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

neil40

c-m wrote: »

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.

That is good news.Well done the twitter team!

Subzero2003

Well, i feel i should post my experiences since i just have got my SGS2 on T-Mobile through a third party (Mobiles.co.uk).

As soon as i got it, i downloaded the speed test app and tested my internet with it. I had full signal of HSDPA and....you guessed it, 355kbps down and 80kbps up. I had to call up T-Mobile anyway because i want to transfer my number across from O2, so i thought i might just mention my internet speeds. The lady i spoke to insisted there was no difference in speed between the Web 'n' Walk (1GB package all non-TMobile direct customer are put on) and Web 'n' Walk+ (3GB package that T-Mobile direct customers are put on as standard), and that i was only the usage allowance that was difference. I told her that i had heard that the 1Gb package is the "slow" package with hundreds of people on the internet all getting 350kbps with this and the 3GB package was the faster one that T-mobile customers are put onto as standard. She dismissed this as internet rumour and reiterated that there were no differences in speed and that if i wanted Web 'n' Walk+ i would have to pay an extra £5pm. I of course knew this was rubbish. So i called them up again and this time i pressed "option 2" on 150 to talk to the internet department.

The guy i spoke to was extremely helpful. This time i didn't mention anything about hearing there was a difference in speeds between the two packages and let him investigate why i was getting such shoddy speeds - because it was likely he would insist there was no difference, just like the other lady and we'd go round in circles again.

He made changes on his a couple of times, and got me to re run the speedtest.net app to see if it had made differences, which it hadn't. I was near bursting at this point so i decided to give him a nudge in the right direction - i made up that my mum had a t-mobile phone which she bought directly and was on the 3GB package and she regularly downloaded at 1500-2000kbps, whereas myself and all my friends ALL get 350kbps and are on the 1GB package. He then said alright, let's try you on the 3gb package to see if it's that that's causing the issue.

Low and behold, it was.

Instantly started downloading at 1900kbps now i was on the Web 'n' Walk+. AND as an extra bonus, he had to take off my rubbish 1GB "internet booster" perk, which meant that i had a free perk to use on something else, so i chose unlimited text messages!

Bottom line - i am very impressed with T-Mobiles customers services so far. All have been polite, sounded enthusiastic and most importantly, have been very helpful.

BIG thumbs up to T-Mobile Customer Services. BIG thumbs down to T-Mobile UK for back handedly restricting peoples internet and then not even telling their own Customer Services about this little scam they have going.

c-m

But they need to be educated. When people call us about the slow speed issue, they don't seem to know why or what's going on.

Mine issue went all the way to Germany when the UK team didn't know what was wrong. Yet the Twitter guys fixed it in a matter of hours

ssg0987

Very interesting about the way T mobile appears to be capping data. Quick question for subzero 2003. Did your mobile plan change in any way when the engineer made the changes? The reason I ask is that I I am on cashback plan via mobiles.co.uk. It seems that the speed is throttled but am worried if I made changes to my plan it may infringe on my cashback.

Subzero2003

ssg0987 wrote: »

Very interesting about the way T mobile appears to be capping data. Quick question for subzero 2003. Did your mobile plan change in any way when the engineer made the changes? The reason I ask is that I I am on cashback plan via mobiles.co.uk. It seems that the speed is throttled but am worried if I made changes to my plan it may infringe on my cashback.

From looking on "My T-Mobile" on the T-Mobile website, my plan appears to be the same. Same price, shows same amount of texts i was originally meant to have (500) but now that i have unlimited messages, this number has just been frozen and it still says i have the "internet booster" perk, which i obviously don't now.

To be sure, if they cancel the internet booster perk when you call up, and ask you if you want a different perk, you could just refuse - then nothing will change.

Always worth calling mobiles.co.uk thought - with cashback deals, they'll look for any reason to wiggle out of paying.

c-m

Just got my bill today and T-mobile have billed me for Web and Walk plus.

I'm furious.

I have called billing, but this time it was a foreign call centre. They basically refused to do anything other than remove web and walk plus, which would leave me at square one.

I have emailed the executive office now as this is just ridiculous.

Subzero2003

c-m wrote: »

Just got my bill today and T-mobile have billed me for Web and Walk plus.

I'm furious.

I have called billing, but this time it was a foreign call centre. They basically refused to do anything other than remove web and walk plus, which would leave me at square one.

I have emailed the executive office now as this is just ridiculous.

:mad:

Did it not show up in your "My T-Mobile" user area before you were billed?

c-m

That's what i'm talking about. It's showing up now, that a bill has been raised.

I've contacted the twitter team and the executive office. There is no way I should have to pay just to receive speeds that I should be receiving anyway via a HSDPA connection.

I have been logging the issue on twitter and mentioning t-mobile. Not to mention all the different discussion board topics on the same issue by multiple users. This can't be doing their reputation any good at all.