I was led to believe the 25%n Go Direct was as long as you stay on a Flext Plan as that's the range the discount applied to way back when ...

I was never given any such warning, unfortunately. In fact I was told nothing would change other than the included allowance.

Yep. I am pretty sure I could have gone down the compensation (or goodwill gesture route) as well but to be honest I just wanted it sorting.

Quite right though,I should not have had all that hassle and had to go to those lengths. At least the lady I spoke to acknowledged that too though.

I have to admit, once the right people got involved it was all resolved very rapidly. Better training needed methinks!

Thanks for the update shadamehr.

On the back of all the problems I have been having since the 'upgrade' and after talking to several people with no clue in Customer Services, I fired my complaint off. I am sure T-Mob will be receiving a LOT of complaints about this once people realise what's going on!

I am pleased to say that having received a phonecall from Head Office, things are now resolved as far as I am concerned - with my tariff back to exactly the way it was pre upgrade (something I was told could not be done).

During my conversation I was told that I should have been advised of the changes between the two plans. The new plans are not (as I thought) simply a better version of the old plans - they are in fact completely different!

In my case I lost the ability to use IM from my phone, I lost my 25% Go-Direct discount and voicemail became chargeable!

Once I had finished the telephone conversation and the changes had been made to revert my plan, everything worked exactly as it should!

In case anyone is still considering asking to switch to one of the new plans, my advice is DON'T!

Note: Perhaps there should be a warning added to the first post in this thread for those that don't make it this far down?

Yep, and how I wish I had not done so!!!!

Indeed, which is why I am not happy to be told that the terms and conditions state that if I change my plan I will lose my 25% discount ... by a supervisor!

I have been, on the whole very habby with TM but having spent yesterday afternoon trying to get this resolved (4 and a half hours) my opinion is swaying a little I am sad to say.

Ok, if anyone else has an email, please post. All I have so far is

cust.rel@t-mobile.co.uk and csdir@t-mobile.co.uk (Jean-Marc Codsi the Customer Services Director).

Both of these taken from the official T-Mob complaint procedure document.

No, no other discounts were lost. the 25% was not in fact lost either, it was changed. I now have a further 'loyalty' discount of £10.50 added to my account to replace the 25% they were unable to add back on to the account after the upgrade - although at the time I was told the 25% would not be lost. I was even put on hold whilst the supervisor apparently added the discount!

Yet yesterday I was told they have it in the notes that I agreed to losing the discount!

The salt in the wound is that I am not able to go back to the previous plan where everything was working as it should as this no longer exists! Furthermore, I am told over and over that a change of plan can NOT effect w&w Plus in the way it appears to have done!

I am about to fire off a complaint to TMob as my plan is not the value it once was - quite apart form the failed callbacks from management and the conflicting (and false) information I have been fed. Being told "Things in life change" by way of an explanation for the problems I am experiencing was the final straw!

Any suggestions as to the best email address to include in order that it has the best chance of getting resolved?

This might just be why I am experiencing problems then ....

I had Flext 35 with w&w Plus. Been using this for IM for a while now without a hitch.

Called TMob to enquire about the extra mins and was granted the 'upgrade' no questions asked. However, I now find that I cannot connect to ANY IM service (as with std w&w) although my account shows that I DO have the w&w Plus upgrade applied (as confirmed by Tmob also).

Now, I wonder if changing me to the 'new' plan to allow the extra mins has rendered my w&w plus useless? Anyone here using w&w, has successfully been 'upgraded' to the more mins plan and can still use IM?

It would appear that I am currently paying £5 a month extra for something totally useless to me.

Oh, and check your bills - I have just noticed my 25% Go Direct discount for life is not indicated on my latest bill.

All this seems to tie in with the problems I am experiencing with IM (or lack of) currently.

I use a Nokia N95 and have used the IM+ application for some time now for IM on the move. Initially, with the standard w&w package I was not able to connect on any service as I understand the relevant ports were bolocked.

Since upgrading to w&w plus it's been working fine ... up until now that is!

I cannot connect to ANY IM service anymore. I have contacted TM who have confirmed I still have w&w plus and nothing has changed at their end - except they say that they are clamping down on users on w&w standard who are using their phone as modems.

Anyone else having problems with IM services on the TMob network currently?

EDIT: I think it my have something to do with point 2 in post #19 of THIS THREAD.

But now you HAVE been switched it shows in My T-Mobile, right?


Good question, but if it reduces your bill by £5 / month (for the w&w plus add on) and still gives you all the benefits ... I wanna know more!

Did you make the switch, and if so has it made a difference to price or functionality?

Excellent! Good to see they are looking after us existing customers also ;-)

Those of you who had had it confirmed that you are on the 'new plan', can you check whether this shows up under your price plan details on 'My T-Mobile' ?

I have just checked mine and it's still stating £180 credit (for a Flext 35 plan). I haven't called them ... yet.

Cheers.

Thanks for the replies.

I too have found that I can connect to Live Messenger through Web & Walk, but am still unable to connect to either MSN / AIM or ICQ through Agile Messenger or IM+.

Is anyone able to try connecting through either of these apps? Live Messenger is a vi;able alternative but it's less than ideal for me.

Thanks again.

Can anyone confirm if TMob are actively now blocking Instant Messaging over 3G?

I used to be able to use such apps as IM+ and Agile with no problem. Although I can make a connection through WiFi, making one through 3g is a complete no go it seems.

I also think VoiP is blocked. I tried using Truphone the other day and while it made the receiving phone ring, there was no voice throughput either way.

I know TMob frowned upon the use of IM / VoiP in the past, but it would now seem they are actively preventing it.

As I say, can anyone confirm?

Thanks.

The thought has crossed my mind also - especially as there was NO effort to try and keep me as a customer whatsoever when I called to enquire about length of contract. In fact, they seemed to want rid, not as it used to be at all.

I wonder if they are conceding that they are well and truly beat in the mobile market and are going to concentrate on other things?

As I said before, I see NO reason that anyone would choose O now over T-Mob - who now appear to have the market wrapped up. Good luck to them, at least they offer value for money!

Whilst seeing out the last 4 monhts of my contract I was paying ?18 / month for 120 mins cross net and that's all! Where is the value in that?

I called O retentions to ask how long I had left on my contract at the beginning of the month, the lady advised me accordingly and without any prompting whatsoever said that if I wanted to cancel I can give my 30 days notice now - are they not interested in keeping customers anymore?

Anyway, we are now almost at the end of my 30 day notice period and I decided I may as well get a PAC code; that way I have the opportunity to transfer my number to my new provider if I decide to do so. So I called this morning to be told that if I now wanted to alter my cancellation request and change it to a PAC request, they would have to cancel my existing cancellation request and put in a PAC request - meaning that once again I am forced to give 30 days notice from today!

I could do nothing but laugh at this and I advised the O rep that she had just given me an excellent reason for leaving Orange! Incidentally, I had done so approx 4 months ago but this confirmed yet again that I have made the right choice!

Since moving to T-Mob, I have never looked back. MUCH better service and MILES better value! In fact, I fail to see why anyone would stay with Orange and their 'animal' tariffs!

Yep. that's the conclusion we came to ... as I say though, I find it worrying that T-Mobile had NO IDEA what it related to and even gave me some obscure number to text with the word 'STOP' to opt out of what she said was some marketing scam!

It's certainly nothing either one of us have dialled knowingly. Will be keeping an eye on my bills for sure!

Whatever it is it's a mystery as to why it's there! I thought by default the content lock was on? If so, it should have prevented anything chargeable I would have thought.

Even more worrying is that it's T-Mobs's own service and they had no idea!

Either way it shouldn't be there, it's been refunded (she says) but I will be looking out for it in future!

Much as I hate answering myself (makes me feel mad) ... see below :

** UPDATE **

Apparently it's an adult / multimedia service - lol. Well as it's my other half's phone I can guarantee that it isn't anything she's called - and for one second??? Advice from T-Mob is to text STOP to 69667 as it's nothing to do with T-Mobile according to the T-Mobile rep. Ok, sounds feasible although she didn't seem too clued up on the matter.

Since speaking to her, my other half has found these websites:

http://tmobile.1001messages.com/voicecards/

http://www.t-zones.co.uk/en/Messaging/voice/greetings.html

The first looks remarkable like an official T-Mobile site but the url had me thinking. The second however is an official T-Mobile site and again makes reference to the 3000 number.

Anyone else come across this?

Just wondering if anyone else has seen a similar entry to that below on their bill:

I am on flext 25 and have used about a quarter of my allowance this month and we are well over three quarters of the way into my billing cycle.

I take care to call only UK landlines and mobiles, no 0845's, 0870's 0800's or others - so you can imagine my surprise to see an unbilled amount of ?1.28 on the bill as follows:

16/07/06 00:15 3000 Standard Call 00:00:01 ?1.277

What is this? Looks very much like a scam to me. Am holding for T-Mobile to clarify atm but thought I would see if anyone else has come across it.

It's down to what T-Mob class as IM. I use IM regularly and have not been warned in any way, shape or form. IM after all is only text and uses minimal data. It would make sense to ban the use of voip but that's not IM.