Mijn Klacht:
We are experiencing a disruption as we have never before witnessed. While we always had an issue with T-Mobile’s connection immediately after starting subscription (4G thuis), since three days we have no Internet at home (from where my wife and I work) AND no Internet on our mobile phones (so cannot even hotspot). In addition, our mobile phones also don’t have a good cellular connection and nobody hears us on the other side.
I called yesterday and was told there seems to be an issue indeed and she would ‘not dare say until when it shall last’. Today I called again, and was shocked to hear it might take until the 27th. In a normal world, if you know there is a disruption, you let your clients know (at least those affected), to the best of your capability, what this means, resolution and timetable, certainly companies adhering to ISO standards, not to mention such international companies such as T-Mobile. Definitely NOT let the clients in the dark trying to understand what is happening. T-Mobile, as a data company ironically is the first that can and should send emails or text messages to affected clients. Say you didn’t notify. Then once a client calls and reports this, they should be updated. I wasted a lot of time on this, and have absolutely no connectivity.
I said I ask to be disconnected if so, and was told that this doesn’t constitute a reason to disconnect although it makes a week of no service (and am I expected to even pay for it???) The line either dropped (as my reception is extremely badlands ironically the rep said this) or she hung up on me in the middle of a phrase.
No Internet also means for us no TV (and kids are at home), no online banking and trading, no alarm system, no telephone (as there is no reception), no emails, no music streaming
As mentioned, both my wife and I work from home. She had meeting with clients which could not go through, and I had teleconferences with doctors whom needed online training for urgent oncologic treatment.
Gewenste Oplossing:
Retroactive disconnection of ALL three accounts (2 mobile and 1 4G thuis) and reimbursement of these subscriptions retroactively from beginning of May 2022
OR
just a reimbursement of the full month of May on these 3 accounts.
