Mobiles.co.uk complaint - trying to get a response from them!

kbs

Hi Money Savers,

Just wanted to check if anyone has had problems with Mobiles.co.uk and actually had it resolved by them? I have written letters, emails and sat on hold to speak to someone and I'm losing patience rapidly!:mad::mad::mad:

Basically, I signed up for a contract on their website that said 'unlimited internet' (of which I have a screenprint that clearly shows it) and I'm being billed every month for use of the internet. Over the past 8 months or so, I've paid over £80 that I should not have been charged for and my correspondence is being completely ignored/or not getting through.

If anyone has a contact that isn't the sales line, or has got a written response from them, please let me know!

Thanks!:)

mobilejunkie

Sounds like you've misssed a critical point: most so-called "unlimited" allowances are subject to a so-called "fair use" clause - usually around 500mb. As far as I'm concerned it is disgusting that companies are allowed to portray limited allowances as unlimited, but our wonderful regulators think it's fine to do just that. You can generally find the footnote if you look carefully at the quoted tariff on-line to that effect. If that is the case Mobiles.co won't do anything and you'll be wasting your time complaining to them - especially after 8 months.

People regularly post on here about running up hundreds of pounds in unesxpected bills because of this - particularly when they have smart phones and use them abroad.

Your only real course of action is to check your actual allowance with the network (might try complaining to them - maybe they'll offer some kind of refund and you can then stay within the REAL bundle allowance).

OneADay

Unlimited internet usually has a fair usage limit of 500MB, 1Gig etc.
Normally 500MB.
You can complain but the problem is that its the network now charging you for the extra internet usage outside of the monthly allowance. Maybe talk to the network to get the limit increased - but it will cost you. Or reduce your usage.

bobstheboy

The word "unlimited" means exactly that i.e. "without any limit, no defined limit"

I am surprised that no one has challenged the use of the word, in advertising, in the courts.

hicky45

bobstheboy wrote: »

The word "unlimited" means exactly that i.e. "without any limit, no defined limit"

I am surprised that no one has challenged the use of the word, in advertising, in the courts.

i doubt very much that challenging the word in court would get you anywhere. It is misleading if you take it at face value but I would expect people to be responsible and read the t's and c's before signing up to a contract. the networks give you inclusive minutes, texts and internet and it is up to the purchaser to know exactly how they can use them. Minutes are pretty much all UK minutes only but there are people who believe their allowances can be used abroad. This is not the networks fault

grumbler

bobstheboy wrote: »

I am surprised that no one has challenged the use of the word, in advertising, in the courts.

Someone has challenged - to no avail

grumbler wrote: »

Because of these impotent slugs in ASA networks now have to invent new words instead of the perfectly unambiguous, but discredited 'unlimited'.

"All-you-can-eat" LOL

ASA stands for Advertisement Standards Authority

keith1950

What network did you sign up to, have a look at the terms and conditions at the time.

As has been said unlimited has up until recently been either 500mg or 1gb per month . Although Tmobile also allowed 3gb browsing.

T-mobile has recently introduced a true 'unlimited' allowance on new contracts and some contracts on 3 were 'eat all you can data' however other than those its 500mb/1gb.

bobstheboy

The world has gone mad !

When I was taking English exams, many years ago, if I had used the word "unlimited" and in the same context there was a limit, I would have been slaughtered :eek:

mobilejunkie

It wasn't an English Law exam, obviously. You have to study the right syllabus in order to answer the questions correctly.

bobstheboy

mobilejunkie wrote: »

It wasn't an English Law exam, obviously. You have to study the right syllabus in order to answer the questions correctly.

You are such a smart !!!!.

Lynsey

Although I don't use internet on my phone, I agree the word "unlimited" is a joke and it's just a marketing ploy.
If it's limited, then simply state "limited internet" and not promote "unlimited", unless it is of course.
Got one contract for my son just for data usage on his ipad and thankfully no issues so far (T-Mobile).

Lynsey