T-Mobile recently announced a price increase for some of its legacy plans, going back on its promise to never raise rates. This decision has left many subscribers feeling frustrated and considering switching to another carrier.

To manage the backlash, T-Mobile has taken several steps to prevent overwhelming its frontline workers and support staff. The company tried to justify the price increase by stating that only a small number of customers would be affected, with the increase being $2 or $5 per line depending on the plan.

In addition, T-Mobile has increased staffing levels at physical locations and ensured that managers are present throughout their shifts. The carrier also staggered the notifications about the price change to manage customer inquiries.

To further alleviate the pressure on workers, T-Mobile has removed the online chat option from its website. Customers attempting to chat through the app will now receive a call instead due to high demand overwhelming the chat system.

While these measures aim to address customer frustrations, there is still confusion surrounding which plans are affected by the price increase. T-Mobile is handling inquiries on a case-by-case basis, which may further disappoint customers.

Overall, this situation highlights how T-Mobile is struggling to manage customer expectations during this time of change. It remains to be seen how customers will react and whether T-Mobile can effectively address their concerns moving forward.