topic Re: Texting abroad charges in Android

Texting abroad charges

Slushpuppy1 — Tue, 13 Sep 2016 13:38:54 GMT

Hi all. I occasionally text my dad in lanzarote(he has a sim card for there) it usually costs around 16p per text. The last couple of texts I have sent are now costing 26p per text. I can't find anything about price rises. I am on a pay monthly contract. Can you shed any light on this please

Re: Texting abroad charges

MI5 — Tue, 13 Sep 2016 13:50:53 GMT

It should be costing you 35p per text.
http://international.o2.co.uk/internationaltariffs/calling_abroad_from_uk

Re: Texting abroad charges

G_d — Fri, 16 Sep 2016 07:16:32 GMT

@Slushpuppy1 wrote:

Hi all. I occasionally text my dad in lanzarote(he has a sim card for there) it usually costs around 16p per text. The last couple of texts I have sent are now costing 26p per text. I can't find anything about price rises. I am on a pay monthly contract. Can you shed any light on this please

I have the same issue. Internation texts were costing me 16.4p (which is 20p with VAT included) until 31st August 2016, and since then they have been 29.2p (35p with VAT included). I have Pay Monthly and I received no notification. Has anyone else received notification of this? The website here http://www.o2.co.uk/international/internationalhub confirms a rate of 35p for Pay Monthly customers, but Pay & Go customers are only being charged 20p. How is that fair?

Elsewhere on O2's website http://www.o2.co.uk/assets2/Tariffs/pm/pm_charges_terms.html the tariffs for Pay Monthly still today list the cost of an internation text at 16.4p (i.e. 20p including VAT). This seems outrageous to me.

Re: Texting abroad charges

MI5 — Fri, 16 Sep 2016 07:24:51 GMT

@Toby looks like some links that need updating.

Re: Texting abroad charges

G_d — Fri, 16 Sep 2016 07:46:36 GMT

@MI5 wrote:
@Toby looks like some links that need updating.

It's more than just the links, I think.

Should O2 not have notified customers that international texts would almost double in price on 31st August 2016? Was anyone here notified of that? I certainly wasn't.

And does it make any sense for international texts for Pay Monthly customers to cost almost double what they cost Pay & Go customers - particularly as all other tariffs for Pay & Go customers seem to be consistently higher than they are for Pay Monthly customers (which makes sense).

Therefore how do we, the customers, genuinely know which link is correct? The one stating that international texts cost 16.4p (20p including VAT) or the one that states they cost 35p? If there is an error on the website, why assume the correct figure is the one that has doubled overnight without any notification to a figure that is almost double the tariff paid by Pay & Go customers.

Re: Texting abroad charges

MI5 — Fri, 16 Sep 2016 08:04:42 GMT

I've tagged @Toby as he is the only one who can go find out the answers mate.
I'm a customer the same as yourself so can only go on what the website says, but no, I didn't get any notification of any price changes either.

Re: Texting abroad charges

G_d — Fri, 16 Sep 2016 08:10:25 GMT

@MI5 wrote:
I've tagged @Toby as he is the only one who can go find out the answers mate.
I'm a customer the same as yourself so can only go on what the website says, but no, I didn't get any notification of any price changes either.

Thanks MI5.

If anyone here did receive such a notification then I'd be most interested in knowing that - particularly when it was sent and what it said.

Re: Texting abroad charges

Cleoriff — Fri, 16 Sep 2016 10:09:34 GMT

@G_d wrote:

@MI5 wrote:
I've tagged @Toby as he is the only one who can go find out the answers mate.
I'm a customer the same as yourself so can only go on what the website says, but no, I didn't get any notification of any price changes either.

Thanks MI5.

If anyone here did receive such a notification then I'd be most interested in knowing that - particularly when it was sent and what it said.

I certainly didn't get a text about any changes....

Re: Texting abroad charges

G_d — Mon, 19 Sep 2016 09:11:15 GMT

@MI5 wrote:
I've tagged @Toby as he is the only one who can go find out the answers mate.
I'm a customer the same as yourself so can only go on what the website says, but no, I didn't get any notification of any price changes either.

@Does @Toby usually yield a response? None so far, and over three days have passed.

Re: Texting abroad charges

MI5 — Mon, 19 Sep 2016 09:19:26 GMT

Usually yes, but I know things are a bit hectic at the mo.

Re: Texting abroad charges

Cleoriff — Mon, 19 Sep 2016 09:21:03 GMT

@G_d wrote:

@MI5 wrote:
I've tagged @Toby as he is the only one who can go find out the answers mate.
I'm a customer the same as yourself so can only go on what the website says, but no, I didn't get any notification of any price changes either.

@Does @Toby usually yield a response? None so far, and over three days have passed.

@Toby is the Head of Community and his normal hours rarely cover the weekend. I am sure he will see this today though @G_d and advise further.

Re: Texting abroad charges

Toby — Mon, 19 Sep 2016 10:36:52 GMT

Hi @G_d, thanks for flagging the info inconsistencies here, I shall ask the web team to update any info to be as current as possible. I must apologise for my slow-response here; It has been an incredibly busy week on the community. I shall also pass on your feedback about the charge changes

Re: Texting abroad charges

G_d — Mon, 19 Sep 2016 10:58:21 GMT

@Toby wrote:

Hi @G_d, thanks for flagging the info inconsistencies here, I shall ask the web team to update any info to be as current as possible. I must apologise for my slow-response here; It has been an incredibly busy week on the community. I shall also pass on your feedback about the charge changes

Thanks @Toby . That O2's website is up to date is the least of my issues really, and I am rather more concerned that the rate of international texts for Pay Monthly customers almost doubled on 31st August 2016 (20p to 35p) without customers being notified (none of the numerous people who have viewed this message trail have admitted to having received a notification, and a few have actually stated that they did not) - yet the rate for Pay & Go customers remains at 20p.

Re: Texting abroad charges

Cleoriff — Mon, 19 Sep 2016 11:00:54 GMT

I can confirm that I still have NOT had any notification of change @G_d

Re: Texting abroad charges

MI5 — Mon, 19 Sep 2016 11:02:35 GMT

I doubt anyone has recently - it may have been part of the yearly rise but only just come into effect?

Re: Texting abroad charges

G_d — Fri, 23 Sep 2016 06:53:17 GMT

@G_d wrote:

@Toby wrote:

Hi @G_d, thanks for flagging the info inconsistencies here, I shall ask the web team to update any info to be as current as possible. I must apologise for my slow-response here; It has been an incredibly busy week on the community. I shall also pass on your feedback about the charge changes

Thanks @Toby . That O2's website is up to date is the least of my issues really, and I am rather more concerned that the rate of international texts for Pay Monthly customers almost doubled on 31st August 2016 (20p to 35p) without customers being notified (none of the numerous people who have viewed this message trail have admitted to having received a notification, and a few have actually stated that they did not) - yet the rate for Pay & Go customers remains at 20p.

Is that it then @Toby ? Can you not let us know if the almost doubling in price for international texts since 31st August (from 20p to 35p) but that still today shows up on the O2 website under the original price (16.4p equating to 20p after tax) is an error remaining to be rectified by O2, or is it a correct price hike? If the big price hike is to remain then when was notification sent out? If it was sent out then when, to whom, and in what format? Can you place a copy of that notification on this forum for those of us who this affects to finally be able to read? No-one has admitted to receiving a notification of this price hike, despite the fact that the earlier messages in this discussion have been viewed over 200 times.

Re: Texting abroad charges

Toby — Fri, 23 Sep 2016 07:51:42 GMT

Hi @G_d,

I have shared your thoughts from this thread with the team and they aim to update the website asap. I will however remind the team that it still needs an update. Thanks for flagging!

Re: Texting abroad charges

G_d — Fri, 23 Sep 2016 08:21:42 GMT

Oh please @Toby . For the second time you have ignored the vast majority of my posting and focus only on a delayed website update for the second time. I also wrote:

"Can you not let us know if the almost doubling in price for international texts since 31st August (from 20p to 35p) ... is an error remaining to be rectified by O2, or is it a correct price hike? If the big price hike is to remain then when was notification sent out? If it was sent out then when, to whom, and in what format? Can you place a copy of that notification on this forum for those of us who this affects to finally be able to read? No-one has admitted to receiving a notification of this price hike, despite the fact that the earlier messages in this discussion have been viewed over 200 times."

Can you address those queries - there are four questions for you, one of which (the third) contains three parts? Please say if you do not intend to address them. I expect that you should be willing to. It affects many people, including many people who have read these messages.

Re: Texting abroad charges

Toby — Fri, 23 Sep 2016 08:28:23 GMT

Hi @G_d,

Sorry if you feel I didn't address this aspect. I have shared this with the team also, but I have no information at this time to share on how this process happened. If I obtain more info, I shall of course share it

Re: Texting abroad charges

G_d — Fri, 23 Sep 2016 08:39:34 GMT

@Toby wrote:

Hi @G_d,

Sorry if you feel I didn't address this aspect. I have shared this with the team also, but I have no information at this time to share on how this process happened. If I obtain more info, I shall of course share it

Thanks for your honesty @Toby . No, you did not address those elements in any of your earlier responses, and now you admit that you have no information. I interpret this to mean that:

1. You do not know if the unannounced price hike from 20p to 35p for international texts for Pay Monthly customers (Pay & Go customers were unaffected) was an error or genuine. Since two different areas of the O2 website currently give two different prices http://www.o2.co.uk/assets2/Tariffs/pm/pm_charges_terms.html we the customers still do not know for sure which one is the error.

2. You do not know if notification was ever sent out to customers of this major tariff change.

3. If notification was ever sent you do not know when, to whom, or in what format.

4. You are unable to produce a copy / transcript of that notification (if it ever existed - no-one here has ever seen it, you have never seen it) announcing that international texts were to almost double in price for Pay Monthly customers.

It is a sad state of affairs for the customers if even you, with your connections, have failed to find these answers.