Like being put on hold? Ring T-Mobile! (T-Mobile)

Member Name: But_do_you

Product:	T-Mobile
Date:	01/03/09 (100 review reads)
Rating:

Advantages: Good contract, Reliable Signal

Disadvantages: Too much hassle with customer services

I've been with T-Mobile for around 6 years but there are some moments when I just question why I didn't change networks a long time ago. For one of the biggest mobile networks, their service can be at times be pretty appalling and generally they lack anything new.

I am currently on an £30/Month contract with the G1 phone. Technically it's £25 a month for the first 8 months then £30 for 10months due to a mistake I found on their website stating that with the Flex plan I would receive 5% off the contract however, when trying to purchase this online, the discount was not credited and after ringing&complaining to them, because it was stated clearly on the site, they had to give me this offer :) )

I was previously on PAYG until December 2008, and before the G1 became available I was considering getting the iPhone and going on a contract with O2. When I was on PAYG I didn't have many issues with the network quality itself, however I wondered why after such a long time, I had never been offered anything(unlike other networks which gave money back, free mins/texts etc from time to time) T-Mobile just had nothing, until they started giving £10 free at the weekend if you topped up on Fridays, later changing to topping up anytime of the week. I used to text much more than phone so when the 'text appeal' price plan was available it was great, however making the slightest phone call just killed my credit!! :/ But sometimes that's just how it goes and you have to deal with.

When I saw the G1 Android Phone I really liked it and so thought that it was a good time to go onto a contract, which for what I got with the phone overall, it was much cheaper than some other networks and so very appealing to me.
I was fine with this until my phone was receiving 'silent' phone calls, which meant that if I or a friend rang me, the call would connect, but there would be no sound either end. Because of this, I had to send my phone off with T-Mobile, but was very unhappy to hear that it would take around 2-3 WEEKS for me to get my phone back! Now, all they said my phone needed was a software update(something which I believe should have just been available online, or able to do in the store), but it was just something that I had to do. Another issue I had with their service though was that the loan phone which I received was a very old Motorola which I found they keys hard to use and it did nothing but receive and send calls/texts, and had 2 very simple games on it. Luckily for me I had kept my previous phone and so put my sim card in that instead of using the awful Motorola. Now, something which I was more annoyed at T-Mobile is that, because I had received this replacement, I would not be able to use the internet(check emails,use chat, etc), use none of the applications which were available on the G1. The thing is, they still expected me to be paying the contract for these things?! How is this right?!?!
Surely, if I am paying for the contract, yet not receiving the services, I should be receiving some sort of compensation, or a replacement G1 faster!! ¬¬ 
Luckily for me, my stepdad actually took the matter further, and after some phone calls reached a higher authority of T-Mobile which just 'happened'
to have a G1 with them, and so sent this to me as a loan phone whilst mine is sent off.
Hopefully after my phone comes back, I will not be having any more problems with it as it is such a hassle to deal with T-Mobile! They're customer service is awful! Noone who I rang was able to help me, one person even told me that this software update WAS available on the website, however, I went on their site straight away, and after quite a long time, I still could not find this update! Not even in the 'software updates' section which had all other phones which were available.

I guess that after this contract is over, and T-Mobile has not improved, I may change networks but for now I guess I'll just stick with them.. :/

Summary: Are they really one of the top networks?! mmm