topic Re: Wrong Contract in Apple

Wrong Contract

Anonymous — Mon, 29 Sep 2014 08:30:19 GMT

On sign up via telephone i asked for my iphone 6 plus to be on the 24month refresh contract with unlimited texts & mintues and 20gb data

The problem is i have been put on a 24 month standard contract.

now o2 wants me to send my phone back, cancel my contract, go through another credit check which could decline, pay another deposit, wait a week for the phone to arrive, port my number again, etc etc

Why should i have to go through all that ? the phone is the same the only difference is the contract. i should be able to just go into store, cancel my contract sign a new one and job done.

what a great start o2.

Re: Wrong Contract

Anonymous — Mon, 29 Sep 2014 08:45:14 GMT

Hi

Who did you open up the contract with ?

O2 directly or an independent such as Carphone Warehouse ?

Refresh is only provided by O2 directly.

If o2 have done this then speak to another person on 202 or fill this out http://www.o2.co.uk/how-to-complain/complain

If you did this through an independent then your going to have to go through the process to cancel I'm afraid.

Re: Wrong Contract

Anonymous — Mon, 29 Sep 2014 08:49:18 GMT

hi mate

As far as am aware the way o2 are dealing with it is totally wrong. From what i know is that when you get your new contract phone and sim you have a 14 day grace period where you can return or change your contract tariff. If the phone isn't the problem you dont need to return it at all. If you want to change the tariff then all they need to do is change the sim via o2 store. Even with that i think you can change the tariff on the same sim. To be honest mate since the Iphone 6 launch the customer service have gone really bad. I have pre ordered my Iphone 6 plus on the 12th September and till this day i have not had any updates nor any geuine information regarding the handset delivery. Everyday i hear '5 days from today.' I would recommend you to visit your nearest o2 store and inform them of the tariff change.

Re: Wrong Contract

MI5 — Mon, 29 Sep 2014 08:53:25 GMT

Sounds like Deathy ordered from CPW - If you want O2 refresh you have to order from O2 directly......

Re: Wrong Contract

viridis — Mon, 29 Sep 2014 09:11:37 GMT

Could have been one of those "I'm calling from O2" independents.

Re: Wrong Contract

MI5 — Mon, 29 Sep 2014 09:13:59 GMT

@viridis wrote:
Could have been one of those "I'm calling from O2" independents.

Good chance - I just hope it wasn't Aerial 😞

Re: Wrong Contract

Anonymous — Mon, 29 Sep 2014 09:25:30 GMT

I called o2 directly using the number from the website,

I was supposed to also get this bundle pack that was offered for the 6 plus that never materialised, on calling was told it doesnt exist.

so for several days i had not case for my phone. shocking.

I called 202, all i was told that i could do was go through the hassle,

my local store does not have any of the 16gb in stock, said i could have £5 a month of, which i have gone for, shame i couldnt have gone to my loacal store and got the 64gb for £5 less a month, i would have paid the £30 upfront costs.

I would have understood if it was my fault, but they even have it in written on a webchat when i questioned what tariff i was on. so even then they still got it wrong.

Not happy at all.

Re: Wrong Contract

MI5 — Mon, 29 Sep 2014 09:27:32 GMT

Most strange, but unfortunately as customers, there's not much we can suggest that CS haven't already told you.
Hope it works out for you though......

Re: Wrong Contract

viridis — Mon, 29 Sep 2014 09:31:05 GMT

Personally I would push for a better resolution than the £5 a month discount. Use the method mentioned by bandofbrothers to contact them further and complain. There must be someone down that chain who has the authority to press a button on a keyboard.
Can I ask what tariff they put you on and what data allowance you have.

Re: Wrong Contract

Anonymous — Mon, 29 Sep 2014 09:38:48 GMT

Im on the correct tarrif in regards to minutes, text, data etc. except im on standard tariff rather than the refresh tariff.

Re: Wrong Contract

MI5 — Mon, 29 Sep 2014 09:42:17 GMT

Are you sure?
What makes you think that?

Re: Wrong Contract

jonsie — Mon, 29 Sep 2014 09:45:48 GMT

What exactly does it say in My O2?

Re: Wrong Contract

Anonymous — Mon, 29 Sep 2014 09:47:51 GMT

because i was told by customer services, o2 says im on a standard tariff,

Re: Wrong Contract

jonsie — Mon, 29 Sep 2014 09:50:28 GMT

You need to sort it then and if that involves sending the phone back, then that's what I would do.

Re: Wrong Contract

viridis — Mon, 29 Sep 2014 09:57:53 GMT

Have you visited my O2 on the site. And what does it say under my plan, does it have a section called my device plan?

Re: Wrong Contract

Bambino — Mon, 29 Sep 2014 09:59:50 GMT

I thought I'd read somewhere that O2 weren't offering standard tariffs any more, and that they were all Refresh. Is that wrong?

Re: Wrong Contract

viridis — Mon, 29 Sep 2014 10:00:36 GMT

Or if you get the my O2 app, there is a section telling you how much it would cost to upgrade. What is that figure.?

Re: Wrong Contract

MI5 — Mon, 29 Sep 2014 10:06:50 GMT

Are you sure they didn't say "standard data" (which is incorrect for an iPhone, but easily fixed). O2 do not offer standard tariffs anymore so you can't be on one.

Re: Wrong Contract

viridis — Mon, 29 Sep 2014 10:09:11 GMT

Unless refresh is now considered "standard"
Upgrade price will give an instant answer.

Re: Wrong Contract

jonsie — Mon, 29 Sep 2014 10:10:34 GMT

My O2 will tell you exactly what plan you are on....