Tmobile changes fair use policy to 500MB?

jennyfive

Hey jenniewb, my understanding of it is that current contract customers and those who take out a contract prior to the 2nd(?) of February will have the old download fair use limit (1GB or 3GB). Anyone taking a new contract out or renewing after the 2nd will only have a fair use limit of 500MB, so if you left it after then you'd be too late I'm afraid.

jenniewb

Thanks! Looks like I'm switching my contract early then!!

pinkllama

has anyone who terminated their contract before T-Mobile back tracked received their PAC yet?

Bingolingo

So Tmobile did a big backtrack for existing customers but what sort of compensation do you think should be coming customers way for the treatment dished out by the network?

I called the other day and communicated the following complaints:

1. That I wasn't told about the change which was almost without question a change to my price plan - 30 days notice should have been given - a breach of contract.
2. If Tmobile are happy to attempt to change contracts unilateraly and flout the rules of the contract in such a way, how am I to trust them anymore? If I breach the contract I get disconnected and/or sued. Going to court for Tmobile isn't a big deal as they have the resources. I don't want to be in the position where I have to enforce my rights legally.
3. When I called customer services the day I found out about the changes (11/1) I complained and had my complaint escalated with the promise of a manager calling me back. This didn't happen although I was told they did try to call me back between 9 and 9:30pm much later that day. Who calls that late and why didn't they leave a message? Lies me thinks.
4. I thought the notice on the Tmobile website telling users to "use their home broadband for downloading etc" was downright rude and patronising.

I told the rep I wanted some kind of compensation for this sorry episode but she made no offers or promises. She did though say the complaint would be passed to management and I'd receive a written reply.

I reckon customer (dis)service of this kind should be compensated. Perhaps a months free line rental? £5 a month of the bill for the remainder of the contract?

What do you all think?

Has anyone else had any kind of apology and/or compensation from Tmobile yet?

All the best

B

cgk1

What? A proposed change that never happened - what material loss have you suffered?

Bingolingo

Bad customer service doesn't always result in material loss, that doesn't mean it should be allowed to pass without complaint.

However would you not agree there's been a material loss of trust between the parties to the contract?

I don't trust Tmobile anymore so I'm asking them to do something about it.

jennyfive

I would double check when doing so that they'll give you the higher limit, maybe get them to give you it in writing. Although they've already said this in the press release, I'm a bit wary of trusting their word these days (I got them to give me it in writing that I'd have the old limit as an existing customer)!

N20Y1D

pinkllama wrote: »

has anyone who terminated their contract before T-Mobile back tracked received their PAC yet?

Nope I requested mine and have recevied the following after i had a quick chat with them, i explained that i sent my letter before they made the second announcement and was told that didnt matter:

Thank you for taking the time to speak to me today. I am happy to send details of our conversation by email.



As discussed, we are no longer changing the fair use policy amounts for our current customers. So your fair use amount will stay at what it has always been, rather than going down. We will be changing the fair use policy amounts for new and upgrading customers only and apologise for any confusion caused.



You are unable to close your lines without incurring early termination fees relating to your contract length. The charge to cancel the line ending XXX is £XXX.XX VAT exempt, and the cost to close the line ending XXX is £XXX.XX VAT exempt. If you still wish to close these lines and pay the charges, please call 150 from your T-Mobile phone.



Thank you again for taking the time to speak to me today.

pinkllama

just been on the phone to t-mobile and got put through to the u.k based retentions team.

eventually got my PAC

i’m more sure than ever that i’m ok legally (i terminated via email and recorded letter before they back tracked)

their main argument was that it would be a lot of hassle for me to go to court – the guy kept repeating this!

another excuse was that i can’t cancel via email as their T&Cs state that i can cancel by phone only. to which i responded that U.K contract law supersedes their T&Cs

he also stated that it would affect my credit rating – to which i responded that any attempt to put a disputed debt on my credit report would result in me taking legal action for defamation against them.

he kept trying to steer the conversation to me agreeing termination fees – each time he said this, i either did not respond or told him that i would dispute any termination charges charged to me.

basically they are still lying to customers.

phone them, ignore their rubbish and demand your PAC

it seems their company line at the moment is to ignore people who cancelled their contracts by letter/email.
you will need to get a PAC from them and transfer to a different network to terminate your t-mobile contract.

Lifes_Grand_Plan

I sent my cancellation letter by recorded post the morning of the day that they announced that they weren't going to make the changes any longer. Not had a reply yet but suspect when I do it will advise that they aren't making the changes any more...

To be honest now they aren't changing anything i'm happy to stay with them until my contract ends in 3 months.