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20 Comments
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Kenton
PriceEpic job, Which – I’m proud of you, and of us :-) As we say in our update at http://bit.ly/tm-bye to people that terminated their contracts “if it wasn’t for your bravery in standing up to the combined corporate might of France Télécom and Deutsche Telekom, they would never have relented – it’s thanks to people like you that others still on T-Mobile contracts have still got the data allowance they signed up for”.
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Christophe
r@Which?Cheers Kenton. Everyone involved deserves a pat on the back!
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Mark
Well Done everyone, I chirped in with my 30 minute winge to Customer Services today, complained to offcom and was just about to send my letter of cancellation to head office when I heard the good news :)
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dans
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RichardHar
oWell done everyone. I’m sad that I’m locked with T-mobile for another 18 months though.
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Jed Spink
Although it leaves a bad taste in the mouth, having to stay with T-Mobile, you can console yourself by at least having probably the best data plan (excluding arguably Three on a 24 month contact). Looking around, if I want to upgrade in November, then there is not a great choice with most operators only giving 500-750MB, some 1GB on smartphones. And to get the 750 or 1GB allowances the monthly costs are quite high. At present I get 3GB on a £30 / month contract so much better than anything currently on offer through O2, Voda et. al. Obviously T-Mobile’s move to “align themselves with the rest of the industry” means no more great deals from them either.
Leaves me wondering where is the competition in the industry if all the operators are basically offering similar deals for similar cash. Oh for the old days when Orange first came onto the market – per second billing, replacement phone in 4 hours, free 0800 etc. etc.
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Brian
WilliamsIt’s hard to avoid thinking the word “cartel”. Just exactly what use are our regulators when all the phone companies charge the same for similar offerings? Where is the competition? And what’s the point of a monopolies and mergers commission when it never seems to stop the reduction in choice by mergers that are never refused?
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Anthony
BallJust looked at my account details and it still says ‘capped’… The WebNWalk plus has not been restored either. Do I have to call t-mobile to get it sorted out?
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Mine also says “Capped too” and no mention of WnW Plus – the service I had before. I was not someone who got the text saying my service was about to be changed. Guess a call to 150 is needed…
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BallI had to ring them to get them to reverse the settings they had done a couple of days ago – it is not done automatically – they still had me capped at 0.5GB!!!
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Christophe
r@Which?That’s worrying Anthony. Has anyone else checked their account details and found something similar? Were you one of the ones who originally received a text notifying you of the change?
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Just spoken to T-Mobile Customer Service. Yes the change in name is because of the whole FUP change debacle. And no you do not need to do anything. Existing customers will retain their existing data usage rights. So panice over.
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Christophe
r@Which?Cheers for that Jed. I’ve just spoken to T-Mobile’s communications team and they’re pretty much confirming what Jed’s saying. But I’m waiting for them to get back to me with an official statement on the matter. I’ll let you know as soon as I get it.
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BallI never had any text from t-mobile – they just deleted the WnW plus and added the cap!!!
After calling them (via 150) today they removed the cap, but WnW plus is still not back. Internet seems ok, but not tried anything that isn’t port 80 (http) today.
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Given T-Mobile’s comments about “bringing its FUP in line with the rest of the industry” I was thinking why should there be a standard package for this? Surely the different operators should be competing? Is there some sort of gentlemen’s agreement in place between Voda, O2 and T-Mobile. If I was an investigative journalist, or the OFT, would certainly be interesting to probe into why and how the UK’s mobile phone contracts are pretty much the same (give or take Three and GiffGaff)… smacks of price/service fixing.
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Chris
JonesOk, so as an existing customer I get to keep my 3gb FUP for the duration of my contract.
Now, the contract is for a _minimum_ of 18 months, so when my 18 months are up and it becomes a 30-day rolling contract, it’s still the SAME contract, so I should keep the 3gb FUP until I upgrade/cancel.
Can someone confirm this is the case? If so, in future it’s simply then a case of buying a new phone and bunging my existing SIM in, in order to keep the 3gb FUP.
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Christophe
r@Which?Hi Chris, T-Mobile has just told us that you will be able to keep existing data limit if you renew your contract and don’t change any of the services/plans. Here’s the statement they sent to me:
“If an existing customer has a FUP higher than the new 500MB FUP (being launched for new customers on the 1st February 2011) and they renew their contract without changing their plan or services then they will remain on their current FUP (1GB or 3GB).
Customers will only be subject to the 500MB FUP if:
· They are a new customer from the 1st Feb 2011
· They have never been an internet customer and sign-up for internet after the 1st Feb 2011
· They request that the internet service is removed and then in the future re-added after 1st Feb 2011
· They elect to change their package to one of the options available from the 1st Feb 2011 onwards
It is possible for customers to upgrade their handset and remain on the same contract – under these circumstances the contract period is just extended. We do not force customers to change price plan, but may of course offer them alternative options as part of any renewal discussion.”
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Christophe
r@Which?Hi guys – regarding the comments made by Jed and Anthony on the capped data at 500MB: I had another chat with T-Mobile and they’re saying that no one’s data caps should have have been updated, and that the proposed 500MB change wasn’t scheduled until 1st Feb.
So if you’re seeing a 500MB cap, when it should be something else, then according to T-Mobile this isn’t related to the recent FUP debacle. Best thing to do is to call T-Mobile’s customer services, as Jed did, and see what they say.
Also if you can send me more specific details I can forward it onto T-Mobile – they said they will look into it. christopher.reynolds@which.co.uk
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Thanks for the offer Christopher, but I think it’s just the way they show the service plan. My actual online bill show WebnWalk plus, so will see what happens at the next bill before deciding if I need to take it further. I’m sure it will be OK – as the Cpt of the Titanic said.
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BallA few days before this all started I checked my webpanel – it was WnW plus – no sign of ‘Capped’. On the day everything went crazy I checked again and the WnW was gone and ‘Capped’ was in its place. I think that the t-mobile staff must be ‘mistaken’… ;)
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T-Mobile retreats over data cut plans
T-Mobile has been forced to back down from plans to cut its mobile data allowance for existing customers, following immense backlash from consumers and pressure from Which?.
‘On Monday 10 January 2011 we announced that, in line with the rest of the industry, T-Mobile would be reducing its Fair Use Policy for data usage to 500MB a month for all mobile phone customers,’ reads the statement T-Mobile sent to Which?. ‘Following a further review of our policy, these changes will now be introduced from 1 February, to new and upgrading customers only – not existing customers.’
‘There will be no change to the data packages for existing customers for the duration of their contract and we apologise for any confusion caused. The revision to the Fair Use Policy is designed to ensure an improved quality of service for all mobile internet users.’
T-Mobile’s decision came some 24 hours after Which? argued that that the network may be breaching its own terms and conditions, and expressed its concerns to regulator Ofcom and called on the operator to allow its existing customers to cancel their contracts without incurring a fee.
But perhaps the most pressure was generated by Twitter, which for the last couple of days has buzzed with complaints from disgruntled T-Mobile customers, rallying each other to complain directly to T-Mobile and to Ofcom.
We just like to congratulate all those who grumbled, complained, commented and generally made this the giant public relations disaster for T-Mobile that it deserved to be. It just goes to show that even the biggest companies can be held to account and forced into action by consumer pressure. Thanks guys!
Update: Some of our readers have been asking for further clarification on how to keep your existing data limit when renewing your contract. T-Mobile has provided us with the following statement regarding this: