T-Mobile - calls to 07404 (Lycamobile) excluded from allowance

chattychappy

aussie-in-london wrote: »

Hi chattychappy, yes I spoke with Ofcom and they haqve given me a case number and advised me to write to T-Mobile directly via recorded delivery which is what I am doing today. THey seem to be getting a large volume of calls now as the associate I spoke with knew all about this issue. He advised it is purely a commercial decision from t-mobile and that it has nothing to do with it not being a recognised ofcom number or anything else. Dave

Thanks for the update.

I reckon OFCOM are not taking it seriously enough. Sure it's a commercial decision for T-Mobile as to whether they want to include these calls in an allowance or not. But for now, they are writing contracts that include "all UK mobile calls" and people are committed for 18/24 months. If they want to vary the terms then they should give the proper notice and people would have the option to cancel. (I'm sure they want to avoid that!)

In the meantime, T-Mobile are "hoping people don't notice" - and many won't if they are on DD and don't check their bills. What a pity....

digp

chattychappy wrote: »

Actually I'm not sure it does. I think there is nothing wrong with their advertising. They are advertising a deal which is then what you sign up to in the T+Cs.

Has anyone else complained to OFCOM yet?

Yes.

They said also complain to the ASA.

digp

You could always sue T-Mobile for 'specific performance'.

chattychappy

digp wrote: »

You could always sue T-Mobile for 'specific performance'.

Great stuff... but I think the problem is that they are "performing" (ie connecting the calls). Just the bill is wrong. So in terms of legal actions I think you'd have to simply not pay, wait for them to sue, then defend. SP if they cut you off in the menatime??

How about a judicial review of OFCOM while we're at it?

patman99

Lycamobile are a virtual mobile network, and re-sell O2 numbers.

redux

patman99 wrote: »

Lycamobile are a virtual mobile network, and re-sell O2 numbers.

the first statement is true, but the second is not - this number series is allocated to Lycamobile itself, hence the discussion

hotMama_2

Hey all!

I noticed yesterday that I payed a bill of nearly £200 through my DD because I was incurring charges for calling a 07404 number. As all of you, I thought this number will be included in my free minutes allowance (T-mobile). So my nightmare began.......

First I called customer service (which ended up being in the Philipines), they offered me a £50 refund which I obviously refused. I then requested/demanded to speak to the supervisor, who told me and I quote:

"The girl offered £50. What do you want? ...I cannot do more..."

I insisted this is a UK mobile network and he replied:

"If this was a UK phone, we wouldn't be having this conversation! This is a Jersey phone........"

After that I requested to be transferred to the UK billing team and he did not say anything. So I asked why he is not replying, he said:

"First you interrupt me than you say, why am I being quite. There is nobody in the UK that will help you! My English is perfectly fine!!"

??????? Which obviously left me baffled and upset so I hung up. I rang customer services again in the hope to be connected to a UK team and guess what! I got Philipines again.

So this kind lady says that she cannot transfer me to the UK billing department or refer my query for them to call me back because SHE WILL LOOSE HER JOB??????????????? She insisted that Lycamobile is not a UK network!!!

So after this I complained to T-mobile customer relations and I have also rung OFCOM. They have confirmed that Lycamobile is a UK mobile service provider but they are in a dispute with T-mobile. T-mobile has every right to charge their customer for this number but they have to declare it (which they obviously don't).

I haven't got my refund of nearly £150 and I am now waiting for a reply!!

chattychappy

hotMama wrote: »

T-mobile has every right to charge their customer for this number but they have to declare it (which they obviously don't).

Well.. I feel OFCOM are only half getting it. They seemed to suggest to me that once I'd been told on the phone that these numbers were chargeable then I would know for the future and wouldn't have a cause of complaint, though they would expect T-Mobile to refund up to the at point.

This is rubbish - a contract is a contract. No exclusion for Lyca at the time of signing. So the calls must be included. If T-Mobile want to vary the terms then they should do so properly - ie in writing and with the chance for people to cancel.

My guess is that OFCOM just don't want to quite take sides yet.

I think if you've been overcharged (eg by DD) - then complaint in writing etc followed by small claims procedure in court. I'm sure they'd settle in full!

hotMama_2

chattychappy wrote: »

I think if you've been overcharged (eg by DD) - then complaint in writing etc followed by small claims procedure in court. I'm sure they'd settle in full!

Thanks ChattyChappy! I have now complained in writing and T-mobile are still insisting that LycaMobile is not a UK mobile network and this can be confirmed with Ofcom.

However, Ofcom has told me that LycaMobile is UK registered (and this can be checked on the company house website). They have also referred me to CISAS, which is an independnt third party.

Let's see how that goes! Will keep everyone informed!

seaniboy

3 have the 07401 prefix aswell now.