T-Mobile Won't Let Me Cancel - Terrible Signal

keithm0911

Hi there, newbie after some advice.

Basically the signal I get on my mobile, which is on contract with T-Mobile is terrible, particularly in my house, where it is virtually none-existent. I emailed T-Mobile about the problems I've been having but their response was basically along the lines of, 'We can't help you, however you're in a contract and you must honour this.'

I have phoned them this evening too, explaining the problem again, all I got was a figure which I would have to pay to cancel the contract. And during this call, I was cut off twice due to the poor signal! Even the operator agreed this was rediculous but his hands were tied, if I wanted to cancel I would have to pay the fee. Contract has 6 months left to run by the way.

I don't however see why I should continue paying for / pay a cancellation fee for a service which I essentially am not receiving. I have heard of people avoiding the fee if the signal is this bad, but how would I go about doing this. I have now written to, emailed and phoned about the problem and not got any further. Any ideas / letter templates would be much appreciated.

Thanks in advance, Keith

epz_2

If you have recently signed up to the contract then cancel, if not you left it too late.

A phone contract is mostly a loan on the handset cost + about £10 ish a month for the calls. If you bought a telly on the never never you wouldnt call up sony if there was nothing to watch.

Tiffster

Same issue for me, signal where i am is shocking. No signal in my house even outside it's iffy, but like you i have 6 months to run on the contract.

My route has been to give to phone to someone else who will use it in a different location and pay me each month the money due whilst i move on and get a new deal with Vodaphone.

I won't be going back to T-mobile again, complete pain in the !!!!.

Esqui

If it's always been bad signal, you should have let them know early on (they have a cancellation period for reasons such as this...14 days, I think).

If it was previously good signal and now it's vanished, it might be worth asking them what is going on. If there's no reason for the loss of signal, or they are unwilling to do repairs or upgrades as necessary, then you may have a better case. But if this is the case, ask them to restore the signal you had before.

lhwjud

http://www.telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/telecoms/4700041/Mobile-phone-customers-who-cant-get-reception-could-sue-after-landmark-case.html

nikki2804

If there has always been a bad signal then why have you waited this long to tell them? Don't think there will be anyway out of the contract.

I'm with Tmobile and my OH who is on O2 generally has a better signal than me at home but other times its me. Its really swings and roundabouts. Ive been with Tmobile for 4 years now so they can't be that bad. There CS in store is horrendous but there call centre staff seem fine.

BTW if you email complaints then youll get to deal with one person, they at least know what your talking about each time you phone. I got a substantial discount on my contract because of the nature of my complaint. maybe thats the reason I'm still with them .... oh well.

Photo_Stylus

6 months left to run? 12 month + contract.

That is a bit late to be telling them the signal quality is poor, Have you moved since you took out the contract?

Whitewillow_2

when did you take out the contract, in all fairness, if you havent moved and you have 6 months left either -
a) your signal has always been bad but only now youre reporting it
or
b) your signal has deteriorated over the last few days/weeks

it depends on what the full situation is as to what your rights are, we need the full story before we can help

DarkConvict

Phone operators never like to let you cancel due to poor signal, you can only get out of it for 2 reasons.

1) It was poor when you took out the contract, but there system said the area had coverage, but you must notify them ASAP, 7 days usually, sometimes upto 14.

2) The fact that coverage has been lost from your area, so you had signal but now you don't such as a mast malfunction or removal of a mast altogether. In this case they will argue about it, and you must give then sometime to verify+rectify the signal but if they don't then you can cancel as they have reduced their service and thus devaluing the contract to you. It helps if others in the area have the same problem now. It can be a fight but you can get out this way.

But, if you always had a bad signal, then after the 7 days, you cannot cancel.