USB Webconnect Jet Stick From T-Mobile
Customer of T-mobile since 2006.
Purchased USB stick 1/14
Web stick worked fine right after bringing it home. Used it regularly for the first week. During the first couple of weeks the web stick broke and I had to pay $25 to replace it, even though I pay monthly insurance on the device.insurance for web stick is an additional $5.99 a month but as of April insurance was raised by $2.00 more a month. I had the same problems with this stick as the first.
I noticed by the second month that there was only one bar of signal at any given time and 3G network was not showing up. I could only surf the Internet on and off. Web pages would not fully load, images/flash would not load and there was extremely slow video playback. Other times I was unable to web surf entirely.
I contacted T-mobile several times regarding no connection and low signal issue. I was told they were working on the 4G towers but that they would have it fixed in 24 hrs-2 weeks. I was told to be patient and keep trying it to see if it worked. During one call Technical Support spoke with me and they put in a work order ticket for my area and I was told they had been receiving complaints from other people in my area as well (from Savannah all the way to Atlanta!). I was walked through resetting the web stick and even went outside to try to get better signal. Nothing helped.
After making about the third phone call to T-mobile about the issue I was sent a new web stick to replace the one I had in the case it was my device and not the service. This made 3 web sticks I tried since getting internet service. The third stick proved to work just as poorly.
After all the frustration I took my bill into the T-mobile store where I purchased the device and the Store Manager credited $40.00 towards my bill for the inconvenience. This happened twice. The last time I was in the T-Mobile store I was told to not try to use it for several weeks aside from checking the signal, until my bill cycle was up.
At the end of April I tried to connect to the internet one last time using the stick and as I suspected, I was not only unable to surf the Internet I was unable to connect to T-Mobile network. I tried several times and just received a “network error” message.
My husband, Jason, contacted the T-Mobile store to explain to them our issue (yet again) and that we wanted to be let out of the contract since service was so terrible. We were told to contact T-Mobile Customer Service.
We contacted Customer Service, spoke to several people about the issue and we were transferred many times to different people to which we were made to explain the problems over again. Jason spoke with a man who told us the account would be zeroed out and there would be no charge and that he would transfer us to someone else to take some additional information.
After being transferred we were told we owed $64.15 for the last bill and that $18.17 needed to be paid immediately to avoid a bad credit rating. She asked to speak to me, I then paid the overdue $18.17.
Following the payment I made, I was told we still owed $45.98 for the last bill (for an entire month of service where there was NO usage) as well as a $200.00 cancellation fee for canceling the contract before the end of the contract date. We asked to be transferred to a Manager. Jason spoke with a Manager in Customer Service by the name of Karen who argued with us over the fact that there was usage on the web stick.
We then pointed out that the usage was at the beginning of the contract period and that as she could see it died down significantly over the next couple of months. She told us even though there was minimal usage there was nothing she could do further. We were told there would have to be no usage for them to wave the fee.
We explained how as the days past we eventually stopped using it due to the fact it would not work. We also pointed out that there was no usage the entire last month. She informed us there was nothing she could do further and that we had 90 days to pay the $200.00 cancellation fee before it would go on my credit report.
We asked to speak to a higher authority and she gave us the address to the Albuquerque, NM office. She instructed us to write a letter about our issue and they would contact us back. I still have two web sticks in my possession (the first broken one and the last one I was sent. I mailed back the one they replaced).
I purchased the web stick to use to work my business from home and due to the fact it did not work have lost out on internet sales for 4 months (the entire time I had it). Since that time I learned one can access the internet via the G2 phone, and that is what I have been doing. I was not informed of this prior to the sale of the web stick.
I just want out of the contract and not have my credit dinged without paying for services that have never been provided to me.
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