We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Poor service on 4G with new Tesco 24th contract, options needed please
Options
Hello all,
I was just wondering where I stood in regards to my mobile phone network?
I'm with Tesco mobile.
The problem is that I'm not actually getting what they said I would.
I was with them before hand with a long term contract that had ended.
After about a further year of a 'rolling contract' I called (4th June) to cancel and move solely to another network (T-mobile - Full Monty Package - Unlimited internet, 2000mins any network inc landlines and I believe 500txt . I had actually already started using T-mobile and was very happy with it as I was on-line for serval hours per-day; watching movies, video clips and music on You Tube and its ilk, using social networks, internet calls on whats app etc. I was never 'warned that I was close to my fare user agreement let alone gone over my limit…. but my phone conked out on me). That contract is coming to an end.
Meanwhile back at Tesco….
I was, however talked into staying by ''Ryan' at Tesco Mobile, a very persuasive salesman.
I mentioned that I had 3G coverage on my old contract with them and that was poor. "Thats because your iphone needed upgrading, informed him that it was upgraded. "Then its because the old iphone cannot take the upgrade, it wouldn't work as well even with the upgrade" He guaranteed that I would get 4G coverage and had excellent coverage in my area as, "Oh actually you live right next to one of our masks"
This has not been confirmed by any of the subsequent customer service /technical team members I've spoken to since. "We have a lot of masks all over London so you shouldn't really have a problem"
Ryan added that unlimited was not really unlimited and networks have a limit of around 6-7GB? I mentioned T-mobile and my experience but that was poo poo'd.
I explained to Ryan what I liked doing on my phone. "This phone and package will allow you to do just that and more it also take brilliant pictures and the viewing quality is amazing"
I joked that he would be saying all these wonderful things as he's a sales man. "Oh we don't get commission on this so why would I lie to you"
I informed Ryan that I needed to transfer data from a MAC. "Thats no problem"
He also asked if I had a landline - No I said, I rely solely on my mobile.
Did I have Wifi 'No, only a dongle' Why not? I explained at present that was not an option for me. He went on for some time about this……
In the end my, 24 month contract package consisted of 3000mins, !!5000txt (I asked for a reduction and re-jig to my needs as I am not a teenager nor do I text to that extent but this was refused "this is what Tesco has on all its contracts, it doesn't change") 8GB data with added 1GB loyalty Bundle per month and A Sony Xperia Z2. For the princely sum of £45.50 per month.
Since getting the Sony Z2 however I have not been able to do one iota of what I was told I could do. Every action is tedious and with flaws due to the poor connection. Yet I have now been told I have used up all my 9GB of internet data and will incur extra costs if I choose to continue. I can only assume that the usage was used up with my having to continually reload every page I tried to open.
I have spoken to customer care several times with since turning the phone on with the following problems:
1)Poor call quality. Customer service personal have even remarked that the "connection is really bad, have you got another number we can call you back on. reminded them no I don't and also this was the reason for which I was calling them! I have to go into my bathroom to get anything like a clear signal.
2)The phone actually works better on speaker phone?!?! not convenient….
3)Little or no internet connection. Often has a red cross at the signal strength indicator or at best I have been getting 1 - 2 bars. Also noted and reported by the in-store sales assistance at Tesco Mobile. I rarely get a 4G indicator.
4)Spooling of videos or not loading at all. Being asked to reload, try again later.
5)Not being able to watch videos on Facebook, a message comes up stating that "Cannot play video - sorry, but an unknown error occurred while trying to play this video"
6)Not being able to google freely - " sorry try again later" or Sorry no internet connection"
7)Having constant messages on the phone stating that there is no connection and that I should try again.
I've reminded them that everything these days is connected to the internet and without it i just have a bog standard mobile, but with poor calls I also just have a colourful brick!
The phone was changed in store (2nd August) after the sales man called on my behalf. My sim was tried in another phone, no joy, a different sim was tried in my phone - no joy; the person on the other end suggested that they change the phone for me in-store.
A phone was given to me but I do not believe that it came from a sealed box. The sales man came out of the store room with it already out of the box, box in hand. This did not help anyway.
Only one phone Tech personnel was helpful, he knew the phone and where to look for certain settings. He also was informative about the iphone. He found out that some settings had not been completed so he 'Mark' (4th August) help me set them up. But not even this helped. The phone was also rebooted / factory reset. No joy.
I spoke to an unknown tech member on the afternoon of the 6th August, finally had to hang up after he would not get off script. I reminded him that he was supposed to be from the Tech team but all he was doing was telling me that I had a poor phone connection and that I can't return the phone in light of the length of time I had now had the phone. when I reminded him he was supposed to be helping me and I just wanted the phone to work; he eventually suggested a sim change by going in store. He also informed my that the mask in me area was experiencing problems that day. I asked how long it had been down. "Just today" So I pointed out that was not connected to my problems as mine had been on going for some weeks now.
I had a medical emergency on 6th -7th August early hours (chest pains) but couldn't even get a signal to call to get advice. Scary :-/ (now having test)
I called again on the 7th August. In store. I spoke to a female (forgot to write down name)she suggested I send the phone in for repairs. Jiffy bag with P&P covered I put the phone down having initially reluctantly agreeing to this path but on reflection I called back moments later not happy to carry on this fiasco.
I requested to talk to a manager. I got past around via the phone person to person and left on hold. I spoke to Demi? and Lewis. I insisted on talking to a manager. I was told he "Lewis' was putting me through to the Tech team manager which I protested about as I had had no conclusion there. Lewis said he could not find a manager in his own department. However it was insisted that there was a manager there; and that person would be in a position to help me further.
Manager 'Richard' spoke to me. He insisted that the only option left to me was to have the phone sent in as I had just agree to and that the phone was changed before only on the good will of the store. I reminded him that customer services actually suggested the change.
I mention all the above concerns and problems. The medical scare. The fact I'm paying over forty pounds a month for a service that I am yet to receive. I told him I am not in the habit of paying out my hard earn cash for services not received and would he be willing to do that?
He kept to script.
I said I wanted to end the contract as I was not getting what I was promised and what I am paying for. I can not see how 'repairing a phone would help coverage concerns? Especially as the phone was changed already.
"You can't end the contract"
Finally Richard said. "You can end the contract but then you will have to pay the outstanding cost" I did not reply.
Richard even said "There is nothing wrong with the phone we have sold thousands of them! "Its a new phone" I asked if that stops a phone having problems? "No"I asked then, if I was the only person experiencing problems with this phone, he didn't answer.
I then ask to speak to someone above him. He said that there was no one above him. Richard informed me that I "could be referred to the 'Concerns Team' would I want that?" I said yes I would. Richard said that "they will contact you within three working days".
Today is Saturday 9th August and I have not received the call promised to me. I have however received the Jiffy bag and and an E-mail stating that I have agreed to send my phone in for repair. I have since replied to the e-mail reminding them of the last plan. I said I was awaiting their call.
What do you think?
Where do I stand?
I've had enough of this network already!!!
If it worked I would be happy enough to keep and pay for the contract.
I initially said to all the techs / customer service personnel that I just wanted the phone to work, but now…..I really would just like to end this burden of a contract.
It was suggested I should try a brand new phone, one that I could guarantee was from a sealed box. If it helps I'm up for that.
Your help and advice would be most appreciated :-)
Signed Desperate……
(Newbi2014) :-)
I was just wondering where I stood in regards to my mobile phone network?
I'm with Tesco mobile.
The problem is that I'm not actually getting what they said I would.
I was with them before hand with a long term contract that had ended.
After about a further year of a 'rolling contract' I called (4th June) to cancel and move solely to another network (T-mobile - Full Monty Package - Unlimited internet, 2000mins any network inc landlines and I believe 500txt . I had actually already started using T-mobile and was very happy with it as I was on-line for serval hours per-day; watching movies, video clips and music on You Tube and its ilk, using social networks, internet calls on whats app etc. I was never 'warned that I was close to my fare user agreement let alone gone over my limit…. but my phone conked out on me). That contract is coming to an end.
Meanwhile back at Tesco….
I was, however talked into staying by ''Ryan' at Tesco Mobile, a very persuasive salesman.
I mentioned that I had 3G coverage on my old contract with them and that was poor. "Thats because your iphone needed upgrading, informed him that it was upgraded. "Then its because the old iphone cannot take the upgrade, it wouldn't work as well even with the upgrade" He guaranteed that I would get 4G coverage and had excellent coverage in my area as, "Oh actually you live right next to one of our masks"
This has not been confirmed by any of the subsequent customer service /technical team members I've spoken to since. "We have a lot of masks all over London so you shouldn't really have a problem"
Ryan added that unlimited was not really unlimited and networks have a limit of around 6-7GB? I mentioned T-mobile and my experience but that was poo poo'd.
I explained to Ryan what I liked doing on my phone. "This phone and package will allow you to do just that and more it also take brilliant pictures and the viewing quality is amazing"
I joked that he would be saying all these wonderful things as he's a sales man. "Oh we don't get commission on this so why would I lie to you"
I informed Ryan that I needed to transfer data from a MAC. "Thats no problem"
He also asked if I had a landline - No I said, I rely solely on my mobile.
Did I have Wifi 'No, only a dongle' Why not? I explained at present that was not an option for me. He went on for some time about this……
In the end my, 24 month contract package consisted of 3000mins, !!5000txt (I asked for a reduction and re-jig to my needs as I am not a teenager nor do I text to that extent but this was refused "this is what Tesco has on all its contracts, it doesn't change") 8GB data with added 1GB loyalty Bundle per month and A Sony Xperia Z2. For the princely sum of £45.50 per month.
Since getting the Sony Z2 however I have not been able to do one iota of what I was told I could do. Every action is tedious and with flaws due to the poor connection. Yet I have now been told I have used up all my 9GB of internet data and will incur extra costs if I choose to continue. I can only assume that the usage was used up with my having to continually reload every page I tried to open.
I have spoken to customer care several times with since turning the phone on with the following problems:
1)Poor call quality. Customer service personal have even remarked that the "connection is really bad, have you got another number we can call you back on. reminded them no I don't and also this was the reason for which I was calling them! I have to go into my bathroom to get anything like a clear signal.
2)The phone actually works better on speaker phone?!?! not convenient….
3)Little or no internet connection. Often has a red cross at the signal strength indicator or at best I have been getting 1 - 2 bars. Also noted and reported by the in-store sales assistance at Tesco Mobile. I rarely get a 4G indicator.
4)Spooling of videos or not loading at all. Being asked to reload, try again later.
5)Not being able to watch videos on Facebook, a message comes up stating that "Cannot play video - sorry, but an unknown error occurred while trying to play this video"
6)Not being able to google freely - " sorry try again later" or Sorry no internet connection"
7)Having constant messages on the phone stating that there is no connection and that I should try again.
I've reminded them that everything these days is connected to the internet and without it i just have a bog standard mobile, but with poor calls I also just have a colourful brick!
The phone was changed in store (2nd August) after the sales man called on my behalf. My sim was tried in another phone, no joy, a different sim was tried in my phone - no joy; the person on the other end suggested that they change the phone for me in-store.
A phone was given to me but I do not believe that it came from a sealed box. The sales man came out of the store room with it already out of the box, box in hand. This did not help anyway.
Only one phone Tech personnel was helpful, he knew the phone and where to look for certain settings. He also was informative about the iphone. He found out that some settings had not been completed so he 'Mark' (4th August) help me set them up. But not even this helped. The phone was also rebooted / factory reset. No joy.
I spoke to an unknown tech member on the afternoon of the 6th August, finally had to hang up after he would not get off script. I reminded him that he was supposed to be from the Tech team but all he was doing was telling me that I had a poor phone connection and that I can't return the phone in light of the length of time I had now had the phone. when I reminded him he was supposed to be helping me and I just wanted the phone to work; he eventually suggested a sim change by going in store. He also informed my that the mask in me area was experiencing problems that day. I asked how long it had been down. "Just today" So I pointed out that was not connected to my problems as mine had been on going for some weeks now.
I had a medical emergency on 6th -7th August early hours (chest pains) but couldn't even get a signal to call to get advice. Scary :-/ (now having test)
I called again on the 7th August. In store. I spoke to a female (forgot to write down name)she suggested I send the phone in for repairs. Jiffy bag with P&P covered I put the phone down having initially reluctantly agreeing to this path but on reflection I called back moments later not happy to carry on this fiasco.
I requested to talk to a manager. I got past around via the phone person to person and left on hold. I spoke to Demi? and Lewis. I insisted on talking to a manager. I was told he "Lewis' was putting me through to the Tech team manager which I protested about as I had had no conclusion there. Lewis said he could not find a manager in his own department. However it was insisted that there was a manager there; and that person would be in a position to help me further.
Manager 'Richard' spoke to me. He insisted that the only option left to me was to have the phone sent in as I had just agree to and that the phone was changed before only on the good will of the store. I reminded him that customer services actually suggested the change.
I mention all the above concerns and problems. The medical scare. The fact I'm paying over forty pounds a month for a service that I am yet to receive. I told him I am not in the habit of paying out my hard earn cash for services not received and would he be willing to do that?
He kept to script.
I said I wanted to end the contract as I was not getting what I was promised and what I am paying for. I can not see how 'repairing a phone would help coverage concerns? Especially as the phone was changed already.
"You can't end the contract"
Finally Richard said. "You can end the contract but then you will have to pay the outstanding cost" I did not reply.
Richard even said "There is nothing wrong with the phone we have sold thousands of them! "Its a new phone" I asked if that stops a phone having problems? "No"I asked then, if I was the only person experiencing problems with this phone, he didn't answer.
I then ask to speak to someone above him. He said that there was no one above him. Richard informed me that I "could be referred to the 'Concerns Team' would I want that?" I said yes I would. Richard said that "they will contact you within three working days".
Today is Saturday 9th August and I have not received the call promised to me. I have however received the Jiffy bag and and an E-mail stating that I have agreed to send my phone in for repair. I have since replied to the e-mail reminding them of the last plan. I said I was awaiting their call.
What do you think?
Where do I stand?
I've had enough of this network already!!!
If it worked I would be happy enough to keep and pay for the contract.
I initially said to all the techs / customer service personnel that I just wanted the phone to work, but now…..I really would just like to end this burden of a contract.
It was suggested I should try a brand new phone, one that I could guarantee was from a sealed box. If it helps I'm up for that.
Your help and advice would be most appreciated :-)
Signed Desperate……
(Newbi2014) :-)
0
Comments
-
read half then got boredDon't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0
-
He has got new phone on contract from Tesco paying £45 or so and is unable to use internet and voice calls quality is bad because of poor network coverage.I got a little over half way, then had to get back to work.
Hopefully someone will summarise the salient points at some stage..
Tesco has replaced his phone and also tried different sim to see if it improves, which it hasn't.
Op now wants to cancel his contract but tesco told him he cant without paying rest of his contract off.0 -
So you knew you had poor 3g with Tesco beforehand and believed a salesman.........
Unless tesco release you under a goodwill agreement you make with them I'm afraid you are stuck with your contract and you'll have to pay it off to move your number elsewhere.0 -
So you knew you had poor 3g with Tesco beforehand and believed a salesman.........
Unless tesco release you under a goodwill agreement you make with them I'm afraid you are stuck with your contract and you'll have to pay it off to move your number elsewhere.
Yep, sounds about right
. ====0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 351K Banking & Borrowing
- 253.1K Reduce Debt & Boost Income
- 453.6K Spending & Discounts
- 244K Work, Benefits & Business
- 598.9K Mortgages, Homes & Bills
- 176.9K Life & Family
- 257.3K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards