Please tell me theres a way out of my T-Mobile Contract?

FU510N

I took out an 18month contract with T-Mobile in February with the G600, for £20pm i get £60 of credit (300 mins or 600 texts). But for the whole 6 months ive had it ive been plagued by awful signal everywhere i go and it sometimes takes hours to recieve texts from people, people often try to call me unsuccessfully and get sent through to my voicemail.

Luckily its only a side contract to my O2 one so i just hammer through the credit whenever i get a decent signal somewhere (which is hard to do without a horrible quality line and the risk of being cut off at any minute). I dont want to have to buy out my contract (£240? No thanks!) and i dont want to have to pay £20pm for another year for substandard service.

Customer services are totally unhelpful and say theres no way out, especially as i usually manage to run through my credit each month. I told them i just hammer through it whenever i get signal but they dont believe me, saying it would take several months to go by without the credit being used for them to even consider any kind of cancellation, and even then its highly unlikely

Is there anything i can do?

Many thanks in advance

pink_princess

are you sure you just don t want t mobile because of the o2 deal you ve been looking into (i smell a rat lol)

FU510N

pink_princess wrote: »

are you sure you just don t want t mobile because of the o2 deal you ve been looking into (i smell a rat lol)

No ive got no problem having two or more contracts its the fact im unable to use something im paying for, ive enquired on the AVforums about this a few months ago aswell but couldnt get much help

Cavey

When you connected to T-Mobile you agreed to receive their service and pay them a fee for that service for 18 months. They provide you with street check, which should tell you if a service is adequate, but if the service is not adequate they give you a number of days during which to cancel the contract.

Once you have accepted the contract, if the level of service they provide you with changes (by the operators actions (or I guess inaction) and without your agreement) I would expect for you to have a claim.

If T-Mobile promised the level of service would improve in your area (and you could prove it), you could again have a claim to terminate the contract.

However, if the service is just lame and you thought you would be happy with it and liked the phone, but have since got bored of having to lean out the window to text, you would have a weak case at best.

FU510N

Cavey wrote: »

When you connected to T-Mobile you agreed to receive their service and pay them a fee for that service for 18 months. They provide you with street check, which should tell you if a service is adequate, but if the service is not adequate they give you a number of days during which to cancel the contract.

Once you have accepted the contract, if the level of service they provide you with changes (by the operators actions (or I guess inaction) and without your agreement) I would expect for you to have a claim.

If T-Mobile promised the level of service would improve in your area (and you could prove it), you could again have a claim to terminate the contract.

However, if the service is just lame and you thought you would be happy with it and liked the phone, but have since got bored of having to lean out the window to text, you would have a weak case at best.

I got it instore and they ran a search on my postcode - 4/5 bars! They also told me i could cancel within 14 days. However when i got home it became apparant that the signal was actually temperemental and unreliable, for this reason and a few others i tried to return it a day or two later to cancel the contract, when i got there though i was told id been misinformed and contracts taken out in T-mobile stores dont have a 14 day cooling off period!

Cavey

FU510N wrote: »

I got it instore and they ran a search on my postcode - 4/5 bars! They also told me i could cancel within 14 days. However when i got home it became apparant that the signal was actually temperemental and unreliable, for this reason and a few others i tried to return it a day or two later to cancel the contract, when i got there though i was told id been misinformed and contracts taken out in T-mobile stores dont have a 14 day cooling off period!

The distance selling act (14-day thing) doesn't apply, but mis-selling a service does. You specified that it should work at that address. The representative for the company said it would be fine. It is not. I'd be arguing that it is not fit for purpose and that they provided you with inadequate information. I'd be fairly sure that was classed as immoral, so there should be some regulation covering it.

Also, I thought there was some policy whereby if you look it up on their streetcheck you are able to cancel if this is found to be inaccurate (ie the person who fobbed you off about the 14 day thing was actually being a little manipulative with the truth). The reason they have this system is so people can walk into T-Mobile and know they wont be lumped with a contract they cant use (or I thought that was the idea). If that is complete BS, I doubt T-Mobile will want it publicised.

Get someone to go into a T-Mobile shop and find out what the policy is on this. If you find it is the case that you could have returned the phone and the customer service person misinformed you, complain again.

And someone said something on another thread about a complaint reference number for elevating complaints to the regulator or OFT. Might be another string to your bow....

FU510N

Cavey wrote: »

The distance selling act (14-day thing) doesn't apply, but mis-selling a service does. You specified that it should work at that address. The representative for the company said it would be fine. It is not. I'd be arguing that it is not fit for purpose and that they provided you with inadequate information. I'd be fairly sure that was classed as immoral, so there should be some regulation covering it.

Also, I thought there was some policy whereby if you look it up on their streetcheck you are able to cancel if this is found to be inaccurate (ie the person who fobbed you off about the 14 day thing was actually being a little manipulative with the truth). The reason they have this system is so people can walk into T-Mobile and know they wont be lumped with a contract they cant use (or I thought that was the idea). If that is complete BS, I doubt T-Mobile will want it publicised.

Get someone to go into a T-Mobile shop and find out what the policy is on this. If you find it is the case that you could have returned the phone and the customer service person misinformed you, complain again.

And someone said something on another thread about a complaint reference number for elevating complaints to the regulator or OFT. Might be another string to your bow....

Nice! Ill have a look into it tomorrow

princessjessica08

The fact that it's been 6 months I doubt there is much T-mobile would be able to do. If the phone was found to be low signal where the streetcheck said it was good, then the store should have done something for you. If the signal strength is supposed to be good, and you called customer services, did you get to speak to Technical? Or did customer services tell you there was nothing they could do? I would have tried doing a refresh on your network (done by customer services) first, try the sim in another phone to see if the signal is still bad in the area (sometimes the phone can have an effect on how much signal you pick up). Then even doing a manual network search on the phone, see if you can pick up a better signal. Failing all that, the technical team would try somethings out to find out the problem. I work for T-mobile in customer services and hope this at least helps a little.

Jess

FU510N

princessjessica08 wrote: »

The fact that it's been 6 months I doubt there is much T-mobile would be able to do. If the phone was found to be low signal where the streetcheck said it was good, then the store should have done something for you. If the signal strength is supposed to be good, and you called customer services, did you get to speak to Technical? Or did customer services tell you there was nothing they could do? I would have tried doing a refresh on your network (done by customer services) first, try the sim in another phone to see if the signal is still bad in the area (sometimes the phone can have an effect on how much signal you pick up). Then even doing a manual network search on the phone, see if you can pick up a better signal. Failing all that, the technical team would try somethings out to find out the problem. I work for T-mobile in customer services and hope this at least helps a little.

Jess

I didnt get to speak to Technical, they were completely unhelpful . Customer services said there was nothing they could do and nothing i could do either. Ive tried the sim in different phones and despite there sometimes being a minor difference its still bad wherever i go.

Ill try and speak to technical services tomorrow, thanks a lot for your help

lawbunny

There is not a cooling off period if you purchased directly through a store (but there is if you purchase through telesales or website). However, if the store do a postcode check and issue you with a "streetcheck guarantee reference" which says they advised you there was good coverage then you can return the phone within 14 days and cancel if it is due to lack of coverage. This is probably what they were talking about; the staff in the store should have known this when you returned.

If you're having really bad problems and customer services and technical are unable to help try emailing [EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL]

princessjessica08

FU510N wrote: »

I didnt get to speak to Technical, they were completely unhelpful . Customer services said there was nothing they could do and nothing i could do either. Ive tried the sim in different phones and despite there sometimes being a minor difference its still bad wherever i go.

Ill try and speak to technical services tomorrow, thanks a lot for your help

Did it get sorted then? did they do anything for you?

I would proberly speak to a manager in charge if nothing was getting done before e-mailing customer relations. They may be able to sort something out quicker with less hassle of e-mailing details etc Of course, if the technical advisers aren't dealing with the problem, then e-mailing would be best bet