t-mobile worst company

i buy a phone from t-mobile to find out that the phone was not working also buy a credit with the phone when arrived there was no credit on the simcard and the phone was saying emergency numbe,r only phone t-mobile to discuss this with them so they could sort it out all. I get was them be rude hanging up the phone and told me they cant hear me and also putting me through to other department, and i am told that they will send me a bag to put the phone so they can fix it have not recieve the bag yet been 4 days also was told to go the shop so they can top up the sim i never buy the phone in the shop. I buy it on there website t-mobile i have 3 contract with them and am going to terminate, all been with t-mobile for 11 year and back than if you had a problem they would help you and never had to complain, but seen 2 year ago i notice they have become the worst customer service ever and am goin to change to a different mobile network.

I do not recommend "T-MOBILE.

Hello:
I am a customer of T-MOBILE.
I have a pack of "THE FULL MONTY" which says that there is "NO FAIR USE POLICY"
It's a BIG lie.
It has many locks.
Internet is rubbish, you can not see your email and a video after 12:00 pm.
Every time I call customer service .... tell me a different story.
I do not recommend "T-MOBILE.
You can not complain on the FACEBOOK page ... you block them.
I did ... catches put my speed Internet .... Always thought .. package THE FULL MONTY has FAIR USE POLICY ..... they blocked my username ... I can no longer post them on facebook.

I signed for Unlimited calls and texts and internet but got totally different contract.

on 1/05/2013 at EE store in woolwich arsenal i signed for Unlimited package deal for £21 amount which was on offer .
After 1 week received letter from t mobile conforming totally different contract i called to customer service team and they asked me to i fax them my agreement to them which i did after 2 attempts they said i must go back to the shop and talk to the person who sold deal to me ,So i did but this time i got very stupid answer from sale team in shop "sorry we sold you deal which was expired on that day so we put you on different price plan which was same amount and now we cant help you regard cancellation please call customer service " . I signed on paper for unlimited package . this is 21century biggest scam at all time with big company in UK .

Cheapness comes at a price - avoid at all costs

My phone was stolen. I need some documents for insurance from t-mobile and just cannot seem to get them. I have had them "posted" to me twice and although every other letter sent to me finds its way these documents don't. I phoned to complain and was sent to a store to pick up the documents. The store had no idea what I was talking about. I called tmobile and after a chat between the operator and person in the store I was told they couldn't help me. I called again and demanded to speak to a manager but this was refused even though the website says if your complaint is not resolved you can speak to a manager. After calling to cancel my contract (which had a 15 minute wait showing how many others want to cancel) I was told it would all be sorted out and sent to another store. Again they didn't know what I was talking about. I am now cancelling my contract and taking tmobile to court over any cancellation fees due to lack f service. I advise others to do the same

Be wary of the 'Retentions' team!

Just had an EXTREMELY negative and frustrating experience with T-Mobile retentions team. An advisor offered me a particular deal (too good to miss) and I accepted. On call ending I received a confirmation message with a different deal altogether. After spending over 1 HOUR trying to get back in touch with them I was told by a manager that the advisor had updated the same deal as what was on the text and that they had to take his word for it. I asked them to listen to the call and get back to me and the manager advised me to put this request in writing (?!?). As a result my original cancellation request has been rendered 'void' and I now have to cancel again giving them my notice period from scratch. Ofcom complaint to follow!

CRAP

seems that most people have had the same or similar experience with this rubbish , I always seem to be in the area 1% they reckon they don't cover , now like so many others stuck with a contract i cant get out of without paying through the nose to buy out despite the fact they do not fulfil their part of said contract by providing a service .They do not .I live in an area that according to their coverage map should have an excellent signal , i rarely get more than one bar up on my S3 and almost never get anything other than basic net connectivity if any ! Yet my O2 one sat right next to it always stumps up full service with high speed internet connectivity . Their so called customer service cannot be described as such ..Yet another fine example of Rip off Britain !

Thanks for the "service" (Term used rather loosely) or lack there of.........

Thank you for helping out the MILITARY by RIPPING ME OFF while I am deployed!!!! Really nice of you to let my wife, who has POA (power of attorney), pay the bill but tell her you will not restore service to the wireless hot spot. Very nice of you to support the troops like that and just what I need to make my day over here!!! Thank you for charging me for the 4 months the hot spot was turned off and making my day with $175 bill for ZERO service....I will NEVER purchase another T-Mobile product as long as I may live!!!

good when your phone is working TERRIBLE when its not!!

Ive been with T-Mobile for a few year now and had never had any trouble until the latest phone i got was rubbish with many many problems, I kept ringing to see what they could do about it and all I was told was i had to send it off for repair and they would send me a silver bag to send it in, well 3 weeks later i STILL hadnt received the bag so rang again and they sent another out, got the phone repaired but 2 days later it broke again! so again i rang them and told them my frustrations, anyway to cut a long story short after 4 months without my fully working phone (which i was still paying for) and 3 trips to the repair shop they allowed me to get a replacement of the same model (but after all the trouble i had I no longet wanted that model but they refused to change it for me!) Then a few months after the new one kept giving me many of the same problems I rang them again and yet after all the trouble (including being threatened to be BLACKLISTED for withdrawing my payments even though it was because of them) they expected me to send it off another 3 times in order to get another replacement of the SAME MODEL!!, after complaining and asking to speak to managers (yet refused) I ended up having to write a whole long letter, but AGAIN they refused to help me, if they really expect me to pay for a phone and a service im not recieving they can think again, i have a new plan set up and am leaving T-Mobile forever NEVER again will i get somthing out with them they are rude, unhelpful and full of rubbish!!!!! nice as pie to you when they want somthing and are fine at upping the contract price every month but when you ask for somthing your self well your going to get nowhere!!! worst phone comapany EVER! plus the reception area is getting worse and worse aswell!!!

BAD CONNECTION

Couldn't have a conversation without having to fear my signal would dissapear. Never full signal. And almost never 3g. Went to the t-mobile store in Corona 4 times, where they tried to help, but nothing worked. So they told me I just had to keep the sim (no compensation - only used it 4 days out of a month) Would never use t-mobile again!

Shoddy customer service, deliberately confusing.

One of the worst companies I have ever had to deal with. I was miss-sold the product over the phone - a sim only monthly rolling contract. Then I cancelled the sim by email within the 6 day cooling off period and returned the sim! I hadnt even used the phone ONCE! Now I am being chased by debt collection agency. I have tried to contact T mobile, Only to be told I haven't cancelled. I said I had a confirmation email as proof. They said they had no way of receiving my evidence, so must go into shop. I had no luck there, they just didn't know how to deal with it so after trying for ages to find another email address for customer services, I sent an email, only to get a reply saying :

'Please accept our apologies, we are in the process of improving our e-mail service, and cannot deal with your e-mail enquiry at this time" - OH THE IRONY.

I rang again and I was told I could only cancel verbally, then why do I have an email confirmation from customer services?

The website is really difficult to navigate. I have gone back to o2, but now I am being charged for both o2 and T mobile. Tthe whole point of going to T mobile in the first place was to cut my phone bills because I am financially strapped). The plan was miss-sold to me. This is not acceptable.

NEVER USE THIS SHODDY COMPANY

Get everything in writing.

I left when I discovered an unfamiliar phone number on my account but this was only the last straw. I've lost all trust in the company and strongly felt that I was being taken advantage of.

I would agree things with them by phone (monthly charges, contract renewal etc) which wouldn't materialise. While they weren't doing the things I asked for they kept increasing my (along with every other customer's) bill without any consultation. I was even told there were no fees for leaving and then charged a fee. I simply couldn't rely on what they told me.

As far as I know I'm now free and I'm very happy about that. I won't be going back to T-Mobile/EE.

'customer service'....don't make me laugh (or cry tears of fustration!!!

This is possibly the worst company i've ever had the misfortune to deal with. I cancelled my contract after 18mnths and my direct debit. Received a few threatening letters. Phoned the imbeciles in customer services to told it was a 24 mnth contract because i'd signed up in a t-mob store, meaning it would be 24mnths by default. Explained that i'd never set foot inside a store and had signed up online to 18mnths... operative hung up on me! Negotiated their infuriating call-handling system again, had to fully explain myself AGAIN was hung-up on AGAIN!!! Got through again etc asked to speak with supv / manager...apparently as a mere customer i'm not entitled to! Asked for names/id numbers of the two who'd hung-up on me previously...not entitled to know.

Was told i could go on a 24hr call back list where a supv would ring me, at any time. I explained, as a shift-worker, this wasn't very helpful. That's just the way it is sir. Finally had to send registered letter outlining the issues. No reply just another generic letter telling me, amongst other things, that i needed to just pay or deal with debt collectors.

All in all absolutely appalling service. I will NEVER USE THEM AGAIN AND NEITHER WILL ANYONE IN MY FAMILY, amounting to 100's of business years. Sad thing is t-mobile couldn't give a damn.

Finally, when i agreed to pay my balance, just to be shot of them, i was in the process of asking (politely) to be removed from their mailing lists when they hung up on me (for last ime ever!!!!!!!!!!!!!!)

Obaid E Muhammad tyckte detta omdöme var användbart

Rip offs!

Very unhappy with service I have received from Tmobile. I have just received a final bill of nearly £50 for calls I made within my 30 days notice although I still should have had call allowance left until the last day of my contract. As soon as I gave my notice they started charging me for the calls I had made. Not happy with the money I have spent over the years they try to bleed my one final time. NEVER going with these again. Good Riddance!

Obaid E Muhammad och Stephen tyckte detta omdöme var användbart

Okay

Well we have had lots of problems and we were always ringing them up, there staff know nothing but once we said that giffgaff was cheaper they gave me unlimited texts mins and internet for £8. Now I will soon find out if they lied to us

BEAWARE BEFORE MAKING ANY CONTRACT WITH T MOBILE YOU WILL LOOTED

REASONS OF LEAVING NEGATIVE FEEDBACK?
1. I GOT CONTRACT OF 2000 MINUTES/MONTH FROM T MOBILE. MINUTES WAS FINISHED WITH IN THE MONTH DURING THE BUSINESS USE. T MOBILE COMPANY ADDED MORE MINUTES IN TO MY WITHOUT MY CONSENT AND MAKE A BILL OF 595 POUND APPROX. THREE MOBILE COMPANY ALWAYS INFORM THE CUSTOMER VIA EMAIL TO THEIR CUSTOMERS ABOUT THE ENDING ALLOWANCE BUT T MOBILE COMPANY NEVER INFORM THE CUSTOMERS SO BY THIS WAY THEY CHARGE THE CUSTOMERS ON NAME OF EXCEED ALLOWANCE LIMIT. T MOBILE COMPANY HAS GOT THOUSAND OF CUSTOMER BY THIS WAY T MOBILE LOOT THE MONEY OF THOUSAND.
2. BE CAREFUL IF YOU MAKE CONTRACT WITH T MOBILE COMPANY TELL THEM IF YOU EXCEED ANY ALLOWANCE LIMIT YOU SHOULD BE INFORMED VIA EMAIL TEXT. SO THAT CUSTOMER CAN SAVE THE MONEY AND USE THE ALLOWANCE CAREFULLY BUT T MOBILE COMPANY DONOT PROVIDE THIS SERVICE TO THE CUSTOMERS. IF THEY PROVIDE THIS SERVICE TO CUSTOMERS THEY WILL NOT ABLE TO EARN THE MONEY BY HIDDEN WAY.
3. PLEASE CHECK EVERY BODY PAST MONTHLY BILLS YOU MIGHT HAVE BEEN CHARGE ONCE FOR EXCEEDING ALLOWANCE LIMIT.
4. CUSTOMER SERVICE IS ABSOLUTELY RUBBISH.
5.PUT ALL THE BLAME OF THEIR MISTAKES ON YOUR SHOULDER AND TRY TO PROVE THAT CUSTOMER IS WRONG.
MOST OF THEIR CUSTOMER REPRESENTATIVES BARELY ABLE TO SPEAK ENGLISH
5. REQUEST YOU PLEASE ALL CHECK YOUR DIRECT DEBITS WITH T MOBILE COMPANY.
6 .T MOBILE STAFF HAS NO EXPERIENCE HOW TO TACKLE THE ISSUE.
7.WASTAGE OF TIME AND MONEY WITH ZERO SOLUTION OF YOUR PROBLEMS.
8. T MOBILE COMPANY PUT CHARGES ON CUSTOMER SHOULDER BY MAKING EXCUSES.
FOR EVIDENCE PLEASE READ ALL THE REVIEWS OF THE CUSTOMERS OF CUSTOMER GIVEN BELOW AND ONLY 2 STARS ???.

Useless

AVOID AT ALL COSTS!

I wouldn't even give them a full star if it was an option for this review. Their so-called "customer-service" is a joke.

I've been trying to get my phone unlocked for MONTHS now as I've moved to another country. I've contacted T-Mobile UK customer service on multiple occasions to try to get this sorted out. Each time the staff in the Philippines have been condescending and useless, telling me that I would receive emails "This week", "within 24 hours", "Sometime this week". Months later, after quite a few expensive calls (they charge £1.50/minute to call customer service) nothing has happened.

On top of that, to cancel my contract (as I have now moved out of the UK) they told me that I need to pay £500. Their incredibly helpful advice was that I should just sell my iPhone5 on ebay to pay for terminating my contract...which of course would leave me without a phone (p.s. no one wants to buy a used LOCKED iphone on ebay.)

I am furious with this company and seriously hope that they get shut down soon.

Complete Farce and Fraudulent

Evil existing EE is beyond a joke, several problems with them upon starting the contract.
1; the contract I have with them is different from what I applied online, then the billing starts........
2, I had gone over my data usage despite using my home wifi!!
3, I continuously check my balance and get high unbilled expenditures
4, phone gets locked of because apparently gone over my limit, how when speaking to customers services the previous I was give 600 free minutes upon query of my spend and also changing my price plan.
Tmobile trust me when I say if this continues you will get noooo money from me, and I would happily go to court if these shoddy services continue. I have no doubt in my mind you ARE a rip off. You need to review all your services if you don't want to be in receipt of lawsuits for breach of contracts, as I see and already know you have a below standard reputation.

SIMPLY THE WORST CUSTOMER SERVICE YOU WILL EVER EXPERIENCE, YOU HAVE BEEN WARNED!

I agree 100% with other reviewers. I have contacted them 9 times about the same issue and nothing has happened. I make a note of the staff name, number and time and date of the call and it makes no difference. They just fob u off. Twice I was promised a manager call back and nothing happened. I have been promised my money back within 3 days on 5 occasions and nothing has happened. I cant actually believe how bad the customer service is. The worst I have ever experienced. They are in the phillipines and just have no sense of logic or service. I will never use this company again and will ensure my friends and family will never use them again either. Never has a company made me so angry that I have actually lost the will to fight them and have just given up my complaint, because they do not give a damn. They will not listen to calls and will never let you speak to a team leader or manager.

I have been told complete lies on 9 occasions by 9 different people. How are they getting away with this?

I might put in a complaint to BBC watchdog, and if enough of us do something might change.

But seriously the worst customer service experience ever!

AWFUL AVOID! AVOID! AVOID!!!

The service i received from t mobile was completely terrible and the lady was so rude. I had to ask if the call was been recorded and when she said yes and i could not believe how bold she was to be so rude and unhelpful to a customer. I have been a t mobile customer for about 5 years but i have started cancelling my lines. After the call today I am actually going to cancel the others and pay the off the line. the lady Teresa basically said she can't help me and then dropped the phone on me. the sad thing is she isn't the first t mobile customer service staff that has dropped the phone on me. A lot of my friends have had the same experience.I really do not know how they manage to stay in business. I am so shocked and angry at the service i received.

T-MOBILE MAKES LIFE EVEN HARDER

Im with them since a year with two contracts, one of them just finished and i wanted to transfer one of the numbers to the contract that is actually running. At the beginning (one year ago )they said to me that is possible to do it, once one of my contract is finish I (the employee) can do it for you, and now the said to me that if i want to transfer my number i have to leave the company to another network and come back, that means, im not going to be able to use my number in a few days... no internet... and is not a short process!!!! it takes me ONE WEEK!!

So T-mobile, thanks for your help, ONCE MY CONTRACT IS FINISH IM GOING TO GET OUT OF THE COMPANY.

I think is im a customer you should can transfer the number into the contracts, and then you are a LIERS!

Terrible is an understatement

They billed me £180 because they made an error.

3 weeks later I have still not received a refund. I can't wait for the contract to end. I will never be going back to them.

Unethical, fradulent business practices

It is a ripoff company with shocking professional standards around customer service and support. Was a customer for abt 2 years. Once the contract ended, I changed the number to another provider. They said they will cancel. But inspite of repeated reminders, they kept charging me for more than 6 months. I lost about 180 GBP to them before after a lot of harassment etc they finally cancelled my account. So much for me being a loyal customer to tmobile for the last five years.
Their customer service is shocking. The agents patronize you. All i can say is this is the worst company to have a cellphone contract with. Cant recommend others because i havent tried them (am in the lookout for an alternate provider). But a piece of hard-learned experience from my end is that - Please avoid tmobile like the plague even if you get good deals from them. They will take the money from you anyways at the end of the contract.. (they will get you one way or the other :()
I have anyways now raised the issue with the respective redressal forums. Let us see where it takes us

outrageously bad

I cannot believe the incompetence of T-Mobile. I tried to join with them, and was asked for four different types of id. Firstly, this is very odd, I have a well paid Job and have never had to give so much id before. However I sent them it, but no reply. So I sent them it again, three more times. I still had no reply. In the end, I rang to be told my order was cancelled because one of the ids were not acceptable. No idea why they couldn't inform me of this? I sent a correct id, only to be ignored again. After five angry mails, all ignored, I gave up

When my contract runs out, they've lost a customer for good!

I've had a few issues with T-mobile recently that resulted in receiving a very high bill for the month of January (hopefully being refunded this month)
The one thing they can't seem to get right though has been going on since 9th January and customer service just don't seem to be pulling there finger out. I just want to shout at them every time I have to phone up and chase up the issue.. but no.. so far I've taken a deep breath and been polite.
9th of January I phone them asking for the code to unlock a handset in order for it to be used on other networks - no problem, the code will be sent to you via email in the next 20 days - we'll charge your account for it in the mean time thank you very much.
25 - 30 days later, no email. Surprise surprise. Phoned customer service. Oh it should've been sent out. I should've received it. We'll send it out for you. You'll receive it in the next 3 - 5 working days.
Surprise Surprise still nothing. I phone customer service again. Not sure whats happening but I should receive it within 24 hours via email.
Waited a whole weekend and still nothing! I phone customer service once again. They still have no idea what they're doing and I should receive a call back within 24 hours. 24 hours passed and still no call.
I phone customer service again! The lady on the phone informs me that its been passed to the escalation team and the reason I didn't get the call within the 24 hours is because they hadn't received a response from the escalation team...
So.. I'm now sitting here waiting and wondering just how long I'll be waiting just to know what is going on and where a simple code has got to!

Don't go with T-mobile! They're customer service is terrible! If you have a problem, it takes forever to get sorted out! I can't be bothered to write about the other issues I'm having with them!

Dave Naylor tyckte detta omdöme var användbart

AVOID, AVOID, AVOID.

I hate to keep doing this but I wont stop until its refunded!

UPDATE - Was informed of the refund coming back by the 13th Feb...didn't happen. Phoned up...given the 20th Feb and even promised a phone call, NOTHING!

I phone up today to find out that it has just been manually processed by the 'Finance department' and that it will take 14 days. I terminated my contract on the 21st of Jan and have been given 10th March as the date which I know it wont be. The phone assistant said "Sorry just isn't enough, I can understand your frustration"...of course you can. I asked if there was any note from monday when I called stating he would call me....NO! REALLY, You now lie to your customers.

Your quick enough to take everyones monday but very slow at giving it back.

T-MOBILE, YOU ARE A JOKE! My 14 day deposit has turned into a 8 weeks. Not even funny. Don't even bother calling the call centre, they have no idea whats happening, don't both going into store, they also have no idea whats happening!

I've had NO APOLOGY! STILL OUT OF POCKET.

AVOID.
AVOID.
AVOID.

Don't waste your time and money.

PS, READ BELOW FOR THE ORIGINAL STORY (11/2/13)

One day I made the mistake of taking out a contract with T-mobile, that decision has plagued me for the last 2 months of 2013. I decided (why!) to take out a contract and defect to Blackberry from Iphone. Place online order and recieve a delivery date (with no SMS)...I leave it a few days! Nothing. Phone Customer services who informed me I should had paid a deposit. No problemo, place deposit and receive phone...YAY!

Start using the phone, its not good. What was I thinking. Ok send it back, its within the 14 days cooling of period. I explain that I wish to continue the contract and merely change the handset. No problem! (Said cust services), send it back (paid for the postage myself) and wen't back to my old iphone if which I had to pay for the sim card myself with no refund so just to sort me out temporarily I spent £20 just to get rid of the bloody thing. The phone has taken a little longer to 'process' and I am advised to call back every day until they get it, in fact its taken another week. So about 12 days for them to process the phone though it had been received the day after I sent it.

So they finally receive my phone (after calling them every day)and tell me I can go into my local (Leamington Spa) EE/T-mobile store and I merely swap over the deal, i'm given my policy number and account number, fabulous...so efficient and simple. I walk in and am greeted by some miserable 18 year old, with long copper hair and some brick on a strap round her neck,who looks like she hates work! I get the whole..."Oh there is no upgrade option on your account", My response "I've just been on the phone to head office who tells me there is a note on my account", she responds "Sorry, we don't deal with head office".....REALLY!

So I get back onto the phone....get through. It turns out that my contract was actually terminated (even though I made it clear and a note was placed on my account not to do so!), so customer services would see what they could do for me to reverse the issue. The call operator could clearly see the note that had been made and confirmed that they had not read the notes on my account. She told me she would speak to her manager and they would call me back...that never happened.

Next day, which is now the twenty first of Jan, same thing again...I call customer service, ten million options in the automated labyrinth. Finally get through to someone (after 30 minutes) who tells me that they can go ahead and amend the phone contract (wow! that was easy!) so go forth and order my Iphone 5. She then tells me she will see if her manager can process the application faster through credit control so I get it the next day, "I'll call you by four"....its now four fifty, nothing. Oh the phone rings. Its her manager, he tells me that he has gone out of his way to call me (he's doing me a HUGE FAVOUR and been in meetings all day) however there is nothing he can do, as my last contract ended and a new one was attempted within 24 hours they wouldn't process the application. Ok, but you ended the contract against my request...then tried a new application without my knowing which could effect my credit rating. We called it quits and I was told I would get my deposit back within 3-5 working days (Though it could take up to 14)...Ummm ok.

That day I sorted out a contract with Three...quick easy, upfront and got the product within 24 hours! Brilliant. Next day I call T-mobile again (on my shiny new Iphone) to update my new number so they can contact me and to double check they had cancelled the Blackberry contract. All confirmed, will have my deposit back within 14 days. So I wait and wait and wait....

Its now the 4th Feb (14 days) and nothing!. Once again, call customer service...enter the labyrinth of options, non for customer service on there though. Finally I get through to someone who tells me that my phone call on the 22nd of Jan the amount was credited onto my account but not processed to come back to me. The phone operator had confirmed it was T-mobiles mistake but there was nothing they could do as it was being "Processed" and that she wasn't "Lying to me", even though I never suggested anyone was deceiving me. I just wanted someone who was competent. Its ok, you should receive it between 3-5 days but could take up to 14! REALLY...that means due to your companies incompetence I will have to wait up to a month for my money back. The manager can't process it any quicker, its being 'processed'

A few days later, I take to twitter to vent! @Tmobileuk, fabulous, they're getting someone to look into it and it should be with you in a few days. Fabulous. I can't through to a UK based customer services so Twitter always works. Roll on 11th Feb...Nothing. Contact tmobile via twitter, my tweets are deleted and customer services are ignoring my messages.

Call customer services, I get told it should be with me by the 13th Feb. Not good enough, but they can't do anything.

My verdict. I would rather be phoneless than use T-mobile, Orange or EE ever again. Being with network Three has restored some faith, customer service is great and responsive. Quick and not fathy, oh and they respond to emails and call you back. The sad reailty is, I am not one to complain about things because its too much hassle but these guys deserve it and I woud hate other people to go through what I have been through. Save your money, time and stress.

Dave Naylor tyckte detta omdöme var användbart

T-Mobile- Worst mistaker ever!

I have been a customer of T-mobile for about a year, I have never had any problems to contact them about, so really no no issues at all for a while.

Until I made the HORRIFIC MISTAKE of getting my boyfriend involved in a contract with T-Mobile.
My problem with T-mobile has escalated for so long, that it is hard to even talk about it without feeling extremely frustrated.

All I really want to say, is that if you ever have an issue with T-mobile please do not expect to get any type of customer service from them.

1) They obviously have no interest at all in looking after their customers, new or existing, because they simply do not train their staff sufficiently to deal with issues correctly, at the very least to give you the right information.

2)Even when they have made an error and they know it they will promise to fix things but this sadly NEVER happens.

To the point that after 10th complaint to fix subsequent problems that have risen from their lack of training and their customer services complete ineptitude to deal with even the simplest requests, you still have solved nothing.

3)You then try to speak to someone higher up after you have exhausted all other avenues. Only to find that even this is not possible.

To finalize T-Mobile have cost me and boyfriend a huge amount of money, time and energy, they have driven me to rage, and still the problem is not fixed after nearly a month of calls.

After the many issues with just receiving the handset, my boyfriend never received his phone in the end, and he explained to T-mobile that he did not want to use T-mobile because they had let him down before even he had started his contract with them, and they still had the cheek to ask for a cancellation charge, and debited his account with his monthly charge.

I have never written a review about any company, however the experience I have had with T-Mobile HAS BEEN SO BAD I just had to share it. I very much doubt T-Mobile will do anything about this. I really do not think they care as long as they are making money!!!
That's the impression I get! VERY SAD!

Dave Naylor tyckte detta omdöme var användbart

Inept

I upgraded a few weeks ago, decided to get an iPad mini.
I waited quite a lot time before they sent one out, but this is probably not entirely their fault as they are in demand.
However, after spending a morning in waiting for a delivery that failed to materialise, I called the couriers and found that t-mobile had not given them the right address so they would not deliver. Mistake #1.
I called t-mobile; after an eternity waiting on hold listening to terrible indie folk music, being passed over three times, then cut off (they did not call back, I had to ring again) I finally spoke to a friendly simpleton who told me she had rectified the address and that I could expect delivery the next day.

It did not show up.

I called back the next day and found out my address had not been corrected. Mistake #2.

I then ring up three further times over that week. The first time I was on hold so long I gave up. The second time I explained it all over again and the advisor had no record of any of this so I gave up and told them I no longer want it. She told me she would arrange it all and call me back. She did not call back. Mistake #3.

I then discover, to my delight, that I have been charged £260 for the bloody thing, even though it was supposed to cost me £79. Mistake #4

I call back AGAIN and am told that they cannot cancel the order until I have had delivery of the iPad and then sent it back to them. I said no way am I taking more time out to wait in for another delivery. And no way on earth am I paying my huge bill. They didn't have much to say to that, and really didn't sound like they cared much.
So far it stil hasn't arrived anyway as UkMail as just as incompetent as t-mobile, if not more so.
I am considering walking away from t-mobile and going elsewhere. Never mind the rest of my contract, I don't care.

Dave Naylor och Obaid E Muhammad tyckte detta omdöme var användbart

What you agree to isn't what you get.

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!!

UPDATE:
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 tyckte detta omdöme var användbart

absolutely shocking

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

Dishonest and terrible customer service

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 tyckte detta omdöme var användbart

Rude, dishonest and poor customer service

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 tyckte detta omdöme var användbart

Worst customer service ever.

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 tyckte detta omdöme var användbart

THE WORST CUSTOMER SERVICE i HAVE EVER ENCOUNTERED

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 tyckte detta omdöme var användbart

Embarrasing and distressing mobile phone provider, can't wait to end my contract

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 tyckte detta omdöme var användbart

Diabolical

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 tyckte detta omdöme var användbart

Jumping through hoops to remove the content lock.

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.

thieves mobile

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 tyckte detta omdöme var användbart

I ACTUALLY WANT TO CRY

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

Dave Naylor och Obaid E Muhammad tyckte detta omdöme var användbart

Can't wait to leave

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.......

ARRRRRRRRRRRRRGGGGGGGGGGGGHHHHHHHHHH

Cant wait to end my contract

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