T Mobile fiasco

Carl_Rogers_2

Basically, have no internet at home so been using phone 3G, unbeknownst to me because there is no Wifi, I was using more than I thought as phone was downloading updates etc all the time in the background.

Phone T Mobile as soon as I was aware of this, spoke to someone who sounded really helpful. They said they could offer me an exception/courtesy package, of 6 months unlimited data, so I went away feeling quite happy, the call was all very relaxed. Was told package would be activated in 24 hours.

When it wasn't I called up again, paid 50p to prioritise the call again, and this time got through the Scottish Call centre rather than the one in Jamaica or wherever it is.

Wonder where my new package is? Apparently no record of this call, no notes on my account, and it's not possible to do any such thing. So I have basically been told a complete pack of nonsense!

First step was them trying to sell me a more expensive package with more data, I refused that and escalated, finally got through to someone but apparently they couldn't add more data to my package, I've had to be upgraded and now have a different package but my overage will be billed at £6.99 per 100MB but they said they will refund any charges once the bill comes in.

Of course I want to believe this but having been lied to once, I feel very uncomfortable accepting this offer. But I need a solution - I was told the call was recorded and the person updated my notes as we spoke.

This has caused me a lot of extra stress and an hour of my time today that I could ill afford with other things I need to sort out - surely they will have a record of who I spoke to and why they offered me a non existent solution so steps can be taken to prevent this happening to someone else?!

I really don't feel comfortable committing to another package with TMobile just now but I feel I have no choice as I can't afford to be without a phone as well as internet while I switch to another company!

I have tried to just state the facts here, though obviously I do feel very annoyed!

Neil49

As long as you have reached the minimum term of your contract you can give 1 months notice and ask for your pac to transfer your number to a new provider.

The switchover process nowadays is quite quick and you would typically be without Internet access for less than an hour.

NiftyDigits

Perhaps best to state how much you are paying and what you get for your monthly payment.

Carl_Rogers_2

Sounds good in theory. But then again so much as gone wrong in the last month I don't quite trust in anything.

I been offered 4G deal with 2GB internet, 2000 minutes and unlimited texts for £12.99 a month. Ordinarily I wouldn't even use anything at all like that, it seems OK for me - assuming they have told me the truth this time!

Tony5101

That sounds like an EE retention deal. Was offered something very similar to that myself earlier today.

d123

EE do that deal for retentions, it's available as a second line special offer as well, though I see it's gone up to £13.99 sometime fairly recently.

Get an extra line

If you already have an EE connection and you want to add another, these give you an even better deal.

£13.99 2GB 2000 Unlimited

http://shop.ee.co.uk/mobile-tariffs/sim-only-plans

NiftyDigits

Carl_Rogers wrote: »

Sounds good in theory. But then again so much as gone wrong in the last month I don't quite trust in anything.

I been offered 4G deal with 2GB internet, 2000 minutes and unlimited texts for £12.99 a month. Ordinarily I wouldn't even use anything at all like that, it seems OK for me - assuming they have told me the truth this time!

What were you on before?
As far as I know, you can't go over your data allowance with EE. You actually have to choose to buy more.
Yes, the allowance offered is a 12 month SIM only deal that can be offered.

If like me, you are a very occasional user, T-Mobile PAYG does offer a six month 'unlimited Internet' package for £20.

Carl_Rogers_2

Was on about £12 for 500 minutes, unlimited texts and 1GB data. Although I don't use much data normally, it's useful to have some backup.

Perhaps the confusion was because I was on an old T-Mobile deal, which apparently does let you go over and charges accordingly. Although I had 0MB on my allowance for at least 24 hours and was still using it and have only been billed 83 pence in the end - so don't know where they were getting £6.99 per 100mb from! It looks like they don't even know their own billing systems!

The person I spoke to was very helpful, assuming they told me the truth this time. My account is currently showing as £16 a month but this was because they could apparently only put me on a different old TMobile plan prior to the new 4g sim arriving. I will see what happens now. I've more fish to fry than sorting this just now, hopefully my home internet will be fixed tomorrw, was down 4 days...

TMobile cheekily asked if they could call me in a few weeks about switching my broadband from BT lol!

NiftyDigits

Carl_Rogers wrote: »

Was on about £12 for 500 minutes, unlimited texts and 1GB data. Although I don't use much data normally, it's useful to have some backup.

Perhaps the confusion was because I was on an old T-Mobile deal, which apparently does let you go over and charges accordingly. Although I had 0MB on my allowance for at least 24 hours and was still using it and have only been billed 83 pence in the end - so don't know where they were getting £6.99 per 100mb from! It looks like they don't even know their own billing systems!

The person I spoke to was very helpful, assuming they told me the truth this time. My account is currently showing as £16 a month but this was because they could apparently only put me on a different old TMobile plan prior to the new 4g sim arriving. I will see what happens now. I've more fish to fry than sorting this just now, hopefully my home internet will be fixed tomorrw, was down 4 days...

TMobile cheekily asked if they could call me in a few weeks about switching my broadband from BT lol!

They charge 15.99 and credit £3 per month to your account...allegedly.