Tmobile changes fair use policy to 500MB?

BurningSnowman

nickmack wrote: »

I told him that was an increase in price for the same data allowance and this was to my material detriment. I asked to cancel without penalty and he said I would be liable for the termination charge. I quoted Ofcom 9.3 to him and he typed furiously. He then said he needed to speak to his supervisor and I was cut off after 2 minutes.

That's a bit rubbish. My experience was that they're sticking to the script 100%, but everyone was polite, stayed on the line, and I got a callback I was promised. I feel bad for the staff being forced to feed back this crap.

I'd try calling again so you can get a clear 'no' and proceed in writing accordingly.

Doesnt leave us with many choices and they know it.

Giffgaff? They're saying even after Feb the £10 'goodybag' will have true unlimited Internet. Probably not forever (they're owned by O2), but for now.

secretmsg

http://www.zdnet.co.uk/news/mobile-working/2011/01/11/t-mobile-data-cap-cut-faces-consumer-group-attack-40091392/


Report to ofcom,they are already investigating this matter.

lucylucky

nickmack wrote: »

Round 1

Thought I'd test the waters with T-Mobile and cancellation without charge.

I told Dale I heard rumors about a change in internet allowance and asked if it would affect me. He said that my FUP would be reduced to 500Mb from 3Gb. He asked if I did much downloading or streaming. I told him I watched YouTube videos and streamed TV and radio.

He said T-Mobile advises customers to only use the phone for web browsing and if I used more than 500Mb, streaming would be prevented. I replied I wanted to continue streaming within the 3GB limit as before and asked what he could do. He said I could pay £15 extra a month to retain the 3Gb.

I told him that was an increase in price for the same data allowance and this was to my material detriment. I asked to cancel without penalty and he said I would be liable for the termination charge. I quoted Ofcom 9.3 to him and he typed furiously. He then said he needed to speak to his supervisor and I was cut off after 2 minutes.

I will be impressed if they can argue that it is not to your detriment.

They really have cocked this up.

neeraj123

so after I rang the t mobile the women who I suppose to was nice and had no complaints with her but just the fact she didn't know anything and it was me informing her of the situation any way after that cool I did receive and phone offering me £5 off this month due to the "confusion" which I said thank you to but also said I don't want this £5 if it means I have to shut up which she laughed and didn't really give me a reply to.

now im worrying that this £5 did mean i have now got no grounds to cancel my contract but surely they cant do that

nsabournemouth

Do we have to give the handsets back?

nickmack

Round 2

This time speak to RD and tell him I've 'unfortunately' been cut off whilst on hold to speak to a supervisor. He apologises and blames it on the bad line.

I asked him to check the notes from the previous conversation and he asked what I need to know about the 500Mb FUP. I went through my scenario again and this time he quotes T-Mobile condition 7.1.2 at me.

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 tell him this is not applicable as the internet was sold as part of my price plan and is a core service not an 'additional service'. I retaliated with Ofcom 9.3. He then 'personally apologised' when he denied my request to cancel immediately and without penalty.

He said the decision had to be made by the cancellations team, to whom he would transfer me. I am fairly seasoned to Customer Services tricks like this, so I asked him if they were open. He said they were not, so I asked him who he was transferring me to. He retracted and then said to call them from 8.30am tomorrow.

nickmack

nsabournemouth wrote: »

Do we have to give the handsets back?

No, they don't form part of the airtime contract.

Jaks

My Husband has a contract with T-Mobile taken out April 2010:
Htc Desire
1200 Mins
Unlimited Text
Unlimited Internet (3Gb FU Policy with Web n Walk Plus)

£35 per month

This contract was taken out because the Unlimited Internet was the best any providers could provide at the time

After reading about T-Mobiles drop in Internet useage he wants to cancel the contract and I agree we him.

I have checked the recent bill and Web n Walk Plus in a freebie on it, but if I click on my Price plan from the side menu on their website he no longer has Web n Walk Plus but instead had Capped Data. If he wants Web n Walk Plus he has to pay an just over £10 extra for something that was free when the contract was taken out.

We have had no text message or letter telling us about the changes.
We feel that T Mobile are in breach of contract for the price increase and also they are outside their 30 day notification about the changes (if we even get notified by them). It is possible that they might not have told us and if my husband had not have accidently come across the information on the internet we might not have know anything and then we would have had a big bill we were not expecting due to going over the new capped internet allowance.

mmpombears

Two more emails to tmobile, and another one to ofcom, completed and sent! :beer:

andyroid20

I have filled in the cisas application and emailed offcom and I sent another email with the template on the little fluffy toys site terminating the contract and revoking permission to draw funds so we'll see what they say to that.