T-Mobile sneakily changed 3gb internet to 1gb for existing contracts

arewethereyet_2

I took out a T-Mobile sim only contract in Oct 2010 after seeing the offer on HUKD. It was for 600 mins, 500 texts, 3gb internet (web n walk plus) plus a booster, for £7.50 half price for 12 months, reverting to £15.00 from month 13. I was told by the sales agent to call up 11 months into the contract and they would probably offer the same deal if i renewed the contract.

I renewed the contract in Sep 2011 specifically telling the customer service agent that I wanted the same package with the 3gb internet (due to T-Mobile's botched attempt to reduce all internet to 500mb early on in 2011). The csa confirmed that I was renewing on exactly the same deal with the 3gb internet. I asked for a letter to confirm this and received a standard 'thank you for joining T-Mobile' card through the post which I binned.

Today, I received a message from T-Mobile saying that I had exceeded my internet allowance. Knowing that my usage is usually around 1-1.5gb per month, I called T-Mobile to query this. Customer service told me that my internet on my a/c is shown as 'Internet Included' which meant that it was 1gb. I told her that this was not what I signed up for and I would like it to be increased back to 3gb. She said that this was not possible, so I told her politely and firmly that I was not happy that T-Mobile just sneakily changed my internet without informing me by any form of communication thus giving me the chance to object, as well as breaking the terms of the contract. She insisted that there was nothing she could do so I asked to be put through to the manager and was told that I would be given a call back in 5 mins.

Surprisingly, the manager did call me back shortly after. He listened to what I had to say, but told me politely that there was nothing he could do. He said that I would have to email them and they would look into my a/c and try to retrieve my renewal phone conversation which I requested.

Even though I would be happy with 1gb of internet (and would have renewed with that if the 3gb was refused as I know I can still browse and not be charged for going over), it is T-Mobile's sneaky action which has annoyed me. How many customers who took out the same deal are not aware their internet has changed? I would guess it'd be the majority. It's such a pity as I have had no complaints about T- Mobile before this and have always found their staff to be very polite and helpful whenever I have called them.

But T-Mobile, you have been very underhand :mad: and I will take this further as a matter of principle.

Sorry for this long essay but I needed to rant (and bring this to the attention of others who have taken out the same offer).

fabsaver

After the fiasco last year I did suspect that T-Mobile would try and get people off the 3GB FUP as soon as their contracts ended.

Mine is up for renewal next month and I'd really like to stay on the 3GB internet, as I typically use 1-2GB a month. However this seems to suggest that upgrading customers will only get 500MB http://support.t-mobile.co.uk/help-and-support/index?page=home&cat=DATA_CHANGES

I'll be interested to hear how you get on.

c-m

You need to email the executive department.

The guy on the phone obviously said whatever he could to get you to sign-up/renew. Basically tell them that his actions amounted to a misrepresentation, and that it was this misrepresentation that induced you into the contract (you wouldn't have signed up if you'd known it was only 1gb). For a misrepresentation, courts allow the remedy of rescission - basically, the contract gets set aside