T-Mobile £8 deal costs £10.01

sasparillo

DrNoGoodnamesleft wrote: »

Amazingly I sorted this one out on the ‘phone. So try calling 150 and ask if you are getting 250+250gb of internet, the answer should be ‘no’, because apparently there is no 500gb option, the next step up is 750gb.

When I called I was told that by selecting 250gb from the internet menu, I was in fact paying for the ‘free’ internet and was given a reduction of £2 off my next bill. I was told the regular bills would drop to £8 per month, but I see that the plan information on ‘My T-Mobile’ still shows £10 per month, so who knows?

Taking just the basic, supposedly, £8 deal also leads to 250gb internet showing on the plan details, so if you uncheck the 250 internet box yourself, this may switch off all internet, but then again who knows?

The whole thing seems designed to be as complicated and unclear as possible and you never get the same answer twice from customer services. It’s amazing how often in life these special offers and ‘free’ deals, which are supposed to generate good will, often have exactly the opposite effect.

Best of luck in getting it changed – let us know how you get on.

I was told my basic for phone and texts was £10.50 and the 250gb internet cost £2, taking it up to £12.50. But then I get a loyalty discount taking it down to £6. I was told that the discounts don't show up on the "My T-Mobile" but I asked for and was sent texts setting it all out. Plus you have to arrange it before the date your bill is generated for it to be put your next bill if you are already with T-Mobile.

spannerzone

Well my £50.50 top cashback has come through (I think it should have been £25 for this SIM only deal but I won't complain!) so now I'll try removing my 250mb / £2month "current service" option and see what happens.

iainscomputer

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 had exactly the same problem. I signed up to T-mobile on Feb 29th 2012, the last day of a offer on Quidco.
300mins, 500 T-mobile mins, unlimited texts & 750MB, the internet was the special deal as it came free with this offer.

The 1st bill came in for £8 all inclusive. After 3 weeks I ported my number in & the bills were never right! They insisted my tariff was £8.75 +vat, even though I had a email stating it was £8.00.

I even wrote to them with a copy of my original bill & sent it registered post, not even a reply! I tried to sort it out in my local T-mobile shop & no luck there either!
I called 150 & the Philipino staff couldnt sort it!
I finally got it sorted through calling 150 & getting through to UK operator!
My year is now up & they had the cheek to increase my tariff, so I'm looking at leaving, just need to find a new deal!!

DrNoGoodnamesleft

Amazingly, things may be sorted out! Just shows anything is possible. Let’s face it, last month who would have though that we would have two Popes?

Having called 150 on numerous occasions and getting nowhere, I though I’d have “one last one”. Once again I calmly explained the problem, but instead of the usual “that offer doesn’t exists” speech, I was told that it could be easily sorted out! I’ve been told that the regular payments have been reduced to £8 and I’m to get a £5 refund to compensate for the (£4.02) overcharge in months one and two.

So my advice for anyone with a similar problem would be to call 150, but if it’s obvious you are getting nowhere, politely end the call, wait a while and try again.

I’m not sure if:

a) they record when you call and after a set number of times T-Mobile realises that you are not going to wave the white flag and they actually relent and allow you to have the deal for which you signed up.
or
b) they have a few ‘customer service’ people who actually know the deals on offer.

spannerzone wrote: »

Well my £50.50 top cashback has come through (I think it should have been £25 for this SIM only deal but I won't complain!) so now I'll try removing my 250mb / £2month "current service" option and see what happens.

Personally, I would be wary of changing it on-line. After my (apparent) success, try calling 150 – if necessary, repeatedly. Well done on the cash-back, by the way.

iainscomputer wrote: »

I had exactly the same problem. I signed up to T-mobile on Feb 29th 2012, the last day of a offer on Quidco.
300mins, 500 T-mobile mins, unlimited texts & 750MB, the internet was the special deal as it came free with this offer.

The 1st bill came in for £8 all inclusive. After 3 weeks I ported my number in & the bills were never right! They insisted my tariff was £8.75 +vat, even though I had a email stating it was £8.00.

I even wrote to them with a copy of my original bill & sent it registered post, not even a reply! I tried to sort it out in my local T-mobile shop & no luck there either!
I called 150 & the Philipino staff couldnt sort it!
I finally got it sorted through calling 150 & getting through to UK operator!
My year is now up & they had the cheek to increase my tariff, so I'm looking at leaving, just need to find a new deal!!

Good to see that this has been going on for more than a year! Seems to back up the theory that they will happily overcharge if they can get away with it.

I didn’t port my number until well after the first month’s bill, so that may or may not be a factor With T-Mobile who knows?

Interesting to hear that there was no reply to a registered letter. I’m sure that will really fill any potential customers with confidence.

The other feature that fills everyone with confidence is the lack of communication between departments – a great advert for a communications company. The shops can’t talk to the on-line departments, the on-line sales can’t talk to the on-line ‘customer service’, the on-line help can’t talk to anyone, etc. etc.

In the unlikely event that you want to stay with T-Mobile, the EE shops, or at least the EE shop near me, is advertising the aforementioned £8 deal in-store. Go on – have a gamble! You never know, it may actually cost £8.

spannerzone

Other than this slight mishap I have to say so far I'm happy with my Tmob contract, reception is a vast improvement for me in my village but also in surrounding towns too. Of course the double cashback has probably dulled my senses slightly

However they should not allow you to select an option that is given freely as it clearly suggests you're getting an additional 250MB of data on top of the free data allowance. I suppose this 'accidental' error certainly works in their favour.

DrNoGoodnamesleft

spannerzone wrote: »

…However they should not allow you to select an option that is given freely as it clearly suggests you're getting an additional 250MB of data on top of the free data allowance. I suppose this 'accidental' error certainly works in their favour.

I hope you are not suggesting that T-Mobile try to mislead their customers? That’s an outrageous suggestion! There is no ‘try to’ about it.

Before I took up the offer I actually called to check what would happen if I went for the ‘free’ 250MB and selected another 250 from the Internet menu. “Will I get a total of 500MB?” I asked, “Oh, yes!” was the reply. After signing up I asked the same question and the “Oh, yes!” changed to “Oh, no. That’s not how it works”. Apparently this combination means you are keen to pay for the ‘free’ 250MB. I mean, who would not be eager to pay for something that was promised as free? Obvious really isn’t it?

So, remember that a ‘yes’ from T-Mobile can often mean ‘no’. It’s simple really, when it’s explained, isn’t it?

I have to say that the quality of the ‘phone signal is very good, so apart from:

a) the confusion over paying for the ‘free’ internet
b) being told that in T-Mobile land 250 (free) + 250 (paid) = 250 (paid)
c) being charged £10.01 for the £8 deal
d) having no possible email contact with T-Mobile (I’m still waiting for a reply to my one non-bounced-back email, but… see my ‘who’d have thought we’d have two Popes by now’ comment above)
e) being unable to track how much internet data I am using
f) being literally shouted at by ‘customer services’
g) pondering what next month’s bill will be
h) spending time here, at the T-Mobile shop and on 150 trying to sort things out

everything is fine!

(PS On the plus side, the people on this forum have been very pleasant, so thanks for that.)

spannerzone

Well I can't really disagree with the above comments.

month 3 bill appears to be £9.71 for no apparent reason. I guess I must have also opted for the 'bill randomiser' when taking out my contract.

parahandy

You could try their twitter account.

DrNoGoodnamesleft

parahandy wrote: »

You could try their twitter account.

Genuinely, thanks for that suggestion – but if they don’t reply to registered letters.....

(Plus, I have tried using the web chat that pops up when you visit the T-Mobile on-line shop and they tell me they can’t communicate with 'customer services' or billing.)

mije1983

DrNoGoodnamesleft wrote: »

(Plus, I have tried using the web chat that pops up when you visit the T-Mobile on-line shop and they tell me they can’t communicate with 'customer services' or billing.)

Have you tried the chat that appears when you log into your 'My T-Mobile' account as they are a separate team and can access your account?

The chat team in the shop area just tend to be sales.