Tmobile changes fair use policy to 500MB?

poonab wrote: »

t-mobile don't seem to know their a**e from their elbow.

spent this morning try to get out of them whats going on and finally got this:

I can concur. I've tried to use my press status to get stuff out them, but it's all nonsense.

What you said there is my understanding for now.

I am on Web'n'Walk Plus (aka Internet Plus in my online account), and pay £4.25 per month for the privilege. I do get a rebate of well in excess of that, as I negotiated a custom deal, which was built up from parts of different packages, but I get a £5 loyalty discount to make up for "paying for" internet.

No notice received, and my contacts with T-Mobile (the ones that sounded genuinely wanting to help) were all going down this line.

Sounds like the 1GB FUP is being reduced to 500MB.

I seriously wish T-Mobile would let me make the announcements for them. I could have saved them a load of this hassle, and bad press, as it's all 3GB android users that are up in arms. If they're not affected, tell them so, and stop avoiding my questions

As an aside, I would point out their claims are nonsense regarding being the only network not charging for exceeding FUP. One word, and it's a number... 3. 3UK don't charge you for exceeding the FUP/limit on their unlimited account, as there isn't one

I have asked them to retract their statement, but it seems there's nobody with authority to speak there just now... Shame really, as T-Mobile phone staff have always been flawless. I still have the team number for the saleswoman who sold me my contract 18 months ago, as I have directed all my friends direct to her, to help her with her "targets", as she was so helpful to me.

All T-Mobile CS staff that I've spoken to have been flawless. Until yesterday, their twitter people were good too. Now I am seriously wondering what on earth is wrong with management up there... Who made the decision, and why won't he come and do an hour on twitter, explaining it to those who have questions?

If I am write with my understanding in agreeing with the post above this, then there's no reason not to be honest. It's affecting less people than intended if it's true, so let's get some honest answers... Seriously, they just lost a 100% satisfied customer, as I'm moving on, as they can't communicate.

At least I have internal contacts at 3 UK, so could get something like this at their end clarified nice and fast, but my sources are taking forever to get anywhere with T-Mobile No clear guidance from what I understood yesterday...

ruggedtoast wrote: »

Haha. That's really funny. He must have worked for Vodafone before. No, I very much doubt if you call again that the next person will know anything about it.

Turning the phone on and of was a nice touch though, and ensured you had to end the phone call to do it.

Haha...

Go to your online panel, and see if anything has changed in "Your Services", as that's where they change things.

I advise anyone calling to get a record of before and after, so they can see what happens. Look for anything like Internet Plus, Web'n'walk Plus, anything about 3GB, and also look for a £5 monthly recurring discount (they bill me for £4.25/month +VAT, and give a discount of £5, meaning I pay for internet, but get an overall reduction accordingly)

Spent a significant amount of time trying on the phone, and they wouldn't budge. Interestingly they relied on clause 8, not 7: that we agree to "any" Fair Use Policy. I don't think this even slightly stands up: it equates to changing the contract terms ad hoc, and it also doesn't invalidate 2.11.2.

Beyond this they (including a manager in Cancellations) just repeated that "it's legal" and that it's been approved by Ofcom.

I then called Ofcom, who have advised me:

• that they do not approve FUPs (i.e. the above is completely untrue);
• that I should follow T-M's Code of Practice to complain officially - see p5-6 - you must speak to a Manager, and then write to a different address from the one in the contract (Tyne & Wear);
• that if/when my suggested resolution(s) are rejected in writing, it can go to the Ombudsman;
• of the existence of Ofcom's General Conditions, which back up T-M's own terms in stating your right to cancel without penalty when a change is of material detriment - see 9.3 (b).

I think this is probably the way to go. Technically you do need to have made contact with a Manager before you write the letter.

I'm not sure it's really worth trying the 2.11.2 cancellation letter/Hatfield address now, as I expect they'll just stonewall you as with the phone staff, and you won't have followed the Code of Practice (unless you do both).

Edit: Oh, and I was also told I was being 'given notice' on the phone of the change, and that I would receive a text later. So I now have any notice that may have needed to be issued prior to writing.