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Help with EE/T-Mobile
hgotsparkle
Posts: 1,282 Forumite
I have a T-Mobile Mobile Broadband box, have done since April (as we do not have a phone line and don't want to pay for one to be installed), it did work fine but for the last month its barely worked. Phoned them up last night asking if I can cancel as its pointless paying £15 a month for something that doesn't work. They ran a diagnostics and said that the signal in our area should be very good, I said you can't possibly know that for certain unless you are in the area, and we no longer get a signal.
They said to cancel it would be a charge of £175 as we are in a contract, fair enough, but they are not providing the service that we are paying for.
They are trying to blame it on the mobile broadband box as we tried to reset it when they told us to and there was no change, they are now sending out a new box today. I asked them if this one doesn't work can I then cancel, they just said "we'll cross that bridge if we come to it".
Now, I know that it is the signal strength, not a faulty box as people who live in the same village on EE, Orange and T-Mobile also have been having problems getting signal lately.
My question is, once this other box fails, do I then have any rights to cancel without being charged as they are claiming to provide a service which they are clearly not as I can't use it! Can I use any information from Trading Standards on them and what are my rights?
They said to cancel it would be a charge of £175 as we are in a contract, fair enough, but they are not providing the service that we are paying for.
They are trying to blame it on the mobile broadband box as we tried to reset it when they told us to and there was no change, they are now sending out a new box today. I asked them if this one doesn't work can I then cancel, they just said "we'll cross that bridge if we come to it".
Now, I know that it is the signal strength, not a faulty box as people who live in the same village on EE, Orange and T-Mobile also have been having problems getting signal lately.
My question is, once this other box fails, do I then have any rights to cancel without being charged as they are claiming to provide a service which they are clearly not as I can't use it! Can I use any information from Trading Standards on them and what are my rights?
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