TROUBLESHOOT MOBILE YOUR SELF

Troubleshooting on a mobile phone deal
Carol relies on her mobile phone more than most, as she suffers from multiple sclerosis. She was spending too much on her Orange pay-as-you-go and visited Carphone Warehouse to change over to a monthly contract deal.
Carol showed Carphone Warehouse the phone that she wanted and says that she was recommended a contract on the T-Mobile network. She told us she also wanted to keep her existing phone number.
"They told me that it would take a few days to change the number over, and in actual fact it took more than a fortnight!"
When her number was eventually transferred to the T-Mobile network, Carol found out that there wasn't any reception in her house.
She says she went back to Carphone Warehouse where the only solution they could offer was an additional SIM card on the Orange network which she could change and put in her phone when she was at home and then revert to the T-Mobile SIM card when she was out and about. However, this proved very difficult for Carol as switching the SIM cards was a very fiddly operation.
"With the MS I've got very little feeling in my hands, so it really is almost impossible to get the back off," she told us."
Carphone Warehouse wouldn't let Carol cancel the contract because she was outside of the 14 day cooling off period. Carol says that this is because the number transfer took so long.
Carphone Warehouse are also saying that they conducted a T-Mobile StreetCheck when she took out the contract which indicated that coverage should have been good at her address - so what is the advice when buying a mobile phone?
Margaret Griffiths a Professor in Consumer Law expert said: "Everyone knows that mobile phone coverage does vary depending on what network you're on or where you are - so really it should be buyer beware. You should take time to check out the information to make certain before you commit to buying a phone.
"If the shop is saying the coverage is good and it's not, then technically you have the right to cancel the contract under the Sales of Goods Act because the product isn't fit for the purpose."
We headed off to Carphone Warehouse to try and sort this one out.
Carphone Warehouse say the network providers' street check advice is generally accurate, but for a minority there may be unforeseen circumstances - which is what happened with Carol.
Carol might be finding her reception about to change - Carphone Warehouse have apologised for the inconvenience and have spoken to T-Mobile who have agreed to cancel the contract with no penalties.
They have found Carol a deal on Orange, and are giving her £40 to cover the difference in line rental. Best of all, she now has a phone that works at home.
Sorted!