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Are the mobile companies all cowboys, or is it just 3?

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Going to have to leave 3 soon as their customer service is just abysmal! Been with them for 5 years and the change is shocking, sent replacement phones by them that were still broken and their ans…
damnstudents Avatar
8y, 1m agoPosted 8 years, 1 month ago
Going to have to leave 3 soon as their customer service is just abysmal!

Been with them for 5 years and the change is shocking, sent replacement phones by them that were still broken and their answer was to re-submit the replacement phones for repair. Once I could almost accept, but this happened 4 times in 3 months and around 15 hours on the phone to hear the same lies every time I spoke to them.

Anyways, contract up soon and a couple of questions hope you can help me. Not too worried about saving a couple of pounds a month by going with a certain network Customer service is more important to me.

Has anybody here had any experience of leaving 3 and going to a different network, to be pleasantly surprised by good old fashioned customer service?

Secondly any ideas on the cheapest network to be with if you make a lot of calls from abroad (namely Europe)

Cheers guys!
damnstudents Avatar
8y, 1m agoPosted 8 years, 1 month ago
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#1
My contract expires soon and I'm off asap. Customer service is appalling. I'll keep an eye on the replies you get, I've got two phones with them and I don't think they will let me go easily.
They rang up last week and said I could have nice new phones, I told him I was leaving because of the service such as the phone call he was having with me but he still carried on until I gave up and said I was ending the call. Had a lot of problems trying to understand him and he was asking me to repeat things all the time- I'm probably going back to Vodafone, I was with them for 8 or 9 years and never had a problem with them.
#2
Yup, I am leaving too, contract up in April. They where fine for the first 9-10 months but once you start having problems customer service is shocking. Would be very interested to see how easy it is to get PAC code.
#3
Same thing happened with me in October. Called to ask when my contract was due to expire and they tried to offer me a new phone - 6 MONTHS into my 12 month contract - they kept on telling me I was an 'excellent' customer and that I had run up bills of up to £150 which were paid without problem. Funny thing was, I said the same thing when I called them to ask them for something!

Game over for 3 - not saying I wouldnt go back if things changed, but just sick of the hassle just to save a few quid every month

As for understanding them .....................
#4
virgin mobile have very good service
#5
Agreed - I phoned them up last Friday to leave, as i've just come to the end of my contract. I didn't have a problem with them in the begining but the customer service is shocking! and seems to have got worse over the past 6 months or so for me. Again, I couldn't understand a word the guy was saying and he couldn't understand me either - he went on and on and wouldn't give up easily. I think i'm gonna go back to vodafone, was with them before and never had a problem.
#6
I've been on most of the major networks myself and have friends/family who are/have been on the others and the only network that I've not heard a single complaint against for customer service is Vodafone. I'm with them currently and even if they do make a mistake they bend over backwards to not only correct it but to go that extra mile to make up for your inconvenience.

I have to say though that my worst experience by far was O2, cheap they may be but you get what you pay for.....

Orange used to be good but haven't been the same since France Telecom took them over, although I hear some improvement has been made recently.
#7
megalomaniac


I have to say though that my worst experience by far was O2, cheap they may be but you get what you pay for.....



Thats a huge strike through O2 then! Thanks for that.

Problem is when you are locked into a contract and they treat you so shoddily it leaves you fuming that they are still taking the cash each month and refusing to deliver. It is still the reason I choose to pay more for a 12 month contract just so I can get out quicker if need be
#8
I don't have a problem with 3 personally, the phone that came with my contract was a cheapie (K660i) so that went off to ebay right away, the bill is a little under £10 every month, unless I pop on the net now and again in which case it goes up by a few pence.
As for having to call customer services, I did once, was semi-ok talking to the woman on the other end of the line, took a while to get my point across of what I wanted, only to be told the "unlimited" internet bolt on was capped at 1gb per month, at the time I was using my phone quite often for web surfing while at work, lucky I didnt take out the extra bolt on though, as I got laid off like 3 days later!!

Mike..
#9
I've been with all of them at one time or another. Anyone who was ever with Singlepoint, who were Vodafone onsellers, can probably claim to have experienced the worst of all possible Customer Service. However, I think that 3 are worthy rivals. Currently, I wouldn't even take a free contract from 3.

As for the others, Vodafone are generally good nowadays as are Orange. O2 (via Carphone Warehouse) are acceptable although you need to be a bit careful if you have a cashback deal as they seem to have a habit of messing around with bill numbers! I haven't had any recent experience of T-Mobile or Virgin.

Just avoid 3 would be my advice. :whistling:
#10
tony_s1
I've been with all of them at one time or another. Anyone who was ever with Singlepoint, who were Vodafone onsellers, can probably claim to have experienced the worst of all possible Customer Service. However, I think that 3 are worthy rivals. Currently, I wouldn't even take a free contract from 3.

As for the others, Vodafone are generally good nowadays as are Orange. O2 (via Carphone Warehouse) are acceptable although you need to be a bit careful if you have a cashback deal as they seem to have a habit of messing around with bill numbers! I haven't had any recent experience of T-Mobile or Virgin.

Just avoid 3 would be my advice. :whistling:


Yeah Singlepoint sucked ass, had an annoying habit of overcharging people. If you need a clue as to just how bad they were, Singlepoint were owned by the guy responsible for Phones4U.........Actually they were a bit like Virgin mobile are today, reselling on other folks networks (Voda and O2 - or whatever they were called back then, BT Cellnet was it?). Actually speaking of Virgin Mobile I do keep hearing good things about their CS. Although, last time I checked they were T-Mobile resellers which means putting up with T-Mobiles shocking coverage.

O2 may be better nowadays, it's been a few years since they darkened my mobile. But having sold on my g/f's details to a "3rd party", who proceeded to sign her up to a new contract without asking, they'll never get a penny off me again (no matter how much I want an iPhone.....). Took the threat of legal action and Ofcom to get that one sorted :x
#11
Well T-Mobile seem to be getting off lightly here so here's my opinion of them. There CS is in the UK so good point, they answer quite quickly. Bad points are they don't care about loyalty, their choice of phones are BAD, and the good ones they charge sometimes double than other networks. If you get a Ufix its ok but buy your own phone!
#12
Ive been with Orange for almost 10 years, and there service is THE BEST.....about a year ago there customer service HAS been going hill.....but they recently got a new CEO who has changed things around. Customer service very friendly and they actually help.

For £30 online you can get

600 mins
unlimited texts

or if you get a less value phone you can get it for £25

i mean Orange even

Orange even promise there network is the best
have a read:

http://www2.orange.co.uk/servlet/Satellite?pagename=OUKPersonal&c=OUKService&cid=1096023563823&t=Service
#13
I completely sympathise with you damnstudents! I have just got off the phone to them after a 22 minute call.
I have to call them every single month to complain about overcharging. I am now in dispute with them. I just spoke to my bank and they want to see a copy of the contract so they can put a stop to all this robbery.

I found a very useful site recently called http://uk.cellswapper.com/
You can swap contracts with people as there are very few ways out of this unless you Die/Join the armed forces and have proof apparently.
#14
Left them 4 years ago and never looked back.

Simply the worst company I have ever experienced, used to get overcharged EVERY month, their operatives have the loosest grip of the English language so trying to explain anything is pointless.

Just horrendous! Just thinking about the trouble they gave me makes me mad.
1 Like #15
kaits
I found a very useful site recently called http://uk.cellswapper.com/
You can swap contracts with people as there are very few ways out of this unless you Die/Join the armed forces and have proof apparently.


Actually if they're not providing the service you signed up for then it's relatively easy to get out of a contract as they're breaking the terms of it - they just want you to think it's hard (also a lot of clauses they use wouldn't actually stand up in court, they're often just a scare tactic). It's worth noting that the phone companies tend to move a lot quicker if you get Ofcom onside, they should at the very least be able to advise you of your options.

For example when I left Orange I had a hell of a job getting a PAC off them, one call to Ofcom and it was all sorted. Although if it's something like bad/rude customer services that's your problem they can't do much until a certain number of people complain.
#16
megalomaniac
Actually if they're not providing the service you signed up for then it's relatively easy to get out of a contract as they're breaking the terms of it - they just want you to think it's hard. Also worth noting that the phone companies tend to move a lot quicker if you get Ofcom onside, they should at the very least be able to advise you of your options.

For example when I left Orange I had a hell of a job getting a PAC off them, one call to Ofcom and it was all sorted.


hey Megalomaniac thank you for the tip :) really appreciate this. I did look at Ofcom website last night and once i have a copy of my contract that clearly states i should only be paying £25 per month i can take action. I can send it to them and to my Bank and then hopefully be able to end the matter.
#17
kaits
hey Megalomaniac thank you for the tip :) really appreciate this. I did look at Ofcom website last night and once i have a copy of my contract that clearly states i should only be paying £25 per month i can take action. I can send it to them and to my Bank and then hopefully be able to end the matter.


You might find this useful: http://www.ofcom.org.uk/complain/mobile/company/billing/
#18
megalomaniac

thanks again megalomaniac :) its all bookmarked for when i have the contract agreement as ammunition against the cowboys! I am going back to PAYG!
#19
any ideas about calls abroad with voda?
#21
I wouldn't say Virgin has good customer service for the last 6 months I've had nothing but trouble with them can't wait to get rid of my contract with them terrible coverage only 2 months to go.

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