Beantwoord

Complaint about T-Mobile Internet Service


Hi,
I'm turning to this page to complain about the lack of service provided by T-mobile.
My problem started at the store when the seller informed me that there would be no initial fee for the internet installation in my house. After leaving the store, I received an email informing that there would be a charge of 30 euros. I complained about this charge and it was canceled.
My second problem is that the internet was to have been activated a few days ago but it still not working. I have been in contact on several occasions with T-mobile's customer service. Unfortunately, the answer they give me is that the line is provided by KPN and that it has not been activated. Then they say that I will be contacted as soon as the internet is activated. Today (24 may 2017) I received a new email saying that the internet would be working today. However, again the internet did not work and the customer service said that I would be contacted by the KPN.
The point is that this is not a problem between me and KPN, but a problem between Tmobile and KPN. Tmobile is who should give me the internet working, since I hired Tmobile and not KPN. It is the tmobile who receives for the service rendered. The worst thing is that the technical support informed me that there is no date for KPN to contact me, which means that I have no internet connection and no prediction of when it will work.
My third problem is that at the moment of contracting the internet in the store, I was not advised that the service provided is of the DSL type. As my apartment has only coaxial connection, this makes it unfeasible to connect the modem inside the apartment.
I have already requested several times to the customer service to allow me to cancel the internet plan due to all this problems (internet plan which I have not used so far) without charging a fine, but I have been told that it is not possible.
I am going through an unpleasant situation with the company, because I can not cancel the service without a fine, but the company also can not provide me with the internet and has no prediction of when it will work. I am expat, I recently moved and I do not have internet in my house to solve the basic things of day to day as I register in the city hall. I am living provisionally on the internet basis of starbucks. This situation is not reasonable.
Please, I request an urgent return of the company to solve my problem. Preferably so that my signature is canceled without a fine.
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Beste antwoord door xnpu 24 mei 2017, 23:57

Welcome to the Netherlands. Unfortunately these kinds of problems are quite common here, often because of the ISP's dependence on KPN and other 3rd-parties. In most cities only Ziggo is able control the entire provisioning process.

If you really want to cancel the contract you'll have to send T-Mobile a written Notice of Default. (Which, in itself, is not a cancelation but gives you the legal option to cancel if T-Mobile does not deliver within a reasonable period after receiving the notice.)

Personally I would try the online chat option on the T-Mobile website and see if you can get more details. Keep in mind that whatever is delaying T-Mobile, will delay other ISP's just the same. (Worse yet - a non-standard cancelation process may add additional delay for the next ISP you try.)

Good luck!
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7 reacties

Reputatie 1
Welcome to the Netherlands. Unfortunately these kinds of problems are quite common here, often because of the ISP's dependence on KPN and other 3rd-parties. In most cities only Ziggo is able control the entire provisioning process.

If you really want to cancel the contract you'll have to send T-Mobile a written Notice of Default. (Which, in itself, is not a cancelation but gives you the legal option to cancel if T-Mobile does not deliver within a reasonable period after receiving the notice.)

Personally I would try the online chat option on the T-Mobile website and see if you can get more details. Keep in mind that whatever is delaying T-Mobile, will delay other ISP's just the same. (Worse yet - a non-standard cancelation process may add additional delay for the next ISP you try.)

Good luck!
xnpu,

Thank you very much for these insights!

Do you know if the T-mobile itself provide any form as a "Notice of Default"? Or maybe should I do it myself?

Thank you in advance.

Regards,

Daniel
Reputatie 6
Badge +5
Hi Daniel, this is not the start you hoped for, I can imagine. The explanation by @xnpu is spot-on (thanks for your input, much appreciated!).

Of course, if we cannot make it work, you are free to leave. But as for now, a few days in, we desperately want to make it work for you. What is good for you, is good for us! We're on the same side. But we need a working line (as do the other ISP's, as xnpu mentioned). We're working on it, right now. All communication runs through us, but we need the mechanic from KPN to check (and possibly fix) the line. I must say, usually they're quite fast, so let's hope for the best!

Good to hear we were able to cancel your activation costs. 🙂
Hi Daniel,
I have exactly the same problem. Finally how did you solve it?

I am wainting for internet for more than one month...

Thanks
Maria
Mavipe, Can you give us a call at 0800 0092, Then we can take a look at how we can help you with this problem!
Hi Kevin,
Thank you but I am not going to call again.
This is my client number GBR82803, if you can check my situation and give me a solution
Thanks again
Reputatie 6
Badge +5
Hi mavipe, could you send me a private message (click on my name) with your zip code, house number and the last four digits of your IBAN. Also, could you give me some background info? After the holidays I'll look into it! I'm sure we can work something out!

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