EE switched off my mast!

NFH

Buzby wrote: »

Of course they can. No network guarantees the availability of its signals and only if the network itself was unavailable would you stand a chance. The fact it doesn't work in a area the user would like is an irrelevance.

There's a big difference between an unplanned outage and deliberately removing coverage. Whereas the former would not usually justify cancelling the contract, the latter almost certainly does.

Silk

Buzby wrote: »

Of course they can. No network guarantees the availability of its signals and only if the network itself was unavailable would you stand a chance. The fact it doesn't work in a area the user would like is an irrelevance.

Thats not how it works in this situation.

The OP will have agreed to and enjoyed a service that worked well at the primary location ie. the billing address

The fact that the network has removed that service on a permament basis is enough to demand breach of contract and cancel without penalty

swedgehog

Emailed Tmobile customer service, but got an auto reply that they're not accepting emails while they improve their email service! Oh the irony. I'll be hunting for a postal address or email for someone senior tomorrow.

NFH

swedgehog wrote: »

Emailed Tmobile customer service, but got an auto reply that they're not accepting emails while they improve their email service! Oh the irony. I'll be hunting for a postal address or email for someone senior tomorrow.

T-Mobile are therefore breaching Regulation 6(1)(c) of the Electronic Commerce (EC Directive) Regulations 2002 which obliges T-Mobile to provide their "electronic mail address, which makes it possible to contact [them] rapidly and communicate with [them] in a direct and effective manner".

Buzby

Sigh!

Read message #9, middle paragraph.

Don't you just love when people trot out so-called transgression that, in the real world, do not assist consumers in the slightest.

I am unaware of any network insisting on a customer being held where the network has removed infrastructure. The process is called 'goodwill'. Nothing else is required.

swedgehog

NFH wrote: »

T-Mobile are therefore breaching Regulation 6(1)(c) of the Electronic Commerce (EC Directive) Regulations 2002[/URL] which obliges T-Mobile to provide their "electronic mail address, which makes it possible to contact [them] rapidly and communicate with [them] in a direct and effective manner".

Thanks NFH, that's another paragraph to my letter then! For info, the full auto reply from the Customer.services@t-mobile.co.uk address was:

"Please accept our apologies, we are in the process of improving our e-mail service, and cannot deal with your e-mail enquiry at this time.

For the moment, can we ask you to use one of our alternative Customer Service channels, where our advisors will be happy to answer any question or resolve any enquiry you may have.

You can contact us, between 8am to 10pm by :-

dialling 150 from your Orange handset or
calling us on 07973100150 from a landline*
Our Text Service provides text message support on 150 - just send 'help' to 150
If your abroad you can also contact on 07973100150**
You can manage your account online, 24 hours a day at Your Account
You can also manage your account and get answers to most questions, using our Your Orange app, available to download for all smartphones
You can talk to one of our agents using our Click to chat services on our website
Alternatively, our Orange helpers are always ready to provide support if you visit our social media sites @OrangeHelpers on twitter or search for Orange Helpers on Facebook

Apologies once again, but we hope to be back soon with an even better email service, so we appreciate your understanding at this time."

Aye_Up

[EMAIL="olaf.swantee@ee.co.uk"]olaf.swantee@ee.co.uk[/EMAIL]

he is the chief exec pop him a note and see what happens

Herongull

Buzby wrote: »

Sigh!

Read message #9, middle paragraph.

Don't you just love when people trot out so-called transgression that, in the real world, do not assist consumers in the slightest.

I am unaware of any network insisting on a customer being held where the network has removed infrastructure. The process is called 'goodwill'. Nothing else is required.

But when a company agrees to do something out of "goodwill" it can mean that they know they haven't a leg to stand on, but don't want to admit it...

matttye

Herongull wrote: »

But when a company agrees to do something out of "goodwill" it can mean that they know they haven't a leg to stand on, but don't want to admit it...

..and usually does!

swedgehog

Aye_Up wrote: »

[EMAIL="olaf.swantee@ee.co.uk"]olaf.swantee@ee.co.uk[/EMAIL]

he is the chief exec pop him a note and see what happens

Thanks, done. Maybe his PA can get to the customer service team if nothing else ;-)