Mobile Phone Contract - Price Rise Refunds

RandomCurve

ShowMeTheMoola wrote: »

Hi RandomCurve,

I have been reading though your posts on the MSE forums and would like to know if it's too late to send the template you posted above given that I received the letter a few weeks ago? I upgraded to another 24 month Tmobile contract in April 2013.

You have 30 days to send the first email from when you received the letter.

RandomCurve

ulaggy wrote: »

EE replied on the 7th day after I sent the first email so the second email is still in my draft folder. Where would I stand with that? It's nearly 7 days since I sent the reply (with my phone number in it). Do I send the second email (as no case manager has been forthcoming yet)? Because the first email doesn't say anything about customer service and if that is an important part of our case, I need to have some kind of email stating poor customer service, is that right? Thanks mate Or do I send the third email, editted to include something about customer service?

Edit: Just re-read 3rd email - you've mentioned customer service. My reply from EE was last Tuesday. Do I send today or wait till tomorrow do you reckon?

I'm a little confused. Assuming you have had a response from EE that is the standard "we have done nothing wrong" then send the second email without delay.

RandomCurve

Twmbarlwm wrote: »

Just joined. Thanks so much for all the useful info in this thread and the hard work of many people!

I'm going to send off the initial letter. Can I ask one thing - this increase has come at a time when my signal has declined appreciably.

After 12 years on Orange, it got worse under EE and now I can get no signal for large parts of the day. I stay at my elderly mother's place in Tenby in Pembrokeshire a lot of the time and it's the only internet I have.

Should I amend the letter to include my complaint about the declining service?

Just for info, Orange was always seen as the best network in Pembrokeshire and the majority of people had that network. Lots of disgruntled people there right now!

One final thing is - my letter is from the 7th April. Can I just confirm I have 30 days from then?

Any information gratefully received.

Thanks



Si

Welcome to the forum.
You have 30 days from when the letter was received.


You could seek a penalty free cancellation due to EE not delivering the contracted service, but go for the penalty free cancellation due to the price first. Also everyone else in your local area on EE would also have received the price rise notification - so get them to follow this forum too.

RandomCurve

djewson wrote: »

I have sent the 2nd email yesterday after waiting 8 days just to be sure.
Still have had absolutely no response from them since sending the 1st one tho
I notice the new email now with the tmobile red text on the bottom
I didn't include this on my 2nd email, I used the one without
Should I resend the email including the red text at the bottom ?

Keep up the good fight people
We should not be bullied

Only use the red text if you are on a T-Mobile contract taken out before 30th October 2012 - and change the text to "black".


Just chase up EE with the email and include the following at the beginning:
"Further to my email dated XXXX (copied below), I still have not received a response, I find this delay unacceptable and trust you will respond by return."

RandomCurve

lurkylurky wrote: »

Many thanks, RandomCurve.

I've just sent my first email to EE and will let you know their response.

Wish I had read your thread earlier as I also have an O2 contract but guess it's too late on that front.

Can I just point out to all the newbies posting on this thread that it is customary to thank a poster if the've posted something helpful or informative, by hitting the "thanks" button at the bottom of the relevant post.

You can probably get the O2 price rise refunded, but I don't think you can cancel your contract - all the emails are at the beginning of this forum if you want to go for that - there is a six year time limit!

RandomCurve

snakeyface wrote: »

Hi all! I sent RandomCurve's first template 9 days ago and just sent RC's second template. I have received no response.

I was just wondering what the next step would be if I receive no response at all? Presumably I wouldn't be able to send the third template as it refers to a response from EE.

Thanks!

I'd also like to thank RandomCurve and the others who are working so hard on this, it's very much appreciated by all of us who don't know how to argue!

Have they got your account or phone number? If not resend with the numbers. If they have the details already let me know and we will see if we can get this to CISAS.

RandomCurve

Matthew_c wrote: »

Think i just !!!!!!ed things up - I want to get out of my contract not receive the rise refund - Given that they ignore the emails generally would it be too late to send the other email template #44 ?

Use the template at #99

Twmbarlwm

RandomCurve wrote: »

Welcome to the forum.
You have 30 days from when the letter was received.


You could seek a penalty free cancellation due to EE not delivering the contracted service, but go for the penalty free cancellation due to the price first. Also everyone else in your local area on EE would also have received the price rise notification - so get them to follow this forum too.

Thank you so much RC. Things are quite hectic and stressful at the minute. So this is one thing I could do without - having this advice has helped with that!

I have spread the word already to others. I've spoken to at least half a dozen people I trust who are adamant that the service has declined markedly in recent times.

One thing - sorry for being dull, but where's this "thank" button? I'm posting from an iphone - is it available on that?



Si

ulaggy

RandomCurve wrote: »

I'm a little confused. Assuming you have had a response from EE that is the standard "we have done nothing wrong" then send the second email without delay.

I sent the first email (post 80), and then on Day 7 I was going to send the second email (post 135) but whilst the email was in my draft folder - I wanted to clarify that typo with you (my post, 137), they sent me the email asking for account number or phone number and saying that I'd be assigned a case manager.

"Thank you for your email,



I understand that you have experienced issues with the service received and would like to raise these concerns. To enable to me fully investigate these matters please provide your Mobile or account number. Once this information is received, you will be assigned a case manager who will contact you directly.



EE Executive Office"

So I responded with my phone number, and didn't send the second email (post 135) because it seemed that that was only to send if there had been no response. It's now been another 7 days. Should I send that second email (post 135) now with a copy of my second email (the one containing my phone number) included as I've not had a case manager assigned yet. Or do I just send the email in post 175?

If I'm thinking right, having left it 7 days without a response to my email (the one with my phone number), I should send the second email (post 135) now with my phone number included and also state that it has been xx days since my first email, and despite the fact I've responded in a timely manner, I have been left waiting again and again.

Would I only send the email in post 175 if I receive the "Sorry you are unhappy, but blah blah blah RPI blah blah blah" response?

Thanks mate, you're an absolute diamond!

claireb1

Hi

Can anyone help me with this. I'm an EE Customer with a year left on my contract what is the first step's? As recieved a letter about the 2.7% increase about 7 days ago. For it to go up in May.

Any help appreciated want fight this.