T-Mobile quietly makes cold move as loyal customers leave

Core Insights - T-Mobile experienced significant customer loss in 2025 due to price hikes and changes in phone plans, compounded by increased competition [1] - The company's postpaid phone churn rate reached 0.89% in Q3 2025, a 3 basis point increase from Q3 2024, as more consumers seek cheaper options [2] - T-Mobile's new CEO, Srini Gopalan, aims to implement a "digital transformation" to improve customer experience and reduce friction [4][5] Customer Dynamics - A survey indicated that 42% of customers from T-Mobile, Verizon, and AT&T have seen their phone bills rise in the past year, which is 7% higher than average [7] - 58% of customers are considering switching carriers due to rising prices, with T-Mobile at risk of losing 75.9 million customers [7] Organizational Changes - T-Mobile replaced its CEO, Mike Sievert, with Srini Gopalan, who plans to enhance digital services through the T-Life app [4] - The company has initiated layoffs across various departments, including account executives and sales managers, as part of its shift towards digitalization [5][6]