topic Re: data stopped at 4gb in Pay Monthly

data stopped at 4gb

Anonymous — Tue, 19 Feb 2013 09:24:16 GMT

Not sure what tarriff I'm on (£15+ pm), but they've just capped my 'unlimited' mobile data at 4gb with 6 hrs notice - and this is after being told by the sales person that 'unlimited means unlimited'. My typical usage is less than 200mb per month - and likely to return there. I've been with O2 for more than a decade, but despite excellent customer service I don' think I'll be with them much longer - I simply don't like stuff that doesn't do what is says on the tin. And don't anyone wave a FUP at me - there wasn't one.

Has anyone got anywhere with 'breach of contract' or similar?

Yours, miffed

David

Re: Fair usage policy - On & On Tariff

Anonymous — Mon, 18 Feb 2013 17:20:34 GMT

There are no set limits for how much you can use before it is restricted.

The fair usage policy means that anything deemed excessive will be based on a case-by-case basis and O2 will notify you if they think you are using the service excessively so you can discuss how best to proceed.

Rarely would anybody get into bother with the minutes or the SMS, it is usually always the data that becomes excessive. David, I can only apologise if the sales guy had told you the wrong thing - but there always has been a fair usage policy on it.

If you don't use much and this one month was a one-off, then you should have nothing to worry about. It happens a lot - perhaps you move home and don't have internet, you may want to tether for a month. This is okay, and O2 can tell you that you are using it excessively but you know the month after you'll be back to normal.

If a network offered unlimited data without a Fair Usage Policy then best of luck to you if you wish to get a signal anywhere! Network congestion will become your new enemy

Re: Fair usage policy - On & On Tariff

adamtemp64 — Mon, 18 Feb 2013 17:27:01 GMT

@David-Callaghan

If you are on the old unlimited tariffs start a new thread as the on&on is a different tariff to yours

Re: Fair usage policy - On & On Tariff

Anonymous — Mon, 18 Feb 2013 17:29:28 GMT

Still seems a bit unfair there must be a figure otherwise how would they know which customers to contact o2 should be made to openly publish these Fup

Re: Fair usage policy - On & On Tariff

Anonymous — Mon, 18 Feb 2013 17:34:10 GMT

@Anonymous wrote:
Still seems a bit unfair there must be a figure otherwise how would they know which customers to contact o2 should be made to openly publish these Fup

I don't know exactly what the criteria are for flagging up excessive usage - but as I said, different circumstances are taken into account. It isn't a simple case of "unlimited = 3000" etc.

For example, In a busy town there may be a good mast to user ratio but in a remote village it can be quite poor and so if you are eating up tonnes of data on that it can cause issues for other people trying to use the service.

Re: Fair usage policy - On & On Tariff

Anonymous — Mon, 18 Feb 2013 17:39:18 GMT

But I thought o2 are supposed to give everyone the same deal that's not the case if you cant use the phone as intended I'm referring to minutes rather than data but the point is still the same

Re: Fair usage policy - On & On Tariff

Anonymous — Mon, 18 Feb 2013 17:42:28 GMT

I wish I knew damien. I've seen customers who have used the phone for like 6 hours a day and they've never had any problems.

Re: Fair usage policy - On & On Tariff

Anonymous — Mon, 18 Feb 2013 17:47:10 GMT

Guess we will never really know still think o2 should give some guideline but that's just my opinion

Re: Fair usage policy - On & On Tariff

Anonymous — Mon, 18 Feb 2013 17:48:08 GMT

No, I do agree - a bit more clarification in the T&Cs would be nice.

Re: Fair usage policy - On & On Tariff

Anonymous — Tue, 19 Feb 2013 11:04:35 GMT

Thanks for all the replies - and to Admin for moving the message to a new thread.

My tariff is 'Online 15 24 Month'

I can't find any terms and conditions in my inbox from CPW (who originally sold the deal).

I've just checked and found that the O2 site says that data will be slowed to 15kb once a data limit is reached (that I can't reach, becuase mine is unlimited). However, I cannot do any of the things the 15KB statement says I should be able to do - so my data is 'stopped'.

I can't find any 'fair use' or similar information anywhere on My O2 - all I can see is 'Unlimted' with no qualification. When I hover over the 'i' box next to the text the following pop up appears:

---
Unlimited Web Bolt On
Unlimited data access in the UK on your mobile
---

For screen shot click here

Thoughts sought ...

Re: Fair usage policy - On & On Tariff

Bambino — Tue, 19 Feb 2013 11:12:28 GMT

How long ago did you take out this contract?

Re: data stopped at 4gb

adamtemp64 — Tue, 19 Feb 2013 11:25:07 GMT

what was the start date so someone may be able to look at the relevant t&c

Re: data stopped at 4gb

adamtemp64 — Tue, 19 Feb 2013 11:52:45 GMT

this old thread around the time it had ended may help http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/Unlimited-data-with-excessive-use-policy-question/td-p/175901

and this http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Unlimited-Internet-NOT-UNLIMITED/m-p/353270#M33164

Re: data stopped at 4gb

Anonymous — Tue, 19 Feb 2013 13:14:42 GMT

Thanks to AdamTemp64 for the reply and the question.

My contract start date was June 2011, but O2 have my start date as early 2012 - even though on the same page they say my 24 month contract is due for renewal in June 2013 - is there something underhand going on here?

Re: data stopped at 4gb

Anonymous — Tue, 19 Feb 2013 13:15:04 GMT

Looking at the other threads adamtemp64 has suggested makes it look likely I'll be leaving O2 soon - suffering a fair bit of hassle in the process!?

Re: data stopped at 4gb

adamtemp64 — Tue, 19 Feb 2013 13:23:23 GMT

David

That is very strange as o2 stopped unlimited data in 2010

Re: data stopped at 4gb

Anonymous — Tue, 19 Feb 2013 13:27:51 GMT

Adam's right - if you started on 2011 you shouldn't have the unlimited data.

Could you tell us what tariff you are on? You should find it on MYO2 and usually starts with the letter Q?

Re: data stopped at 4gb

Anonymous — Tue, 19 Feb 2013 13:33:18 GMT

There's not a letter Q on the My Tariff page.

Here are the details that come up for the tariff:

Tariff details - Online 15 24 Month

All charges below are per minute unless otherwise stated

My mobile tariff: Online 15 24 Month

Voicemail 901 weekend	free
Voicemail 901 off peak	free
Peak standard calls	20.4p
O2 to O2 peak UK	20.4p
O2 to O2 off-peak UK	20.4p
Text (per message)	12.2p
Xnet peak calls	20.4p
Voicemail 901 peak	free
Mobile internet over GSM	20.4p
Xnet weekend calls	20.4p
Off-peak standard calls	20.4p
O2 to O2 weekend UK	20.4p
MMS (per message)	25.5p
Xnet off-peak calls	20.4p
Weekend standard calls	20.4p

Many thanks

David Callaghan

Re: data stopped at 4gb

Anonymous — Tue, 19 Feb 2013 13:34:45 GMT

ps - I did have some messing about with O2 about 6 months ago saying that my bolt-on didn't exist - until I managed to persuade them that it did!? Note that I bought the tariff from CPW originally.

Re: data stopped at 4gb

Bambino — Tue, 19 Feb 2013 13:43:49 GMT

The only people who still have unlimited web are those that have legacy tariffs and never changed. As O2 stopped offering unlimited web for new contracts in 2010, I don't know how you could be on an unlimited web tariff, whether it was 2011 that your contract was taken out, or 2012. I think as you took the contract out with CPW, you need them to clarify this. It sounds as if it was mis-sold to you.