T-Mobile Upgrade. Think I've been conned!

zolablue25

When I signed up for my T-mobile contract 2 years ago I had Free Internet use as an extra to my contract. The 2 years is up now and I have decided that as I'm happy with the terms of my contract that I would just upgrade my phone. So I have. Since the upgrade all details of my contract that I have received by text from T-Mobile have failed to mention the internet, just the calls and texts. Even logging into 'My T-Mobile' and looking under the My Tariff part fails to show the free internet.
I thought that the upgrade would keep me on the same terms as I was already on and there was certainly no mention of the fact that anything would change by the upgrade department. I feel like I've been conned. I certainly wouldn't have signed up for 2 more years had I realised that there was no data at all.
Can anyone tell me how long I have to return the upgrade and cancel my contract to move to someone else?

johnnyreggae

Whilst I understand your concern might it not be a sensible first step just to call & ask them ?

grumbler

zolablue25 wrote: »

Can anyone tell me how long I have to return the upgrade and cancel my contract to move to someone else?

http://www.t-mobile.co.uk/shop/terms-and-conditions/returns-and-refunds/

zolablue25

johnnyreggae wrote: »

Whilst I understand your concern might it not be a sensible first step just to call & ask them ?

Of course that would be a reasonable thing to do and I had already dne that prior to posting on here. Disappointingly the lady at CS only seemd to keep restating that I have had free internet since 2011 (which I knew) and didn't seem to want to state that I would continue to have the free internet going forward. Eventually I did get her to say that I would have it (although not convinced she understood what I was asking) and I asked for it in writing. She said she would text it to me. That was 4 hours ago. Still no text. So not exactly reassuring.

Fifer

zolablue25 wrote: »

Of course that would be a reasonable thing to do and I had already dne that prior to posting on here. Disappointingly the lady at CS only seemd to keep restating that I have had free internet since 2011 (which I knew) and didn't seem to want to state that I would continue to have the free internet going forward. Eventually I did get her to say that I would have it (although not convinced she understood what I was asking) and I asked for it in writing. She said she would text it to me. That was 4 hours ago. Still no text. So not exactly reassuring.

The tariff I'm on with T-Mobile includes 3GB of fre data, but it isn't mentioned on the allowance information in my T-Mobile either. However, when I was considering an upgrade, I asked for confirmation that the same allowance would apply and they texted me confirming that my allowance was 3GB. However, they didn't confirm that it would continue with an upgrade - I suspect it was implicit but I'd want something a little more definite before going ahead. I didn't chase it up as I'm probably going to buy an unlocked Sim free phone.

Why not email or text them, stating what your current allowance is and asking for confirmation that this will continue after an upgrade?

zolablue25

Thanks Fifer. T-Mobiles website is a nightmare to navigate, they certainly don't want you to find a contact email address for customer services! I already have the phone and only 7 days to cancel so writing by snail mail is probably not going to give me an answer in time should it not be the answer I want.

Buzby

Your upgrade can only be to a Tariff that is currently available, so whilst you may be offered a similar bundle, unless it is called the same thing as your existing plan, here is no guarantee to will get all the benefits of your old tariff. You will find the package bundle and what you get as part of this on the website - just search for the tariff name.

zolablue25

That's the thing Busby. My Tariff is still available but when I signed up they were giving internet access for free which I have now had for 2 years. I wasn't made aware that I would lose any benefits that I had with my existing contract. I was under the, perhaps mistaken, belief that I was signing up for a contract extension. Maybe I should have known but I also feel that perhaps it should have been pointed out to me by the upgrade person if anything was to change. Hopefully they haven't changed anything but I won't really know until its too late. Think I need to ring 150 again and see if someone else can be more helpful......

oopsadaisydoddle

It seems like last time you upgraded, you did so to a plan that they gave you a loyalty offer for. Did you go through to retentions when you did the last upgrade and got the internet?

Sounds like they have given you a loyalty 'offer' of unlimited internet as an added extra to a standard tariff. In which case the loyalty offer would end when your contract did. This means that you are left with the basic tariff which is continuing and it is possible that is why they have said it will carry on as 'normal'.

Hope that makes sense, I have brain fog!

zolablue25

I haven't renewed before. When I initially signed up to T-mobile the deal was for 100mins, 100txts and free internet. That was the deal available to anyone at the time. TBH the 100minutes is about 10x the amount I use, the texts are useful and about the right amount for me but the free internet is the clincher for me. I don't use a lot of internet (don't stream) but I like to have it for email and occasional browsing so losing this is a deal breaker for me. I notice that they are currently offering 50mins, 250 txts and 250mb internet for 8p a month less than I'm paying including the same phone I just got on upgrade. That would do for me so maybe I can get put on to that tariff if I have definitely lost my free internet.

robbies_gal

u dont automtically keep the same freebies offers when u upgrade-they have to assess the costs of giving u a new phone and what it will cost them