topic Re: O2 customer support email address - EU charges in Discussions & Feedback

O2 customer support email address - EU charges

Anonymous — Sun, 05 Jun 2016 04:25:29 GMT

I am away on holiday and would very much like to email the facts to someone in customer support. It is not convenient to talk right now. How can I get my case and complaints about roaming charges whilst I am in the EU dealt with?. I have just had a text message informing me that I have already spent £40 on non EU data. My phone is set to automatic carrier settings and I am in Kos (EU) yet I appear to be getting charged no EU rates! In my view £40 for 50mb is not acceptable outside of the EU let alone in it!

Re: O2 customer support email address - EU charges

adamtemp64 — Sun, 05 Jun 2016 05:42:13 GMT

Unfortunately there is no o2 email address just the contact us options at the bottom of the page.

You need to select manual network selection and chose a Greek network I guess you have roamed to a Turkish network. http://www.o2.co.uk/international/travel/standard-charges Last section explains this

non Europe is £6 a mb so the 50mb cap at £40 is good value if not capped that would have cost £300

Re: O2 customer support email address - EU charges

Cleoriff — Sun, 05 Jun 2016 06:16:33 GMT

Hi @Anonymous Are you actually opted in to O2 travel ? O2 Travel

As Adam says there is no email address for O2 but the number to contact them from abroad is in this link http://www.o2.co.uk/contactus +44 3448090202 They open at 8am

Re: O2 customer support email address - EU charges

adamtemp64 — Sun, 05 Jun 2016 06:40:22 GMT

@Cleoriff The issue is not o2 travel or lack of it but cross border roaming at non Europe rates .

Kos is at its closet point 2.5 miles from turkey and mobile phone signals travel over water very well .

The only way to prevent this happening is manual network selection

Re: O2 customer support email address - EU charges

Cleoriff — Sun, 05 Jun 2016 06:30:05 GMT

Yes @adamtemp64 I realised that thank you...but as you had mentioned the risk of cross border roaming I didn't need to reiterate that again. I simply asked if the OP was using O2 Travel or not and provided the contact us number...

Re: O2 customer support email address - EU charges

Anonymous — Sun, 05 Jun 2016 06:46:08 GMT

Thanks. I am on a travel plan and have been on an EU data charge for the past 7 days but for some reason I have been automatically flipped to the £6 per mb non EU deal! Good value or not, I am now £40 down for something I didn't want, ask for or need.

Re: O2 customer support email address - EU charges

Cleoriff — Sun, 05 Jun 2016 06:55:41 GMT

Then I can only suggest you check @adamtemp64's first post @Anonymous. I think Greece has two sections... one in EU and the other is not. It sounds as if you have strayed close to the Non EU section

If you need to contact customer services then the number is given in my link...

Re: O2 customer support email address - EU charges

adamtemp64 — Sun, 05 Jun 2016 07:06:19 GMT

All of Greece is in the eu so covered by o2travel.

what phone are you using if you are unsure of how to select manual network @Anonymous if you say so body will be able to advise you

Re: O2 customer support email address - EU charges

Anonymous — Sun, 05 Jun 2016 07:15:57 GMT

I'm so disappointed that I've had an unexpected and unauthorised random charge of £40 for charges outside of the EU despite still being in the same place (hotel) in the EU. I did turn off automatic carrier selection on my iPhone after seeing the £40 charge message but I'm still down £40 and that's the issue here. All week I've been using my O2 travel plan until I got automatically flipped to the £6 per my tarrif without asking or authorising. Doesn't seem right to me.

Re: O2 customer support email address - EU charges

adamtemp64 — Sun, 05 Jun 2016 07:27:12 GMT

All you can do is ring o2 and see if they will give a good will gesture.

P.s. you should have had a message advising of charges when it roamed to the turkish network . If not received that may help your case with o2

Re: O2 customer support email address - EU charges

viridis — Sun, 05 Jun 2016 07:42:50 GMT

Kos is terrible for this network switching to Turkish networks, by the time the message comes you could have easily caned through a few quid data, especially in the north east. Blue lagoon resort where I went has the unique feature of receiving 2-3 Turkish networks as it's on the beach front near enough.
Problem was, only could tell turkcell was a Turkish network until the message eventually arrived.

Re: O2 customer support email address - EU charges

Beenherebefore — Sun, 05 Jun 2016 14:29:12 GMT

Same as the north of Rhodes....I was always picking up a Turkish network, fortunately I spotted it.

Re: O2 customer support email address - EU charges

MI5 — Sun, 05 Jun 2016 19:12:00 GMT

An expensive lesson but I'm sure CS will see sense and refund you.