T Mobile Netwrok problems

bon_dake

Hey alright im new here, infact i signed up mainly to ask what i can do about my problem!

right i live down in devon and too be fair the service is mostly ok. I signed up to t mobile back in december on an 18 month contract, over the past few months i have been having a problem around my home town(where there is full bar service). The service would just drop out for long periods of the day and read "no network signal". now i had reported it to tmobile several times and they took 10 pound each time off my bill as it was a problem on their end. Anyway a couple of months ago my service went down at my home for 4 days without coming back on. Again tmobile have given 10 pound credit on monthly bill.
Finally today it dropped out for 3 45 minutes over the morning. now i had very important calls to receive and make and its disrupted everything.
So i phoned up tmobile to complain today and i wanted them to cancel my contract as its useless having a service i cannot rely on. Anyway i got through to the cancellation department who were obviously trying to charge me to cancel my account and could not help me any further.
Any way the reason ive come here is to ask what rights i have to cancel the contract as they dont seem to be holding up to their end of the bargain?

Also just to reiterate iam not having a coverage problem! my area is a full bar area, but the problem comes out of nowhere when their service is down.

Im just really looking into what rights i have to cancel the contract because of the problem?

Jon_01

If you'd have taken it back right away you'd have been fine and could have cancelled. After this amount of time they'll say you've agreed to the situation.

bon_dake

What so you are saying that they are aloud to give me a poor service?

DarkConvict

Jon 01 is saying, if you had these problems when you first got the phone. Then you needed to deal with them then. If you accept poor service to begin with you are deemed to have accepted the level of service available in that area.

If the signal problems is a new issue, you do have a right to complain. But you need to complain when problems begin, otherwise again they could deem you have accepted the level of service available in that area.

Can the operator explain why you loose service when you have full signal, is it the phone the sim or there own computer network? If it is there fault, you can waggle out sometimes. But if its the phone then you need to see about getting it replaced under warranty. Although again the operator should deal with this. Note replacement is a refurb.

bon_dake

Right i obviously didnt explain myself properly, for the first few months there was not a problem but now the network seems to go down for a bit once a month. it went down a few months ago for almost 5 days! Do you think that is acceptable? i complained almost everytime it has happened and they have taken 10 pounds off my bill and told me it was an isolated incident. now the network went done for 3 45 minute periods last week and i managed to lose a contraqct for 1000 pounds because i was not reachable at the time. Anyway i phoned them this time and had no apology at all and they told me they couldnt do anything for me. Anyway i was told to go to the t mobile forum and find out if i could do anything. I was told that i could email them and complain.... anyway i got a customer service email which i sent my complaint to and had no response. i did it again from another email address and got an automated response which gave me a link to a web form to fill in. but it was just the support page that gave me the usual answers like how to turn my answer phone on. Anyway after that it turns out they dont have an email address that works now, instead i have to go on to twitter and send a message through there. I have now sent a message through there(which ridiculously is limited to 140 charectors. So ive had to chop my message into 7 different parts.) and they sent back that they cannot deal with cancellations. I just want to know if i have the right to cancel the contract or do i have no rights at all?

Again i want to reiterate that its not a problem with the phone, and im not complaining about the coverage in my area

eranou

bon_dake wrote: »

Right i obviously didnt explain myself properly, for the first few months there was not a problem but now the network seems to go down for a bit once a month. it went down a few months ago for almost 5 days! Do you think that is acceptable? i complained almost everytime it has happened and they have taken 10 pounds off my bill and told me it was an isolated incident. now the network went done for 3 45 minute periods last week and i managed to lose a contraqct for 1000 pounds because i was not reachable at the time. Anyway i phoned them this time and had no apology at all and they told me they couldnt do anything for me. Anyway i was told to go to the t mobile forum and find out if i could do anything. I was told that i could email them and complain.... anyway i got a customer service email which i sent my complaint to and had no response. i did it again from another email address and got an automated response which gave me a link to a web form to fill in. but it was just the support page that gave me the usual answers like how to turn my answer phone on. Anyway after that it turns out they dont have an email address that works now, instead i have to go on to twitter and send a message through there. I have now sent a message through there(which ridiculously is limited to 140 charectors. So ive had to chop my message into 7 different parts.) and they sent back that they cannot deal with cancellations. I just want to know if i have the right to cancel the contract or do i have no rights at all?

Again i want to reiterate that its not a problem with the phone, and im not complaining about the coverage in my area

As with most technology issues do happen no network guarantees 100% issue free coverage so you do not have a right to cancel the contract at this stage.

If an issue does happen its best to report it to their second line tech support rather than customer services as they can collate issues and if need be send engineers out to the masts to fix them. T-Mobile have set up a twitter team who are excellent at getting these issues resolved https://twitter.com/TmobileUKhelp.

You say lost £1000 on a contract because of this you may want to consider getting a back up phone on another network as relying solely on a consumer phone contract is not good business sense.