Need help regarding Tmobile urgently

naseer1

Hi. This is my first post on this forum and please forgive me if this has already been discussed.

This is a bit complicated but here goes...

I rang Tmobile customer services today to get my pac code. They said there would be a £169 early termination charge and they also offered me a better tarrif for at a reduced amount. I still decided to get the pac code and I made the payment. After I hung up, I decided to take up the offer so I rang them back and they agreed to give me a refund and give me the offer. The man I spoke also gave me a new phone as a free gift. But then when I checked my account online it says that I am on a 24 month contract so it seems that I have been entered into a new contract but I wasn't told about it. Also, the monthly fee is now £23 excluding vat which brings it to around £27 inc vat which is not what they offered me. Is there anything I can do about this?

Thank you in advance for your help

talkalot

Sadly there are not many things going free these days. A new phone will almost certainly mean a new contract. The CSR should have advised you about the length of the new contract at the time. As this has been done over the phone you are covered by the the 7 day DSR (distance selling regulations). This gives you 7 days to try the handset and if it or the deal you are not happy then just call T-Mobile cs and say you want to return the phone.

gjchester

naseer1 wrote: »

The man I spoke also gave me a new phone as a free gift. But then when I checked my account online it says that I am on a 24 month contract so it seems that I have been entered into a new contract but I wasn't told about it.

Were you expecting the pnone as a gift for leaving??

Anytime you get a new phone you'll be in a new contract. The amount you may need to phone up and query, but as has been said as it's by phone you can reject it under the distance selling rules and cancel.

Bear in mind by starting a new contract the PAC will have been cancelled. You may need to re-request it and start the process again after the new ohone is returned and that sorted out.

Guys_Dad

naseer1 wrote: »

Hi. This is my first post on this forum and please forgive me if this has already been discussed.

This is a bit complicated but here goes...

I rang Tmobile customer services today to get my pac code.

By asking for your PAC code, you were intending to continue a mobile service from another operator. Given that, what was the reason? Normally it would be one of 3
(1) Poor reception from your present carrier
(2) Better deal in £/minutes/texts per month terms elsewhere
(3) Desire for a specific handset

There are other reasons, of course.

So, what did you want to achieve and are you getting a good deal with what was offered? Remember that you had the alternative of a £169 termination fee which, spread over the 24 months of your new contract would mean that any new deal would have to be £7 per month better to equal the T-mobile offer.

As previous posters wrote, any improved mid-term deal would almost certainly have involved a new contract, so no surprise there.

Don't lose sight of the primary purpose of any contract and that is to give you reliable, affordable mobile communication with friends and businesses. The "extras" of the latest gadget phones are the bonus on top.

naseer1

Guys_Dad wrote: »

By asking for your PAC code, you were intending to continue a mobile service from another operator. Given that, what was the reason? Normally it would be one of 3
(1) Poor reception from your present carrier
(2) Better deal in £/minutes/texts per month terms elsewhere
(3) Desire for a specific handset

There are other reasons, of course.

So, what did you want to achieve and are you getting a good deal with what was offered? Remember that you had the alternative of a £169 termination fee which, spread over the 24 months of your new contract would mean that any new deal would have to be £7 per month better to equal the T-mobile offer.

As previous posters wrote, any improved mid-term deal would almost certainly have involved a new contract, so no surprise there.

Don't lose sight of the primary purpose of any contract and that is to give you reliable, affordable mobile communication with friends and businesses. The "extras" of the latest gadget phones are the bonus on top.

Thanks for the replies.

In reply to your question, the reason for asking for a pac code was because I found a better deal with o2

naseer1

gjchester wrote: »

Were you expecting the pnone as a gift for leaving??

Anytime you get a new phone you'll be in a new contract. The amount you may need to phone up and query, but as has been said as it's by phone you can reject it under the distance selling rules and cancel.

Bear in mind by starting a new contract the PAC will have been cancelled. You may need to re-request it and start the process again after the new ohone is returned and that sorted out.

Thanks for your reply.

The phone was a free gift for staying with them

naseer1

Good news. Just got off the phone with Tmobile after a long argument. I was told that, similar to what talkalot said (thanks), that I have a right to cancel within 7 days because it is a new contract and that I should have been told before being entered into it. They told me not to accept delivery of the phone so it will get sent back to them. I can then ring them for a pac code without any termination fee. so, if anyone else is having this problem, this might help you.

The CSRs really need to be told not to enter people into contracts without notifying them. And I'm not just talking about Tmobile.

Thank you ever so much for your help people I really appreciate it.

Guys_Dad

naseer1 wrote: »

I can then ring them for a pac code without any termination fee. so, if anyone else is having this problem, this might help you.

The CSRs really need to be told not to enter people into contracts without notifying them. And I'm not just talking about Tmobile.

Thank you ever so much for your help people I really appreciate it.

Be careful. Although you didn't say how long you had to go on your original contract, I am assuming it was a few months.

If so, and they have waived a £169 termination fee, this is most surprising indeed. Just be sure that it is not the 2nd contract that will not have a termination fee and the original £169 will be imposed.

If not, then you have discovered a HUGE loophole that will benefit MSE members immensely.

macman

naseer1 wrote: »

Good news. Just got off the phone with Tmobile after a long argument. I was told that, similar to what talkalot said (thanks), that I have a right to cancel within 7 days because it is a new contract and that I should have been told before being entered into it. They told me not to accept delivery of the phone so it will get sent back to them. I can then ring them for a pac code without any termination fee. so, if anyone else is having this problem, this might help you.

The CSRs really need to be told not to enter people into contracts without notifying them. And I'm not just talking about Tmobile.

Thank you ever so much for your help people I really appreciate it.

How could you possibly think they would give you a new phone without starting a new contract? If your existing contract only had a few months to run then they would never even earn back the value of that phone, let alone any margin.
It couldn't be 'a free gift for staying', since you originally agreed an x months contract and are still bound under that contract.
I find it hard to believe that they will now let you leave without paying the termination fee-why would they do this?

naseer1

Guys_Dad wrote: »

Be careful. Although you didn't say how long you had to go on your original contract, I am assuming it was a few months.

If so, and they have waived a £169 termination fee, this is most surprising indeed. Just be sure that it is not the 2nd contract that will not have a termination fee and the original £169 will be imposed.

If not, then you have discovered a HUGE loophole that will benefit MSE members immensely.

My original contract was supposed to end in November. They said they would reset my contract back to the original one meaning it would still end in November. Even then she said there shouldn't be a termination fee if I ask for my PAC code. Doesn't sound likely, but i'll be sure to let you know what happens

redux

naseer1 wrote: »

My original contract was supposed to end in November. They said they would reset my contract back to the original one meaning it would still end in November. Even then she said there shouldn't be a termination fee if I ask for my PAC code. Doesn't sound likely, but i'll be sure to let you know what happens

If you ask for a PAC but don't use it, the contract continues.

I was surprised in your OP that it sounded like you actually paid an early termination fee, as I'd have guessed that would not be possible to calculate it precisely until after you left, and it would be on a final bill.