O2 Refresh

[Anonymous]

Why when i went into the O2 shop to upgrade my sons phone as i do every 24 months did they think it was ok to put me on an O2 refresh contract when it wasn't what i asked for and it has doubled my sons phone bill!!!!

i was told even though it was 2 weeks early if i paid £34 instore he could have an i phone 6 at just a £5 extra cost per month to my direct debit

[MI5]

O2 only sell refresh contracts now directly so you had no other choice in an o2 store.
Prices are as advertised for everyone.

[Cleoriff · Accepted solution]

If you aren't satisfied @Anonymous you do have 14 days to cancel.....I would take that option (if within the 14 days time frame)..

[Anonymous]

O2 refresh is standard in any o2 shop now & has been for 2 years. If you want a standard 24 month contract then go to CPW 

[Anonymous]

I was unaware of that and live out in the sticks, not in a city, but as i asked for an upgrade and was asked if an extra £5 ontop of the £34 per month was ok as i was getting a top of the range iphone6, an extra £30 per month was never mentioned, so that definitely wasn't what i expected

[Anonymous]

unfortunately it was changed in August and i didn't notice the extra charge as my son had spent 2 weeks in spain in August and i just went mad with him about his calls being high assuming because he had been abroad

[gindygoo]

So it wasn't explained that there's 2 parts to the bill?

What you could do is pay off the phone in full, then cancel the airtime part of the contract to get out of the obligation early with no penalty. It's not always ideal but at least there is a way out. 

You should also put in a complaint if you think you've been missold the contract. I'll pop back with the link. 

Edit to add link: how-to-complain

Charlie. 

[MI5]

As we can't see what you were on previously and what you're on now it's impossible to know what's happened.
You do have to sign 2 DD's in store, one for the phone and one for the airtime which should have given you a clue.
If you feel you have been misled or miss-sold you can raise a complaint http://www.o2.co.uk/how-to-complain

[jonsie]

Many people think an upgrade just means replacing the phone with no upfront fee but those days are long gone I afraid . Everything should have been explained instore before you signed the contract. Obviously only you know whether you were mislead but as above, if you feel it's justified then make a complaint but to be honest,  you signed the contract without being aware of the (new) Refresh terms.