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Mobiles.co.uk How to cancel Insurance and Gadget support?
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# 1
neas
Old 30-07-2009, 8:10 PM
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Default Mobiles.co.uk How to cancel Insurance and Gadget support?

Hi all,

Just got wife new phone with mobiles.co.uk and hopefully got my cashback too .

One problem though, is there was no way to remove the gaget and mobile insurance from the order (free for 1st month but we dont want it at all.

How do I go about cancelling the gadget support and mobile insurance? Is there a number to ring? Supposedly I have to cancel Direct Debit to stop mobile insurance... but how will i tell difference between gadget support, mobile insurance and my actual line rental?

Am sure someone else has gone through the same thing with mobiles.co.uk and used the correct process etc... So just wondering if i could get the exact protocol to follow so i dont get stung 10 quid at the end of 1st month :P.

Thanks all.
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# 2
jweb2k
Old 30-07-2009, 8:21 PM
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Who is the insurance with? Many of us on here will be able to point you in the right direction.

Your insurance should be a separate DD. Ring up and cancel though when you get the number, they're very persistent but after the 10th time of saying no they'll get the message. You'll get the usual spiel about a phone stolen every 4 seconds or whatever, just be assertive!!

And cancel early, even if they tell you "you've got it free for the month" etc, or try and reduce you down to just the 2.99 worthless policy....




Edit: I think it's http://www.m obi les.co.uk/insurance.html <<

Last edited by jweb2k; 30-07-2009 at 8:25 PM.
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# 3
Chrissybh0y
Old 30-07-2009, 8:30 PM
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I recently bought a fone through mobiles.co.uk as well, about 1 day later i got a letter thorugh from that gadget mob, i just called them and cancelled it without any hassle
Better to understand a little than to misunderstand a lot.
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# 4
drbesty
Old 30-07-2009, 9:33 PM
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I recently got a phone from mobiles.co.uk, got an email with both my policy numbers in, phoned up, cancelled em in 2 minutes and received confirmation in the post
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# 5
neas
Old 31-07-2009, 8:37 AM
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Thanks guys will ring as soon as i get policy numebrs cheers
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# 6
Mobiles.co.uk company representative
Old 31-07-2009, 8:41 AM
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Quote:
Originally Posted by jweb2k View Post
Your insurance should be a separate DD. Ring up and cancel though when you get the number, they're very persistent but after the 10th time of saying no they'll get the message. You'll get the usual spiel about a phone stolen every 4 seconds or whatever, just be assertive!!

And cancel early, even if they tell you "you've got it free for the month" etc, or try and reduce you down to just the £2.99 worthless policy....
Full information should come through the post for both within a couple of days.

Top tip - certainly for ourselves, and probably for most, cancelling the relevant DD with your bank also cancels your policies and saves you the hassle of the phone calls. According to the Direct Debit Guarantee (i.e. to be covered by it) you should also notify the companies involved by writing that you have done this - an email is of course suitable.

Just be careful to cancel the correct Direct Debits, as e.g. Orange, O2 and 3 all charge for non-DD billing.

HTH,
Ben
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# 7
neas
Old 31-07-2009, 11:47 AM
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thanks mobiles.co.uk

Might consider the insurance for it but to be honest its 5.99 or 6.99 insurance for a phone thats worth 30-40 quid :P so not worth it really hehe.

And gadget support is good is i wasnt a engineer by trade... so gadgets and gizmos are my thing.

Will ring them up and also cancel the DD if i see them appear :P
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# 8
Hutchinsfairy
Old 15-02-2010, 11:17 AM
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A few notes from mobiles.co.uk/Insurance_FAQ.pdf
"There is an excess of 25 on each and every claim except where your phone is connected to a 3G Network, where the excess is 50 on each and every claim."

"this insurance does not cover"
-"breakdown which occurs during the manufacturer’s warranty period"
-"loss of the phone, consequential loss"

Also theft will not be covered if the phone was visible in your car, your car was unlocked, your house was unlocked or if no violence or threat of violence was used (i.e. will not cover pick-pockets).

Finally:

"You have a right to cancel the insurance by giving written notice of cancellation within 14 days of the receipt of confirmation of insurance cover to the Citymain Administrators Limited (“the Administrator”) at P O Box 116 Ryde PO33 2WX quoting your mobile phone number."
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# 9
Mobiles.co.uk company representative
Old 15-02-2010, 11:28 AM
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Hutchinsfairy,

Those terms relate to our old insurance cover, which was with Citymain. The current cover, arrange via Phonecare, has different terms (also available from the site).

Regards,
Official Company Representative
I am the official company representative of Mobiles.co.uk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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# 10
dylanlewis2000
Old 03-03-2010, 10:13 PM
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i honestly cant see how this is legal, surely it should be an opt in, not a "we will put it on and you can cancel it if you dont want it" scam. Grrr, i wouldn't mind ordering a phone with them but stuff like this puts me off!
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# 11
Mobiles.co.uk company representative
Old 04-03-2010, 12:51 PM
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Hi there,

Both insurance and a gadget helpline (especially given the rise of smartphones) we feel to be useful services, and both have a 30 day initial period that is free of charge to see if you agree. Cancelling both services is straight-forward and if done within the 30 days means you won't pay a penny, but will still have the peace of mind this coverage brings.

Thanks for the feedback, it does make a difference.

Regards,
Official Company Representative
I am the official company representative of Mobiles.co.uk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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# 12
OneADay
Old 04-03-2010, 1:09 PM
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Quote:
Originally Posted by Mobiles.co.uk company representative View Post
Hi there,

Both insurance and a gadget helpline (especially given the rise of smartphones) we feel to be useful services, and both have a 30 day initial period that is free of charge to see if you agree. Cancelling both services is straight-forward and if done within the 30 days means you won't pay a penny, but will still have the peace of mind this coverage brings.

Thanks for the feedback, it does make a difference.

Regards,

Oh come on - Gadget Helpline is a complete and utter load of tosh - money making scheme aimed at conning those not fully clued up into paying for something which they can readily get free through the internet.

Its the new PPI - mis-sold without any option to choose not to have it (and eventually one of the clever brain cells in parliament might draft a bill to outlaw the practice).

If anyone wants gadget help, they google it or come to forums like this.
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# 13
Mobiles.co.uk company representative
Old 04-03-2010, 1:29 PM
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Thanks for the feedback, but have you actually used the service? It's very, very useful, very clued up and for a lot of users a much better alternative to trying to plough through pages of unhelpful Google results. It covers every 'gadget' you own, from a games console to a DVD player to getting your new mobile connected to your laptop via bluetooth.

At the end of the day it's a free trial, and can be cancelled at no cost and without hassle yet adds value to our offering by giving customers access to people who, franky, are much better informed about the huge range of products and technologies out there than we could ever hope to be.

Thanks,
Official Company Representative
I am the official company representative of Mobiles.co.uk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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# 14
OneADay
Old 04-03-2010, 1:34 PM
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Thats the thing I do not need to use it but every time I get a new phone, I end up with it being added to my order regardless of whether or not I need it.

The only good thing about it is that you can cancel it online (if you search around on how to). So not as bad as the insurance which too is added without question and can only be cancelled with 0870 calls (many phones cost a lot less than the cost of the insurance over the period of the contract).

Now I can understand the need to make money for any company but its not fair on customers to be provided with a product they have no option to decline at point of sale.

There are plenty of cases where people end up paying for these things without realising they needed to cancel it (which is like the PPI mis-selling).
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# 15
Mobiles.co.uk company representative
Old 04-03-2010, 1:39 PM
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Insurance can also be cancelled online, although bizarrely I would be breaching FSA regulations if I provided a link (honestly - not allowed to advise on insurance products).

Try google - it's on the main CPW site.

From experience refunds are fairly freely given by Gadget Helpline if you honestly didn't realise you had to cancel and the first payment is taken.

Regards,
Official Company Representative
I am the official company representative of Mobiles.co.uk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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# 16
rolo1
Old 04-03-2010, 2:27 PM
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Quote:
Originally Posted by Mobiles.co.uk company representative View Post
Insurance can also be cancelled online, although bizarrely I would be breaching FSA regulations if I provided a link (honestly - not allowed to advise on insurance products).

Try google - it's on the main CPW site.

From experience refunds are fairly freely given by Gadget Helpline if you honestly didn't realise you had to cancel and the first payment is taken.

Regards,
Hi

I cancelled both products via phone, no problems. However I subsequently recieved a confirmation via letter that the gadget support ins was cancelled but only recieved verbal confirmation that the phone ins was cancelled.
I have noticed an active DD with my Bank to CPW (set up 3 days after mobile contract taken out). I assume this was for the phone ins as I have no other DD to CPW. Should I cancel this active DD myself on-line, just in case?
regards
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# 17
OneADay
Old 04-03-2010, 3:01 PM
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Quote:
Originally Posted by rolo1 View Post
Hi

I cancelled both products via phone, no problems. However I subsequently recieved a confirmation via letter that the gadget support ins was cancelled but only recieved verbal confirmation that the phone ins was cancelled.
I have noticed an active DD with my Bank to CPW (set up 3 days after mobile contract taken out). I assume this was for the phone ins as I have no other DD to CPW. Should I cancel this active DD myself on-line, just in case?
regards
Similar sort of thing with insurance. I cancelled it on phone but it was a bit too late, the DD had been set up. So phoned back to confirm it was cancelled (which it was) and then deleted the DD from my account. So my advice would be to just double check that your gadget thing is cancelled (most likely it is). Actually if you visit

https://secure.tmti.net/vip/

for gadget helpline cancellation and you can verify it is cancelled.

Last edited by OneADay; 04-03-2010 at 3:04 PM.
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# 18
Rachel2390
Old 19-03-2010, 6:42 PM
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Hi, I just wanted to add my comments to this thread. I ordered a mobile for my daughter through mobiles.co.uk. Unfortunately there was no option available not to accept the free one month insurance policy for the phone. However, I contacted the number as specified in the insurance policy documents sent to me via email prior to the end of the free month and was verbally informed that the policy was cancelled and as stated received a letter in the post a couple of days later confirming the cancellation. I was even told that I had several days left of the free insurance if it was required!!
So I was not very impressed when I checked my bank statement online today and noticed a payment to TMTI for 17.94 (first payment). I was racking my brains for a while before googling it and obviously came up with the thread on here. Other people have suggested that it is the fault of he customer.....but I did what I needed to do and they have still taken money from my account. I will be ringing them on Monday requesting an immediate refund armed with my cancellation confirmation letter. MY letter was received from a company calling themselves 'Geek Squad'.
I think these companies work on the basis that people do not check their statements and get away with stealing hundreds of pounds from peoples bank accounts. NOT FROM MINE!!!!
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# 19
OneADay
Old 19-03-2010, 7:09 PM
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Quote:
Originally Posted by Rachel2390 View Post
Hi, I just wanted to add my comments to this thread. I ordered a mobile for my daughter through mobiles.co.uk. Unfortunately there was no option available not to accept the free one month insurance policy for the phone. However, I contacted the number as specified in the insurance policy documents sent to me via email prior to the end of the free month and was verbally informed that the policy was cancelled and as stated received a letter in the post a couple of days later confirming the cancellation. I was even told that I had several days left of the free insurance if it was required!!
So I was not very impressed when I checked my bank statement online today and noticed a payment to TMTI for 17.94 (first payment). I was racking my brains for a while before googling it and obviously came up with the thread on here. Other people have suggested that it is the fault of he customer.....but I did what I needed to do and they have still taken money from my account. I will be ringing them on Monday requesting an immediate refund armed with my cancellation confirmation letter. MY letter was received from a company calling themselves 'Geek Squad'.
I think these companies work on the basis that people do not check their statements and get away with stealing hundreds of pounds from peoples bank accounts. NOT FROM MINE!!!!
The insurance and gadget helpline (TMTI) are two separate things (operated by different companies).

Both have to be cancelled separately. From what you are saying, you cancelled the insurance but not the gadget helpline.
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# 20
Silk
Old 20-03-2010, 12:34 AM
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Quote:
Originally Posted by Rachel2390 View Post
So I was not very impressed when I checked my bank statement online today and noticed a payment to TMTI for 17.94 (first payment)
17.94 ????????????
Whats 17.94 for ? is that a month
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