topic Re: o2 customer help in other circumstances in Discussions & Feedback

o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 18:39:15 GMT

o2 have what i beleive failed me in the customer service department, although im not sure if i am being out if term in respect of their so called terms 😕

Basically, phone was lost/stolen at night, i was unaware until the following evening - which i then blocked using the find my iphone app, mainly as i thought the phone may have been found and handed in so did not want to call o2 and block completely. As far as i am aware it is a palava to get the phone/sim re-unblocked.

Upon finding out the phone had not been handed in i blocked the phone/sim.

From the time it got stolen and when i blocked it with find my iphone they had ran up a £30 bill using premium numbers and txts.

o2 have basically said i am responsible to pay for these as i had not blocked the phone the same day. Even though i have never ever used premium numbers in the history of years and years as an o2 customer, also mentioned to them that as of that night after the last txt i sent (gave them the number i txt'd) there had been no 'normal' usage made on the phone ie to any of my contacts etc.

They are not interested and blaintly say i have to pay it.

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 18:44:40 GMT

Hi

It is required for a person to contact O2 to block the sim Asap when it's been noticed of the loss or theft in order to stop unauthorised usage.

I understand you blocked the iPhone through FindMyiPhone / lost mode but that does not stop someone from using the SIM card in another phone if you didn't have a sim pin lock or handset 4 digit passlock.

They are I believe within their T&C to expect you to pay the run up bill.

Re: o2 customer help in other circumstances

MI5 — Mon, 05 Jan 2015 18:45:17 GMT

Unfortunately, that is the rule and you are lucky that it's only £30.
You could try CS again for a goodwill gesture but they are not obliged to pay it for you at all I'm afraid 😞

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 18:49:12 GMT

thanks for the info, yes i had a passcode on but obviously these people know how to get around them 😞

It just really bugs me when i have been an o2 customer for well over 10 years and have had monthly contracts for at least 5 years so probably paid o2 a small fortune - yet £30 means so much more to me than to a multi million pound company. I know people are going to throw the T&C at me but i just feel low about this. Especially given then circumstances of the calls/txts made. 😕

Re: o2 customer help in other circumstances

Cleoriff — Mon, 05 Jan 2015 18:49:13 GMT

Sadly this is the case. I know you say you blocked it yourself, but you didn't report it to O2 'due to the palaver of getting it unblocked and in case it was found'

So I doubt they will help you further..

Re: o2 customer help in other circumstances

MI5 — Mon, 05 Jan 2015 18:54:55 GMT

@Anonymous wrote:
thanks for the info, yes i had a passcode on but obviously these people know how to get around them 😞

You need to add a sim pin too as they take your sim out of your phone and use it in another one.

Sim PIN help here http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Set-up-sim-pin-on-O2/m-p/822709/highlight/true#M82512

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 18:56:25 GMT

@Anonymous wrote:
thanks for the info, yes i had a passcode on but obviously these people know how to get around them 😞
It just really bugs me when i have been an o2 customer for well over 10 years and have had monthly contracts for at least 5 years so probably paid o2 a small fortune - yet £30 means so much more to me than to a multi million pound company. I know people are going to throw the T&C at me but i just feel low about this. Especially given then circumstances of the calls/txts made. 😕

You're Welcome.

I think they will have removed your SIM card and used it in another phone as the iPhone 4 digit passcode is not easy to get around ,unless they guessed and were fortunate to guess correctly.

You could again make your plea to Customer Services,but it would be down to the agent / department your speaking to.

Can an I just say when O2 send you a replacement Sim Card you'll need to ring them again to lift the account bar before it'll work but as importantly please set up a SIM card pin with it in your new phone so if this happens again, touch wood it does not, they cannot use it in another phone to make calls.

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 18:57:34 GMT

Thanks for the info.

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 19:01:07 GMT

@Anonymous wrote:
Thanks for the info.

Here to help.

May I ask were you insured for loss of your iPhone.

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 19:04:54 GMT

no not insured although i got over the fact that it had gone with the wind as these things happen but to then get another hit with an extra £30 on top of normal contract cost it just hit a nerve 😞

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 19:09:39 GMT

If you didn't have O2 Insurance or online mobile phone insurance then maybe check any household insurance policy and or some Bank Accounts offer cover too.

T&C and excess fee's may apply.

Re: o2 customer help in other circumstances

MI5 — Mon, 05 Jan 2015 19:33:01 GMT

@Anonymous wrote:
Thanks for the info.

Happy to help and I do think if you try 202 again you might get a different response.

Stay calm and polite and plead poverty

Re: o2 customer help in other circumstances

Bambino — Mon, 05 Jan 2015 19:37:29 GMT

I think you would find that the policy of reporting your phone as lost or stolen asap would apply to any network. Your only chance of recovering any of what was charged would be as the others have suggested.

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 19:57:32 GMT

Losing a phone or having it stolen is a very upsetting experience, but it is vital that the loss be reported to O2 as soon as practicable. Page http://www.o2.co.uk/help/phones-and-devices/lost-or-stolen-device gives the contact numbers - but perhaps as we approach the main holiday months O2 Community could put something clear and concise on the Community "front page" to remind customers what is required, and the potential consequences of delay in reporting a lost/stolen phone.

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 20:35:46 GMT

@Anonymous wrote:
Losing a phone or having it stolen is a very upsetting experience

Not if it's a Motorola Defy

Re: o2 customer help in other circumstances

Anonymous — Mon, 05 Jan 2015 20:49:40 GMT

Now that is true @Anonymous so very very very very very true.

In fact I think i would pay someone to take one of those off my hands 😈😈😈😈

Re: o2 customer help in other circumstances

browni — Mon, 05 Jan 2015 21:11:07 GMT

@MI5 wrote:
Stay calm and polite and plead poverty

That deserved a Kudo