I would like to complain about the supposedly Free Credit Talk Time one is entitled to with
Tesco Mobile .  If you Top-Up £20 in a month you get £30 free talk time but what Tesco doesn’t tell you is that one is unable to dial 0845 , 0870, 0871 0203, telephone Nos nor Premium Line Nos.. It’s Hardly Free, is it ? When I raised my concerns with Tesco they were unable to give me an Answer. I am sure many other Tesco Mobile Customers are
peeved by this Policy, and for People Unemployed “every little extra” does matter, but not where Tesco Mobile is concerned!

{ 56 comments… read them below or add one }

Christopher Marson November 26, 2009 at 10:54 pm

I can certainly see your point and can see why you would think the £30 ‘free credit’ would cover every call you make.

However, O2 do the exact same thing over there free allowance and must say as with all retail offers, there are always terms and conditions attached.Tesco are no different.

The blame here I am afraid is solely with yourself due to you not reading the terms and conditions which are freely available from their website http://www.tesco.com/mobilenetwork/content.aspx?page=48

Moreover, the exact clause which mentions the use of non geographic numbers can be found in section 3, subsection 3.2 and 3.4

I can understand why you haven’t read it as most people don’t but they are not printed for the sake of it they are mostly there to protect Tesco so when they get complaints such as this, they can point you in the direction of the clause and prove you haven’t got a leg to stand on.

All I can say is nothing in life is free and if you get an offer that reports to be so… the only thing to do is read the terms and conditions before you hand over your cash.

Chris

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Andy Griggs September 27, 2010 at 4:40 pm

What a pathetic attempt of a network Tesco is…
Your network is junk having to text 2 numbers for balances
Your customer service is appalling…
After requesting an unlatching code that long ago I can’t remember when, waited the advised 28 days never got it, no call from Tesco nothing, so I ring Tesco AGAIN!!! The code doesn’t work so advised to send the phone in & will take a further 2 weeks, you get phone 6th September, no updates or communication follows.
I ring you again customer care advise it’s a handset support issue & put me through, handset support say its customer care issue & put me back through to customer care, who say it’s a handset support issue but he will speak to them, were advised phone has been done & is on its way back to us within 3 days so I request a tracking code, guess what ????, that’s a handset support issue, so I’m put back through to handset support who yet again say its customer care who eventually say they will get a manager to call me.
2 hours later manager calls me to say actually phones been sent to Samsung for unlatching, but doesn’t know how long it will take, but will offer me a goodwill gesture on our SIM card.
Manager told to shove her goodwill gesture as I wouldn’t use your network again if it was the last network on the planet.
Your network stinks, your customer service is diabolical & if the manager that rang me is anything to go by the good riddance to Tesco Mobile, after nearly 45 minutes on the phone you still can’t tell me when ill get my phone back.
Ill Post a copy of my experiences around the internet for you on the relevant forums & I can assure you of one thing Ill speak to trading standards about your company.

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david seager November 7, 2010 at 7:15 pm

I dont know where to start really!!! I topped my phone up at the beggining of this month 3/11/2010 i immediatly went online and ordered a 200 text bundle and ticked the box to get my £2 unlimited browsing pass. Now in the 48 hours it took to be enabled on my account i somehow used 10 pound of my credit on the internet even though i didnt even go on the internet. I shouldnt have been able to go on the internet but my iphone obviously uses internet for location services in the background so by the time you sorted the bundles out i had no credit left and you only gave me a 100 text bundle the free credit i should have had has also dissapeared. So i was not happy.! I then had to put another ten pound on just to call your customer services on 08453006660 and i tried to explain to them what had happened and could they please change the 100 text bundle to a 200 text bundle for this month with the ten pound credit i have just put on he put me through to someone else i had to explain all this again then she asks me how much credit i have left before she will even talk to me she made me send balance to 2112 to get my balance and she said that my call was costing 20p it did not return my balance to me it just told me how much free credit i had left she said i will have to hang up find out how much credit i have and call back to my horror this call had reduced a tenner to £4.76 so now im pissed especially seen as your customer services told me to stay on the line the call was only costing a total of 20p she said So after all this i still havnt sorted this out with them all i want is to make sure next time i topp up this doesnot happen again i want a 200 text bundle and unlimited browsing pass set up so if my phone uses internet in the background it doesnt cost me a total of £25 plus £30 pounds free credit just to get this sorted out I am absolutely disgusted with there service i cant even contact the via email and i dare not call customer services as this is costing me money and they wouldnt even call me back to try and sort this out so it doesnt happen in the future so if someone does not contact me on my tesco mobile number 07548836396 i will have to change network providers before they steal more money of me david seager

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GRANT MACKENZIE February 2, 2011 at 1:25 am

WELL ILL JUST PUT THINGS DOWN IN CAPITALS, MY 80 YEAR OLD FATHER HAS BEEN CHARGED £3000+ FOR EXTRA DATE BEING USED, FOR A MONTH. HE SENT HIS PHONE IN TO GET CHECKED OUT, AND SPENT OVER 13 HOURS ON THE PHONE,,,AND 2 MONTHS LATER ITS STILL IN DISPUTE. HE GETS 3000 TXTS AND CALLS TO ANY NETWORK HOW CAN HE RUN UP £3000 OF EXTRA CHARGES? HE HAS BEEN LIED TOO LAUGHED AT SNIGGERED AT. THEY SAT THAT BECAUSE HE DROPPED HIS PHONE, HE IS RESPONSIBLE FOR THESE CHARGES.

I WOULD LIKE TO START UP A CAMPAIGN “FREINDS AGAINST TESCO”? CAN ANYONE HELP?

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Dafydd Long April 18, 2011 at 3:39 pm

I got the fuckin same kinda thing and I’m fuckin 15! I gota keep up with this my job and sorting out collage

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Ivor Griffin February 11, 2011 at 4:55 pm

I was with Tesco on a £30 monthly contract. unlimited everything subject to fair usage and i am fine with that.
to my horror this month it seems in just 11 days i have used up £700 of fair usage allowence and then they have charged me £4.50 per MB for more data transfer. i managed to rack up a £152 bill in a day and a half with £108 being for one free app!
Asda only charge 20p per MB all of the time.
Virgin PAYG top up £15 and get a GB of transfer and go over that and its just 30p a day
Tesco every little helps? i dont call extortionate charges of internet helping or fair pricing

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chris chabauty June 14, 2011 at 10:47 pm

i have had same over three day my iphone had managed to rake up £500 over my down load limit of 1 gig.without even having phone on. have phone tesco nearly every day for three weeks were i have been told you should check your usage your self even though they should text that you have reached 90% of your down load which they admitted that they failed to do so.I have been pass from costomer care HA Ha HA to exculatting team and back again so many time. I am so piss of wih them unable to get out of contract or get anyware with there so called costomer care

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Dafydd Long April 18, 2011 at 3:38 pm

TESCO!!! GRRRR!!! You dont tell me when I’m over my limit till I’m about £55 over! then I have to pay you that money on top of the weekly add as well as sorting out money for school e.t.c and collage… you really dont understand I only have a part time job because of my education. I wish you would just cut my phone of straight away when I go over my limit.. I would love for you to get back to me about this because this is the second time. and its really really really geting to me now!!

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Natalie June 23, 2011 at 5:47 pm

i now its anoying im cross with tesco aswell it tells you when you top up you get dubble free credit but i haven got it

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ann September 12, 2012 at 6:35 pm

asked for it to be capped

ann September 12, 2012 at 6:24 pm

hello my son is at uni ..i pay for his phone and i have had it CAPPED so he cant go over his limit ..this would stop you paying more than you should …he used to be with orange and we were paying neally £150 over in charges neally every month ..

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Jack June 20, 2011 at 3:19 pm

Email sent to Tesco Mobile today. I’ve spent 2 weeks, 5 hours, 2 trips to tesco store and apple store, and the managers can’t even be bothered to respond to an escalation. Their service is based on nothing more than incompetence.

My voicemail now has not been working for 2 weeks, I have missed calls from JOB AGENCIES whilst I’m currently changing jobs, and I cannot return their calls as they cannot leave a message. I’ve called into your help number NUMEROUS times over the last 2 weeks, and 2 escalations have been raised to managers, who have not called me back. Aswell as having my phone and voicemail reset several times, I have also wasted my time by replacing both the sim card and wasting an evening going into central london to replace my iphone in the Apple store. The service you have provided so far is AP•PALL•ING. I have been passed from pillar to post by the staff on the phone and there is still no resolution and no indication of when it will be resolved.
I would LIKE VERY MUCH for a manager to make it their priority to call me today to explain why the service is so bad and that my voicemail access (along with my voicemails) will be returned to me today. Also I would like you to explain how you are going to compensate me for all the time I have wasted trying to get this resolved.

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Natalie June 23, 2011 at 5:39 pm

hi im not happy at all with my mobile i have done all they say to get my free credit and im not getting my free credit i want an exsplanation !!! would i beable to bring it back and get a refund

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Rachel Frost July 12, 2011 at 10:02 am

I am definately boycotting tesco now. Bought a £300 Nokia N8 smart phone (first time i have ever splashed out on something like this). Had nothing but problems with the phone and the customer service has been awful. Wish I had never bought the bloody thing from tesco as can only speak to people on the phone about the problems (after getting passed from person to person over a long period of time. ended up being sent another phone as replacement, so at the end of the day I spent £300 on a new phone to get 3 weeks use then get it replaced with a reconditioned one, which after another 2 months use has frozen again. Probably going to lose another set of holiday vidoes and photos now as they will prob tell me to send it back to them again and replace it with another shoddy item. Nobody wants to help and couldnt get a refund on the original phone even though it was faulty!!! could go on and on about there attitude etc, its like they have your money then want to write you off.

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safiyyah mir July 14, 2011 at 4:25 pm

TESCO MOBILE :@?
i had a phone on a 24month contract, i was supposed to be receiving unlimited text but NO!, it was a 2000 ‘limit’ so i rang them up to ask them what it was all about because i was getting charged more and they told me it was ‘fair usage’ and all other networks do the same ( wich they dont ) the lady who i spoke to was very rude we atually ended up having an argument and i told her i wouldnt be using the sim anymore! so i decided to not use the sim but obviously still pay for it with i didnt mind. i accidently defaulted on a payment as there was no money in my bank account ( in april,i didnt even know about this till friday8th july )and 3 months later they block my phone and take 432 pound out of my account.i didnt receive any notifactions as tesco mobile were well aware i werent using the sim for the past five months but still decided to send texts to the sim,. so i rang up again on friday8th july and was told they would reverse the situation and put the money back in my account., i spoke to 3 members of staff and a head office worker wich all said that it should be reversed. i was then told they would ring back on wednesday 13th july. we had to ring them back,we had 2 wait 2 hours for a mansger to ring us back as i was told there was no managers there at the timne theyre still trying to reverse the progress , they promised to ring back today and they havent. im 19 years old. i was left with nothing in my account. i work 10 hours a week i had to do so much overtime just to earn that 432 and now its gone… !

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Lee August 13, 2011 at 4:24 pm

Hi,

Tesco Mobile did used to have unlimited texts with a fair usage policy of 3000. They have changed this to 5000 to prevent possible confusion with customers.

It sounds to me that your account has been deactivated due to non payment thus leaving you with a large bill which is presumably for the remaining months of your contract. If you have waited for a call back within 2 hours and not recieved one then i would suggest calling back as soon you can and requesting to speak to a manager or the relevant escalation team.

If the money has already left the account then refunds on exceptional cases can be made. If the money is outstanding on the account then write offs can be made in exceptional cases also.

If you have a failed payment on the account Tesco Mobile send you warnings text messages and emails through the month. You usually have around 6-8 weeks from the date of the failed payment to pay the outstanding amount before the account is cancelled.

I would suggest calling back into care and re-discusses this issue. if they have promised to call you back within 2 hours and have not done so then i too wouldn’t be very happy with this outcome.

I hope this helps.

Lee

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safiyyah mir August 14, 2011 at 1:20 am

Hi,
Thanks for emailing me back, its now august I still haven’t had my call back, its ridiculous to be honest, the payment that I accidently missed was passed on to a debt collection agency, this is how pathetic tesco mobile are, they didn’t even know wich debt collection agency they had passed it onto! Absoloutely ridiculous.. Although they robbed me £
432.. They’ve still managed to get another £30 of me. And if I wouldn’t of payed it, it would of been £100. All the managers on the Team said they’re was no possible way they could reverse the situation even though some of the Team said they would try. I’ve now sent a letter to head office, and will be sending another ! Apart from that what would you suggest I do?

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Jon Barton August 8, 2011 at 3:15 pm

i have an i phone 4 with Tesco crappy Mobile their customer services stink i had to give a months notice when my contract exipred to which i did was then given my Pac code to go to another Provider was told to unlock my phone i would get a text in the next few days with a code to unlock my phone 2 weeks later still no text rang customer services 7 times & all depending who answers the phone i get sorry sir you need to wait for a text or somebody else say’s buy a new sim card from a different Provider put in to your phone connect to i tines it will unlock your phone 3 of the customer service people told me that so i went out bought a Sim only deal put it i the Phone it never worked phoned customer services back
they said no you need to wait for a text my contract has now finished my last bill has been paid i have my pac code but my phone is still locked to Tesco Mobile Tesco Mobile,,,,Never Again my advice stay clear

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Lee August 13, 2011 at 4:18 pm

Hi Jon,

Unlocking codes for iPhones only take a few days really. It’s a simply click of a switch once the relevant forms have been sent. The advisor who sends the form recieves an email back once the phone has been unlocked and can in some cases give you a call to let you know. Once it’s unlocked you simply need to be put another network SIM in the phone and plug it into iTunes. iTunes will unlock your phone automatically.

I would call customer care again and ask them to resend the unlocking request for your iPhone. Obviously you are now paying a service else where which you cannot use due to the delay in the unlocking of your iPhone. This doesn’t seem too fair and perhaps maybe something to mention. If you wish to raise a complaint within Tesco Mobile you can request to speak to the Customer Concerns Management Team who will either take your call live or call you back within 2 hours.

I hope this helps.

Lee :)

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chloe August 9, 2011 at 1:15 am

i didnt get my £20 free when i topped up! help anyone?

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Lee Taylor August 13, 2011 at 4:14 pm

Hi Chloe,

if you haven’t received your £20 free credit when topping up then this could mean two things.

1) Your monthly anniversary date has not yet been reached and you will recieve your free credit in the near future. You can check this date by calling 282 free from your mobile or by sending a text to 28746 with the word “DATE”.

2) You are not on the triple credit tariff. You can check your self via http://www.mytescomobile.com and sign into your self care account there using your mobile phone. Alternatively you can call 282 again free from your mobile phone or call customer care on 4455 from your mobile phone which costs 20p for the entire call.

£10 top up gives £20 free credit
£15 top up gives £30 free credit
£20 top up gives £40 free credit

You have 30 days to use it and it can only be used on UK mobiles and landlines. You can check the free credit balance at any time by texting the word “BALANCE” to the number 2121.

Any problems you can email support@tescomobile.com too :)

Hope that helps

Lee

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Nigel August 27, 2011 at 2:43 pm

TESCO MOBILE ……STAY AWAY!!!!!!! My direct debit was accidently cancelled and a payment missed. No contact from them I have been away phone was off. I get home to find a disconnection notice I pointed out that I have never missed any other payments. And that according to their contract 13.3 disconnection/termination only happens after multiple missed payments. I spoke to their customer service (HA HA HA HA GOOD ONE TESCO). To be told that it was a system generated disconnect and they cannot override this, I pointed out the clauses in the contract ref disconnection to be met with a wall of silence. Surely this cannot be right? To accidently miss one payment and be disconnected.

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Emma Howe July 21, 2013 at 8:15 pm

Hi did you manage to sort this same thing has happened to me and they now want £255 which is crazy iv told them to reinstate the contract and il carry on paying £15 a month all this because I missed one payment of £15 :(

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cherie allen August 30, 2011 at 11:53 am

Hi, i am 6 weeks into my 24 month contract with tesco mobile. I have been emailing tesco for 2 weeks now regarding a possible handset problem because it was unable to put pics/videos on my pc from my phone. After no resolve i rang technical services yesterday who told me to ring samsung because it was a possible software issue! Before i rang samsung i deleted the kiers programme off my pc and reinstalled it…….waheyyyyy it was working now :) Anyway, kiers put updates onto my phone and i was able to put my pics/videos onto the pc. I was also now able to upload my holiday videos directly onto facebook from my phone (while connected to my home wifi) All was great……….or so i thought until i received a text this morning saying my services had been disconnected due to high usage!!! On checking my online bill and its usage since my last bill (which was 16th august), it is telling me that i have gone over my usage by £368.80 since 4.22pm yesterday afternoon until midnight last night!!!!!!!!!! OMG how??!!!!! I spent half an hour on the phone this morning and am STILL awaiting a call back to tell me what has happened. It seems rather odd that something has gone wrong since getting updates on my phone off the samsung website??? I am beside myself with worry because i cannot afford a £360 bill and also…………..as i have 500mb included in my tarriff…….howcome they starting charging me when i had only used 9862kb of my allowance?????????? HELPPPPP

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Melanie Taylor September 3, 2011 at 1:20 pm

My Tesco Pay As You Go LG GW300 is still in warranty, and has been back 3 times for repair in the last 4 months. The first 2 times it came back with the same fault, but last time it came back completely dead. When I contacted Tesco and demanded a refund, they sent me out another envelope to send it for repair. I told them I wasn’t sending it back a fourth time, and demanded the refund. Tesco are now claiming that (according to their records) they have never had the phone back for repair at all. Basically, I’ve been without this phone for nearly 4 months now, and Tesco Mobile Helpdesk are totally unhelpful. I have now sent an e-mail to Philip Clarke (Tesco CEO) and asked him to sort out a simple in-store handset replacement. I’ve also told him that I’m sick of paying for 0845 calls to his Customer Service Helpdesks, which seem to be manned exclusively by a bunch of useless unhelpful idiots. What do you think the chances are of Phil sorting this for me??!!

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Leanne October 6, 2011 at 12:15 am

I have been with Tesco mobile for the last 6months. I got a HTC wildfire on a 24 month contract. The man I spoke to when I took out the contract said I had a certain amount of minutes (which I don’t use any of) and unlimited texts and web. I made sure to ask that It actually 100% was unlimited as I use the internet a lot for social and work related things and he assured me it was unlimited. So I thought It would be the perfect contract for me. But my phone was disconnected a couple of weeks into my contract sayin that I had used more data than was allowed (which I found out was £60) and said there was a charge because is gone over but he said it was unlimited :s so as soon as my first bill came through i was charged over £100. I then found out that I didn’t have unlimited I had 500mb. I then had to wait till the 2nd of the next month to be able to use my phone again which was when I decided to keep a check on my online bill but after a couple of days and having to use my phone Internet for work purposes in-between looking at my bill my phone was disconnect again because of over use of internet which then let to another costly bill every month I’ve had the phone I’ve had a bill that is £60+ and its ridiculous. I would like to know if anyone knows how you can get out of this contract? I will give them the phone back changed back to factory settings. I dint want the phone or the contract. Can anyone help?

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Johnny November 17, 2011 at 3:26 am

i wud download 3g watchdog and apn driod on the andriod market to stop you from going over your data

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jgregor September 13, 2013 at 8:50 pm

Report being misinformed by salesman to Office of Fair Trading.
In settings make sure data roaming is off.

Scott A October 15, 2011 at 2:50 am

I would strongly advise against anyone taking out a mobile phone contract with tesco mobile. There customer service is appalling. The staff i dealt with were really ignorant, unhelpful and didn’t for a minute consider what i was saying to them. I felt as thou there joke (resolution team good luck with them) are the worst people I have ever had to deal with. It seemed that they already had a response of its your phone so its your bill. I somehow manage to run up costs of £35 in data over usage in 10mins. During this time i was not looking at any videos or streaming music although the resolution team says i must have. I was offered a £10 goodwill gesture only. I asked them to detail what used so much data in that short space of time or to ask why they cant text you your allowance before it exceeds your total. Yet again I was to blame as I have an account and I can log in and keep a check of my usage.

Although the amount is alot less than some bills on here even for a smaller amount they were just as rude and unhelpful. PLEASE DON’T USE TESCO as like in a previous posters cause there is now where for me to go as they have said they will hold me to my contract for the remaning 7months. It cant end soon enough for me now.

Scott

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James Daniel November 9, 2011 at 10:49 am

I had the same problem with my iphone 4, it’s still ongoing. They told me my unused allowance rolled on each month, and then I was told this was only for the first 2 months of the contract and then I was told it was only for the first month of the contract!! They claim that I managed to go over my data allowance by £103 from midnight until 8.30 in the morning. They disconnected my phone until the next allowance refresh date. They said that the cap I have put on my phone wouldn’t have come into operation as their systems are 5 HOURS BEHIND meaning it is pointless of having a cap because by the time it does cap off, its 5 hours over due leaving you with a big bill. They agreed to half this bill but checking my statements they have took more than that amount out of the account. DONT USE TESCO!!!!!!!!

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Tesco is rubbish April 21, 2012 at 10:06 pm

I have a similar problem, apparently my phone manage to connect to the internet while not in use and spend £105 of data within one hour. I have a 1GB allowance so how can a phone download so much data in such a sort time? I’ve been also with 3 and never had a problem like this, once my Tesco mobile contract ends never again. Does anyone know how to refuse to pay in a case like this? Customer services has bee totally useless.

Mr Mann October 17, 2011 at 3:54 pm

I have to agree with the above posters to STAY AWAY FROM TESCO MOBILE!!. I’ve been with the mobile company for a year and fortunately i haven’t been charged with the crazy prices as stated but i felt cheated when i simply asked them to change a few settings to allow my blackberry to work. I pay £45 a month contract on a iphone and when i switched my phone to a blackberry (work purposes) i was told quite rudely that there was no way it could happen. I’ve rang customer services, complaints and the resolution team but all are about as helpful chocolate tea pot. Sort yourselves out tesco!! You cannot set up a mobile service in the 21st century with systems and customer service as poor as that!!

Never the less I would NOT recommend TESCO to any prospective mobile customers and will not be suggesting this company to friends or family.

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Fadel October 26, 2011 at 12:34 pm

OMG, I thought I was the only one…..I’m so happy and delighted that my 12 month contract will end soon with TESCO MOBILE. It’s been a lesson I will never forget and I regret going with Tesco mobile.
I agree with every one here who complained about Tesco Mobile Customer Service. Yes, they are incompetent, unhelpful, unprofessional and the company wants to do NOTHING about it. So they will not have my custom any longer.
My iPhone4 developed a fault where by during a conversation, the person on the other end does not hear me but I hear them. The handset is still under the 12 month manufacturer’s warranty. So I took it to Apple store who confirmed that there was nothing wrong with the handset and that I should update the software, which I did but the problem persisted. So I called Tesco Mobile who said that I should send it to them to check by their repair centre, and here comes the disaster. Two weeks later I receive a letter from the repair center saying that the fault isn’t covered by the manufacturer warranty because there was a part missing!!!!!! How on earth could that have happened? They asked me to pay £423 to get it repaired. I have asked for my handset to be sent back to me which I will now take to Apple and get them to sort it out with Tesco.
When I asked for a customer service supervisor in two occassions they said there was none available and that if I have any issue I should write to Customer service complaint department which I have done two weeks ago by recorded delivery and till now I haven’t heard from them.
If you’re thinking of joining Tesco Mobile, my advice to you is DO NOT. Needless to reiterate, their customer service is APPALLING.

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Reader of T&c's November 4, 2011 at 8:02 pm

It seems here that most of you are getting shitty because you all failed to read the T&Cs

ANYONE IN THEIR RIGHT MIND WOULDNT SIGN SOMETHING IF THEY ARE NOT 100% SURE WHAT THEY ARE SIGNING YOU GUYS CLEARLY ARE ALL FUCKING THICK AND DESERVE ALL THE CHARGES YOU HAVE

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Johnniet November 8, 2011 at 12:25 pm

Hi Everyone,

Sadly it sounds like I have been having similar issues with Tesco Mobile. I was mis-sold a SIM card for another provider, without my knowledge. I was not taken through cancellation rights, direct debit scheme rights, my original contract was not cancelled so I have two accounts live. also to compound matters the SIM card received isn’t even for the iPhone 4. I am so frustrated.

Spoken to 7 different people and it is still not resolved three weeks after initial agreed change over to what I believed was a Tesco Sim only deal, transpires it was with Three, without my knowledge.

All of my personal details were transferred to Three with my authority, including payment details. furthermore a credit check was done on me without my go ahead. I only found out when I asked why she wanted a card number from me.

Now I don’t know who has my details and for what reason.

My experience with ‘Customer Services/Care’ is similar to what all you have found and unless I chased up my own complaint (twice) I would have been ignored. The Tesco representative, Lee Taylor, that is commenting on these posts was the one that I originally spoke to and it is evident that he never followed up on my complaints or issues.

I have asked on numerous occassions for copies of calls and notes on my accounts, which have been ignored. I have only been told that someoe will call me back that can help.

I have now contacted the ombudsman service, via Oftel and am seeking further legal advice. I would advise you all to do the same, as Oftel need to record the amount of complaints, and I am sure that those that take the effort to contact them, only scratches the surface.

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Tesco Sucks November 9, 2011 at 2:42 pm

Another disgruntled Tesco Mobile customer here. I hardly ever get good 3G coverage even in central areas and just went abroad where my smartphone managed to connect to the internet and rack £85 in 20 mins, eventhough there’s a £30 pound usage limit and I disabled roaming functions. Once back in the UK I realised my phone had been blocked by Tesco with no notification or whatsoever. CS useless and unhelpful, pay or pay was their answer, with that service and attitude they won’t last long, once my contract is finished NEVER AGAIN TESCO!!!!!!

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Bridget November 21, 2011 at 7:44 am

Another unsatisfied customer I cannot believe my phone bill switched of as went over bill what a shock as far as I knew I was on Internet I did at one point cancel I am on pay as you go monthly.decided to cancel as didn’t know how to use then when I was showed phoned them up and said wanted to go on internet before I said any think else they said you already on I said are you sure yes your bill will be 15 .a month .yesterday said on phone got up your services switched of gone over.strange phone of not Internet I rang tescocustomerservices mobile said I wasn’t on monthly for Internet asked me when I contacted them sometimes I can’t remember what I done day before .i am fuming as I have pc and I pad which I am using now so why am I gonna pay daily to use iPhone doesn’t make sense and customer services not one bit helpful I am soooo glad I didn’t go in to a contract tescocustomerservices read all your complaints I am not surprised by any of them .

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rob December 8, 2011 at 3:08 pm

What I would like to know is, I have 500mbps of internet in my contract but within 2 weeks its all gone yet I haven’t even used my internet once. Is Tesco taking the piss as I have turned my internet off on my phone yet its still being wittled down. If this shit keeps happening I’ll cancel my direct debit. Thieving yanks and their quest for world domination. Any ideas of why or how my internet is going missing will help.

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Edward Harvey December 13, 2011 at 10:26 pm

I am unable to top up on my 2 mobiles on line . Having been told by an Ian Lee that he would solve it I waited in vain. This has gone on for months . Katy wanted to put me through to a dept that handled problems but the advice she was given was to tell me, go to pay monthly . So I have , with Orange

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laura January 8, 2012 at 5:26 am

Well i am sooo angry !!!! tesco mobile what a load of rubbish !!!! i buy internet for £7.50p whitch is 1gb i top my phone up £10 i make just a few calls, all of a sudden i got £0.00p!! So i top up £10 again send some txts my credit again goes to £0.00p !!! So i check my internet it says to cancel my bundle press 3 so i know i have still got my 1gb internet so i start to think even though i brought internet its chargin me when i go on internet!! so today i top up £20 after i finish txtin someone i got £15 odd left fair enough then i go on internet n now i am so angry i have £5 odd left so tesco r robbing ppl!!! watch out!!!! i pay for internet n it still charges me!!! friggin joke!!

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Paul barnett January 13, 2012 at 1:53 pm

I recently took on a £30 per month contract (capped) . My second bill was £118 ?? Operators listened to the conversation and agreed that I was misled and informed of the usage. I’m still waiting for this to be resolved 10 day after talking and explaining the same story to 3 or 4 operators and managers promising to get back to me . It’s not happened . Soon my phone will be completely barred . Thanks Tesco.

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Dave February 1, 2012 at 9:12 pm

Tesco Mobile is SHITE. No doubt about it. But while the company is raking in millions each day (rightly or wrongly) do you really think that theyre going to care about a few disgruntled people. If a few thousand clubbed toghether on the other hand.. you may have some bargaining power.

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P. Fanning March 7, 2012 at 2:47 pm

What a company, the worst customer service I have ever come across aided and abetted by a Chief Executive Officer that could not care about customers whatsoever. Always hiding behind the Data Protection Act rather than produce solutions, assistance or help. They have taken money from my account without notification, withheld refunds for several months. Lost phone, sent phone to wrong address, failed to communicate properly. The CEO has failed to answer any of the letters sent to him and obviously condones the activities and abysmal service provided by Tesco Mobile. I have spent over 6hrs on the phone to their customer services at my cost without any ounce of sense or satisfaction. Now using the Ombudsman Services to obtain a response and the return of the money taken and withheld.
My advice do not use this company at any time unless you want endless problems and unnecessary costs.

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Ruth March 10, 2012 at 10:11 am

DO NOT USE TESCOMOBILE!!! I am a reasonable person but there customer service is literally the worst I’ve ever had. I will never leave O2 again. You cannot contact them on anything other than an 0845 number, and you had to sit through endless options before you even get to speak to anyone…then it really gets bad! I bought a pay as you go phone from them, purposely to put my O2 sim in. On their website, where I purchased it, they advised you could pay £20 for an unlatching code from them. I did this, and recieved the code via email. Code did not work. After several lengthy calls, an advisor thought to tell me you cannot unlock a phone with an 02 sim with those code. This was never mentioned. I was told id be rang within 3-5 days with a new code and I would need to get hold of another network sim. The call never came so I rang them back again, after having managed to get hold of a sim. Someone gave me some new codes over the phone, once again did not work. The advisor said to me if the codes failed, they would send me a new phone, unlocked in exchange for the old one. I rang to advise they had not worked and the advisor I spoke to said I would have to wait 3-5 days for more codes. I said I did not want to waste any more time or money ringing them and would just like to exchange it. He said to me tesco never did this and I would have to wait. I asked to speak to a manager and was told ‘ you can’t talk to a manager just to moan!!’. I decided I had had enough, and returned the phone. I emailed them to ask for my £20 unlactching fee back as I never got the service. I recieved no response so after a month I emailed them again. I then got a voicemail asking me to call them. After sitting in a queue, got to speak to someone who said I couldn’t have my money back, but they were just calling to show me they do respond to emails! ….after a month! Appalling company, appllaing service, STEER CLEAR AT ALL COSTS!

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Mike a April 4, 2012 at 12:26 pm

I have a £17.50 sim only 30day contract with 1gb data capped at £50, I now have a bill for £598.00 as customer care informs me their system takes 8 hours to update so they were unable to enforce the cap. They have offered me a 50% charge cut so I now owe £296 a long way from the £50 cap, why have a cap if it takes 8 hours for their system to catch up. Ofcom say that tesco’s can charge what they like as there is no regulation to stop them. Tesco’s web site T&C does not tell you that the cap takes 8 hours to come into force. Customers BEWARE !

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Andy Griggs April 4, 2012 at 1:29 pm

I wouldnt be paying it full stop.
If you bought a £50 cap & theres knowhere in ther T & C’s to say it takes 8 hours to become active then you have complied with the agreement, unless they can prove you breached it let them take you to court & defend it using THEIR T & C’s as your evidence,Tescos are absolute pits of a network.

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Johnny A November 17, 2012 at 11:23 am

Section 12.9 of the pay monthly service T&C’s

Johnny A November 17, 2012 at 11:25 am

http://phone-shop.tesco.com/tesco-mobile/about-us/terms-paym-service.aspx

12.9 We will impose a maximum limit on your account which will be reached if your chargeable calls are equal to or exceed:

a) £300 for £45 per month iPhone contract
b) £250 for £35 and £40 per month iPhone contract
c) £200 for £20 and £25 per month iPhone contract
d) £40 for a standard tariff that is £10 or less
e) 4 times your monthly subscription in any one month for tariffs that are more than £10 but less than £17.50. For example, if your monthly subscription is £15, your maximum limit is £60.
f) £70 for a tariff that is between £17.50 and £25

Your account will be assessed automatically at four hourly intervals. Therefore, any significant spend within a four hour period will not be detected until the next automatic check and no call restrictions will be applied during that time. You will be responsible for any spend that you incur beyond your usage limit before any call restrictions are imposed.

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Purna Gedela April 17, 2012 at 4:36 pm

It is a real robbery from Tesco mobile. I have topped up with my debit card successfully for £10. Immediately I have message on my phone saying ” your balance is £8.65.” They have stolen my £1.35 straight away.

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Scottie April 21, 2012 at 11:25 am

Keep away from tesoc mobile its a rip off… :( I left o2 to try tescos OMG!!! what hav I done :((( joined on the 18th April 2012 pay & go top £15 they gav me £30 free = £45 + 5,000 + free texts. you think this is good Ahhhhhhhhhhhhh!!! no within one hour used up £10 + no 3g signal, call tescos they say I dont get 3g in my area ( balls ) I told them always got great signal with wait for it o2 & guess what tesco hav teamed up with O2, so tesco got 99% of UK population covered for voice and data…….so no 3g them hmmm & another thing cant get 3g signal but on the 19th I used up £5 of data for that day I had no signal
keep away guys….now I’m back with o2 till the end of time, as of today 21st April 2012 10:29am I hav £7.34 left I’ve call only 2 people………………….TESCO RIP OFF.COM

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Scottie April 21, 2012 at 1:26 pm

I also spent my £15 topup on music downloads so tesco dont get it, lmao…..hehehehehehehehe R.I.P TESCO.

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ann September 12, 2012 at 6:33 pm

I wanted to check if all three tesco phones were on one clubcard ..why is it they want the Balance of the phones for a security check ? its ridiculous ..how do i know what the balance of my sons phone is when he is away at uni ..my other son is at college he is on his phone all the time ..how am i suppose to know the balance of his phone ..its STUPID …there are other way you can do a security check ..my post code ..my address .. i would really like to hear from Tesco Mobile on this subject because i really think that the operaters can ask other security questions but dont want to deal with you …

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maggie June 18, 2013 at 11:43 am

‘Beware TESCO FREE CREDIT that isn’t?
I attempted to top up on the 1st June and was told I wasn’t successful because they did
recognise the information I had given, and advised me to try again.
I then successfully topped up £20 expecting to get £40 free credit. I received my bank statement today 18/6/13 and saw that Tesco have taken TWO x £20. I rang and spoke to a girl Cedre, who told me that I HAD TOPPED UP TWICE. Which I did NOT!!! I explained to her that my first attempt was rejected and that I made only one further top up, for £20. I explained that I was not mentally impaired, and would have topped up £40 in one go had that been my intention, rather than in two amounts of £20??? I then asked her where my £80 of free credit was for the two amounts, and she informed me that I could only have a maximum of £40 free credit, which was ”clearly stated” in the leaflet I got with my sim card fifteen years ago?????
As far as I am concerned Tesco are working a scam, and I have written to Watchdog to investigate this and would advise everyone of you on this thread to do the same.
The information in their leaflets is obscure and the language used seeks to obfuscate, and confuse IMO.
Time to boycott TESCO… who appear to be too interested in making a profit, rather than giving a good service. Are you aware that all their call centres are either in India, Manilla or some other third world country? We have millions of young people out of work here in England, while they invest in their own pockets by exploiting cheap labour abroad.
BOYCOTT NOW!!!!!!!

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Tess June 28, 2013 at 3:27 pm

Last time I checked, India, Manilla and some other third world country were NOT in the UK!

Tesco Mobile call centers are ALL UK BASED….therefore they do supply work to people out of work in England and therefore are NOT exploiting cheap labour abroad!
Maybe check out your information before setting out to “BOYCOTT” a company, who in fact are Recommended Providers by Which? …

If you have issues such as this and many of those highlighted in the above thread, it might be worth popping into your local Tesco Phone shop who can also deal with the matters through the same call centre but may also be able to provide the customer with helpful and friendly advice and/or speak with the advisor as a point of contact to help deal with any issue.

There is no need to speak to the customer care assistants in the ways that some people on here have explained. At the end of the day they are human too and respect works two ways….!!

And for those topping up with more than £10 per month…why not try a sim-only monthly rolling contract which you are not tied into rather than pay as you go, which would save all of you money every month (in fact you’d save more and get more for your money than what you would get on triple credit…)

Every Little Helps!

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Emma Howe July 21, 2013 at 8:10 pm

Hi there iv had a tesco mobile for 8 months in may I missed a payment due to no funds in the bank but they continued taking out the £15 a month contract fee so I assumed that I’d payed the money’s owing not missing the fact the the phone has been broken and unusable for the past 3 months due to my daughters carelessness so anyway to cut it short thy have terminated my contract and wanting £255 out of my bank on the first of August which well isn’t going to happen i paid the £15 I owed and told them to reinstate the contract which they said no to and I was to pay the full amount of £255 which I’m sure up agree is crazy after looking thru there contract they can terminate but only after numerous missed payments iv told them I will be in touch with trading standards and seeking advice from citizens advice has any one else had the same problem and managed to get it sorted ? Emma

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ASM January 26, 2014 at 5:18 pm

Tesco!!!!!!! You get a phone and an account from them, but the minute your less than 3 month old smartphone goes wrong, through no fault of your own, they don’t want to know, they send you to o2 or Samsung……wrong Tesco, you will meet the mother tomorrow in Tesco Extra Barnstaple and you will replace my son’s phone, I wont leave until you do and I will make as much noise as possible, you fat cats have got away with this for far to long!!!!

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