> Carriers supposedly prioritize their own customers

They explicitly do, even among their own customers and plans. If you Google the carrier name plus QCI, you’ll find tables where people have documented, which plans are in which priority group

Mint (T-Mobile MVNO) has been great for me, $20/month/line and my one experience with international travel was good ($20 for 10 days). I used to be on Verizon and the quality of service doesn’t seem any worse while the price is dramatically lower.

eSIM transfers are an absolute nightmare on T-Mobile. I recently did two of them and both times, the transfer started but never finished, so I ended up with no service on either device. That means no ability to call their support line and no ability to receive the confirmation SMS they use to verify you are the correct person. They also immediately permanently nuke your physical SIM card so the only way to go back to sanity is to purchase another $10 physical sim card or get one of the physical sim cards that you load eSIMs onto (I did the latter so it won't self-destruct every time I do a transfer).

1. They only do transfers through their native app, not on their website. To log in to their native app, they will do SMS verification. So I sure hope you are still logged in before they lose your eSIM and leave you with no service at all.

2. If you are able to get into their native app so you can access their tech support, their AI chatbot will flat-out lie to you and tell you that T-Mobile cannot send you a QR code to download your eSIM (even though T-Mobile's own website states that they can). If you ask politely for a human, it will resist. I've found "connect me to a human you worthless fucking bot" is the secret passcode to get a real human.

3. If you request they send you a QR code, some of their support staff will ignore that request and still try to initiate the transfer through their app, so clearly requesting the QR code is not a common procedure.

4. When you request a QR code, even though you provide the EID, they will ask for an IMEI number. They then generate the QR code for whatever EID they have associated with your IMEI number in their database, completely ignoring the EID number you sent them. They did this to me _three_ times. The only way I managed to break the cycle was I sent them an IMEI number for a phone that was never on their network so they'd finally listen to me when I told them my EID number.

I'm never buying a phone without a physical sim card slot again. There's nothing wrong with the eSIM technology but the carriers have decided to make it as miserable as possible. The hardest part about transferring a physical SIM is finding a paperclip.

Ive been happy with US mobile - you can actually switch between their VZ backed network or their ATT backed network.

> But also, which MVNO should you go to? Carriers supposedly prioritize their own customers, so it feels a bit like running on spot instances.

If you are so paranoid, just get multiple SIMs? Most phones support that these days, especially multiple eSIM. And the plans are really cheap (at least where I live).

Personally switched from VZW to Google Fi. It's on TMOs network. As you can imagine, when engaging with Google's support was hilarious when there was something I needed, but overall I don't miss Verizon and pay drastically less.

US Mobile gets you QCI8 (same priority as Verizon postpaid) when you're on the Verizon network with a 5G device, and they let you pay for QCI8 on AT&T.

I was able to transfer eSIM for a lost phone using their website, I think the online carrier had run into that issue before.

They're all fungible if you aren't addicted to your phone.

Those startups eventually need legions of fools with which to easily part their money.

Centralizing support generally saves money.

There's a lot of reasons for this. One of them is that it tends to be a lot cheaper to have one building in Denver to host support people than to have many buildings in every city.

Besides that concept, they're selling telephone and data services. It makes sense to -- you know -- make use of them.

When we had a telephone issue back in the landline days, we didn't load ourselves up into the car and go to a store to get help from someone in person; we instead used the phone.

(That may have been done by using the neighbor's phone, but whatever. We still have neighbors and not all of them are dicks. And these days, we still have cell phone stores for those who can't empty the water from a boot. The days of brick and mortar cell phone sales are not, at this time, numbered.)

No. In the case of cell phone carriers, the only times in the past 10 years I have ever darkened the door of a retail store is times when the carrier was too incompetent to let me get my problem solved another way. For instance, there was a time at AT&T where if you had acquired a brand new unlocked iPhone that needs eSIM, you needed to receive a physical piece of cardboard printed with a unique QR code on it in order to activate it successfully.

I’ve been with US Mobile for years now and never once felt the need for a physical store.

With sims switching to e-sim there's basically no reason to have in person support for cellular service. There's nothing they can do, outside of what they can already do online or over the phone. Like, if you go to an AT&T store with a broken e-sim they can't wave a magic wand. They'll probably just reset it on their end, like they could do over the phone.

Well, you can't measure it, so it can't matter.

> I used to work tech support

Me too. Long time ago though. I get it.

But my problem and main point is that now L2/L3 doesn't seem to exist, or is way way harder to access.

When I did L1, I was trained to permit escalation. Now, it seems people are trained to gaslight people that actually nothing is broken and it's all their head.

Is this not begging the question that 99 out of 100 were wrong? This totally depends if the aim is the solve problems or to reduce support costs - which are not necessarily the same thing.

If only 1% of tickets ever got past level 1 then okay but I doubt this is the case in most places. And if you already tried to fix your issue online there is nothing more frustrating than being told to do so repeatedly while on hold.

I have an issue today where a service accidentally cancelled my package but still charged me. I asked for it to be reinstated or refunded, and three times I got the same identical automated output pretending to be a person, the fourth attempt is simply a credit card charge back and a lost customer

Nah, that doesn't wash. I can understand a default initial response for 99% of callers (a verbal FAQ as it were), but I do not accept the lack of breaking through. That is because managerial decree has mandated cost-cutting and chosen not to provide any real customer support.

After I exhaust the L1 flowchart I expect some real support. I've done my bit to prove it, I expect them to reply in kind.

The reality is that companies have gone on aggressive cost cutting to maximise profits, and customer support is absolutely included in that.

What next? Shrinkflation is because 99% of people expect smaller portions?

They know getting to L2/L3 support increases costs. Eg applying a refund when legally required, delivering what was contractually agreed etc.

Also, the more we accept people are 'dumb' and dumb down our interactions with them, the dumber everyone will get. Do teachers not need to believe in the capacity of children, lest education totally go to hell?

> don't know how to clear their cookies

Why do users even need to manually clear their cookies?

Yeah, this honestly scares me.

I'd rather die.