9 months ago, back in 2018, I switched to T-Mobile since you guys have much friendlier prices and my old Vadafone contract was ending. Back then I was told at a T-Mobile shop in The Hague that the renewal into a new contract and operator will occur automatically and once it has settled I can drop by and pick up a new phone with a subscription. Which I was rejected from a month later when I came to pick up the new phone because apparently I had signed a sim-only contract, which I wasn't aware of as I thought I was getting a subscription explained by your employee. Some months later I made another attempt to get in touch with customer service, but the same answer - I have a sim only contract and it expires in 2020 and all they can offer me is to terminate my contract which costs a fee. Another of your employees did make an effort to terminate and switch my contract for free, but with no success, unfortunately.
What are my options still here to switch to a subscription with a phone? I'm afraid my old iPhone will not last for another year or even a month and I would like to switch my contract to a phone contract. This far I've been getting different answers each time I set a foot at a T-mobile shop, which is really frustrating. Depending on how big is the fee, I would be up for terminating my contract and switching to a new one. Even though I think it's such a pity I have been misinformed. I hope you can help me. Thanks in advance.
Beste antwoord door Folkert
All depends on the Sim Only contract you have started back in 2018. If this is a Basis Sim Only you can't change to a new contract but if it's a Go Sim Only you can opt for so called "Toestel flexibiliteit", which means you can start a new contract for 1 or 2 years with a new phone and the current one will be terminated.
Please let me know what is your current contract. All rules are described in https://www.t-mobile.nl/consumer/media/pdf/shop/abonnementen/stel-samen-stel-bij/voorwaarden-toestel-flexibiliteit-2016.pdf although it's written in Dutch.
Kind regards, Folkert