TMobile Web'n'Walk USB broadband

pacmar

Hi, I too bought a dongle earlier in the year as a new user. Everything appeared ok at the time. As time as gone on had problems with low signal, booting me offline. Contacted T-Mobile who changed my settings, to improve things slightly, which just took much longer to load up still with low signal and very intermittent. Would like advice please for getting out of contract originally 18 months, have 10 months left. Why pay for service I don't receive!

chillxxx

I think you need to bottom out what the issues are concerning coverage.

We found using T Mobiles post code checker on there website, there was no coverage at my girlfriends home address despite the advices from the sales advisor, mainly due to the conflicts between the two systems.

The second issue I found when using the dongle in areas of which had good strength it never achieved the anywhere near like the maximum advertised speed of 4.5bps. The highest speed I achieved completing a series of ping test was 0.5mbps. so its probably worth doing a ping test at your home address and other address with good signal strength (If don’t know how to do this through your CMD prompt)
Go to Money Supermarket . com / Broadband / speed test

The more results the better.

I think reading between the lines some of the network is over loaded.

Once I done this, I contacted T mobile via there contact us section via there website, Like most large tele coms companies there customer support departments is vastly segregated and scattered across various locations around the globe.

Initially revealed the results and asked why the reception had deteriorated at my girl friends house and why we could only achieve a maximum speed of 0.5mbps

We initially got a response back from the tech support department re tracing a several steps we had already gone thorough. For the sake of good order I went through these again.

It was then referred to various customer service departments, who actually called me, whenever I spoke to them of the phone I always resent the chain of emails with something like

Thank for you call from abc, who going to refer this to the abc, and promised he would call back 16th.

On several occasions they never phoned back so I sent a polite email chasing them up and asking they hadn’t phoned back.

I let this run on like this for quite sometime, at no point they attempted to answer my questions, I simply rounded the whole thing by phoning say I disappointed I was they hadn’t been able to resolve the issue and why on two occasion despite people promising they would phone back they hadn’t.

I simply said I was looking for a resolution of strategy on how they are going to resolve these issues, otherwise I would be referring this to ofcom or cancelling the dd and going the csc to reclaim all the paid line rental. After being put on hold for several minute I ended speaking to someone quite senior.

This is why its important to document everything, if you refer this to OFCOM ideally before issuing csc you have a complete email chain. The fact resend the email to them summing up any telephone conversation and they hadn’t responded to it contesting the content of the call makes it very hard to deny the call hadn’t taken place.

By t mobile to calling when they promised to do so not answering the quite reasonable questions, the writing on the wall for them if goes in front of a regulator. If a customer buys a product and doesn’t work properly and they ask why and when is it going to fixed a least they company should do is answer the question.

Not returning calls is inexcusable; I just remained patent and polite through out the whole process. It you adopt the same sort of strategy there no reason why the can’t achieve your desired outcome as long at it within reason.

If they have supplied any hardware with the dongle i.e laptop, and they agree to cancel mid term. You should ask a suitable refund to cover how much you have subsidies the hardware for, (keep it reasonable) that how the rescinded on the return of the laptop, as the compliant had been running for over a month they refunded the over months line rental as well. I also at intermittent stages through emailing ask them to suspend the account until they resolved the coverage issues; they never did but again gets you closer to the cancellation process.

In essence despite what you brought the dongle for, it should work well in strong reception areas may be not at the maximum speed all the time. But with my girlfriends I should have achieved a speed of something in the circa 3.0mbps. If you have brought for home use and hey have advised you should get a good connection and speed and you don’t its failing what the product was sold for.

Good Luck

pacmar

chillxxx wrote: »

:money:Great News
After a long winded battle and email exchanges with T Mobile they've agreed after six months of the contract runnig to cancel. They have additionally agreed to re fund some of the line rental. The biggest bit of generousity was she gets to keep the laptop!!!

It would appear that my Girlfriends post code was checked at the time of the sale. T mobile operate an internal and external system. The internal system stated she had good recpetion and the external one said poor. We have quite a few agrument convinicng there was a desciptiancy.

The whole customer service experince was disgusting, the case was only resolved when I threatend to stop the standing order, and issue a ccs demading a refund of the whole line rental.

By issuing a ccs, it prevents there credit contro6 departmentsl contacting you or leaving makrers on your credit file as it could be constrruded as intimediation

;)Sounds like your tactics worked, where do I get more info on CCS.
Thanx

mcjordi

how do i change the price plan from £2 a day to monthly any help please :beer::beer:

Kamal_2

T-MOBILE MOBILE BROADBAND REVIEW. A CUSTOMERS EXPERIENCE.

I am here to share my experiences with T-Mobile and Carphone Warehouse Mobile Broadband and customer sevices. In summary I would avise- DO NOT BUY T-MOBILE MOBILE BROADBAND.

- The speed is extremely slow. The advertised speed was 1Mbps but the fatest I reached was 0.1Mbps (100Kbps) and the average was speed was 0.01Mbps (10Kbps). Regardless of location. It took a matter of minutes to load a page. A T-Mobile rep. told me he had seldom heard of anyone going above 0.2Mbps (200Kbps)

- Carphone Warehouse advised me I would have good coverage at my address. They will not tell you that no coverage is guarenteed at any location.

- T-Mobile will not terminate your contract if the device stops working completely.

- T-Mobile will take months doing tests on the device and even when they cannot diagnose or repair the problem they will continue to charge you for the service.

-T-Mobile will never call you back when they promise. They will pass you from one person to another withought explaining your circumstances. They do not care whether you recive a satisfactory service or not and only care that you pay the bill.

- In my experience, T-Mobile representatives are trained to use delay tactics to make frustrate you into submission where they cannot resolve your problem.

- If you stop paying for the Broadband after it has stopped working and you also have a T-Mobile phone they will disconnect your phone, regardless of whether you have paid the phone account. They will continue to charge you for your phone and broadband whilst it is disconnected. They will then refer to baliffs.

I have asked for my case to be referred to CISAS altough I think many people will be bullied into paying for the service when it is clearly unsatisfactory and where they have been mis-sold a device.

hstudent

The T&Cs say that you must activate your dongle before you can use the internet, does this mean you need another internet connection to do this or can you do it through your t-mobile broadband?