T-Mobile's Personal Hotspot iPhone debacle - statement

We've just got off the phone with a very nice lady at Everything Everywhere about our earlier story - that T-Mobile customers are being charged for tethering through their iPhone - a service previously free on certain tariffs - since the launch of new firmware for the handset.

Here's what T-Mobile have told us:

“A small number of our customers have raised concerns that they are being asked to pay extra to use their iPhone for tethering since upgrading to iOS version 4.3, which includes a Personal Hotspot function.

“All T-Mobile customers who subscribe to Web‘n’Walk Plus or Web‘n’Walk Max can use their phone for tethering without any increase to their monthly bills. The only customers who will experience changes to their experience are a small number who have been using their basic internet on their phone access for tethering. Our terms and conditions have always stated that customers wishing to tether need to purchase boosters, so this latest change is in no way an amend to our contractual agreements.

"To provide fair access to our network and ensure a better experience for all of our customers, we are now enforcing these terms and conditions, making sure all customers get a fair deal and pay for what they’re using. The new iOS 4.3 makes it easier for us to monitor which customers aren’t acting within our terms and conditions.

“It has also been brought to our attention that some Web‘n’Walk Max customers may have been asked to pay extra for tethering since updating to iOS version 4.3. This is a systems error and one that we are working to fix immediately. Any customers who believe they may have incurred additional charges as a result of this should contact our Customer Services team and a refund will be arranged. We apologise for any confusion this may have caused.”

So it seems that only customers on the basic Web'n'Walk package will have to pay - if you're on Web'n'Walk Plus or Web'n'Walk Max then call customer services if you're having issues. Hurrah!

1 comment

  • Wayne A.
    TMobile UK. September 2011 - The above information is out-of-date. I am on a £25 a month web'n'talk iphone contract with tmobile. I turned on my "Personal Hotspot" and connected by WIFI on my mac, It directed me to the Payment page. I phoned Tmobile and asked do I have to get an add on (booster). The Operator said NO. She did something at her end and Updated my mobile. I restarted the phone and now I can connect by WIFI through Iphone. The Cost = £0 extra I tried this last 3 months ago and I couldn’t do it FREE. So obviously they have sorted something out. But you have to make the call (150 from your tmobile phone)...look also here http://crave.cnet.co.uk/mobiles/best-iphone-personal-hotspot-deals-50003113/

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