oh!

This is an interesting one, there maybe scope for contract cancellations. I know T-Mobile in their venerable ways argue that that it is a "non-core" "additional service", however if you have a plan such where internet is included as standard i.e. as part of your renewal or new contract signup you chose the Web N Walk booster (or whatever they are calling it these days), then it would be fair to argue they have breached the service to your detriment as described in 7.2.3.2 and 2.11.2. You would have to show however that the reduced FUP would affect you significantly, so those who consistently use over that amount would probably only be able to argue successfully.

Personally I would suggest people write in, I know this is only a result of the merged entity trying to aligning some of the network infrastructure policies.

bewhere that the terms say you must notify them of the detriment before it takes effect. As we are till yet to recieve "written" notification (surely a text does not count, not that I even have one of those) maybe they are trying to leave it as late as possible to limit the time we have to cancel without cost....

i have wnw+ and was told today that it is effected by this change when I called, but as yet have no texts or letters from them

Internet access on an iPhone or Android phone isn't "none-core" as you can't order the phone without that facility, they say you will have to have it, and specifically market that as part of the package since they highlight the limits, 500mb or unlimited.

I got my Desire via mobilephonesdirect and it has a 1gb limit, and that's the only limit I would accept - if they've changed it mid-contract, that contract is now void. I'll have to write to them because they haven't emailed me (they have my address), nor sent me a text, nor written to me via snail mail.


seems like it is all contracts
http://support.t-mobile.co.uk/discus...01f839bc007e44
and
http://support.t-mobile.co.uk/discus...6da8429f007cec

Maybe NSFW

http://redo.me.uk/unfairuse

Does this mean customers can cancel a contract if they wish?

Tmobile claim not as its an additional service so they can change it with notice, but they are on dodgy ground. The terms say if its a detriment to you you can cancel with no fee. I am still to get a text from them but as soon as I do I will be cancelling under these terms. See 7.2.3.2 and 2.11.2

If you cancelled, would you have to give the handset back?

God i hate there CS, i pressed the leaving option, all i got told was that it will happen on 1st feb, i wont lose any services...

I KNOW THAT BUT YOU ARE BREAKING THE TERMS!

nope, its yours too keep should Tmobile accept that you can cancel. That matter is debatable though. I contacted sales today and asked a few questions:

You are about to be connected to a new connection sales advisor for T-Mobile UK. Please note they do not have access to existing customer details and cannot process upgrades or queries related to an existing T-Mobile account. If you have a query of this nature please contact customer services on 0845 412 5000 or 150 from a T-Mobile handset..
You are now connected with Rachel.
Rachel: Hi there, my name is Rachel. I am part of the dedicated T-Mobile Online Sales Team. How can I help you with your new order?
Steve: Hi Rachel I am considering the HTC Desire HD, but what is the download limit with this phone on a monthly contact with unlimited internet?
Rachel: Hi Steve
Rachel: I'll help you with that
Rachel: Excellent Choice of phone!!
Rachel: It is one of the best selling phone.,
Rachel: You get UNLIMITED Internet browsing + 3GB download limit a month.
Steve: and thats for video streaming, youtube etc right?
Rachel: Yes
Rachel: You can stream video's
Rachel: Watch youtube
Steve: and if i get a contract today 11/01/11 that generous limit is in effect for the contract duration?
Rachel: That's absolutely correct
Steve: excellent thanks for your help
Rachel: You get every month , same internet allowance
Rachel: Welcome
Rachel: Thank you for expressing interest in T-mobile!!! May I ask you few questions to get you the best deal?
Steve: ok
Rachel: Thanks
Rachel: May I know how much are you willing to spend a month on your phone?
Steve: about 35 pounds
Rachel: May I know how many minutes and texts a month you need?
Steve: 600
Rachel: I can offer you HTC Desire HD on a £35.74 per month with one off cost £50 for 24 months contract. In which you get 900 anytime any network + 500 texts + Unlimited Internet + Free Flexible Booster
Steve: sounds good ill take a look thanks
Rachel: Excellent!!!
Rachel: Shall I send you the link to place an order online?
Steve: thats ok im on the site now.
Rachel: Alright
Steve: have a good day thanks
Rachel: You too have a great day ahead
Rachel: Is there anything else I can help you with today ?
Steve: one more question please
Rachel: Please go ahead
Steve: is the internet an additional service or part of my plan?
Rachel: It is part of the deal
Rachel: It is not additional
Steve: excellent thank you
Rachel: With all the deals for this phone, unlimited internet is included for FREE


Note that she says the internet is NOT an additional service and that its 3GB for the contract.

Im on the phone TRYING to get to a supervisor, t-mobiles CS used to be superb, now its rubbish.

let us know how you get on, quote my transcripts if you like, I have them as screen grabs too to show that its for real.

Even Tmobiles retentions line goes overseas and you get nowhere!

Good luck, there have been several people who've got exactly the same response from the Sales Live Chat.

No doubt T-Mobile will claim the salesperson has made a 'mistake' and offer to retrain them instead of admitting internet is an integral part of the contract.

Just emailed the complaints team.

T-Mobile have issued a statement on their official forum regarding this matter. This is what they say:


Still not happy!!!

T-mobiles system is down now....

Regarding the quote from T-Mobile just above - I read that as though they are only going to notify customers who use more than a certain amount of data?

Like I said, I've had the restrictions imposed before when I went over my 1GB limit.
You get a text saying youve gone over your limit and will no longer be able to download files but you will still be able to browse sites and use facebook and email, but you blatantly cannot.

After 1800 when you try to connect you get redirected to a white page telling you the above...you CANNOT get past this page rendering your handset useless until 0000 until the end of the calendar month.

if they are only notifying those that they consider are effected (high users) surely they will end up in breach of the contract that says that they must notify us? To be an active user means you use the internet surely, As for me I used over 1GB in the last 20 days, so I should get a text either way. I may wait a week or two before I call them again then they may have failed to notify me in writing at all....

and also what about those who took contracts out just aound christmas who have not had a full month of data usage so no history for T Mobile to class them as a high user?

2.11.2. If You are a Consumer and the change is of material
detriment to You, We will send You Written Notice 30 days
before the terms and conditions are due to change. The
new terms and conditions will apply to You once that
notice has run out, unless You terminate Your Agreement
with Us within that notice period. If You do this You won’t
have to pay any Cancellation Charge that would otherwise
apply, see point 7.2.3.2

http://support.t-mobile.co.uk/resour...ine_TCs_v1.pdf

One issue is that the fup is not with the terms and conditions. Although it is part of the contract. This is going to be tough but I an prepared to take it all the way. Any groups set up yet for a campaign?

At least when O2 cut the data allowance, they made it for new customers only and allowed those on existing contracts to remain as they were AFAIK.

Consumer group Which? are now getting involved. Good for them!

http://www.zdnet.co.uk/news/mobile-w...392/?s_cid=938