Hi, All,

Just interested to see how many other people have recently had there Fresh Mobile SIMS Disconnected as per Car Phone Warehouse's cleansing program.

There customer services in Warrington and Preston have admitted to receiving a few calls about this over the past few days.

My own number was DISCONNECTED since Thursday 24th April 2008 without any notice what so ever and there response was 'its in the terms and conditions'

Anyone else in the same position?

Haven't had mine disconnected but recall that you must make one outgoing call every ?60? days. This hasn't been applied in the past.

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Circumstances alters cases!!

Well looks like they have pressure from T-Mobile to cleanse there data. i.e if they are not earning revenue then to Disconnect them. Even so they still earn revenue by there numbers receiving incoming calls

I have reviewed there Terms & Conditions which state:

11.2.4 where you do not use the phone for a continuous 90 day period in which case we will have the right to disconnect your SIM card;’

Correct me if I'm wrong by the word ‘use the phone’ Does not imply as having to make an outbound call, as I am still using the service by receiving an incoming call, and they would still earn revenue from this, maybe not as much if I was to keep spending money on topping up etc.

In the past I have had Text Messages or an Email from them giving me some notice before Disconnecting my number, which is the courtesy thing to do, but not according to there customer services, they just like to tell you its in there terms and conditions and its tough.

I have even happily agreed on the 24th April 08 to pay the £10 Reconnection Fee as I was advised it could take upto 24 hours, 48 hours later was then advised its in 'error state' which was advised it could take up-to 5 days, if that wasn't bad enough, then I was advised by a CCM it could take up to 15 days.

No surprises CPW was on Watchdog tonight.

Use means make an outbound call I'm afraid apart from, as far as I know still, Virgin where it's call OR receive.

Interesting, so would this mean the word ‘to use’ means a different term for CPW and a different term for Virgin Mobile. Why not word it stating ‘you must make an outbound call’ rather then ‘to use’ the service.

It gets even better; even so my number was originally on Easy Mobile and was ported directly by Easy Mobile over to Fresh. CPW Customer care has told me on numerous occasions my account is an anonymous account and they have no details, even though it has been nearly three years I have been using them and they originally ported my number by me completing an online form moving from Easy Mobile over to Fresh, and they were the ones who posted me my simcard.

Any more Ex Easy Mobile Customers who ported over to Fresh Car Phone Warehouse, worth you checking if your accounts are still registered or not or are you showing as anonymous also?

1 I had to e mail Virgin to get the exact definition which I'm pretty sure included a limit of 360 days/one year.

2 I have done similar with other networks but can't remember which but remember that 180 days was mentioned and no other figure.

3 CPW's monthly brochure used to/does state on the PAYG page the frequency of calls which was 180 days for the four main networks.

4 T-Mobile's GET MORE says 90 days.

5 A Fresh 'top up' only lasts a month then you lose any unused credit.

Looking at the above suggests to me that I am a sad figure straying into anorak territory. :-)

Day 5 - Still No Service...
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I have just been looking for there Code of Practise and have found this to be over 2 years out of date on there own website.
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9. Approval and Review of Code

This Code is approved the Office of Communications (Ofcom) and is reviewed by Fresh Mobile annually.

Fresh Mobile's Code of Practice
for Complaint Handling
(Applicable from 2 October 2005)

There Customer services only have one name who you can complain to, and that is Charles Dunstone.

UPDATE REGARDING CPW - Fresh Code Of Practise.

This Morning I have had email confirmation from Fresh Customer Services

'I can confirm that this is the most recent and currently applicable code of practise for Fresh Mobile.'

Just hasn't been reviewed for the best part of two years.

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Looking at a review website I have discovered this has happened before where customer have had there simcard disconnected and those customers were also ex Easy Mobile customers.

drumster:

1 I had to e mail Virgin to get the exact definition which I'm pretty sure included a limit of 360 days/one year.

2 I have done similar with other networks but can't remember which but remember that 180 days was mentioned and no other figure.

3 CPW's monthly brochure used to/does state on the PAYG page the frequency of calls which was 180 days for the four main networks.

4 T-Mobile's GET MORE says 90 days.

5 A Fresh 'top up' only lasts a month then you lose any unused credit.

Looking at the above suggests to me that I am a sad figure straying into anorak territory. :-)

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I have the Fresh T&C's in front of me, They are in respect of a Fresh SIM (only) bought in 2002.

7. Ending the Agreement.

In addition to anything else we can do, we may end the agreement or suspend the service or both at any time without telling you and without incurring any liability to you if:

d) You do not use the phone for 60 days when we will have the right to disconnect your SIM card. "Use" in this context shall mean that you make at lease (their spelling) one outbound call in any continuous 60 day period.

There is no mention of losing any credit at any time due to non use or any other reason. However the initial £5 "Free" credit when the Sim was first bought only lasted 14 days and was then lost (from my memory)

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Circumstances alters cases!!

There Customer Correspondence Team have just emailed me the link to there latest terms & conditions, however this link is

http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.HELPINFO.ORDERONLINE.NETWORKTERMS.FRESH

Last updated: April 2006

1.4 All services, offers and promotions are subject to additional terms and conditions advertised in our marketing literature and on our website www.freshmobile.co.uk. Please check our site regularly as these terms are updated from time to time.

This link is here:

NOTE this is not via the Car Phone WareHouse site but instead via talktalkmobile

http://www.talktalkmobile.co.uk/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.PORTAL.TTMOBILE.STATIC.FRESH.TERMS

They maybe exactly the same wording, but definitely separate layouts ever so confusing...

Day 6 - Still No Service.

Believe it or not, but only today it's been escalated to T-Mobile.
(Let's not forget the SIM WAS DISCONNECTED Since 24th April 08)

Any more FRESH Mobile Customers had there SIM CARDS DISCONNECTED WITHOUT NOTICE?

How long has it taken to have your service put back on? There contact centre has confirmed they have quite a few cases like this, many people are unhappy for losing there credit as well as loosing there numbers...

Thanks to all those for your feedback regarding this instance. I will keep you posted on the outcome.

Tesco do a range of similar SIM cards without the hassle, even clubcard points. That's where I'll go if my fresh is cut off.

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Circumstances alters cases!!

Hi All,

I can confirm my phone was put back on Yesterday Evening FINALLY CONNECTED!.

Thanks to all of you for your feedback and a special thanks to mobiledisputes.co.uk for having this escalated.

This has lead to many questions which have not been answered which the management team @ CPW will be answering

Thanks again for Money Supermarket for allowing me the use of this forum.