Wednesday, June 18, 2008

T-Mobile UK doesn't understand mobile web

or it's customers!

T-Mobile as a network operator has pioneered, to some extent, the mobile web by being an early adopter of fixed rate mobile data plans. They also opened up their portal to the wider web rather than focussing on creating and managing their own portal. I stick with them because T-Mobile has been value for money so far.

But I reckon there are some very weak links in the organisation for this to happen:

Message just received via SMS: "From 28 July we're increasing the charges for calling some numbers beginning with 08. For full details please visit our website at"

Can someone tell me why this information couldn't have been put into a mobile friendly page with a direct link so I can check it there and then? After all, it's only a list - there's nothing complex in there. And where do they get off putting up their prices anyway for this without any explanation as to why beyond 'according to OFCOM guidelines' with no link to said guidelines. In some cases the cost has gone up 400%. I find it hard to believe that OFCOM has been telling network operators to *increase* their prices. Details below:

08xx number changes
To make things clearer for our customers, we have aligned our 08 number charges with local and national calls to follow the latest Ofcom guidelines. These calls aren't included as part of your allowance in any of our price plans.

The table below will give you an overview of how your price plan has been affected by the change, the 08xx numbers affected and details of how the prices are changing.
08 number changes

0870 / 0871 / 0844 / 0845

Tarriff Current Charge New Charge
Flext 10p 20p
Combi 10p 30p
Solo 10p 30p
Everyone Off-Peak 10p 30p off peak / 5p on peak
My Faves 10p 30p
Freetime 10p 40p off peak / 5p on peak
Family 10p 20p
Relax 10p 12p
Just SIM 10p 30p
Web'n'Walk / Data Plans 10p 20p
N.b. Call charges are in pence per minute.
Changes will all take affect from the 28th July 08. If you have any additional queries please contact Customer Services by dialling 150 from your mobile phone.


Of course this isn't the first time, and probably not the last. I have countless useless marketing and service messages from T-Mobile - the most memorable being the one promoting Euro 2004 England football content. My surname might be Keegan, but I'm not related to the footballer and it doesn't mean I like football. I've never suggested I'm into football for one minute and my footie-mad pals would concur. But even if I was a football fan, they sent the message the day *after* the match that England *lost*. When will they ever learn...?