T Mobile reviews

T Mobile reviews

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Do not trust T mobile on direct debit contract.

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 and 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.
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The best I've ever come across

My gf's handset got lost. Phoned Tmobile after reporting loss to the nearest police station. A new handset was received next morning. No stupid questions were asked, no hidden charges incurred. I wish it was a bit cheaper.
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Worst nightmare/daylight robbery

EE /T-mobile r a bunch of thieves taking money out my account twice in a month, without informing me, changing my price plan but still charging me with the old contract, charging me for a product that I haven't received. Talking to customer service is like talking to a brick wall, having to repeat myself on more than 8 occasions is a pain in the neck especially when they have a bad attitude. Instead of trying to resolve the problem they create more I suppose they do it to keep them selves in a shitty job.... They need to employ professional people with manners
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Continue to harass me

I am vulnerable person with Asperger's, ADHD, other mental illness, and physical illnesses which are made worse by stress, being Fibromyalgia, and I have been ill in bed all week because of the stress from T-Mobile.

I had a SIM only contract with them for a year and a half, had no problems. I lost the phone that I had before (bought with own money from a shop) so I upgraded to a full contract and free phone with them.

First problem -
Phone came 2 days late that I had ordered

Second problem -
I had to get a replacement phone because it wasn't working. Had to send the previous phone in a silver bag which I never received

Third problem -
They never charged me for the first month.

Fourth problem -
They charged me for that previous month, and the current month, all in 1 bill. The bill was over £100

Fifth problem -
I asked T-Mobile to split the bill up, which they supposedly did

Sixth problem -
Still no silver bag to send the phone back, and every time I ask them to send me one out, I'm put through to the collections department, demanding money from me when I had already agreed to split the bill up, and that I was sick of repeating myself

Seventh problem -
Again, no silver bag. I lost my phone on the bus, phoned T-Mobile to block the phone

Eighth problem -
Phoned T-Mobile to send me a proof of purchase of phone to claim against my mobile phone insurance, in which they said no to and put the phone down on me.
I phoned again, and they tell me someone had phoned T-Mobile about my phone saying they handed it into the police.
T-Mobile lied saying they tried to get hold of me on my home telephone when the report was made.

Ninth problem -
Phone wasn't at police station, it was actually stolen, and with the help of T-Mobile, they actually unblocked the phone for this strange woman to use who had STOLEN THE PHONE

Tenth problem -
I'm still waiting for a silver bag, which I've asked to be sent for many times.

Eleventh problem -
They send me a text saying they're charging me over £400 for not returning the phone, when I told them it's not my fault I hadn't been given a silver bag.

Twelfth problem -
Finally got the silver bag in the post on Friday, and they barred my account on the Monday for not posting it. I said they hadn't given me a chance to get out the house, and the post office isn't open on the weekends!

Thirteenth problem -
They won't unsuspend the account even though I have sent the phone yesterday and it should have arrived now.

T-Mobile are absolute scum! How they can treat someone in such a way, especially when they're vulnerable to stress!
Every time I phone them I get someone who doesn't speak English, repeats themselves like a scratched record, completely non-sympathetic towards how I've been treated, tell me they'll call me back with something they can do with the situation (just to get me off the phone) and not ONCE have they ever phoned me back.
I don't make a lot of phone calls in my life because of my Asperger's, and I've made more phone calls to T-Mobile since I've been with them in February 2014, than I've ever made phone calls in my life!

I'm planning to sell the phone I got with the contract, and putting it towards the bill to buy myself out of contract.
I cannot take the stress from these cowboys any more.

All they want is your money, no service.

They charge for a sim card replacement, they charge for posting an item to ME, and they make me pay for postage when I send items to them. They charge to go to the flippin' toilet at T-Mobile! You want something, you have to pay.

I HATE T-Mobile, and my friends and family can absolutely vouch for how ill I am because of the stress.

I wish T-Mobile would just bleep off the the moon!
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Incompetent and useless.

Their websit is a nightmare to use. I have been trying view bills online for two month without success. Their 150 help lines goes on and on and on. You speak to a tech assistant who passes you on to another in Asia who chats too much, then you are posted, yes posted by mail, not email, the bills you want. In this day and age to receive pieces of paper in the post is incomprehensible. Three months ago I was able to view bills online. T-Mobile/EE are useless.
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Avoid at all costs or it will cost you

I've just moved across to T mobile for the 4G connectivity (EE) All I can say is I now wish I had stayed with my other network provider. T-Mobile are an automated answering service that doesn't give you the option to speak to anyone. You have to phone a 0845 number on your land line to get through to a person but only after waiting 7min at your expense. They then billed me and extra £3+ for unlocking my number/account as it was an extra payment outside of my DD plan even though I have a DD set up. Also they could not tell me what the other charges were for and that if I wanted my number unlocked I would have to pay. RUBBISH
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The 'T' in T-mobile stands for 'Thieving'!

I've been with Tmobile for several years now.Then just over a year ago, they contacted me to tell me that I was due an upgrade on my phone. I said I was happy with my old phone and didn't need a upgrade. So they said that they would reduce my contract payments to £6 a month. That's fine for me. I rarely use the phone but it's handy to have for emergencies. Then a month ago, I got a bill for £20 something quid. I phoned up to ask why and got no real answer. Over the last month I have asked several times for an explanation and nothing was forthcoming. Then they denied I had made any payments, and today, armed with my credit card statement to PROVE I had paid, I phoned up again. This time I was recording the call. I discovered that the last contract for £6 a month had expired in January so they started a new one (without telling me) and increasing the monthly amount to £15 a month (again without telling me). Now, my mobile is rarely used. I NEVER text and use it for a phone call maybe once or twice a month. My old contract was for unlimited texts plus 100 free minutes a month. There is no way I use it all up. They obviously know this, so WHY did they think I needed £15 a month worth of contract? Why did they start a contract without even ASKING me? And just now, when I have asked the young man on the phone to either email me, or send me a letter with PROOF of this contract I supposedly agreed to, he said he cannot send anything. Seems to me that Tmobile can just decide how much money they want from you and make up a contract without letting you know. Thank goodness I had cancelled the direct debit to them after having issues last year! Does the 'T' in T-mobile, stand for 'thieving'?
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LOAD OF RUBBISH

They always take my credit away when i top up and it wont let me on my online account because they are always "busy" and when I phone them up on customer service they always put me on hold for a long amount of time and I have things to do so just hang up in the end and they won't let me buy the smart packs anymore which is what I need because it wastes too much money using credit normally all of the time. I end up keep paying about £20.00 each month just to be able to get a smart pack which isn't even really worth the money because I don't get half of what I want on there. They also keep doing it to my brothers phone every time he tops up too. It takes the piss and I shall not be with T-mobile for much longer especially if they keep doing this.
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REFUSE TO COMMUNICATE OVER ID FRAUD

I have had ID fraud which has affected my credit report because I refused to pay for the bill.

When I asked T Mobile to investigate it they refused to respond to any of my letters. I paid a solicitor £200 and also went to the citizens advice bureau in which T Mobile have still refused to investigate it .

Thhis issue has been ongoing for 2 years now ! and I spoke to the finaancial ombudsman who has now said that its outside their deadline for dealing with the matter!

Ive been a T Mobile custoomer for 20 years and have NEVER missed a payment and this is how they treat their custoomers .

I am so stressed out about this, sleepless nights and depression.

I spoke with experian and they said to contact t mobile ....??? T Mobile NEVER respond'!

I reallly dont know what to do now :-(

IF ANYONE CAN help I would bbe so grateful .... tamara _lewis@icloud.com
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Terrible company. Avoid.

I ported my number across to T-mobile 2 weeks ago I am still not able to receive voicemails despite having "activated it". I also cannot log into the MyEE app

Customer support takes ages to get through to and the in-store help is no better
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Avoid crooks

They cheat people, crooks do not sign up with this company
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Very poor customer services

Very poor customer services, they say one thing and do another avoid this t mobile company,
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Dreadful company to be stuck with

Trying to get T-Mobile to unlock a handset purchased on E-Bay as the phone will not be used in the UK.
Advised that original Owner would have to verify that details are good and that sale did take place legitimately etc, this was done and a note left against the IMEI number verifying this.
I then made my second international call for over 15 minutes to get this unlocked, only to be told that the original Owner must verify. I then asked them to please contact the original Owner themselves and get back to me once done as I had complied with everything, I was told this is not possible.
Not sure what I have to do, except sell the handset to T-Mobile and they can do what they like with it as it is completely useless to me.
Extremely unhelpful (bar one Lady who tried) and I would not recommend this crowd to anyone. Almost as though they are trying to be deliberately obtrusive and not try and assist to have this resolved.
I have a lot more to say about this crowd but will refrain from obscenities!
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Unacceptable customer service

A few months ago I forgot to cancel a contract and paid the overdue balance over the phone and asked the person to cancel my contract. I get a letter today telling me I owe them money still, phone them up and they tell me it's double the amount on the letter! I told them I cancelled it and the lady was very rude telling me that my only option is to pay the overdue amount. It is unacceptable that I had to pay more money because they lied to me about cancelling my contract. I genuinely feel as if I have been scammed of money.
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WORST CUSTOMER SERVICE EVER!

I just had the worst experience ever with a Phone Company, I paid full my phone and they gave me a credit, I asked them 3 times what happened to my bill because I was going to pay it, they told me to don't worry, that I didn't have to pay that bill anymore. One month later they were charging me twice!!!!!! I called and they told me that I needed to print the conversation with the "specialist" who told me that I didn't have to pay the bill and once i got it printed, I needed to go to a store and ask for a note of verification and after that, they would repair that mistake, okay, I went to the store I got the note and when I call back, they came up with bull shit saying that what they told me was no verified and a lot of bullshit. I ended up paying almost $1200 IN 4 MONTHS!!!!!!!! Geeet away of this company! Theyy suuuck and would take all your money, and actually, I was supposed to pay $100 monthly, every month for no reason I was paying more and more and more. All they say is bullshit. 0/10.
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Avoid EE mobile, terrible customer service

EE has rubbish customer service and have hung up on me on several occasions. I have been complaining about the service for several months and yet have received no help at all. The staff are very rude as well as trying to get more money out of me. One staff in particular, at customer services called Jemma; was very rude and disrespectful towards me. I have been with orange for more than 10 years and would have never thought this would happen. I have business contracts with EE and have already cancelled 2 of the contracts because of the rubbish service as well as respect towards a customer. I cannot wait for my contract to finish so I can move to a different network and be treated with respect.
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THE WORST customer services I have EVER experienced bar none.

I returned from a holiday abroad on a Sunday morning, and switched on my mobile phone at the airport. No Services. Assumed just no signal, but still not working the following day with no incoming or outgoing calls or texts permitted. I tried to phone them, but after going through endless press x for this, that and the other, I finally got a message to say the lines were busy and I was being disconnected and would have to phone back later!. On the Tuesday, I finally got to speak to someone, only to be told that they could not verify me at the address I had given, so would have to call at a T-mobile/EE store with photo ID. I took the afternoon off work on the Wednesday, and went in to a store with lots of ID. The store phoned customer services to confirm that it was me, and I was passed the phone so that I could explain that I had no phone services to the customer services rep. He told me that there must have been a problem with a recent EE download to my phone, and it would be sorted out within 24 hours. After about 30 hours (and still not resolved), I posted comments on their Facebook & Twitter accounts - to which I got almost immediate responses (assume they didn't like the bad publicity). However, although I gave them my landline, they left me messages on Facebook to say that I had not answered my mobile phone when they'd called!!! (it wasn't working you numpties). I was then told (facebook message) that someone had accessed my account, changed my address, ordered a new phone (to the new address), moved me from T-mobile to EE, added another line, and changed my contract (all at the same time!) Fraud identity theft made easy! I had to complete various declarations for Fraud Team, and told I would hear from them after 48 hours (they don't work weekends or evenings?) I heard nothing at all, (and to this day haven't) so again had to contact customer services. I was then told that they had accepted that they had allowed an ID fraud, and were in the process of trying to put everything back to my original contract - i.e move from EE back to T-mobile etc. But, as this would take time, I needed a temporary EE Sim card to use in the meantime, which I could only get if I went into a store and paid £10 (which they would reimburse). So I took more time off work and went to the store, only to be told that this was not allowed in fraud cases. After a lengthy discussion between store & EE, I was finally given the SIM card. The store was the same one I originally visited with my ID, so I asked them what had been written on my account after the first visit - as clearly what they promised then was not delivered (i.e. that all would be resolved within 24 hours). Not only was this a lie, but the note on the account was that I "did not even know my own address"! So even though I had provided all the proof, they still considered that the fact that my address did not match the one on their system was me being stupid not a potential ID fraud (even though I'd been at the same address for 23 years and have 2 other contracts with them at that same address). I could go on and on, but to cut this short, it is now 6 weeks later. I have been sent a silver bag to return the handset (the one they sent to a no doubt empty unit in London), various texts demanding return of said phone, and even after several further phone calls and reassurances that this would be sorted, I got yet another text to say they had now applied £358.32 to my account to pay for this phone. In addition, when I went on-line to look at my account, they had failed to re-load my account with any bundles, so everything on the account had been charged as outside the plan! I spoke to yet another rep yesterday who believes she has now got everything sorted (I won't hold my breath) .... and her parting words? ... "I don't suppose this would be a good time to talk to you about an upgrade to your account?" You suppose right. I have however, requested a copy of all the notes on my account & they should make interesting reading (and which will be accompanying my letter of complaint to the directors). I would also like to understand HOW it was possible for someone to access my account (when even with ID they didn't believe me!). Also, this happened on the first day that my account was eligible for upgrade - coincidence? What info did they need to know to gain access the account? Someone with access to contract and personal information? (I was told that they don't give that info to anyone else but doubt that). How did they manage to bypass their own internal procedures? ( I was told that when an address is changed, no further changes should be made on the account for 10 days) - so why was my account compromised and EVERYTHING changed on one day (I believe in the same call)? If that didn't get alarm bells ringing I don't know what else would! I look forward to the end of this.... one very long and stressful nightmare!
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big cheater, very rude, terrible customer service, AVOID T-mobile!

Would like to rate 0 star or minus if I can!

I was given extra 100 free minutes and was told the 100 mins would be valid for 30 days when I called T-mobile last month to try to buy a booster as my allowance nearly run out, . But when the bill came, I was still charged for the calls I made within that extra 100 mins! Called T-mobile, was told the 100 mins is on the "PRO-RATA" basis, which means I only got 23 free mins for the 7 days before my next bill month, so any calls I made beyond that 23 mins are still charged! BIG LIER AND CHEATER T-mobile is!

Nothing about the "PRO-PATA" was mentioned when the "nice" lady gave me this extra 100 free mins. Customer service only offered to give me £10 discount as "gesture of goodwill" for the £40 call cost charged on me and was extremely rude.

BE CAREFUL when T-mobile offer you free extras! It's just a big trap to actually charge you more!

PS: When I tried to change to the SIM-only plan one month ago, it was a nightmare. I was transferred from one department to another, never the right department, and each time had to repeat the story again. WORST customer service I have ever come across. STAY AWAY FROM T-MOBILE!!!!
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good for business

i called on lunch time and received my start pack and phones by the end of afternoon. i just don't like the right rates, but lets be fair here, the service was very good.
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AVOID - Salespeople contradict each other, billing never right, customer advisers say one thing and do another, never reply to emails and letters just call in debt collectors

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"Not happy with something. We're listening" is one of their mottoes.
Since I purchased a mobile broadband usb stick e3131, I have had confusing and conflicting information from their advisers concerning charges.
Before purchasing I was told that the 5 Gb allowance would be more than enough for my purposes. It is not.
Before purchasing I was told that I would be warned by email and text that if my allowance went over 4 Gb ( 80%) I would receive and email and a text, I never have.
In October 13, I had to call an adviser, as my paper invoice was unintelligible. I was advised to pay £13.46 instead of £15 as expected.
I still do not know why! There was an item on it “10 Video calling minutes” £2.13 plus VAT which equals £2.79 which was removed as I did not want video calling (whatever that was). I tried to go onto web chat but it asked for a PIN number. When I tried to get this it talked about doing things on my t mobile phone. I do not have a t mobile phone, hence I have no PIN hence I cannot chat.
I emailed the email address on your website and received the reply as follows
Please accept our apologies, we are in the process of improving our e-mail service, and cannot deal with your e-mail enquiry at this time.”
Then the next day, I called 08454125000 and spent 28 minutes going through a holding process, 8 sets of automated options ( none of which related to my problem), eventually got to speak to a person who usually deals with customer who are thinking of leaving t mobile -prophetic!
He put me through to a gentleman who sounded as if he was in China, was very abrupt. He did not appear to understand my only question “There is an item on it “10 Video calling minutes” £2.13 plus VAT which equals £2.79. What is it?”. I was polite and never swear. Incredibly he cut me off mid sentence. I could not believe it.
I called again. Eventually the company representative agreed to refund the £2.79 and any future similar “video calling minutes” as I did not sign up to this.
I had a telephone call on 27th November. That is, the call I had that afternoon with the fourth adviser, the previous three having transferred me to another. She was very helpful and apologised for previous misinformation and said she set up the system so that I would receive an email AND a text to my mobile when the data usage reached 4 Gb. It was agreed to credit all data charges outside 5 Gb. None of what was agreed happened.
I called "customer services" , who disputed what her colleague said earlier as well as the sales people who sold me the device.
After a brief conversation I was told to write.They do not seem to have an email address to which I can send anything which is in itself annoying.
I am most unhappy that every month I have to spend quite a while onto their representatives with such problems. Such unprofessional behaviour.
Even their terms and conditions say “We’ll let you know by text message when your data is running low ( 80% of your allowance is used up )
I also received a letter from their debt collection company, which is very strange since they did not reply to this letter and numerous attempted emails.
It is now 7 weeks since I sent the letter and still nothing except a debt collection standard letter.
Quite the most appalling company I have EVER dealt with and I am 57 years old!

PS Now late Feb 14

Problems solved with apologies.
After a letter and several emails, the only response came from executive.office@everythingeverywhere.com. I suggest if you are taking your hair out send an email and wait for a response.

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T Mobile Details

About this company

Latest mobile phones, mobile broadband and mobile phone deals from T-Mobile. Pay monthly and pay as you go deals.

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Category

Mobile Broadband

Mobile & Internet

Mobile Network Provider

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