I have had them for 6 years. Live near Firewheel. Highly recommend.
Very seldom have problem. Love the spam blocking feature.
I have used them all over Europe, Australia and New Zealand. There is no extra charge for that.
Only problem I have with them are the store front locations. They are franchises I think, loaded with high pressure former used car sales people/jk (my experience with Verizon was the same.
Suggest you deal with them via the Tmobile website or 800 number.
EDIT- Not sure of other providers but I went to TMobile because they were month to month...no contracts. If they don't do they right thing, tell them adios. Perhaps others do that today, but they were the first.