T-Mobile : How do I cancel the contract?

[BOF1951]

Hello,

As well as an Orange pay monthly account, which covers the children’s mobile telephones (which will be a subject for discussion very shortly as they are no longer ‘poor’ students!), I have a T-Mobile pay monthly account for my own mobile. The account is 6 months old.

Unfortunately, I live in a big black hole as far as mobile telephones and TV signals are concerned and the service cover is appalling. The T-Mobile works fine in most places about a mile away, but if it does actually ring at home, which is rare, you cannot hear or speak to the caller. I usually get a voice mail message when I leave home!

Is there anyway I can cancel the contract on the grounds that T-mobile are not providing a proper service?

Regards,
Chris

[Rooster-UK]

Hi BOF.

The problem is that you've signed a contract for a minimum period of time and both sides are entitled to enforce that.
The only way out that I can see would be to write to the phone provider and explain that the phone does not work in your home location because of the poor coverage at that location. Tell them that you were assured that the phone would be fine in your area and as such, you believe that you were mis-sold the equipment as it is evidently not working as you were told it would.
It's all down to the location of the repeater masts. At my home, Virgin works reasonably. Vodophone is very good. Orange and the others are rubbish. Nothing wrong with the phones or the service, just the dead area we are in. With Orange, it works brilliantly if I stand on the other side of the street....cross the road and it's gone.

Try to appeal to their better nature (if they have one) and ask if they would consider cancelling the contract. You've given it a fair try over the last six months and it's just no good for you.

That's the best that I can suggest.
If anyone has any better ideas on the subject perhaps they'll post them here for you.

Good luck.
Regards, Rooster.

[BOF1951]

Thanks Rooster, I will give it a try.
Regards,
Chris

[buzby]

I'm in a similar situation with Orange, however I went from full signal strength to none after my local base station was moved due to the demolition of the original building it sat on. I complained, and had very attentive service, engineers visits, promises to 'adjust'the local BTS so that its signal might reach me, all to no avail. You'll find your contract also gives them a get-out - they're not even liable should their network signal not be available for ANY reason. Sadly, its not an excuse to get out of their contract.

[Rooster-UK]

It would be interesting to challenge it in a court of law on the grounnds that it is an unfair under the UTCCR regulations.

The Unfair Terms in Consumer Contracts Regs. 1999

Also, see....

The Unfair Contracts Terms Act 1977

Only other thing I can think of is flash your legs at them and say
"pretty please".

Hope that you manage to resolve the problem
Rooster.

[buzby]

What? In the same way you can challenge having a TV set without a licence because you cannot get a signal? I wish!

NO network guarantees a radio frequency-based service (in fact, any service), and it would be unreasonable to do so. If the network disappeared nationally, then I might agree - however this is an issue that effects only the OP and his choice of location. It is well known the networks make money from their base stations and it is in their interest to have as many as possible, however NIMBYs and others have prevented roll-out and proper coverage of their own ends, leaving others like the OP without a proper service at trheir home address.

Trying a UCC in this regard would be laughed out of court, and a waste of time. Far better to switch to a network that DOES provide a service, and there's a possibility they may relent but they are most certainly under no obligation to do so.

[BOF1951]

Thanks Rooster, but I tend to agree with Buzby. The sales rep from T-mobile did tell me that the signal was very strong in my postcode area, and to be fair, it is about 1 mile from where I live. When I am out and about, it works as well as my previous service provider’s network. It just does not work at home or within a mile of it.

No, I think my only course of action is to appeal to their sense of honesty, integrity and fairness. Unfortunately, having read some of the threads on this site, I will probably still have the telephone in six months time!

Regards, and thanks for all the replies.

Chris

[BOF1951]

Hello,

Well, I wrote to T Mobile, politely explained that the signal was rubbish and would they consider allowing me to cancel the contract early?

I received a phone call about 10 days later. Fortunately it was on my mobile and I was at home. The very nice lady on the other end was struggling to hear me and the signal was dropped 3 times! She ended up having to call my home number.

The lady apologised for the poor service, cancelled the bill due to be paid on the 20th March and reduced the line rental by half until the end of the contract in two months.

I was more than pleased and said so.

A result!

Chris

[buzby]

Great news. At last, a company that is prepared to meet you halfway when they can't deliver as premised!

[davethorp]

That is a pretty good result from them.

The problem with T-mobile is that their coverage can be shaky in places. I've just switched to them and I'm not having any problems thankfully.

As a point of note t-mobile are the only network that offer no kind of 14 day return/exchange in the high street. However they do offer their street check service with lets you check the coverage in your 3 favourite locations for both 2G and 3G coverage which should give you an idea what to expect if you go ahead and buy with them. This is offered in both shops and online and may be helpful should you or anyone else consider them in the future

[buzby]

To access Streetcheck online, the page is;

T-Mobile Coverage Street Check - Mobile Phone Coverage - T-Mobile

HOWEVER, it isn't accurate - as my location shows there is 'Good' coverage, yet the service is unobtainable.

[buzby]

Originally Posted by davethorp

That is a pretty good result from them.

The problem with T-mobile is that their coverage can be shaky in places. I've just switched to them and I'm not having any problems thankfully.

As a point of note t-mobile are the only network that offer no kind of 14 day return/exchange in the high street.

Actully, they do! This is from the StreetCheck home page;

"Then, if you decide to buy from us, you'll get a personalised summary. And, if our coverage doesn't meet your needs, we'll give you 14 days to return your phone."

[davethorp]

Ah forgot bout that. But that only applies if the street check was done and if the coverage doesn't match what street check said it would be

[buzby]

Well, as living proof that SC says I'm in a well-served area when the coverage is patchty to non-existent, I still think they cannot treat their data as an absolute arbiter on what is only a prediction (after all)...

[davethorp]

Think it says my GF's old house is in good area but she struggles for coverage when visiting her parents there.

Coverage is fine where I am anyway so I'm happy enough with them