I have just signed up for the pay monthly 3GB mobile broadband. When I agreed to the tariff ( Sales via 191 ) I was assured that it would not be possible to go over the 3GB limit with out further authorisation from me – effectively capped. However, I received my ‘Welcome to our mobile broadband service” letter yesterday where is indicates a monthly cost of £xx.xx plus £15.00 per GB if you go over your monthly limit. Yesterday I contacted customer services regarding this and I was told that there is no such limit. If this is the case then the mobile broadband was mis-sold – if there is any doubt listen to you recording of the conversation – the one used for quality and training.
Secondly, The booklet ( P072VC07/09G ) which accompanies the welcome letter includes details of being able to check your account online. During the above conversation with customer services I also said that I could not check anything relating to the account online. The mobile account number is there along with my other mobile number and when it is highlighted and clicked the screen shows the tariff details for the mobile broadband – however when the majority of the options shown below the tariff section on the WEB page are selected they show my mobile phone account details not the mobile broadband. I was told – after some checking by the customer services agent – that it is not possible to check the mobile broadband, as detailed in the booklet, online. I have two questions
- Why is my mobile phone number account details shown instead of the mobile broadband account details?
- Which is correct regarding the checking of account details – customer services or the booklet?
I must add that customer services were very helpful during the above enquiry and I am in no way complaining about them.
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