T-Mobile Retentions

fiish

I make about 150-175 minutes of calls and about 110 texts every month so I am not worried about exceeding the allowances.

I found out though that voicemail access is always charged no matter what tariff it is; since the price offered isn't that good and I do use the voicemail service occasionally, this might just be the clinker.

Darren08

I've been with T-Mobile for 4 years now (next month).

I've never had a late payment and I've always had bills of around £45-£55.

I started on Relax 200 but for the last few years I've had the £180 flext tariff at £35 a month. With that I got a 25% discount taking it to £28.65. With my last upgrade I managed to also add on 10,000 evening and weekend calling minutes.

So overall I have a good deal really.

I checked the website and it told me I could upgrade, so checked with an agent who confirmed it. I was really excited I could upgrade on 16th Sep even though I'm in contract until 16th December.

When I cold they were really unhelpful. I spoke to upgrades who told me the Omnia would cost me £170 and that I had to lose my 25% discount and 10,000 off peak calling minutes. Furious I went to retentions who told me the same and when I asked if they would save me they said I'm not eligible to be offered better until November 16th.

I could go to P4U tomorrow and get a £35 a month tariff with the same mins and texts roughly (I never use them all anyway), a free phone, half price l/r or a wii or ps3 but I want to stay with T-Mobile, yet they don't want to save me.

Any suggestions?

Is it false advertising that they're telling me I can upgrade but when I call I actually have to destroy my loyalty earned tariff bonuses?

I work for a competitor (not a very good one lol) and knowing the business (7yrs in customer services/upgrades and tech support) I at least thought they'd try and save me.

Does anyone have any success stories? Warnings etc?

Thanks guys.

lawbunny

Hey there,

The off peak calls promo that you were recieving was applicable only until you upgrade again - this was in the T&Cs of the promo and you should have been advised of this when it was originally added.

The 25% discount really depends on exactly which one you were recieving. There was a 25% discount promo which was only applicable until your next upgrade. However, there was also a 25% "for life" discount - check your bills - if it states "for life" then this should not be removed at the upgrade.

You say you were advised that you could not be offered anything better until november 16th. I assume that you are currently in the 15th month of your contract? T-Mobile's upgrade policy recently changed - the existing policy of getting a full upgrade from one month before the end of your contract still applies. However, for some higher value customers it is possilbe to get an upgrade slightly earlier - up to three months before the end of the contract - however, in this instance you do not get the full upgrade entitlement which you would get if you waited until the last month.

nickmack

Darren08 wrote: »

I could go to P4U tomorrow and get a £35 a month tariff with the same mins and texts roughly (I never use them all anyway), a free phone, half price l/r or a wii or ps3 but I want to stay with T-Mobile, yet they don't want to save me.

Yes, but it would be in addition to your existing T-Mobile contract, your term doesn't end with them until December 16th.

They offer an early upgrade to some customers in order to try and get you to commit to another term before you have other options. The best deals will not become available until you can actually leave them.

Any suggestions?

Wait until the last month of your contract

Is it false advertising that they're telling me I can upgrade but when I call I actually have to destroy my loyalty earned tariff bonuses?

This would most likely be part of the terms of your current contract, they do not have to apply these other loyalty bonuses for life unless it's been specified.

StrawberryJam_2

What is the problem here? over reaction or what....

You had a phone call saying you can upgrade your handset early and set up a new contract, do you need too to change your handset?

If no? then run your contract unitl November, as this is what you were going to do, then see what is on offer then. You will then have a month to find other contracts, and compare with Tmobile.

No point moving as you are in contract until December!?! why have two contracts?

Your handset upgrade will have a associated cash value, (say £150 for example). If you decide you want a more expensive handset (say £320 for example), you need to pay the difference (in example the updgrade would cost you £170). You either pay the difference or opt for a cheaper handset or look elsewhere.

Darren08

Thanks for your replies and advice guys.

Lawbunny: They didn't tell me it was for the length of that upgrade only . I don't use them anyway and said to the lady I didn't mind losing that but had to keep the 25% discount. The 25% discount is a ''Go Direct'' discount, they've ''let me'' keep it since connecting 4 years ago. Yeah I'm in month 15. They explained the 3 month early and 1 month early details to me but as a customer first looking into it I didn't know this I just got excited when the site and IVR said I was eligible. I didn't expect to call and be told I had to pay an extortionate amount for the handset and lose all accumulated benefits of the price plan. I hate how they've also removed voicemail from their new plans, which is why I'm on the £180 old flext and not the £200 new version.

Nickmack: Sorry I forgot to state, I don't mind running the T-Mobile contract until December and paying for the last three months AND getting a new line, as to me, the £80 odd line rental extra (in addition to my new line) is far better than waiting for the phone I want and having to pay for it when I can get it free elsewhere now with a gift like 1/2 l/r, a Wii or a PS3. I don't want to wait my phone is rubbish and they keep repairing it and I really want/need a new one. Plus with all the deals out now via 3rd party dealers, I don't mind paying T-Mobile £80 l/r to get my PAC and getting a new free phone that they won't give me and a gift that they won't give me.

Strawberryjam: No it's not an over reaction, I am genuinely disappointed, not overly bothered as I'll probably just cancel with them and go elsewhere, but just thought I'd ask for advice/suggestions here first. They didn't call me, I saw it online, called them and confirmed it. I guess I don't neeeeed to upgrade my handset but I would like to as mine is 15 months old, has been repaired, replaced and is unreliable and still have issues despite it being replaced recently. I would rather pay the £80 to T-Mobile to get my PAC today and take a second line (yes I know paying twice) than wait for them to say to me in 2 months that I still have to pay for the handset I want (at the last upgrade they tried to charge me £80 for a mediocre phone despite everyone else giving it away free and my spend being an average of £45-£55 a month). I'd rather go elsewhere to get a much needed new, reliable phone. The tariff itself, I'd change to a new Combi and never used the off peak calling much so the only essential would be the 25%.

I asked them if I could even add the 3 months to the next term, or even make it 24 months and not 18 but they were uncooperative.

I understand a little about RIV and value and spend, but after calculating my spend since my last upgrade, I've spent over £800 with them, surely that warrants a decent quote and reinvestment?

Thanks for your responses guys/gals.

ZootHornRollo

my contract expires soon and i am considering just keeping my current handset and going onto a monthly rolling contract.

i am currently on a discounted Flext 30 with web n walk but I hardly use my phone at all for calls and texts - i'd imagine 150 minutes and 150 texts would get me by with lots to spare. Internet is my main use.

Is web n walk available on any of the sim only rolling contract type deals?

ZootHornRollo

sorry, just checked online.

Its flex 25 discounted to £20 plus wnw so i pay £27.50 per month.

In the last month i have made 13 calls totaling less than 11 minutes and sent 50 texts.

maybe i'd be better off with PAYG!??!

Darren08

ZootHornRollo wrote: »

sorry, just checked online.

Its flex 25 discounted to £20 plus wnw so i pay £27.50 per month.

In the last month i have made 13 calls totaling less than 11 minutes and sent 50 texts.

maybe i'd be better off with PAYG!??!

Yeah if that usage is typical of you, on PAYG those calls and text would have cost you between £6-£8 I recon and their minimum l/r is £15. A small saving but one nonetheless.

adrianelliott

Basically I was at the end of an 18 month (£42.50 per month) contact with TMobile. I called them and they offered me a new deal at £5 per month - the plan is called UFix 15 and I would get it at £5 per month instead of the 'normal' £15 per month if I opted out of a new handset.

It appears that there are two plans:-
UFix 15 = totally useless, very few included minutes and texts. Not on website.
UFix 15 Lite = decent value. Advertised on website.

I agreed to the package, it turned out to be the former. It is totally worthless to me - it is not an option going forwards the next 12 months.

I am planning on offering to take out a new £30 - £40 per month contact with a new handset from TMobile, on the condition that they cancel my UFix 15 deal without a fee and let me keep my number.

If they refuse to negotiate, can TMobile really hold me to a 12 month contact that I accepted verbally believing it to be an advertised contract with a very similar name?