T-MOBILE FAQs

[lawbunny]

I’ve produced this post to address some of the more common problems we seem to see again and again on this forum regarding T-Mobile’s procedures.


Your Contract

- Is for airtime only, not the handset. Meaning essentially that so long as T-Mobile provide you with a working sim they are under no obligation to make sure that you have a working handset at all time ie if your handset gets sent away for repair.

- Every time you upgrade you are agreeing to extend your contract by a further 12/18/24 months.

- You simply agree to a minimum 12/18/24 month commitment period. This means that your contract will not end automatically, you must phone them to inform them you wish to cancel.

- You must give 30 days notice to cancel your contract.

- If you want a PAC, you can only get this free of charge on the very last day of your commitment, otherwise you must pay an early termination fee.

- If you want to upgrade you can do so fully from one month before the end of your commitment, or you can have a partial value upgrade from three months before the end of your commitment.

- If you wish to cancel within your minimum commitment period you will have to pay an early termination fee, which is essentially the line rental for the remainder of your commitment period minus 4%.



Cooling Off Period

- If purchased directly from a T-Mobile store you do not have any cooling off period at all. The moment you walk out of the store with the phone you are stuck with it.

- If purchased from www.t-mobile.co.uk or directly from T-Mobile over the phone you have 14 days in which to notify them that you wish to return the handset and cancel the contract/upgrade for any reason at all.



Faulty Handsets

- If not purchased from T-Mobile directly (T-Mobile website, telesales/upgrades, T-mobile store) then you must take the handset back to the place of purchase (ie CPW etc)

- They will replace the handset straight away within the first 28 days.

- After the first 28 days they will attempt 3 repairs before replacing the handset.

- You will continue to be charged your monthly line rental whilst your handset is away for repair.

- If the damage is caused through misuse they will not repair/replace the handset for you – this includes things such as water damage, dropping, accidental damage, cracked screens, unauthorised modifications or downloads etc.

- If your handset is damaged through misuse fairly close to the end of your contract (ie within the last 6 months) ask about a possible contract extension – this is essentially a very early upgrade in exchange for you agreeing to an extra x months on top of the new commitment period.



Billing

- You are always charged one month in advance for your line rental, and in arrears for any extra charges.

- The following changes to an account will result in pro-rationing of allowance and charges: new connection, upgrade, cancellation, change of billing date, change of telephone number (either general change or port). This means that your allowance will get split between the number of days before the change and after. Example:


You normally have 100 mins per month. Your allowance renews on 1st each month. You upgrade on 12th June. Your allowance for June would be as follows:

1st June to 12th June – 12 days – 100/30 x 12 = 40 mins
13th June to 30th June – 18 days – 100/30 x 18 = 60 mins

This means that if you have used more than 40 mins by the time you do the upgrade, you will then be charged for the extra mins which you used, even though these were included in your allowance when you made the calls.


- Any method of payment other than direct debit or BACS will incur a £3 monthly separate handling charge.

- Direct debits are debited from your bank account on or around 14 days after your bill is produced. Bills are produced the same day your allowance renews.

- You will be billed normally even if you have given notice to cancel your account. A final bill will be produced 14 days after the account has actually cancelled, which will detail if you owe T-Mobile a final amount or if they owe you anything.

- If your final bill is in credit of more than £40 this will automatically be refunded within 14 working days. If your final bill is in credit of less than £40 this will not be refunded automatically – you will have to call in and request it and it will take 14 days from the day you call in to request the refund.




Lost/Stolen

- If you lose your phone or it is stolen you are liable for all charges up until the point where you call T-Mobile to notify them of the situation and allow them to suspend your sim. Remember that although a credit limit exists on your account there is a delay of around an hour in the call records updating (and international calls can take up to 3 months to appear) so the charges on your account may well exceed your credit limit by a lot before you get cut off. So do not rely on the fact you think anyone who steals your phone cannot possibly run up a huge bill. They can.

- A replacement sim incurs a charge of £10.



If all else fails....
Contact complaints on cust.rel@t-mobile.co.uk



Any questions, just ask.

[locutus]

This should be stickied. Should also get the same information on all the big telecom providers imho

[OrangePrimate]

Thanks Lawbunny!!! saved me typing it all out! - Orange is same apart from a few little things and the 'faulty handsets/repairs' section.

I will post the differences when have a little more time on PC!!!

Agree with the sticky idea and the same details form all networks, will save a lot of repeat questions/answers.

[lawbunny]

Thought it might help. I tried to cover the basics but if anyone can think of any other common areas they need info about just post it here and I'll amend the FAQs.