topic Re: Frustrated with O2 chat - data roaming issue in Discussions & Feedback

Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 08:56:25 GMT

I have never been so frustrated with a company!

I have tried several times to use the 'Chat' service to solve an issue I have with data roaming charges while I was in Croatia. Unfortunatelty, I now see this board as my last resort to try and get the issue resolved. I am hoping an O2 representative will contact me.

While in Croatia I turned on my data to take advantage of the O2 travel data for 1.99 - as I have done several times. I received a notification to say that I had 50MB to use. At this point I had 23pounds of credit. A few minutes later I recieved a notifcation to say that I had no credit left. I recieved no notification or text to say that the O2 travel data had ceased to work and that I was being charged the usual roaming fees.

One chat representative - Gail - said that I was charged because I went too close to a border and was not covered by O2 travel. I undertstand that this can happen. What I find inexcusable is that I was not notified or given the opportunity to turn off my data to avoid these additional charges.

I have been sent many ridiculous excuses and pieces of advice by representatives and managers through the chat service such as "If you didnt turn on your data then you wouldnt have been charged for data" and "You should use google to find out which parts of Croatia are not a part of Europe". I ask them to tell me an email address or a phone number I can contact for free if they cannot help me. They simply refuse to give me any information then end the chat.

I find the 'Chat' option a complete waste of time for everyone involved as it does not allow issues to be resolved at all. It seems to be a way for O2 to easily dismiss a customers' issues by simply ending the chat.

I am hoping someone on here has had a similar experience that they have overcome or that someone has information on how I can contact O2 customer service without charge.

Amanda

Re: Frustrated with O2 chat - data roaming issue

Bambino — Sun, 07 Sep 2014 09:07:56 GMT

This is a customer to customer forum. You can contact Customer Services on +44 3448090202 free from abroad for Pay Monthly customers.

Alternatively, you can make a complaint by following this link: http://www.o2.co.uk/how-to-complain

Re: Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 09:06:47 GMT

Thanks, I am a Pay and Go customer. Sorry, I should have made that clear in my original post.

Re: Frustrated with O2 chat - data roaming issue

Bambino — Sun, 07 Sep 2014 09:10:23 GMT

Sorry, there's no free way to contact CS if you're Pay and Go. Here are the numbers:

From your O2 mobile	4445	25p per call*
From a landline	0344 8090222	Standard UK Rate
From abroad	+44 7860 980 202	International rates†

Re: Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 09:18:38 GMT

Thanks again. I have thoroughly researched the O2 website and as I said, this forum was a last resort.
I have no credit because it was all drained because of the incorrect data roaming fees.

Re: Frustrated with O2 chat - data roaming issue

jonsie — Sun, 07 Sep 2014 09:24:12 GMT

It won't help in your present situation but we recommend to change network selection from Auto to manual to stop the phone connecting to the strongest signal which can unfortunately be a neighbouring country especially if you are near the border or in an area of weak Croatian signal.

Your best option is a written complaint or calling customer service at a cost of 25p per call (on some P&G tariffs, cost is free). Check the cost to call in My O2.

Good luck, I hope you have a satisfactory outcome.

Re: Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 20:37:44 GMT

This might sound a silly question and i now the OP's comments about using o2 travel previously and getting the text but is there any way the OP may have opted out of o2 travel prior to this most recent trip (either intentionally or by accident)? Might explain the charges?

Re: Frustrated with O2 chat - data roaming issue

MI5 — Sun, 07 Sep 2014 20:41:00 GMT

It's a possibility Nick - A quick check in "My O2" would confirm if O2 Travel was active or not......

Re: Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 20:43:24 GMT

@Anonymous Are you able to check myo2 and advise? ?? At least if o2 travel was active we can rule that issue out.

Thank you

Re: Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 21:19:29 GMT

thanks everyone. o2 travel was active. I had used the travel data the day before with no problems. a chat representative has confirmed that I did connect within the o2 travel data area and was charged the 1.99. the provider changed while I was connected and I was then charged the normal data roaming fees. I received no notification or text to indicate that I was no longer using the 50MB data in the travel plan. I used 6.4MB before my credit ran out.
The chat representative told me it was not the responsibility of o2 to notify me, but the responsibility of the overseas provider. This strikes me as very incorrect.

Re: Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 21:26:11 GMT

Remember that o2 travel is based on uk time. Had you gone over to the next day? (That said i would have thought you would have been charged £1.99 again).

£23 for 6.4mb of data sounds hefty though. This still doesn't sound correct.

Re: Frustrated with O2 chat - data roaming issue

MI5 — Sun, 07 Sep 2014 21:26:59 GMT

I've never received a text to say I'm leaving an O2 travel region either.....
Whether that's right or wrong is a debatable point, I guess, but the key to prevention is to switch off automatic network selection and to ensure you are connected to a network that is part of the European travel network.
Unfortunately, Live Chat is your only "free" option of contact whilst you are abroad and out of credit. I would keep trying as you may get an adviser who is more sympathetic to your plight and offer you a gesture of goodwill and financially credit your account, but either way, please do be careful when roaming.....

Re: Frustrated with O2 chat - data roaming issue

MI5 — Sun, 07 Sep 2014 21:30:18 GMT

@Anonymous wrote:
£23 for 6.4mb of data sounds hefty though. This still doesn't sound correct.

£3.60 per mb (VAT included)....

O2 Travel is just stops unless you text MORETRAVEL to 21300 and it will then charge you another £1.99 for a further 50mb.

Re: Frustrated with O2 chat - data roaming issue

MI5 — Sun, 07 Sep 2014 21:33:01 GMT

Remember the data charge for countries outside of Europe is £6.00 per mb 😞
http://www.o2.co.uk/international/travel/standard-charges/payandgo

Re: Frustrated with O2 chat - data roaming issue

jonsie — Sun, 07 Sep 2014 21:34:14 GMT

Even when straying to a network not covered by O2 Travel the max cost of data should be £6.00/mb.

Re: Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 21:35:34 GMT

In my opinion and from what chat representatives have said, I should have received a notification to say that I was now on data roaming and sent information about the charges.
There has been so much conflicting information from the chat representatives.

I do agree that the cost of data is ridiculous!

Re: Frustrated with O2 chat - data roaming issue

MI5 — Sun, 07 Sep 2014 21:36:38 GMT

@Anonymous wrote:

I do agree that the cost of data is ridiculous!

Extortionate would be more accurate !!

Re: Frustrated with O2 chat - data roaming issue

Anonymous — Sun, 07 Sep 2014 21:37:43 GMT

http://www.o2.co.uk/international/travel/standard-charges/payandgo

I may be misunderstanding this in which case please correct me but according to the o2 travel payg rates £1.99 buys 50mb so surely if the OP goes over that it should just be another £1.99 for another 50mb?

If not, there is nothing on the rates page for payg that explains what happens once 50mb is used. (Probably hidden in page 1045 of the t&c's in section 4 sub section 2 sub section 3.9 paragraph 17).

Re: Frustrated with O2 chat - data roaming issue

MI5 — Sun, 07 Sep 2014 21:38:13 GMT

@Anonymous wrote:
In my opinion and from what chat representatives have said, I should have received a notification to say that I was now on data roaming and sent information about the charges.

You could use that information as the basis of a formal complaint.

It won't help short term (as they take a while to investigate and get back to you), but might get you something back in the long run.......

http://www.o2.co.uk/how-to-complain

Re: Frustrated with O2 chat - data roaming issue

MI5 — Sun, 07 Sep 2014 21:41:12 GMT

@Anonymous wrote:
http://www.o2.co.uk/international/travel/standard-charges/payandgo

I may be misunderstanding this in which case please correct me but according to the o2 travel payg rates £1.99 buys 50mb so surely if the OP goes over that it should just be another £1.99 for another 50mb?

Yes, correct, but you have to request MORETRAVEL to 21300 or else it just stops.

The issue here is termed "accidental roaming" whereby you are close to an international border which is not covered by O2 Travel and you go onto the full crazy data rate (£6/mb) without warning.....