T-Mobile limiting data speeds to just 0.35Mbps on HSDPA

Heretic_osjc

Transformer wrote: »

Orange cs methods were trained to t mobile staff and well the only way is down with that.

HAHA That is the funniest thing I've read today. Of course this is case

c-m

What's not funny, is I still haven't heard from T-mobile regarding my issue. No news on what it is, when it will be fixed, and how they are going to compensate me.

I'm not the only one either. Some with the same contract have the same problem, while others don't.

5 telephone conversations, 1 email and 2 messages to their twitter team so far.

ahxcjb

The answer here is simple. You call up, you ask to speak to the UK call centre. You then ask to be transferred to retentions.

You explain that their capping you to 3G speeds is unacceptable. You ask for the 'Internet +' or 'Web n Walk Reward' bolt on. They serve the same purpose, former costs £5.10 the other costs £7.30. I've asked T-Mobile to clarify the difference via Twitter. They didn't know. Anyway, ask for the Internet+ bolt-on and then demand this is credited back to you as a goodwill loyalty. If they don't, then ask for your PAC code and leave. It's simple.

ahxcjb

Oh, and there is nothing to 'fix' here. The speed cap is BY DESIGN. It's just that no one has thought to inform the call centre staff. I once had a member of staff tell me that LTE would fix the issue because the data would transfer faster over their servers and thus allow them to offer unlimited. Complete idiocy on his behalf. I asked if he could repeat it so I could record and upload his statement. He declined. heh.

c-m

My 6th conversation with them today. I spoke to a general customer service rep and then a tech support guy. I was told the following:

I already have Web n Walk plus on the account.
The average speed across their network is 1.7Mbps. (confirming that my speeds are poor)
There are no signal problems in my area.
Still awaiting engineer's report
The matter has been passed on to Germany

I should hear back early next week. Failing that I will take it to the executive office.

Oh by the way, everyone bar one of my calls was UK staff.

neil40

I was talking to a Tmobile rep today from the Philippines today to try & unlock my iphone.We will see how long that takes them.Very friendly staff with excellent english which is a good start.

aaj123

c-m wrote: »

I know that they limit all 3rd party supplied contracts to 0.35Mbps but they claim that they don't do this on contract taken out via T-mobile direct.

I have a T-mobile contract via thirdparty (Phones4u). I have used the Speedtest application to measure my connection speed several times and whenever I have a full HSDPA signal (H+ on my SGS II), I have received download speed of 1.6 Mbps and upload speed of around 400Kbps. So it doesn't look like T-mobile is throttling my connection speed. I live in the Croydon area btw.

gjchester

ahxcjb wrote: »

If they don't, then ask for your PAC code and leave. It's simple.

That does assume you contracts minimum term is over, if it's not you'll get a termination fee.

You contract says they have to provide a service not a set speed one so there is no easy get out there

balt

Just tried on Desire and got 275k DL and 439k UL with ping 106ms and full signal,
Switched to WCDMA only and got 1047k and 444 with ping 153ms !
will try on that setting to see what happens.

c-m

Now fixed.

Despite The CS telling my web and walk+ was on. Despite the automated phone system telling me it was on, it wasn't. The T-mobile twitter uk help team fixed it with minimum fuss.

Really this should have been sorted with the very first call. 1.8Mbps now.