TMUS · Earnings call · 2026Q3T · Full report

Customer Dynamics

T-Mobile US, Inc. · 2026-10-28 · Importance 20 · Surprise 24

Management said postpaid accounts and 5G broadband-only and fiber-only accounts structurally churn at higher levels than postpaid phone accounts. It also expects some residual churn impact from rate plan optimization, but said the impact in Q4 should be much more muted than usual. The company said these customer trends are reflected in its guidance.

Key facts

• T-Mobile expects Q4 account churn to rise seasonally, and broadband churn is higher than postpaid phone churn as broadband-only accounts increase.
• T-Mobile said port-in ARPUs are 20% higher than port-out ARPUs.
• T-Mobile expects sequential prepaid change in Q4 to be slightly higher, and said some higher-value prepaid customers are engaging more directly with postpaid brands.
• 84% of surveyed customers want more control over how their wireless plans are structured.
• T-Mobile said it has not seen a significant impact from AI agents on customer behavior to date, but is monitoring developments.
• Postpaid phone churn is structurally lower than the predictable churn of postpaid accounts and 5G broadband-only and fiber-only accounts.
• T-Mobile sees no sharply differential churn benefit from convergence beyond having more customer relationships.