Help: just signed a contract with T-mobile via mobiles.co.uk and want to cancel now

sveika

Have recently signed a contract with T-mobile for 18 months via mobiles.co.uk and received it yesterday. Unfortunately we've used the phone (rang customer service as well as made another private phone call) already but now decided to cancel the contract.

Can anyone suggest whether there is anyway we can get out of this contract now? I know I've made a stupid decision, but I really do not want this contract now.

Have checked the mobiles.co.uk return policy and it appears hopeless to cancel the contract with them now.

What is the least painful way to get out?

Any suggestions will be greatly appreciated.

MORPH3US

Not entirely relevant but what made you change your mind about the phone in less then 24 hours?

A little tip for future - if you get a new phone and want to have a play with it, leave the protective stuff on and just stick a PAYG sim in. Have a play and if you don't like it then just box it back up as if unused and send back under distance selling regs.

sveika

I must admit that I haven't read mobiles.co.uk's T&C carefully. I thought I could port my previous phone number to T-mobile and still claim cashback as long as I can have a written confirmation from T-mobile showing the correlation between the original number and the ported one. Almost immediately after I gave T-mobile my PAC I noticed mobiles.co.uk's cash back policy clearly stipulates that no porting is allowed. I then asked T-mobile straight away to stop the porting but they said it was not possible to stop the porting process once it's started.

Without the cash back the contract will be too expensive for us to keep. So the only way we can think of is trying to get out at the least cost.

Has anyone used mobiles.co.uk before?

I know it's only myself to blame. Please kindly help if you have any suggestions.

Many thanks.

sveika

MORPH3US wrote: »

A little tip for future - if you get a new phone and want to have a play with it, leave the protective stuff on and just stick a PAYG sim in. Have a play and if you don't like it then just box it back up as if unused and send back under distance selling regs.

Thanks MORPH3US, the tip is very useful. :beer:

Guys_Dad

Are you sure about the porting problem.

I looked here http://!!!!!!!!!!!!!!!!!!!!/faq-number-porting.html and found this

Transferring your number requires following a simple three step process:

Before ordering your new phone you will need to contact your current network provider (the company your contract is with) and ask for a Porting Authorisation Code (PAC).The issuing of a PAC number acts as an official cancellation request with your current provider.

Order your new phone with Mobiles.co.uk. When it arrives you will be supplied a new (in this case temporary) number which you can use in the interim.

Once you receive your phone you will need to contact the customer service department of your new network and give them your PAC number. The network will then arrange port dates with your old network, and on the agreed date your number will be moved across



Will keeping my existing number affect my cashback deal?
No, you can still claim discounted line rental if you have discarded your new number in favour of your existing one as long as this number is quoted on your network bills. However, please let us know your new number so we can update our records..

sveika

Many thanks Guys Dad for your kind thoughts.

Yes I did read this before and that's why I thought it should be alright if I port my old number in. But then I read from their customer service/cash back section as follows,

Cashback will not be paid if

• You do not complete the minimum term (12, 18 or 24 months) of your contract.
• If any of your monthly bills are not paid in full.
• If you do not remain on the original tariff with the original handset and number (or ported).
• If your account is not up to date with payments.
• If the airtime bills sent are not for the same account and in the same name as the one eligible for the Cashback.
• If your claim is received more than 60 days from the date stated on the airtime bill you are required to submit (or 30 days for orders before 16 September 2009).
• If your airtime contract has been disconnected (including disconnections made under Lifeline insurance).
• If the incorrect monthly bill is received.
• In the event that the Network takes back commission for any reason, including but not restricted to tariff changedown within 120 days and late or non-payment of bills, any cashback claim will be null and void.

I'd rather to be safe than sorry. If we can't get the advertised cashback, it will really be too costly for us. I know I should have read through Martin's cheap mobile guide earlier and thought enough about the risk associated with mobile phone cash back!

Techhead_2

The bit you've highlighted says they won't pay cashback if you change tariff. Whether using the temporary number or ported number.

Guys_Dad

I can not quote from personal experience on the porting, but there are MSE members who are experts in dealing with mobiles.co.uk. However, your quotation in red

If you do not remain on the original tariff with the original handset and number (or ported). seems to say to me that you have to stick to either your original number or your ported number and, in fact, you have misinterpreted the particular t&c.

I am sure that, if he is reading, Mobilejunkie can give the definitive answer on that - I expect there are others too who have personal experience.

If you are happy with the deal financially and receive the ok from MJ on this point, you will probably stand a better chance of reclaiming your cashback (possibly with this forum's help should things go wrong) than trying to return a phone knowing you have broken their t&c re using it. But you must let them know you have ported if you decide to stick with the contract.

Lynsey

Don't worry, you can port. It's the original tariff that matters.
Get it confirmed by email that your account has been updated with your ported number (you may need it for future reference).
I've just completed my first "ported number" cashback claim and remarkably it went fantastically quick.

Lynsey

Guys_Dad

Lynsey wrote: »

Don't worry, you can port. It's the original tariff that matters.
Get it confirmed by email that your account has been updated with your ported number (you may need it for future reference).
I've just completed my first "ported number" cashback claim and remarkably it went fantastically quick.

Lynsey

Told you there are others as well. :rotfl::rotfl::rotfl:

Lynsey

Guys_Dad wrote: »

Told you there are others as well. :rotfl::rotfl::rotfl:

Naughty naughty.
Hopefully sveika has a great deal and all goes well.
Just please, pretty please get it confirmed by email that your ported number has been updated on your account (and keep it safe).
After that it's just a matter of waiting until your 1st claim is due next April and get that bill sent off.

Good luck.

Lynsey