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36 Reviews
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    36 Reviews
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      19.11.2014 22:41
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      • "Poor Customer Service"

      Just, Don't Go There

      I will start with the positives, there are very few - The signal strength is good, the only place I have struggled with signal strength is when I am at work. I think this is more of an issue with the building location, we are at the very back end of an industrial estate and I also have issues with o2. They also offer reasonably priced deals, I was on a monthly contract at £35 which included unlimited texts and 500 minutes.

      Now for the negatives. The customer service is incredibly poor. I broke my phone and as my contract only had a couple of months left to run I decided to upgrade early. I visited Carphone Warehouse to discuss early upgrades the lady advised me to call T-Mobile to pay the early settlement fee, which I did and was advised it would take an hour or so to go through. I re-visited Carphone Warehouse earlier that evening to upgrade and was told I couldn't as T-Mobile were saying I hadn't paid and was still in contract, I has in fact paid and my T-Mobile app clearly showed the payment, so I called them and this is where the fun started. After over an hour on the phone trying to resolve this with a member of there customer service team who clearly couldn't understand a word I was saying and who spoke very little English I ended up cancelling the contract. Now I understand that UK based call centres must be very expensive for phone companies to run but it is very frustrating as a customer to go round and round in circles taking to someone who doesn't understand and can't grasp the concept of the issue.

      It bizarrely worked out £21 cheaper to cancel the contract than to upgrade early. I think this is disgusting behaviour from T-Mobile, loyalty really isn't rewarded.

      I will never use T-Mobile, Orange or EE again and would advise everyone else to do the same.

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      20.02.2014 22:46
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      There ARE other networks!

      I got a One2One phone YEARS ago, before 3g came out. THAT became T-mobile. Eventually, to use T-mobile 3g services, I needed a new SIM card. That arrived but with a new number. Apparently they couldn't give me a 3g SIM with my old number .... well, I assume that because I got no reply to the letter I wrote to them after being unable to talk to anyone on the phone via their customer service).

      T-mobile became Ee (or did it? Is T-mobile Ee or just a "part" of it? I don't know). There appears to be no way of checking your account usage (though, to be fair, T-mobile is not the only company that behaves like this and it's hard to know if these services exist or the web sites are merely "down"). When you try and contact customer services, you are given the usual "run around". On their web site you click on "contact us" and are rewarded with a maze of "frequently asked questions" because actually they DON'T want to talk to you as that costs THEM money (and you pay 25p per minute ... do they pay their customer service people £15 an hour? That's how long an hour on the phone to customer service will cost) ... I digress ... oh ... and their web site is "flabby" ... full of unecessary "fluff", graphics, plug ins etc. so don't expect to be able to access your account details any easier using the browser on your mobile phone. You'll merely see the top of the screen saying "loading 45 or 75 items" counting up until it reaches about 60 items then you get an error message ..... oh .... and before that ... an "invalid safety certificate" warning ....

      Clicking on manage my account again rewards you with a load of options where you can manage tiny bits of your account but not find out how you managed to burn 100 free minutes and £13+ in 48 hours!

      This is what I wanted to know. It also seems that price plans you were on become discontinued and you discover you are on a new "standard" price plan where what was once a cheap option has been replaced by a much more expensive option.

      I had a Vodaphone SIM for years as well ... that died when I was out of the country for ages and forgot my Vodaphone SIM in the UK and didn't use it abroad so I finished with Vodaphone. Anyone else who works abroad a lot and tends to buy local SIM cards will also find that O2 discontinue your SIM pretty quickly. Virgin CAN do this but are pretty good. I have had an Orange SIM for years as wll and they haven't cut me off because it seems my number with them doesn't exist. It seems some of the new companies like Lyca mobile are reluctant to cut you off and terminate your SIM. I sense my days of having a T-Mobile SIM are over!

      This review is mainly of use, I suppose to people using pay as you go because their work takes them abroad so much contracts may not make sense (the insane roaming charges made having a contract with a mobile phone airtime provider a mad idea for a while). All in all, if I was to have a contract with anyone I'd go for 3 Mobile as you can use SOME of your free add ons in some foreign countries as if you were in the UK.

      T-Mobile may be great for someone regularly in an area with a good signal in the UK who doesn't travel abroad much but the lack of customer service is a bit scary. If you have free minutes on T-Mobile to burn, try calling 150 then pressing key 1 "to continue" then press key "2" for "anything else to do with your phone" then press 4 for "if you're thinking of leaving mobile" then press 2 for (again) "if you're thinking of leaving t-Mobile) and listen to the message ... this is when you get the warning you need to have enough credit to pay 25p to tell T-Mobile you can find out nothing about your phone use in your phone or online. Nothing will be fixed. You will write them a letter. You won't get a reply.

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      31.03.2013 18:51

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      I would not recommend using this company.

      I recently joined T-Mobile, and have to say that I wish I hadn't. Beforehand I was on Vodafone, which although being slightly more expensive, was worth paying the extra few pounds. Ever since joining T-Mobile, I have had nothing but trouble, every month I get the same text reminder to pay my bill. 1) I supposedly set up a direct debit when buying the phone. 2) I have since then set up a direct debit on numerous occasions on their site, both to no avail, and every month i get the same phone call with some guy who i can barely hear telling me i need to pay my bill. It's just starting to get a bit ridiculous, it's definitely safe to say that I will be looking for a new provider the next time I was to buy a new phone. The phone too, is a T-mobile brand that is basically their take of an iphone, but much cheaper. The phone is constantly being slow, the XT9 text input is glitchy and the touchscreen is just awful to use.

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      18.12.2012 12:06
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      Underwhelmed these days, but if you get a good deal they are ok

      I have used T-mobile (now EE) for what must now be going on 8 years, they were the first and so far only operator I have had a contract mobile phone with after switching from an o2 pay as you go sim card.

      I shall give a brief history over that period, I am sure my first contract was for 12 months, at that time I had a good deal paying roughly what I would on pay as you go but of course with a "free" phone to start. The phones aren't really free of course, they more than make up for it by keeping you on a contract, but at this time, paying what I was it was about as close to free as you could get. In the early couple of contracts all was well, well apart from my one main gripe at that time, the signal was bad especially in comparison to my experiences with o2.

      Moving on I stayed with them mainly due to convenience, you see some great offers of free technology with different purchases from other companies but for me I found it a hassle to have to move.

      I don't think it's something I will have to fight when my next contract ends though, I have recently renewed and regret it. The signal thankfully over the last year or so has improved, the price despite rising for a few years is now at something I am comfortable with in relation to my usage. My view of T-Mobile had though been soured with some very bad customer service, firstly in store when renewing the assistants weren't far off telling me I was ridiculous to want to pay an amount still over what I use in calls, when I said I would look around other companies their response was "you will have to do that", after 8 years I would feel I deserved a bit more. Surely their main priority now is to keep customers? Most of the population who will want a contract have one.

      This over the phone service was marginally better, the lady was at least polite and although she couldn't even remotely help in getting the monthly price to something anywhere near what my usage is she was just doing what she is told. I know you have to push things, you have to go through to cancellations before they miraculously find something that you want, and so it transpired, many calls later the cancellations team found me something that really should have been easier.

      All was well with the world until my next bill involves a strange addition, they have added money to my bill, after some research it appears two text messages were responsible. A quick Google search shows it as some scam company, I didn't respond to any messages nor did I fill in anything asking to be texted these expensive premium messages and I am the only one with access to my phone. T-Mobile basically said it was maybe a ringtone service, after 5 minutes research I read easily nearly 100 posts on forums around the world contacted bv the same tel no. and charged the same if not more for receiving. T-Mobile have placed a third party block on my phone but will not even entertain the thought of looking into the charges. All operators should do more about this.

      I am sure T-Mobile aren't the only company to have these issues, customer service is highly valued and I have really only experienced good service in this respect from a handful of companies, that is unfortunate but the way things are run these days. Long 2 year contracts certainly don't make them keen to change their ways.

      I will see out the contract and assess my options, problem is I feel they are all much of a muchness.

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      16.10.2011 22:59

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      Good company lacking the staff

      I recently got myself a new phone on contract with T-Mobile, The delivery and service was fantastic, I knew what i was letting myself in for and got lots of information. I was impressed and excited to start my contract and use their Network. Until my phone became faulty. I called on a Weds and spoke to a lady, she was lovely very helpful and full of the joys of life, made me feel like the most important customer in the world, Talked me through a phone reset and helped me set it back up, Asked me if the fault persisted which it did so she said she would call me back on the Saturday morning to see if the fault still remained and she would arrange a replacement. Saturday came and went no call so on the Monday i myself arranged a replacement, thought maybe she was busy. Until my replacement was too faulty, it was a problem no 1 had a clue about, spoke to another girl not as lovely or helpful in fact she sounded like she had been slapped with a wet fish. She said she didnt know and needed to gain some information on the problem and would call me back in 15 mins, never heard from her again had to chase it up myself and then had to go instore to fix my problem. Phone still in repair as i type and the naff courtesy phone thats beaten and broke is not acceptable!!!

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      19.07.2011 09:28

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      T-mobile is a good network, I would recommend to my friends due to the speed of the internet network

      T-mobile is a great network if you're in the UK.

      T-mobile, has excellent signal coverage, the tarfis offered by t-mobile are great, and very worthwhile having a look into before you go elsewhere.

      The only faults I can find with t-mobile is if you roam in America, I can't comment for Europe as I haven't been there. But when you go to America, I feel that you are ripped off. I was charged 40p for a text message and only 25p for a picture message which is better value and you can add as much text as you please. The internet browsing was outrageously high at £7.50 a Megabyte. The only other fault I have noticed and aware of is slow delievery of telephone orders, I ordered my new phone a few months ago on the phone, it was a Sunday, and I was told the item wouldn't be delivered until the Friday, which is a long time considering I had paid £4.95 for it.

      However, T-mobiles network makes up for this with the speed of the internet, it is very fast. T-mobiles customer service is great, anytime I have had a problem, which is rare I would phone up and i would be helped straight away and the problems would be solved then. Also, very fast.
      Thanks for reading! I hope this has been of interest to you and has helped assist you in your decision.

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      10.04.2011 16:52

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      Avoid T Mobile like the plague, they really can't find their arses with both hands and a map

      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!

      They then phoned back and managed to transfer me cancellation. They told me I'd have to pay fo recorded delivery to return the phone. I told them that I wouldn't be doing that, why should I pay for their rubbish service?

      I then thanked them for my free phone and told them I would not be paying them anything at all.

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      18.09.2010 22:28
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      Super business

      I would not want to be with any other communications company because their service is great. The reason I joined is because they were sponsoring my football team at the time but even now that they no longer do I have stayed because of the customer service.

      They used to have call centres in Leeds and in Scotland and the thing was that the people on the other end of the phone were friendly gave you good sound information and were genuine. The way they were trained made you feel like you were just chatting to one of your mates.

      I have to say that since they closed down the UK centres and moved them abroad I was expecting the service to drop dramatically. It hasn't. They are still right on the money and to be honest probable more efficient although if I am honest I do miss the personal touch. For example I remember having a converation with the guy from Glasgow about a striker we had signed from Celtic. Little things like that I will never get anymore and it was nice as people buy from people.

      But like so many other businesses they have to look at costs. I will still stay loyal to T.mobile as long as the service is upto scratch. I can get a good mobile contract from anywhere and get a good USB internet provider too in the market. But at the minute I already have one and long may my years of t. mobile loyalty continue.

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      11.08.2010 14:48
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      tmobile, uks largest network and the best.

      T-Mobile as we all know is one of the UK's leading telecommunications providers and servicing millions of customers yearly. With a customer base this high, irrespective of the amount of training they give to advsiors and members of their workforce, they will and quite often make mistakes.

      There are a lot of negative comments and reviews relating to this but not all is bad. As an ex-employee, i can speak first hand on what is faced and asked on a daily basis and beleive me, some of these heated deabtes and discussions are in most cases, down to the individuals who are making the calls in the first instance because they don't undertstand something, when looking at it, is really quite simple.

      The online service which can be signed upto by both pay-as-you-go and contract customers, My T-Mobile, is very starightforward, easy to use and can be used for all simple and generic tasks with regards to running your account. This can be to store numbers, change payment details, upgrades and top-ups and even recently, an online interactive chat service.

      I have had contracts with all the major telephony providers and by huge margins, T-mobile's customer service and complaints department are by far thee most efficient. They may seem rude or arrogant at times but if i were them, or you were them, you'd probably be exactly the same after dealing with some of the trivial issues.

      Try changing to 3 for example. Non-uk customer services which find it hard to break the english language barrier and only after contstant fighting can you actually get to there scottish call centre.

      The signal is another issue with some. Street Checker is offered with every new contract now. This means that you can check the signal/service strength of the pleaces you visit most before any purchases. If it says you have a signal, you get home and you dont, then you can return the item. I would always buy online anyway as this gives you a 7 day DSR (distance selling regualtion) whereby you can return the contract/phone within 7 days, paying for any usuage.

      With the recent merger with Orange, this has brought about many positives. Jointly, known as Everyone Everywhere, the best of both companies will be coming together both behind the scenes and in the products and services you buy. Monthly price plans are the first noticabale difference and something which you may not notice is the signal. If you are a T-mobile user not able to get a signal in the highlands say, you will automatically benefit from an Orange 2G signal (where permitted) to make voice calls.

      I have 3 contracts with T-mobile as i always like a constant change of mobile to change with the times. I have not had any problems with the network or customer services.

      All i will say is, if you have a complaint, then before you go about ringing and having a go, put yourself in the guys shoes. Nobody likes to be shouted at 8 hours a day. Its better to talk as you will get a lot further thats for sure and your complaint will be more likely dealt with accordingly and efficiently.

      If you have a request for actions on your account, please bare in mind that with a huge amount of letters recieved, its always better to try online or use the telephone.

      For any more info on T-Mobile products and servcies you can visit www.t-mobile.co.uk or call 150 from your t-mobile handset.

      Thanks for reading

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      25.06.2010 14:33

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      Have been with t-mobile germany for 2 years, on a mobile contract. Occasionally I had problems because they made mistakes with the bill, which were quickly resolved.When I ordered a pay as you go dongle in December I made a very different experience. The item never arrived. After calling the call centre at an horrendous price several times I was first told they forgot to send my order. Then weeks later, after another half hour on the telephone and being put through various staff to end up at the first again, I was being told that the parceloffice cannot find my address anymore. Normally they have no problems with it whatsoever. Half a year later now- no dongle, no money back! Would not recommend!

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      29.04.2010 15:46
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      T Mobile cannot carry out a simple task of up dating bank details!!!!!!!

      Most people would think that changing a direct debit from one bank account to another would be quite a simple task, usually filling in a form with the relevant details and posting it back, not the case with T Mobile!!!!!!! A year ago I attempted to do this with my mobile phone direct debit, requesting a form and sending it back completed only to find that a month later my mobile phone had been blocked!!!!!! After phoning T Mobile and being put through to various departments it appeared that they had not carried out my request to change my bank details resulting in my bill not being paid. After a heated debate with the operator I managed to convince him that this was not my fault but theirs my phone was unblocked the bill paid and I was assured that the new direct debit would be set up. Had this been the end of it I would have not minded, mistake do happen, however 4 times this happened with on the final time 4 months later I had a phone call from T Mobile's very rude operator stating my bill had not been paid why and basically what was I going to do about it, upon telling him politely I might add not to speak to me in that tone he informed me he would speak to me like that!!!!!!! Rudeness beyond belief!!!!!!!! Needless to say after a strong conversation with the complaints department the issue was resolved. It just goes to show that you think changing a direct debit details is a quick and simple process, it's not, anyone doing this check that your requested has actually been carried out, it will save you a lot of hassle and 4 months of your phoning being barred on and off. The rudeness of the T Mobile operative is another issue altogether however if they have messed up your request make sure they are the ones that resolve it and do it there and then if in doubt wait on the phone while the action is carried out and demand it is confirmed in writing that way you always have a back up, the first couple of times I took the operators word for it that they had changed the direct debit successfully over the phone, a very big mistake, always get proof!!!!!!

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        23.04.2010 00:01
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        Can improve things to build customer trust

        T-Mobile performance related products has a pretty lengthy lifespan if on-line compliant boards are anything to go by. It appears that there are unquantifiable numbers of customers who have been unfortunate enough to have purchased phones and dongles from this supplier, unaware of the controversy surrounding so called 'faulty' goods this German phone operation service knowingly have sold in recent times.

        According to the Wikipedia encyclopedia: "T-Mobile is the largest mobile phone operator with almost 36 million subscribers (As of January 2008)" - Just how many of these millions were sold erroneous items is not known, but nonetheless instills doubts and fears in those who have directly experienced the plight of misleading goods and services.

        Understandably, any qualified commercial brand must make mistakes whilst attempting to retail probationary appurtenances (goods that are passable though still in development) and so, in this instance should market them truthfully so as not to leave customers disillusioned and angry, only to switch to another reliable trusted supplier.

        My own personal experiences of being a customer with T-Mobile leave me plenty of room for negative criticism when I myself have been sold faulty goods by this trademark company. For instance, upon buying a Broadband top-up voucher at my local store; the voucher number was not recognized whilst attempting to credit my account through the recommended SMS mail services. My efforts to connect to the Internet were useless and had to contact T-Mobile customer services to report the problem.

        They suggested that I send the original proof of voucher purchase to a supplied address who would investigate the problem. Because the voucher was for a minimal amount, I felt too embarrassed to send it off so ignored the advice given. A month later, even though I had topped up my broadband account for one month's usage: I was unable to access the Internet. Again, I had the familiar round trip of having to contact T-Mobile to query the problem and had great difficulty being understood due to the language differences and my own ignorance of being IT illiterate.

        The service staff at T-Mobile are all trained to speak and converse in codes and numbers as well as being broadband literate. Anyone who is not familiar with the technicalities of speech and dislike learning complicated language systems, then your telephone conversation with an advisor could take some time to reach mutual understanding of a given problem.

        In addition to my Internet broadband issues; the other difficulties I encountered using T-Mobile services was when they placed conditions on my 'Pay as you go' phone whilst attempting to change networks. Clearly they do not want to lose custom and assuming that we are all capable of making informed decisions: careful advertising often sways people from looking for better deals elsewhere and why T-Mobile is reported to be the "third largest multinational" corporation according to Wikipedia, the free encyclopedia website.

        I am hopeful that perhaps, as they continue to expand their range in their merger with other, well established Internet and phone providers; they will endeavor to not only improve their product sales, but do so having surpassed earlier and current mistakes.

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        23.03.2010 20:11
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        I think i would struggle to find a better network.

        I have been with T Mobile for around 5 years now, and cannot fault the service, When i first signed up, they were doing a special offer, of 25% off line rental a month for the first 18 month contract. This meant i was getting a £40 a month contract, for £30!

        The contract i signed up for, was a mix of texts and calls, I'm still not sure how much i get free, but i know it does the job. After my first 18 months, T Mobile told me i would have to start paying full price for the contract, but after some gentle persuasion, they let me keep the 25% discount, and still do to this day.

        I cannot find one fault with their customer service, there is never long waits in the queue, and you always get through to a call centre with English speaking staff. The signal is spot on, i travel a lot due to work, and very rarely am i out of range.

        Going abroad is also very reasonable, within Europe, its 49p per minute to make a call, but only 19p per minute to receive, so providing your friends like you enough, get them to call you, and it only costs you the 19ppm! Even in America, it was only costing me £1.20 per minute, which i don't think is bad at all. You can actually buy bundles to reduce these prices, but as its only once or twice a year, i can't be bothered with the hassle. The signal abroad is also spot on, within 5 minutess of turning my phone on when i get off the plane, it's ready to use.

        I am always offered early phone upgrades, which is good, because my phones don't last long, they always get dropped whilst jumping out of a digger! Even when i come to renew, if i find T Mobile are not the cheapest, i wouldn't change, just knowing that the customer service and reception is spot on, is worth the extra!

        Absolutely 5*, cannot fault them at all! Very well recommended!

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          21.03.2010 21:50
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          a good value network

          I have been a customer with T mobile for well over 5 years now. I have used other companies in the past but always ended up coming back to them.

          I have changed my contract quite a few times and have also changed the phone as well, but what I liked is that I always got to keep my number (other companies might do this as well but I'm reviewing T-mobile, not all of them!), which is great for me because I hate having to text everyone to tell them you've got a new number.

          I have always had good experiences with T-mobile. I have always been charged the right amount, the people I speak to are always pleasant and helpful, but they do try to sell you things all the time.

          I recently contacted them to tell them that my usage had changed and I didn't need as many inclusive minutes and texts per month and wanted to cancel the contract. As it was over the minumum contract period, they said they could cancel the contract or they could offer me a new contract that would work better for me.

          They worked out a really good deal for me that was much more useful and a good price as well. Whilst I realise they weren't doing this out of the goodness of their hearts, I do appreciate it, as they could have tried to sign me up to a much more expensive plan than I am on now.

          I get very good network coverage almost everywhere I go and find the service very reliable. Their charges are reasonable and they have very good value call plans.

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            12.03.2010 22:10
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            one of the best providers

            I have been a customer with T-Mobile for about 4 years now, I cant say I have had too many bad experiences with them although it hasn't been all good.

            For a start I find that T-Mobile try too hard to get new customers and as a result they seem to forget about their existing ones.

            You will always see a great deal on the television or in a magazine, as I did around Christmas time. I think the deal was for an 18 month contract, £30.00 per month, various selection of phones for you to choose from, unlimited txts and 800 mins plus a free wii. As I was due an upgrade I decided to go for this fantastic offer, and thought that the wii would make a great Christmas present for my son but I was told that the offer was only available to new customers... I was gutted.

            I have also had a few problems in relation to the bills. When you bill is sent you are told that it is due around a specific date of the month, now as great as it would be it isn't always possible for you to pay on that specific date. I had this problem the payment was only going to be a week late, baring in mind I had been a reliable customer for over 3 years, they totally harassed me until the payment was made. I wouldn't say it bothered me tremendously but it was inconvenient especially when they call out of office hours.

            That aside I think the company are one of the best when it comes to mobile phone providers. I have previously been with other mobile phone providers and I have found T-Mobile to be the best in relation to value for money.

            The company is also very good in trying to arrange price plans to suit your needs and you can change these whenever you need to regardless if you have just taken out a contract or if you are near to the end.

            Another good thing that they offer their customers is that if you receive nuisance phone calls etc they will, on the first occasion, change your number free of charge. I have also been able to have charges removed just by simply speaking to the customer service department.

            They do a lot of offers which you can find out about on their website, www.tmobile.com, which allows you to view the offers in full, these offers can include free gifts such as laptops, games consoles, reduced line rental etc.

            I am currently on the best price plan I have ever been on. I pay £40.00 per month for £270 credit allowance to spend however I choose and I chose the Sony Ericsson Satio handset, this is a 18 month contract.

            Their customer service team always seem happy enough to deal with whatever queries I have and are always efficient in ensuring that any problem I have are dealt with.

            They have also recently started doing a reward scheme and I think this is available to every customer, pay as you go or contract, where by if you spend £10.00 a month you are able to choose a reward such as free txts or calls.

            Overall I would say that T-Mobile have their flaws but they soon make up for it in other ways. I would say that it is always worth looking around for the best deal as 12 or 18 months is a long time to be tied into a contract but I would always recommend T-Mobile in terms to value for money.

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