T-Mobile £8 deal costs £10.01

DrNoGoodnamesleft

spannerzone wrote: »

I took out the same deal and added an extra 250mb internet usage for another £2.50 extra... my first two bills are different and don't seem to resemble the price I expected..

Month1 was £7.50 and month 2 is £9.73 ... the plan I have shows it should be £8.50 plus vat each month, £10.50 which is what I signed up for.

Anyway, I'm waiting to see what month 3 bill says...i did port into Tmobile so they did say the first month would not tally as expected (first 5 days on their number, the remainder on my number) but not sure why month 2 is still under priced slightly (not that I mind!)

I actually went for this 250mb extra option, my girlfriend has the basic £8 deal I mentioned in the original post.

I though, probably as you did, that this will give a total of 500mb of internet. 250 free + 250 paid for.

WRONG!

I have discovered that the next step up from 250mb is 750mb. So by paying the extra you are actually paying for the ‘free’ 250mb. When I found this out this I reverted to just having the ‘free’ 250mb. I have also been told by EE/T-Mobile (on more than one occasion) that there seems to be no problem/cost exceeding this 250mb limit. I have yet to exceed the limit and obviously would be wary of doing so. Apparently they send a text when you get to 80% of your allowance and the allowance refreshes on the 1st of the month regardless of your contract date, when your calls and text refresh. I have yet to discover how to find out how much internet I have used other than by using a data counter app.

So, I would check you are getting the allowance you think you are paying for and not simply paying for the ‘free’ 250mb.

DrNoGoodnamesleft

Yinster wrote: »

I had the same problem when I moved to a different tariff with them. It was the full monty sim only which MSE advertised and I got it on the last day of it being £16 before it became £21. However T mobile were charging me the higher price until I looked at my bill and inform them. And got them to credit me back the over charge. call 150 and stick to your guns as even now I can see that the £8 tariff is there and if they were charging you the normal price, that would £10.50 so not £10.01

My guess is that they are actually charging for the ‘free’ 250mb of data, but getting this message across by ‘phone is a real struggle. The people manning the on-line chat (which fires up when you select the shop option) all assure that the full, inclusive price is £8, but they seem to be working in a different world to the ‘customer service’ people who say it’s £10.

Again, I’m guessing the odd penny must be a rounding thing when adding VAT.

DrNoGoodnamesleft

oopsadaisydoddle wrote: »

Is it definitely the plan you're being charged extra for?

You're not being charged for e.g. a non direct debit fee or itemised billing?

Also, have you got a screen shot of the order or any paperwork?

It was the basic deal with no extras requested.

I have a screen shot of the £8 deal and when I first signed up on-line in February T-Mobile sent an email clearly stating £8 per month including VAT.

So despite me having them bang-to-rights, the ‘customer services’ people just won’t listen.

DrNoGoodnamesleft

withabix wrote: »

Are these charges for Voicemail?

Because the original £8 offer said ‘limited time only’ I though I’d have to move quickly and signed up well before my previous contract expired. Consequently I didn’t use the SIM for at least six weeks after the billing started and I certainly haven’t used or the voicemail service.

Incidentally the offer is still available today and still states ‘limited time only’. Check it out on: t-mobile.co.uk/shop/sim-only/plans/ - it definitely says £8 for the 12-month contact.

Bales1983

Your totally correct it is £8 p/m. The plan is usually £10.50 plus an extra £2 for 250mb data.

Current offer automatically deploys £2.50 discount to make it £8 but the data needs to be added manually as does a further 2 x£1 discount codes.

In my experience it will be the xtra discount wasnt added to the account


Lee

sasparillo

I was offered an £8 per month deal for 300 mins/250mb/500 T-mobile to T-mobile/unlimited texts earlier this month after being on the £10.50 per month deal for the same deal. I wasalso offered £10 as a goodwill gesture. This month my bill was ... £11.76 and my account says I'm being charged £8.75 excluding VAT until 2014!

I'm not a happy bunny as I could have gone to Tesco for £10 a month and got more or Virgin for £10.80 and got more. It sounds as if there are any number of us who aren't getting the £8 a month we were told we were getting. Plus I wasn't supposed to be charged for this month because of the £10 goodwill payment.

Plus I can't find an email contact for T-mobile as obviously I'd prefer to put it all in writing now. Thank goodness for moneysavingexpert to find out I'm not the only one this has happened to although I seem to be being charged more!

UPDATE: Just phoned T-Mobile and think I got through to the call centre in The Phillippines. Apparently the bill was issued on March 1 which is why the discount did not apply and discounts never show up on the online T-Mobile account. However, because I don't go over my allowances I was offered £6 a month plus £10 discount, which I obviously was delighted to accept and have got text confirmation. So in the end I'm very pleased (cross fingers) with T-Mobile and the deal I've been offered by its call centre!

DrNoGoodnamesleft

Bales1983 wrote: »

Your totally correct it is £8 p/m. The plan is usually £10.50 plus an extra £2 for 250mb data.

Current offer automatically deploys £2.50 discount to make it £8 but the data needs to be added manually as does a further 2 x£1 discount codes.

In my experience it will be the xtra discount wasnt added to the account


Lee

Thanks for that Lee.

When I signed up I simply selected the £8 deal which includes the ‘free 250mb of internet’. Had I added 250mb of internet using the ‘Select Internet’ menu, then I would be paying £2 extra (a total of £10) and effectively paying for the ‘free’ 250mb. As I explained above, I actually did this with another account, but (amazingly) managed to have it corrected when I discovered how it worked. See #12 for the full, sad story.

With some elementary detective work (i.e. logging in to My T-Mobile and clicking the ‘Review plan and services’ button) I can clearly see, under ‘Your current services’, that I have ‘Video Calling at a recurring cost of ‘free’ and Basic Internet 250MB at a monthly recurring cost of £1.67. This amount plus VAT is the extra £2 I am being charged.

So it is simply a case of getting T-Mobile to correct this error and stop charging me for the ‘free’ internet. This is proving easier said than done.

The whole sign up system seems specifically designed to bamboozle customers and I’m sure a good number will simply accept that the £8 deal costs £10.

DrNoGoodnamesleft

sasparillo wrote: »

I was offered an £8 per month deal for 300 mins/250mb/500 T-mobile to T-mobile/unlimited texts earlier this month after being on the £10.50 per month deal for the same deal. I wasalso offered £10 as a goodwill gesture. This month my bill was ... £11.76 and my account says I'm being charged £8.75 excluding VAT until 2014!

I'm not a happy bunny as I could have gone to Tesco for £10 a month and got more or Virgin for £10.80 and got more. It sounds as if there are any number of us who aren't getting the £8 a month we were told we were getting. Plus I wasn't supposed to be charged for this month because of the £10 goodwill payment.

Plus I can't find an email contact for T-mobile as obviously I'd prefer to put it all in writing now. Thank goodness for moneysavingexpert to find out I'm not the only one this has happened to although I seem to be being charged more!

UPDATE: Just phoned T-Mobile and think I got through to the call centre in The Phillippines. Apparently the bill was issued on March 1 which is why the discount did not apply and discounts never show up on the online T-Mobile account. However, because I don't go over my allowances I was offered £6 a month plus £10 discount, which I obviously was delighted to accept and have got text confirmation. So in the end I'm very pleased (cross fingers) with T-Mobile and the deal I've been offered by its call centre!

I’m sure it’s not just you and me. T-Mobile must be taking many more of us as Mobile User Group Shoppers, or MUGS for short.

T-Mobile have given me a variety of email address, none of which worked. Examples include:
[EMAIL="customer.service@ee.co.uk"]customer.service@ee.co.uk[/EMAIL] and [EMAIL="customer.services@everythingeverywhere.co.uk"]customer.services@everythingeverywhere.co.uk[/EMAIL].

There has to be some questionable practice here. These days what supposedly high tech company doesn’t supply an email address, and what reputable company supplies email addresses that don’t work?

I must add that I have had some success with [EMAIL="websales@t-mobile.co.uk"]websales@t-mobile.co.uk[/EMAIL], but that success only extends to not having it bounced back and an automatic acknowledgement saying they will get back to me. So far they have not.

I’m very pleased that you seem to have had a result using the call centre, but please let us know if the promised discounts materialise. I’m actually fairly confident that they will, as I’m of the opinion that T-Mobile will amend their charges if you persist, but will happily overcharge if you don’t point out their errors and kick up a fuss.

DrNoGoodnamesleft

One final rant for now!

Can you believe that T-Mobile will not tell you how much internet data you have used or the amount you have remaining within your allowance?

The only thing they will do is send a text message when you have used over 80% of your allowance and a second text when you have used 100%. If they can do this, why not tell you on request the number of megabytes remaining?

They assure me that even when you have exceeded your allowance there will be no extra charges, but I’m not so sure. If this is the case why sign up for 750mb or 1gb or unlimited if 250gb has the same effect?

sasparillo

DrNoGoodnamesleft wrote: »

I’m sure it’s not just you and me. T-Mobile must be taking many more of us as Mobile User Group Shoppers, or MUGS for short.

T-Mobile have given me a variety of email address, none of which worked. Examples include:
[EMAIL="customer.service@ee.co.uk"]customer.service@ee.co.uk[/EMAIL] and [EMAIL="customer.services@everythingeverywhere.co.uk"]customer.services@everythingeverywhere.co.uk[/EMAIL].

There has to be some questionable practice here. These days what supposedly high tech company doesn’t supply an email address, and what reputable company supplies email addresses that don’t work?

I must add that I have had some success with [EMAIL="websales@t-mobile.co.uk"]websales@t-mobile.co.uk[/EMAIL], but that success only extends to not having it bounced back and an automatic acknowledgement saying they will get back to me. So far they have not.

I’m very pleased that you seem to have had a result using the call centre, but please let us know if the promised discounts materialise. I’m actually fairly confident that they will, as I’m of the opinion that T-Mobile will amend their charges if you persist, but will happily overcharge if you don’t point out their errors and kick up a fuss.

TBH I doubt whether they are any better or worse than any other phone provider - a sales driven culture where the salespeople omit to input the changes and an inflexible computer system and an accounting process which is adapted to being convenient to the computer and not showing discounts so that the accounts look rosy and not to what makes a good salesperson. Many companies don't exist now - they are call centres and computer set ups, boards of directors drawing substantial remuneration as fees rather than taxed at source and accountants/lawyers shifting money on and off the books and that's it.

It sounded as if she was making sure it was all being noted on the computer system, so hopefully next month my account will be charged just £6, although she did say it should show a £4 credit with the £10 goodwill payment and this time I made sure I got a confirmation text, so if it comes through, I'd happily fill in a good service questionnaire for her. BTW I got through to the call centre by going through the leaving/PAC code option. I guess you're right about the overcharging and this applies to any number of firms now too. I hope your £8 deal materializes and we all get what has been promised by T-Mobile employees, whatever T-Mobile or any other commercial entity is now!