T-Mobile Reviews

When leaving T-mobile I was told I didn't need to give notice to leave.  They then charged me a Early termination fee.  This was before I had even left T-mobile!  I only spoke to some one trying to retain me and told them I wanted to leave!

I'm now with Tesco who have much cheaper packages and only English call centres.

T-mobile is now known as EE so avoid them and get a better deal with tesco, talk talk or 3.

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T-mobile is fraud, avoid
I have bought t-mobile on 24 months contract with iphone 5. No signal at all. I have paid them £36 pound every months but I cant use my phone. I called them 10-15 times but no hepl at all. I decidid to cancel my contract. It took me 3 days to cancel and pay £641 pound also £15 pound for unlock. After 1 week I have received text to say " we cant unlock your phone , because its not 3 months old contract" so I was shock. I paid everything to get rid of fromT-mobile and they wont let me go. Its was nightmare and dont want anyone to have same noghtmare. So please AVOID T-MOBILE if you want to keep your life healthy. Customer service is disaster, no help, 20-30 minutes waiting time.Most of areas no signal at all. Spread the word. Stop people buying t-mobile, if they did ask them to cancel. As a big company tmobile steals our money and as a PEOPLE we can protest tmobile and not to buy any product of tmobile.

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Me and my friend decide to take T- Mobile £36 monthly contract with Iphone 5. This when nightmare begin. We have both paid £109 pound for handset and wait for iphone. Its took around 4 weeks to get phones. Anyway after that first few days there is a no signal at all. We have wait another week and decide to call T mobile. Oh God, each time we call them its took 20-25 mins waiting time. When we reach the customer services we have explained that, no or only one bar signal in our working and living area. First they told me there is a big maintanence work going on , so wait few days and everything will be fine. In same time they told my friend, everything looks fine, you should get perfect signal. So very diffrent information and both of them is LIE. After maybe 6-7 phone call to the tmobile, we both heard same storey.
5 week later we both decide to leave to tmobile. After 1 hour and 30minutes later with tmobile customer service finally they decide to terminate our contract. Offcourse we have to pay each £640 pounds. Finally we ask them to unlock our iphones, with £15 pound each phone cost they say they will unlock in 30 days. We have wait 1 week and we both received text message that saying, we cant unlock your phones because your contract is not 3 months old. We both said eachother, there is a mistake, our contract will be end end 20th December 2012. So its idiotic to say your contract is not 3 months old. Again we called them and explain them what happend and why we have terminating our contract and asking them AGAIN to unlock our phone. The answer is simpel NO. The reason is simple, because our contract is not 3 months old.
So now we are paying £36 month our monthly unlimited data, text and 2000 minutes which is we cant use. And we will pay next week £641 pounds both of us.
Be aware T Mobile is FRAUD. Dont buy it. If you do you will regret it. Once you ask unlock your phone to Vodafone and O2 unlock in 5 minutes and its free.
T Mobile is a true scam. No signal most of areas. Such as Harlow, Southgate, Enfield, Chelmsford etc.
I was with Vodafone and I never had any problem with them. I cant wait to go back Vodafone.

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After being with this company for 2 years and change from contract to pay as you go, they have denied the unblock code for my phone since the "new contract" has been for less than 3 months. This request was agreed before the contract was changed. I phoned t-mobile "un"help service and they couldn't do anything and I had to pay an 0800 rate for the phone call.

Summarising they have DECEIT in several occasions, they have been USELESS to solve they own mistakes and they have charge me for it(which it could be considered as robbing).

T-Mobile "good job" you have turned a satisfied customer to an angry and totally unsatisfied one.

T Mobile have been fairly good over the last 3 years I've been with them.  Much of their business model is based on very lean customer services; they hope you'll use their web-site rather than phone-in.  They do lack a personal feel. If you need to phone their call center you'll be on hold for a long time (average 10mins+) indicating how few customer service agents they actually have.  The parent company has a near-monoply in German and as a result it has yet to fully mature it's customer service/retention culture.  Once through to an agent, in my experience, they have always been polite and attempted to be helpful, probably indicating good-to-acceptable levels of staff training.

I recently brought an iphone 5 from them.  Very good phone however T Mobile's Ops process for transfering (upgrading) phone numbers was sadly a failer leaving me without a working phone for several days; I'll pass T Mobile the small bill for having to use a hotel phone line instead and it will be an interesting test of their customer services if they are willing and able to credit me (<£15!)

The joining with the Orange network has created a very broad coverage of the UK and under the banner of Everything Everywhere (EE) their gaining access to the 4G band ahead of their rivals certainly gives them an edge for now.  It probably makes them the go-to choice for the iphone 5 at the moment.  However, the true test of popularity can only be judged in 24 months time when all these 4G-titillated customers' fixed contracts end.  We shall see if based on their customer-service experience over the next 2 years whether they choose to remain with T Mobile; in 2014 T Mobile may well not have an advantage like the 2012 4G scoop - watch this space!        

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I have just had a horrible evening arguing with the nastiest Customer Service representatives I have ever encountered. Having been a T-Mobile monthly payer for many, many years, and having signed a T-Mobile contract for an upgrade, I was called this evening at supper time (7.05 pm) by "Karen from Upgrades" who proceeded to tell me what my airtime was.

When I disputed this and read out my agreement from the T-Mobile contract - and offered to give them the Carphone Warehouse manager who had seen this contract and pronounced that it was valid - I was treated with such contempt I asked to speak to a manager.

Two hours later, I was called by Michelle - who was equally rude and refused to accept a scanned attachment of my contract as proof of my assertions.

I have a black and white contract with the letterhead/ logo T-Mobile. This legal document does not appear to matter a jot to these people who continued to barrack and bully.

I was reminded of a gangster movie, such was the unbelievably rude and thuggish behaviour by T-Mobile employees.

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Poor Quality in Products &Customer Service seems to be an ongoing issue with Tmobile. I have been going through the same problems refurbished phone after another with my MyTouch 4g slide Ive came to the solution that their phones are garbage no matter which phone it is!!!  I have discussed some issues with friends and Tmobile are becoming 1 of the worst, their customer service agents especially online chats dosnt seem to know what they are doing they copy &paste things out of their online "resources" as one called it, that have nothing to do with the solution to your issues. I received my new phone which worked great for a few months then phone started powering on &off on it's own. May I add as well charging the phone even became an issue. The phone would remain on the charger forever to be taken off &be completely dead or few low percentage or even the opposite to be taken off and show fully charged to die within 20 minutes. I mean it would shut itself off &on in the middle of conversations, texts, playing games it didn't matter. Called in they asked a million questions what was downloaded, what apps consisted on the phone etc finally they agreed to send another phone. To insure there was nothing I had to done to make the phone act in that manner I did nothing new no downloads, ringtones, games, change in wallpaper nothing &within a few weeks it started doing the same. Now Im being told it's the battery &the battery is not considered the handset and they only cover the handset. I knew it wasnt the battery but went out and purchased not 1 but 2 new batteries. Did not resolve the issue phone still did not cut on. By now I was furious so when called back &requesting another phone I also asked was the phone replaced with a new phone, was told no they dont ship any new phones out unless first phone ok the phone was less than 6 months &this is the second replacement being sent there is something definitely wrong with your merchandise. The $20 fee yep charged as well then was told about adding something more on my insurance did that then was charged $5 anyhow was shipped another phone .... as you can imagine another issue this, phone audio does not operate when headset plugged in. Now Im very upset when I call &ask is their a lemon policy Ive had near 4 phones(to be honest I have lost track) within a year's time with the same issues except with the audio. Ok so they tell me yes their is a lemon policy but they only give you the phone that is currently being given away as free with inline deals wth that dosnt make sense what happened to equal value of phone. Well nevertheless the same has happened again the phone has decided to cut off again &has not came back on in just about 3 days now. When I first called the instisted I had to make a claim...make a claim &pay $150 for something that evidently is an ongoing issue with TMOBILE phones. When I continued to discuss this being an repeated issue he tells me he sees the account has been a long time 4 year holder and says the will send out another phone once my account is bought up to date with a $34.98 payment. SMH So you are going to ship me another defective phone ONCE AGAIN really Tmobile.  ......To top it off I had visual voicemail since the beginning of time so the password had become a figment of my imagination well that's not possible now so call customer care to get password reset well another disappointment Cant reset phone without the phone urgghh the phone is not coming on because you guys have crappy phones. I cant believe this company. Myself and a few others are now searching to move to another company as soon as possible!!! I too have been posting my unfortunate experience just about everywhere discussion are concerning Tmobile and it seems this is a constant issue with the quality of their phones as well as their customer service agents.

Would have left zero or one star but the website wouldn't allow this.....Was sold samsung galaxy s3 as an upgrade and roped into a 24 month full monty contract, guaranteed delivery 2 days time. Wasn't told however that phone would not be LTE 4G ready, although they keep sending me texts about the 4G and I know it will be rolled out in my city within the next few weeks (so TMobile told me). Kept the kids in for two days waiting on the phone to arrive. Tried to speak to someone on 150 and got 3 different advisors promising a managers callback within 2 hours and one of the advisors went so far as to tell me the phone hadn't left the depot. These calls happened over the course of 2 days. At 6pm, end of second day, I get a call from a manager in Glasgow saying he had sympathy for me as too was waiting on his iphone. He couldn't give me a tracking number and he didn't know where it was and couldn't do anything for me as it was down to their stretched resources during apple iphone preordering.Neither could I cancel the contract or request the Pac code until TMobile received the phone, that I hadn't received yet. Get it? Appalling service?.......Wait, it get's worse.

SGS3 finally arrives with another TMobile Account holder's name, address, postcode and IMEI, all of which in the wrong hands could facilitate identity fraud. I called TMobile and again was promised a managers callback within 10 mins. I asked for Manager by name and they gave it to me phonetically as Cons. At first I thought it was a wind up and I apologise profusely if this is actually the gent's name, however apt it is. He said as a victim of identity theft, id theft is terrible but that there was absolutely no proof that my details had been sent to anyone and if I just wrapped the phone up with everything and sent it all back we needn't say anymore about it. I explained that DPA breaches weren't that simple and that since I wanted to cancel the contract I had to make sure that when you received the phone you did in fact register it to me and not the other customer. At that point he politely told me to register my complaint re the DPA by email. I did that twice and initially got a standard cancellation of contract reply then a second thanking me for using their email service but that they were currently doing work to improve their email service. I have tweeted to their support site @ TMobileUKhelpers and they told me to email.

Been with TMobile for a long time. No more. Total rip off and substandard customer service. Totally let down by them. Now putting the complaint in writing and posting it off. Why do these companies think it's alright to make these breaches? That's a hell of a risk to make in trusting your own personal information to TMobile if it's a total lottery when it comes to who looks at it. Information Commission Officer has confirmed that this is a breach of DPA and have said to do the complaint formally as TMobile have shown no interest in attempting to rectify the mistake.

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Was sold samsung galaxy s3 as an upgrade and roped into a 24 month full monty contract, guaranteed delivery 2 days time. Wasn't told however that phone would not be LTE 4G ready, although they keep sending me texts about the 4G and I know it will be rolled out in my city within the next few weeks (so TMobile told me). Kept the kids in for two days waiting on the phone to arrive. Tried to speak to someone on 150 and got 3 different advisors promising a managers callback within 2 hours and one of the advisors went so far as to tell me the phone hadn't left the depot. These calls happened over the course of 2 days. At 6pm, end of second day, I get a call from a manager in Glasgow saying he had sympathy for me as too was waiting on his iphone. He couldn't give me a tracking number and he didn't know where it was and couldn't do anything for me as it was down to their stretched resources during apple iphone preordering.Neither could I cancel the contract or request the Pac code until TMobile received the phone, that I hadn't received yet. Get it? Appalling service?.......Wait, it get's worse.

SGS3 finally arrives with another TMobile Account holder's name, address, postcode and IMEI, all of which in the wrong hands could facilitate identity fraud. I called TMobile and again was promised a managers callback within 10 mins. I asked for Manager by name and they gave it to me phonetically as Cons. At first I thought it was a wind up and I apologise profusely if this is actually the gent's name, however apt it is. He said as a victim of identity theft, id theft is terrible but that there was absolutely no proof that my details had been sent to anyone and if I just wrapped the phone up with everything and sent it all back we needn't say anymore about it. I explained that DPA breaches weren't that simple and that since I wanted to cancel the contract I had to make sure that when you received the phone you did in fact register it to me and not the other customer. At that point he politely told me to register my complaint re the DPA by email. I did that twice and initially got a standard cancellation of contract reply then a second thanking me for using their email service but that they were currently doing work to improve their email service. I have tweeted to their support site @ TMobileUKhelpers and they told me to email.

Been with TMobile for a long time. No more. Total rip off and substandard customer service. Totally let down by them. Now putting the complaint in writing and posting it off. Why do these companies think it's alright to make these breaches? That's a hell of a risk to make in trusting your own personal information to TMobile if it's a total lottery when it comes to who looks at it. Information Commission Officer has confirmed that this is a breach of DPA and have said to do the complaint formally as TMobile have shown no interest in attempting to rectify the mistake.

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hi this is my first post so please be patient . I dont know where to turn now so hopefully someone can help.

I was eligible to upgrade and my contract due to end on 7th Oct so i called to upgrade and an advisor in the phillipines signed me up for a 24 month contract on samsung galaxy s3 on the 3G. I only realised when reading forums that the 4g is due to be rolled out soon along with the Samsung galaxy s3 lte . apparently orange tell their customers due to upgrade to hold off another month as its due out soon. I wasnt made aware of this at any point. So having waited for the expected delivery date to no avail, i was first advised that the phone hadnt left the depot and tmobile didnt know why. When it fsilef yo arrive again the next day, i called to cancel the contract. I was told that although they didnt actually know where the phone was, couldnt provide a tracking number either, i would need to wait till the phone arrived, return it and only then would i be able to give them notice to cancel contract. I was promised 3 call backs from managers over the space of 2 days and finally on the third request i got one, who whilst he was completely sympathetic as he too hadnt received his phone, there wasnt anything he could do.

I finally received the phone yesterday, along with another tmobile customers, name, address, postcode and IMEI number. I am pretty sure that this is a breach of data protection act as this informatio. Along with confirmation that this person has an account with tmobile is potentially enough to enable identity theft, in yhe wrong hands. On top of that I now wonder if someone has got my details. How many others has this happened too.

I called to complain today and was advised to use the email us section in the website to complain about it and got a standard reply on how to end my contract. I emailed again telling them they had breached the DPA 1998 and got a reply saying their email service wasnt functioning correctly and to log my concern again, on the phone.  Help please, i am going round in circles

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Impossible to actually get a contract from.

Left my name and contact details to be contacted when the iphone 4 came back into stock in salisbury (trip 1 into shop). A week later I went in to check whether they had simply forgotten to phone me (trip 2 into shop). They had sold out again - then was never contacted.

Tried to get a contract then in store in Andover - wasn't allowed to have a contract in my own name, because I didn't have any credit history (trip 3 into shop).

Tried to get a contract then in store in Andover with my parent present in their name - waited for an hour for a credit check to process, it never did (trip 4 into shop).

Tried to order, again in my parent's name, online - she was told that her credit score was too low; however she was credit checked by another company a week ago and was approved. She has a mortgage, credit cards, direct debits etc and has never missed a payment.

Do they actually want to sell contracts?

Wouldn't bother even trying again.

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br />NEVER get a contract with t-mobile
I got an iPhone4 from t-mobile on contract and the network is really really bad and I ha to change my number due to prank calls when I contacted them they told me my iPhone was faulty and told me to contact apple so I did apple told me the phone was fine I also checked the network coverage on line and it says it's 80% which it should work fine when I'm on a call the phone will cut off and using the Internet is useless with changing my number which iv had for over 10 years t-mobile said they could put it on pay as you go so they gave me a new number on my contract and told me to ring back after a week to apply for my old number on pay as you go when I called them for it they said I could never get it back.
And they told me the that the bad network was down to me if I read my terms and con in my contract so now I'm paying £35 a month for a phone I can't use coz the bad network and iv lost my number which iv had for over 10years great I will never use t-mobile ever again or iPhone over this matter so apple has lost a coustumer to.
Also t-mobile have the iphone5 out great so if you have no Internet data left you can't go on apple app store at peek times why use an iPhone then if you ring them they will tell you to use wifi so if you don't have wifi my be you should just live in KFC well that would be good lol.
T-Mobile has decided to raise prices for its contracts by 3.7% – this applies even if you’re on a fixed contract. There are a couple of contracts that are exempt: the Full Monty and You Fix tariffs are relatively new, so prices on these will stay the same. But millions of other T-Mobile customers will see their next bill rise.

T-Mobile says the price rise, just under £1 per month for a £25 contract, !is down to ‘the rising costs of the business, linked to!inflation![and] our desire to continually invest in our network and propositions to provide the best service for our customers.’

But if Orange’s price rise is anything to go by (T-Mobile and Orange are both part of Everything!Everywhere) talk like this is unlikely to calm the storm of customers calling to cancel their contracts. The problem is, if you’re in a contract, you can’t cancel…

Is this a breach of contract?
Well, the last time this happened we spoke to Ofcom to see if there was any way customers could complain or reject the price rises. Unfortunately, Ofcom concluded that ‘[Orange's] price rise is not likely to be a breach of current legislation’.

How can that be? Surely if you’ve paid for a product (in this case, a phone contract at agreed fixed rates) the company shouldn’t be able to charge you more for it later on. Unfortunately this isn’t the case – mobile contract T&Cs often state that they may raise prices within the RPI, and there’s not much you can do about it.

What can T-Mobile customers do? Not much, unfortunately. When Orange’s price rises hit, some customers complained and got small payments as a gesture of goodwill, or were allowed to switch to a slightly cheaper contract.

However, this is not guaranteed, and T-Mobile is not obliged to offer people anything. T-Mobile customers will, understandably, be angry about this. The rule on below-inflation price rises is not well-known or publicised. I think this is one of the biggest problems here.
So that means if your a t-mobile customers be careful every month they may put your bill up by how much they like so my advice is to stay away from t-mobile 02 pay as yo go is really good.

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Poor in every way. Ordered phone yesterday, service area checker did not work at all when I tried twice, left running for hours, useless.

4 emails after order, first thanks etc. but third and fourth were saying, sorry, no stock, cannot supply, please call customer services. BUT though both from customer services they gave DIFFERENT hours when the line would be manned. So their automatic email generators are fed with incorrect data.

I dutifully phone up their freephone number, have to give my name and order number, they assure me no money taken from credit card....but why should I have passed my card number, start and expiry date, and validation number to a crew who supply nothing? Security breach at  the very least. AND their website is STILL advertising that phone as being available today! So again their web site is days obsolete or the customer services lie.

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I wouldn't even give it 1 Star if the system would let me!!

THEY ARE APPALLING!!

As we speak I am on hold to one of many incompetent advisors (baring in mind this conversation has been over an hour long and most of it sat waiting for someone to pull their finger out and help me!) I have recently left 3 to get a new HTC One X with T-mobile there were a lot of external issues regarding Carphone Warehouse who supplied the contract through T-mobile but that is a separate issue.

I got my first bill through which was set up a day before my payday I didn't do anything about this as I assumed waiting 24 hours would make no difference, I was wrong, they cut my service and when i rung on the 31st August to make the payment I was passed through 4 x to separate people, told by the automated service to ring 360 which got me through to the pay as you go office not pay monthly and kept on hold for i reckon totted up a total of 30 mins if not longer,

The issue was never resolved until I found on my phone this nifty way of paying without speaking to anyone of their robotic staff who are all as useless as each other.

Then I got cut off again after paying my £26 monthly phone bill apparently i had gone outside my minutes and owed them £15 paid this via the automated system and continued on, rung through a few days later to add mins onto my plan as the plan wasn't working for me and change the direct debit date to the end of the month.

Literally a DAY later and my contract was cut because I had apparently gone over my allowance, and tonight I have spent over an hour speaking to 2 different people with no outcome. The girl I spoke to who was bumbly and had no clue what she was on about tried to convince me I have been charged £100 yes £100!!! because I have changed my debit date and then informed me I have overpaid my bill by £14 which they will refund me but it takes 14 days to do (typical huh?) I refused to believe they can expect someone to pay £100 for changing a debit date and adding on some mins which would make my monthly bill £31 rather than £26 and after a heated discussion demanded to speak to a manager, she relented and said as soon as I hung up the phone they would call me back - waited 10 mins and nothing..

.. so I rung back even more enraged because of the lack of respect for my issue and got through to a guy who said there were no notes about my complaint and he had no idea who I spoke too and all managers were busy, so explained I will not be hanging up until I speak to a manager and he can place me on hold while I type this review of how terrible they are and typical, 15 mins of waiting on mute and then a automated voice thingy comes up saying all the call centres are now closed try again tomorrow and hangs up on me.

Leaving me exactly where I was an hour ago with no connection, no decent answers and them with £14 of my money still in there pocket and demanding an additional £11 of my money to reinstate my contract so I can make calls, I was so infuriated I was close to tears because I trusted this company to make my life easier.

DO NOT USE AND AVOID!

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Terrible customer service - in particular in-store at the Scarborough branch - would advise not using them under any circumstances.  many T-mobile purchase policies have suspect or restrictive return policies that which as a customer you may find annoying.  They will try and convince you that they are helping you during any complaint but the reality is they are just trying to make themselves look good not actually resolving any problems- like giving you free txts that last two or three days - seems like a sweetner but if they refuse to solve your original problem what good are they!

well been with tmobile for years ok unless you
need anything from them then you will find they will not help in any way ,
My contract had ended last november after two years . was looking to renew over the christmas holidays . telephoned them to inform them to end my payments and they then wanted to know why , when i informed them the contract i wanted was cheaper with orange they offered me an upgrade of a phone  after one year  even though the contract is for two years , this sounded appealing so decided to stay with them , 6 months later I had lost my phine so called them and informed of this , When I ASKED ABOUT HAVING THE UPGRADE I WAS TOLD THAT THIS WAS NOT AVAILABLE as the customer service representative did not put this information on my account record when setting up .
therefore was told a pack of lies just to get me to take a contract out with them .
Also they will not reduce your contracted package if you are experiencing financial difficulties they will however upgrade the package .At least with orange they will reduce your contract package after 6mths into their contracts ,
So beware of the lies they will ofer you to take a contract out as you will not be given what they offer .

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I've been with t-mobile for about 7 month and its like hell!Whenever I need to use my phone urgently the support just cuts out for half an hour or longer. The internet is incredible slow and the customer service the worse I have ever seen!The hotline number makes it almost impossible to talk to an respresentative!An other day I tried to refill my account by calling the customer service and it took me incredible TWO HOURS to do so!This people don't know what they are doing and kept sending me back and forth. The support, like I already said is horrible and just cuts out any time possible. Messages sometimes are delivered hours later, or I just recieve a text saying "this message cannot be displayed".Choose anything, but T-mobile!

Customer service is terrible and they don't seem to care! Go elsewhere as t-mobile are ok when things going well, but any problems and you are treated appallingly. When I was in the store, nearly everyone in their was complaining!

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I want to warn people about the extortionate overseas charges levied by mobile phone operator T Mobile. We recently returned to the UK from a trip in Turkey to find that we had been charged just under £500 for calls made from Turkey on the Turcell Network.

Many of these calls included a connection charge of £1.50 for 0.00 minutes used which racked up the bill tremendously. If you have T-Mobile set up for roaming internationally you would be well advised to cancel the international roaming and just use it as a UK phone.

http://mobilesting.wordpress.com/

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T-mobile customer services is very poor,Full of misleading Information. i had T-mobile contract while ago and i had billing dispute with t-mobile. i was told to contact customer relations Department regarding my complaint i spoke to customer relations manager he promised me that he will look into the matter and get back to me when i had letter from  customer relation manager i was very surprised he was completely unable to resolved the issue.After going backward and forward with customer Relations department i have paid the bill. Couple of months later i found a default of my credit report. i have contacted customer relations department again!! this time the customer relation manager was changed i have taken up default issue with new customer relation manager when i had her reply i was shocked her statement was completly opposite to the previous customer relation manager i have decided to take up this issue further i ended up writing a letter to T-mobile Managing Director Richard Moat. i wrote in the letter that i have two sets of information from two different customer relations managers i dont know who to believe! i was promised that matter will be investigated when i had a letter from T-Mobile Managing Director i was stunned when T-Mobile MD has compeletly denied both sets of informations that i was given by two different customer relations managers and also labelled wrong dates on the letter i was very impress with t_mobile managing director's lack of professionalism which show how Mr moat was running such a big company Like t-MObile.. dispute is still unresolved untill today. ( For Ref i stil have all the corespondence from T-mobile company).

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I called for my PAC yesterday as my 2 contracts are now in the last month.
My account is in collections as my daughter ran up a huge bill 2 months ago and I was told that they cannot give me the PAC as my account is in collections.  Then they were saying I should stay with them as they could offer me a great deal.  I asked if I could speak to someone to see what great deals they could offer so I could make the decision but was told I could not do this as account is in collections.  I told them I wasn't cancelling my contact yet and only wanted the PAC's but this was not an option.  Can they do this if account is in collections?  They honesly want me to continue with them but wouldn't even allow me to see what I could possibly get!!!  Absolutely shit Customer Service which is the whole reason I am going to leave them in the first place!!!

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Having read alot of the other reviews I can see i'm not alone in thinking and knowing how bad T mobile is.
2hrs of phone calls to about 4 different countrys and being cut off each time and not one person told me same story or had accurate account of my details or problem.  They have no record of me cancelling my account or any of my follow up calls. Rudest ever staff and never a manager or supervisor to speak to. thank god I no longer live in uk or I'd be on the head office door step 24/7 until they got things sorted. NEVER EVER EVER EVER Deal with these guys. NEVER EVER

T-Mobile have stolen 8 months (+1mth cancellation) worth of mobile contract from me!!!

Ended my contract with T-Mobile in July 2011 and requested a PAC number.
Never used the PAC number due to the nature of using a company phone.
Invoices via e-mail stopped and no letters.
Cancelled my Direct Debit and forgot about it.

Last month noticed that T-mobile withdrew £35 for my account and had been since July.
Checked my bank account and deleted the Direct Debit again then phoned t-mobile to get to the bottom of this.

They've said that since I didn't use the PAC number that they left my account open and that I was informed during the phone call. I was not.
I requested a copy of their customer service memos concerning my mobile account.
They charge £10 for this information and I need to apply in writing to:
T MOBILE UK LTD
Information disclosure manager
Hatfield Business Park
Building 2 1st floor
Hatfield
Hertfordshire
AL10 9BW

Requested that my account to be closed and to send me a letter confirming this.

Received an invoice a week later but no mention of my account being closed.

Phoned again, but you now can not get to their complaints dept via phone!
Had to go to the sales section to actually talk to someone. They stated they don't have a telephone number for complain nore any phone number to connect to the complaints dept. Joy...
Told my tale of woe, repeated the number on the complaints page to call several time and then asked to hold. About 10min later she mumbled something and hung up!!!
Phoned again. Sales dept again. Got a different operator and repeated my tale of woe. Operator2 phoned me back and then reviewed my account. Didn't say anything about PAC request before transferring me the terminations dept.
Again I request that my account to be closed.
Operator3 told me the account was closed the previous week and I will receive a letter in two weeks. Also told me that there was no chance of me getting back the money. Nice.

What to do now?
Should I request the support information?

Im grateful for the blog.Really thank you! Want more.

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Firstly can i start with some of the comments Rock has made.Yes you are right but can you please tell me did you ever pressure anyone into buying a phone ??? and did you explain the no return policy ???? did you tell them to go read the contract before signing ????. I have just been missold a contract. I went in as my phone was broken. and wanted to change the sim card so i could use an i phone that my daughter had.The manager said that i couldn't do that with out a new contract.so i didn't take it further.
He suggested a extra contract.A blackberry at 15 quid a mnth with 200 mins and unltd text/blackberry mail.I asked if i could use my old sim with the blackberry phone and use the unlimited blackberry mail. He replied yes.So i thinks sorted.Gets home and sets it up. Hey presto i can't.Went i shop and told on return policy.

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br />To the people who say we don't know what it is to be a consumer or don't read terms and conditions I assume you are employed by t mobile. I have been with tmobile for over 10 years and have never had a problem til recently I took out I phone 24mths Contract in may 12 I was offered the insurance which I accepted to notice after a couple of months no extra payments had been taken, I ring up tmobile to see if payment had been included in my bill, the answer was plain and simple no, because I had passed 30 days I couldn't be insured I had to ring another company after being passed from pillar to post and got no where even though calls are recorded and I said yes I wasn't insured! unfortunate for me I lost it in august  so I rang them up to stop my phone and spoke to the only helpful lady on the whole customer service team who managed after several calls to send me a HTC out which I am grateful for her doing so I was more interested in getting my sim card as that phone is total bollocks! After a few months I realised I'm still on expensive I phone contract so asked to be downgraded as I don't have I phone answer NO Again can only do that 1 month before end of contract!! Even though I'm told I'm a valuable customer I doubt that through there customer service oh and this is after I waited weeks for delivery of phone as was taken to wrong address at first and t mobile told me I had to track it through royal mail myself! I say now t mobile are a total and utter joke they're laughing all the way to the bank at my expense I simply cannot wait til April 13 to give my months notice and leave I would rather do without a phone than stay with them! I would leave now but gonna cost me over £400 to buy out of my contract!! Thanks for your help t mobile and by from me can't come soon enough

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I am beyond disgusted with this company and how it is still LEGALLY allowed to offer mobile contracts. As I was too young I had a 2 year contract in my mother’s name. I was overcharged for several months and was told this is because “the first few months are always more until the contract is sorted”. My uninsured blackberry was stolen so an old fone which couldn’t receive texts without crashing was used for the remaining 9 months. I rang up several times when my contract ended and asked when I could renew and was told the 6/12/11. On that date I rang to cancel my contract and was not told that you were charged for 2 months after cancelling. After talking to an abrupt and argumentative customer advisor about why I was cancelling I asked for a PAC code, incase I needed to use it for my new contract I pretty much ended up hanging up because of the attitude I was receiving.
That was that as far I was concerned and my mam cancelled the direct debit. A month later we moved into rented accommodation. Around February we received a redirected letter to our flat saying we owed £40 bill. After several visits to the t-mobile store I was told this was the 2 month cancellation bill and to ring up customer service. My mam did and asked to see what we were paying for. They never got back in touch until about 2 weeks ago with an £80 bill, saying the matter was being dealt with the debt collectors and enclosed a letter from the debt collectors. This letter stated the account had been open the entire time due this PAC code. The sim card has never been in the fone since I was aware I had cancelled the contract.
As we were trying to get a mortgage, I immediately paid off the £80. The debt collectors had not taken off their admin charges that I was informed I didn’t have to pay for paying off in full. The agency stupidly did not take off the charges and sent the £6 bill to t-mobile. This then came up on a credit check and we’ve been refused the mortgage! Since 19/04/2012 I have rang t-mobile and the agency several times. T-mobile said it shouldn’t have came up on the check!!! Considering it was their fault they should know what they’re doing! I have asked the agency to send an email to show our solicitor that we have no debt and they couldn’t even spell the name even though I said it letter by letter around 8 or 9 times to 5 people who spelt Brian, brain so we are yet to receive this email!!!
We still have no mortgage and the matter unresolved! If anyone can help us clear my mams credit history please help us :’(

So upset got a blackberry curve from t mobile 3 weeks ago and really don't like my new phone I'm finding it to hard to type on the keyboard now im stuck with this phone till 2014 don't know what to do .....

i dont want to say any thng but t mobile is cheating people like me hiden charges
bad customer services
bad signels
long contract

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Without a doubt, one of the worst decisions of my life. Added £250 to my bill as an outstanding charge for no apparent reason, did not remove it although they could not explain to me what it was and could not get through to customer service to sort it out. Do not join T-mobile, even if their deal is the best, you will regret it.

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When i rang to give my 30 days notice to cancel, i was asked if i wanted to take my number with me so i said ok.. 3 months later the debt collectors were writing to me demanding 2 months payment because requesting a number transfer does not authorise a cancelation. I didn't request a number transfer, i gave 30 days notice to cancel!.. It took 4 stressfull months to sort out .

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Called several times, each time a different answer, and sometimes they also hang up on me, just like that, I wasn't being aggressive or something, no, i just wanted the RIGHT info, but like 5 calls, and 5 different informations, what a shame!
I have never seen such a bad customer service, and I can tell you because I have been living in different countries.

Also they used to cut my line, just because of extra calls that were over like £75, and I only received the text explaining the situation the day after...
 
AVOID TMO they are a real shame

I cannot believe how tmobile can ripoff customers. I have 1200 free minutes. I have never used them in full. I got 120 pounds bill this month and was shocked. Tmobile has been charging me for all calls to lyca, lebara.

They have never told me about this in the past. The customer service lady told me they are 'virtual mobile networks' and hence they are not part of free minutes. Who on earth would know this stuff? I am sure there are atleast millions of customers like me in the UK who are being silently been squeezed.

It has been my mistake not to check the bills. But, I was just blindly assuming why would tmobile charge me extra. When I bought the minutes, they told free 1200 mins to other networks. This is a case of clear case of misselling their services.

If you have an option, please dont choose Tmobile. This is a horrible company. No ethics.

Pls suggest how to get my money from them.

Thanks

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No one needs a cell phone so bad that it would be worth getting stuck in a deal with T-Mobile.
They will lie to you, and make all kinds of deals that they will not keep. And when you keep good records like we do where you can prove your case, they will call you names and refuse to talk anymore. If you do have a problem you will need to go hoop after hoop, Even if you are in the right. DO NOT BELEAVE WHAT EVER THEY SAY GET THEM TO SEND IT IN WRITETING so you can send it off to all the collector they will send it to. If they say no that is your first clue. I taped them so when I do get my day in court I can have fun. P.S If you tell a maniger named Bob R. he is being tape he will tell you he will not talk to you till you stop the tape. Really, they can tape you but you can not tape them. Trust me tape them you will be so glad you did. And don't tell them till you have made it way up to the legal dept. or they will black ball you and hang up. Good luck if you are going through this to. Take good notes and names, and what was said with every call.

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I cancelled my contract by giving a month's notice as requested. I asked for my PAC code because I thought I'd be transfering my number but as it happened I didn't need to.
Three months later I found that TMobile were still taking a monthly fee from me.They said that because I hadn't used the PAC code this meant I had agreed to keep the contract open.I received the code AFTER I cancelled so I don't think they ever really cancelled when I told them to.
As far as I am concerned I am entitled to change my mind and whether I take my number or not is none of their business.
The money they have taken for the last three months is way above what my monthly contract fee was.They have charged me for extra services which I haven't had because I'm not using the phone!
They have been lazy replying to emails,extremely rude bordering on aggressive and dismissive.
As a 'gesture of goodwill' they have agreed not to take any more money but point blank refuse to refund the money they have taken over the three months since I cancelled.
AVOID THIS COMPANY.THEY HAVE FRAUDULENTLY TAKEN MONEY OUT OF MY ACCOUNT.

Was with t mobile a year no real problems. Then i phone them up to upgrade and they open a new line giving me 2 bills. Was on the phone for 2 hours, got so fed up i cancelled the contract and my orgknal contract. 1 week later had a letter about the new insurance i had on the cancelled phoned, phoned t mobile up and they said they wkjld cancel it, week later i get charged for it.

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AVOID THIS COMPANY AT ALL COSTS!!!!

I added an unlimited text bolt on last September and the numpty on CS didn't add it. I then ran up a bill of over £300 and even though I recorded a phone call with them admitting it was their error I am really struggling to get my money back. They promise to call you back and never do and they are so unprofessional. Never again!!!!

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Customer service is absolutely appalling.Would strongly recommend you use a different provider.
Paid a £200 deposit to use phone abroad-arrived in France and did not work.Tried to phone customer services at great expence from abroad only to hold for at least 10 mins then get cut off.
Have formally complained and will be taking it to the ombudsman.

The only word that can describe this company isduplicitious.  Their customer service never ring you back.  When you contact them you are told one thing  and when you phone back speak  not only do they deny what you have been told, they also tell you that the person you spoke to ( now you only get a reference number and a first name)On our last complaint we did get a name and phoned to speak to him on many many occasions with promises of return calls which materialisd and finally we were told that this person did not speak to customers anyway, so we could not have spoken to him (effectively call us liars).  To say they caused me embarrassment and problems travelling with an 84 year old lady in Turkey when they cut me off at 1a.m in the morning, without warning, was the just the beginning.  I have recently been in dispute with the company and the onbudsman stated that although I was morally correct in my statement, the eyes of the law sided with T mobile.  I then decided to cancel my contract with them as my contract had ended and I called them 30 days ago and said to the girl what about my pac code she told me now i had given the 30 days notice to call a couple of days before the expiry to get the pac code - I did this today and, guess what, they tell me SHE COULD NOT HAVE SAID THAT because if I wanted my pac code then they wanted another month's contract money before they would give it to me.  Spoke to an Orange consultant who told me they would give out the pac code without any of this.  Anyway we do not get a signal in our house and the only way we can receive or make mobile calls is by standing in the road so it is GOOD RIDDANCE TO T MOBILE AND THEY CAN STICK THEIR NUMBERS WHERE THE SUN DOES NOT SHINE - GOOD RIDDANCE AND WOULD NEVER USE THIS COMPANY AGAIN.  

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Hi people, what can I say T-mobile is such a rubbish. I have a contract with them for 24months, maybe month ago I went to store to cancel it, but they said I have to call to 150 and ask them to do so, when I asked do I have to do it straight away, they said I should do it couple days before contract ends, or on a same day. Well it ends today, so I rang them and asked them to cancel my contract, they said they can not do it straight away, because there is a 7.2.2 punct in terms and conditions which says you have to give one months notice, if you argue with them they say you have to read all terms and conditions carefully before signing contract. So be careful guys :) It's not the ony thing, they don't have unlimited internet - it's unlimited browsing which is useless, speed is slow and if you're using skype (impossible to have conversation on skype) or watch videos on you tube they're counting data after you reach 500MB or 750MB you won't be able to use internet. This was supposed to be told me when I signed contract, but nobody did. Network is crap, I cannot even pass from one room to another in my flat, because I lose connection. Now I have contract with 3 mobile, and I have no problems at all. I can speak normally in any place in my flat, internet speed is good enough for mobile phone, no fair usage policy (I have the one plan with 3 mobile). I would never ever sign anything with T-mobile and I would recommend it to my enemy only!!!!!!! I hope you read it before you signed something with those freakin' liars.

distuping my contract

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Having been with Tmobile for 11 years I made the stupid mistake of upgrading, I have signed up to a 24month contract for a service which is barely usable. I have been complaining about the signal in the first month of my contact and I ask them to sort my signal or let me leave only to be told to pay £400 before I can leave.... Not to mention the disgusiting customer service... Avoid at all cost!!!!

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Don't touch T-Mobile.
In 2009 I cancelled my daughters contract as I had met the terms and conditions and she wanted a different phone with a different company,
I contacted them with 30 days notice, I asked if I needed to confirm it in writing, oh no no thats fine, no futher correspondance needed!

On returning from holiday I have a £52 bill on the mat.
They had restarted the phone as I had not requested a PAC code, although I stated when cancelling I did not need to take the number. I tried contacting T Mobile by phone and was cut off each time, sometimes kept waiting up to an hour,I tried e-mail no reply and letter no reply. They have now black listed me for credit and the 2nd debt collector has been in contact. We are now in 2012 and the matter has still not been resolved.
All for £52, money I would pay if I owed it!
BEWARE!!

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We waited for 10 minutes at first, followed by another 20 minutes; We then gave up as the minutes on the contract were dropping. We then called from a land line and went through the tedious number AUTOMATED system again before being told by the AUTOMATED woman that we were to wait yet another 20 minutes. We listened once again to the hideous hold music. The woman who we finally got through to was extremely rude and unhelpful. PLEASE LET US LEAVE THIS HELL THAT IS T-MOBILE.

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Avoid these muppets like the plague. As a customer of 11 years they have two nights running failed to ring me as promised. They expect me to see out a contract even though they cannot provide a signal where I live. A shameful disgrace!

I have had a T mobile phone for a while but wanted an I Phone and T mobile deals are not competetive so I moved to 3 and got an PAC code from T mobile
A text was sent saying you must use your PAC code by 17/11/11.  I used it today (16/11/11) and was told it had expired!  I phone T mobile who read out 'small print' but it still confirmed that I had transfered in time, despite their 24 hr notice period.  To cut a story short, the operator hung up and they want another months money!
Beware of T Mobile!!!

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Where to start with my rant!  I have been an O2 customer (who are brilliant by the way) for years and had 3 accounts with them.  My youngest daughter was looking to change her phone and it was only T-mobile who were offering the one she wanted so ok I thought, give it a go.

At first everything was ok until 5 months in when my daughter started going over her minutes, that is when the fun started.  I contacted T-mobile no less than 6 times asking for some help with this.  I asked if the account could be capped and the phone not able to be used if she goes over - the answer no!  I then asked if the credit limit they put on the account be lowered so she couldn't go over, the answer, yes you have guessed it - no! When I queried this they went on about it affecting my credit history, I have since discovered that is rubbish.  I then asked if I could have an add on – pay a certain amount each month for additional minutes.  Guess what the answer was, a resounding no once again!

So I tried something else, if my daughter went over her minutes I contacted them and asked if we could have incoming calls only.  At first they did this and though not an ideal as I had to monitor minutes myself all the time, helped the situation, for a while anyway.  They did this for me twice, but on the third time of asking they said they couldn't do it.  I asked why and was told that they have never done it! Upon stating they had in fact done this twice, I was told it shouldn't have happened.

I had by now got to a stage where I felt I had no option but to leave them despite having 4 months left on my contract.  I found a deal with Tesco where I could cap the minutes, so perfect for me.  Daughter goes over, she can’t call anymore unless she tops it up, and in turn it saves me a fortune.  

I contacted T-Mobile to cancel my contract; they put me through to cancellations who wanted to know why and after my rant probably regretted asking me :-)  They then said something that couldn’t have added more insult to injury if they tried.  We can offer you 500 extra minutes for an additional £5 a month if you stay with us!  I couldn’t believe what I was hearing, what cheek.  After months of nearly begging them to help me, as soon as I tell them I am leaving they come up with that.  Well as you can imagine, I told them where to stick it, very politely of course!

I am so disappointed with them, no help or assistance until they are losing money.  T-mobile are one company I would NEVER use again and could not recommend them to anyone.

T Mobile are terrible. I don't think I have experienced any service quite so bad as in their customer service especially store staff, whom in London actually speak to you as if they are preparing for confrontation in a local pub!! Unbelievable. I asked for help with an incorrect bill that was sent (as they like to add on things that don't exist and if you don't spot their mistake, you are left robbed and unaware!) I was told in store that only the billings department could help me and that I would need to call them, in a very irritated and unprofessional manor. When I got through to the billings dept, the lady who aslo didn't want to sort out the huge blunder advised that the Store Manager could help, when I asked for teh store manager (still in the shop) the same unhelp guy presented himself as that! He lied to his colleagu on the phone (right in fornt of me) about what I'd asked for and told her that I was couldn't explain myself properly and after speaking to her, he now understood and would now be bale to help!! I was gob smacked! He then preceded to tell me that he can only tell me wht his colleague had over the phone and that I needed to fax a leter and call tmobile to "stop bailiffs getting your stuff init". He was rude, unhelpful and very, very unprofessional. I felt as though I had been challenegd by a local thug and not a store manager! Apart form the embarrassing mistakes in calculating bills, they are aslo very rude to you. I have moved from tmbolie - anywhere else is better than them!

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Awful: In 2006 I moved to them from Virgin. Despite selecting on the T-Mobile website that I needed coverage for the US and Canada, when I arrived in country there was no coverage. In the meantime, my wife's handset refused to work at all. I ended up having to tell the T-Mobile customer services person how to trouble shoot the situation. At the end of that fiasco we got compensation.

In late 2010 I(daftly) renewed my contract for a Samsung Wave. I had 2 different Wave's, one of which was repaired twice before they finally agreed that Wave's and my account did not work and insteasd they gave me a Defy. This handset will not connect to Google Accounts and when I contact them about this they forgot about me after the first couple of actually quite helpful if unsuccesful emails.

So I wrote again and got an answer back to an issue that was already resolved.

Their complaints team are actually quite good but this is probably the practice they have from the rest of T-mobile being so awful.

Avoid.

ROCK!! 

Best out there, best customer service by miles. I've been with tesco and o2 beforehand.

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I thought to write my comments on T-Mobile due to non professionalism of a company of that size.

In June 2011, I run a rather high bill of £300 due to a sudden death abroad. I called T-Mobile to ask for advice and to let them know that I would not be able to afford to pay the bill as it was due to come out of the bank by direct debit.

The advisor, which I didn’t keep his name, advised me to stop the direct debit and to pay monthly an amount I could afford. He mentioned that every time I was calling to pay I had to pay £3 extra. I was pleased with the answer and accepted the terms.

When my bill was due I received a threatening call at my work place about my outstanding balance. I phoned T-Mobile and they didn’t seem to have any problems! I did pay another amount towards by bill but I didn’t pay the £3 mentioned above!

From that day I’ve started getting threatening calls at work, I was really harassed. I phoned T-Mobile to complain and it seemed that the calls eased down till a couple of days before my payments were due.

This situation went on for a couple of months. 26th of August I called to pay my instalment and I was asked when I’ll be able to pay the bill in full, I’ve told them that due to the funeral abroad I’ll pay the full amount end of September. 30th of August I received a text with all my allowances and the day due to be paid, which was 12/09/2011!

1st of September I received another text on my mobile saying that “As requested we’ve set up your SOLO FIXED payment arrangement price plan”. They had arranged a payment of £49 and I had to start paying from October the 11th till March 2012, also the text says that I won’t be able to set a direct debit for it.

A company of that size reminds me a bit of a loan shark?

I know I defaulted paying my bill although I’ve been with that company long before it was called T-Mobile, when I got my first contract it was called 1-2-1 and I never went over my allowances or defaulted any payments so I’m willing to pay, no problems there.
They have reduced my allowances due to my ‘bad behaviour’ again I can accept that.

My problem is that I have made a few calls on purpose, they’ve lasted about a minute each but the minutes left on my new allowances do not change when I send a text to ‘BAL’ or ‘AL’. Why is that?
Every day I’ll send a text to see my new balance and nothing changes, the last text I send to 150 for my allowance was on the 26th of September and I had 117 minutes.
Today the 29th of September 2011 I got my allowance for 150 minutes!
I’m just wondering if it is another trick from T-Mobile to charge its customers.

Obviously I’m not using T-Mobile to make phone calls any more, I’m using a different network and as it is obvious that I’ll stop using it when my contract is over, already six members of my family stopped using T-Mobile.

I’m sorry for the long email but I felt threatened and harassed by T-Mobile.

I’m not sending my phone number but I’m willing to provide it if requested.

Many thanks,

George
 

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T-mobile Sucks! I've been a customer for over 4 years, and unfortunately decided to renew my contract. I moved to a city just a few miles from Tulsa and the coverage stinks. I can't even text or call from inside of my house. So I called customer service to see if there was anything they could do about it. They said that they would take a look at the tower etc, and get back with me. They never called. Then when I called back, they didn't have a record of me calling. SHOCKER!! So I explained the problem again. The lady actually offered to send me a "replacement" phone and only charge me $20. WHAT?? How is sending me a new phone going to help a coverage issue? Besides, it's not my problem, so I am not going to pay anything! Anyway, after talking to three different "customer service" people, the bottom line is, there is nothing they can do and I have to pay $200 to get out of my contract. I paid my bill on time every month for 4 years and I can't even get a discount on the cancellation fee or anything? If it were my company, I would want my customers to say nice things about my company when they left, instead of writing blogs telling others to not use T-Mobile. They don't care about their customers period!! This seriously makes me want to go with a PRE-PAY phone.

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I work for T-Mobile/Everything Everywhere now its called they are the worst company to have as the company does not care about the employees so why would the employees care about the customers, the poor service came from the manilla operation which i had an issue with my phone and i got cut off 5 times because they could not stand the basic english, they are focused on new customers only as that is their strategy and forgeting about existing customer oh and when you want to cancel your line, they say yes but dont because it affects the call centre agents commission i have been paying for a line which i cancelled 5 months ago. i need to find a new company to work for and please cutomer actually reading this review t/mobile everything everyhwere dont bother cos it is more hassel than its worth cheap contracts but it will cost more in the long run.

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Disgusting.
I was told as a customer for more than three years I could have a free upgrade handset and discount on my contract. Brilliant, I though! Oh, how wrong I was. The handset arrived two days later as promised, but it was the wrong handset.

I had been promised the newest blackberyy Curve and had been sent the old one, that is a lot cheaper.

I didn't mind this very much, as my £20 a month 24 month long contract would be going down to £17.50 a month for only 18 months, with an upgrade at 16 months. Problem is, this 'reward thank you deal' is more expensive than if I came as a new customer http://www.t-mobile.co.uk/shop/pay-monthly/blackberry-curve-9300/mobile-tariffs/ . I could get it for £15.31.

So I phone up, and can't get through to a human - this is at 8.30am. I call from my land line and finally get through, only to be put on hold for 15 mins. Then I get transferred to another department, again, put on hold. Finally I get to a human and he is calm but patronising and said he would call back within the hour (before 9.30am).

It gets to 10am. I call back and say just cancel it all, I am so annoyed at your company. So the stupid girl on the phone says ok, well you won't have to pay anything as it's within 7 days, apart from about £6 to post the phone back. I said no. You are going to pay. And then I will leave your network for good and tell others how awful you are to them after snaring them. She is now going to pay the £6 from my next bill.

Make sure you get the name a number of whoever you are speaking to, they convieniently don't record who you speak to on your file and can send you a text with their name and code.

I wouldn't reccomend them to an enemy, let alone a friend. Atrocious.

Tmobile can't even give the simplest of honest service. I don't want voice box on my pay as you go tariff. I want it off, and I want it to stay off. But is this possible ? ......... Can't be a technical barrier, so can only conclude that the box turns back on just to charge extra by allowing the mobile to receive calls.

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had phone 3 days ago,needed to speak to someone to get free internet access which was part of phone deal from argos .
this is the worst customer services i have ever encountered .help line numbers send you round and around with menu options .havent spoke to a real person yet cos they want 25p per minute to get something i have already paid for.they obviously dont want to pay for real staff to deal with customer complaints ,will get phone unlocked and go elsewhere ,rubbish

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Customer service is terrible, expect to be overcharged for everything, even when they are things wrong (like over charging you), they charge (and overcharge you again) to speak to someone to get it put right.  Go somewhere else to get some decent service (like McDonnalds or something)

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after having dealings with tmobil today anyone the buys a tmobile dongle for there  mobile broad band is looking for trouble. best advice go with 3 and save your self loads of hassle

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They say some UK mobile numbers (Lyca, Lebara, etc.) are not standard mobile numbers. Now how would anyone in god's name find out out just by seeing the number ????
Lyca and Lebara also starts from 07 just like rest of the UK mobile numbers.

And when calling such number, they wouldn't even give a warning message that it is non-standard mobile number. You will be in shock of your life when you receive the bill that you thought you have been using your allowance where as they have been merrily charging you 40p per minute !!!

While selling the contract, they say you can call "all mobile networks".

I had two numbers with T-mobile. I won't even bother to stay with T-mobile anymore.

ROCK!! 

Reading some of this it is pretty clear that you guys have not got the first clue of what being a consumer is!!!! You don't pay your bill, your not intitled to the service. You don't have insurance on your phone and you break it then unfortunatly its tuff luck as they always offer you that service when you first either take the contract or upgrade. You dont read your T&C's then get told something that you dont like that was in there from the start again your fault. You buy a LG t.v from comet and within 6 months it packs in, comet dont replace it LG do. Same as nokia etc do with the phones as a warranty state MANUFACTURERS WARRANTY the clues in the name it dosent state AIRTIME PROVIDERS WARRANTY! As for sold the wrong contract how on earth can anyone predict if you as a customer of a company is going to change how you use there product. From my experience when i ring them they check over you past 3-6 months usage. If you change the way you use your phone or you know your use is going to increase and you say nothing then how is a provider of your contract to blame. It seems to me that 9 out of 10 people who use sites to complain about different companies usally are the ones at fault and not the company. after all things are put through very strict legal procedures so companies know both there rights and a rights of a customer. So the lessons here are, read your T&C's, insure your phones, pay your bills, know your own usage, read your warranty information and finally before you blame a company take a long look in the mirror!

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I received my phone on Friday and it was shiny and lovely.  

Unfortunately I have not been able to make calls or text with it but I have been billed £265.  Apparently this is 'roaming charges'  I don't know where from as I tend to travel about 3 miles max. from my home.  

After I complained a couple of times they finally called me but from a non UK call centre and when I said I wanted to cancel they hung up on me.  NOT a very good company at all!

Further to my comments of yesterday. After going through a multitude of phone options T Mobile refunded my balance, so it is not stealing. If you are on pay as you go you must use your phone at least once a month. Use freephone 080095662208 options 2,4,1,4,2 &ask for pay asyou go.

I only use mobile for calling car rescue services, which is almost never. when I checked my credit I was told as ii hadn't used the phone for some time I would have to reregister by pressing 1 and my current credit had been wiped. Is this stealing ?

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I've had lots of mobiles from all the big providers over the last 20 years and T-Mobile have DEFINATELY got the worst customer service. The long rant from MR T ex T Mobile Manager just about sums it up - all the other phone companies have customers with EXACTLY the same problems however the difference is in how they handle the complaints (not rocket science).

If I buy a washing machine from Comet and it breaks down I expect Comet to sort it out not prevaricate about 'we only provide the fresh air inside the drum'. If it is an electrical good and breaks down within the 12 month period I expect a new item not to be fobbed off and for the retailer to avoid all responsibility.

Buyer beware T Mobile contracts do tend to be cheap but boy will you pay the price if anything goes wrong!!!! :-(

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I joined T-Mobile a month ago and have had problems ever since!! About two weeks into my contract i received a text saying i had reached my credit limit... by £60... After the store i got the phone from rang up customer services, the charge was added as credit and i wouldn't have to pay it. A week later i got the same text again about my credit limit. this time by £125! Confused, i returned to the store - I'd been ripped off!! No unlimited texts, No unlimited Internet like i thought i'd been sold. After much aggrivation, the man who sold me the phone got sacked, and my bill was voided off, and i started again with a brand new contract. ANOTHER two weeks later and i got told i had a £178 bill to pay on the 13th of this month... BullS*** my phone then stopped working. Livid, i went into the store and and told them of this. my previous bill had not been cancelled, i still had to pay the £178 bill. They rang customer cervices and after getting two argumentative people on the other line, finally got through to someone to recalculate my bill. A cancellation would mean me having to pay £500. The worst thing is that i am 18 and none of this was my fault in the first place! The moral of the story is - T-Mobile are the worst to deal with any problems; NEVER get a contract with them.

ROCK!! 

Firstly I have read many of the comments below and having worked for T-Mobile as a manager in the contact centre I know what people are talking about. 
I am with O2 and have been since 2003 but I also have 4 contracts on T-Mobile. So i write this review as a point of view as not only as a customer but from a point of view from being a customer of another network too! I think T-Mobile are brilliant!!!
Majority of customers that complain don't know or read their Terms &Conditions. Majority of people who complain are customers who do not pay their bills on time and usually get suspended as a result. 4.4.5 of the Terms &Conditions state that if you do not pay the bill by the date set out on it then you will have broken an important condition which is a fundamental part of the agreement between you and us and this will entitle us to suspend your sim card from the network. Pay your bills on time and you don't get suspended. You don't go into Tesco and get a whole trolly full of food and tell them at the cashier I'll pay you in 2 weeks or I'll pay half now and have with my next weeks shopping! Why do customers expect this from any other company... Pay your bills on time or you get to speak to the awful collections department. You seriously can't expect a service from them when you ain't paying your bills so tough!
Another reason why customers complain is about faulty handsets, these issues are beyond T-Mobile's control. T-Mobile are a network provider and not the manufacturer of the phones customers have, therefore this means if your phone is faulty T-Mobile will send your phone off for repair and provide you with a temp phone if there are any available, (T-Mobile are not legally obliged to provide this service). T-Mobile are solely responsible for providing their customers with a SIM card, the network - mins texts etc and are not responsible for your phone. 
Many people complain about the cancellation of their contracts. It is very clear in point 2 of the Terms &Conditions which clearly state that customers must provide a 30 days notice of cancellation. If they are within their commitment period then they will be charged an early termination fee which will be the line rental including any extra boosters or service charges from the cancellation date to the end of the commitment period. Customers can provide the cancelltion notice 30 days prior to their commitment end date and there will be no extra charges besides your line rental up until that date. For example, if your contract ends on 01/06/2011 then you can provide your 30 days notice on 01/05/2011 so that it gets cancelled on 01/06/2011. The Terms &Conditions also clearly state the customers can ONLY provide their cancellation notice by calling customer services. If a customer requests a PAC code then this can be provided at anytime as well. One fails to see the any complications about cancelling an account, it's very simple!
Some people on here are complaining about the network and that they receive no signal or poor signal. It is a customers responsibility to use the network coverage checker to see what it is like at different post codes. Check you home and work post codes to ensure that you get a good signal, if it shows up as poor then go with someone else. What you also must consider is the type of building you are in. Thicker Walls etc can affect your network coverage too. As most people are aware, Orange and T-Mobile are merging, certain changes have already been implemented and many more will surely come too. Currently customers can opt into using the orange signal when there is no T-Mobile coverage. This will change for customers to use 3G services soon too. T-Mobile also have a deal with other service providers for T-Mobile customers to use to get a greater 3G coverage in the UK. Some people have wrote they've been with T-Mobile for 5 years and they don't get any signal, well why stay with T-Mobile for such a long time if you do

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DONT TOUCH THEM
I cancelled my contract with them and still getting bills through months later, even after speaking to customer services a number times and being assured the issue is now sorted.  I have just received a letter from a debt collection agency.  T-mobile are now saying they have no record of my cancellation.  SIGH  

their coverage is good and they are good value for money. this however is the end of the good news.
after being mis sold a contract [told the wrong price, not sent terms and conditions] i was told i could not have my contract void, but they would upgrade my phone/contract for free. however, on my next bill they had charged me £60. i had to threaten with legal action to get the charge removed.
customer service is a joke, they treat you as if you are stupid, refuse to let you speak to a manager, they are rude and they dont return your calls.

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If you have a choice never go by T-mobile
Their customer service is bad. it is like we are getting a free service from them or something. We pay for what we get and should in any circumstances a customer service representative should treat customers the way i been treated. I repeat never ever go with T-moble

Phoned to query why I was being charged to retrieve voice mail messages, told by customer service rep that I could but it would cost me £2.50 more a month.  When all other mobile networks that I know of offer voicemail free why do T-Mobile charge for this service?

My customer service rep was rude and insulting, repeating the same sentence over and over as if I have a learning difficulty.  I was also told that I am as a customer not right.

Why am I paying T-Mobile for this treatment??

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Very poor customer service

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I have just signed up for a Sony Vivaz - the phone is rubbish as it has software issues. I phoned the truly appalling customer services to be told that I had to return the phone to the shop I purchased it from. I asked to speak to a manager only to be placed on hold for over 20 minutes and then cut off. I bought it from them over the phone and only picked it up from a shop whilst I was on holiday over 200 miles away! They won't send me a new phone. I am now stuck with a broken phone for 18 months... Moral - don't buy from T mobile!!!

I'm 12 months into an 18 month contract and my only real problem with T-mobile is their coverage. No matter where I go in the country coverage seems patchy at best, despite their website invariably saying coverage is very good or excellent.

I'll won't be renewing my contract with them.

Matt

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T mobile are ok until something goes wrong - the customer service peeps are a bunch of downright liars - or they are all retarded.

You can call 3 or 4 times about the same problem and get 3 or 4 different stories.

If they don't like the qustions you are asking they have a dirty habit of just cutting you off which after hanging around on hold for 10-15mins rally ticks me off, oh and of course when you call again - the whole 'dipshit roulette' thing starts again with a different rep.

At the end mf this contract I'll be pulling my custom after 7 years of loyalty. And that of my wife/kids and my business account.

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I'm with T-mobile for their mobile broadband service and it sucks. I get full signal but never get a connection over half a meg, a long way off the max offered speed of 7.5 meg. I've been through 3 dongles in under 12 months as they keep breaking and the tech support team are useless. When I asked about cancelling due to the poor level of customer service and the poorly made equipment they said they'd charge me the remainder of my contract (over £300!) to leave. In hindsight I should have paid to get a landline installed.

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I ordered a phone from them two months ago, i am still waiting. They took my money before telling me that the phone was not in stock, then they told me that they were expecting more "very soon".

AVOID THEM, AND DON'T TRUST A WORD THEY SAY.

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I have been with t-mobile for as long as I can remember, prob 10 years, unfortunately t-mobile don’t reward you for loyalty. I always opt for 12 month contracts, don’t see why I should be tied for 18 months, during my last contract my mobile phone broke. When I contacted t-mobile they offered me a new handset but said I would have to sign for 18 months. I declined t-mobiles offer and shopped around. I found I could get the same phone on a 12 month contract and 10 pounds a month cheap from Vodafone.
I phoned t-mobile to make them aware of the offer, I even gave them the URL to the offer online. There was me thinking they would match the offer if not better it due to my loyalty, I was wrong. T-mobile said they could not match Vodafone and offered me my pac code. I thought sod them, cancelled my contract and am now happily on a Vodafone contract.

ROCK!! 

Ordered my new phone from t-mobile and it arrived the next day, I had to wait 28 days for my free gift, guessing tmobile though I might do a runner, I can understand this, they must have been stung in the past.
I tried to change my billing date so it came out of my bank the day after I got paid. To cut a long story short all the customer service people were saying to wasn’t possible because of the date the invoice is sent out. In the end I gave up and just left the billing date.
Apart from this t-mobile network is brilliant, I always get a signal and the 3G speed is great. Customer services are ENGLISH which pleased me and were helpful most of the time. I have had some bad experiences with the O2 network so am really pleased with t-mobile and am staying put.

ROCK!! 

I have just taken out my fourth contract with t-mobile and I really can’t fault them. T-mobile coverage is excellent and I love there Flext tariff, they are exactly as they say on the tin, FLEXIBLE! Im on an 18 month flext tariff which gives me £180 allowance to be used on either minutes or texts. If I go over the 180 pound allowance I would have to pay on top of my 35 quid line rental. I haven’t managed to go over yet as the allowance equals 1000 mins or 2000 texts, or a mixture of the two which is the great thing about the Flext tariffs. I usually cancel my contracts each time and get a new one through Dialaphone, I just find I tend to get a much better deal than just upgrading, plus I like to get a free gift like an X-BOX 360 as I am not really too fused about having the latest mobile phone.

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I have been with t-mobile for about 5 years now.  I have just recently renewed a 12 month contract in order to get the new samsung tocco.  Was really pleased with the tocco for the first 2 months until it started playing up.  I phoned t-mobile and the t mobile sales person said they would send it off to be fixed and I could be without a phone for 4 weeks!!  I couldn’t believe this, thought they would at least send me a budget mobile phone to use until mine gets fixed.  I can’t wait for my t-mobile contract to expire, I will be looking around the other networks, perhaps orange and o2 to see what they are offering.  T-Mobile really do not care if you are a loyal customer, they treat us all the same, as mugs!