In late June 2007, Sprint Nextel began terminating wireless service for roughly 1,000–1,200 customers who repeatedly contacted customer care. Sprint said the calls were excessive and involved issues it believed had been resolved; contemporaneous coverage also described unresolved billing and technical problems. The episode was a dispute about both repeat calls and service failures—not proof that customers were simply abusing support.
What Sprint did—and when
Reuters reported that Sprint began sending termination letters on June 25, 2007. The company said roughly 1,000–1,200 customers were affected. At the time, Sprint had 53 million customers, according to figures reported by Reuters; that is a historical subscriber count, not a current one.
Sprint spokeswoman Roni Singleton said, “These customers were calling to a degree that we felt was excessive.” Sprint said some customers had called hundreds of times a month for six to twelve months about the same issues, which the company believed it had resolved.
How many calls were involved?
Reuters reported Sprint’s estimate that the affected customers collectively made about 40,000 customer-care calls per month. Separately, The Washington Post reported an average of 25 calls per month among the terminated subscribers, with some reportedly calling as many as 300 times monthly. These are different measures: the first is Sprint’s group-wide total, while the second is the Post’s reported average and high-end figure for terminated customers.
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Why customers kept calling
The Washington Post reported that calls were mostly about billing or technical problems that Sprint had not resolved to the customers’ satisfaction. Singleton told the Post, “The bottom line is that we were not able to resolve their issues.” The contemporaneous accounts therefore show a conflict between Sprint’s view that repeated contacts concerned issues it considered settled and reports that customers continued to face service or billing problems. The available reporting does not independently establish whether each customer’s underlying issue had actually been resolved.
What happened to customers’ accounts
The Washington Post reported that affected customers did not owe termination fees and had until the end of July 2007 to find another carrier. The reports describe a historical account-termination decision, not a general rule for wireless customers today.
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What this story does—and does not—say about Sprint now
The event and the company’s statements are documented in contemporaneous 2007 coverage. They do not establish current Sprint or successor-carrier policy. The headline “Sprint Fires Its Customers” was EE Times’ wording for the episode, not a direct quotation from Sprint.
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