T-Mobile、強制移行で無料回線を誤削除し謝罪

Jon Brodkin が Ars Technica で報じた記事に基づく。

T-Mobile canceled some longtime subscribers’ free-line promotions as part of a forced migration to new rate plans, spurring complaints from customers yesterday. T-Mobile admitted the problem and blamed it on technical errors that it is trying to fix. The forced plan changes were controversial to begin with, particularly as many longtime users are being hit with price hikes of $6 per line. The unexpected loss of free lines for some of those users could raise prices by a much higher amount if the change isn’t reversed. There is good news, though. T-Mobile told Ars today that it was a mistake and that the company is working to fix the problem. Of course, it’s not always easy for telecom customers to get the proper resolution even after a company admits to an error publicly. But given T-Mobile’s statement today, we hope the firm will fix the problem for all impacted customers with as little hassle as possible.

“Our priority is to ensure customers keep the promotions, credits and benefits of their current plan,” T-Mobile told Ars today. “We’ve identified technical issues affecting a very small number of customers and are working quickly to correct them. For some of those customers, free line promotions were not reflected correctly following migration due to a delay in applying promotional discounts. Those free lines remain free, and we’re restoring the discounts, backdating them where needed, and reprocessing accounts to ensure customers receive the benefits they were promised.”

Free lines lost in transition The promise that customers would “keep their current benefits” was broken, according to people who say free lines were removed from their accounts. In addition to complaints on Reddit, the Mobile Report news site wrote today that it heard directly from a few users who said their free lines were not migrated to the new plans. Besides the elimination of free lines, another problem “that some customers are seeing is a mysterious extra hotspot data add-on on their new plans,” adding as much as $15 to monthly bills, The Mobile Report

編集部の見解

短期的には、T-Mobileが無料回線の復元とバックデートを約束したものの、実際の修正が全顧客に適用されるまでに数週間から数カ月を要する可能性がある。Huluの誤請求やホットスポットアドオンの追加請求など複数の課金問題が並行して発生しており、サポート対応の混乱が長期化するリスクを指摘できる。過去のT-Mobileの動き（T-Mobile、Broadcom訴訟でVMware離脱へ 30万コア移行）と同様に、大規模なシステム移行に伴う運用の不備が浮き彫りになった形だ。 長期的視点では、今回の騒動がT-Mobileのブランド信頼に与える影響は無視できない。強制移行による値上げ自体は継続されるため、無料回線を復元しても「料金は上がり、手間だけ増えた」という顧客不満が残る。競合するAT&TやVerizonが同様の移行を実施する際の教訓として、移行前のテストと顧客通知の徹底が業界全体で見直される可能性がある。

参考

• 「T-Mobile bungled forced plan migration, canceling some users’ free lines」, by Jon Brodkin — Ars Technica, 2026-07-16T20:52:47.000Z (CC BY-NC-ND)
• 元記事URL: https://arstechnica.com/tech-policy/2026/07/t-mobile-bungled-forced-plan-migration-canceling-some-users-free-lines/