T-Mobile end of contract issues

rogray

Hi

My FIL is having a problem with T-Mobile. He has had his contract with them for a while but changed to 3 when his contract was up for renewal.
He changed because t-mobile wanted to charge him to get a new handset and so he could get a better deal on another network.
He gave the 1 months notice, waited until near the end of this notice, then took out a new contract with 3.
With just a few days before his noticed period finished he contacted t-mobile to get his PAC code, at the time he was informed that if he didnt use the pac code within 30 days he would have to get another one.
In the end he didint use the pac code as he didint have that many people that needed telling of his new number.
Now t-mobile are still sending him bills saying he has not cancelled his contract and that he has to give another months notice.

the bills have had all of the loyalty discounts removed so they are wanting over £30 pm for a tarif he only paid £15pm for.

What is the best way to sort this out?

The customer service line were pretty unhelpful and they wouldnt put him onto a supervisor saying that they wouldnt be able to help either.

lawbunny

The PAC/cancellation process is different on all networks, but it is as follows on T-Mobile:

You can either give 30 days notice and just cancel. Or, you can get your PAC if you want to keep your number, but if you do not use it within 30 days the PAC expires, and the contract does NOT cancel.

However, he should have been informed of this at the time. And although it is true that a customer services supervisor probably would not have been able to cancel it immediately for him, he should have at least been allowed to speak to one or have a callback arranged.

Call them up and sort out the cancellation, and if they are adamant that he must still give 30 days notice, at least give the notice so you know the account is getting cancelled, but follow up the phone call with an email to [EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL] (complaints dept) outlining the situation to see if they can override anything for you.

paddocks_2

Your father in law should give 1 months notice, he has failed to adhere to adhere to the ts and cs

No need to speak to a manager

Mobile_Mole

The crucial point that has not been mentioned is that the issuing of a PAC will cancel any previous disconnection request.

The month notice you gave as your request for disconnection was cancelled when the PAC was issued and, as lawbunny has already stated, if the PAC is not used then the contract will continue.

david.ford

we have just left TMobile and it was not a good experience, we rang a couple of weeks ago to get the PAC no requred to keep my wifes existing no, they told us we would have to pay for this other posts suggest that this is not correct. we then rang again today the end of contract and when they advised that they would be able to give me the PAC no, they transfered me to a lady named clair who would just not listen to what i was saying, she kept on saying we can do this for u we can do that for u, told her very politly please stop wasting my time and yrs can i have the PAC code needed to transfer no, not rude (i know when im rude) she said i dont have 2 put up with people talking 2 me like that and put the phone down wish i had been rude 2 her. had to go through the whole process again. be warned if your gonna move and want 2 keep your number they will make it difficult.

jicms

My T-Mobile contract ends on 24 July. Could I clarify how to do this?

I will want my PAC code to keep my number. Does requesting this act as giving notice to terminate? There's no question of staying with them as I want the iPhone (won't want to have to listen to any time wasters asking what features I want in a phone etc. etc.) It seems I can give my notice now (nearly two months beforehand) but is this cancelled when I request the PAC code 30 days before?! How do I time this? Do I have to make sure my new contract doesn't start before 24 July meaning that I would have terminated too soon from T-Mobile? - Confused....

Fire_Fox

jicms wrote: »

My T-Mobile contract ends on 24 July. Could I clarify how to do this?

I will want my PAC code to keep my number. Does requesting this act as giving notice to terminate? There's no question of staying with them as I want the iPhone (won't want to have to listen to any time wasters asking what features I want in a phone etc. etc.) It seems I can give my notice now (nearly two months beforehand) but is this cancelled when I request the PAC code 30 days before?! How do I time this? Do I have to make sure my new contract doesn't start before 24 July meaning that I would have terminated too soon from T-Mobile? - Confused....

Do not serve notice and request a PAC - requesting a PAC starts the one month notice again. Request the PAC thirty days or less before your contract ends; say on 26th June. Within 25 or so days after requesting the PAC you need to start a new contract with your new network; say on 20th July.

Give your new network your PAC and your new SIM will get your old number within a couple of working days, say on 22nd July. At this point your old SIM will stop working but you still have to pay to the end of the months notice, say up to 25th July. Some overlap where you pay for two contracts is inevitable - in this example six days. Be careful when you are counting the number of days - a lot of people think one month is 24th to 24th, but that is actually one month and one day.

jicms

Thanks so much for spelling all this out with my actual dates which I've put in my phone calendar. I made the mistake of giving a month's notice and then requesting my PAC a few days before the end of my contract last year. I thought I'd never leave 3! I've heard other countries don't have these problems with keeping their number.

I'll let you know if it all goes smoothly.

Mobile_Mole

Fire_Fox wrote: »

requesting a PAC starts the one month notice again.

As per my precious post, the notice period starts from the date the PAC is issued not the date it is requested.

A minor point, but significant for those who like timing things to the exact day especially if your service provider does not issue the PAC immediately.

jicms

Mobile_Mole wrote: »

As per my precious post, the notice period starts from the date the PAC is issued not the date it is requested.

A minor point, but significant for those who like timing things to the exact day especially if your service provider does not issue the PAC immediately.

Other than when networks have tried to talk me out of leaving, and once they've confirmed it will be issued, I've managed to get the PAC by text straight away.

lichung

just have a conversation with T-mobile and I was told that if I request a PAC code today (30days before the min term of contract) I will have to pay an early termination fee upfront which is roughly the same amount as my line rental....

My concern is, after they've charged me the early termination fee will they still charge for the last month's line rental? As on "my t-mobile" website it says the next payment is due on the 30th Jun which I assume it to be the payment for my last month on the contract....