Tsk, tsk t-mobile...surely you're not allowed to do this!

smoot

Hi,
I was wondering if anyone could help me with regards to what I’m entitled to.
18 months ago, I started a new phone contract with t-mobile. I was already with them and they told me my contract would be exactly the same as what I was already on, but with “web n’ walk” also. It wasn’t until my bill came that I realised it wasn’t exactly the same as my previous contract as I was now charged for accessing my voicemail. When I called them about it, they said that “free voicemail is really a thing of the past”, and I had voicemail removed from my account. The phone they provided also didn’t work properly. When I called them about it, they redirected me to a tmobile shop who sent me to a sony Ericson repair shop. I took the phone to this shop twice, and still had problems. I said to t-mobile that the problem had been worse, and since it had been faulty since I bought it, “couldn’t they just take it back and replace it”. They said no, so I had to send the phone back to them to be repaired, and it’s come back even worse. I phoned them so many times about my faulty phone and poor mobile broadband service. They said I could never get a replacement phone, and that I couldn’t leave until my 18 month contract was finished. It’s just about to finish now, much to my relief, but I’m looking for a new contract now and don’t want to be stuck in the same position with a faulty phone that doesn’t work and locked in a contract. How can I avoid this in future, and is there any way I can claim back from t-mobile?

(sorry I'm new so don't know if this is right place to post this)

fiish

Hi, welcome to the forums.

I'll try and address your points in rough order:

1. When you renew your contract, the terms and conditions would update to the prevailing ones at the time of renewal, particularly since you had an alteration in your package (added web n' walk). If T-Mobile told you at the time that the contract terms would be the same you would have been mis-sold.

2. Your problems with the phone being faulty have not been dealt with very well, as the phone was still faulty after being repaired. Other members can probably clarify this issue better, it is in my belief that some consumer laws have been broken here.

However that seems to be all water under the bridge now as your contract with them is finished. Since so much time has passed I doubt you can claim any compensation from T-Mobile, but you can always try writing an executive telling them how their experience has been, in addition to requesting your PAC

To avoid these issues in the future, you need to be more prompt and persistent when complaining if there are any problems. I think you'll have a better experience with any other provider, or maybe if you even give T-Mobile a chance they will probably do better for you.

Sid_Harper

I had the same with Flext when I renewed a couple of years ago and they'd started charging for voicemail - I phoned up and it was sorted quickly by retentions; they changed it to the old version of Flext on their system.

I'm not with them anymore though because they wouldn't give me any discount to stay with them (mind you, I had managed to get loyalty discounts to the point where I was paying £0.00 a month for 18 months - so I wasn't exactly good business for them!)