T-Mobile incorrect charges - What to do???

alchemistkevin

Can anyone help with some factual advice please?

I am a T-Mobile Relax 35 customer and have been charged extra for calling an 079 number, which they say is a channel islands number or a roaming number and I'm being charged for making international calls.

I have read and re-read their conditions but I can't understand how can I be charged for making an international call until I dial 00xx to access other countries???

Can any one help to shed more light on this or tell me a quick way to get the charges cancelled?

I have called the customer services but they don't seem to care and no supervisors are available - they say I can't leave the network and can't have the charges waived!!!

I have spent almost an hour on the phone (very politely) and want a quick resolution to this... Is their any specific guidelines by OfTel or T-Mobile themselves that define international calls as 00xx which I can refer the customer services to get a refund on the charges???


Thanks in advance...

redux

No, networks don't necessarily include Channel Island and Isle of Man numbers within inclusive minutes (or at UK rates for text messages), and there are also some other numbers excluded or even barred.

The Vodafone website for example does have a list of excepted prefixes, but perhaps T-mobile just assume you'll know where the destination is.

You can search for numbers you're not sure about on

http://www.magsys.co.uk/telecom/codelook.asp

but these are some to keep an eye out for

07624 - Isle of Man
07781 - Guernsey
07797 - Jersey
079111, 079117 - Guernsey
07924 - Isle of Man
07937 - Jersey

also, these are actually barred by T-mobile at present

077000 - Wire9
079112, 079118 - Mobiboo
079788 - Truphone

I think the best you'll be able to manage is a goodwill refund this time, but not next.

For cheaper calls in future, you might use a callthrough service like the London access number of a 18185 or Voipcheap account, as they seem to count them all as the same UK mobile tariff

dduk

The prices are listed on the T-Mobile website. You can find the link by selecting "Our Services" on the top menu bar, then "Costs from the UK" then "Calling Costs"

Jersey and Guernsey are both listed separately but are both charged as Zone 2 - 50p/min.

Grandmama

I live on the Isle of Man and our phone prices are extortionate especially if we use the IOM Pronto mobile, which as the moment is the only mobile service on the island. We are hoping that another provider will be operating soon. If you come to the IOM for a holiday or as recently the TT races you have to have your phone Ok'd for Global use. My friend from UK had to call Green Flag car rescue from the IOM on his mobile. In UK this would have been free. It cost him £12! I swop over from Manx Pronto sim card to O2 PAYGo when I travel across to the UK. The Channel islands and the IOM are not in the UK! Only part of the British Isles. They are also not part of the EU as paid up members.

redux

Grandmama wrote: »

I live on the Isle of Man and our phone prices are extortionate especially if we use the IOM Pronto mobile, which as the moment is the only mobile service on the island. We are hoping that another provider will be operating soon.

www.cloud9.im - 10 days ago

www.surething.im - next Tuesday

Grandmama

Thaks redux. But the shop was not open in Douglas last week so I thought that nothing was going yet. Will call in the shop later this week. Are there any good offers?

redux

Grandmama wrote: »

Are there any good offers?

I don't know, but some tariff details are on the website.

I'm in the south of the UK, read about them elsewhere, and am interested in the cheaper roaming possibilities - which is also possible with several reseller brands of CallKey, a virtual operator on Manx Pronto.