T-Mobile's latest free voice line promo has created a bit of a mess .... and panic

If you are a T-Mobile subscriber in the US, I am sure you must have heard about the free voice line (no strings attached) promo which the carrier recently announced. The promo was bound to create a buzz, especially because T-Mobile hasn’t had this kind of a promo for the past couple of years now. And as expected, those who got the notification for it in their T-Life app went ahead to redeem it.

However, that’s when some of them found themselves in a mess of sorts, causing panic. As per reports on platforms like Reddit, some users lost their existing free lines in the process.

As they flocked to discussion platforms, it was revealed by other affected users that this was expected.

I went through T-Force and the agent gave me a heads up that I would get this automated text message because I would need to get bumped up to the 9+ line plan, the promos dropped and were re-added

There was also some confusion when it came to eligibility. Like, some users said they weren’t able to redeem the promo as they already had more than two free voice lines, while others said they got the new free voice line despite having 2+ free lines already.

I could also spot issues being reported on X:

It seems T-Mobile should have communicated better about the various scenarios that users may bump into while redeeming this promo. Anyway, the heavy-lifting has to be done by the T-Mobile customer care service now – let’s hope the situation improves sooner than later.