topic Re: Cancellation question in Pay Monthly

Cancellation question

Anonymous — Wed, 04 Jun 2014 22:23:21 GMT

Hey everyone!

I joined o2 the other day and it already looks like it's time to part ways.

The 3G speeds at home are are Ping of 6,345 Download : 0.01mbps and Upload : 0.00mbps.

At work I have no signal whatsoever despite the coverage tracker showing my work as having excellent coverage.

I've had a friend on o2 round to my house and his speeds are the same 😞

As I've already used the phone and unboxed it etc, what are my cancellation rights?

Thank you

Re: Cancellation question

Anonymous — Wed, 04 Jun 2014 23:09:22 GMT

You have a 7 day cooling off period in which you're free to cancel (you just pay for what you've used), if you took out the contract from a store return it there, if over the phone or online just call 202 (free call from the phone).

Re: Cancellation question

Anonymous — Wed, 04 Jun 2014 23:13:43 GMT

Welcome to the Community RyanP1992

As Kyle has stated above, there is a 7 day cooling off period. If you are still inside that then please contact customer services on 202. Please DO NOT use live chat for this.

If you are outside of the 7 days then I am afraid you are committed to the contract. Did you not check out signal coverage using a free payg sim first or did you rely on the coverage checker?

O2 Are rolling out a national programme of upgrades including a commitment to 98% of the population to receive 2g 3g and 4g by 2017 although they expect to reach most of that by the end of next year.

Have you checked the status to see if a mast is down? Enter your postcode at status.o2.co.uk

Please let us know how you get on.

Re: Cancellation question

Anonymous — Wed, 04 Jun 2014 23:22:00 GMT

I used the coverage checker which I guess was quite silly. For my home address, calls and texts are excellent but mobile data was 2 bars on the checker ; i have wifi anyway so that didnt really matter.

I also checked my work postcode and that was excellent for everything. Was in today and the signal kept dropping constantly.

Thankfully im 3 days into the contract so still within the cooling off period. What is wrong with the live chat ; they just not equiped for cancellations?

Re: Cancellation question

jonsie — Wed, 04 Jun 2014 23:26:13 GMT

They are outsourced and things are known to go very wrong with cancellations and ending contracts. As advised either speak to customer service on 202 or if bought from instore then you need to return it there.

Re: Cancellation question

Anonymous — Wed, 04 Jun 2014 23:27:03 GMT

Have you checked the status?

Live chat is NOT recommended on here for account changes. Of course you are free to use that route if you wish but we hear so many stories on here of things going wrong hence we only recommend them for basic enquires.

Re: Cancellation question

Anonymous — Wed, 04 Jun 2014 23:38:36 GMT

Status is showing as network working correctly for both postcodes. I shall phone 202 in the morning

Re: Cancellation question

jonsie — Thu, 05 Jun 2014 00:21:33 GMT

Let us know how you get on or if you have any problems.

Re: Cancellation question

Anonymous — Thu, 05 Jun 2014 10:30:59 GMT

I'm on a sim only deal and haven't even got as far as transferring my number so I'm off if it isnt resolved by the end of the day. The chat lines are answered by people with good English but they use the same response as other providers when things get difficult - the system is down.

Re: Cancellation question

Anonymous — Thu, 05 Jun 2014 10:34:11 GMT

@Anonymous wrote:
Have you checked the status?

Live chat is NOT recommended on here for account changes. Of course you are free to use that route if you wish but we hear so many stories on here of things going wrong hence we only recommend them for basic enquires.

@Anonymous Just for my information - is there any formal and regular communication between the managment of this forum and O2 whereby the "many stories of things going wrong" with Live Chat are brought to the attention of appropriate people or departments in O2 so that those wrongs can be put right?

Gerry

Re: Cancellation question

MI5 — Thu, 05 Jun 2014 10:34:49 GMT

@Anonymous wrote:
I'm on a sim only deal and haven't even got as far as transferring my number so I'm off if it isnt resolved by the end of the day. The chat lines are answered by people with good English but they use the same response as other providers when things get difficult - the system is down.

Sorry, but it's not clear what it is you want resolving?

Re: Cancellation question

Anonymous — Thu, 05 Jun 2014 11:11:23 GMT

I phoned this morning and was also told that all systems were down and they can't access any customers accounts.

Re: Cancellation question

jonsie — Thu, 05 Jun 2014 12:20:44 GMT

@Anonymous wrote:
I phoned this morning and was also told that all systems were down and they can't access any customers accounts.

Systems were down but they seem to be back up now. Give them a call rather than using webchat.

Re: Cancellation question

jonsie — Thu, 05 Jun 2014 12:22:01 GMT

@Anonymous wrote:
@Anonymous wrote:
Have you checked the status?

Live chat is NOT recommended on here for account changes. Of course you are free to use that route if you wish but we hear so many stories on here of things going wrong hence we only recommend them for basic enquires.
@Anonymous Just for my information - is there any formal and regular communication between the managment of this forum and O2 whereby the "many stories of things going wrong" with Live Chat are brought to the attention of appropriate people or departments in O2 so that those wrongs can be put right?
Gerry

Toby and Chiara regularly report back issues with webchat highlighted on here. Whether it actually does any good....:smileywink:

Re: Cancellation question

Anonymous — Thu, 05 Jun 2014 12:29:53 GMT

Thanks @jonsie . I am sure the feedback to O2 will pay off sooner or later.

Gerry

Re: Cancellation question

Anonymous — Thu, 05 Jun 2014 13:01:07 GMT

Phoned up and was told to send the phone back ; once they receive it the account will be cancelled

I was told to use the returns label however it's blank apart from just a barcode with my order number underneath it

Re: Cancellation question

jonsie — Thu, 05 Jun 2014 13:07:06 GMT

Full info on returns here:

http://www.o2.co.uk/help/phones-and-devices/our-returns-and-repairs-policy

You can also download a label or use the address provided.