Changes to T-Mobile W&W Plus/Max

[old bill]

For new customers who sign up to T-Mobiles W&W Plus and Max they now get free Hot spot access as well.

http://www.t-mobile.co.uk/services/about-t-mobile/media-centre/

[Cropstar]

Only for new customers though, not existing :mad:

[alanjrobertson]

I've e-mailed them through their website about his - very annoying that existing customers (who are paying exactly the same as new ones) are being denied this. Will post what they say in reply but I'd encourage others to e-mail in and register their displeasure! (surely it's in their interest to offer this anyway and spread the load between their WiFi and 3G networks??).

Alan

[bhavv]

Wow! How can they deny upgrading current customers to this? I dont have a wifi enabled phone, but would definately have the incentive to get one if I got access to it on my w+w max. Although this makes me hate SE for not putting wifi on the k850i.

I would like the free wifi please please pretty please.

[walgal]

just to let you know that the offer is open to all not just new customers if you have w'n'w plus or max then you can have the free pass

[alanjrobertson]

Ooh - sounds good! Where did you hear this? Why I contacted CS initially they were clear it was only for new customers (although it took them a bit of searching - I had to guide them over the phone to their own Press Releases on their website and point out the one I was talking about!) - would be great to have official confirmation somewhere.

Cheers,

Alan

[[1]Player]

It is definately true. I'm looking on the CS intranet right now and it has a procedure for customers who took out their contracts before the 1st of January. If they don't know about it and can't find it they're not looking in the right place.

[hip59]

"If they don't know about it and can't find it they're not looking in the right place"

have you thought that it might just be that its in the wrong place, or put away were they not see it.

Clearly if ppl cant find it , its not clear enought!

[[1]Player]

I don't even work in CS and i found it very easily... the link to it is off the main web and walk page! Short of it being on the front page of the intranet i'm not sure how it could be more clear.

[alanjrobertson]

Great - thanks - will call about this (I'm going to be down at LHR later this week and it would be handy to have free WiFi :))

Alan

[alanjrobertson]

OK - looonngg time on hold while the CS rep checked. He then said "this is a promotion only for new customers, but is also for existing customers, only there will be a charge if I add it to your a/c":confused: :confused:

Didn't understand that at all, but he then said - "actually only the upgrades dept can add this on for free - would you like me to transfer me to them?" - err, yes!

Cue more time on hold....

Music still playing...

Speaking to two more people in CS...

More music...

Sounds like this person actually knows what they're talking about (they're saying they will eventually add it to all accounts but at present it's only going on to new ones by default and then existing ones for those who request it)...

...and 33 minutes on - finally sorted :D - well almost, just need to wait an hour for SIM updates then text OPEN to 9526, but pretty much there. Glad CS calls are free to contract customers!

Many thanks to walgal and [1]Player for confirming it's not just for new customers!

Cheers

Alan

[JonStatt]

This seems to be causing terrible confusion.

I just had a 45 minute exchange with T-Mobile CS and they couldn't find the procedure on the Intranet at all! This was actually the 3rd person I talked to as well......so clearly this process for existing customers is NOT simple to find.

I then decided to dial Upgrades even though I am mid-contract. I had to press an option that says I know I can't have an upgrade but I insist to talk to you!

I then spoke with a nice lady who seemed to know about this and emphasised it was on request only. They then said all I needed to do was send OPEN to 9526.....but I wasn't completely sure if she changed anything on my account or not! If she didn't, I guess I will know pretty quickly as I will
get billed when I start using that ID and password in the returned text.

Could a T-Mobile CS person who knows this process, state on this thread exactly what a CS person needs to do to find this on the Intranet!

EDIT: If I look at my account online I now see this, which is rather worrying!! T-Mobile HotSpot Access Monthly £8.51. I certainly hope I am not billed on a monthly basis for this!


Jonathan

[alanjrobertson]

Hi Jon - I've got the same entry on my a/c. I'm waiting for my bill to see if it shows up as a charge or not - if it does I think I'll be getting back in touch with the Customer Services Director's PA again! (she called me back following a previous billing saga and got things sorted).

Alan

[adamuk]

Guys I called up about this, and after being on hold for aaages I finally got it sorted. The guy I spoke to told me that I needed to be on the Web&Walk Plus tariff, not the Flext 35 with Web&Walk Plus as an extra.

I was dubious at first, but the guy confirmed that I would not be charged any more, I would still receive my free weekend calls, and hotspot access would be free. My tariff would be exactly the same, but simply had a different name. It didn't automatically extend my contract either, still the same number of months remaining.

Haven't used the hotspot access since my tariff has changed, though everything seems to be working just fine and i've been charged no more. No extra service seems to have been added onto my online account also.

[alanjrobertson]

Hmm - interesting. Sounds like there is still a lot of confusion at T-Mobile re. this! Let us know if you get billed any access fees for accessing HotSpots.

[JonStatt]

Any tariff with an inclusive allowance in it must still have a number associated with it. e.g. 30 or 35 etc.

So are you saying there is a tariff now called W&W Plus 35?

At least I know I am not alone, so I guess I will just wait to see what appears on the next bill.

[adamuk]

Yep the guy told me that there is a tariff that is called w&w 35, which has web and walk plus as standard. I was a little confused, but he seemed to know what he was on about. He said it would be exactly the same as my flext 35 with w&w plus as an extra, but i would get free hotspot access. I even called up at a later date as i was unsure if i'd be charged for hotspot, and the lady confirmed i wouldn't due to the tariff i was on.

[JonStatt]

Interesting indeed. Good luck to everyone who is waiting to see if this really works out for them!

I am not sure how much we can trust the online account view anyway, as I just realised its wrong anyway for me. I see

Flext 35 + web'n'walk Plus (18 months) £40.42 (without VAT)

in my view..but actually I pay £36.16 per month +VAT.


Jonathan

[snu]

Your tariff is £40.42 but you'll also have a £4.26 per month "Go Direct" discount which isn't shown under the tariff section of My T-Mobile but will show on your bill.

[mikeysyke]

Just to get this correct, Flext 35 + WnWplus is an actual tarriff or the the WnW plus part £5 an extra? I as this because I currently have Flext 35 + WnW and I would like to make it plus because of the Wifi access and the fact that messaging is allowed. I am currently have the T-mobile advantage plan which gives me 50% off line rental, so would I get 50% off £47.50?

[alanjrobertson]

Just to confirm - now had my March bill. It has the £8.51 +VAT/mo for Hotspot access but then also has an 'Allowance discount' to cancel it out - they definitely sorted it at zero cost! Here's the full info:


Flext 25+web'n'walk (18) £27.66
Flext 25 + web'n'walk gives you £60 to use however you
choose to local, national and any UK mobile numbers at
anytime, incl unlimited internet browsing. Your £60 is
deducted as follows: calls 20p/min; sms 10p; picture
messages 20p.
T-Mobile HotSpot Access for 4/2/08 to 1/3/08 £7.92
T-Mobile HotSpot Access £8.51
web 'n' walk Plus upgrade £4.25
£5 Go Direct Discount for 2/3/08 to 1/4/08 - £4.26
Allowance discount for 4/2/08 to 1/4/08 - £16.43
Monthly charge total £27.65

[JonStatt]

Just to confirm - now had my March bill. It has the £8.51 +VAT/mo for Hotspot access but then also has an 'Allowance discount' to cancel it out - they definitely sorted it at zero cost! Here's the full info:

I can confirm the same. Excellent!

[musical]

Can a T-mobile person help me?

I am on Flext35 (18), old style so inclusive voicemail, etc., with web'n'walk pro as an add-on. I'm six months through my second eighteen month contract on this basis (got one of the last decent upgrades). I get 25% go direct discount. I am really happy with T-mobile.

I'd like to upgrade to Web'n'Walk Plus, for the free Hots Spots and the extra one gig data allowance.

Question:
How can I upgrade without losing my 25% discount and my inclusive voicemail?

I think:
a) if I upgrade to Flext35 with Web'n'Walk Plus as a tariff I retain my 25% discount but lose my inclusive voicemail;
b) if I change from the Web'n'Walk Pro to the Web'nWalk Plus option I:
(i) won't get the WiFi;
(ii) might lose the 25% discount on the Web'n'Walk Pro addon;
(iii) won't be able to change back to Web'n'Walk Pro as no longer available.

Can someone who really knows the answer please let me know?

Thanks very much in advance.