. We initially signed on when I got a (and what felt like the only) competent salesmember. When he left our service became notably worse month-by-month. We could take anything to him, and he could navigate you remotely through any chain of customer service, even when they seemingly really didn't want to help us (One particular instance impacting our month-to-month bill.). If you have a truly awesome rep, it might be an ok service, but like others here we did experience abnormal outtages. Getting billed for an entire month's worth of "unlimited data" over an unconsented patch was a twice over issue that I feel was a breach in their over service agreements. Do not trust them, keep every document, read every EULA, and don't expect any product to outlive the bare minimum warranty date. Service date was around 2018 to just a few years ago, roughly. Please ignore the Date of Experience.

They suspended my account at night - while I was abroad! - due to a merger error on their part. Customer service took an hour to answer and then said they could not find my phone number! They suspended my account because the international plan I paid for (all inclusive for $105 a month), apparently they stopped recognizing it. But they did not tell me that. They just overcharged me and then suspended my account WITH NO WARNING!

They employee's are drug addicts and will refuse to do their job. The worst customer service ever. The most unprofessional people I have ever encountered in a business setting.

Hour plus wait times and reps hangup as soon as it get connected. Awful experience

I have been with US Cellular for 29 years. One of my I-phone SE 3rd edition is acting up . They told me that it really isn't worth anything but I still owe on the last deal until November with $106.40 payoff per the last deal. You had to use the payment plan to get the deal. So..if you want another I-Phone, they do not have any deals! they did tell me thanks for being a customer for 29 years! That really helps me! They are NOT loyal to me! I will be looking elsewhere.

From my first time in the store through now (over 2 years later as I am looking to pay off my installment plan and get away from this company) I have been lied to about my bill. For some reason when I signed up it couldn’t be processed online so I went into the local store. They for some reason couldn’t give me the online deal. Okay that happens. But when I get my first bill it is $20 per month higher than what I was told by the guy at the store. Since then my bill has continued to go up without me changing coverage. Not like every month but every 6 months or so my bill goes up. They can’t explain it when I chat in.