T Mobile Cancellation Charges

mouseymoo01

Hi

Having been a T Mobile customer for a number of years I have moved to an area where T Mobile and Orange coverage is non existant. I contacted T Mobile to explain the problem and was told that a booster mast was being erected by T Mobile/Orange in the next 4 weeks and to check reception again and get back to them in 4 weeks if things hadnt improved. I waited and eventually nothing so rang T Mobile again. Spoke to a very nice lady who assured me I could cancel my contract as obviously they were unable to provide a service. I rang and spoke to them today and was told I would be charged £200 for cancellation. How can this be? I am paying for a service which I cant use. Not because I dont want to but because they cant provide it. Where do I stand? Advice please.

nickmack

mouseymoo01 wrote: »

Having been a T Mobile customer for a number of years I have moved to an area where T Mobile and Orange coverage is non existant. I contacted T Mobile to explain the problem and was told that a booster mast was being erected by T Mobile/Orange in the next 4 weeks and to check reception again and get back to them in 4 weeks if things hadnt improved. I waited and eventually nothing so rang T Mobile again. Spoke to a very nice lady who assured me I could cancel my contract as obviously they were unable to provide a service. I rang and spoke to them today and was told I would be charged £200 for cancellation. How can this be? I am paying for a service which I cant use. Not because I dont want to but because they cant provide it. Where do I stand? Advice please.

Normally, moving house and having no coverage is not a valid reason for cancellation without charge. No network guarantees 100% coverage.

Did you check the coverage with T-Mobile before you moved? Have you tested it with another phone? Are you able to get a 2G signal outdoors?

mouseymoo01

Yes but surely I dont have to take this into account when buying a house. I cant get any T Mobile signal anywhere without having to walk three street away. T Mobile have never once mentioned having to pay a cancellation charge. They have been nothing but supportive of the problem. Surely this should have been flagged up to me when I first contacted them. Had I known this I would have simply got another network pay as you go phone.

Annie._2

This question has been asked many times on MSE and the answer is always the same.

It is not the mobile providers fault you have chosen to move to an area where there is no signal. You previously have signal and were able to use the service before you moved and would have accepted the service.

They are a mobile provider and not fixed line service and still provide a signal and other areas where you would be able to use the service.

TMobile have advised you that they are erecting a booster which will improve the service. They would be unable to give a time scale when the work will be completed as this would be subject to planning permission, by laws, objections etc.

To cancel would mean paying up your contract.

nickmack

mouseymoo01 wrote: »

Yes but surely I dont have to take this into account when buying a house.

I'm afraid you do, it's up to you to ensure you can get coverage where you need to. As I said before there are 'black spots', no network offers a 100% coverage guarantee.

T Mobile have never once mentioned having to pay a cancellation charge.

I think wires have been crossed here. You can cancel your contract at any time by paying the remainder of your line rental.

Unless that is T-Mobile explictly stated you can cancel without charge or paying the remainder of your line rental, i.e. they are releasing you from your contract without penalty.

If you were told this categorically, then you may have some recourse, I suggest you try and obtain call notes and a recording of the call.

Toe-Jam

I disagree with most of the above. I successfully argued my way out of contract with Orange for this very reason. All they wanted was the handset back. Regardless of what the contract says, you cannot be expected to pay for a service that you are not receiving.

If they drag their heels you can always pay under protest and then file the loss with small claims court + fees and interest. It has been done before this way in 2009, so the precedent is there.

http://www.bbc.co.uk/blogs/watchdog/2009/03/mobile_charges_but_no_signal.html

drbesty

Toe-Jam you didn't move to an area with no coverage, yours is a different case altogether. The mobile provider didnt change the terms of the contract, the OP did my moving house, it's harsh but such is life