T-mobile sucks!

pharao

Hi all. Just wanted to share my stories with this mobile provider. I've been with them personally for 10 years and some of my family also are with T-Mobile. In recent years their service went completely down. My experiences were:

- When moved home I noticed there is a terrible reception inside my new place. Only "next to a window in the kitchen" I could actually get signal and use my mobile. And no, I don't live countryside or far suburbs or in the basement. When I called T-Mobile they said I will get free of charge signal booster box. Great! It indeed improved the signal but very often I still couldn't actually talk. When trying to make a call "unable to make a call", when talking with someone sudden disconnection and etc. Maybe it was technology related but damn it, XXI century and I can't use my mobile phone and hundreds of free minutes at home. Thankfully very recently those problems just vanished but let's just hope it will stay like that!

- When I changed my mobile phone to iphone, somehow my settings of notifying with text message that someone tried to reach me switched off. As I had bad reception (look above point) people couldn't reach me and I didn't even know about it! As most of them didn't leave me a message on the voicemail I had no idea they tried to reach me. I've only noticed this after some time and when called T-Mobile they fixed it.

- Someone from "T-Mobile" called me from time to time offering "great package" of new line etc. Firstly, who allowed them to call? Secondly, they were actually T-Mobile partners (but they've been saying they call from T-Mobile). Thirdly, only after I called actual T-Mobile they (with struggle) have said I have been unsubscribed.

- If calling me with offers wasn't enough, I was also getting EE text messages. "EE is in your area and it is great, join us" - no thank you! None of text messages had any information on how to stop it. Sending stop to that number (which showed as T-mobile) didn't accept my text. Only after I called T-Mobile the messages stopped (at least for now). Why the hell T-Mobile subscribed me to such in the first place?

- After Ios update in Iphone (or above points with unsubscribing attempts), my text notifying of missed calls switched off again. What a c**p! Now, I called T-Mobile and spoke with someone who has told me that "T-Mobile does NOT offer such feature". Utter madness! I asked him 5 times if he is sure and 100% correct. I even asked to switch me to someone else but "I'm sorry, I can't switch you to other person, you have to call us again". That is indeed great going again through "choose no xxx". I've called again and what, another person has told me that they can switch it on BUT the feature doesn't work like I have said. She said something like that if person tries to reach me and I'm out of reception or with mobile turned off, that person will not have a possibility to leave a message on my voicemail but I will get a text message that person tried to call me. I've said fine (but I wasn't happy) and she switched it on BUT, the feature actually works like it was supposed to. I get text message but it is also possible to leave a message on voicemail. Complete lack of knowledge from T-mobile advisers!

- Another problem was with different T-Mobile line (business line). Few months ago I renewed contract. As I was there on flext I had international calls included. Adviser has told me I will get on new contract 60minutes international calls included. As this is a business line and monthly direct debit payment which were going were in expected amounts I didn't look in detailed bills. That line has been 6 years with T-mobile so it is normal I have to renew contract once a year or every 2 years. Only now after about 6 months I've noticed something is not correct. I was charged for international calls. Small amounts (around 10-15£ per month max) but still something which shouldn't have been. I called T-Mobile and to my surprise what I was told? That it is MY RESPONSIBILITY to check if I am on correct contract and only WITHIN 14 days after having it agreed they can do something about it! Well, thank you dear T-Mobile (exactly Anita adviser)!!! The person didn't want to discuss it further and didn't want to escalate it above saying there is no basis to do that as it is MY FAULT! Great, now I know I can't trust my mobile phone provider and have to check it on everything! I was then just writing an official letter complaint when I logged back to the account and found on the main page information "You're on Get 60 free minutes if you top up £10 each month....". This was under "My Plan". When I tried to get into "View contract" the page only has shown me an error. Awesome! So, another call to T-Mobile as this time I even have proof on their website that I was supposed to get included international calls, which Anit didn't bother to check. This time adviser was more keen to at least check it. Obviously they didn't see such information on my screen but she will speak with manager. After few minutes "Yes sir, you are right, we made a mistake"... BUT that's not all! If they change me to international I will have to pay for Internet usage, meaning I will OWE money to T-Mobile. Awesome! It is indeed good that I actually knew what we were doing with that mobile phone and that there was NO Internet usage at all. T-Mobile adviser couldn't comment on it as she didn't have access to such. Great service again! I am currently waiting as they now need a week to calculate how much they owe me. This may not be the end of the case!

- While being abroad I tried to get that package which T-Mobile offers, where my roaming charges will be included to some amount. First thing, the service didn't activate (although I've sent two text messages as I was pretty sure I should get confirmation). There was no point to call T-Mobile as I was abroad already so it would cost me more to add if while talking with them, than what I would have saved. After coming back to UK I've found that indeed the feature wasn't added BUT I was charged for it anyway! This was connected with my previous abroad visit which was few weeks earlier. I've called T-Mobile and was told that it was their fault and he doesn't know why feature wasn't added. I was reimbursed for the feature but at the end told that even if I had it I would have paid the same amount of money for roaming. Then why the hell T-Mobile offers such feature if I don't save anything!

- While abroad, I was in EU island which is close to Turkey. My provider there changed few times to Turkish and as I made few calls then my roaming charges were way higher than within EU. I didn't bother calling T-Mobile as it was a small amount anyway and I knew I have to spend at least half an hour to an hour to reach customer services, to explain the problem, for them to check it and eventually they would have probably said that it was my fault as I shouldn't have used Turkish reception.

I think I've covered all situations. All happened within last 2 years (while most within one year). T-Mobile is getting so bad I'm thinking of changing it to other provider. Together with all the other lines I can change within my family and business. Not that they make constant faults and mistakes, they also have terrible customer support and absolutely don't care for their old customers.

dealer_wins

I would change networks immediately, if not sooner!!

pharao

It things like that keep happening I will certainly change them or at least think about the change when my contract is nearer the finish date.

spannerzone

Wow, my head aches after trying to go through that lot

I'd agree and move to another provider who you'll probably have a different load of issues to contend with, they're all as good or as bad as eachother.

Signal issues certainly happen to all and sundry, roaming issues also happen and being close to a non european country and roaming to another non EU network is unfortunate but hardly Tmobile's fault, it's more down to how signals travel.

As much as we all love to hate big corporates, sometimes sh*t happens and you have to make the best of it.

Zebrdee

T-mobile sucks!

Agreed - after another 30 mins on the phone with CS/retentions, I might finally be free of them. They're going to call me back tomorrow as the system isn't letting them do 'something'. Bizarrely, they offered me a 'retentions' deal that was about 30% more than last time. :eek:

I read on another forum that Quidco will give you £70 cashback on the £11/month SIM only deal, which is about half what I was paying (£5.17). After all this I won't be taking it as I don't trust them one little bit. :mad:

pharao

I just have written a complaint which will be sent to T-Mobile relating to my dad's account which I looked at recently. Main points from that complaint, which I also included in the complaint so that T-Mobile does not "forget" about some of the problems I have written down:

1. Information on two T-Mobile sources (bill and T-Mobile website) indicate different allowance for Euro Talk and Text Booster;
2. No summary of calls and allowance made relating to Euro Talk and Text Booster;
3. Calculation of minutes used within allowance shows that full allowance has not been used and I was charged for extra calls made and received;
4. If there is something like "1 full minute" billing then there is no information about it and such calculation should not be used when using boosters;
5. If receiving text messages in EU is free why do I have both included within allowance and excluded (so I had to pay extra) with itemised information that text message was sent to my own mobile phone number;
6. If FlexT allowance does not include roaming then why it is included on the graph, even though I had many roaming boosters added and was also charged extra for exceeding my allowance?
7. Make a correction to my address so that it displays fully on bills and not only at T-Mobile system, as I was told by an adviser.