Complaint Review: T Mobile - Cincinnati Ohio

Similar situation.

I was told that UMA was free of charge from TMobile Reps even when overseas. That's the reason I sign with them and I know the technology. I am in the High Tech industry.

I tried to resolve the issue with them. I have been talking with them for the past 3 months roughly. Let's compare our stories. I am thinking of hiring a lawyer. Contact me (((REDACTED)))

Sihem

LA

I only bought the T-mobile service because a friend recommended the UMA WIFI service that only Tmobile provided. However,after using it for a while, I got astronomical usage charges because it was supposed to automatically default to UMA and off of the Tmobile network when in range of a WIFI site and guess what, it didn't. I spent approximately 20 cumulative hours with tech support, billing, "customer service" and they were unable to help. The only thing they said was that "occasionally the routers become incompatible" !!! What if I told them that "occasionally" I don't want to pay the bill when they don't provide the service that they are selling and not supporting? After filing a complaint with the FCC and others, I received a call from Ralph at the executive response team. I explained the situation and he gave me a token refund....not enough to take care of the problem. I told him to get me set up with a plan so that I would not have these overages. All he did was direct me to the web page. Nice customer service!!! Shortly after this, my friend that recommended the phone took a look at it and changed one of the settings....PRESTO ! It worked again.... for a while. A while later, I got hit with huge overages again. So I called Ralph again. He was no help. He told me to go to a different carrier. Nice service, Tmobile. I told Ralph that I wanted the contact information to the Board of Directors and Executives of Tmobile so I could formalize my complaint. He would not provide it. I asked why and he said that he was the highest authority at Tmobile. I don't know if he thinks he is the CEO or what.... My company owns many shares in Deutsch Telecom, (the parent company of Tmobile) so I wrote an email to their investor relations group. Because if Ralph is the acting CEO, I don't think he is doing a very good job. Lo and Behold another call from Ralph. Offering another small token refund and now a "Customer Loyalty Plan" which BTW, is exactly what I was looking for when I spoke to them a few months ago. He said they offered it to me. I asked him when, he said that it was on the website. So I told him that didn't make any sense. If it was a "Customer Loyalty Program", why is it on the website? Is it available to everyone or just loyal customers? He said just to customers that were eligible for it. I asked him how one became eligible for it? That is when Ralph's double talk went into high gear! "It was on the website", "it isn't on the site", "they offered it to me", "they didn't offer it to me"....so I asked him to show me where it was on the website....guess what....It wasn't there...He was full of it. Again, I asked for contact info to the Tmobile executive team so I could get a grown up to oversee this problem and try to correct it. He wouldn't give it to me. All Ralph and the Executive team has done is take someone that had only one other cellular company in the past and turn them into a very angry customer/shareholder. I had been with ATT ever since cell phones were invented and only left them to get this UMA WIFI service. He is chasing me away from Tmobile because they don't want to support the services they sold me and they want to try to overcharge me. They expect me and everyone else to just roll over and take it...well guess what, they picked a fight with the wrong guy. I gave him another chance to satisfy my complaint. I told him if he didn't, that I would file complaints with everyone I could think of. I have spoken to a law firm that is interested in looking into a potential class action against Tmobile. I mentioned this to Ralph, he did not care. It was his position that they would rather spend the money potentially defending this than to credit me what is due. That tells me there may be a systemic problem. It also sounds like bad business. I will be forwarding this problem to the stock analysts that cover Deutsche Telecom just so that they have a complete picture of the company that they are analyzing. On another note, I mentioned that I, as they are, may record the phone call for my protection. They said they would hang up on me if I was recording the call. Now my account is pegged, whenever I call "customer service" they ask me if I am recording the call. What are they worried about? They can protect the Tmobile but the consumer can not protect themselves? They take notes after phone calls, I can tell you that after having the notes read back to me that they are generally very inaccurate. If they are telling the truth and taking the right notes, they should have nothing to worry about. I asked him if I could get a copy of the notes that they take and he said it would require a subpoena to do that. What are they worried about? It is almost as if he was pushing me towards taking legal action. Luckily for me, he left a lot of this BS on my voicemail.

Even with UMA you will still be charged internationally if you are roaming. The UMA service does not protect you from charges while you are out of the country. In fact, you aren't using T-Mobile service when you are out of the country. Though the UMA service does offer you unlimited calling with a wifi connection your contract still applies, which clearly shows either a regionial or nationwide plan as well as an explanation about international charges and that they would apply. When we credited your account we are essientially eating the cost at our expense because the service you used was not ours but was expected to be paid by us. ("i travel internationally frequently and this service was recommended to me by someone else that had been using it") What I am trying to determine is whether overage is suppose to be normal minute overage because with the comment above I am thinking that the charges originated while roaming over seas. No cell phone company offers international roaming unlimited at 9.99 a month

I am sorry for your problems, but maybe my experience would be helpful as well. I purchased the Blackberry Pearl specifically for the Hot SPots calling in June 2008. SInce this date, I've logged into numerous secure and unsecure WiFi routers to make hours of endless calls. It has worked perfectly for use of actually connecting through a router and I've never had an issue with the make of the router. I use a Linksys and my best friend has an unsecure Belkin connection in her complex that I connect to weekly. I've used it at Starbucks and other locals as well. With that said, the main problem with the Pearl is the automatic connectivity and NOT the actual use when connected. The phone doesn't toggle between UMA and EDGE very well and I must do so manually PRIOR to making any calls. Simply go to your menu and change the network to WiFi ONLY and save. If you have setup your WiFi router as needed with the passcode you should automatically connect after it searches your "home" router. You can also choose which router you want and add new ones. I've never not received a UMA connection if my router passcode is entered correctly and/or I connect through an open network. However, I must do so manually at all times or it's not reliable. Steps to change connection: Menu-Options-Mobile Network-COnnection Preference save to WiFi Only. I believe the issue above and possibly what you are actually having is depending on the "WiFi preferred" option in your options menu. CHange the option and then try, if you haven't already. Note, if you hard reset your phone your router passcode may not have saved and hence, why you are not connecting. I wish you luck, but I talk about 2,000 minutes a month in my home on UMA and my bills reflect this great deal. P.S. I am not an employee of T-Mobile and I have my own gripes with them, but this service is highly useful for those that want a cheap plan and talk a whole lot!

I am sorry for your problems, but maybe my experience would be helpful as well. I purchased the Blackberry Pearl specifically for the Hot SPots calling in June 2008. SInce this date, I've logged into numerous secure and unsecure WiFi routers to make hours of endless calls. It has worked perfectly for use of actually connecting through a router and I've never had an issue with the make of the router. I use a Linksys and my best friend has an unsecure Belkin connection in her complex that I connect to weekly. I've used it at Starbucks and other locals as well. With that said, the main problem with the Pearl is the automatic connectivity and NOT the actual use when connected. The phone doesn't toggle between UMA and EDGE very well and I must do so manually PRIOR to making any calls. Simply go to your menu and change the network to WiFi ONLY and save. If you have setup your WiFi router as needed with the passcode you should automatically connect after it searches your "home" router. You can also choose which router you want and add new ones. I've never not received a UMA connection if my router passcode is entered correctly and/or I connect through an open network. However, I must do so manually at all times or it's not reliable. Steps to change connection: Menu-Options-Mobile Network-COnnection Preference save to WiFi Only. I believe the issue above and possibly what you are actually having is depending on the "WiFi preferred" option in your options menu. CHange the option and then try, if you haven't already. Note, if you hard reset your phone your router passcode may not have saved and hence, why you are not connecting. I wish you luck, but I talk about 2,000 minutes a month in my home on UMA and my bills reflect this great deal. P.S. I am not an employee of T-Mobile and I have my own gripes with them, but this service is highly useful for those that want a cheap plan and talk a whole lot!

I am sorry for your problems, but maybe my experience would be helpful as well. I purchased the Blackberry Pearl specifically for the Hot SPots calling in June 2008. SInce this date, I've logged into numerous secure and unsecure WiFi routers to make hours of endless calls. It has worked perfectly for use of actually connecting through a router and I've never had an issue with the make of the router. I use a Linksys and my best friend has an unsecure Belkin connection in her complex that I connect to weekly. I've used it at Starbucks and other locals as well. With that said, the main problem with the Pearl is the automatic connectivity and NOT the actual use when connected. The phone doesn't toggle between UMA and EDGE very well and I must do so manually PRIOR to making any calls. Simply go to your menu and change the network to WiFi ONLY and save. If you have setup your WiFi router as needed with the passcode you should automatically connect after it searches your "home" router. You can also choose which router you want and add new ones. I've never not received a UMA connection if my router passcode is entered correctly and/or I connect through an open network. However, I must do so manually at all times or it's not reliable. Steps to change connection: Menu-Options-Mobile Network-COnnection Preference save to WiFi Only. I believe the issue above and possibly what you are actually having is depending on the "WiFi preferred" option in your options menu. CHange the option and then try, if you haven't already. Note, if you hard reset your phone your router passcode may not have saved and hence, why you are not connecting. I wish you luck, but I talk about 2,000 minutes a month in my home on UMA and my bills reflect this great deal. P.S. I am not an employee of T-Mobile and I have my own gripes with them, but this service is highly useful for those that want a cheap plan and talk a whole lot!

I am sorry for your problems, but maybe my experience would be helpful as well. I purchased the Blackberry Pearl specifically for the Hot SPots calling in June 2008. SInce this date, I've logged into numerous secure and unsecure WiFi routers to make hours of endless calls. It has worked perfectly for use of actually connecting through a router and I've never had an issue with the make of the router. I use a Linksys and my best friend has an unsecure Belkin connection in her complex that I connect to weekly. I've used it at Starbucks and other locals as well. With that said, the main problem with the Pearl is the automatic connectivity and NOT the actual use when connected. The phone doesn't toggle between UMA and EDGE very well and I must do so manually PRIOR to making any calls. Simply go to your menu and change the network to WiFi ONLY and save. If you have setup your WiFi router as needed with the passcode you should automatically connect after it searches your "home" router. You can also choose which router you want and add new ones. I've never not received a UMA connection if my router passcode is entered correctly and/or I connect through an open network. However, I must do so manually at all times or it's not reliable. Steps to change connection: Menu-Options-Mobile Network-COnnection Preference save to WiFi Only. I believe the issue above and possibly what you are actually having is depending on the "WiFi preferred" option in your options menu. CHange the option and then try, if you haven't already. Note, if you hard reset your phone your router passcode may not have saved and hence, why you are not connecting. I wish you luck, but I talk about 2,000 minutes a month in my home on UMA and my bills reflect this great deal. P.S. I am not an employee of T-Mobile and I have my own gripes with them, but this service is highly useful for those that want a cheap plan and talk a whole lot!