Tmobile changes fair use policy to 500MB?

N20Y1D

I've just been told i cant cancel because of :


7.1.2. We can suspend, change, increase the price of or
withdraw part or all of the Additional Services on giving
active users of the Additional Service a reasonable period
of Written Notice. The change will then apply to You once
that notice has run out

---

I asked what a reasonable period of notice was and it went quiet she then came back with 15 days? i'm guessing she pulled that out of the air, so i then mentioned that I hadnt received any notice at all the line went very quiet, and then more silence when i explained it wasnt an additional service... I've been told they will call me back in an hour.

ukdutypaid

Just in relation to viewing your data allowance/usage. As some people have said it can be accessed online from your account.
I've only ever had one bill from Nov 26th, collected 11/12, so I can't say for past data usage. However, in "My unbilled usage" it does show the amount of data used.

On another note. If we've got locked phones and we can argue that they've broken their terms (HTC Desire AND a locked HTC HD2), then they've got us over a barrel, for I'll now have to pay to have my phone unlocked, if I do want to use in on another network. So that's another 15-20 quid, to escape!

Yes, I was happy with T-mobile (apart from no free voice mail. Really!),
The phones (android takes data all the time) are sold as the next generation but data allowances have gone backwards.. Buy one of our new fancy phones. Oh no you can't actually use it the way it's either sold, nor intended without paying us more.
"If you want to consume data, do it at home, or get an old GSM handset"

maxtweenie

ukdutypaid wrote: »

Just in relation to viewing your data allowance/usage. As some people have said it can be accessed online from your account.
I've only ever had one bill from Nov 26th, collected 11/12, so I can't say for past data usage. However, in "My unbilled usage" it does show the amount of data used.

That only shows the current month. There's nowhere on the site you can get previous months data usage from.

ukdutypaid

maxtweenie wrote: »

That only shows the current month. There's nowhere on the site you can get previous months data usage from.

thank you, that does clarify it for me. So it's only current/unbilled usuage you can ever have gained access to anyway. The account never stated what my allowance was anyway. I had to go through their nightmare switchboard to clarify that.

We're still left with a phone/s we have to then pay them to unlock though, if we want to switch sims... Till this, I was happy with 'em, its why I switched to them in the first place....

terricfan

I'm on about month 8 of a 24m 3gb contract (taken out when the T-Mobile Pulse android handset was all the rage on hotukdeals).

Once in those 8 months, I've gone over the 3gb FUP and received a text and restrictions for the rest of that month.

However, I haven't received a text about reducing my FUP to 500mb. I queried @TMobileUKHelp on Twitter, and got this reply;

"the notifications are being sent to users who already breach their current FUP or would breach the 500mb fup with their usage"

In other words, T-M might not even *bother* to let you know about the change!

And how do they know whether or not I might in future breach the 500mb limit?

When I tweeted them back to register my surprise/disgust about this, they replied

"written notice is only required for contractual changes, altering the FUP does not change the Ts & Cs of the contract."

Reading the rest of this thread,it seems the situation is still very confused & the legal eagles are trying to compose a clarification.

nsabournemouth

N20Y1D wrote: »

I've just been told i cant cancel because of :


7.1.2. We can suspend, change, increase the price of or
withdraw part or all of the Additional Services on giving
active users of the Additional Service a reasonable period
of Written Notice. The change will then apply to You once
that notice has run out

---

I asked what a reasonable period of notice was and it went quiet she then came back with 15 days? i'm guessing she pulled that out of the air, so i then mentioned that I hadnt received any notice at all the line went very quiet, and then more silence when i explained it wasnt an additional service... I've been told they will call me back in an hour.

The guy i just spoke to quioted this as a reason why you cant cancel.

7.1.3. We can suspend, change or withdraw Your Price Plan or
Price Plan Services. We will give You Written Notice 30
days before We do so. The change will then apply to You
once that notice has run out.

He tried the one you put and when i said it wasn't an additional service he changed his mind.

fabsaver

It's outrageous the way T Mobile are doing this :mad:

I am 10 months into a 24 month contract for an android phone. I specifically went with T Mobile for their 3GB FUP (like most other customers on here). After all that is how these phones are marketed.

I've checked my past usage (using 3g watchdog app) and most months I've used at least 1.5GB. On one occasion I used 2.5GB. As far as I'm concerned I should be entitled to continue using my phone in the same manner for the duration of my contract, as that's what I signed up for.

I've had no notification at all from them. Having read this thread I logged into my account and it's changed from "Web'n'walk Plus (18)" to "Capped Data Rate" (whatever that means).

I was a happy T Mobile customer but I'm furious with them over this

mmpombears

conversation.which.co.uk/mobile/mobile-phone-networks/t-mobile-is-likely-in-breach-of-its-customers-contracts/

Tomorrow we will post our advice to T-Mobile customers on how to cancel their contract if they feel T-Mobile’s change of fair use policy will significantly impact their mobile internet use.

I like

daleski75

Printed and will be posting this tomorrow by recorded delivery.


The Complaints Investigation Department
T-Mobile
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN

11th January 2011

Dear Sir/Madam,

My account number is XXXXXXXX and my mobile number is XXXXX XXX XXX. This is also my daytime telephone contact number XXXX XXXXXX.

I am writing in accordance with your Code of Practice to complain about the recently announced change to your Fair Use Policy, reducing the amount of data available for general Internet use, including streaming, downloading content, music etc from 1GB to 500MB.

Prior to signing up to a new 2 year agreement due to the excellent customer service and generous data allowances I was on a 30 day contract and have always used more than 500mb of data in normal use such as RSS feeds, News, Weather, Web Browsing and Emails and the odd YouTube video.

This change is of material detriment to me. I have always gone above 500mb (both on this contract and a previous 30 day sim-only one) In some months I have exceeded 500MB and, moreover, I was fully expecting to use more per month on average in the future, but within the 1GB fair use limit. This constitutes a material detriment because it reduces the use that I can get from the service. I understand that further data is available at extra cost; this would be of material detriment too, because I would have to pay more to obtain a service matching or exceeding 1GB.

Below is an extract from my previous bill showing the Internet is part of my contract and part of a booster and this was also confirmed by T-Mobile customer services.

“You get 900 minutes, 500 texts AND Internet on your phone on this 24 month plan. Your minutes and texts are from the UK to UK mobile networks and numbers beginning 01, 02 and 03 (excluding Jersey, Guernsey and Isle of Man).”

Given that it is not an Additional Service and that its reduction is of material detriment to me, this change comes under section 2.11.2 of your own Terms &Conditions, and under section 9.3 of Ofcom's General Conditions. The latter states:

9.3 Where the Communications Provider intends to modify a condition in a contract with a Consumer which is likely to be of material detriment to the Consumer, the Communications Provider shall:
(a) provide the Consumer with at least one month’s notice of its intention detailing the proposed modification; and
(b) inform the Consumer of the ability to terminate the contract without penalty if the proposed modification is not acceptable to the Consumer.

I understand that the changes come into effect from 1st February. I have so far as of the 11th of January 2011 NOT being given my 30 days notice by SMS or in writing and had to call your Customer Services department for clarification, so this is in breach of 9.3 (a). In addition, 9.3 (b) gives me the right to terminate the contract without penalty, regardless of the notice period, if you apply this change to our agreement.

I have contacted Customer Services by telephone as per the Code of Practice and spoke to XXX (552) who advised me of the following against my contract.

1. Because of the phone I have (Samsung Omnia 7) it comes with a fair usage allowance of 1GB as standard with the contract and NOT an additional internet booster
2. They could not tell me why the price of Broadband Plus Booster had effectively tripled in price from only a few days ago as this would cost me £50 a month to keep the same or equivalent service.
3. I could not cancel my contract even if I wanted to as they are not charging me if I go over your new limit
4. I should get notified soon about the change to my terms and conditions, which are not within the 30 days, notice period.

I was then advised by XXX (552) a manager in Cancellations, that I would not be able to cancel without penalty despite the above points (9.3) but they would offer me a £2.50 reduction to my bill, which still leaves a gap of £12.50 for the Broadband Plus Booster to get the same or equivalent service, which I was originally sold.

I am very unhappy with your response and am therefore writing to you in accordance with your Code of Practice.

I am suggesting as a resolution that you either agree to cancel my contract within 30 days without penalty, as per the above Conditions, and issue me with my Porting Authorisation Code or keep my contract the same for the duration that is left with a 1GB fair usage allowance without penalty and no further detrimental changes.

Also included is my full name and postal address below for any further correspondence in writing.

(address)

I look forward to hearing from you.

Yours sincerely



(name)

pmduk

Luke2642 wrote: »

"they have added WnW+, from my understanding this will have a 1GB FUP come February. We're are awaiting confirmation."

I'm told my wnw+ will be capped at 500mb .