Fresh mobile closing

cyru

Let's say O2 was to become defunct and end their mobile service (highly unlikely I know!); after selling you a PAYG locked to their network...then obviously they could offer a FREE handset unlock code as their service has gone and your valuable phone is now useless!

On the contrary if their service was remaining active and one voluntarily decided to leave, then said network is quite right to charge a fee to unlock their handset.


Now here's the problem I ring Fresh and explain the issue, noting that I have 3 handsets all locked to T-Mobile (their network provider), as T-Mobile provision Fresh with their network.

Now due to above paragraph, Fresh themselves can't supply an unlock pin directly because the phones are T-Mobile locked, yet Fresh compatible. So the only other option is for Fresh to credit me a cheque to the cost of unlocking my handsets!!

Now this is bad for them with many thousands of their customers being in the same boat....and I've discovered they're trying a new tack it seems! Yep to dissuade us folk from holding them to account about this, they quickly mention the options of looking online for unlocking solutions or going to your local unlocker...the cheek?!

The 2nd time I tried the manager's direct line, but it was offline as I then was told he wasn't in today, but to try tomorrow after 10:30. I call at 3pm and again his number is "temporarily unavailable"... so after 3 calls of talking with the bottom feeders I noticed the same pattern emerging, (mentioned in prev. paragraph). I made this clear to the last fella, and he admitted we're instucted to say this, as their rules don't allow them to credit customers for this situation, and they themselves can't provide an unlocking solution direct!!

Some thinkers among us, may find it hard to see where the blames lies or that it's just one of those things. My argument being I don't see why as a 'piggyback' provider; Fresh can attempt to shirk its responsibililty.

I mean you can't blame the head honchos for instructing the call staff this way.....they're naturally exercising damage limitation, and don't want to be culpable for the mess created from a lack of foresight. Then again, to avoid such a problematic situation, they should have forced out an agreement with T-Mobile to provide their unlock codes for customers FOR if/when this particular/exact situation arised.


So anyway...I'm gonna wait and see if I get any luck with the manager.

will-in-estoril

If it is their own lock I agree with you.

However, if you have bought a T-Mobile handset, discarded the sim and used it on Fresh Mobile you are pushing your [STRIKE]lock[/STRIKE] luck to expect either of them to do it for you.

meabby

on a slightly different theme, has anyone else on fresh noticed a big decrease in the quality/amount of reception on fresh? - i can walk around where I live all day with no reception at all being picked up. or is it just a coincidence and nothing to do with frsh services at all?

coffee.head

Requested my PAC and balance of account at the start of the week. PAC can take 7 days, so I phoned them back this evening to see if the PAC was on their system.

To start with, they requested 3 phone numbers I'd dialled recently as an ID check. Since the phone is for occasional use that took a while (and I've never been asked for that before). Then they claimed I hadn't asked for a PAC. Then they said they couldn't refund the balance of account - it's in the terms and conditions. They couldn't tell me where (I've followed the threads and read the T&C, I know they're wrong, but they were insistent).

They're going to text my PAC to me sometime in the next 7 days. Apparently I can still receive texts (huh? I don't believe that either).

Has anyone else out there received their refund/PAC? Any suggestions for how I proceed?
:mad:

Like-a-Dream

Thousands of 'Fresh' Mobile customers lost their mobile service on Friday 19th March when their mobile phones went dead. Then they found out their phone numbers had been given to someone else and all their calls and mobile bank details were being sent to another former 'Fresh' customer. Oh, did I mention that Carphone Warehouse are also withholding pre-paid credit from their Fresh customers for almost a month!

Carphone Warehouse chose to close the 'Fresh' mobile network then told customers they would lose any unspent credit on 'Fresh' unless they spent it before being cut off.

Customers chosing to move their numbers to TalkTalk were offered a £5 'free credit'. If they had at least £5 of credit pre-paid they weren't told this would actually be their money and neither were they told until a few days ago that Carphone Warehouse would withhold all but £5 of their credit until 15th April.

NOW the BIGGEST Carphone Warehouse mess up EVER is that hundreds, maybe thousands, of customers moving to the Carphone Warehouse TalkTalk network began receiving calls for other people from 19 March. The 'Fresh' number that they were told they could keep had been given to someone else and they'd got someone else's number or lost their number in a big pot of unallocated numbers.

So, when you get the text messsage from Jo telling Colin she won't be in to work on Monday call her like I did to let her know Colin's number is on my phone and Colin is one of the thousands of people that Charles Dunstone's people at Carphone Warehouse are messing up big time!

geoffd

Think I`ve just had a run in with Talkmobile , Been with Fresh for a while now and had £23 credit up to last friday Changed to Freshmobile as requested by text now find I`m disconnected totally . Operator at Freshmobile says I did`nt input my code .so I haven`t received my new sim card ,the bit I dont understand is they say I have used up all my credit on line which I dont use ! TESCO here I come !

Like-a-Dream

Thanks to Carphone Warehouse for giving Colin back his mobile number that you wrongly assigned to my Talkmobile SIM. Now when are you going to assign MY Fresh Mobile number to My Talkmobile SIM?

And what about our other mobile that still has Brenda's number? When are you going to give her mobile number back and when are you going to give us the Fresh number you undertook to PAC to that Talkmobile SIM?

5 days of no service so far on Talkmobile. 5 days of lost calls. 5 days of lost opportunities and all thanks to the negligence of Charles Dunstone's mobile phone network operators messing up 'thousands' (cpw customer service quote) of Fresh customers migrating to Talkmobile.

If Charles Dunstone had to pay out of his own pocket maybe he'd care more about sorting this problem out for his customers.

coffee.head

Interesting Fresh T&C's here:
carphonewarehouse.com/support/company-information/fresh-payg-terms

(I'm a newbie, and not allowed to post links. The trouble I had posting the above).

I missed this one first time round...
1.8 If you spend less than £1.50 in any month, you will be charged £0.60.
(also see 6.11, which expands on it). I didn't realise they were bleeding 60p/month out of my account.

Best check the T&C's of your new operator, folks.

coffee.head

Re: getting our money back...

Since we've paid for a service which Fresh are unable or unwilling to deliver, which legislation provides protection against Fresh making off with our cash?

Is it the Sale of Goods Act 1979? Or the Supply of Goods and Services Act 1982? Or something else?

dannynolan

I have had my number ported through to CPW from Fresh.

I now wish to go from CPW to somewhere else - Asda probably. I will get myself a new basic phone.

Questions

1. Has any ex-Fresh customer done this Fresh to CPW to somewhere else transfer successfully? Did you get your credit back from CPW?

2. Another option is to buy a cheap phone of CPW and stay with them for a couple of months. Would I then be able to take this phone somewhere else and leave CPW. I would ask CPW this, but they'll just lie to me.

Thanks