T-Mobile, the parent company of Assurance Wireless, acquired it in the Sprint transaction. Assurance Wireless is a subsidized telephone service funded by the federal Lifeline Assistance program, offering eligible low-income Americans a free phone, monthly data, unlimited texting, and minutes. In January 2021, Kenneth Geaniton, a blind man and long-time Assurance subscriber, faced challenges when his feature phone stopped working.

Geaniton preferred using a feature phone with a screen reader due to his disability. However, according to an order from the Federal Communications Commission (FCC), Assurance failed to provide him with a suitable replacement for his non-functional device.

What did the FCC accuse T-Mobile’s Assurance Wireless of doing?

The FCC order stated that Assurance Wireless failed to comply with multiple sections of the Communications Act. This led Geaniton to face delays in service, difficulties in completing simple tasks, and receiving devices he couldn’t operate due to his vision impairment. Some phones arrived without screen readers, making them useless to him.

At one point, Geaniton received a Coolpad Belleza feature phone that was not activated for making or receiving calls. Despite filing complaints and facing ongoing issues with device connectivity, it wasn’t until May 2023 that T-Mobile engineers identified and resolved the problem.

The FCC concluded that Assurance Wireless violated sections of the Communications Act by not ensuring accessibility for individuals with vision disabilities and failing to maintain proper records of their efforts in this regard.

It’s another bad look for T-Mobile which is losing its reputation as a consumer-first company

In September 2023, Geaniton faced more issues with his device. After seeking assistance from the Consumer and Governmental Affairs Bureau (CGB), it was discovered that his device was in Airplane Mode causing service disruptions. The FCC ordered Assurance to find a compatible device for Geaniton and provide training for their customer service team to assist handicapped subscribers effectively.

Amidst ongoing issues tarnishing T-Mobile’s reputation as a consumer-focused company, this incident adds another blemish on the nation’s second-largest wireless provider.