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Cellular Phone Forum / Country Specific / UK Group / April 2007Got X-Series from Three? Check your bill carefully.
It seems there's an error with some X-Series add-ons. Three seem to think that email is excluded from the 1Gb allowance - I had a proper nightmare getting £12 refunded after having sent a 10Mb email! However, no matter what customer services say, email is specifically definitely INCLUDED in your 1Gb allowance. If they suddenly sneakily change the T&C, I have a timed screenshot of the page of terms from today that I can send anyone if they need it. Once again, WEB usage seems to be working fine, but they seem to be charging EMAIL at the old rates (something ridiculous like £1.50/mb, forget exactly what she said now) which is most definitely wrong! Be persistant and very clear with customer services, and you WILL get a refund. I had to bite my tongue though - they said that they were "willing to make this goodwill jesture as I was a valued customer of three!". I made her admit that this was nothing to do with goodwill, it was the very least they could do having incorrectly billed. She saw the point (eventually) and I finally got an apology. > It seems there's an error with some X-Series add-ons. Three seem to > think that email is excluded from the 1Gb allowance - I had a proper [quoted text clipped - 16 lines] > very least they could do having incorrectly billed. She saw the point > (eventually) and I finally got an apology. Probably worth noting here that Three's own 3Mail email service has always been excluded from X-Series (for some strange reason) and charged. However, using any other POP/SMTP service has always been included within the X-Series data allowance. On Apr 27, 7:43 pm, Jonathan <digitalto...@gmail.com> wrote: > It seems there's an error with some X-Series add-ons. Three seem to > think that email is excluded from the 1Gb allowance - I had a proper [quoted text clipped - 16 lines] > very least they could do having incorrectly billed. She saw the point > (eventually) and I finally got an apology. Probably worth noting here that Three's own 3Mail email service has always been excluded from X-Series (for some strange reason) and charged. However, using any other POP/SMTP service has always been included within the X-Series data allowance. I agree 3Mail has always been excluded, but any other email is included. I have been charged for 3Mail and not for my pop email. > On Apr 27, 7:43 pm, Jonathan <digitalto...@gmail.com> wrote: > [quoted text clipped - 26 lines] > I agree 3Mail has always been excluded, but any other email is included. I > have been charged for 3Mail and not for my pop email. Probably worth noting that this isn't the case any more. Or rather, if you read EVERY page of tbe x-series T&C (as I've done, making screenshots!) you'll see that no-where does it specifically mention that mobile mail isn't free. More to the point, on the the front page of the x-series, there are the words: Also, in the x-series FAQ: --------------------------------------------- Get help on using the X-Series: eBay Mobilcast Mobile Mail --------------------------------------------- The X-Series Silver plan says: -------------------------------------------- · Unlimited data* to use on: Ø Web surfing with Yahoo! Search and Yahoo! Go Ø Mobile Mail with Yahoo! Mail, GMail and other internet service providers --------------------------------------------- Whereas "normal" X-Series (same price) says --------------------------------------------- · Unlimited data* to use on: Ø Web surfing with Yahoo! Search and Yahoo! Go Ø Yahoo! Mail, Hotmail, GMail or pretty much any internet service provider's email account Ø Podcasts --------------------------------------------- *IF* I hadn't have spotted that, I might not have had a case, but I don't see that there's ANY wiggle room when it says "Mobile Mail", and that is exactly what I used. Also, she tried to say that this wasn't if I used their own SMTP server! So, I made her tell me where it says that. LONNNNNG delay while she checked with supervisor, at which point she made the "goodwill jesture" point, and this is why I made her admit that it wasn't for goodwill, it was simply because there was NOTHING, ANYWHERE to say that mobile mail isn't included. Now, I agree that before X-Series Silver, there MAY have been some confusion. For example, see these two posts: http://www.smstextnews.com/2006/12/x-series_mobile_mail_is_billed_not_yes_it_is_ no_its_not_who_knows_dunno_er.html http://www.smstextnews.com/2006/12/frank_sixt_cfo_three_uk_3mail_still_chargeabl e_but_yahoomail_is_free.html Just out of interest, if anyone DOES still have the "old" x-series T&C which EXCLUDE mobile mail (rather than INCLUDING) it, I'd be interested to see what it says. > > It seems there's an error with some X-Series add-ons. Three seem to > > think that email is excluded from the 1Gb allowance - I had a proper [quoted text clipped - 24 lines] > I agree 3Mail has always been excluded, but any other email is included. I > have been charged for 3Mail and not for my pop email. Probably worth noting that this isn't the case any more. Or rather, if you read EVERY page of tbe x-series T&C (as I've done, making screenshots!) you'll see that no-where does it specifically mention that mobile mail isn't free. More to the point, on the the front page of the x-series, there are the words: Also, in the x-series FAQ: --------------------------------------------- Get help on using the X-Series: eBay Mobilcast Mobile Mail --------------------------------------------- The X-Series Silver plan says: -------------------------------------------- · Unlimited data* to use on: Ø Web surfing with Yahoo! Search and Yahoo! Go Ø Mobile Mail with Yahoo! Mail, GMail and other internet service providers --------------------------------------------- Whereas "normal" X-Series (same price) says --------------------------------------------- · Unlimited data* to use on: Ø Web surfing with Yahoo! Search and Yahoo! Go Ø Yahoo! Mail, Hotmail, GMail or pretty much any internet service provider's email account Ø Podcasts --------------------------------------------- *IF* I hadn't have spotted that, I might not have had a case, but I don't see that there's ANY wiggle room when it says "Mobile Mail", and that is exactly what I used. Also, she tried to say that this wasn't if I used their own SMTP server! So, I made her tell me where it says that. LONNNNNG delay while she checked with supervisor, at which point she made the "goodwill jesture" point, and this is why I made her admit that it wasn't for goodwill, it was simply because there was NOTHING, ANYWHERE to say that mobile mail isn't included. Now, I agree that before X-Series Silver, there MAY have been some confusion. For example, see these two posts: http://www.smstextnews.com/2006/12/x-series_mobile_mail_is_billed_not_yes_it_is_ no_its_not_who_knows_dunno_er.html http://www.smstextnews.com/2006/12/frank_sixt_cfo_three_uk_3mail_still_chargeabl e_but_yahoomail_is_free.html Let's just say I have been using my own SMTP server for 5 months i.e. not 3Mail and have not been charged a penny for data usage. When I first got X-Series I used 3Mail for a couple of emails and was charged. Are you sure that despite setting up your own SMTP settings your phone is not using 3Mail by default. > Let's just say I have been using my own SMTP server for 5 months i.e. > not 3Mail and have not been charged a penny for data usage. When I first > got X-Series I used 3Mail for a couple of emails and was charged. Are > you sure that despite setting up your own SMTP settings your phone is > not using 3Mail by default. SO what if it is? (And it was). With X-Series Silver, it says I can use ANY mail provider. I was using 3mail. And no-where, but no-where in the X-Series Silver terms, does it say that any form of mail is included. This is the same argument billing tried on, but would they have refunded me if the charges were incorrect? I think not. So, let's be specific again: X-Series (£5/month) DOES NOT specifically include "mobile mail", X-Series SILVER (£5/month) DOES include Mobile Mail. > X-Series Silver terms, does it say that any form of mail is included. ...that should read "excluded", of course! > > Let's just say I have been using my own SMTP server for 5 months i.e. > > not 3Mail and have not been charged a penny for data usage. When I first [quoted text clipped - 12 lines] > X-Series (£5/month) DOES NOT specifically include "mobile mail", > X-Series SILVER (£5/month) DOES include Mobile Mail. I think you're getting confused with 'Mobile Mail' the product and email from your phone. 3Mail isn't Mobile Mail -- and 3Mail has always been charged; as you can see from the Price Guide which forms part of your terms of contract with Three. > > Let's just say I have been using my own SMTP server for 5 months i.e. > > not 3Mail and have not been charged a penny for data usage. When I first [quoted text clipped - 12 lines] > X-Series (£5/month) DOES NOT specifically include "mobile mail", > X-Series SILVER (£5/month) DOES include Mobile Mail. >I think you're getting confused with 'Mobile Mail' the product and >email from your phone. 3Mail isn't Mobile Mail -- and 3Mail has >always been charged; as you can see from the Price Guide which forms >part of your terms of contract with Three. Agree. 3Mail and Mobile Mail are separate products, where in their publicity does it say 3Mail is free, it only says Mobile Mail. > > > Let's just say I have been using my own SMTP server for 5 months i.e. > > > not 3Mail and have not been charged a penny for data usage. When I first [quoted text clipped - 19 lines] > Agree. 3Mail and Mobile Mail are separate products, where in their publicity > does it say 3Mail is free, it only says Mobile Mail. Well, if mobile mail isn't mail from your mobile, then what the heck is it? Three billing did actually try this nonsense about mobile mail and mail from a mobile being different. "But wait, didn't you just tell me that mobile mail won't work unless it's activated as an add-on?" "That's right". "Is it active?" "No" "So, how can I be being billed for a service I apparently don't have?" That's all I had to say to her on that one! Amazing though, how that have to "just put me on hold to check these details" for every single question! It's like they can't cope if someone goes off-script. I trust their billing dept so little now, that I even took pictures of my phone screen showing what add-ons were active in case I had to fight this harder! In the end, all I had to do, as stated before, was make the woman read the same terms that I had onscreen. Once again, look at the T&C for the SILVER x-series. Look, I can see how there could be a lot of confusion over this, even on the standard package. I mean, this guy's been at the heart of the mobile industry for years, and even he can't get a straight answer! http://www.smstextnews.com/2006/12/x-series_mobile_mail_is_billed_not_yes_it_is_ no_its_not_who_knows_dunno_er.html http://www.smstextnews.com/2006/12/frank_sixt_cfo_three_uk_3mail_still_chargeabl e_but_yahoomail_is_free.html And even then it's not clear! What IS clear is that on all the x-series silver info is "Unlimited* data to use on: * Web surfing with Yahoo! Search and Yahoo! Go * Mobile Mail with Yahoo! Mail, GMail and other internet service providers" *Unlimited is 1gb. My emails totalled about 10mb. A reason to charge? No. Hence the refund. On Apr 29, 9:41 am, "acdeag" <KWDQVSEET...@spammotel.com> wrote: > > > Let's just say I have been using my own SMTP server for 5 months i.e. > > > not 3Mail and have not been charged a penny for data usage. When I [quoted text clipped - 21 lines] > publicity > does it say 3Mail is free, it only says Mobile Mail. Well, if mobile mail isn't mail from your mobile, then what the heck is it? Three billing did actually try this nonsense about mobile mail and mail from a mobile being different. "But wait, didn't you just tell me that mobile mail won't work unless it's activated as an add-on?" "That's right". "Is it active?" "No" "So, how can I be being billed for a service I apparently don't have?" That's all I had to say to her on that one! Amazing though, how that have to "just put me on hold to check these details" for every single question! It's like they can't cope if someone goes off-script. I trust their billing dept so little now, that I even took pictures of my phone screen showing what add-ons were active in case I had to fight this harder! In the end, all I had to do, as stated before, was make the woman read the same terms that I had onscreen. Once again, look at the T&C for the SILVER x-series. Look, I can see how there could be a lot of confusion over this, even on the standard package. I mean, this guy's been at the heart of the mobile industry for years, and even he can't get a straight answer! http://www.smstextnews.com/2006/12/x-series_mobile_mail_is_billed_not_yes_it_is_ no_its_not_who_knows_dunno_er.html http://www.smstextnews.com/2006/12/frank_sixt_cfo_three_uk_3mail_still_chargeabl e_but_yahoomail_is_free.html And even then it's not clear! What IS clear is that on all the x-series silver info is "Unlimited* data to use on: * Web surfing with Yahoo! Search and Yahoo! Go * Mobile Mail with Yahoo! Mail, GMail and other internet service providers" *Unlimited is 1gb. My emails totalled about 10mb. A reason to charge? No. Hence the refund. "MobileMail" is a particular service they offer whereby mail is automatically downloaded to your phone, the "MobileMail" software on your phone is for receipt of emails only, the email account it checks can be with nearly any ISP. However you cannot send with "MobileMail", you have to set up a different account to send, if you don't then you send through 3Mail which is chargeable. "MobileMail is already on your phone you just have to give it your server information. Simple really!!! This email neatly sums up why Three is the last SP you should consider dealing with. All their classic traits are here including: - overcharging not sticking to agreements changing T&C's on the fly an amazing standard of customer service etc. PS are they still super gluing SIM's into phones? It seems there's an error with some X-Series add-ons. Three seem to think that email is excluded from the 1Gb allowance - I had a proper nightmare getting £12 refunded after having sent a 10Mb email! However, no matter what customer services say, email is specifically definitely INCLUDED in your 1Gb allowance. If they suddenly sneakily change the T&C, I have a timed screenshot of the page of terms from today that I can send anyone if they need it. Once again, WEB usage seems to be working fine, but they seem to be charging EMAIL at the old rates (something ridiculous like £1.50/mb, forget exactly what she said now) which is most definitely wrong! Be persistant and very clear with customer services, and you WILL get a refund. I had to bite my tongue though - they said that they were "willing to make this goodwill jesture as I was a valued customer of three!". I made her admit that this was nothing to do with goodwill, it was the very least they could do having incorrectly billed. She saw the point (eventually) and I finally got an apology. > PS are they still super gluing SIM's into phones? WHAT?!? Mine wasn't - but....really??? The only thing that REALLY ticks me off is that they seem to have crippled (can you say that these days?) my phone insofar as nothing has access to data. So all these media players you can download for the 6280 that might actually work, can't load any media! Tsk. |
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