T-Mobile Retentions

cla29

I have been with T-Mobile since 1999. Don't know why I haven't left but up til recently it was hard to take your number with you so I think that put me off.
I'm on the Everyone 25 tariff but I only pay about eight quid including VAT. I very rarely use any of my minutes except to call someone on a mobile or if I'm out and about. My home phone gives free landline calls all day. I send a few texts each month, but I've really cut down as I'm mindful of cost and still annoyed that they are now 10p and I used to pay less. So my bill is usually £9 or £10.
I'm not keen on PAYG cos the call costs are quite high, but these new sim only 30 day contract ones look interesting. The talk mobile one looks good, 50 mins and 50 texts, but it's £10 and I've read that until recently it was only £6 which would be much better.
I wasn't sure when my contract ended so today I endured T-mobile customer services. I got through to CS straight away, found out that it ends on 2 June and asked what they were going to offer me. Was told I had to be put through to Customer Retentions. After 15mins of listening to the same distorted 3 songs I was cut off. Tried again, cut off again. By this point I have a headache from listening to the same 3 bl**dy songs. So I thought right that's it I don't care what they offer me I'm cancelling. But CS can't do that, only retentions/cancellations can. God I hate T-Mobile. I'm not sure if I can face that f**king awful music again. Maybe I should just cancel my DD after 2 June. I would have liked to have kept my number though.
There is just no way to cancel without being stuck on hold for ages. :mad:

agsnu

Don't just cancel the DD, that will not cancel your contract.

Request your PAC. Put it in writing through the e-mail interface or send them a letter.

Stop making a mountain out of a mole hill.

bottleredhead

agsnu wrote: »

Don't just cancel the DD, that will not cancel your contract.

Request your PAC. Put it in writing through the e-mail interface or send them a letter.

Stop making a mountain out of a mole hill.[/quote]

Blimey, that's a bit harsh!!

You ever sat listening to those tunes?

I have and have every sympathy for the OP; a form of Chinese torture!

Good luck cla29

cla29

Cheers.

I've read on this site that other networks put you straight through to retentions. Maybe it's a deliberate act by t-mobile to punish you for even thinking about leaving.

ch0ccy

When I phoned to cancel my contract with tmob over a week ago I was on hold for ages too, but eventually got through to retentions. I just put my phone on loudspeaker and did other stuff while waiting for a member of retentions

alnsv1000s

Call 150 on your TMobile phone and press the option for Upgrading your handset.

Gets you through to Retentions without going through CS first.

I have to call them up to 10 times a day and rarely takes more than 5 mins.

With your spend and call value they are tightening up on what they will offer but you never know. Good luck.

agsnu

bottleredhead wrote: »

You ever sat listening to those tunes?

Oh dear god, yes, yes I have. For over an hour in one day once.

cla29

I tried again last night. 40 minutes to customer services, then 20 to retentions. Wish I'd known about the upgrade option! They offered me 50 mins and 25 texts for £8 a month. After all that time on the phone I'd had enough and declined. They gave me my PAC code straight away. So now I've got 2 weeks to find a good payg or sim only deal. Good riddance to t-mobile.

wassupjackie

speakerabbit wrote: »

I'm coming to the end of my 18 month contract with T-mobile. I'm on 25% discount on the Flext35 which is £26 a month. I phoned up wanting to keep this tariff but have the web & walk added on and a free N95.

The first chap I spoke to tried to tell me how how rubbish the N95 was and tried to send me back to look at the cheaper phones on their site. I explained that that was the phone I wanted, that it wasn't rubbish, he said I could have it for two hundred and something quid..i said...'Good bye'!

Phoned again and the woman on the line quizzed me on why I wanted that phone, what did I use my phone for etc I said can I just hear what you can offer it me for as my mind is made up on the phone. I explained the great deals on 3 and O2 which I was considering and she went off and tapped on her computer saying she can do me a great deal of flext35 with w&w and the Nokia N95 at £20 all for £42.50 a month. Some deal...this is the standard price for new customers. I bid her farewell and came to the conclusion that T Mobile aren't slightly interested in existing cutomers and I was best going elsewhere.

I did send a final email expressing my dissapointment and have now been offered my existing tariff with w & w added for £33 a month...no mention of free phone yet, if they offer it I'll take it.

£180 month talk & text
unlimited web browsing

£33.00 a month

T Mobile are hard work, I've never had a problem with the service and have been pleased with them over the last 18 months, but their loyalty is far from good. I really can't be bothered phoning up every day and haggling like a moroccan market trader so if I dont get an email back offering me the phone for free then it's off to O2 for me!

Good luck everyone else who tried, the words 'blood' and 'stone' spring to mind!!

i have the very same experience - t mob are good to new customers - but at renewal time they dont want to know - they told me i cant have a new handset [midrange was what i chose ] and the deal im on now - [flext 25 for £20] but if the contract ends - i can sign the next day as a new customer and get exactly what i want? im so annoyed - ive emailed the head office / chairman

greyster

A mobile network doesn't just look for retaining customers, it's looking to retain specific customers. They can't keep everyone, none of the networks can. A network aims to keep a specific group(s) of people and tries to recognise them through their spend/usage.

They know how valuable you are when you phone up, the computer does all the calculating and based on that the agent will have a range of offers they can offer. This is why some people are getting good deals and some are not. It's not a question of how many times you phone up. Yes agent a may give you a slightly better deal than agent b, but they all have access to the same deals for YOU specifically and can't do magic.

In the above posters case, he isn't getting anywhere. It may be that the network isn't looking to go the extra mile to keep you at the moment. It happens... he is right to rejoin the network and take advantage of the new customer offer.

Its never as simple as I've been with the network a year I demand a better deal. It's down to how much a network values your custom.

And the way they determine that can vary so much network to network. You could be a millionnaire, spending lots of money... you go into a coma for 3 months and have no usage.... you phone for a renewal and they may find you're in the same position as the above poster.... finding out the new customer offer is better.

It differs network to network... they are working on better deals for existing customers.. it feels to me that 02 are leading in retentions.

If you get a !!!! deal, I would change network. The more people leave the harder the network will work in the future to retain customers. All the networks are not great at retaining customers, this is changing as they realise customers have learnt how easy it is to switch.

And it's only going to become easier with "2 hour" number porting.