Interesting call with T-Mobile Tech support RE: Mobile speeds

As above, i have just finished speaking with the tech people at T-Mobile, the reason i rang them was because i was getting really slow speeds that were making the mobile internet rather tiresome to use.

I only signed up with them last week and the only reasons were that i no longer wanted to be with 3 (terrible signal where i live) and T-Mobile were offering the unlimited data package.

So i spoke with the tech chap, told him my woes and he went through the usual stuff....oh thats normal, oh its where you are at the minute blah blah, then i mentioned that the reason for moving was because of the unlimited internet, to which he replied with...ah thats the problem there.

According to him when someone signs up to the packages with unlimited web they are automatically put onto the slower speed, because in his words "you have to appreciate that there is a compromise somewhere"

My reply was "is this mentioned in the T's & C's" his reply was "oh yes", my reply "where?...i read them quite thoroughly before i signed up" his reply "i dont know where, but its in there"

He then said he was going to look at my account and could i restart my phone in 5 minutes and he would phone me back in 10 or 15 minutes

true to his word, he did phone back and asked me to connect to the web, run a speed test etc, all of which still had my phone running painfully slowly, we then continued our conversation about the terms and he still couldnt find where it says that if you take up an unlimited internet package that your speed will be reduced to 3G speeds to compensate.

here is the link to what i ordered http://www.t-mobile.co.uk/shop/pay-...onthly-25-internet-24m/unlimited-text/extras/

Can anyone see anything in there?

Sorry for the long post but things like this really annoy me.

He's talking testicles.

T-Mobile lock your internet speed if you buy from a third party, it looks like the same sort of thing has happened to you. Also, T-Mobile don't offer an unlimited internet policy, if you read the T&Cs you're limited to 500mb/month just like any other network.

You need to get them to enable web n walk plus which SHOULD be a free addon, however some techhies try to charge you extra for this service. Just keep calling until you get someone who knows how to sort it for you.

[EDIT] Regarding the 'unlimited' claims:

Is there an allowance?
You can browse and email as much as you want.

There is a 500MB allowance for streaming videos and uploading and downloading files. If you hit this limit during the month, you won't be able to do this stuff again until the next month.

Click to expand...

That contract is a bit of a ripoff as a side note :/. Dunno if it's too late but you can get exactly the same deal for £20/month from these guys:

http://www.buymobilephones.net/mobi...le/T-Mobile-20-(24mths)-inc.-Internet/9637593

According to the tech chappie i have web n walk plus enabled, i also mentioned about the speed cap with 3rd party resellers and he said thats true, but you purchased directly from us so no such restrictions apply.

I got a fairly decent deal through quidco, also they say on their site that there is no fair usage policy applied when buying a package for more than £25 per month over 24 months so long as its purchased before september 2011.

Might give the twitter techies a go.

Well, if it's all true, i'd much rather be on a 500mb cap with max speed than unlimited with 3G so i'd be rather annoyed if that's their policy

I can find no mention what so ever of what he's claiming though.

Exactly my point Streeteh, i wanted the speed.

below is the information from their site...i have bolded the relevant parts to my complaint.

Truly unlimited internet
If you join T-Mobile before 30 September 2011 and select a 24-month price plan of £25 a month or more, the good news is that there's no fair use policy.

You'll need internet coverage, which you can check in advance at t-mobile.co.uk/streetcheck. Remember that you can only use internet on your phone in the UK and you can't use your phone as a modem (tethering) or use internet on your phone for peer-to-peer file sharing or making internet phone calls.

Read the full terms and conditions for truly unlimited internet. They'll open in this window.

If you're choosing any other pay monthly plan, please see the fair use policy below.
Fair Use Policy for internet on your phone
However much you use the internet, you'll never get charged extra

We're the only operator to offer you a fixed price for browsing and emailing on your phone with no limits and no extra charges.

Use 3G for getting online on your phone when you're out and about Never pay more than your monthly fixed price You can always browse and email with no limits Is there an allowance?
You can browse and email as much as you want.

There is a 500MB allowance for streaming videos and uploading and downloading files. If you hit this limit during the month, you won't be able to do this stuff again until the next month.

For the best internet on your phone, connect to your home WiFi, so you won't even touch your 500MB allowance.

What about using apps?
Some apps use a normal internet connection, so they will work just like your browsing and email allowance. But there are some apps that use streaming connections, so these will fall into the 500MB allowance.


This is the Ts & Cs from the link:

Truly unlimited internet
Join us instore, online or over the phone on a 24 month pay monthly plan costing at least £25 a month and you'll get unlimited internet on your phone included in your plan at no extra cost. This price assumes that you pay by direct debit and have online billing. You'll have to promise to stay with us for 24 months and pass our standard credit check.

Truly unlimited means use as many MB/GB as you like, but you can't use your phone as a modem (tethering), for peer to peer file sharing or for making internet phone calls.

If you choose a BlackBerry, you'll need to choose a plan costing at least £25 a month and then add your BlackBerry bundle on to that at an extra £5.10 a month.

You'll need internet coverage, check it at t-mobile.co.uk/streetcheck. Remember that you can only use internet on your phone in the UK and you can't use your phone as a modem (tethering) or use internet on your phone for peer to peer file sharing or making internet phone calls.

Your monthly payment is for your inclusive minutes and texts from the UK to the customers of UK mobile networks and numbers starting with 01, 02 & 03 at any time. This doesn't cover Jersey, Guernsey and the Isle of Man. You will lose your unlimited data when you renew or upgrade and you may lose it if you move plan.

You'll also get a flexible booster included as part of your plan. You can choose one flexible booster at a time from our current range and it applies from when you make your choice. You can change it once every 30 days, counting from the last time that you changed it. To change your choice of booster, just send us a text with the code of your new choice. We'll send you a text when your new booster is ready to use. Other legal stuff applies to each booster, check it all out at www.t-mobile.co.uk.

I might need to contact them again as this reeks of the shocking speeds I was getting.

I'm still on the old unlimited but with 3GB FUP

can i ask what speed are you getting ?

My contract with T-mobile is ending in October and I will be renewing depending if they make me a good enough offer for the Galaxy S2. Right now I'm on a 25 pound/pm contract. Does this mean that I am eligible for the no fair policy? Or do they mean the specific contract instead of just being a customer before september?

well thats stupid and annoying thing they got going on there :\