topic O2 customers in the Caribbean – stay safe! in Welcome & News

O2 customers in the Caribbean – stay safe!

Chris_K — Fri, 08 Sep 2017 13:36:19 GMT

We’ve been tracking the recent news around hurricanes affecting areas in the Caribbean and we understand some of our customers may have been impacted by these events.

We want to make things as easy as we can for you. If you have loved ones who may have been affected, we’ll remove all usage charges from the UK to landlines and roaming mobiles in the region, as well as usage charges for our customers roaming in the Caribbean. We’ll monitor accounts and credit all relevant charges accordingly.

Re: O2 customers in the Caribbean – stay safe!

jonsie — Fri, 08 Sep 2017 13:59:01 GMT

,Well done O2, these customers need all the help they can get.

Re: O2 customers in the Caribbean – stay safe!

Glory1 — Fri, 08 Sep 2017 15:39:47 GMT

Well done indeed.

The Carribean has been badly hit by Irma and there are two more storms on the way upgraded to hurricane status; one expected to hit the Mexican coast.

The Florida Keys have been evacuated under Mandatory Evacuation Order in anticipation of Irma.

This has been a very very bad year for hurricanes.

Re: O2 customers in the Caribbean – stay safe!

adamtemp64 — Fri, 08 Sep 2017 15:52:49 GMT

Thanks for this O2 and @Chris_K for the update

I have been to 2 of the badly affected islands Auguila and the french/dutch st marteen. I may be going again in december my friends in america have been intouch with there friends on st marteen and confirm they are ok . They are now waiting on information regarding there time share (was shown on the dutch navys footage)

Re: O2 customers in the Caribbean – stay safe!

Cleoriff — Fri, 08 Sep 2017 16:38:30 GMT

Excellent work by O2. Really pleased they are offering this. Best of luck to all those people caught up in this horror..

Re: O2 customers in the Caribbean – stay safe!

MI5 — Fri, 08 Sep 2017 16:41:46 GMT

Hopefully the phone lines are still working so they can avail themselves of the offer?

Re: O2 customers in the Caribbean – stay safe!

Cleoriff — Fri, 08 Sep 2017 17:07:58 GMT

@MI5 wrote:
Hopefully the phone lines are still working so they can avail themselves of the offer?

Fair point and watching the news now, I doubt many lines will still be working...:smileysad:

Re: O2 customers in the Caribbean – stay safe!

MI5 — Fri, 08 Sep 2017 17:13:53 GMT

My thoughts too.
I've got friends living on Tortolla that I can't reach.

Re: O2 customers in the Caribbean – stay safe!

Anonymous — Tue, 10 Oct 2017 14:33:26 GMT

It's a lovely sentiment to have said this - but I've had a lot of trouble actually getting o2 to repay my roaming charges! I am in the military and deployed to Anguilla (amongst other Caribbean islands) for Hurricane relief, and was there for four weeks. Due to damaged infrastructure, whatsapp was our only method of communication, and building up £4.99 per day is quite costly.

I have called o2 multiple times, and struggled to get reimbursed, but on top of this, o2 have now said that they only were providing free roaming charges until 23rd September. Not even all the British Civilians were evacuated by this date - seems a little harsh!

Re: O2 customers in the Caribbean – stay safe!

jonsie — Tue, 10 Oct 2017 14:16:10 GMT

Could one of the admin team possibly feed this back or help @Anonymous

Yes a great gesture but no good if O2 aren't being true to their word.

@Marjo @MercedesS @Martin-O2

Re: O2 customers in the Caribbean – stay safe!

MI5 — Tue, 10 Oct 2017 14:19:37 GMT

Your mentions not working there @jonsie

@MercedesS @Martin-O2 @Marjo

Re: O2 customers in the Caribbean – stay safe!

jonsie — Tue, 10 Oct 2017 14:26:34 GMT

How strange but thanks @MI5

Re: O2 customers in the Caribbean – stay safe!

Anonymous — Tue, 10 Oct 2017 14:43:07 GMT

Thank you @jonsie and @MI5. Here's hoping for a prompt solution.

Re: O2 customers in the Caribbean – stay safe!

Cleoriff — Tue, 10 Oct 2017 16:48:53 GMT

It seems totally inappropriate that a member of the military @Anonymous...who was deployed for Hurricane relief has incurred any charges whatsoever!

Re: O2 customers in the Caribbean – stay safe!

jonsie — Tue, 10 Oct 2017 17:06:55 GMT

@Cleoriff wrote:
It seems totally inappropriate that a member of the military @Anonymous...who was deployed for Hurricane relief has incurred any charges whatsoever!

Absolutely spot on!

Re: O2 customers in the Caribbean – stay safe!

Glory1 — Tue, 10 Oct 2017 18:52:54 GMT

It's absolutely disgusting is what it is ☹

Re: O2 customers in the Caribbean – stay safe!

Chris_K — Wed, 11 Oct 2017 13:42:31 GMT

@Anonymous wrote:

It's a lovely sentiment to have said this - but I've had a lot of trouble actually getting o2 to repay my roaming charges! I am in the military and deployed to Anguilla (amongst other Caribbean islands) for Hurricane relief, and was there for four weeks. Due to damaged infrastructure, whatsapp was our only method of communication, and building up £4.99 per day is quite costly.

I have called o2 multiple times, and struggled to get reimbursed, but on top of this, o2 have now said that they only were providing free roaming charges until 23rd September. Not even all the British Civilians were evacuated by this date - seems a little harsh!

Hi @Anonymous. If you incurred charges during our support period from 6th September to 24th September while in the Caribbean locations listed here, these should absolutely be refunded to your account. If that hasn't been the case, please do let me know.

If the charges are outside our support period or in locations not listed here, these would not automatically be refunded. If you need any additional support due to being in the Caribbean outside our support period, please do get in touch with our customer service team who will be able to look into your individual circumstances.

Re: O2 customers in the Caribbean – stay safe!

MercedesS — Wed, 11 Oct 2017 14:44:44 GMT

Thanks for the help @Chris_K!

Re: O2 customers in the Caribbean – stay safe!

Anonymous — Tue, 17 Oct 2017 15:42:07 GMT

@Chris_K, thank you for your offer of help! after many phone calls and lots of people saying they'll 'look into it' i still have not been refunded my £96 bill from last month. I appreciate that my bill from this month won't necessarily be refunded, which is a shame given that I was out delivering humanitarian aid and colleagues of mine have had their bills refunded (by O2) until their return date to the UK, which was 4th October.

I would really appreciate you looking into this for me.