Just wanted to vent some frustration about o2

[jabingla2810]

Im about 4 months into my £35 a month contract, and they've just introduced new plans for the same money, that include more texts and less minutes.

Perfect for me.

Ive read a lot of people online who phoned up and got moved onto the new plans, so I decided to give them a ring.

Got through to a man who sounded like he wanted to kill himself, I explained that I wanted to move onto the new iphone plans, that include unlimited texts, he said it was only for new customers..... I explained that friends and lots of people online seem to have done it.... he said, "well they havent because you cant, can I help you with anything else?"

I said no, he then he tried to sell me broadband.... I put the phone down.

Phoned back again, finally got through to a woman, who seemed really helpful, I explained that I wanted to be put on the new unlimited text iphone plan, and she said it wouldnt be a problem and put me straight onto it.

Fantastic!

Woke up this morning with a text from o2 telling me im no longer on an iphone contract, and I may be charged for data.

I phoned up o2 again, and was told that i'd been put onto a non iphone contract by mistake, and that I will be charged for data. I asked to be put on the correct iphone contract, and they said it should happen tomorrow.

I asked if i'd be charged for data in the mean time, and she said yes!

I explained that this wasnt my fault, and that I rely on emails during the day, so what could I do?

She said, theres nothing they can do, and ill be charged for any internet usuage that happens till they put me on the correct plan!

Bit annoying....as ive not done anything wrong and im going to be charged

 

[omegac]

Send them an e-mail, the people that answer the phones are the one's who weren't deemed suitable to clean the offices....Same at T-Mobile, guy I spoke to sounded like a retarded stroke victim!

 

[OllyW]

Ring them again and ask to speak to a manager. Explain clearly it was not your fault and ask them to make sure you won't be charged for their mistake.

If you are still not satisfied, send an email cataloguing your conversations with Customer Services to complaintsreviewservice@O2.com and it should get sorted fairly quickly.

 

[wazza12345]

On the flipside every time I've spoken with O2 on the phone they've been helpful, accurate and friendly. I can't fault my experiences with their customer service.. which is refreshing when nearly every company these days offers outsourced call centres, with useless staff..

I've got no affiliation with O2, just thought I'd throw my 2c in to show both sides of the coin

 

[MacBoobsPro]

On the flipside every time I've spoken with O2 on the phone they've been helpful, accurate and friendly. I can't fault my experiences with their customer service.. which is refreshing when nearly every company these days offers outsourced call centres, with useless staff..

I've got no affiliation with O2, just thought I'd throw my 2c in to show both sides of the coin

Kind of agree with you there Wazza. Just hearing an English accent is refreshing enough!

 

[mikey4020]

I feel your frustration I emailed them asking to change and the reply I got back confirmed the change but look at what I get to use on the 21st March.

You'll be happy to know that as you're a valued customer, I've changed
your tariff to the new Online iPhone £35 tariff which includes:

- 300 minutes
- Unlimited Texts
- Unlimited Data and Wi-Fi.

It'll be effective from 21 March 2010, that's one day prior to your bill
date 22 March 2010. Your line rental will be £35 per month. As your
tariff changes on the 21 March 2010, only for this one day you can use:

- 10 minutes
- 0 texts.

The bill dated 22 March 2010 will show the following charges:

- a refund of one day for your old line rental - £1.17
- a charge of one day for your new line rental - £1.17
- new tariff amount - £35.

All the bills after this'll have line rental as per your new tariff
which is £35 including VAT. From your next bill date onwards (22 March
2010) you'll get full allowance which is:

- 300 minutes
- Unlimited texts.

So I don't get any data for the 21 March and I'll be paying 12p a text. Nice

 

[drummerlondonw3]

o2 have always been great to me but I have heard some horror stories aorund changing plans and payments.

My friend paid for his line rental twice a month for a YEAR and each month they refunded the difference and cut him off for one day!

I'm not kidding either. No idea why, just went on one month finally sorted. Good company on the whole but they do have issues when things move out of the ordinary.

contacta manager asap and just ask for some money to be credited to your account to cover the cost of the bill.

When my iphone 3g was one day late I got it for 1/2 price. If you have a decent monthly bill you will get quite far.

 

[OllyW]

On the flipside every time I've spoken with O2 on the phone they've been helpful, accurate and friendly. I can't fault my experiences with their customer service.. which is refreshing when nearly every company these days offers outsourced call centres, with useless staff..

I've got no affiliation with O2, just thought I'd throw my 2c in to show both sides of the coin

I had a horrible experience with O2 Customer Services which dragged on for 9 months. The O2 fraud investigations team were a lot more helpful though.

 

[pica93]

-

 

[mikey4020]

http://shop.o2.co.uk/tariffSmallPrint#iphone

From above T&C's

8. Inclusive Messages and Message Charges

1. Inclusive messages on O2 Pay Monthly tariffs (including iPhone tariffs) can be used for unlimited:
* texts sent in the UK to UK mobiles,
* (for 2009 Pay Monthly tariffs only and not 2010 tariffs), texts sent from abroad (including Jersey, Guernsey and the Isle of Mann),from your mobile phone for private, personal and non-commercial purposes. This excludes international texts. You may not use your SIM Card:
* in, or connected to, any other device; or
* in a way that adversely impacts the service to other O2 customers.
2. If O2 reasonably suspect you are not acting in accordance with this policy O2 reserves the right to impose further charges or disconnect your SIM or tariff at any time, having attempted to contact you first. Inclusive messages on O2 Pay Monthly tariffs can not be used for:
* premium rate messages where special charges apply,
* sending messages from the UK to international numbers, these are charged at 16p, except for customers subscribed to Discount Country or ITS who will be charged at 12p; or
* any chargeable messages you receive.
3. Picture messages or video messages sent to UK mobiles will be charged at 20p per message.

As stated above picture messages will be charged at 20p per message. It used to be one MMS used four from your allowance (Same for SMS sent from abroad) but with unlimited texts I suppose they don't have a way of making a MMS equivalent to a text. What I don't understand though is that an MMS uses a data connection to send the picture, so why when you have unlimited data can they not just include picture messages in your unlimited text allowance?

 

[jabingla2810]

Just to update anyone wondering.

I am now on the correct iphone plan.... so i'm happy

o2 did try and charge me £11.50 on top of last months bill to cover internet usage, but I phoned them up and explained it wasn't my fault.

They agreed to credit my account to cover the costs

Thanks very much for the responses and advice, much appreciated

 

[iMacDragon]

http://shop.o2.co.uk/tariffSmallPrint#iphone

From above T&C's


As stated above picture messages will be charged at 20p per message. It used to be one MMS used four from your allowance (Same for SMS sent from abroad) but with unlimited texts I suppose they don't have a way of making a MMS equivalent to a text. What I don't understand though is that an MMS uses a data connection to send the picture, so why when you have unlimited data can they not just include picture messages in your unlimited text allowance?

Because they're in the business of making money.

 

[Morteza-]

I thought 3 was a terrible network but it turns out that they all are. I'm not too sure if you guys get this problem too but O2 seems to drop a lot of calls (specially on the iPhone) and it goes straight to answer machine a lot of the time. I've had my iPhone changed twice and tried a new SIM as well but the problem is consistent so i've put it down to O2 being sh**.

The other thing is their price plans ain't very well thought out. Going back to '08, here's what i did...

18 months £45 contract + 16GB iPhone 3G (£89) (downgraded to £35 after 9 months) = £809

whereas others did...

18 months £35 + 16GB iPhone 3G (£189) = £819...


I got 600 more mins and 200 more texts per month for 9 months I believe and paid £10 less

 

[anjinha]

I thought 3 was a terrible network but it turns out that they all are. I'm not too sure if you guys get this problem too but O2 seems to drop a lot of calls (specially on the iPhone) and it goes straight to answer machine a lot of the time. I've had my iPhone changed twice and tried a new SIM as well but the problem is consistent so i've put it down to O2 being sh**.

It's not that O2 is crap, it's about the coverage in your particular area. I've been to London twice, got an O2 pay as you go SIM and never dropped a call or had any network related issues.