T-Mobile's forced plan migration cancels some customers' free lines in error

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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.

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