T-Mobile won't change my Flext plan

chattychappy

I'm a heavy user when I'm in the UK, but spend periods of time abroad. In the past when I've gone away I've called T-Mobile to go onto a lower plan. When I get back, I go back up again.

My last 18 month contract finished December 2008. On that contract was getting a discount instead instead of a new phone. I called them up and renewed the contract for another 18 months. Again no new phone, same discount. At that time I was on Flext 40. I've since gone up to Flext 50.

I called up yesterday as I'm going away, but the guy at the call centre claimed because I was still in the 18 month contract, I can only go up and can't go down - so I'm stuck on Flext 50 (or maybe 40, he wasn't clear) for another 15 months.

As far as I was concerned, I renewed on the basis of "the same deal as before" and these were the words I used.

Has anyone else had the same problem? I might spend several months out of the UK during the rest of the contract, so the extra cost of being marooned on a high plan is significant.

sporedude

T-mobile are correct, 1st September 2008 the policy changed about downward migration. Can go down on the 11th month of a 12 month, 17th month of an 18 month and 23rd month of a 24 month ect. As it was a policy and not a T+C they felt they didnt need to inform the customer base.

Buzby

It may have been your understanding, but T-mobile were badly hit by many of their customers getting free and discounted phones (or deals) then dropping their tariff. Measures were put in place that prevented this happening until 12 months were up, but in 2007 the company decided that this practice would end, and whilst you could trade up a tariff, you would have to stay on the agreed tariff for the agreed minimum duration.

This was fairer for those who paid more for their handset, but took a tariff that reflected their needs. Other networks operate similar restrictions, for example they will allow you to drop, but only once every 6 months.

You may not have been told about this, but it does form a part of the new T&Cs which you would have agreed to (probably unknowingly) when your new deal was struck.

sporedude

I heard they done it as a direct attack on dealers, Who where downgrading customers then buying out a contract.

chattychappy

Thanks for the answers. I spoke to another agent in Business Support, then to a manager. What they say reflects what you have said.

What was particularly annoying was that they said they'd got a note on their system that the agent had warned me no migrations were allowed and that I'd agreed to this. This was certainly NOT the case - I'm guessing the agent "forgot" and then typed in she told me when she hadn't. If she really had told me I could no longer switch tariffs, I wouldn't have accepted - the ability to change was that important. (I spent several months overseas last time around.)

They repeated that their policy had changed last summer, and I'd been advised of the T+Cs by post after renewal. My point was that the deal was done on the phone - I'd been clear that it should be the same as before and that therefore they should stand by it. In fact, I *think* when the agent asked if I still wanted Flext 40, I replied yes, but I'd probably change it later. I'm not sure of this.

Of course I regret not querying the letter now - but it doesn't explicitly state I'm committed to the same plan for 18 months, only that they don't have to let me change. I didn't think much of it, especially given the conversation.

Anyway, I pushed it as far as I could. But I don't have the evidence to prove what I'd thought we'd agreed - except for a contemporaneous jotting. They are going by what was entered on their system and say that it's too long ago (December 2008) to recover any recording of our conversation.

So I think I'm stuffed!

sporedude

Ahhhhhh, That bit about you being advised is all part of an automatic memo added to the account used when upgrading, Basicly the agent copys and pastes a small paragraph into the notes, saving them typing that kinda stuff out

chattychappy

Thought I'd update this.

I had one last go at T-Mobile before making a 3 month trip. A rather patronising manager said "Flext30 is the lowest we do now. I'll let you go down to Flext30 for just 2 months provided you agree not to dispute anything again or phone us again making the same request. After the 2 months I'll put you back to Flext50 and you'll stay there for the rest of your contract". (Bear in mind I was on Flext40 when I renewed the contract.)

I replied that "I agree to go back to Flext30 and return to Flext50 but I can't say I won't ask again". She replied "well then I won't do it - this is a concession I'm offering, we don't have to offer you anything at all". I then replied "OK in that case, under duress, I agree".

She said "hold on". She was away for a while, then returned. Lots of typing and then said "OK it's done".

Well, 4 months later I'm still on Flext30. They haven't put me back to Flext50 - seems they've forgotten. Or perhaps she told not to enforce the new rules, but didn't want to tell me.

Silly thing is, I would like to have gone back to Flext50, but feared getting stuck there and being away for a while again. So I've just cut my phone usage, and it looks like I'll be on Flext30 for the rest of the contract (another 10 months).

I think they've lost out more than me!

dvs

T-Mobile are funny! Thanks for the update.