T Mobile change Ts & Cs - A way out of my contract?

Poppy9

I hope you have better luck with T Mobile than I did. Customer services lied and made up rules as they went along with me. My oh and I both renewed our contracts with them after 12 months after they offered us a substantial discount to stay with them and new handsets. When the first month bill arrived for the new contract only I had the discount. When oh rang he was told they had made an error and there was nothing they could do about it so he would only get 11 months discount. Despite writing etc they wouldn't budge. At the end of the contract we both gave notice to terminate. Mine was ok but they held oh to an extra month as he had agreed to a 12 month discount so in order to meet this the contract had to run for 13 months. After numerous phone calls, letters and emails he just gave up and waited the extra month. We wouldn't touch them with a barge pole again.

|ZeN|

just wondering if this 25p to 35p increase for peak rate calls is accross the board or just applies to your contract. With regards to the change in Ts and Cs i only received my bill and a leaflet, however nothing that specifically mentions any price changes,so I dont really have any ammunition i can use against T-mob

|ZeN|

Just wondering what forum this is JW so i can take a look as at the moment i am very confused by the whole situation.

Milky_Mocha

|ZeN| wrote:

just wondering if this 25p to 35p increase for peak rate calls is accross the board or just applies to your contract. With regards to the change in Ts and Cs i only received my bill and a leaflet, however nothing that specifically mentions any price changes,so I dont really have any ammunition i can use against T-mob

Even though my leaflet stated "all peak rate calls" I think it only applies to my tariff - the one with unlimited off peak minutes to landlines and other T-Mobiles for £20 per month. The leaflet went on to explain how this tariff is still very good value and no longer available to new customers.

Milky_Mocha

Update on my termination of T-Mobile contract:

Just been on the phone to T-Mobile and I'm NOT a happy bunny. Basically I've decided to take up a company mobile but want to port my number over. The lady told me that if I obtained a PAC code from them then I would have to pay an early termination penalty. I explained to her that this is not correct as the only reason I'm moving across to another provider is due to their change in t and c's and I've already discussed this with them.

She said if I cancel the T-Mobile then that would be fine and there will be no penalty as the change in t and c's permits me to do so. However by obtaining a PAC code in addition to cancelling I would be liable for an early termination penalty.

I told her I would get in touch with OFTEL about this as it is unfair. Basically "you can leave us but you are not allowed to take your number with you". Does anyone know where I stand on this? I need to get more info from OFTEL's website.

Poppy9

Can you convert to a PAYG and then port the number?

Milky_Mocha

Poppy9 wrote:

Can you convert to a PAYG and then port the number?

Hi Poppy9, the problem is I would still need a PAC code to port the number to anywhere and they will not give me the code without charging me an early termination penalty.

Is there any other way I can port the number without obtaining a PAC code from them?

Poppy9

But if you are PAYG you do not have to give termination notice as you are no longer on a contract.

Smartasss

Hi Milky

Now you see what I meant about these tricky people!

As I feared, they are trying something on! Why did they say you had 30 days notice to serve originally? (I presumed they had given you a PAC then)

The PAC code is yours by right. As was the right to cancel without penalty because of their change in charges - however, this had to be done before the increases came in.

Try and get them to escalate you to a manager in customer relations (rather than customer services) to discuss the matter, as the new charges come in to force today, and the next thing they will rely on is that as you haven't cancelled before the charges are effective you have given up that right and can't cancel without paying the cancellation fee.

Milky_Mocha

Smartasss wrote:

Hi Milky

Now you see what I meant about these tricky people!

As I feared, they are trying something on! Why did they say you had 30 days notice to serve originally? (I presumed they had given you a PAC then)

The PAC code is yours by right. As was the right to cancel without penalty because of their change in charges - however, this had to be done before the increases came in.

Try and get them to escalate you to a manager in customer relations (rather than customer services) to discuss the matter, as the new charges come in to force today, and the next thing they will rely on is that as you haven't cancelled before the charges are effective you have given up that right and can't cancel without paying the cancellation fee.

You're right, smartass. they think they are so crafty. I'm really glad to be leaving them now. When I spoke to the lady on the 1st March I mentioned to her that I should have simply ended the contract without giving notice as now I feel the sooner I leave T-Mobile the better. She said no, everyone is required to give 30 days notice regardless of the reason for termination, new t&c's or not. I know this is not true as I've read the small print.

My feeling is if that is the case my PAC code rights should also be within that "compulsory" 30 day notice period as I have given notice before the changes took effect. Besides I did not receive their letter 30 days prior to the new changes.

I've written formally to their customer relations department. if they brush me off I will go through Ofcom. Customer services did assure me that I will not be liable for early termination penalty charges when the contract is finally disconnected at the end of my notice period (13th March I think). So at least if all else fails I move on to a proper network provider, albeit with a new number unfortunately. I won't go quietly, though.