Mis-sold phone contract, or miscommunication?

no1wf

After much deliberating I decided to get my first ever contract phone. I got it from mobilephonesdirect.com as my other half got his phone from there and had no issues. I went with T-mobile as he is also on the network and has no problems. £26 a month for 500mins, unlimited texts and unlimited data (which is what I was really after as that's what I use most) with £108 cashback over the 2 years.

I got the phone on Friday, set it all up and registered it. Already had my pac code from O2 and rang T-mobile to switch it over and she said it'd be done on Monday. All was well

I signed in to T-mobile website and looked at my plan, and it said I was on 600mins, 500 texts and only 250mb of data! :mad:

I contacted T-mobile uk support on twitter who after I explained told me I should call 150. I called 150 and the guy said that it was correct, that browsing sites and things counts for unlimited but things that use data like watching youtube videos and stuff goes towards the limit. I told t-mobile support and they said that if that's what customer services say then they can't advise me any further.

I've sent 2 messaged to mobilephonesdirect but I don't think they're around at weekends.

Has this happened to anyone else? Do you think it will all right itself when my number is moved over?

Silk

Have you got the details of the contract from when you signed up or if done over the phone did it come with the phone ?

no1wf

I have a despatch note that came in the parcel with the phone but it just has a list of what came in the parcel, like the phone, the sim etc.

But my confirmation email which I've saved says
T-Mobile £21.50 per month
+ 500 Minutes
+ Unlimited Texts
+ Unlimited Mobile Internet
+ 24 Month Contract

(£21.50 is what you get when you average out with the cashback)

grumbler

Unless it is some error, I vote for mis-selling.
It's a joke to sell 250Mb as 'unlimited' and I don't see any information at MPD on the true meaning of what they call 'unlimited'.

no1wf

I actually went round the phone shops in my nearby town on Thursday seeing if they could better the deal I found, with my back up being I would order from MPD. I went into an actual tmobile shop and asked "what is your cap on unlimited internet" and she told me it was actually, literally, unlimited. I also read (during my research for new providers/phones) that it was 3GB which is enough for me.

EDIT: though seeing this

Unlimited Internet on your phone Flexible or £5.10 a month Booster:

Fair use policy of 500MB a month. If you remove your booster and then use internet on your phone you'll automatically be charged our daily rate, see https://www.t-mobile.co.uk.

doesn't fill me with much hope. 500mb wouldn't be enough for me either

Silk

no1wf wrote: »

But my confirmation email which I've saved says
T-Mobile £21.50 per month
+ 500 Minutes
+ Unlimited Texts
+ Unlimited Mobile Internet
+ 24 Month Contract

That will be enough to prove thats what you signed up for so wait and see if it's an error which they are going to rectify

no1wf

Silk wrote: »

That will be enough to prove thats what you signed up for so wait and see if it's an error which they are going to rectify

While looking round I notice that deals are advertised as 250mb, 500mb, 750mb and 1gb of internet. Am I wrong to assume then that anything advertised as unlimited would be at least 1gb, otherwise they would just say 1gb, if you see what I'm saying?

I'm hoping it's just something to do with my number being moved over, like maybe this is the plan for this number I have with the sim that came with it and when my old number is moved over my proper plan will fall into place.

But I know my luck and it probably wont. I'll call/livechat MPD in the morning and see what they say but if they can't fix it then I don't want the phone but I fear I won't be able to send it back because it doesn't have the protective film on it and a sim has been put it and it's been used, and my old number is being moved so I'll have issues with that and even then I'll probably still get charged! Ugh!

Silk

Unlimited is always subject to a fair use policy with a few exceptions.

The confirmation you have is enough for you cancel if you so wish without penalty or if they refuse to honour the deal you could sue if you wsh.

victor2

T-mobile's unlimited internet package is called the Full Monty and it sounds like that is what you believe you were sold. AFAIK, that really is unlimited. My OH has it and has never been charged or restricted in any way.
MPD will have to sort it out though, T-mobile have you on the limited package and probably won't change it unless MPD do something.

no1wf

If it's unlimited but with a fair use policy of 500mb, surely they'd have to say 500mb instead of unlimited. You can get deals that include 750 and 1gb so people buying unlimited think they're getting more (though still knowing there's a cap) but are actually getting less! Coupled with the fact the girl in tmobile shop told me it was literally unlimited.

Anyway, thanks for your advice I'll wait until tomorrow and see what MPD say, if I'm not satisfied I'll be back here to find what to do next lol

no1wf

victor2 wrote: »

T-mobile's unlimited internet package is called the Full Monty and it sounds like that is what you believe you were sold. AFAIK, that really is unlimited. My OH has it and has never been charged or restricted in any way.
MPD will have to sort it out though, T-mobile have you on the limited package and probably won't change it unless MPD do something.

That's what I thought, my other half has never had any extra charge and his says unlimited too. Hopefully MPD can have a word with T-mobile