Mis-sold T-Mobile mobile broadband by Carphone Warehouse

Rosie10_2

I've been told by t-mobile that I was mis-sold a mobile internet contract by the carphone warehouse nearly 2 years ago. I was unwilling and unable to stump up the £125 BT re-connection fee to get broadband so when the 'Web and Walk' USB appeared I went instore and asked for the full low down. I was assured, after a coverage check in my postcode area, that all was fine and the sales assistant said I would easily be able to upload photos and create a website for my fledgling business. From the start it could take anything from a minute to an hour, yes and hour, to load a page. Some days I would have a shower in the time it took to log into to my email account! I'm going back to uni as a mature student in just over a week and my connection just won't cut it anymore so I called t-mobile and explained that I had been told that it's the best I can expect from mobile internet but as I have no other way of connecting I wanted to keep a mobile connection but needed something faster if possible. I also mentioned that I had run my own coverage check on their website and it had said that my area had no coverage and so I wanted an explanation. I was told that there has NEVER been any coverage in my area and that I was lucky that I could even connect at all. The very helpful t-mobile customer services assitant also said that I should go instore and take things further as I am due compensation for a mis-sold contract, she made notes of this on my account which apparantly is available to the carphone warehouse. I'm sure I can claim my monthly payments back but what about my time? Also I live 10 miles from the nearest town but as I was unable to shop online, within the span of a normal human lifetime anyway, so I had to stump up bus and taxi fares during this time. My website never happened, after paying for my domain name, as it was impossible to upload photos and so I'm sure I have lost business. Any ideas before I unleash the fury instore?!! :mad:

I_luv_cats

Why have you waited so long to complain??

I think you have lost your argument as 2 years down the line!!

You need to check your paperwork for what you have signed up for and with Mobile Broadband you will get an UP TO SPEED (like with Home Broadband)

You could run it by Consumer Direct 08454 04 05 06 http://www.consumerdirect.gov.uk/contact (email via website)

omen666

lol, you expect compensation after two years of use? I cannot see you getting anywhere on this personally based on that alone.

angelfeet5

I think Carphone Warehouse are watching Twitter now. Might be worth shouting about it on there. Someone I am following was talking to someone on there. Think they said carphone in a tweet or summat

becksatcarphone

Hi all. Carphone are indeed helping customer via Twitter! I would like to help out with this complaint. I am part of the HLC complaints team. If you would like to pop your details and a brief description of the complaint through to cpwcare@cpwplc.com I will take a look at this for you.

Thanks,

Becks

Rosie10_2

I didn't wait 2 years to complain, I brought up my concerns with the store and I was told that's what you get with mobile internet. As I have super fast broadband at work (my full time job with a company, not my business) I was able to use internet banking etc daily there just not easily at home. I was stuck in a long term contract too so couldn't cancel til end of this month. T-mobile themselves have assured me that I will be compensated and have urged me to take the matter further with carphone, the sales assistant was 100% on my side, which doesn't happen often! And the tech guys gave me even more ammunition!

omen666

becksatcarphone wrote: »

Hi all. Carphone are indeed helping customer via Twitter! I would like to help out with this complaint. I am part of the HLC complaints team. If you would like to pop your details and a brief description of the complaint through to [EMAIL="cpwcare@cpwplc.com"]cpwcare@cpwplc.com[/EMAIL] I will take a look at this for you.

Thanks,

Becks

Suggest yuou read the forum rules and get registered with the forum team as a company rep. See here - http://forums.moneysavingexpert.com/showpost.html?p=3477020&postcount=19

Rosie10_2

It appears that emailing was not good advice, this is what I got in reply:


This is an automatically generated Delivery Status Notification

Delivery to the following recipient failed permanently:

cpwcare@cpwplc.com

Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 <cpwcare@cpwplc.com>... No such mailbox (state 14).

Fire_Fox

I think you've left it far too long! Just cancel the contract and walk away, as you should have right at the start. You aren't going to be able to prove loss of business when you never got off the ground in the first place, and you can't prove bus and taxi fairs nor can you prove they were directly related to the rubbish net access.

Rosie10_2

I see where u are coming from Fire Fox but T-mobile have said I can get compensation and have said this on my account notes so I'm definately going to try. Plus my business did get off the ground, it was already thriving when I signed up to this contract, and it did very well, I got business through my catering career and through a locally based national charity who invited me to be a sponsor and avertised for me as by getting me business they got a percentage each time. I also commissioned work for celebrities and fashion designers. I also got various awards for my work. I have hundreds of emails asking for a website address but a high percentage didn't follow up and order when I said I haven't got one. I'd send out CD's with pictures/media to the those that wanted. Don't get me wrong I'm not looking for a lot from them, I would like my payments back as t-mobile said I am eligible for them and they mentioned compensation for my time but a good will jesture will suffice for that, my mobile contract has expired maybe they would offer something free or discounted? I didn't want to mention this but I suffer from severe anxiety and depression and the last 2 years have been hell, this has prevented me from sorting issues like this. Complaining and facing issues like this has been impossible for me and it's only now i'm well enough to pick up the phone or see someone face to face and even now it's a no no somedays, that's why I wanted a online business as it gave me the freedom to work even with my illness.

Crabman

Fire_Fox wrote: »

I think you've left it far too long! Just cancel the contract and walk away, as you should have right at the start. You aren't going to be able to prove loss of business when you never got off the ground in the first place, and you can't prove bus and taxi fairs nor can you prove they were directly related to the rubbish net access.

Don't encourage the OP to not even bother, what sort of advice is that, given T-Mobile's comments?

OP it may be of use for you to get a 30 minute free appointment with a local solicitor (most offer this) given the potential complexity of any claim you may have. If they can handle any potential claim for you on a CFA basis then this will be easier from your point of view, if not, you'll get some decent advice from them which will help you decide what steps to take next.