O2 or Aerial - who am I with? and why has my phone stopped working when I tried to ask O2 online?

[Anonymous]

My 02 contract was up for renewal and someone claiming to be from 02 phoned and offered me a new deal for 24 months. My contract now seems to be with Aerial but my bank Direct Debit is still with 02. Are they a bonafide company? Today they (Aerial) sent me a letter saying I'm due a monthly refund for not getting a new phone, and want my bank details including account no and sort code. Is this all OK? I tried getting help with an O2 online advisor but they couldn't help me and now my mobile phone has stopped working. Screen looks fine but I cannot send or receive calls or texts since asking for help!!!

[jonsie]

Surely being honest, open and upfront would be a criteria for a trusted partner? Aerial seem to be exactly the opposite with the damping evidence posted by dozens of their disgruntled 'customers' on the community going back years. How many people actually being mislead don't join the community and have nowhere to turn for the help that you are able to give @Toby?

[Toby]

Hi guys,

We cannot (the community) observe at each and every instance and assume this has never happened. (I'm not referencing this case FYI). Often we have found other details emerging that have confounded the issues greatly and affected what has happened. I regularly get PMs or talk to members and it emerges that Aerial have never contacted after a contract is processed, meaning that they are not aware and cannot rectify it. 

Having said this, we do feedback each and every instance seen here and Aerial is eager to tend to each and every one. I get what you're saying guys, I really do. One of the cons of a community is that we tend to see the very negative aspects of services that are actually doing well (such as Live Chat, which has really high satisfaction scores overall).

[jonsie]

I understand what you are saying but at one time,  you had to provide proof via a vat number or an invoice to get a business account.  Aerial should not have access to the data base of consumer customers, simple as. They only provide business accounts and mislead customers into thinking they are receiving the call direct from o2. It's only way down the line they become aware that they have signed up to a three year business contract without the change of mind right afforded to a normal consumer. This company has no defence,  I'm sorry....

[Toby]

Hi @jonsie, thanks for this point, its really helpful to aid us in reviewing things. I really appreciate it

[adamtemp64]

@jonsie I have to agree with your suggestion and think it has been mentioned before here and in other places.

My coworker had absolutely no idea he is a business customer and thinking back to a call he made via 202 it diverted him to 8002 menus!

He has agreed to a new contract today with a supposed 7 day cooling off period if it is a 3 year contract I think he will be excersising the 7 day period in the sims he had today but as we were in rural Somerset on 2g the email  would not download. I hope he will share the email with me and I am able to advise him!

[Toby]

Hi guys,

Just to update on this issue. Aerial have been in contact with @Anonymous and have come to an amicable resolution. They were eager to resolve this as quickly as possible :).

[jonsie]

Good to hear ☺

[Cleoriff]

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@jonsie wrote:

Good to hear ☺

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It is good to hear, though I can foresee Toby being involved quite regularly unless Aerial stop selling business contracts to personal consumers...

[MI5]

Of course they were....

[Anonymous]

Thanks for your help Toby .☺