I received an iPad for Christmas. It is one that has wi-fi and a cellular connection.
I'm already with EE, which is an amalgam of Orange and T-Mobile. I enquired from Orange as a loyal and longstanding customer what deals could be obtained for a SIM only data plan. I already have an iPhone contract which costs me £43.00 per month. Their answer was no preferential deals are available.
I searched on the internet and found a £5 per month, 30 day rolling contract for 1GB of data specialically for tablets. I signed up for this via T-Mobile and waited for my SIM only card to be delivered. Within 48 hours the card arrived. I inserted this into my iPad and was happy.
Today, I received their first bill, which stated that the £5.00 per month deal would cost me £7.50. It seems that even though I have paperwork from them saying that I would only pay £5.00 per month inclusive of VAT, they are charging a basic fee of £6.25 plus extras which takes the bill up to £7.50.
Sorry, I signed up to a £5.00 a month deal inclusive of VAT and so I'd like to know why this is being charged at a further 50% per month? I have requested clarification from them via their twitter account and await a reply.
Interesting when I am asking them about their services that might make them money they appear very quick to reply to a tweet but when it is of a critical nature, you wait for an eternity for a reply.
As far as I'm concerned, I have emailed paperwork that states one thing and their posted paperwork states another. This, in my opinion, means they are in breach of their own contractual obligations and have null and voided their own contracts.
Be wary and warned that T-Mobile may state one thing on their site but in reality they take you for a mug.
Even Dick Turpin wore a mask!!
Since posting this review of T-Mobile's services, I have had 2 tweeets explaining the reasons why my initial bill might be higher. Yet no mention of this when signing up to the £5 per month service. However, you look at it a one month rolling contract should charge you from the moment the SIM is inserted for 30 days. Where they factor in a six week charging period for a 30 day rolling contract is difficult to explain!
Has Trustpilots review anything to do with this sudden urgency to communicate?!
I'll await to see if what they explain comes to fruition.
19th April 2013.
Well I've given up! The whole process, as promised by T-Mobile from the outset, failed to materialise and so I have cancelled my contract.
Each month when the bill came it required me to waste valuable hours on the phone calling them to have the situation corrected yet again. A situation they had assured me had been resolved when last speaking to them.
Getting an issue resolved required speaking to numerous personnel and none would accept responsibility for the issue that was of T-Mobiles making and not mine.
Waiting listening to endless music and watching the minutes ticking away before you even speak to a human being only increases the annoyance levels. The waiting in line endlessly to speak to someone in cancellations doesn't reflect too well on your service either!
A word of advice to T-Mobile staff, the only reason people call you up to complain is because you T-Mobile got something wrong. So please be respectful to your customers. Listen to what they're saying and act upon it. Doing that will ensure that the calls you receive complaining are fewer and further between.
Goodbye T-Mobile, it sadly hasn't been a pleasure!
Dave Naylor found this review useful
Ordered a upgrade got my phone 4 days later, only for the phone to brake down later that week. Phoned t mobile only 2 b told that I had 2 take it to t mobile shop which I did 2 b told the phone was knackered so once again had to phone t mobile only to be told I couldn't receive a replacement til days later which was no good cos I no longer had a phone which I could use! The call centre is not even in England and all you get is pushed from pillow 2 post and they make things up as they go along, you get no joy from them at all! DON"T SIGN UP FOR A CONTRACT ONLINE BECAUSE YOU WILL HAVE TO WAIT FOR A REPLACEMENT HANDSET where as you upgrade in the shop the shop will exchange for a new one there and then. I have now cancelled my contract u are not a valued customer just a number
When leaving T-mobile I was told I didn't need to give notice to leave. They then charged me a Early termination fee. This was before I had even left T-mobile! I only spoke to some one trying to retain me and told them I wanted to leave!
I'm now with Tesco who have much cheaper packages and only English call centres.
T-mobile is now known as EE so avoid them and get a better deal with tesco, talk talk or 3.
Dave Naylor found this review useful
Asked for subsidy pin - told to wait 20 days - again rang them after waiting 20 days - was told it will take upto 3 months and if I need it sooner i should go to a local shop to get it done. No explanation when asked why t mobile take months, what a local shop can do in 5 minutes. !
Finally asked for disconnection department and was promised will get it in 3-5 days .! - still waiting...........
Unhelpful, and dishonest.
Dave Naylor found this review useful
I had my phone disconnected, the reason was m gone over the limit, I didn't tnotice that, I called t mobile they connected it again , two hours later was disconnected. Called next day I had the nastiest person in the world her name was JORDI. Very rude girl not halpefull at all, shouting on me, then I said m paying your wages , she start having ago at me I couldn't believe that m calling company that I pay them over £60 every month, not helpfully at all, I ask to speak to her manager she said m theYour application status Visa decision ready for pick up by Applicant or Courier company team leader, I ll not pass you any one. I couldn't tbelive what happened to me. Then she said Iam going to end this call, I said Iam not aggressive Iam not swearing why would you do that, she didn't care and just hang up, I was fuming, tried to call back but my phone was not able to do so, m sure she did something, decide to leave mobile, never ever be with this thieves. While my phone was disconnected I had some call charges. They are thieves.
Dave Naylor found this review useful
A month ago my phone was stolen and I was instructed that I needed proof of usage. I rang T-mobil and was assured that this would be done. For the following 5 weeks I called once a week and each time was assured that this would be done...NOTHING HAS BEEN DONE.
I called yesterday at my witts end, I was lied to and told that it had been sent, I asked to speak to a manager and was put on hold for 10 minutes in the hope that I would go away (I presume) as I was then told the manager was not available but that she could transfer me to a department that could help...She transfered me, only for me to be told that the department was no longer operational.
I called again today and was instructed that in order to get my problem resolved I had to go to the nearest T-mobile outlet. I went the requesting that I get sent proof of usage, I was instructed that this had been done. I asked if I could confirm this by checking my E-mail - this was not posible.
When I checked my E-mail I saw that I had been sent a proof of purchase which was of no use to me what so ever.
MY ADVICE WOULD BE NEVER EVER EVEN CONSIDER USING T-MOBILE THERE STAFF ARE RUDE UNHELPFUL AND DISEVING
Dave Naylor found this review useful
I used to respect T mobile as the greatest mobile phone network provider in the UK for years. Since 2011, I've found the service with T mobile, tedious and non economical no matter how much discount I receive every time I upgrade.
I was cheated into a new contract, when I decided not to upgrade my phone but instead use my discount towards my bill, hoping it would reduce it drastically as I've been with them for a number of years. Has it been?.......You must be having a laugh mate!!!
Listed below are the reasons to run away and never look back at T mobile:
1) A British sales team who you hear from only once when your upgrade is due. Once your contract begins, the service is provided by robots with no charisma, heavy Asian accents and fake anglicised names.
2) Quick to chase up and stalk you for payment, but even slower than slugs to understand and rectify issues.
3) Customer service should be renamed 'I don't give a flying crap about you, stop complaining and pay your damn bill and get off my line service'
4) Managing your account online with T mobile is starting to feel like a scam as I am unable to view my call history which is within my allowence (a service they and every other phone company offers), they only show the calls, text etc...which are charged.
I can NEVER see my price plan as it always says there are technical issues, please try again later.
I'm not sure about anybody else, but there are loads of things on your own personal page when you login, that you can't see or gain access to on a regular basis.
5) Sorry to say and I really do hope this review is seen by Tmobile, but their charges, especially overseas charges, cannot be justified. Charging your customer £75 for only 18mins worth of calls plus £45 for 114 texts is the most appauling rip off one could experience. I recently went away to South Africa and yes I know T mobile sends these alerts (which are all free for them to bombard you with) saying how much this and that costs, so I used my phone a few times due to an emergency and was expecting a high bill (I judged possibly paying around £75 at most, but when I received my bill for £145.77, I started to cry. Its not fair to be charging £1.50 per minute to call or receive calls and send texts.
6) So the high phone bill, which is the highest I've ever paid for a monthly phone bill in the last 2 years was down to a problem I had with my airline travel agent, when I almost could not fly. I needed to obtain my call history to forward to my travel agent to prove an error made by them. I also wanted phone call recordings as evidence to support me, after all they were my calls, I made, therefore I should have a right to access them.
"You can't".....says a robot from T mobile. And why?...."due to privacy". I don't understand, can you please explain further...."you can't its due to privacy, you can try and get it from ofcom". And that was the end of that unhelpful conversation. So as usual with T mobile, I have to fight my own battles without your help and care, now do you understand why I take MY time to pay my bill?
T mobile customer service - For your information Ofcom are only Independent regulators and competition authorities for the UK communications industries, which means they only monitor the wellbeing of your industry and rely on users to give complaints and/or feedback.
In conclusion, I've had enough with your service, and I can't wait for you to not exist in my life.
Merry Christmas and a Happy New Year.
Dave Naylor found this review useful
If I had to recommend this company to a friend, I'd say "Please don't join!" The problems start the minute you decide to join. Two years ago I joined it. I was told that the phone would be delivered on a certain date. I was sitting waiting for a parcel to arrive one Saturday. Guess what, it never was delivered. Probably my fault. I shouldn't have waited, though I do value my time and I didn't particular fancied walking to the post office depot to pick it up in case that would have come and didn't catch me. It happenned on several occasions before it eventually arrived. The contract is for 2 years but the actual device never managed to last for so long. Forget about the manufacturer guarantee I was told that it was my fault. Ok, I will accept it. Probably it was my fault. Though I am not quite sure if it was. The slot for the charger had some issues, but OMG it was used a lot. It would be better if I never used it, but funny enough I did. Two years later I gave them a call and asked if I could have Galaxy Note 2. They changed the contract and they told I would be charged £179 extra for a device. The phone arrived but despite the new SIM card being activated you can't call or accept calls. It will be another few days I suppose before it can be sorted out. But it's all trivial things and perhaps I just moan, but I do moan because nothing is ever smooth with t-mobile and it is irritating. The worst bit is that my bill online shows me £426 for this month. Yep, I was sold the device for £179 but they decided to charge me £426. I have a direct debit set up and I had some trust in the company I shared my debit card details with. I am waiting for some people to give me a call to re-ajust. Comon guys, its Christmas and I don't fancy paying you £426 for what you sold me for £179 + 24 months contract. Mistakes happen, oh yes, they do! But why I feel angry and frustrated just because I wanted to treat myseld to a new contract? I just recommend you to avoid joining the company. The experience is never smooth. :-( And I am still worried what will happen to with this bill, but WHY SHOULD I? It's just a huge price (now I speak about the way I feel) for the pleasure of giving my money and my custom to this company. The only way to show any company the way I feel is to cancel a new deal, return the device and go for smbd else.
Dave Naylor found this review useful
I am a visiting Canadian and I have wasted hours following t mobile directions to try and remove a stupid fucking child lock. All I had to do at customs was flash my passport but this stupid phone wants more because its CEO, or whatever, is uncomfortable with porn. Completely unacceptable.
after old contract finished, phoned t-mobile and sorted out new deal with free blackberry on the 5/11/12 received bill and was being charged for the blackberry. contacted them to say the deal i had was for the phone to be free, girl admitted that the bill should be 19 pound, not 110 pound, and said my account will be sorted on the 19/11/12, t-mobile took 110 pound out of my account. contacted them but could only speak to some one in Malaysia, who was apologetic but could not give me answers to my questions. i then emailed customer services, but received email back saying this service is unavailable and phone 150. what a joke. i have now contacted my bank and through the direct debit guarantee clause i have received my money back, i am now waiting for them to get in contact with me .
Dave Naylor found this review useful
Their staff lie (the ones that you can understand). They do not have an email address that you can write to....except I found one on google that was supposed to be the managing director and customer service director, yet have had nothing back. On hold for an age, cannot get through. Waited on the phone for 2 hours in the t-mobile shop in lakeside and still didnt get anywhere. Change what they say, lie, unreliable, a joke. Wont let you cancel contract without charge as I would " be in breach of contract" yet they fail to realise that THEY ARE IN BREACH OF CONTRACT as they are NOT providing a service. Fed up of their lies. Reception is awful, my online tmobile account said that both of my phones were due for renewal in december 2012, yet this has not been changed to April 2013.....I am furious and unless someone is going to deal with my complaint and actually give me what I am due then I advise you all TO STAY AWAY
Rubbish rubbish rubbish! I have stopped using my IPhone, don't make any calls on it and send maybe a few texts a month. I have a booster which is a unlimited to other Tmobile users yet my Bill is ALWAYS over. They are ridiculous charge for voicemail service I DONT HAVE, they charge £1.50 one off fees which is erm EVERY MONTH and no one can explain why? They charge for debit card payments because I chose NOT to give them access to my bank ac with DD. And god forbid you should be late paying your bill by a few days they continue to harrass you at all hours even on Sunday wether you speak with them or not. The worst thing I done was change from my old school flex 35 to a shitty I phone contract I have a few weeks to go and my 13 year relationship with Tmobile is OVER!!!! Woop Woop........
Tmobile CS has just said that repeating my disdain for Tmobile is not helpful!!
So I will repeat it here.
YOU ARE RUBBISH RUBBISH RUBBISH bunch of theives who ruin people's credit and give absolutely NOTHING for loyalty to you. Just like British Gas as soon as your momentum gets going you shit on the 'little' people who help you get there.
DISGRACE DISGRACE DISGRACE no matter how you change your name your still CRAP!! EE??? dont you mean ERRANT EGOCENTRIC.......
This is not the first time I am on a contract. But the first time on TMobile and definitely the last time. I have to say they have the worst customer service in the UK. No coverage and I called them to ask to change the plan so that I dont have to atleast waste my data. The customer service never picks up the calls despite waiting for 30 min on the line. Obviously they must have that many annoyed customers on call. If you go to the store its unbearable to stand the attitude of their staff. Please teach them some manners. I cant wait to end the contract. OH MY ..its a long wait though
I have just spent the best part of a whole evening dealing with shockingly rude and bullying customer service representatives. First I was called by "Karen from Updates" who proceeded to make me a liar by disputing my airtime allowance, despite my reading it off my signed contract. I asked to escalate this to a senior manager and was called two hours later by Michelle, who was equally rude and despite my having in black and white a contract, despite my offering to give the contact details of the Carphone Warehouse Senior Manager who had sanctioned the contract, I was refused any inquiry or investigation.
Is this really what Everything Everywhere, T Mobile's ultimate boss - CEO Olaf Swantee, want his customers to feel (sickened and angry) doing business with his company?
This is behaviour one would expect from a criminal gang and not one of the largest mobile companies in the world. This is definitely a case for CISAS. Stupendously bad and a horrible experience!
Rubbish T Mobile!
I don't want to spend my precious cash on an 0845 number being put on hold and listening to the soft sell for the next iphone. If the lines are busy, surely they should have a call back system in place . I cant wait until my contract ends with these jokers!
T-mobile are cynical in the extreme when dealing with their customers and clearly reluctant to invest in helping their customers. I have been a customer of T-Mobile for 18 years but am now about to fire them, having tried for weeks unsuccessfully to get a simple but important question answered regarding the use of my phone abroad. The Q&A section of their website does not provide an answer. Their customer 'service' agents will communicate by email, but with generic or stock responses that do not answer a specific question. It has proved impossible to have anyone from T-mobile contact me by phone. When informing them that I wanted to leave, I was passed to another department and a person who was clearly not competent to address my issue. Just awful. Avoid T-mobile.
After over 15 years of being a loyal customer, I have been due for another upgrade and phoned up to see what phones were available. I try my best to do most things on line and avoid being placed on hold and rude customer service. but in this case, The online upgrade system was not very helpful. This small procedure that shouldn't take no more than a single phone call has taken over 3 weeks where I have spoken to over a dosen advisors and the whole thing has been a nightmare. I am so upset with the whole thing and they started to tell me lies when I said I had enough ad want to leave. They pass you to different teams that have no idea on what the issue is about and in a day can spend at least 2 hours on hold between different advisors and no resolution at the end. once they sense frustration and anger, advisors simply hang-up the phone with no warning and the notes on the account isn't updated, therefore I have to start from the begining everytime with new advisor. Stay away from t mobile, I feel they have too much customers now, that basic customer service is not prioritised, its all about getting new customers. customers service advisors were rude, scripted and in hurry to end the call. avoid getting T Mobile contract at all cost!!
I will start by saying I'm very pleased with the service T-Mobile provide for myself. I recently had a query and rang T-Mobile about this and I was worried about the phone bill so the person on the phone told me to put the phone down and the rang me back within seconds. Its just small things like this that make T-Mobile in my opinion the best phone company. I would certainly suggest you join T-Mobile.
We recently returned from a holiday in Turkey only to be presented with a bill for just under £500 for call charges incurred on our T-Mobile phone.
Many of the charges that made up the total bill were for dropped connections with 0.00 minutes and yet still the £1.50 charge was applied.
When you look at call charges by other operators this is nothing short of excessive. Customers would be well advised to phone the operator and put a stop to call roaming so that when they travel outside Europe they are not stung with extortionate costs.
We will be cancelling both our T-Mobile contracts as soon as we can get out of them and would never return to this operator. The customer complaints department is a shambles and the company seem to care little about their UK reputation as many reviews and articles on the internet clearly demonstrate.
My wife has a new contract, she has been cut off without service for days, and we have had no resolution from Mobile to date!
My wife ported in a number from Orange and the port was sheduled to complete on 10th July. According to the process which is available on the Ofcom website the porting process the port happens in three stages across the course of 24 hours. That is why an operator can be allowed 24 hours to complete a port.
Stage 1: The donor operator transfers the number to the receiving operator. (That happened and my wife's number was registered with her new SIM)
Stage 2: The registration of the number on the new network and the appropriate call routing is set up by the receiving operator (i.e T-Mobile). This DID NOT HAPPEN, CALLS (AND TEXTS) ARE NOT DIRECTED TO THE HANDSET
Stage 3: The donor operator ceased the subscription. (This has happened)
This should have been completed two days ago now, so clearly T-Mobile haven't fulfilled their obligations correctly and consequently my wife is unable to receive calls.
But it gets worse.
At the end of the day the port should have completed and hadn't we tried to report the problem to customer services. We were being told to give it a further 24 hours, when the 24 hours was already nearly up, clearly in breach of the normal process!
On the second day tried to get through to understand what the problem was. Was eventually put through to a porting team who blamed the donor operator, but the only obligation of the donor operator is to give out the new number and agree to the date of the transfer. It is T-Mobile's responsibility to sort out the routing.
Called back later that day to be put through to the porting team to ask them why this had not been resolved, and what was being done about it, had to wait 15-20 minutes to get through each time, was asked to explain the problem again each time, had to wait to speak to a supervisor each time, on most occasions who I spoke to didn't know what to do, or who to put me through to and I eventually got cut off and had to ring back and go through the process again. When I got back in touch I was told that there were notes on the account that they tried to ring me back when I was cut off, but they couldn't have been paying attention because they were trying to ring back on the mobile number I had explained didn't work and not the landline number I had left earlier for them to call me back on! When I eventually got through to someone who said that they knew which department I needed to speak to at 9:40pm, they told me that they were closed!
Rang back again the next day, and insisted that I wanted to be put through to a department who could resolve the problem and not be cut off. Was promised that they would make sure that there was someone on the end of the line first before putting me through. Then put me through to a message that then disconnected the call. This happened twice in a row!
Finally got put through to someone who might be able to help me in the "Customer Connect" team within retail care. Hallelujah, it only took about 12 calls and countless hours! They were unable to resolve the problem and unable to give any guarantees when the problem would be fixed, but at least they've got someone to look into it now!
I also raised a complaint yesterday, to get this escalated, but I probably won't hear anything from that for a week!
So my wife has been without service for several days now, and we have wasted countless hours trying to educate T-Mobile on what this problem is, and waiting patiently whilst they try to understand who in their own organisation can complete the obligations that they have failed to fulfil.
T-Mobile has not delivered an adequate network service, and they have not handled the port correctly and shown incompetence in resolving the issue that has further wasted our time.
Just spoke to Shona in the retail care team. She says that the reason my wife's phone won't port from Orange to T Mobile is down to Vodafone. Even through it is T Mobile's responsibilty to accept the port and Vodafone have confirmed that they are not responsible for any porting issues between other operators.
So I asked Shona if she would pass on the information I had from Vodafone and she said they are a back-office and they don't speak to customers and she can't pass any information onto them.
I could try calling next week! No sense of urgency and no internal lines of communication!
I posted this as feedback on the T-Mobile facebook page. So they deleted it! What do you think of a company like this?
Having lived in places where other services (O2, Orange, Vodafone) struggle to keep up coverage, T Mobile had never never disappointed me. It's coverage is really "universal" and sound clearest. There are no costly charges to get these excellence.
I have had a love hate relationship with Tmob for about 3 years now. They mess up big time and then apologise and offer you a carrot to stay with them. I once didnt have service for a month and they kept saying it was my phone..but of course it wasnt!
Generally the customer service is extremely poor. Only twice in the three years I have been with them can I say that I had GREAT customer service (and dont even get me started on the new South African guys they have working for them!)
If they dont offer exactly what you want...look elsewhere
The worst company for customer service in the UK - hopeless website too.
Used T-Mobile for my last contract mobile and would never use them again. Added ansaphone to my contract and found out after 6 months of paying the monthly fee that this service had not been turned on their end so all calls would just ring off, consequently lost numerous possible contracts.
got a call to see if I wanted a new contract, said no I was happy with what I had then found out that phone call to me had tied me in to a further 2 year contract of my current package, I never agreed to that. they said they had sent paperwork which most likely got dumped with all the other bullsh*t flyers they send me. A week later they put the price up on my package???????? as soon as I can I am leaving T Mobile never to go back!
Mijn ervaringen met de service desk zijn uitstekend: vriendelijk, doorgaans deskundig en goed advies. Ontbreekt het aan kennis dan wordt bijgeschakeld of wordt je teruggebeld op een later tijdstip. Niets dan lof.
De ervaring met de T-Mobile winkel in Sittard daarentegen is dramatisch. Aanbiedingen die nog op de website staan werden glashard als niet geldig verklaard en een klant kocht een toestel dat op de site goedkoper werd aangeboden. Toen ik hen daarop wees, werd de medewerker boos en zij dat ik ongelijk had. Een paar uur later bestelde ik telefonisch via de service desk en bleek alles netjes te kloppen zoals vermeld op de site.
Een andere keer had ik een probleem met mijn nieuwe iPhone; die was nog geen drie dagen tevoren geleverd. De service desk verzocht me het toestel in de winkel in te leveren en ik zou een vervangend toestel krijgen. De winkel werkte niet mee en verwees me gewoon terug naar de service desk. Die regelde het vervolgens op een andere manier: ik kreeg een nieuw toestel per post en moest het oude toestel daarna terugsturen. Wederom niets dan lof voor de service desk.
Wat de winkels betreft is er dus nog wel het een en ander te verbeteren; maar misschien is het een beter idee die maar gewoon te sluiten.
been with tmobile for ages wanted to upgrade my wifes contract and it caused nothing but hassle. the bloke told me everything i wanted hear and that there be no hassle or extra cost. turns out all he did was add another line so instead of just me and my wife i had 3 lines all active. sales is freephone and customer services 0845 and you can understand sales but customer service are foreign and you dont know if they acctualy understand you. a realy poor experience loyalty is deffinately not rewarded with tmobile should of gone to carphone wharehouse always had a good experience buying or doing business with them.
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