The ongoing Diary of my experience with O2.and the escalating nightmare it has become!
January-Decide to sign up to O2 Home phone and Broadband, I have an O2 mobile so I am entitled to 12 months half price and the £30 'Winter Warmer' cash back. I receive regular Emails and Texts with what is happening with my account.
February 10th- Up and running, all is good and first bill is paid by direct debit. Nice and cheap too!
February 27th-Been a customer for more than the required 30 days and decide to go online to claim my £30 cash back, fill in form and I am told I will be notified when cheque is on its way.
February 28th-Recieve Text and Email saying my 'accessory' is on its way.
March 2nd-Receive O2 envelope with my £30 cheque? No! Its a returns invoice asking for the O2 modem back or I may face a £20 fine!! Ring O2 and am informed I received this as my contract had been cancelled! I then tell them I did not cancel it or have any intention of doing so, I am then told O2 did it by mistake! I am also told my Home phone will be cut off on 6th March. Also this cannot be stopped as I did not reply to an Email I did not receive (or was never sent?) informing me this was going to happen. I managed to get £10 credit to cover the extra call costs on my mobile and a Dongle to access the internet while I await reconnection which I am told will be 10 days maximum. Call centre worker says he will call me back on 6th March to update me on what is happening.
Go online later to notice a Bill Pending that is going to charge me £33 for cancelling my contract early! Ring O2 again and am told a 'flag' will be put on my account to cancel this charge once it becomes an actual bill.
March 6th- I receive no phone call from O2, the phone is cut off. I send an Email via Contact us page asking for more details of why and how my contract was cancelled. I also inform them that the phone is connected to an Emergency Panic Alarm used by my elderly disabled mother and needs to be reconnected quickly.
I receive a reply saying it was cancelled by mistake and could not be 'reserved' i think they meant reversed!, no more details other than that. Also informed my details were passed to the concerned department and they will reconnect as soon as possible and that all bills on this account will be waived and I will receive £20 credit when the new contract is started.
March 9th-Receive Email informing me I am not entitled to £30 Winter Warmer as I cancelled my contract within 30 days!
March 12th-February's bill is paid by my direct debit.(i thought bills were waived?)
March 14th-Call O2 for an update as it is close to the maximum 10 day reconnection time. Get cut off after 25 minutes while call centre worker looks at my case. Another call and an hour later it seems nothing has been done to get me reconnected and that I will no longer be able to have the home phone number I have had for 30 years! I inform them this is no good and to pass me on to a manager, he is busy right now but will call me back. I receive no call back.
March 15th-Another call to O2 and I finally get to speak to someone who I think can help. I am told there is a very very small chance I may get my old number but will have to wait and see. The Sales Team will contact me to set up my new contract. Also told I will not be 'out of pocket' after all this. The Sales Team do call and I am told an engineer is coming on 20th March to reconnect me.
My online account now says the cancellation charge is on hold.
Thanks for reading if you got this far. Lets see what happens on Tuesday!
