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T-Mobile treating me like a new customer when wanting an upgrade |
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#1 |
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Forum Member
Join Date: Jul 2004
Location: Mars
Posts: 10,688
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T-Mobile treating me like a new customer when wanting an upgrade
I'm in the last month of my contract with T-Mobile and quite like the look of the Touch Plus so I decided to give them a ring to see about getting an upgrade. I'm not a heavy phone user, my contract was for 18 months @ £15 a month, but my average bill is around £25 a month.
So I called up, and after some talking I agreed with the agent that the £27.50 web'n'walk package would be ideal for me. I was after the £22.50 package but that is only for people wanting a 18 month contract (or so she said), and I stated at the start of the call I wanted only a 12 month contract. But then she told me the phone would cost me £89 This is the exact same price on their website for new customers as well as the package she was putting me on. I told her I was unhappy about this, since I'm an existing customer and so on, but she just insisted there is nothing she could do about the price and that she was already giving me a discount on my line rental Something I didn't understand since it's the same price on the website.I turned it down, saying I would think about it. But where do I go from here? With my average bill am I in the position for a discount? |
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#2 |
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Forum Member
Join Date: Jun 2003
Posts: 813
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Hi,
How many mins and texts are you looking for each month? |
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#3 |
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Forum Member
Join Date: Aug 2006
Posts: 1,860
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Sounds like you'll be on the flext 25 (minus the £5 discount) @ £20 with web and walk @ £7.50
So you'll be getting £40 of allowance per month. with regards to the phone, it sounds that T-mobile don't consider you to be a high value customer. I'd suggest going through with a port-out request and see if they change their mind. it's no loss as you have to use the code in order to disconnect anyway so if you don't use it nothing changes. |
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#4 |
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Inactive Member
Join Date: Jun 2006
Posts: 8,186
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The £22.50 package is the flext 20 with the current £5 off promotion and the £7.50 web and walk add on. This is only available on 18 month contracts. Why would you think she is lying to you over it?
Secondly, im fed up of people complaining they dont get as good a deal as new customers. In this case they have matched the exact deal a new customer would get and youre still complaining? Over the course of your last contract the most you say you have spent is £450 (18x£25) The actual amount of your bills is irrlevant. The more profit you make them the more they can give you. £25 bills do not mean you have made them plenty of profit. Networks dont actually make that much money on calls. If you had £25 bills every month spent mainly on texts they would have made more profit from you and be able to give you more. The Mda touch is an expensive phone. Giving it to you free when you have barely covered the cost of it wouldnt be very good business sense would it? |
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#5 |
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Forum Member
Join Date: Jul 2004
Location: Mars
Posts: 10,688
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Quote:
Hi,
How many mins and texts are you looking for each month? Quote:
Originally Posted by Pres.FI'd
with regards to the phone, it sounds that T-mobile don't consider you to be a high value customer.
Quote:
Originally Posted by Pres.FI'd
I'd suggest going through with a port-out request and see if they change their mind. it's no loss as you have to use the code in order to disconnect anyway so if you don't use it nothing changes.
Would I have more luck in-store? |
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#6 |
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Forum Member
Join Date: Jul 2004
Location: Mars
Posts: 10,688
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Quote:
The £22.50 package is the flext 20 with the current £5 off promotion and the £7.50 web and walk add on. This is only available on 18 month contracts. Why would you think she is lying to you over it?
Quote:
Originally Posted by skimminstones
Secondly, im fed up of people complaining they dont get as good a deal as new customers. In this case they have matched the exact deal a new customer would get and youre still complaining?
Quote:
Originally Posted by skimminstones
If you had £25 bills every month spent mainly on texts they would have made more profit from you and be able to give you more.
Quote:
Originally Posted by skimminstones
The Mda touch is an expensive phone. Giving it to you free when you have barely covered the cost of it wouldnt be very good business sense would it?
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#7 |
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Forum Member
Join Date: Aug 2006
Posts: 1,860
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Quote:
Probably around 100 min and 400 text. More interested in getting web access on my phone.
A couple of years ago with Vodafone I was spending even less a month than I am now, but they were happy to give me a free phone. I can't remember the phone now, but it was just out and normally on my contract then would cost new customers around £60. May sound dumb, but what is a port-out request? Would I have more luck in-store? porting out is to prepare to take your number to another network by asking for a PAC code. is there any reason you want to stay with T-Mobile? |
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#8 |
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Forum Member
Join Date: Jul 2004
Location: Mars
Posts: 10,688
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Quote:
I don't think you'd have better luck instore as they just have to use the same systems as far as I know -
porting out is to prepare to take your number to another network by asking for a PAC code. is there any reason you want to stay with T-Mobile? ![]() No real reason to stay with T-Mobile, just they seemed to have the best package as far as I can see with it comes to web access on the phone. |
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#9 |
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Forum Member
Join Date: Aug 2006
Posts: 1,860
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Quote:
Ah, I understand now.
![]() No real reason to stay with T-Mobile, just they seemed to have the best package as far as I can see with it comes to web access on the phone. |
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#10 |
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Forum Member
Join Date: Jan 2005
Location: London
Posts: 35,635
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I had this with T Mobile and they told me honestly it was better to just cancel my contract and sign up again as a new customer as i would have better opitions and my bill was about £25 a month . .
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#11 |
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Forum Member
Join Date: Mar 2001
Location: North West
Posts: 4,885
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Quote:
I had this with T Mobile and they told me honestly it was better to just cancel my contract and sign up again as a new customer as i would have better opitions and my bill was about £25 a month . .
My contract is up for renewal with T-Mobile in a couple of months, I spend in excess of 80 quid a month, wonder what they'll offer me? Either way am voting with my feet and going to another network. |
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#12 |
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Forum Member
Join Date: Jul 2004
Location: Mars
Posts: 10,688
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Well I called up again to cancel this time as I had seen a good deal with Orange, got a really nice chap this time round. I explained my reasons why and he was shocked to here she didn't offer me any type of discount on the phone or even my package.
But he then looked at the notes on my account and said it says she offered me the phone for £40, which she never ![]() Anyway I was just honest with the guy and in the end got the £27.50 package and the phone for a tenner. Going to pick it up in the shop tomorrow (had no idea they allowed this), so just hope it all goes well when I go in to pick it up.
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#13 |
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Forum Member
Join Date: Nov 2003
Location: derby
Posts: 104
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hi i have just upgraded on t-mobile. manged to keep the deal i was on and i got the lg viewty for £10.00 the guy in the shop was surprized it all depends on your useage.
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#14 |
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Forum Member
Join Date: Aug 2006
Posts: 1,860
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Quote:
Well I called up again to cancel this time as I had seen a good deal with Orange, got a really nice chap this time round. I explained my reasons why and he was shocked to here she didn't offer me any type of discount on the phone or even my package.
But he then looked at the notes on my account and said it says she offered me the phone for £40, which she never ![]() Anyway I was just honest with the guy and in the end got the £27.50 package and the phone for a tenner. Going to pick it up in the shop tomorrow (had no idea they allowed this), so just hope it all goes well when I go in to pick it up. |
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This is the exact same price on their website for new customers as well as the package she was putting me on. I told her I was unhappy about this, since I'm an existing customer and so on, but she just insisted there is nothing she could do about the price and that she was already giving me a discount on my line rental
Something I didn't understand since it's the same price on the website.

Going to pick it up in the shop tomorrow (had no idea they allowed this), so just hope it all goes well when I go in to pick it up.