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T-Mobile - Lack of Signal / Contract Issues and outoing call bar


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Hi all, new(ish) to the forum so apologies if there are stickies I've not had time to read.

 

This is quite a long one but basically EE (obviously including T-Mobile and Orange) in my area (Ilfracombe, North Devon) have had ongoing problems with rubbishy signal since mid June. That's issue #1. Issue #2 is that a few months back my account was erroneously changed from my rolling SIM-only contract to PAYG (apparently they had a call from "me" then they admitted it was someone else and the details had been entered onto the wrong account) wishing to change from contract to PAYG. Also the account name had been changed. I believe this to be a serious data protection breach. I found this out when I received a text saying I'd run out of credit. After some faffing about on the phone they admitted the error and gave me £5 credit whilst they tried to sort it out. After switching me back (1 week later) they recommended a put a password on my account (I did).

 

All sorted you'd think.... nope. A few weeks later I had my bill through. It was for £249.49! After working out the charges on the itemised bill I could see I had been charged for all the calls etc made during the period I was wrongly on PAYG. Ouch.

 

After a number of broken promises regarding callbacks, they finally 'froze' the disputed amount (minus what I actually DID owe) then said someone would contact me again regarding actually getting the amount officially wiped off. I called them not long after to moan (yet again) about the pathetic signal I'd been getting, only to be told that the amount HAD in fact been wiped off just that I hadn't been informed. After demanding to speak to a team leader because - in all honesty - I was ****ed off that nobody had told me, they offered to remove my line rental cost for the next 6 months (plus around £17 I actually did owe at the time) because of THAT matter (not the signal matter - which, by the way, has been affecting many others locally). I even had to find out about my own grandmother's death via Facebook because family members who live in London could not get hold of me!

 

After a few more calls (each with them giving different reasons for the dodgy signal, some even denying it completely) they told me there were issues with 2 masts locally and that someone would call me with updates.... guess what? This didn't happen. I then called them again and was told there'd be no updates on the engineer's visit to the mast until mid November and because I could get signal outside of my hometown they were still providing me with a service. Disgustingly I told them I rarely leave my town due to health issues, I was (not in quite so few words) told that it was "tough". The call centre operative again spoke to a team leader and was told that because a) I receive service outside my locality and b) I was already receiving a discount, there was nothing they could do.

 

This signal issue is not a case of slightly bad signal, my phone regularly cuts out and tells me I'm not on a registered network etc. The service has become so unusable that I decided to withhold payment for 2 months which is approximately £17. I tried to make a phone call yesterday only to find out my outgoing calls have been barred due to non-payment.

Basically I'd like some advice as to what to do next, because I feel there is no justification for them charging me for a service I'm not receiving. I've researched sending a "letter of deadlock" which I will promptly do if it's the next appropriate step in my case. I know forum users often say NOT to withhold payment and claim it back at a later date but I'm having to top-up a PAYG phone on another network so I've a phone for emergencies, so cannot afford to pay what is in essence a bill for scotch mist!

 

Hopefully that makes sense, and thanks in advance. :)

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Just to add some weight to my point about it not being an isolated incident, here is a news article from the local paper: www .northdevonjournal.co.uk/EE-Ilfracombe-residents-left-mobile-signal-month/story-22863146-detail/story.html

Please note this has gone on intermittently since June and is still not resolved. Sorry I'm unable to post links so had to break it up.

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If you are on a monthly rolling contract, why don't you just give 30 days notice and move to another network ?

 

you are risking them trashing your credit by withholding payments

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Basically because, aside from Giffgaff, it's the best deal out there. And at the moment (you can confirm this via googling local news) the other major networks are also experiencing rather lengthy outages as of late. The joys of living in rural towns of no major importance, eh!

 

I understand about the credit rating thing, and that withholding payment probably wasn't the wisest decision, but needs must - and I'm confident that "you can get reception outside of your hometown" isn't a "reasonable attempt to provide service" as per my contract Ts & Cs.

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