T-Mobile drastically cuts data usage allowances

UPDATE: T-Mobile has retreated from its plans to cut data usage allowance for existing users. Original story below.

T-Mobile has  slashed the data allowance on its ‘unlimited internet’ fair usage policy.

From February 1st T-Mobile’s unlimited internet fair usage policy will be set at 500MB for all mobile phone customers, both new and existing.

T-Mobile told us that the new policy would only affect customers accessing the internet on their mobile phones and would not affect mobile broadband users on unlimited tariffs – i.e. those customers using dongles or wireless dongles.

Previously the operator offered a 1GB fair usage allowance on its unlimited data plans. T-Mobile customers who bought an Android smartphone were given a 3GB fair usage limit.

‘Web-browsing’ will not be affected

T-Mobile says that its new fair use policy will not apply to ‘web browsing’, which in the operator’s somewhat skewed definition means anything other than ‘streaming video’ or ‘downloading files’ (such as apps or music).

So if you breach the 500MB limit, you’ll still be able to use Facebook, look at web pages, or check email, but you will face ‘restrictions’ if you want to watch a bit of YouTube or download a podcast or two.

The new fair use policy is detailed in a rather brazen notification on T-Mobile’s website.

‘Our Mobile Broadband and internet on your phone service is best used for browsing which means looking at your favorite websites like Facebook, Twitter, Gmail, BBC News and more, checking your email and looking for information, but not watching videos or downloading files. If you want to download, stream and watch video clips, save that stuff for your home broadband.’

Ignoring the fact that ‘web-browsing’ can define anything you do on the internet, T-Mobile seems to forget that the very reason many people bought Android phones from the operator was because of its 3GB fair use policy, allowing them to use their smartphones in the way they were intended to be used – i.e. for streaming video and downloading apps and files – as Which?’s mobile phone expert Ceri Stanaway points out.

‘Telling customers to save video for home broadband is a bit like giving a child a Buzz Lightyear toy but banning them from using Buzz’s rocket pack.

‘One of the key selling points of large-screened smartphones like the HTC Desire HD or the iPhone 4 – the ability to watch video, like YouTube – will be severely curtailed,’ says Stanaway. ‘T-Mobile customers who took out their deal assuming they’d have access to enough data to download, stream and watch online video to their heart’s content have a right to feel aggrieved.’

Have you been notified?

T-Mobile has also angered many by providing little notice of these fair use policy changes. Customers on the operator’s forum are claiming that they have either only received notification in the last couple of days, or haven’t received any notification at all, which may be in breach of T-Mobile’s terms and conditions.

Which?’s legal team are currently looking into what advice can be given to T-Mobile customers who want to cancel their contract as a result of these fair usage changes. So be sure to check back over the next couple of days for more information.

Have you been notified yet of T-Mobile’s fair usage policy change? Will this change affect your internet usage on T-Mobile? Have you been given advice from T-Mobile on this issue? Let us know in the comment section below.

UPDATE: T-Mobile is likely in breach of its customers’ contracts.

UPDATE: Ofcom’s statement on T-Mobile’s fair usage policy change:

Communications providers must consider whether changes to conditions in their contracts will be of material detriment to their customers. If consumers are being notified of a change which is likely to cause them material detriment, the communications providers must, under General Condition 9.3, provide them with one month’s notice of the change and inform them that they are entitled to terminate their contract without penalty if the change is not acceptable to them.

We encourage unhappy consumers to speak with their provider about concerns that they may have. If the problem relates to a particular term or condition, then the consumer may log his complaint with Ofcom. Ofcom monitors complaints about the behaviour of communications providers and if there is a high volume of complaints about a particular issue, we investigate and take action as require, on the basis of administrative priority.

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65 replies

  1. I’ve not received any SMS, and have not heard anything from T-Mobile. I have tried to get comment from them on a number of matters I wrote about in my article, but they are not wanting to answer direct questions, or so it seems…

    Also, they appear to be ignoring contact from users… Hope your legal team can make some ground on this one

  2. I have an Android phone with T-Mobile purchased last year with a “statutory” 3Gb data allowance (not a bolt on or separate purchase) – their site quotes:

    You’ll get internet on your phone Plus included if you join us on a pay monthly plan with an Android phone in a T-Mobile store, over the phone or via our website, t-mobile.co.uk. You’ll need internet coverage, check it at t-mobile.co.uk/streetcheck. Remember that you can only use your internet on your phone Plus Booster in the UK and you can’t use your phone as a modem or use Internet on your phone Plus for peer to peer file sharing, or making internet phone calls. *Internet on your phone Plus comes with a fair use policy of 3GB a month.

    I have yet to receive an email or text confirmation of any changes to this plan. What are my rights?

  3. Please keep us informed on the legal team’s thoughts. I’m an Android user and as you say I chose to upgrade with T-Mobile and get and HTC Desire, rather than move to another operator, because of the data allowance. This meant that rather than getting a free phone, I had to pay £50 for the handset. Besides browing, I use the phone to download apps, watch some Youtube etc. This has never been unlimited because of the 3GB data cap and this seemed fair, i.e. I always have enough allowance not to go over the limit or worry about this. Now I do.
    Also I have yet to receive any notification – written, email or SMS about this change and therefore they are not honouring the 30 day period.
    Finally they offered the handset with “Internet built into the contract” because it is so intrinsic to a smartphone – their website says similar. Surely they should allow users to cancel if they make such a fundamental change to the tariff and not something I, or others, see as an “extra”.

  4. Having previously been with O2 and three in the past, I took out a 12 month sim only deal with T-Mobile in Oct 2010. At the time I was at pains to confirm my FUP was 3GB and was very happy with that. Two months in and the key part of my deal has been pulled away and T-Mobile are claiming this is for my benefit!

    I rang for a PAC this morning (after reading online about these changes – still no SMS confirmation) and they are refusing to give me one without my paying an early termination fee. We will see, in the past I have been through similar when three changed the terms of my contract and eventually got them to release me from the contract.

    I won’t be taking this lying down either, as I expect T-Mobile wouldn’t if I decided to reduce my monthly payment to them by 83% – in order to allow me to provide better service to them as a customer obviously!

    1. What is your next step? There are various Tweets stating this is:
      1. “material detriment”
      2. Against “Condition 9.3 of General Conditions of OFCOM licence under Telecoms Act
      3. Against their own T&Cs, e.g. no 30 days notice plus the whole issue over whether a service has changed.

  5. I’m a T-Mobile Android customer with a 3GB data allowance. Isn’t this a blatant bait-and-switch? A fraud? T-Mobile wouldn’t have nearly as many smartphone customers as they do if they didn’t have a 3GB allowance.

  6. I called T-Mobile this morning (no text notification received) after reading about the change and was told my 3GB internet allowance was now to be a 500MB download allowance with unlimited browsing and internet. Needless to say I am very unhappy. The rep told me that “You’re actually getting more this way because you can always browse”. I disagree completely.

    I signed up to a 24 month contract in November with 3GB so I could be free to get a Zune pass, use my LastFM account and generally not have to worry about hitting any limits. I may not use 3GB all the time but if I’m limited to 500MB then what am I to do with the streaming services I have paid for if they get cut off before the end of the month?

    If I decide to use my phone less then I can’t pay any less than the agreed amount so why can T-Mobile give me less than what was agreed for the contract which I pay for every month? All I want is that the allowances within the price plan are honoured for the duration of the contract. Is that really too much to ask?

  7. I have yet to receive any notification of changes and as a VERY heavy data user (3.5Gb last month) this is going to impact me hugely.

    I’m speaking to their CS regularly (about 4 hours since yesterday) and also I’m in e-mail discussion with their Executive Office. If anyone from Which? would like to discuss what I’ve been told so far or copies of the correspondence, please feel free to contact me on my e-mail address.

    1. You might like to quote some statistics at them. 500 MB => 16.6 MB/day. The normal front page for bbc news uses 0.46 MB, that of engadget 3.358 MB. So visit “rich pages” like that, and a half gig is going to last no time at all. It might also be useful to find out how much traffic google navigation uses as they are promoting the LG Optimus One as a navigation pack. You might have to drive very slowly in the second half of a month!

    2. here wording thoug states that the sites like BBC would be free so would have no detrimental affect on the usage policy, not siding with t-mobile as it sounds like a bait and switch :) just pointing out how phrasing something as “usage” can be missleading wwhen they mean streaming and downloading allowance

  8. I have took out a 2 year contract with T Mobile in December with unlimited internet. I went for a HTC Desire Hd so that I could watch videos especially. One month into the contract now they are announcing such a big change. Where do I stand? surely I should be given the option to be released from this contract.

  9. @ CompactDstrxion

    The point is that with 3gb I don’t have to worry about only being able to browse websites because I don’t hit the limit. At least until now that is. Now I have to worry about streaming too much music – a feature my Windows Phone is geared towards with its Zune integration!

  10. I have a 3Gb limit at the moment and am one of the (supposedly) small percentage of users that actually makes use of a significant portion of it. T Mobile haven’t notified me in any way and I am rather upset about their actions. I pay around 40 pounds a month at the moment and data is my most important commodity within this contract.

    Could anyone advise as to what the best alternative to T-Mobile is regarding data?

  11. I get told all the time by their customer service that “you can only use 500MB per month to download, but you can still browse and check your emails so nothing has changed” and I’m left speechless by how stupid that is. It’s as if they think browsing doesn’t use up any data…

    Once I have (easily) reached 500MB on my android phone, I can still refresh my inbox all I want, woohoo!

  12. Hi guys, thanks for all your comments, please keep them coming.

    Our legal team is looking into this right now and we’ll have some advice going up on the blog later today or early tomorrow. We’ll also be contacting T-Mobile for a response based on what our legal team recommends.

    I also signed-up to T-Mobile based on their 3GB Android usage allowance – so I feel your pain!

  13. I sent them an email earlier where i asked the following:

    1. Where in my contract it states that the internet is an additional service?
    2. Where in my contract it states that my call/sms allowance is not an additional service.
    3. Could you also tell me, if you need to give 30 days notice of any changes to my additional services in writing why I as of yet have not been notified?

    To which they replied (clearly not having read my email)

    Reducing your fair use policy will enable us to enhance you existing service when accessing the internet by reducing network data traffic. I am delighted to tell you that you will still get unlimited internet browsing. If you would like to use the internet for downloading, and require additional usage, you can buy a booster from us for £12.77/mth. We are still the only network that does not charge run on rates and our boosters are priced competitively.

    If you want to watch TV, online videos or download files, you can take advantage of your handset’s WiFi feature to connect to the internet. This means that if you have wireless broadband at home, or you are in a public place with wireless internet access, you can go online this way where the experience will be better and the speeds faster. If your handset does not have WiFi then you can use your home broadband connection on your pc or laptop.

    I am sorry, but the change to our fair use policy does not mean you can get out of your contract with us. We have give you reasonable notice that our fair use policy is changing and remember that you will always be able to browse the internet and use email and never get charged more than you agree to.

    Thank you again for your email.

  14. I have not received any notification at all, I am not a heavy user every month but I went with TMobile so I do not have to worry about my usage I knew I would never really get to 3GB Month but the 500mb offered by other networks was easily reached.

    I hope you guys are able to help as TMobile are closing ranks big time.

  15. Hi All,
    I am a business customer of T-Mobile and have seen this. Now where do i stand on this matter?

    Basically i was given 2 options increase my data allowance to 3GB by paying an extra £15 on top of my existing price plan. OR reduce my price plan from 900 mins, to 300 mins thus costing less, and adding the £15 booster on so i am not paying as much!?!?!

    To me this sounds like they have changed the terms of my contract thus forcing me to pay extra.

    Now all the T&C’s i have been seeing passed around are all consumer based ones!! Please help i feel as a customer i am being treated unfairly.

    I have a FUP too you know!!! lol

  16. my data has slowed even when on H. Thought it was me. Started around Christmas.

    @villainrom I can no longer see ANY historical data use in mytmobile. Checking bill PDFs, couldn’t see it there either anymore.

    All/which?/bitterwallet:
    I have a question ref usuage. If below 500mb, and they don’t advise you because you’re normally under the new fup, yet your contract taken out instore says 3gb fup aren’t they in breach of contract for not telling you of a change of terms? The first you’d know is when you tried to use the 3gb you believe you have but don’t anymore. The teathering allowed is classic. As I know this, and if my broadband went down could teather until back on. T-mobile haven’t told everyone, and they should be!

    Never taken my phone abroad, yet they’re always telling me about roaming charge changes! Same should apply to ALL changes to ALL services. Just because not relevant to customer today, what about tomorrow?

  17. Just talked to Ofcom. They said that those T-Mobile customers who can make a good case that the new FUP will cause ‘material detriment’ should be entitled to cancel their contracts. It’s also worth logging complaints with Ofcom, so they’ll have the impetus to investigate T-Mobile’s actions further. I’ll have Ofcom’s official statement up soon.

    1. The most straightforward way to prove material detriment Jon would be to look at your online bill. Download the spreadsheet and you can calculate how much data you’ve used this month. The problem with T-Mobile’s online billing is that it only seems to give you the data for the current month. I’ve never called T-Mobile myself to ask for my download history, but given the circumstances I think they’;d be obliged to do this. The real problem is for new customers who haven’t had the chance to build up any evidence to prove that the new FUP will be of material detriment.

      We’ve put our legal team’s concerns about T-Mobile’s action to the operator, and are now waiting for a response.

    2. That’s where the problem is, I signed a 24 month contract less than 2 months ago and have not gone over the 500mb usage yet, but I will. The last few months I have been mostly at home or at work where I have WiFi but throughout the next 2 years I will be travelling around the UK, go on Holiday in the UK and generally be in places that have no WiFi and want to use my phone without having to monitor the amount I am using it.

      The only way I can maintain the current limits on my account, and carry on with carefree phone use apparently is to but a booster which is a extra £15 a month and therefore this must be classed as material detriment.

    3. I have contacted OFCOM, and filed a complaint.

      On the grounds that it would effect my business, as i use the internet services provided while i am out and about. And the fact i was told to change my services in order to still have the 3GB allowance in other words reduce the inclusive mins on my price plan.

      I think this clearly shows the FUP is going to affect people if they are forced to pay more!

    4. i filled in a form on their website.

      I am tempted to call them, as i noticed my wording was a bit messed up after i got the confirmation email.

      Thing is I have a business contract with T-Mobile, and everything going around is about consumers! Business users normally get the short end of the stick!!

  18. The contract with T-Mobile defines Price Plan Service as a Service included in the price plan, and an Additional Service as an optional extra Service that can be added to the account. Since data is required and not optional for Android contracts, data on T-Mobile Android contracts is a core Price Plan Service and not an Additional Service.

    The contract further defines Price Plan as the bundle of Price Plan Services for which the Price Plan Charge applies. This bundle of Price Plan Services includes data for Android contracts.

    T-Mobile is offering its direct Android customers what they currently have for an extra £15 per month. This is a rise in the price of Price Plan Services (which includes data for Android contracts) to which the Price Plan Charge applies.

    Since the Price Plan Charge for the Price Plan comprising the core Price Plan Services has risen by £15 per month, this is substantially more than any increase in the Retail Price Index for the previous 12 months, and thus under clause 7.2.2.3 of the contract, I wrote to them to immediately terminate my contract.

    Please see further details at http://twitter.com/#!/LFT_Android/status/24850721773985793 and http://twitter.com/#!/LFT_Android/status/24583632232386561

  19. I started a 24 month contract on an Android phone with TMobile in december, and this is the first I’m hearing of this, TMobile haven’t told be anything. And given the sole reason for me going to TMobile was their 3GB allowance, it’s fair to say that I’m pretty furious.

  20. Ofcom’s official statement on this hasn’t materialised. They said they’re still looking into the issue and will get back to me tomorrow.

    1. Do you think it’s possible, if this does indeed show to be a proven breach of contract, that it could be used as leverage to lower the monthly fee of an existing contract instead of a complete termination? As, while they’ve got me to sign up a month ago on a service that now no longer exists, there isn’t really a viable alternative network for me to switch to.

  21. Can anyone confirm the “correct” complaint form to use for OfCom. I run a mobile site with several thousand UK Android users, most on T-Mobile plans, as I understand, and we have had immense support from them in re-tweeting. I’m in the process of making a template letter for Ofcom (we made a template letter on our wiki for cancelling, which was reviewed by a legal professional), but I can’t find the correct place for users to submit their “letter.”

    Once I can get this, rest assured ofcom will be receiving a lot of contact… I will also direct them to the comments we’ve had (around 100 comments on the story we broke), and see how it goes…

    In the meantime, keep the pressure up, everyone, and contact Ofcom if you can find the right form.

  22. I phoned T-Mobile this morning when I read this news. I bought a Nexus S just before Christmas and specifically went to them because of the data plan. I hardly ever make calls with my phone, it’s for data use mainly. The lady I spoke to told me that the change won’t apply to my contract and I’ll continue to get 3GB. I asked for more details about why my contract was exempt but she was very vague and refused my request to put her confirmation in writing. Sounds very dodgy to me.

  23. Just to say , Ive had no notification of the change, and one of the main reasons I went with T-mobile was for the data plan , for my Android smartphone. Data use on my phone is more important than calls or texts.

  24. I emailed t-mobile yesterday about the FUP and they rang this morning to tell me that i would be reduced from 3gb to 0.5gb. They did however offer me a 3gb allowance for an extra £12.99!! I then looked in my terms and conditions to see if i could find anything about this.

    They after a good read they are definitely breaking 2.11.2 and 7.2.5.2 and i rang them to say that if they planned to carry on I would like them to cancel my contract so i can change to someone with more data, as that is the whole reason I went with t-mobile and have been encouraging my friends to do so.

    They flatly refused admit that I would be recipient a worse service than i am currently recieving and when I told them that I wanted them to end the contract they responded with several comments about their legal team and told me I would have to pay £370 to cancel (I have just over a year left on my 24M contract)

    I am not happy with this and so I complained to ofcom and they directed me to CISAS to complain about t-mobile (Everything Everywhere is the trading name if you use this form).

    http://www.cisas.org.uk/ToApply-25_e.html

    I suggest everyone send a complaint in.

  25. Please contact all official bodies who will be able to help with this. Ofcom, the Office of Fair Trading and CISAS. The more people who complain – to the right sources – the better. These massive telecoms organisations should respect their customers and not use their power at customers expense with bullying tactics. They are making massive profits every year. Contracts are binding and should not be breached.

  26. Hi.

    I called T-Mobile customer services upon hearing this yesterday, and the gentleman I spoke to said he hadn’t heard anything about it. I then proceeded to explain that it was listed on their website, to which he then looked into it.

    He explained that in order to make any changes, T-Mobile would have to send me a text message 30 days prior to the changes, and that the 30 days would occur after I received the text. However, when I raised this issue on Twitter, T-Mobile customer services sent me a direct message stating that they only had to provide customers with ‘reasonable notification.’ Now obviously, until they contact me (or any other contract customer who is a data user) this still counts as no notification. When I confronted them in the reply message over this, suddenly all has gone quiet.

    I signed up to a £60 a month data plan on the iPhone in November 2010. At the time of posting, the website displays the package as having 1GB of data included, with the additional element being an ‘unlimited’ texts booster. So in this case, the non-core element (the angle they tried to use when I asked for my PAC) is the booster, or text messages.

    Of course, think they’ll listen to any of this…? Back on the phone again today.

    And for the record, I did actually manage to get a mobile broadband cancelled with T-Mobile one before. The contract had 18 months remaining in a 24 month contract, but after tackling them on the various points of where the T&C’s failed, they eventually agreed to cancel it without charge.

    Persist if this is going to affect you.

  27. I’ve possibly never hit 500MB but that is not the point. I signed up for unlimited data (I thought as a bolt on, originally) and was never told the fair use was 3GB but was told verbally that I’m not supposed to use the phone as a modem. Yet my phone is almost as data intensive as my laptop and in constant use. I’ve never hit the FUP limit as far as I’m aware. No notification from T-Mobile that anything has changed either so maybe it is only certain contracts that are affected? Is it only direct contracts I wonder? Cos I went via an agent. Now they’re saying I’m not supposed to use it for downloading things to my phone either? I do like watching streaming video but don’t do it as much as I could. Just seems they are reducing my phone’s capabilities. Which makes it no longer fit for purpose. Which is a statutory right.

  28. I can’t see my contract on the My T-Mobile bit – it was a renewal, and I don’t recall ever receiving one in the post. Am I missing it somewhere?

    My husband and I both have HTC Desire’s and use them a lot for all sorts of things, that’s why we got a contract with T-Mobile originally because they offered such great data usage with Android phones.

    I’m annoyed about this… really annoyed. I haven’t been notified either and it seems like a pretty major change when you’ve got an intrinsically internet based phone.

  29. A comment for the Which legal guys… Heard back something from T-Mobile this morning:

    “In section 7.1.3, of our Pay Monthly Ts & Cs we state that, “We can suspend, change or withdraw your Price Plan or price plan services. We will give You written notice 30 days before we do so. The change will then apply to You once that notice has run out. We can offer you a £5 one-off credit as we appreciate that we haven’t given you 30 days’ notice, however this does not allow you to to cancel without penalty. ”

    So, they have admitted two things there:

    1) That the change does affect my “Price Plan or price plan services”
    2) They are in breach of their own contract.

    Nice.

  30. My price plan is still showing web and walk plus (18) and I have had no notification of change yet. One of main reasons for joining up with t-mobile was 3gb data limit. whats the point of a smartphone if you are restricted in what you can do on internet.

  31. This matter is incredibly simple. Ofcom General Condition 9.3 says that as T-Mobile are causing material detriment with these changes (you will have to pay more to receive the same service) that they must inform you of your right to cancel without penalty.

  32. I too haven’t heard a peep out of T-Mobile in respect of this. I have an Android handset and use data all the time but try to leave the big downloads for when I’m on wi-fi so presumably I haven’t registered on their radar as yet as they seem to be concentrating on the heavy users initially.
    I can’t see them excluding users like myself from the restriction but that means that if implemented at the beginning of Feb as stated they won’t even come close to giving me 30 days notice.
    It’s well nigh impossible to track your data usage too as other posters have mentioned (other than via 3rd party apps). I have phoned T-Mobile up about this in the past and they made a real fuss about providing any info at all. This should be available as totals on an ongoing basis.

  33. It’s quite likely that I’ve gone over the new 500mb limit at some point since I took up my contract in July, thought I am not sure since T-Mobile make it impossible to check. This is outrageous, arrogant, and I want to cancel my contract with T-Mobile immediately just on principle.

    I am relying on Which? and XDA to give me advice on what to do (what letter/emails to send to who), since I’m pretty young and entirely inexperienced in something of this nature.

    I’m glad we have groups and organisations like these to stop consumers from being ripped off by faceless, greedy corporations.

  34. The statement that T-Mobile is making about using “home wifi” is completely pointless.

    NOT EVERY HOME HAS WIFI

    Are T-Mobile now saying that to use the services on the phone that used to be covered by the 3GB FUP, you now have to invest in new home wifi infrastructure? Sounds like a detrimental change to the contract to me…

  35. Along with material detriment i would also class t mobiles move as making my android phone not fit for purpose. I bought it for the built in youtube, blinx video streamer, sending videos and pics via attachments on gmail the app market and all its downloads. Stopping me doing this makes the phone not fit for purpose. The above is such an integral part of an android phone.

    Why should i have to sign up for their home broadband to continue my current use? I don’t want home broadband!

  36. . Phone tmobile up and quote the follwing

    9.3 Where the Communications Provider intends to modify a condition in a contract with a Consumer which is likely to be of material detriment to the Consumer, the Communications Provider shall:
    (a) provide the Consumer with at least one month?s notice of its intention detailing the proposed modification; and
    (b) inform the Consumer of the ability to terminate the contract without penalty if the proposed modification is not acceptable to the Consumer.

    They also have to give you your pac within 2 days.

    1. dont think its that easy chris, as it looks as though tmobile have put a wall up for the moment so they can figure out how they can deal with this now. ive rang all i got was apologies for not being notified and other than that being told im just speaking to customer service and that they cant do much, so you’ll have to email your complaint

  37. T-Mobile Statement:

    “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. 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.”

    Lysa Hardy, VP, T-Mobile UK

    Source
    http://support.t-mobile.co.uk/help-and-support/index?page=home&cat=DATA_CHANGES

  38. Splendid news. Respect to all for forcing t’mobile to swallow their pride and admit they made a mistake. Particular kudos to Ofcom who responded to my complaint within 2 hours on what must have been a busy day for them.

  39. @Which? On a side note to all of this, whoever is designing your website needs to be fired.

    This page is incredibly ugly, complete with stretched T-Mobile logo and general layout that puts me off reading your article.

    It also seems very ‘off-brand’, if the URL didn’t confirm it I would assume that this is an imposter site.

    I know it is only supposed to be a blog but it wouldn’t hurt you to put a bit of effort in with the design.

    1. Hi Jason, stretched logo has now been corrected! But sorry you don’t like the design. As you point out, this is a blog so it has a different layout and format to the main Which? site. Which? Mobile also only launched a few months ago, and we’re continually making improvements, so please stick with us.

  40. T Mobile 500MB limit on android use.
    Luckily I found out about this before buying a Wildfire / android on T Mobile.
    Unfortunately though T Mobile offer the best coverage for the area I am interested in.
    I may have to go for 2nd best on reception and choose another provider as I would have used this quite a lot. I am assuming that no one would willingly buy into this?

    What worries me is that if T Mobile get away with this, the others may follow suit.
    I feel that the consumer really needs to win this one. It will possibly limit sales, once widely known about and will certainly affect my choice of provider.

  41. I don’t like t mobile anyway but if my friend had a contract and i wanted to get the exact same phone as him i would expect the same package same internet usage same everything.Just cos i was a new customer does that mean i wouldn’t have to pay as much if i wasn’t getting the same services as my friend was

  42. I have been with T-mobile for a while on pay-as-you-go. On my monthly package
    £25/month, I am entitled to 3 GB of data. Recently, T-mobile sends me warnings that I have ‘exceeded’ a ‘fair use’ policy. It didn’t used to be so. I always check my data usage on my smartphone and I’m always within my limit.

    However, arbitrarily, T-mobile sends these messages, which warn that you have exceeded a ‘fair use’ policy but don’t give any details about this. You are of course, directed to a website, which cannot be accessed. Hardly fair that!

    A complaint to ofcom is on the horizon with possible press coverage. I can forsee a volcano of discontent erupting over this, and it’s not a question of if, but when…

  43. Not sure if I am an Ostrich in the dark yet have never had any phone with Internet packages and plans attached, yet do have and have always had a T Mobile PAYG 3G broadband dongle I plug into my laptop. Not being bound by any kind of end – game contract suits me entirely, so as to be totally sure that I am not going over any phantom data allowance; a great many well established ISP providers now appear to complex their rules, even mastered cubix puzzlers need a degree to work out what these are, let alone the average pedestrian.

    I recall when ‘Unlimited Data’ for Internet browsing – largely defined as ‘anything goes’; regardless of speed and data-allowance stuff, between 2008 – 2014 with any PAYG ISP provider – truly meant exactly that, especially with T Mobile. I have recently just purchased a pre-paid, 3G (unlimited broadband) usb dongle loaded with 6-month worth of internet credit from an experienced seller on eBay and paid approx £54.00.

    My purchase means that I can do ‘unlimited browsing’ of Internet yet restricted to only 500mb of streaming/downloading etc. Fortunately I do not stream nor even download anything – just copy and paste pictures from Google images I may wish to use as a template for my art projects and recently had to download a free yet low MB android sync to upload pictures of items I sometimes sell online. Other than this, I do not use my Internet for music/video streaming etc.

    Today I recieved an unfriendly hockey stick knee-capping by T Mobile to notify me that I have now reached 80% of my Fair Usage Policy and have absoloutely no idea what this means as a semi literate Internet user. I cannot access any ‘Fair Usage’ policy web page – these automatically appeared numerous times before I could access the Internet last month, yet now have ceased appearing altogether.
    I am very familiar with Fair-usage policy notifications and in some cases, the eloborate terminology meaning of them.

    What I do not understand however, why have these user-friendly but randomly automatic prolific ‘agreement’ web pages vanished and, how does this relate exactly to my PAYG 6-month ‘unlimited broadband’ dongle deal?. Am I going to get charged for their own incompent technical web issues where I can no longer swear allegiance to abiding ‘I agree to exceeding 80% of my Fair Usage Policy’ statement confirmations, even though I have not streamed any video/music related content?.

    I shall keep this wonderfully maginificent retail complaint post informed of my progress, and hopefully compare notes of what others have had to say about about their own unique experiences. Please watch my post and hopefully feel the shared empathy I feel toward all other T Mobile customers as I genuinely hold a lot of unexpressed contempt for this ISP even though I still have to use them for my Internet user needs. They owe me me money too – £22.00 for a previous PAYG Internet dongle credit I never got back.

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