topic O2 customer services say I’m a liar! in Apple

O2 customer services say I’m a liar!

Anonymous — Mon, 10 Oct 2022 17:46:11 GMT

I joined virgin media on the ultimate volt bundle which is advertised as coming with an o2 sim with unlimited data. My unlimited data has dropped to 250gb. I called o2 only for the agent to deny it should be unlimited data despite me seeing it on the MYO2 app while on the call! I had to call virgin media for them to raise it directly with o2 as the staff at o2 don’t even know what products they are advertising as being for sale! False advertising? Breach of contract? Does o2 need another fine from OFCOM before they start learning from their mistakes.

Re: O2 customer services say I’m a liar!

Anonymous — Mon, 10 Oct 2022 17:47:30 GMT

Re: O2 customer services say I’m a liar!

MI5 — Mon, 10 Oct 2022 17:48:10 GMT

@Anonymous

It will be unlimited once the volt benefits have been applied.

Re: O2 customer services say I’m a liar!

Anonymous — Mon, 10 Oct 2022 17:57:58 GMT

Re: O2 customer services say I’m a liar!

Enlli — Mon, 10 Oct 2022 18:58:19 GMT

You seem to be saying that your O2 account showed unlimited but has now dropped

I'll tag and advisor on this one

@O2Ryan can you help here

Or @O2Lisa who is on tomorrow

Re: O2 customer services say I’m a liar!

O2Lisa — Tue, 11 Oct 2022 07:27:05 GMT

Morning all, thanks for the tag @Enlli.

@Anonymous I’ll message you privately and look in to this for you.

Re: O2 customer services say I’m a liar!

Anonymous — Tue, 11 Oct 2022 10:13:27 GMT

Thanks … I ordered this as a single bundle that was advertised. All internet service providers request 1 month notice so customers need to arrange a new provider just over a month before so they can submit the cancellation request. It was advised my contract with my current provider didn’t end until 23rd October and my virgin broadband is due to be installed on 22nd October. It’s not my fault o2 went all greedy eager beaver and sent me the sim out as soon as I arranged it. There needs to be better communication between the 2 partners. Also, my o2 contract will expire before my virgin media does so what happens in the last month of my contract? Will I lose my virgin media volt benefits earlier then? Will I have to stay with o2 for 19 months just to keep my virgin media package? Having the components of the bundle split across 2 different dates is already causing problems at the start and will also cause problems at the end. Someone obviously didn’t think this through properly. Why sell it as a single bundle if it’s 2 separate contracts with 2 different start and end dates? Even if my volt doesn’t go active until my broadband installed, the current package isn’t what I ordered

Re: O2 customer services say I’m a liar!

MI5 — Tue, 11 Oct 2022 16:42:38 GMT

@Anonymous

As I said above, the unlimited data will kick in when volt benefits are applied.

You keep the volt benefits on both contracts for the duration of your time with each provider. So, if you leave Virgin after the cooling off period, you keep the O2 benefits and vice versa.

Re: O2 customer services say I’m a liar!

Anonymous — Tue, 11 Oct 2022 17:16:25 GMT

@MI5 you are answering questions that f your own making not the questions that are being asked. Your response is pointless … don’t bother replying unless you have something useful to add. Thanks

Re: O2 customer services say I’m a liar!

madasaf1sh — Tue, 11 Oct 2022 17:39:45 GMT

@Anonymous

It sounds like what has happened is that Virgin put the order through to start straight away, you are right this should be better, and not to the detriment of the customer.

I would raise a complaint with VirginMedia as they have started the o2 part early.

Unfortunately you are not the first to have this happen and I doubt you will be the last, I have no idea why this can't be on one bill like the old oomph bills where it was included in the bundle, and you received a £0 bill from Virgin Mobile.

Re: O2 customer services say I’m a liar!

Enlli — Tue, 11 Oct 2022 17:48:15 GMT

@Anonymous

It may be worth going into the my O2 app and seeing if Volt Benefits have actually been applied under your Bolt Ons.

I'm active on the Virgin Forum and have never seen anyone who has ordered your package get other than Unlimited Data from the off.

However, I have not come across anyone in your position before.

I agree, Volt is a mess, most of the problems seem to be caused by Virgin who are keen to get people signed up to the Top Package, which is a nice little earner in bonuses. I also get a strong impression that some of the agents haven't a clue what they are doing and how to fix things when they go wrong. They sign you up to O2 but after that wash their hands of any problems

Re: O2 customer services say I’m a liar!

Anonymous — Tue, 11 Oct 2022 17:51:36 GMT

If this really is the case, as mentioned above, I’m now worried about what happens at the end of my contract. Will I lose my volt benefits at the end of the contact because one component ends sooner for something that is not my fault? Or will I have to at for an additional month of out of contract o2 costs to keep the benefits? Will I be ending the contract with a product I did not order? Is this just a sneaky way of o2 making you renew with them just to retain the benefits of their partner?

This is going to be a mess! I can see it already. It may be best just to cancel the whole thing now and wait until they align things properly

Re: O2 customer services say I’m a liar!

Anonymous — Tue, 11 Oct 2022 17:55:48 GMT

All the problems I’ve had are with the o2 side of things not the Virgin media side. The VM agents have been so much better.

yes, MYO2 app says my volt benefits have been applied and until a few days ago was unlimited when it changed. When I called o2, the agent told me ultimate volt does not come with unlimited data but only 250gb despite it being advertised on o2 website and the app as unlimited. So either the agent is lying or the website is.

Re: O2 customer services say I’m a liar!

Enlli — Tue, 11 Oct 2022 17:56:47 GMT

Once Volt is running if you cancel one service the other keeps running

If you cancel the phone you keep your speed bump on Virgin Media

If you cancel your Virgin Media you keep your double data on O2

Re: O2 customer services say I’m a liar!

Anonymous — Tue, 11 Oct 2022 17:57:42 GMT

as I can get volt to my address as it’s being installed I can only assume the the other option of my volt benefits already applied

Re: O2 customer services say I’m a liar!

madasaf1sh — Tue, 11 Oct 2022 18:00:11 GMT

@Anonymous

You won't lose any benefits as your o2 contract does just stop, it will roll on at your current price (usual rpi price increase added on), and when your VM contract expires then you renegotiate..

You maybe waiting a while, even BT & EE have problems....

Re: O2 customer services say I’m a liar!

Anonymous — Tue, 11 Oct 2022 17:59:04 GMT

It still doesn’t excuse the fact that the o2 agent directly told me “the ultimate volt does not come with unlimited data”.

Re: O2 customer services say I’m a liar!

Anonymous — Tue, 11 Oct 2022 18:02:53 GMT

That’s the point!! It’s not “double data” it’s “unlimited”. If it’s only double data then it’s false advertising? Should I just go directly to OFCOM to resolve this?

Re: O2 customer services say I’m a liar!

madasaf1sh — Tue, 11 Oct 2022 18:09:13 GMT

@Anonymous

The o2 agent is talking 🥦 it clearly states unlimited, in fact its either 10Gb or Unlimited, I would have just ended the call and call back, to speak to someone else to be fair.

Ofcom don't deal with Consumer Complaints, it's the CIDR service

Has @O2Lisa been in touch at all via DM?

Re: O2 customer services say I’m a liar!

Anonymous — Tue, 11 Oct 2022 18:11:08 GMT

Yes my volt benefits are apparently active on my app. But the problem is like I keep saying and being ignored is that o2 think the volt benefit is only 250gb and not unlimited as advertised, This is the whole point of this thread!!!