I recently sent a letter of complaint to T-Mobile at their Sunderland address (6 Camberwell Way, Doxford Park, Sunderland, SR3 3XN) and someone called me back the other day.

She told me to call back on 0845 412 2800 (and gave me a direct extension), which is also listed in the unverified numbers section of your database, however when I tried to ring today I got a recorded message saying the number was no longer in use, but was available for purchase.

I'd like some help in finding a real number for the direct line to the  complaints department, preferably geographic but any at all would do. My experience of t-mobile's customer services is shocking, so I'd rather not to through the menu on the main customer services number to invariably get transferred to the wrong department.

Thanks for any help.

Christopher Evans wrote on Jun 22^nd, 2013 at 8:45am:

Which number are you referring to? It would be of help if you quote it in full here so we may know for certain and so it will be preserved here for the record (so that when this thread is read at a later date we know which number it is that you were talking about).

Christopher Evans wrote on Jun 22^nd, 2013 at 7:22pm:

Perhaps you misdialled as the 0845 number certainly goes through to T-Mobile, as I tried it earlier.

The Doxford switchboard number, 0191 501 1900, was one of a number of T-Mobile switchboard numbers listed on its website, perhaps over a year ago. I tried the number earlier and it was unobtainable. It may spring back into life when the office is open (this isn't unheard of) or it may now be no more. If it's the latter, please would you let me know and I will remove it from the listings?

Failing that, the Hatfield switchboard, 01707 315000, might be worth a try. The company may have closed down its other switchboards anyway as calls can be routed to anywhere at any site, I imagine. Extensions will be able to be dialled internally across the sites, as is often the case these days.

If the "extension number" you have is a T-Mobile internal one then ringing the main switchboard and asking for that extension should get you put through to the right place. The only exception is if this "extension number" you have been given is one specifically for use with the published 0845 number and which might not be of the format of the internal phone system - under these circumstances it perhaps might not work.

How many digits is the extension number? Perhaps you can quote it with the last two digits **ed out.

Christopher Evans wrote on Jun 22^nd, 2013 at 7:45pm:

To the best of my knowledge the 0845 412 5000 number is T-Mobile's main customer service number. A direct alternative to this (which gets through to the same menu) is to call the sales number, 0808 121 9999, and select option 2.

I listed the switchboard numbers with appropriate notes by them as, whilst they aren't direct alternatives, they might be of use in place of the 0845 number.

There is an unverified entry giving 0191 563 1500 for Doxford switchboard, so perhaps it has changed.

I removed the two entries with 0845 412 2800 in because that was the only numbers they contained, that is they had no alternative. If we find an alternative route then they will be put back.


Christopher Evans wrote on Jun 22^nd, 2013 at 7:45pm:

I would imagine that extension numbers within an organisation as big as T-Mobile (now EE) will be longer than four digits owing to the likely number of employees. For this reason you should perhaps be braced for the switchboard not putting you through (even though it's a switchboard's job to put callers through to extensions). As I say, this is just a warning.

The 28** numbers could perhaps be for issuing to customers which allows them to separate out calls from customers as opposed to other calls to staff members. These are just my thoughts and you may find out more on Monday.

Or then again, each site may have its own dialling code and the 28** is quoted without that code.

It will be useful if you can let us know how you get on as it might help others with the same query.

Christopher Evans wrote on Jun 24^th, 2013 at 2:55pm:

Thanks for the feedback. I removed the 0191 501 1900 number earlier because like you I found it unobtainable. I've promoted the new Doxford number to the verified listings.

In light of your findings, I suggest that the 28** "extension" number is specifically formed to provide to customers rather than being a conventional extension number for internal dialling in the office.

The only other avenue I can think of is if you know the person's name to ring the switchboard and ask to be put through to them. Or ask the person to give you either their 01/02 direct dialling in number or extension number that the switchboard can get them on.