In 2010, T-Mobile became part of Everything Everywhere Limited - the company formed through the merger of T-Mobile UK and Orange UK. Owned jointly by Deutsche Telekom and France Telecom, Everything Everywhere Limited is the UK's biggest communications company. In addition to its mobile phone network, T-Mobile also offers mobile broadband.
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T-Mobile user reviews
Love this product? Hate it? Please share your experiences to help other people choose the product that's best for them. Please do not review this product if you have not used it. This is a review site, not a forum, so please don't just ask questions. Please do not use swear words or offensive language, and please, no advertising!
Average rating from 383 reviews:
Reviewed by A1963
on 21st Oct 2014
By far the worst phone company I have experienced. Unbelievably
obnoxious, rude and unhelpful.
AWFUL AWFUL customer
Told that i had lied and they had noted
something completely different to what my enquiry was/had been about
and that they only kept phone calls conversations for 4 weeks so
basically there was nothing i could do.
I have never
been spoken to so horribly in my life.
Never EVER again
Reviewed by Roger
on 7th Oct 2014
terrible customer service. My problems started with the
rationalisation of the Orange an T mobile networks.
resulted in a terrible service at home. I noticed this in April when I
started being at home more often. T mobile admitted that the mast I
previously relied on had been a victim of rationalisation and
Calls in May got nowhere as did calls in June.
My wife did get a signal box out of Orange which I also use and it
Got really fed up last week in September and
called again. No satisfaction but was promised a call back which
didn't materialise. Called back determine to to cancel my contract and
determined I wasn't going to pay for the privilege.
called back on 7 October and guess what? In spite of my saying its a
customer service issue passed through to second line technical
assistance. They see no justification for early cancellation on
technical grounds. There was much reminding me of the fact there is no
guarantee of a signal in the house. My point is a customer service one
though. Why no call back from last week and why wasn't I referred to
second line technical assistance in the summer?
So I was
put through to a call centre supervisor. No joy. No sympathy no
empathy. I will get a call from an operations manager or rather I have
been promised one.
No way am I renewing with t mobile or
ee. I even tried to talk the supervisor into a compromise which would
allow us to part on good terms. To no avail.
Don't get a contract with ee or t mobile or orange.
and by the way, I've been a customer for many years. That counts for
nothing. Rant over. All suggestions received gratefully.
Reviewed by Alan
on 3rd Oct 2014
DO NOT USE THIS COMPANY- RUBBISH CUSTOMER SERVICE When my daughter
cancelled a monthly contract for our grand -daughter we went on line
to order a new sim and number for her.
the advertising stated
the new sim would be delivered in one working day,even sent an emailto
her confirming this and seven days later this has not yet arrived,we
have made 4 calls to customer services and been passed from department
to department with no resolve .As we had paid for a sim with £15
prepaid pay as you go it is not possible to go elsewhere until this is
sorted.Cannot get a refund as each person states its not their
remit.they are going to lose the whole family which is 5
accounts,thats if we can get through to cancel without an hour wait
for a reply.TERRIBLE TERRIBLE CUSTOMER SERVICE.
Reviewed by lowen
on 22nd Sep 2014
I cannot get through to them have hung on the phone for over an hour
three times today. still no answer. would never use them again. They
increased my tariff when i was in a acontract and now my contract is
finished I cannot get through to cancel it.
Reviewed by katie
on 19th Sep 2014
T mobile rubbish biggest con company ever bill u for things u cant get
unlimited internet yet keep turning minevoff n saying it me swapped to
sim only n spend hours with no network rip off con company
Reviewed by Richard Nicholson
on 18th Sep 2014
Joined T mobile in May and set up a fixed price tariff to be paid by
Direct Debit each month.
All fine for first few months then I
received a letter in August demanding a payment as my DD had been
cancelled - News to Me.
I called T mobile and following a 15
minute wait managed to speak to one of their Customer Service team.
They were unable to explain why my DD had been cancelled. I therefore
reset my DD again with them.
I then received another
letter from T mobile demanding payment so once again I did the 15
minute wait and eventually spoke to one of their team.
explained that a DD had been set up. I was informed that due to the
fact that the DD did not collect for another week they had stopped my
So here I was with no phone or internet despite the
error been at T mobile and I was losing my allowance.
the agent resolved this and my phone was reconnected.
I received another letter stating that my account was suspended as my
outstanding had not been paid, however the DD would be doing this
gain I called T-Mobile and after 10 minutes spoke to
one of their team. I was gold that there was a much larger balance
owed. I asked shat this was as I had only checked my usage eggs day
before and was at half of my allowance.
He told me he would look
into and having spoke to his supervisor went on to explain that they
would give me a credit.
Fed up I asked for more details about
this overcharge however he was unable to help.
informed him that I was not happy that incorrect charges can simply be
added onto customers accounts with no explanation and that I wanted to
raise a complaint.
He told me that he would need to escalate
this and that he would put me through.
For 25 minutes I was on
hold with no one updating me with any progress.
At 30 minutes I
ended the call and rang them back. I was then told that the agent that
had left me on the line was just about go put me through.... A likely
The new agent that I spoke with was more helpful and said
that he would contact the escalations team and once he got through he
would call me and connect me without a wait.
True to his word he
did and I spoke to a lady based here in the UK. She started looking at
my notes then asked if she could call me back in 15 minutes as she
needed to go into them in more detail re the Direct Debit error.
True to her word she called me back 15 minutes later and explained
that she thought credit put on my Account in July had somehow kicked
out the DD at their end.
I explained that nine of this had been
due to MD and yet I have now wasted over 3 hours of my time trying go
sort out their catalogue of errors.
As a way of an apology and
offered me £7.50 in the way of compensation which I informed her
wasan insult based on the amount of my time taken up by THEIR
I have therefore been allowed to end this shambles of a
contract and company.
THINK CAREFULLY BEFORE SIGNING UP
TO T MOBILE
Reviewed by Sharon
on 1st Sep 2014
Do not, I repeat, DO NOT use them, after ending contract with them and
paying what we thought was last bill, apparently we owed them another
month, however, they failed to tell us this and only found this out
when trying to get credit. They never sent any final bills or letters,
so we didn't pay a bill we didn't know about, (we paid as soon as we
found out) however, the consequence of this is a black mark on our
credit rating. Now we are being refused a mortgage because of this. We
cannot believe that this company is completely wrecking our lives
right now. Goodbye house of our dreams, we could afford you, but T
Mobile seems to have our future in their miserable hands, and do they
care, absolutely not
Reviewed by Philippa
on 29th Aug 2014
Since I upgraded to an Iphone 5s I have not been able to receive 3g
for any longer than 10 minutes and have to keep turning off then on
again to get it to come back. when contacting tmobile the suggest I
get a new sim, so I drive 15 miles out of my way to get one, problem
not fixed. It must be an issue with the phone send it back to apple. I
send it back and was not giving a temporary phone so spent nearly 2
weeks with out one. I get the replacement phone and still have the
problem which means it must be a fault with tmobile, I contact
tmobile again and they tell me replace the sim AGAIN!! have had this
problem since upgrading which was 4 months ago! They still expect me
to pay my bill though???
Reviewed by Tracy wicks
on 9th Aug 2014
Please do not switch over to EE from t mobile you will get nothing but
hassle they sent me the wrong equipment the wrong SIM card i spent
days on the phone ringing for up to 40 mins at a time was passed from
one person to another not getting the right infamation being put on
hold then cut of by international call centers i sent back my apple 5c
phone because it did not hold charge within the14 day period & am
out of pocket for over £120 they are very unprofessional
Reviewed by Carlos
on 8th Aug 2014
Horrible customer service....especially when it is regarding the
reimbursement of the penalty fee from your previous carrier. Over 4
months and have yet to receive the reimbursement.
Reviewed by sgurung
from united kingdom
on 17th Jul 2014
My contract was coming to an end on 2009 with t mobile and i was
paying all my bills on time.... One day they called me while i was at
work and asked me if i wanted to get another phone i said i dont want
anything and i will end my contract and stay on top-up. Instead they
started to send me new bill and a contact with new phone written on
it(i never recieved any phone) when i rang them they didnt show me any
sort of customer service kept me on hold tansferring from one
department to another. when i asked them where did they send me the
new phone they said in a completely different address. I said this is
a fraud case and so i asked them to cancel the contract
immediately.later i recieved a bill of total £778 at my door for
cancelling the contract i rang them again and yet again there was no
hope of a good customer service i got very frustated arguing with them
almost on a daily basis, my mind was always stressed and i didnt pay
them any money and cancelled my direct debit from them. They did
damage my credit score and it been 5 years i am trying to get a
mortgage noone want to give me one i have to wait for one more year
for it to be clear. I cant pay for something i didnt buy at all and i
cant either get a house without paying it. T mobile has destroyed my
Reviewed by Delyse smith
on 15th Jul 2014
Been with T Mobile for years. Just finished latest 2 year contract and
I rang them about an upgrade, said I would have to pay more money each
month and pay £70 upfront Going into a store can get a better
deal on T Mobile without having to pay any cost upfront. T Mobile seem
to be charging existing customers more than new customers. When I rang
them they weren't interested and just gave me a PAC code and said my
account would be cancelled in 30 days. Glad to be leaving them and
making sure the rest of my family do the same.
Reviewed by Sandra
on 30th Jun 2014
I have an account with T Mobile for a long number of years and for
some reason whenever the time comes to upgrade my phone there is
always a issue.
Basically I have been offered 2 years ago a
£10.00 off as a loyalty discount for being with them for so many
years, however last week I went to the shop in order to see in what
date can I upgrade my phone and I was told first that I cant keep
those £10.00off anymore,and that I was due to an upgrade on the
28/06/2014, so on the 28/06 I went to the shop in Wembley Central and
in there I was told I had to pay £40.00 if I wanted to upgrade
on that day . Anyway I'm really thinking of cancelling my both
contracts with T Mobile because the Costumer Service in the Shops
couldn't get any worse really...
I then called 150 in order to
expose my concerns to the Manager but they couldn't care less. This
Company is really not good and Im sick and tired of giving them my
money.. No clue what is costumer service and even keeping their word
seem s to be a huge struglle for them... Tottaly usseless. NEVER
AGAIN!! AND I WILL MAKE SURE THAT EVERYONE AND EVERY SINGLE WEB PAGE
GETS THIS COMENT BECAUSE IM JUST REALLY TIRED OF THIS LIARS!!!
Reviewed by David Wade
on 17th Jun 2014
ABSOLUTE LIARS. I was contacted by T mobile and persuaded to take a
great deal they were offering. BIG MISTAKE
It was supposed to be
an online account but I could not access it.I phoned twice and was
told they would set it up from their end.NO ACCESS. On phoning a third
time the guy I spoke to actually admitted that the site did not work.
I ask to cancel the contract but was told I would have to pay a
penalty even though I had been lied to.
According to T mobile
having an online account does not mean you can access your account
WHAT DOES IT MEAN THEN?.
Reviewed by Sarah
on 10th Jun 2014
I was with T-mobile Pay-As-You-Go for five years before being wooed
into having a contract with them, and I just can't wait for my
contract with T-Mobile (and any company attached to EE) to come to an
end. Even if my next company is slightly more expensive I would be
happy to pay extra to get away from this outfit. Over the past 22
months, I have had to ring up their call centre in India consistently
and listen to poorly-trained staff explaining why extra charges were
put on my account for things that I had not used or were already
included in my package. For example adding 25 pence here and there for
video images which are part of my package. The billing section of
their website is consistently not functioning or blocked when you want
to check your bills to see where these extra charges are coming from.
Then, once you have established where those extras T-Mobile have
dropped into your bill have come from (which takes a lot of time) you
pay premium rates to phone their help line to explain to their
terrible customer service personnel somewhere in India that you are
being overcharged. Then you have to listen to a lot of convoluted
error-strewn theories form their operatives as to why this charge has
been put on your account, before finally they concede that you are
being overcharged. All this at premium rate which they then add to
your bill. (Remember to ask them to ring you back as soon as they
answer the phone otherwise you pay a lot to hear them talk). The
customer is definitely always wrong with this company, and is a sheep
to be sheared for as much as they can get. After going through all
this, you then have to wait a considerable period of time (weeks
sometimes) before they reimburse you. And they never give you the
money back, they just take it off your next bill which is a disgusting
way to do business. It is a totally disrespectful company with
unacceptable business practices. If there was a negative rating system
included in the list, I would give T-mobile (and anything under the EE
umbrella) a 'minus 5 rating'. Corporate cheats, Avoid them at any
Reviewed by Paul
on 29th May 2014
Pay and go scam, I couldn't use Internet even tho I payed for it,
tryed topping up again and tmobile just took my money and still no
internet! Caused me a lot of trouble with work this has.
Reviewed by Karen
on 29th May 2014
Terrible service even after email to CE regarding ee found out they
then screw you over when trying to unlock phone avoid avoid avoid
Reviewed by MACIEK
on 28th May 2014
T MOBILE IS THE BIGGEST SCAM ON THE MARKET.
THEY COLLECT HUGE
AMOUNT MONEY WITHOUT HARD COPY OF ANY BILL.
LOCATED IN ASIA NOT POSSIBLE TO UNDERSTAND THEM
NO ACCES TO ON
TERRIBLE CUSTOMER SERVICE
THEY RAISED THEY
PRICES ON FIXED CONTRACT TWICE
AVOID AT ANY COST !!!!!
Reply by GMC
on 29th May 2014
Thanks for this. I was looking at T Mobile but reviews like this are a great help.
Reviewed by Ms Green
from United Kingdom
on 20th May 2014
Terrible signal and truly diabolical customer service, the worse I
have known ever
I had to review TMobile to hopefully
prevent others from entering this world of uselessness. There is
barely any signal from them these days, you often can't make calls or
send texts for the last couple of months, when you complain to their
customer service team they do nothing to solve the problem, they
promise to call you back but never do. You basically pay your monthly
subscription for barely any service. I have never known anything like
this in all my years using mobile phones. They may have been a good
company once, and I agree they were, but that is long gone it seems,
and there is no sign they want to improve.
If in any
doubt on what i've said please PLEASE READ THEIR OWN FACEBOOK PAGE,
which their own website points to for people to contact them with
https://www.facebook.com/tmobileuk you will think you are
reading a comedy sketch. Person after person after person after person
is contacting them with the same issues as I have described above and
yet they are doing nothing to solve these issues. Completely inept
service, they come across like they have contempt for their customers,
loyalty counts for nothing with them either. I'm really at a loss as
to how a company that has been going so long can become this joke that
it is now.
AGAIN, CHECK OUT THE COMMENTS SECTION OF THEIR
FACEBOOK PAGE! YOU WILL NOT BELIEVE WHAT YOU ARE READING. (scroll down
right hand side and click SEE ALL to read the litany of concerns and
complaints https://www.facebook.com/tmobileuk which they apparently
could not care less about if their lack of response is anything to go
Reviewed by Bruno Ferreira
on 14th May 2014
sign up for t-mobile about a year ago and I've being regretting the
all experience since then. How its possible for such a big company
fail every simgle day in providing internet signal. My phone cannot
get ANY signal in all central london and after ringing the dreadfull
costumer service they amazingly blamed the weather.... WHAT???? Are
you guys even serious? Are you learning this ridiculous excuses with
the train companys? Are you guys aware of the millions of people that
have being reviewing you complany as the biggest legal scam of all
history? are you guys not going to do anything about it? at least do
you bother to read all the bad reviews? MISERABLE COMPANY thats all
and I cannot wait to finish my contract soon to don't ever again hear
about t-mobile. already being advising everyone I can thru social
media to DON'T DO IT WITH T-MOBILE. Aparently theres already some
people doing that.... and very soon t-mobile will only be part of
Reviewed by Marion
on 8th May 2014
I have been will t mobile for over 5years as a pay as you go customer.
On Wednesday the 30th of April I got a call from them asking if I
would like a contract for £5.50 per month 250 mins 500 txt free
landline to 01 02 03 and internet. I thought that's a good deal I
should have known if it sound to good to be true it usually is but I
said yes. The caller said as I has £9.98 in credit I would pay
nothing this month and a small amount the next. Over the weekend I was
bombarded with Txts from them saying my credit way about to run out,
pay my bill or loose my service, then my phone cut out. I called 150
and eventually got to speak to someone I explained my story and after
a lot of listening to very loud music she said she could see what had
happened and would have it corrected and my service returned which it
was. To my horror the next day I received a bill for £100 less
my £9.98 demanding £90.02 to be paid immediately. At no
time in the conversation did the agent mention a £100 agents fee
. I called them again last night explaining the situation and the
whole story over again and demanded they cancelled my contract which
they have as far as they have told me and I should have my £9.98
credit on my phone. Today Thursday I still do not have the credit on
my phone and have had to call them again to see what is happening.
Over the last 3 nights I have spent around 1 hour on the phone not to
mention the stress this has caused. The is a complete rip off and
fraud. If this was an elderly person I don't know if they could deal
with this situation Please beware and t mobile deal with this.
Reviewed by MONIKA
on 26th Apr 2014
I have 3 contracts with this really bad company. Be carefull !!!! They
cheat people, you can't check your bill online because all the time
they are changing something and the page is blocked. For the paper
bill you have to pay £2.50. If you want to cancel your contract
you have to call and give one month notice but if you receive pack
code and not use it within 28 days your contract is still running. The
biggest thieves over the world. One of my contract after one month
notice should be ended on 03/03/2014 but I still paying for it because
it was impossible to check my bill online. I saw only the amount which
I had to pay on my bank statement. The sim was used by my son and he I
took the card out of the phone when that contract was ended and I cut
it. Today is 26/04/2014 and the customer service told me that we are
still using internet over last 3 monts on that sim, how is it possible
if the card is cut??? My husband pays £15 within last 2 years
for the sim card only and one month they charged him £150
!!!!!!! and they said that he used over 1000 min extra outside of the
plan, which we know that it was impossible. He took sim card only with
500 min which is enough for him because doesnt have time to talk and
doesnt need more min. Horrible service!!!!!!!! They are changing to EE
now and we receive the letters that our plans will cost more. Why???
It's the signed contract and why they can change it ??? We didnt sign
the contract that we agree with the price changing. If the contract is
for 2 years and £21 per month I think that it shouldn't be
changed to the end of the contract.
Please, please don't use
them!!!! Try to find much better and friendly company.
wait when my other contract will be ended............I don't want to
hear anymore about this crap!!! I don't want to put 1 star because it
should be zero!
Reviewed by Barbara
on 25th Apr 2014
Would really like to score T mobile a zero but no option for this. I
have been trying to get a proof of purchase to claim for loss of the
phone on home insurance for roughly 5 weeks now. Have long list of
customer advisors I have spoken with, all lovely on the phone but it
just never gets done. Cannot access bills as site down for
"maintenance " and has been for 5 weeks now. Extremely frustrating.
They have now "escalated" my complaint but I'm not hopeful. Ironic
really because I was going to buy the replacement from them looks like
they don't want the money or my future business.
Reviewed by roger
on 20th Apr 2014
zero coverage worse than useless thank god my contract up November.
Shaun customer service said " cant be that bad as you are using it
now" had to explain dropped call several attempts earlier. EE really
has a poor coverage cant wait to change garbage company garbage
Reviewed by Afzal Kaba
from United Kingdom
on 16th Apr 2014
I had got my t mobile contract locked at monthly credit limit. So I
would not over use it. Customer service staff assured me that my phone
will be capped on my monthly package. ( I was told capping will
disconnect my phone if I try to use over my allowance of talk time,
sms or internet) Now suddenly I get charged 20 times over my monthly
package. And when I call customer care they don't even care. Then I
insisted to speak to a manager which took a long time to get hold of -
after a week. Now manager says he can not help me. Now suddenly
capping can only be used on internet use and not on call mins and sms.
Money is taken of from my account and I can not do anything
Reviewed by eddy
on 5th Apr 2014
signal poor, cant log into website says " probably not the tmobile
site and re directs back " garbage since taken over by EE staff are
nice peddling a crap network though defo back to vodafone three times
the price but at least you can ujse your phone
Reviewed by HUSEYİN CİHAN
on 3rd Apr 2014
when i read
abouth T mobile reviews,i coundt believe it my self.All that years i
dint know about this until its happend to me...İ am a very old
T-mobıle costemer from 121 tıme.
My contract is
felex40 internet is unlımıted ıts says ın the my
contract, 2014 february i recıve text saying that i used my all
internet allowance and i have to wait for next mouth to use it againg
or buy a extra buster OR change my pirce plan.what T-mobile say is
only web brose is unlimited: uploadıng and downloadıng
ıs not. this one add to my contract after, but i cant prove
All that years i renew my contract on the phone, i dont
have any evidence only my t-mobile page and Thats beıng
changed.İ have to line whıte t-mobile and i am waiting to my
contract ends and i will cancel them for every. THIS İS THE
İNFORMATİON İ WANT TO SHARE whıte people WHO WANT
TO JOIN THİS TERRİBLE,LIER,CHEAP AND CHEATER COMPANY
Reviewed by jamie hughes
on 2nd Apr 2014
I've been with t-mobile for about 6 years. When I agreed to renew my
contract last they gave me the 'same deal' with a new phone. my old
'deal' included unlimited internet. Now my internet is capped at 750mb
under a fair usage policy!!!! That's one of the lowest data allowances
and doesn't even come close to unlimited!!! Thanks a lot t-mobile -
you suck balls.
Reviewed by Elsa
from United kingdon
on 27th Mar 2014
Just had to ring T mobile again regarding my OH a/c. He was on PAYG
until October last year when after using his phone a lot more due to
being in hospital we got a call from a Tmobile adviser and he talked
me into setting up a pay monthly account. Well since then I have had
to ring them every month with one problem or another, bearing in mind
my OH has been in and out of hospital so I have had the worry of that.
It is something I can do without, however after speaking to them today
they have assured me all is now sorted but we will see. I enquired
about getting out of the contract but they said this would cost me
£160. I have told them if I have to ring them again I will send
the phone back to them, but the adviser didn't sound bothered. Feel
like standing on the b****y thing but that would be cutting my nose
off to spite my face, so to speak. T mobile are S**t
aaaaaarrrrggghhhhhhhhh they deserve no stars but does not seem to be
an option for that.
Reviewed by natalie day
on 17th Mar 2014
I have been totally conned by this company they have taken money for
an early upgrade and have now taken £400 from my account 2
months later with no explanation
When I try to deal with it by
phone they cut me off pass me from one person to another and are now
sending threatening letters demanding payment
I have spoken to
some people in the company who agree that it is wrong
Reviewed by jonathan battle
on 12th Mar 2014
I have been with T-Mobi on-and-off for 15+years and continually for
last 8 years. How I have allowed their nonsense to go on for so long,
until I canned them recently, well... history now. Their
infrastructure has got continuously more buggy over time. I understand
that all mobi services are bad, but I cannot believe any others are as
bad as T-Mobi. I could document a dozen or so howlers, but here are a
couple some classics..
- I go on vac to S.E.Asia. I have paid
for international roaming, altho of course I have unlocked phones to
swap-in a foreign simcard. A few days after I get there, service is
barred. I call up the tecs, and they try to fix it over hours/days.
They fail. Upon quitting, they remark that since I have been on the
phone to them trying to debug, I have clocked up nearly $150 of
charges, so they will refund those, but the phone service cannot be
fixed until I get home. When I get back, not only have they left all
the charges on my account, but they have added another 50 or so. So
now I have been swindled $200 for non-existent service. I argued for
*HOURS* with a poor Philippina lady (not here fault - she is just
obeying her instructions from T-Mobi, to be rude and an "arguing
robot" like in an old Monty-Python. Eventually they agreed to refund
half the money they had swindled. It took me hours to get them to even
do that. Further repeated ripoffs, barring and black-out of my service
for months at a time is what finally forced me to can them once and
for all. I am with Voda now.
Reviewed by Ronnie
on 26th Jan 2014
Ashamed to say I have been with TMobile for 15 years.....2 years ago
they allowed a new 24 month contract to be taken out in my name,
becuase the person calling knew the passwordon the account!!!! I wrote
to the MD and they refused to accept they had to have my permission,
as I am responsible for the contract legally - they likened the
password to my pin - I advised them I am never asked to repeat my pin
over the telephone or in a crowded shop!!
I lost the will to
live and did not follow up - be warned, they are not honest and make
sure you get everything in writing from them and report them to the
rlevent authorities when they dont follow procedure or the law.
Reviewed by Jason
on 16th Jan 2014
Have just been on the phone for 4 hours trying to get through to a
represantative , keep on getting the same message , that t-mobile has
too many calls to connect me. Woke up this morning and all of my
minutes , texts and internet had vanished , leaving me without the use
of my phone unless i topped up a phone which had over 400 texts and
300 minutse and unlimited internet when i went to sleep. Have been
trying to get in contact with someone from t mobile for 6 hours now
all together and have not been able to speak to one person , simply
robot after robot giving me unhelpful automated suggestions which have
nothing to do with my problem , like reboot my phone...
Reviewed by Anna
on 16th Jan 2014
I would not even give tmobile a poor, I would rate them as ABSOLUTELY
SHOCKING. I am disgusted with the customer service you recieve. I have
been a tmobile customer for 5 years and they have just continuously
declined in their ability to provide a good service. Summer 2012 I
signed a 2 year contract for an iphone4, At the time of signing we
gave my mothers account details and name, as the account holder, but
were told if we wanted to change it would be a simple process of just
calling up and saying so.
We called up to
change account details and customer services insisted we would have to
visit the store. We then visited the store and were told by the staff
at the store we'd have to call tmobile, so we did on the shop phone.
The staff at the tmobile store also told us there would be no fee to
change over account details, (there was no mention of fee's to change
account details when we asked at the beginning of the contract.)We
then endured a painful hour phone call of mostly talking to automated
machines and being put on hold, the phone cut out twice, extremely
frustrating. Eventually we spoke to some one who said they would do a
credit check, put on hold for another 30 minutes to be told credit
check offices were shut. I then recieved a call on sunday night at
8pm, saying my credit check had gone through and tmobile demaned
£100, which was to 'check there was money in the account, and
the bill would pay for my next 3 1/2 tmobile bills, I wouldn't be
charged until the end of april for just £9. I tried to login to
my account the next day and was unable to. Tmboile after all that had
taken my payment and not even changed the account name or details.
Called tmobile again, another 25 minutes on hold...to speak to someone
who changed the accounts over, and then confirmed on the phone no
payment to be taken until april 2014- due to the £100
Today I recieved a bill.
...now back on the phone and Have been on the phone to tmobile for 1
hour 30 minutes (25 of that has actually been to people and not on
hold)... They are now saying I have been 'misinformed' they have taken
£100 just to change account details and will continue to charge
me every month.
Currently trying to get the contract ended
(still on hold)
Wouldn't want tmobile to take 1 more penny from
ABSOLUTELY AWFUL SERVICE. DON'T EVER SIGN UP TO TMOBILE.
Every person you speak to has different information, totally
unreliable as well.
Reviewed by Martyn
on 3rd Jan 2014
I have just been on the phone for 2hrs and fifteen minutes trying to
find out why I have been charged £276.42 I have spoken to 4 people and
been cut off 3 times. It's very frustrating and annoying and a waste
of my time. This is the first time that I have needed to call them in
the 10 or more years I have been with them. Our phones do not work in
the house. A poor excuse for a communications company
Reviewed by Alamo
on 29th Dec 2013
Absolute awful company. signal is terrible, will randomly cut out even
in cities would never rely on it for emergencies, 3G goes down 'when
used too often' genuine quote from tmobile, wtf! They try and convince
you it's a satellite/aerial problem and is being fixed when it's
exactly the same weeks later. Got my bill wrong on multiple occasions
forcing me to ring up and sort it throughout the year. Was with O2
before and when my contract is up will be going straight back to
Reviewed by aeee
on 24th Jul 2013
Reviewed by Derek Smith
on 18th Jun 2013
Having been a customer with T Mobile UK for over a year I decided to end the contract early, as there was better deals on the market. I duly paid the remainder of the contract on two handsets and £60 to get the unlock codes for the two handsets, this is when my woes really started. Codes were requested in 18th Dec 2012, heard nothing from them so contacted them on 13th Feb 2013 got told some mistake had happened and the codes were not ordered. Still hadn't heard by 8 March so called again, most apologetic will get it sorted. 11 Apr comes round and still no codes, phone again got told there has been some mix up again, promised it will be dealt with, I wanted to talk to supervisor and was told none are available, one would phone back. They never did. 14 Apr receive email from them with one unlocking code - what do I have to do?? Left it until 10th Jun before contacting them again as work had prevented me from keeping on at them, was told that they were sorry but there seems to be some problem again, by now I'm furious and want to talk to supervisor, none available, no call back either despite it being promised. Call again 18th June as have not received a call yet from the elusive supervisor, after a long call with customer support, I am promised a code within 24hrs, believe it when I see it. Supervisor did call back after a few hours but wasn't prepared to even admit blame on their part and would not offer a refund on the unlock code that I have not received, never mind all the cost of the calls to the customer services trying to get the issue resolved or the depreciation of the handset. After this carry on I would never use T mobile again, and would advise others to pay heed to the overall rating that T Mobile has received, it's low for a reason.
Reviewed by Scott Lawson
on 11th Jun 2013
I was fairly unimpressed with T-Mobile but they managed to hold onto me as a customer with a fair price plan. Less than a month into my new contract, I received a text telling me my price plan would increase by £1.18/month. I called their customer services to complain to be told by a very rude representative to "read your terms and conditions" which I did. I then tried to cancel my contract, as it stated in the terms and conditions that I have the right to do this without incurring any additional charges if in response to a price increase. The service I received from this point was worst than abysmal! I spoke to three reps including one supervisor, all of whom said they'd call me back when they'd looked into it....none did! I finally tracked down the supervisor who denied I'd ever received a text stating that the prices were to go up so I was unable to leave. I have NEVER received such bad customer service and will be leaving T-Mobile as soon as I can (NOT paying th e £480 cancellation charge!!!)
Reviewed by Shama Cooper
on 10th Jun 2013
I renewed my contract last week. I had my long standing discount taken away from me (I have had this line since 1999) as I wouldn't move to EE on a £50+ per month contract. I got my new phone within a few days along with a pay as you go sim card(?) with a new number. Nothing about this was mentioned at the time of ordering. My new phone required a micro sim, and my current sim card was a normal sized one. I waited a few days in case the new sim with my actual number arrived separately and then gave them a call only to be told that T Mobile had run out of sim cards. I was advised to use the pay as you go sim card in my new phone and that if I wanted a micro sim with my current number I would need to go and pay for one at my local branch. This whole episode seems bizarre! I have had to pay more per month to upgrade my phone and current contract (by upgrade I mean pay more per month and get less in terms of package than my previous deal), and I now have to either pay more on a pay as you go to use my new phone, or pay to get a new sim card?!? I am now having to travel with work for the next few days so will not be able to get a sim card with my n ew number until I get back, at which time my cooling off period will have lapsed!! Really regretting signing up to these cowboys for another 24 months.
Reviewed by Mohammed
on 18th May 2013
They run their company like amateurs! I cant do anything! My bill came to £60 and im on a £15 pm deal! No one can tell me why! What is wrong with these retards! Please for the love of God do not sign up to tmobile. O2 are alot better, they actually know what they are doing!
Reviewed by Jon
on 11th Feb 2013
One day I made the mistake of taking out a contract with T-mobile, that decision has plagued me for the last 2 months of 2013. I decided (why!) to take out a contract and defect to Blackberry from Iphone. Place online order and recieve a delivery date (with no SMS)...I leave it a few days! Nothing. Phone Customer services who informed me I should had paid a deposit. No problemo, place deposit and receive phone...YAY! Start using the phone, its not good. What was I thinking. Ok send it back, its within the 14 days cooling off period. I explain that I wish to continue the contract and merely change the handset. No problem! (Said cust services), send it back (paid for the postage myself) and wen't back to my old iphone if which I had to pay for the sim card myself with no refund so just to sort me out temporarily I spent £20 just to get rid of the thing. The phone has taken a little longer to 'process' and I am advised to call back every day until they get it, in fact its taken another week. So about 12 days for them to process the phone though it had been received the day after I sent it. So they finally receive my phone (after calling them every day)and tell me I can go into my local (Leamington Spa) EE/T-mobile store and I merely swap over the deal, i'm given my policy number and account number, fabulous...so efficient and simple. I walk in and am greeted by some miserable 18 year old, with long copper hair and some brick on a strap round her neck,who looks like she hates work! I get the whole..."Oh there is no upgrade option on your account", My response "I've just been on the phone to head office who tells me there is a note on my account", she responds "Sorry, we don't deal with head office".....REALLY! So I get back onto the phone....get through. It turns out that my contract was actually terminated (even though I made it clear and a note was placed on my account not to do so!), so customer services would see what they could do for me to reverse the issue. The call operator could clearly see the note that had been made and confirmed that they had not read the notes on my account. She told me she would speak to her manager and they would call me back...that never happened. Next day, which is now the twenty first of Jan, same thing again...I call customer service, ten million options in the automated labyrinth. Finally get through to someone (after 30 minutes) who tells me that they can go ahead and amend the phone contract (wow! that was easy!) so go forth and order my Iphone 5. She then tells me she will see if her manager can process the application faster through credit control so I get it the next day, "I'll call you by four"....its now four fifty, nothing. Oh the phone rings. Its her manager, he tells me that he has gone out of his way to call me (he's doing me a HUGE FAVOUR and been in meetings all day) however there is nothing he can do, as my last contract ended and a new one was attempted within 24 hours they wouldn't process the application. Ok, but you ended the contract against my request...then tried a new application without my knowing which could effect my credit rating. We called it quits and I was told I would get my deposit back within 3-5 working days (Though it could take up to 14)...Ummm ok. That day I sorted out a contract with Three...quick easy, upfront and got the product within 24 hours! Brilliant. Next day I call T-mobile again (on my shiny new Iphone) to update my new number so they can contact me and to double check they had cancelled the Blackberry contract. All confirmed, will have my deposit back within 14 days. So I wait and wait and wait.... Its now the 4th Feb (14 days) and nothing!. Once again, call customer service...enter the labyrinth of options, none for customer service on there though. Finally I get through to someone who tells me that my phone call on the 22nd of Jan the amount was credited onto my account but not processed to come back to me. The phone operator had confirmed it was T-mobile's mistake but there was nothing they could do as it was being "Processed" and that she wasn't "Lying to me", even though I never suggested anyone was deceiving me. I just wanted someone who was competent. It's ok, you should receive it between 3-5 days but could take up to 14! REALLY...that means due to your company's incompetence I will have to wait up to a month for my money back. The manager can't process it any quicker, its being 'processed' A few days later, I take to twitter to vent! @Tmobileuk, fabulous, they're getting someone to look into it and it should be with you in a few days. Fabulous. I can't through to a UK based customer services so Twitter always works. Roll on 11th Feb...Nothing. Contact tmobile via twitter, my tweets are deleted and customer services are ignoring my messages, even though they are pleasant. Call customer services, I get told it should be with me by the 13th Feb. Not good enough, but they can't do anything. My verdict. I would rather be phoneless than use T-mobile, Orange or EE ever again. I run a brand and will make sure that we don't use their services and we will be telling our clients.Being with network Three has restored some faith, customer service is great and responsive. Quick and not fathy, oh and they respond to emails and call you back. The sad reailty is, I am not one to complain about things because its too much hassle but these guys deserve it and I woud hate other people to go through what I have been through. Save your money, time and stress.
Reviewed by Bob
on 3rd Feb 2013
It has nothing to do with race, sex it disability (look at previous comments), T-Mobile has the worst service. Just charged £10 for renewing contract but didn't tell me!
Reviewed by Edd Wolsey
on 10th Dec 2012
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. 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 story. 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. Of course 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.
Reviewed by Lewis from UK on 10th Nov 2012
My dealings with T-Mobile didn't start well when I first setup up my
contract 8 months ago. I signed up to a £15/month online sim only deal
with £5 discount (£20 down to £15). I got unlimited calls, voicemail,
unlimited texts and 1gb data. This 1gb data was download only as browsing
and email were unlimited. All in all I was chuffed with what I was being
offered. I went through the chat interface on T-Mobiles website. Anyways,
got the sim card within days and was ready to go. When my bank balance
showed up as paying £20+ a month I called T-Mobile to complain. Luckily
I saved the dialogue from the chat screen (just in case). I sent this
to T-Mobile who honored the deal. Initial I never got the discount,
nor 1gb data (500mb) and no voicemail. All was well and they gave me
an extra which I forget now.
After being with T-Mobile for 6 months I got a call as I was eligible
for an upgrade. I wasn't gonna complain with that. I was asked if wasnted
a handset as I only had a sim only deal. I said I was waiting for the
iPhone 5 before making a choice on handsets. So in the mean time they
set me up on a £22/month deal. All inclusive, all unlimited including
downloads and streaming. Not a bad deal at all. online full monty sim
When the iPhone 5 was released I called them back up. This time speaking
to someone far far away. They said I had no option to get a handset
as I was on the sim only deal. I got escalated as I wasn't happy. This
put me through to someone at home in the UK. This person was very helpful
and tried her best to work out who said what and why. Unfortunately
nothing could be done. Alas, I was left with my trusty iPhone 4s. A
good phone. As I was looking for a new phone, with a slightly bigger
screen etc I decided to look at buying the iPhone 5 outright. After
looking into exactly what it has over the iPhone 4s I decided to leave
the Apple family and became a Samsung Galaxy S3 fan. Android is good.
Not quite as good as iOS but definitely better than it use to be in
the early days. The SGS3 is a great phone. Just the right size and does
what I need.
Oh, back to T-Mobile. I see a lot of bad reviews. Maybe I have just
been luckier than some. Joining Orange to become EE I don't think is
a bad thing, well, for now. O2 are no better with customer service.
Vodafone, haven't been with them for years and I don't think I'll go
back as long as T-Mobile/Orange/EE keep my deal as it is and/or better
My contract suits my needs and handset.
Reply by Simon
on 11th Feb 2014
Good luck, until something goes wrong. Then you can get ready for a world of pain.
Reviewed by Rich P from Uk on 10th Nov 2012
I was with T-mobile for 6 years, constantly dropping calls in my home
when I 1st explained that this was down to the aerials in modern phones
(Galaxy 1, HTC sense & blackberry touch all had the same problems at
the same time) they blamed the phones as being broken! They don't listen!
Vodafone & Orange use wi-fi in your home to boost the signal if it is
a problem with modern phones. I had to use my ancient Nokia from 8 years
ago which never dropped 1 call.
My 24 month contract has finally ran out with them, not living in a
city, I won't receive the 4G & would rather wait for the prices to come
in to real world prices anyway, waiting 10 seconds for a utube video
to load doesn't really bother me & everything else is fast enough on
wi-fi. Bye Bye T-mobile & good riddance.
Reviewed by Phil from UK on 23rd Oct 2012
Have to agree with RS2000 as I have been with them for more years than
I can remember but the customer service has just disappeared recently
and they don't care at all about offering a deal, it's take or leave
it attitude, well guess what I'm leaving. Reading reviews on this site
seems they are all rubbish but got to use one of them so off to 3 on
an iphone allyou can eat deal that beats t-mobile hands down over teh
2 years. Rest offamily will probably leave them if they are treat this
way as well.
Reviewed by James from Scotland on 13th Oct 2012
I had been with T-mobile for over 10 years on various contracts with
several phones and had no problems. However when my contract expired
this year they offered to increase my price along with the less than
attractive incentive of either keeping my old phone or "upgrading to
an end of line phone" that was as outdated as the one I already had.
To top all this off they automatically renewed my contract anyway without
my say so and overcharged my with 2 months payments.
I cancelled this and left them £70 worse off.
02 / Tesco is far better
Reviewed by waseem
on 3rd Oct 2012
Watch out people they have all sorts of hidden charges Administration fee When t Mobile rep can't answer your questions they will simply tell you to **** off these are exact words. They took extra money out of my account without my authorization Refuse to refund it took them 14 days to get refund Also had an issue whilst obtaining pac code Had a faulty handset sent it for repair 2 times on third occasion it has magically has liquid damage. Do not buy t mobile
Reviewed by Meeking from British on 2nd Oct 2012
No problems with t.mobile
Reviewed by RS2OOO from England on 25th Sep 2012
I've been with T-Mobile since 1994 (Mercury, then Mercury 121, then
121, then T-Mobile).
Considering Orange are the worst company I have ever dealt with, took
legal action against them once and won, the thought of the 2 companies
merging put shivers down me.
And for good reason. Coincidentally or not, T-Mobile's customer service
has gone rapidly down hill. The options in their customer service menus
send you round in loops making it practically impossible to speak to
a person, and when you eventually get through to one (who will be based
in Philippines, India, South Africa or Canada) you have a high probability
of either being cut off, or simply lied to to get you off the phone,
or as in my case when my new phone arrived faulty, made promised of
being provided with a replacement new phone that never materialise.
After I sent my faulty phone back 3 times over the course of 6 phone-less
Weeks, and received the same faulty phone back each time, I decided
to email the European Director of Operations directly. His PA rang me
back within 30 minutes and a replacement phone was delivered the next
Service like that should be expected as the norm, not by having to contact
My attempts to leave T-Mobile this year were equally sour, but being
seconds away from signing up elsewhere, I rang back for the PAC code
(3rd attempt at doing that), and got through to someone in Wales who
talked absolute sense and knew what they were doing. Within minutes
they'd offered me a deal I couldn't refuse: HTC One X, 900 cross network
mins including Voicemail and 08 numbers, unlimited Landline calls, 500
texts, 750MB data all in for £27 p/m over 24 Months.
Based on the fact that reviews of other service providers are almost
as bad if not worse, and the deal couldn't be bettered elsewhere, and
the fact that my phone always has full coverage/connection throughout
my area, I decided to give them one last chance.
2 star rating is based solely on the quality of coverage in my area.
If it wasn't for that, I'd rate zero.
It's also a poor show that it's an industry where we have to settle
for the provider that's "least worst"!
Reply by RS2OOO from England on 5th
As a follow up, I'm almost regretting staying with T-Mobile now. Didn't
receive delivery of the phone, after hours of calls to a disinterested
T-Mobile I ended up having to chase up the courier service myself. Turned
out the phone had been incorrectly addressed to the opposite side of
the country. A 50 mile round trip to collect it in the end. The packing
slip detailed a £26 handset charge and a £4.50 delivery charge, neither
of which had been mentioned at any point when agreeing the contract.
Phoned T-Mobile to question it, 30 mins to get through, explained situation
and was cut off. 2nd time the call dropped after 20 mins of waiting,
3rd time and another 20 mins waiting, cut off again when explaining
the problem. 4th time, I get someone nice who deals with the situation
and agrees to refund the charge. 2 hours on the phone in total! Now
stuck with them for another 2 years and praying I don't need to call
Reply by akma36 from UK on 20th May
You wanna leave, leave, don't talk
Reviewed by Kay from UK on 21st Sep 2012
Been with T-Mobile for 2 years and, before a 2 year stint with O2 (I
wanted an iPhone), 5 years. Good coverage and great customer service,
can't complain. Won't say outstanding - there is ALWAYS room for improvement.
Reviewed by Jo from England on 20th Sep 2012
Coverage-wise T-mobile have been really pretty good. My big issue is
with their customer service. If you ever need to phone up you get stuck
going round in circles on the menu's never actually able to speak to
someone. On the off chance that you do manage to select an option which
puts you into a queue to speak to an advisor that's all it is: an endless
queue. I've tried to register to use my account online as well but unsuccessfully
and when I try to ring for help, guess what happens! I have never yet
managed to actually speak to anyone - quite frankly this is appalling.
For this reason I am now intending to move networks, it is a real shame
as without this issue I'd be more than happy but I can't spend another
2 years unable to speak to my service provider if I have a problem.
Reviewed by Ryan from England on 1st Aug 2012
I have no issues with T-Mobile at home or in London. But recently went
to Swindon and had no signal at all and was constantly locked onto Orange
2G signal. Couldn't get 3G for the life of me. I hope they improve this
over time as for topping up £15 I get unlimited texts, 500mb data and
keep that £15 as credit which no other network can touch. If they improve
their signal in certain areas it'd be 5 stars but sadly they are lacking
in some areas. Also I find their CS and responses to emails very good.
Signal is their only downside at the moment.
Reviewed by Graham
on 13th Jul 2012
Joined from 3 after four years due to 3 not being able to do me a good deal on the S3 and I have to say I have been impressed with t-mobile so far, they do not charge for internet browsing on any tarriff the call centre is in Wales and are very helpful. Download speed to close to 4000kbps which is great and the coverage I get is as good if not better than 3 which in Mid-Wales has been excellent.
Reviewed by petr
on 13th Jul 2012
i could not get an upgrade to the note from t mobile direct,so i went for a deal through carphonewharehouse.couldnt keep my number.so deal was 21pounds per month 4 300mins 500texts unlimited internet.l called t mobile to check fair use policy told i had 1.5 gig.called t mobile today they told me fair use is 500meg.how is that unlimited plus i checked.now im stuck for 24 months they barefaced lied to me both companies. Heed my story and never use t mobile. what they have done is immoral and close to illegal.
Reviewed by as012a2568
on 7th Jul 2012
Warning. If you are going overseas from the UK you might like to think about de-activating your international roaming with T-Mobile. We took a holiday over in Turkey and ended up having £500 deducted from our account by direct debit for call charges that were supposed to have been on a local sim dual sim mobile phone. Apparently the hand set they supplied allowed international roaming on the T Mobile sim but would only accept a T Mobile sim card. We phoned customer service and were kept on the phone for ages. We were told they would look into the bill and re-calculate it and get back to us. One week later guess what - no news. We phoned them for them to casually tell us that they had decided the bill was valid. I have cancelled our direct debit with this awful company and will not renew or ever use them again for business or private use. The call charges are pure extortion and well above normal European call charge rates. You will get a much better minute for minute deal with 02. Daylight Robbery. Avoid like the plague.
Reviewed by Yeasin Mohammad
on 16th May 2012
I have ordered a new contract phone from T-mobile and T-mobile used UK mail as a courier. UK Mail suppose to deliver my new phone on 20/04 but I did not receive the phone. T-mobile sent me consignment number when they delivered the phone to courier and I have checked the consignment number by UK Mail website and found the Parcel delivered and received by Mr. Ali. There is no one name Ali at my address and even I don’t know anyone name Ali. I have contacted T-mobile couple of times regarding this issue and the outcome is zero. T-mobile told me that UK Mail confirm them the parcel was delivered right address and right person. My name is not Ali or we are only two people living in my address and I was at home on 20/04. So how they delivered the parcel to me or my address? My personal opinion is T-mobile helping UK mail to do something wrong. I am requesting all customers beware UK Mail and T-mobile relation.
Reviewed by catherine mc cormick
on 12th May 2012
t-mobile were a great company in the beginning.i have been with them for 15 years.just recently their customer service has become awful.customer loyalty means nothing to them.this will be my last contract with them.
Reviewed by h piperwann
on 10th May 2012
t mobile never listen to disabled customers who the evil goverment has made cuts to disabled people money.and because a disabled like me is behind payment t mobile has cut me off. i have a disabled wife who try to call me and the evil t mobile has cut off my in coming calls i told them that i am on the dole and i get my money every two mouths so i always pay my bills every two mouths but they don't care at all for disabled and ordery customers and that is my opinaion
Reviewed by Alex Evans from UK on 5th May 2012
I have just brought my HTC Desire s on tmobile and so far I have not
lost signal once. When switching my number across the custemour survace
was very helpful and got the job done quickly and without any problems.
Reviewed by Victoria from Wales on 3rd May 2012
I was previously an orange customer and decided to go for a change when
my contract came to an end and the deals I was offered were expensive
in comparison to tmobile deals. However after being with tmobile for
about a year now I can't wait for my contract to end to jump this sinking
ship. At first I was blaming it on my innocent HTC Wildfire however
after talking to other tmobile users I soon realised that i wasn't the
only one whose signal cut out randomly in 'full signal' areas while
standing still. The Internet is also terrible, it can take up to 3 minutes
just to open a page, and most of the time the signal is so weak it just
gives up and tells me there is no Internet connection. I also found
it impossible to take the child lock off my Internet because I don't
have a credit card, finally figured that one out, and the final thing
that gets my goat the most is the 10p charge to use the answer phone,
a service that I had free with orange. Overall I think it is a terrible
network and will be looking into more than just price next time I get
a contract, cheap is not always cheerful!
Reviewed by diane from south wales on 3rd May
Complete rob-dogs overcharged twice on a account which had been paid
off and cancelled, only to be told wait thirty two days for a refund
no way. Customer service is rubbish they are surly and rude and virtually
impossible to get hold of don't bother with them
Reviewed by babar
on 22nd Apr 2012
i am not happy at all with t-mobile many hidden charges bad customer service poor signals
Reviewed by Supasmith
on 20th Apr 2012
They won't talk to me by e-mail even though I have a speech impediment that makes phone calls difficult. They closed by emergency PAYG phone down without warning and stole the amount left on my account. Why? I wasnt using it enough! They mentioned their regulators recommendations and pointed to T&C's. Do they think I am stupid? Recommendations are not requirements and T&c's cannot overule the law of the land regarding theft. Only interested in sales. No customer service. Never again!!!
Reviewed by Geoff from England on 20th Apr 2012
Halfway through a 2 yr contract and t-mob have increased the tariff
due to inflation! And sure enough, its there in the t&c's. They can
do it. Have asked in various phone shops, and it would appear they are
the only provider to implement this. Be Aware! The price you agree at
the start of your mobile contract with t-mobile means nothing!
Reply by clive from uk on 2nd May
Orange did the same about 3 months ago. Same company i know.
Reviewed by Jen from UK on 19th Apr 2012
I was with T-mobile for about 4 years and started to have trouble with
signal when I moved to University in my house. I was told the coverage
was "excellent" in the postcode I was living in, yet I couldn't call
anyone or receive calls.
I kept contacting t-mobile to fix the issue aswell as going in store
to have the phone (Sony Ericsson Vivaz Pro -WORST PHONE EVER by the
way) sent off for repair only for it to come back with nothing done
as nothing was wrong. So the problem HAD to be with the provider. I
kept being told to call 150 from my handset, even though I couldn't
and they didn't seem to understand that I COULDN'T MAKE CALLS. This
was all over e-mail, and it was only when I demanded a new phone several
times after there was a number of attacks and break ins in my area and
I was scared that if I got into trouble I wouldn't be able to rely on
my phone for contact. After telling them this, I finally got a new phone.
But the problem wasn't fixed and I still couldn't make calls in my house
and the singal was still generally bad everywhere I was.
Eventually I saved enough money to buy myself out of my remaining 7
months of a 18 month contract and currently using the advice on here
to find a new provider. Hopefully the next one won't be as troublesome!
Reviewed by J Rich
on 16th Apr 2012
After 7 years in which I have seen my plan increase year on year without an offer of reduction and having to take T-Mobile to CISAS and claim back £200 in over charging that they disputed, I am now looking for a honest and reliable phone provider. T-mobile, despite an advertising slogan of offering a 'fixed tariff' are now increasing my bill further because of a small print in their terms and conditions stating that fixed prices can actually be increased and decreased with the level of RPI. Though I never saw a reduction in my bill when RPI fell into minus figures during 2009-2011 and when RPI was at its lowest levels for decades. The company seems from my personal experience intent on milking customers for all they are worth and offering little in support. My mobile bill is confusing and a request for a proper breakdown of costs to T-Mobile resulted in several repeated requested emails of which I am still none the wiser because they were reluctant to answer my questions and avoided simple answers. Even my latest request on how to cancel my contract with T-mobile on its maturity seem to be something that they are unwilling to disclose. I am aware that they are guilty of deliberately extending a contract an additional month for profit if customers do not notify them at least 30 days before the final contract month. From my experience - Avoid T MOBILE
Reviewed by me from uk on 16th Apr 2012
Been with Tmob for years, they have been great. Excellent customer service,
network coverage and loyalty discounts at renewal. As an ex-Orange customer,
I know just how good Tmobile are. Orange was an *absolute* nightmare
on all fronts!! I hope Tmob can teach Orange how to treat paying customers
now they've tied the knot...........
Reviewed by Ange
on 12th Apr 2012
My story is that my stuipd phone has had a mind of its own after having it for 6 months on a 18months contract. It turns itself on and off. Makes calls and goes on the internet without even being anywere near the phone. I had taking it to T-mobile on 3 occasions to have it wiped and re-booted yet it still continued to happen and they refuse to change the phone. Then to put the icing on the cake they've charged me for the times the phone went on the internet and basically said 'Ah well, what we can do is give you free internet connection'. But what about my beeping charges for a phone that has a mind of its own and you know about it but still took my money out. I have now cancelled my contract and would tell everyone not to join with them. This is the worst service I have ever had with anyone.
Reviewed by Graham Nicholls
on 10th Apr 2012
Avoid this company like you'd avoid a putrid corpse. Customer service is an oxymoron to them. Promised callbacks don't happen. Service is appalling. 28 _working_ days for an unlock code for an i-phone is ridiculous. 1 month (calendar) still no code, and no real expectation of getting one. Look, T-mobile, I'm a reasonable man. I'll pay what's fair. But that goes both ways the impression I have of your company is that you are a bunch of scamming cheats. I anti-recommend you to everybody I know, for your dreadful customer service. I don't get that there's no space in the market for a provider who offer good customer service - I'd pay an extra couple of quid a month for that - wouldn't most people?
Reviewed by matt
on 5th Apr 2012
I can't tell you how much I detest T Mobile. They have zero interest in the customer experience and utilise off-shore robots at the sharp end of customer services. They now have the gaul to fleece loyal customers by increasing their monthly plans at a time when their customers are experiencing economic hardship. They are an inept brand who don't deserve their customers. I certainly won't renew my contract with them or any brand associated with their paren Everything Everywhere
Reviewed by vish
on 24th Mar 2012
T-Mobile - 'We can't improve, go to ofcom' I took a 2 year mobile contract with T-mobile in Aug 2010. In September 2011, I moved from postcode SE7 8AY to my own place at SE7 7FL, both in London, just 10 min walk apart. Since then I got sub-standard service from T-mobile with calls dropping and network fluctuation, incoming calls going direct into voicemail. The problems persists outside the house too. I reported about this problem in Oct 2011 and I was made to run from one department to another with long holds. I was promised call-backs which I never received, leaving me to chase them every month. Finally, on March 24th 2012, Shaun from the technical team confirmed that they cannot improve the (T-Mobile and Orange ) network in the Mask around postcode and he cannot help me. I am free to go to ofcom. It is important to note that , 1)SE7 7FL is 10 minutes walk from Charlton station which is zone 3 of London. It is not some rural area. 2)Vodafone and O2 have good service at this postcode. 3)T-mobile accepts the fact that their network in that mask is bad. 4)They want to hide behind the fact I moved from the original postcode no matter how close it is. 5)After 6 months of bad network, they still want me to pay the termination charges if I want to leave or keep paying 30 pounds every month till August 2012. So unfair. Avoid T-mobile at any cost. They will sell you services on the name of unlimited usage without having a real bandwidth to provide it. Along with the bad network, You'll never get anything above 500mb in terms of Data in reality.Stick to O2 where you pay for the services you definitly get. I am complaining to ofcom aboout it and seeking some refund from T-mobile. Vman13.
Reviewed by fatmonica from england on 10th Mar
I cancelled my contract with Tmobile.Three months later they were still
taking money from me.I asked for my PAC code when I left then didn't
take my number with me.Apparently this was me agreeing to continue with
the contract!No-this was me changing my mind.They have evaded my emails,their
replies are rude bordering on aggressive and they point blank refuse
to refund the money.They have even taken extra charges for these three
months.How can I incur extra charges when the number is not in use?
As a 'gesture of goodwill' they have agreed not to take any more money
but will not refund what they have fraudulently taken.
Reply by JT from UK on 2nd May 2012
TMobile are right. If you ask for your PAC and don't use it within the
given timescale (usually around 30 days) then your contract will carry
on as normal. Unlucky!
Reviewed by cc
on 24th Feb 2012
Absolutely appalling customer service
Reviewed by John from Uk on 24th Feb 2012
I blamed my iphone3gs for bad, or pooor reception but seems is not just
me, signal drops alot if i set my phone on manual on t-mobile network
i lose completly the network every couple of minutes standing still
outside and varies from 1 line 2g to maximum and drops along the way,
t-mobile I ve joined 4 years ago is worse and worse signal wise... I
will change as soon as posible... Sometimes in london I have signal
and i cannot get a text through, hangs when i want to initiate a call
and so on...
Reviewed by cc from uk on 24th Feb 2012
Terrible terrible customer service.Wait for 20 mins then cut off for
no reason-appalling.Look elsewhere
There should be a 0
Reviewed by john
on 16th Feb 2012
i wish that there was a 0 setting because t-mobile are the worst. let me say my story well i was already on t-mobile had no problems untill i wanted to upgrade to a blackberry. so this guy comes on the phone and tells us unlimated texts, 50 mins, unlimeted internet all for £15 a month and insurence (newest blackberry curve 9360). so the phone comes and its a blackberry curve 8520 i'm not happy so i send it back and complain. we say that this guy who sent us the phone lied about the phone and they said that he never said anything like that. blatant lie. so then we go and speak to managers and head supervisors and they apologise and say we can cancell with t-mobile. so the next day we call again and to the retraction team to ask for the puk number. they tell us that we have 6 months left on our contract. i argue for about 3 hours untill one of the t-mobile people swear at me. then they hang up i call again cancell my debit account. they send me letters and i put my account back because i don't want to get a bad credit review. so now after they lied to me about 5 times i am paying 7.50 every month along with my vodaphone contract that i got so now i pay £21 months caude t-mobile are lyers. we should put them out of buisness suely this isn't legal.
Reviewed by S Diggens
on 13th Feb 2012
I got a T-Mobile contract over 4 yrs ago, when instore they said it would have perfect signal but when I got home I struggled to receive one or two bars and couldn't make or receive calls properly. Being December and pregnant, gave birth to my daughter so couldn't get into store within 30 days they wouldn't cancel contract for being a couple of days over. Still 4 yrs later a dispute is going for me to pay outstanding balance. i would avoid T-mobile at all costs especially as they dont' respond to emails, calls or letters !!
Reviewed by Lemon girl from england on 9th Feb
last time i checked, T-mobile were charging about 50p per text!!! Lost
£15 credit in 1 week, even though i only sent 5 texts!!!
Reviewed by James from uk on 7th Feb 2012
Since the merger with orange the siganl has been rubbish. I'll be leaving
as soon as I can
Reviewed by Danny
on 6th Feb 2012
Have just finished contract with T Mobile after 2 years. Couldn't wait to move. misold me the contract. Told no charge for voicemail but charged every time. Complained and told tough despite having written evidence! Phone never worked properly from start. Tech guys didn't know what was wrong with it and it took a year to get email! missing texts, phone calls not received and coverage not great.-not as good as others. Having trouble getting my PAC code now to LEAVE. Phoned twice, waited 20 minutes each time!!!! NEVER NEVER will I ever go to T Mobile again. Be warned. I went back tempted by a good price deal-not worth it, even though I had similar issues before. I had forgotten how bad they are.
Reviewed by Jean from UK on 1st Feb 2012
I've been with T-mobile for several years and the signal in my area
has got worse and worse recently. Presumably this has something to do
with the merger with Orange.
I used to be able to get a signal at home most of the time, even though
a nearby mountain doesn't help. Most of the time now there is no signal
at all, or maybe one or two bars occasionally.
I do not use the phone with internet so have no idea if that is any
better - doubt it very much!
Looking for a different network asap.
Reviewed by Yan
on 23rd Jan 2012
To Dave... deposit for overseas calls do not make sense! I used to be on a sim only with orange and never had such a problem... It is ridiculous to offer international call booster and then ask for a deposit. Furthermore, the credit rating are insane in this country. I've got none as I never borrowed money or owned a credit card.Therefore, I am less credit worthy of the person who has a number of loans with the same salary! To sum up, T mobile customer service is far from good. It was just like speaking to robots.
Reviewed by Monty wakey from UK on 16th Jan 2012
T-mobile has got worse since the merger with orange. The signal is ok
but the data connection network is rubbish. In the last 2 years i've
had nothing but trouble connecting to the data connection network and
t-mobile insist there is nothing wrong. Sometimes it takes an hour for
the problems to be rectified but most of the time you get disconnected
and find you can't reconnect. T-mobile are blaming my sim card for the
trouble but the sim is only 6 months old and was a replacement for the
one they provided me with only 12 months ago after the faults kept coming
back. T-mobile customer service is the worst i've come across and even
more so since they started using call centres in the phillipines. The
data netwok is pants on 3g so in my opinion avoid using t-mobile data
network for your internet. The only good points to note about t-mobile
are no charging after you have reached the fair use policy and free
boosters with contracts
Reviewed by dave
on 15th Jan 2012
I came across this and was having a read of how upset people are with t-mobile. I used to work for t-mobile in the contact centre and feel I need to share some home troths with you regarding some issues high lighted here. 1. Why are people saying they always pay there bill on time and think they are entitled to more because of this?? its a contract that’s kind of the idea you pay your bill within the 14day time period...........all you people out there do you ring your mortgage company and say "ive paid my bill every year give me a discount!! The answer no why? Because your meant to pay it on time!! 2. Deposits for over seas usage. please understand the people that are saying this have a low credit rating and basically are protected from running up a high bill you don’t get a credit card and say what limit you want do you? You are set one according to your credit status that’s how companies work. 3. LOYALTY and upgrades people amaze me that they think they are entitled to the world please be realistic pay £10per month for a £400 phone? What is the point of a company keeping a customer if they are costing the business money? its there to make a profit.....I know if it was your business and it was costing you £300 to have a customer but you were generating £100 revenue you would look at that and do something about it. 4. Customer service I agree with people that some they have had a bad customer service and that is not right and should be sorted out that’s quite simple. 5. End of contracts......what is a contract?? its the MINIMUM amount of time you need to be with a company and no it does not just go off when it ends if you get a Pac code and don’t use it and then you don’t tell us you want to leave is that the companies fault?? Most services have contracts take BT home phone for example 18m contract how would you feel after 18 they just cut it off and you wanted to make a call? You would ring up and tell them how bad of a service they have just giving. I know this is a rant but people need to think they are not always right and look at thing a bit more closely before posting there views you I agree its something that may have upset you but is it because you never read the terms and conditions or you "assumed" this is how a business runs............interesting
Reviewed by ben
on 9th Jan 2012
Please keep away as far as you can from T-mobile They say free minutes to any network but this is not true. I have been charged to call 0800/0845 and if I call lyca mobile / libara mobile charging me for my voice mails network is rubbish. Every time I’m driving and using my mobile phone I loose signal. T-mobile? never ever again
Reviewed by Sayo from UK on 8th Jan 2012
I just migrated to T-Mobile pay as you go. I found out the prices to
make international call is outrageous. You have to pay £1.80 per minutes
to call Nigeria. I think they have to re-amend the charges. I am not
pleased at all with the price tariff. Thanks
Reviewed by Viv from uk on 4th Jan 2012
I've been with T Mobile for about 9 years and as each phone is upgraded
the signal is worse. I now have a iphone 4GS and the signal drops as
soon as the phone moves. I've complained but they say there's nothing
wrong. Seems to me that the 'better' the phone the less phone you get!
Reviewed by alpesh from uk on 4th Jan 2012
Customernservice doesnt exist network coverage is verry bad but and
if you ring tec team for them they have best coverage
Reviewed by Nathan Crossley from UK on 30th Dec
I have a contract with T-Mobile, I left Orange to be with them knowing
that signal was going to be merged. However where I used to get Orange
3g signal, with t-mobile I get none. Only in very few places do I get
3g coverage. My service keeps dropping out for 3g when it does, so I
drop calls and picture messages are unretrievable.
Reviewed by Missy from UK on 29th Dec 2011
Been with t-mobile for years and years, really like them. Their offers
have declined recently though. These days their freebies tend to be
limited to the weekend, like how the previous reviewer has said. But
their customer service and coverage is good.
Reviewed by Peter Rayner from UK on 19th Dec 2011
I feel that on pay as you go tariff when I top up £10 on a Thursday,
the only "freebies" I get are limited to the weekend, which is way off
the offer Tescos will allow (30 days to use a 200% allowance. I will
be transferring to Tescos unless more generous allowances are not forthcoming
Reviewed by Pete
on 12th Dec 2011
Avoid like the plague. I'm on a two year business contract, and it can't end soon enough for my liking. So far, 14 months in, I've had four phones die on me, I've been left without a phone while on business in Korea, I've been continually snubbed and ignored by T-mobile, I've tried to get a refund for the effectively a month I haven't been able to use a phone but had this completely turned down, I've even been bizarrely threatened by a T-mobile employee. I've got no coverage at home, despite their website saying I should have the highest level of coverage. They'll pick up a faulty phone the next day okay, but they'll give you a collection window of "between 8am and 6pm" - great, thanks. Just a horrible company to deal with.
Reviewed by loretta jones
on 7th Dec 2011
since i have had my phone i have nothing but trouble with it, and the first time i sent it off for repair in march April i didnt get the same phone back i used to could unlock my phone from the top of the screen, and i had a total different phone and it had other people phone numbers in and pictures of thier children
Reviewed by kim mason
on 4th Dec 2011
I hate T mobile. Having been in the US for a holiday bought 2 prepaid sim cards and it cost $41.90 for 2 useless sims that hardly ever worked, did not provide the service. At one time all charges that were mistaken charges were reinstated after a lengthy call from skype on laptop. Probably had a total of no more than 12 short local calls for this money plus 20 texts. Customer service -talk to brain dead unhelpful idiots. The most intense memory of my trip to the united states was T Mobile and how I would spread the word on my return to ... NEVER use them. Last time we used Sprint and did not have any issues. In fact I gave my sim to a friend who was visiting the next month and there was adequate credit for them to use as well. If I lived in the country I would escalate my complaint but as a visitor all I can do is warn other people. There are many providers to choose from. It would be a huge mistake to ever use T Mobile.
Reviewed by James
on 17th Nov 2011
Been with t-mobile for 3 years now, just coming to the end of my second 18 month contract with them, and i am beginning to wonder if staying with them is a good idea.. i seem to have an issue to where all of a sudden my signal will just go, cutting off my phone call if i am in one, or it takin 2-3 hours for a text to be received, tempted to go to 02, althought their signal strength is 2g only at my house.
Reviewed by Keath
on 12th Nov 2011
be careful with this company, poor customer service! I regret changing my line from o2 which was great.
Reviewed by Teresa
on 10th Nov 2011
When I signed my 24 month contract with t-mobile I was told that I have to pay a 100 Pound deposit in order to ring numbers abroad, as I havent been in the UK long enough to get the required credit status. I paid but when I went abroad I discovered that my phone was not working. THe customer service told me that I would have to pay another deposit of 150 POund in order to have network abroad. This is crazy, I pay 10 Pound a month, so by paying 250 Pound deposit I could just pay the whole contract upfront! The contract is absolutely useless and I had to pay a lot of money ringing the customer service with no result.
Reviewed by wendy lewis
on 8th Nov 2011
1 - 100 | 101 - 200 | 201 - 300 | 301 - 383 | Next 100 reviews
I took out a 24 month contract thinking it would save me money; and added my son with SIM only. We went to the US on holiday, and he found his phone (unlike mine) was not blocked, although we were on the same account; so over 2 days for a little time on facebook he accrued £350 charges. with great difficulty I negotiated their standard 20% reduction; but the next month was charged another whopping sum. I was able to cancel my son's contract because he was SIM only. After months of fruitless phonecalls, letters and emails, and the intervention of the council's consumer rights officer, finally got a legalistic response from head office. it seems I have no option but to remain for the duration of my contract. A friend has similar experience;her phone was lost, and they continued to charge her £20 per month for a phone she doesnt have and can't afford; they then sent a letter from the bailiffs to enforce payment.