Slow and steady wins the race
UPDATE - after just two days, T-Mobile have reversed their decision to change the data allowances of existing customers. See our latest post for the full details.
We're currently working on advice to offer with regards T-Mobile's change to their Fair Usage Policy, which is causing more than a little anger and distress. We've had several emails asking when this will be available. We've been through similar issues several times before with service providers; we've won some but lost far more, which is why we need to get it right. If there's is a valid argument for customers to put to T-Mobile, then it's important it's clear and well-defined.
For example, a lot of readers are getting hung up on the 30 days notice clause and citing it as justification to cancel their contract without penalty, since T-Mobile has offered far less notice; it's seemingly the direction that Which! are heading with their legal advice. A quick word about this; T-Mobile's FUP defines the data allowance as an 'additional service' and their Terms state they only need to give "a reasonable period of notice" of change to an additional service, not 30 days (clause 7.1.2, fact fans), meaning there is no breach of contract to dispute on this point.
As we said on Monday, we think the argument is how the allowance was defined when first contracted. We'll go into more detail about this soon - probably tomorrow - and hopefully offer some sound advice on what to do next.
In the meantime, take a breath and pause - there's no need to rush into anything - there is the rest of the month to dispute this change - and there's certainly no need to be rude or vicious with T-Mobile's staff. From your comments, staff are themselves confused about what's happening. That's a good thing. It would help us a great deal if you publish any accounts of your dealings with staff in the comments below. If you receive any correspondance from T-Mobile, please send it to [email protected] - everything is useful to us at this point.