4G Text Campaign

[Anonymous]

Hey Guys,

Just to confirm that we’re contacting our customers who currently have 4G ready phones as we're giving them access to 4G for nothing!

All the details on this are here http://go.o2.co.uk/got4G

Only those who currently have a 4G phone but are on 3G plans can take advantage of this offer.

The messages you may receive about this will vary depending on whether you’re currently in an area that supports 4G or not. We’ll grant all customers who own a 4G ready phone access to this offer so you’re good and ready when 4G comes to your town.

We want as many people enjoying 4G as we can, at the moment our 4G could cover 17 million people in the UK!

This is part of our 2014 4G master plan, if you have any questions or thoughts- Let us know!

If you are one of the 600,000 customers who will enjoy free 4G, please do share some speed tests with the community too!

Thanks

Brad

[Anonymous]

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@Bambino wrote:

Posting an announcement for this in the forum, then 15 pages of speculation because the mods haven't really been able to confirm who is eligible and who isn't, then leaving it up to us to either call CS or try to get a lame answer from Live Chat, is truly pathetic. 

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I couldn't agree more Bambino.

O2 should sort this mess out, not us, customers.

[Anonymous]

When I called up he knew nothing about it I then told him to look at brads post on the community which he did he soon changed his tune he did check with the 4g team and was told apply the bolt on with the £5 charge and if it's not wiped off automatically they will credit it back and put notes on the account to that effect

[Bambino]

It's good that you got it sorted out, but why didn't the person you were speaking to know anything about it, and why was it left to you to point him in the right direction? The lack of communication between departments within O2 is unbelievable.

[Anonymous]

That I agree with

[Anonymous]

O2 announces stuff and then expect us customers to chase it all up

Why not let O2 staff know at the same time announcements are made so there would be no confusion.

[Anonymous]

On reflection I think we are supposed to wait for the text

[Anonymous]

The reality is that o2 are completely losing the plot right now and their Head of PR should go.

When promoting deals like this it should be communicated to all staff. It should not matter if you purchased directly through o2 or not and it should apply to all.

O2 really need to sort themselves out. It's bad enough that the signal is so bad let alone all these other issues.

[Toby]

Hi guys,

I've collated a number of questions asked here over the last few days and I'll get some more clarifications. If you have any questions, post them here today.

Sorry for the lack of response on the thread guys, I'll ensure that more info arrives soon.

[Anonymous]

Hi and I hope you are fully recovered from your illness.

Thank you for taking control of this important issue and look forward to your update.

Take care.

[Toby]

Hi guys,

I plucked out some questions and below is some info. I know its not exhaustive of all the comments here, so please let me know if you have a question:

Q: Do I have to have had the phone from O2 at the same time as upgrading my contract? When I upgraded last year I got a iPhone 5 at the same time (obvs not 4G)

A: If you have a 4G phone, and are on an eligible 3G tariff on Pay Monthly, you’ll will be targeted with this 4G bolt on. The migrations are taking place throughout February & March.

Q: Do we have to ring up to get the bolt on added on a non 4g phone what I mean is when I bought my note 3 I passed my s4 to my dad so as far as O2 are concerned he is running a iphone4s so I assume he won't get the text automatically?

A: Pay Monthly customers currently using a 4G phone with an eligible 3G tariff will receive a SMS from O2, these are planned throughout February & March. For customers with a 3G sim card, they will be required to place a 4G sim in their device. Customers can go through the step-by-step procedure with our 4G set-up assistant online.

Q: So I got the guys on live chat to add this onto my account yesterday.

Show's i'm on a 4G tarriff now and on and i see a 4G bolt on (although shows £5 a month at the moment!! But will ignore that for now!)

But no 4G signal even though im in a covered area. When i go to the 4G set up assistant it says i need a 4G sim card? I have a iphone 5S and see the toggle for 4G in the settings. Do i really need a new sim?

A: If you’re already on a 4G tariff then you won’t be getting the targeted SMS for 4G bolt-on. You should already have a 4G sim card with an iPhone 5s that should have been provided at the point of purchase. If the sim card was not used then yes, you would need to put your 4G sim in your device.

Q: This is going to sound silly, but is a 4G sim backwards compatible with 3G (as in if I go out of a 4G area will I get a 3G signal) or is it all or nothing?!

A: Our 4G sims are the most up to date sims on our network, which means they’re compatible with 2G, 3G and 4G