Most people don't have alternative phone access, aside from at their jobs, so it feels like a big deal to be out of service. For two weeks. Spending more than 5 hours on the phone, sending more than 10 emails. Being charged extra money to switch between a "Warp 5G" and "GSM LTE" sim card just to see if it works. All while being lied to that this money will be fully refunded. At least, it felt like a big deal to me. When things work, they work, and when they don't you speak to a different customer service person every day who is entirely unfamiliar with what has already been attempted and who made what promises. They don't really seem to understand technology better than the customer, and so they make you jump through the script over and over again. Rather than issue refunds as promised, they will try to give a discount on future service to force you to stay for a few more months. On social media they seem very responsive, but they send a public message and privately never contact you.