topic Re: Calling a ship in an emergency... in Pay Monthly

Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 07:38:01 GMT

...£47.56 for a 7 minute call now showing in my 'pending billing' O2 screen.

Had to call my parents on their ship (Costa Luminosa) after they were robbed in Marseille yesterday. Thieves took their phone and injured my mother so made a quick call to the ship to help cancel their phone and make sure they were OK.

O2 call charges screen shows costs to ships as 'Unavailable' so wasn't able to check in advance. I knew it was likely to be a costly call but - nearly £7 per minute - really?!

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 07:58:12 GMT

Ouch.

It's been discussed before that ship calling can be expensive but that's if the person is using roaming on their phone whilst on a cruise etc.

Could they not have used the ships communications systems to cancel their sims.

Appreciate you had the need to get assurance they were safe.

Hope they are Ok.

You could ask O2 Cs to clarify via ringing 202.

Re: Calling a ship in an emergency...

adamtemp64 — Mon, 14 Apr 2014 07:46:33 GMT

@Toby can you look at this how can any uk based user get the information on this yet again the website is lacking vital information?

to the op ring 202 and ask the same and get confirmation of charges

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 07:54:34 GMT

Double ouch if there's no way of telling how much it costs on the O2 website I would try ringing 202 and seeing if they can do anything you never know

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 08:36:31 GMT

Thanks for the replies all - I'll give 202 a call now and let you know what they say.

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 08:37:36 GMT

You're welcome

Let us know what they say about their site lacking the info and charges.

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 08:47:26 GMT

Wow, hugely poor service - the representative - after apologising for the call cost - made the suggestion that in the future I visit an O2 store in advance and buy an international calling card as it would be much cheaper than calling using my mobile.

When I said that the advice was unhelpful as the call was an emergency and I would have expected the O2 website to give me the information I required and not have to visit a store, he said there was nothing else he could do. Nice one O2!

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 08:54:18 GMT

Did they clarify that the costs are correct ?

You could escalate

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),CASE=13668

Re: Calling a ship in an emergency...

adamtemp64 — Mon, 14 Apr 2014 08:57:08 GMT

Wow what poor advice and incorrect aswell https://www.o2.co.uk/shop/international/calling-card has no listing for cruise ships or satelite phones? @Toby this is not a good reflection on the website or the customerservice that @Anonymous has received

Re: Calling a ship in an emergency...

adamtemp64 — Mon, 14 Apr 2014 09:02:35 GMT

@Anonymous the new layout complain page is a nicer link http://www.o2.co.uk/how-to-complain/complain than the old format help page just for referance

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 09:04:55 GMT

Thank you - yes - I'm writing an email as we speak, although not the route I expected to go. Representative clarified that the call charge was correct but made no comment as to its high level, instead recommending the calling card route I mentioned previously and ignoring my commentary about the lack of information on the website.

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 09:09:52 GMT

Hope you find a reasonable resolution.

Could you keep us in the loop.

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 09:10:55 GMT

I will do that, thank you

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 09:12:34 GMT

Very welcome.

Glad your parents are safe.

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 11:03:51 GMT

That's a terrible outcome from customer services how can they confirm the call charge is correct if it's jot listed yes please let us know how you get on and good luck

Re: Calling a ship in an emergency...

adamtemp64 — Mon, 14 Apr 2014 11:08:36 GMT

@Anonymous this is just the same poor website information no business contract holder can check calls from uk to abroad (any country) as there is no info on the website I have flagged to @Toby and I am in conversation with @o2 on twitter regarding this thread to hopefully get the info amended and the op given correct information

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 11:14:46 GMT

Nice one @adamtemp64 it certainly needs doing

Re: Calling a ship in an emergency...

jonsie — Mon, 14 Apr 2014 14:30:43 GMT

I would imagine that as this is a very rare query that few customer service agents would have the knowledge to answer it., especially as there is no reference online that can be looked up.

The website needs to be overhauled and the support pages for customers are at the moment not sufficient or up to date.

Re: Calling a ship in an emergency...

adamtemp64 — Mon, 14 Apr 2014 14:38:52 GMT

@jonsie agreed if you need to know in advance of call costs I thought it was an ofcom regulation or guideance that they must be published and whilst a rare one I know plusnet and bt have them on there websites as I checked earlier.

Re: Calling a ship in an emergency...

Anonymous — Mon, 14 Apr 2014 14:42:35 GMT

Rare one or not if it can be dialled from an O2 phone the price should be displayed someone in O2 knows it otherwise they wouldn't be able to charge so it should be published