T-Mobile Mobile Broadband

kshanp

Help, I took a contract with T-mobile for their mobile broadband with a dongle thingy for the back of my laptop last July for an 24 month contract. At the time I was living somewhere else and it worked fine, albeit slow (but I couldn't get any internet access any other way there). I then told them I was moving house and gave them my new address details, when I eventually moved, I couldn't get the mobile broadband to work - I contacted them by email (as I had internet to the house this time) and I never really got any helpful reply from them. I put the sim card from the dongle/usb thingy into my mobile phone - no signal - I took it to work - signal! I then emailed them again, saying I had no signal here - they insisted it was a 'technical issue' and wanted me to do lots of checks via my laptop - but nothing worked - I had given them my postcode on 3 occasions at this point! Then I decided to go onto their website and check the coverage and lo and behold - there is none where I live! I want to cancel my contract which is costing me £15 a month as I can't use the mobile broadband here and so there's no point me having it!! They want me to pay over £200 to cancel the contract!!! They also did a coverage check and confirmed there is no signal - so why couldn't they have done that initially!!!! I have been paying £15 a month since January, for something I can't use - where do I stand on this??? They either want me to get someone else to take it on (but funnily enough, there's barely any coverage here) or pay up to cancel the contract - HELP???
Have I got any otherway out as I am paying for a service I can't use?? Not my fault there's no coverage here and they certainly never mentioned it when I first moved, even though they had my address and postcode for at least three months before I realised why it wasn't working!!!

James123_2

I recall a similar case highlighted by BBC's Watchdog programme - about six months ago. It might be worth visiting the BBC site for further information. I seem to recall that, after a long argument, the ISP gave way to the user on the grounds that they couldn't charge for a service which they were unable to supply. As such, a precedent has already been set here.
I'd suggest putting your case in writing to the MD of the ISP concerned. (A quick google will suffice for this info') The bods in call centres have little room for discretion in such instances so I'd always go to the 'top' man. Send it Registered Post and tell them that you've received interest in highlighting the story from the BBC. This got results from me for an unrelated problem with my own ISP.
I think you should stand your ground - the Contract is two-way. They can't charge you for something they themselves can't provide.
Good Luck!

Jemma-T

I think you should sit down, write a really good email and send it off and if it doesn't work speak to someone higher up. And keep going.

If you'd be happy trading in the contract for a normal SIM or ADSL (if they do it) then tell them.