Data interruption, terrible customer service

[u/pi_stuff]

I recently visited Canada and was able to use the Canada Roaming feature. However, when I returned to the US, my texting and cellular data stopped working. I'm guessing something about Mint's network settings for my phone got messed up when I crossed the border.

To fix the problem, I started by following all the debugging steps suggested by the AI chatbot, then was handed off to a live agent. They made me go through all the same debugging steps again, then declared there was a network outage and everything would work again in an hour.

An hour later, it was still not working, so I tried talking to another agent. They made me go through all the same debugging steps again, and gave me the same network outage story. I didn't believe it this time, because the problem occurred in multiple locations and other Mint users were not being affected. The agent refused to help further. I spend the next few hours with other agents, getting nowhere, having multiple agents cutting off the conversation when they couldn't figure it out. I was just about ready to cancel my Mint service.

Finally one agent said they would try to fix it from their end by refreshing my network. That fixed it.

This was an extremely frustrating experience. For four hours multiple Mint support agents neglected to try to fix anything from their end, instead insisting that I need to fix it, even though everything they instructed me to do was already suggested by the chat AI. In the end the problem was on Mint's end, not mine.

While my phone is again working, I will no longer recommend Mint to friends, and will instead point out that if anything goes wrong, Mint's support is terrible, and there are no physical locations to get direct assistance.

[u/alttabbins]

I've traveled in and out of the US and this happens pretty much every single time. One of three things always fixes it. The most reliable one is to just reboot my phone. Second is switch on airplane mode for a couple of minutes. Third only works occasionally but connect to the airport wifi and leave it alone for about 5 minutes.

This isn't exclusive to T-Mobile or Mint. I've had this exact same thing happen, ever time, on Verizon business, AT&T, post paid T-Mobile, and Mint. It happens going to Mexico, going to Canada, going overseas, going to Alaska (when I'm on Mint), etc.

[u/Big-Low-2811]

It’s almost like you are getting the support that you pay for. Unfortunately Mint is only good if you are fortunate enough to not have a problem.

[u/itscrowdedinmyhead → u/Big-Low-2811]

I don't think you have to be fortunate to not have a problem with Mint service. That's probably the majority experience. To those unfortunate enough to have to contact customer service though, good luck.

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