Starting later this month, some T-Mobile customers could see an additional fee when upgrading to a new device.
An image leaked to TmoNews suggests that T-Mobile is planning to launch an Assisted Service fee on July 31. In the leaked memo, T-Mobile says that the fee will apply to “the fraction of customers” that aren’t using JUMP!, JUMP! On Demand, or SCORE! and who upgrade to a new device in store or through customer care.
The $20 fee is meant to cover the assistance that T-Mobile reps give customers during the upgrade process. That includes help with selecting a device and performing the upgrade, transferring data between devices, and a new advanced SIM card. As for why it’s implementing this charge, T-Mo says in the leaked memo that it wants to “encourage” customers to use the self-serve upgrade options that it offers.
T-Mobile does point out in this leaked memo that there are ways to avoid the Assisted Service fee. Those include the JUMP!, JUMP! On Demand, and SCORE! upgrade programs, buying your device on T-Mobile’s website, or bringing your own device onto T-Mo’s network. Still, this fee isn’t likely to sit well with customers if it becomes reality, especially those that feel like they don’t need assistance when upgrading to a new phone.