Problems with roaming (T-Mobile)

[Russinating]

I've had problems since the start of my current contract with roaming on T-Mobile. I'm currently in conversation with their complaints department via letters but I was just wondering what can actually be done or what I should expect them to do.

I'll keep the story short-ish with some bullets:

• Sep 2010: Get contract
• Nov 2010 pre-holiday: Ring T-Mobile and switch my flexible booster (FB) to Euro Talk & Text (ETT)
• Nov 2010: Go to Portugal, phone doesn't work
• Nov 2010 post-holiday: Ring T-Mobile, they say it's because roaming wasn't enabled
• Mar 2011 pre-holiday: Ring T-Mobile, switch my FB to ETT and get them to enable roaming
• Mar 2011: Go to France, phone doesn't work. Major annoyance as I travelled partly alone and all I had was my bicycle for the whole holiday
• Mar 2011 post-holiday: Ring T-Mobile, they give the same excuse (roaming not enabled). Apologise and give me £5 off for the next 6 months and tell me what to do next time
• Aug 2011 pre-holiday: Ring T-Mobile, switch my FB to ETT, get them to enable roaming and double/triple check that it's enabled
• Aug 2011: Go to Spain and phone doesn't ******* work again

Their first reply to my letter was basically just a fob off: "Sorry and we'll be sure to enable roaming next time". But I've already heard this twice before, and all I want is for it to work!

The trouble is that I obviously can't check if anything's been fixed until it's too late.

What can I even do? Contract is 24m so doesn't run out until Sep 2012.

 

[Russinating]

It says "Your SIM card does not allow connection to this network".

And nope, running stock Desire HD and haven't changed anything. Network Mode is/was GSM/WCDMA Auto.

 

[Russinating]

Yep, no account bars or limitations at all.

Do you think I have cause for cancellation? At the end of the day if it doesn't work as a phone when I need it then it's simply not fit for purpose.

 

[Russinating]

Trouble is I don't want compensation, I just want it to work. I genuinely like T-Mobile and don't want to depart, but at the end of the day if part of the thing I'm paying for doesn't work then I have no choice.

The main problem at the time is it's ridiculously dangerous. I cycled across France for a week partly on my own at the beginning of the year, and my phone was supposed to be my lifeline. If I'd crashed or got into any trouble I'd have been screwed.

Equally I run a business and so while I'm away my business partner is unable to make contact with me, and any attempts at contact (SMS) made while I'm away just disappear into the aether.

The biggest annoyance is I don't know that it's not working until it's too late.

 

[Russinating]

Had a 2nd reply from T-Mobile. They've credited my account £20 but basically made no attempts/suggestions as to why it didn't work and instead been a little patronising and said it may be my fault for not manually selecting networks .

Anyway they've said that "The contract and handset is fit for purpose. Using your phone abroad is an additional service which we are not required to provide. [... plus some more]"

Is this true? Is there even a network that doesn't work abroad?