Hi,

I lost my contract phone, and when I called CS they told me either they can send me a SIM out for £11 or I could call into a store and pick one up there for the same price. They said this was to cover their “administration” costs.

I spoke to a couple of friends who said just buy a PAYG SIM and ask them to transfer your number onto that SIM card.

I did this and phoned CS back last night. They said this was not possible “due to data protection”.

I know it is my fault that the SIM was lost but surely it doesn’t cost £11 for a new one.

Anyone who has any knowledge of this your advice would be greatly appreciated.

How do you have remaining on your contract? How long you have will determine the leeway you have here.

Im on an 18 month contract expiring next may. I've been a customer for years with 2 lines. I dont know whether that will make any difference or not.

Your options are a little limited because you've got quite a while until your contract is up, so threats won't get you far. How much is your line rental / average monthly spend?

However, you're right that charging you £11 for a sim is ridiculous. I needed to swap my O2 sim for a smaller (iPhone compatible one). I accidently requested a new one twice. I ended up with 2 sims and neither costed me a penny. Companies use the dubious term "admin fee" too willingly and usually it's complete nonsense.

LOL they are terrible, my contract ran out last week, I called a month ago to give them notice that I wouldn't be taking out a new contract. The day before it was completed I called for my PAC code and was told that unless I went PAYG with them, I would need to give another month's notice!!! In the end and after speaking to a manager I was told the contract was indeed cancelled now but as I wasn't going PAYG they couldn't give me the PAC code either!!!

That's not T-Mobile's fault. Accounts have to be active for the number to be transferred out. The PAC process isn't instant so even if you'd used a PAC code immediately the request may not have reached T-Mobile before your account was closed.

If you are intending to take your number with you then you shouldn't close your old account yourself. When the porting process is completed and the number is released by the old network it triggers automatic cancellation of the old account.

Even though T-Mobile weren't at fault they still offered you a solution, which you turned down. How does that add up to T-Mobile being 'terrible' ?

OK forget the PAC but surely to be told to give another month's notice after the contract completes thus costing me another £30 UNLESS I am go PAYG with them is not a good thing??

No, but its your fault. PACs can only be generated on a live account (with any provider), so asking for your PAC means they would have to cancel your cancellation.

If you'd originally asked for the PAC and then used it (as mist people do) then you would have had just one 30 days notice.

They did offer you a way out, so I don't think you have much of a complaint.