Interestingly, just a couple of months ago T-Mobile had great online customer service -- you could log into your account and open a chat with a customer support

Interestingly, just a couple of months ago T-Mobile had great online customer service -- you could log into your account and open a chat with a customer support person. They removed that in favour of a generic "support community" based on Jive. So now you have to "start a discussion" if you have a problem, or, annoyingly, call their support line.