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T Mobile.... Update, Result!

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Edit: See Post 3

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  • pulliptears
    pulliptears Posts: 14,583 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    see post 3
  • pulliptears
    pulliptears Posts: 14,583 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Update:

    I have spoken to OH who originally set up the contract, and this is what has happened:

    DS's contract was due to expire in February

    OH Called T Mobile on 24th January and asked the customer service advisor's if there was a better package available for DS's uses.

    T Mobile customer service advised of the Solo 15 plan, which included free unlimted texts and 350 minutes of calls. At this point service advisor told OH the package included unlimited internet. OH took the deal, due to start today, 11th February.

    saturday 7th February DS bought himself a £90 phone in anticipation of the free internet starting today.

    Wednesday 11th Feb, 4.30pm DS receives a call from T Mobile Customer services advising that there has been a mistake at their end which they realised when they try to apply the unlimited internet to the package today. DS is told the Solo 15 has started today as planned, but without the promised unlimited internet.

    Called customer services who have admitted that this was their mistake. T Mobile could not offer an explanation as to why its taken 3 weeks to realise this. I pointed out that on the basis of the contract DS had now bought a mobile phone that a large feature of was no of no use to him.

    I requested T Mobile upgrade to the Solo 20 contract that does have all the features offered and only charge the agreed £15. After an initial refusal this has now been passed to account management for a call back tomorrow (cant see it myself).

    In the meantime, I have called notice on my contract due to expire next month, and if I dont get a reasonable soloution to this I will be taking PAC codes for both phones and leaving. I have been with them for around 7 years!

    Can anyone offer any advice it would be greatly appreciated. I have a very gutted teenager at the minute.
  • Are you saying here that at some point between 24th Jan and 11th Feb T-Mobile have changed the T&C of Solo 15 and that it is no longer offered with free internet ?
  • pulliptears
    pulliptears Posts: 14,583 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    illuminate wrote: »
    Are you saying here that at some point between 24th Jan and 11th Feb T-Mobile have changed the T&C of Solo 15 and that it is no longer offered with free internet ?

    basically, yes. The CS advisor offered the package with free internet on the 24th, but when the contract came to start yesterday they called and said the free internet was now no longer included.
  • gabyjane
    gabyjane Posts: 3,541 Forumite
    Hi just wanted to say i got solo 15 contract a couple of weeks ago and as a rule there is no internet included if they offered this and have now changed their minds then that is fair enough but looking at my paperwork (and not sure what yours says) it doesn;t include so they may just be able to get away with a sorry..sorry!
  • pulliptears
    pulliptears Posts: 14,583 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    From what I gather, when OH called them they agreed to match a similar deal on 3 mobile, which is why we agreed to the Solo 15. Now it seems they are saying they wont match the deal, despite agreeing to this and taking from the 24th Jan to the 11th Feb to inform us!
  • pulliptears
    pulliptears Posts: 14,583 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Amazing, called T Mobile back after some consideration to move up to the Solo 20 plan on both contracts to be told that the unlimited internet advertised with that package is:

    "New customers only!"

    Sorry, but T Mobile can now kiss my backside. If thats how a long term customer is treated I wouldnt recommend them to my worst enemy.
  • pulliptears
    pulliptears Posts: 14,583 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Update to this!

    I was given a contact email for the MD over on the mobiles forum, I emailed not expecting a great deal.

    Received a phone call over the weekend from a staff member at the directors office and amazingly they have apologised and agreed to honour the contract as it was sold to us. DS now has his solo 15 at the agreed price with unlimited internet.

    Happy teenager! Worth its weight in gold. Well done T Mobile!
  • poppyjay
    poppyjay Posts: 460 Forumite
    pulliptears could you pm me the md email address as i have had the same thing happen with solo plan was told in store we would get internet and paid for a phone while we were there for the internet.
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