Dodgy, Dodgy Tactics from T-Mobile. Had a mobile on contract since 1996. I've never used T-Mobile before and never will again, everything that could go wrong with this deal has right from the start. And the latest - Inside of 3 months of a new contract with T-Mobile via Tesco, I get slapped by an increase in monthly bills. A 3.7% rise! Absolutely Pants T-Mobile.
From day one, the company that handle the Tesco sales 20:20 Mobile Group of Crewe working with T-Mobile have been a disgrace. Wrong phone sent, wrong SIM then sent, Wrong Tarrif applied (of course more than I signed for), then wrong charge on first bill, inability to source correct SIM, plus more problems of course, including inept support .
Avoid T-Mobile and 20:20 Mobile Group is my advice if you want a stress-free mobile contract.
All the best
So, I'm not going to say they're bad. Because that's too simple. What I will say, is that they have a culture of letting customers 'deal with it', as there is no incentive or motivation to resolve problems - customers are tied into contracts afterall!
I have had bad experiences where the signal has just gone out in an area for two weeks, phoned up, and they just said 'they're working on a fix'. Ok... but why is this my problem? It's YOUR network. You should refund me, give me credit, or something along those lines.
Second bad experience: despite signing up years ago when unlimited data was REALLY unlimited, I went over 500mb fair usage policy because I was using my laptop away for a weekend. Cut off internet to my phone. I phoned up, and said 'hey, so I know I used over 500mb, so you know I actually signed up when it was 'unlimited', oh, your T&C say you're allowed to change the terms of the deal? That's not very fair. Ok, so how much do I need to pay to top up my data? I CAN'T?!?'.
They literally have no function for helping you. All the customer services can do is say yes sir, no sir, three bags full sir.
In the meantime, T-Mobile have just brought out a 'truly unlimited' data package. I expect in 12 months they will change the fair usage on that as well, and say in the terms and conditions that they're welcome to do that.
Just don't trust them. If they work for you, great. But they don't have a culture of proactive customer service, they just like to keep everything ticking along, and trying to make your complaint go away quietly. And because we're all locked into contracts... there's not much else we can do about it.
Adam found this review useful
ive been using tmobiles broadband for my laptop for a year now and it was fine till resently they changed it so after 4pm it wont connect to 3g once you go over your limit (which is easy) so now after 4pm the internet is terrible its so slow and constantly disconnect. i advise people to go with a different provider as i will be doing.
When I attempted to cancel my contract at the end of its period I was told 'no problem'. 6 months later I had debt collectors on the phone claiming that a new contract with t-mobile was in arrears! t-mobile had never sent me one bit of correspondence about this new contract which I had made very clear I did NOT want - their response was they did not have to contact me as it was my responsibility?! Worst customer service imaginable.
AVOID LIKE THE PLAGUE!
Great organization that meets my expectations.. on a contract for £30 of an allowance of £180 with unlimited internet on a iphone 4 in the year 2010 which is now due for upgrade. Whats the best next thing they going to offer, "looking forward to it" :0)
I have a pretty reasonable contract with T-Mobile. The pricing is not bad. However, coverage hasn't been great - this has improved since they started sharing Orange's network.
Also, I have a bone to pick with the manufacturer of my phone for effectively not supporting it less than a year after it was their flagship model - I understand this is not an issue with T-Mobile, however, I feel that they could have taken this up with the manufacturer and offered alternative handsets.
Have been with T Mobile for around 15 years or so and there have been a few glitches but they have always sorted them out. Staff helpful and friendly. I was sold a package with laptop and dongle on 24 month contract but reception was fairly poor in my area, after complaining a couple of times and them sending out more dongles, they cancelled the contract immediately with no penalties. I have had lots of perks from them over the years. With any issues I ring them, then back up with an email and they usually sort out the issue. The only grumble I have is that once tied into a contract you are stuck with it but that is the same with all companies. Easy to manage online and change or add packages. They also have a good selection of packages.
Have been with t-mobile for years, never had any issues, when contacted they are fast and efficient and always get back when they say they will, always got a great upgrade with them and pay very little for both mine and my daughters contract, excellent service so well done t-mobile
After recently moving house, I dont seem to be able to get a tmobile signal anymore. I put up with it for a while, hoping things might change, but finally had to give in and change suppliers. I spoke to their cancellation department who were amazing. I even had a laugh with the guy....he wasnt patronising or abrupt like a lot of other companies. Such a shame as have been with them for 11 years....gutted!
My experiences with T-mobile have been good because they have some of the best customer service representatives that I've come in contact with. There were a couple of towers that were damaged in my area due to flooding and they were great about helping me and my service. I appreciated how quickly they had the problem resolved here locally. Very cool!
I am not hard to please, when I get what I ask for I am usually fine. I ordered 2 iphones from Tmobile, and TWICE they mess the orders up. For the first order, they sent me a wrong Sim. And the customer service girl on the helpline told me the fastest way was to get to a nearest tmobile store and pick up replacement Sim at £10! To this customer service girl - seriously you need re-training! Why would I pay again for something that they should have sent correctly in the first place. Oh, one more thing, no apology whatsoever! 2nd Order, my phone was switched with another customer and only found out when I log on the site to check my account online, that I received the wrong Sim - YES, again! and I had to wait another couple more days for the Sim to arrive. One improvement was the 2nd time round, the Customer service (male) was more empathetic and able to offer satisfactory solution. I wish tmobile look into their delivery department. There is no excuse for mucking orders up, especially to the same customer twice and I bet I am not the only one who had this experience! If your staff is not taking their job seriously, its time to get new ones because they are destroying your reputation.
Had to call T Mobile to order a micro sim on Monday last. Pleasant, helpful and also no charge, arrived Tuesday morning. Never have to wait long to speak to someone and always really great helpful staff. Been with them a long time now and get great service even though I pay very little per month as am not a bit mobile user.
Like my HTC desire on T-Mobile. Unlimited data (limited to web browsing, mail and social networking) is very useful out and about. Only issue is that in my home in particular the signal is somewhat shaky at times. My fault for living where I do!
On the whole I've found t-mobile to be rather good, although they do have a few odd quirks in the way some of their services are set up (notably thier mobile broadband and how dificult I found it to get my credit card set up with them the first time), but on balance more positive than negative experiances with them.
Had mobile broadband with T-mobile.
Utter rubbish: Connection dropping all the time, bandwidth, ping and speed ridiculous. Despite the fact they claimed the coverage at my home was perfect.
Spent absolute ages on the phone to their customer services (several times). Sometimes they managed to "fix" things for a few hours. Then it got back to what it was before.
Wanted to end the contract, however even though they were not delivering the services I was paying for, of course I was not allowed to. When the 1.5 year contract ended, I ran away as fast as I could, closing the account in the process.
Yet, only recently I found out, it was not actually closed: my credit report still shows it in an active state.
To reply as a company, please sign up here.