I signed up for Even More webConnect Overage Free Data Plan Plan with ZTE MF691 DATA STICK KIT on January 30, 2011 for service to begin on February 1, 2011. It was a 2-year contract. I spoke extensively on the phone with the customer service representative who was friendly and helpful, except she failed to mention T Mobile can't guarantee internet service. The product worked as expected until late April, when my internet connectivity was slower than a dial-up speed (and I had not used anywhere near the 5 GB limit). In May and June, I reached out to customer service for help on a number of occasions. Each time I was required to repeat my entire issue and I was transferred from agent to agent. They did troubleshooting and other tests, with no conclusive results. On two separate occasions I was told that they would call me back to follow up on my issue and both times I never heard from them.
I have had limited to no internet connection since May. There were some instances where the service worked well, but they were sporadic and unreliable. Most of the time I have a service slower than dial-up.
I called on August 2, 2011 at 8:26 pm to cancel my service and request that the $200 cancellation fee be waived. I no longer wished to do trouble-shooting, etc, because it was a long process which had not resolved my issue. I was re-routed to Marty in Customer Retention. After explaining my situation again, Marty said that the reason I had little service was due to "leaves growing on trees". He also said that in the contract, T Mobile is not liable for service so he could not waive the $200 fee. I went forward with the cancellation and expect to be billed for the $200 cancellation fee any time now. I was not given an apology for T Mobile's refusal to waive the fee or for the lack of internet service. While Marty was not rude, I was so frustrated and shocked by the lack of any efforts to help resolve my issue (on top of 2 months of little to no service), that I was reduced to tears by the end of the conversation.
I did not ask for my monthly payments to be refunded, I simply wanted to get out of the contract (that for all intents and purposes was voided when I had no internet service) and not be charged $200 to do so. I believe that there is a standard of fairness in this case that is not being met. I understand that in the contract it states that T Mobile is not liable for service, but to place such a major condition that is the very core of the contract in the "fine print" seems misleading and unfair.