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Former Staff
Posts: 11,573
Registered: ‎13-08-2012

Re: Texting abroad charges

Hi @G_d,

I shall update when I can and have asked for the post up to date info possible. Alternatively, a colleague in my team will do so in my place. Cheers for flagging!

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Level 1: Joiner
Posts: 19
Registered: ‎16-09-2016

Re: Texting abroad charges

@adamtemp64 I would be keen to hear what you learn on twitter. However, O2 have two web pages giving two different prices so they've definitely got an IT error - either by not updating the page with the lower price or by unintentionally increasing the price on the other page (which may be directly linked to billing).

 

You can gather the opinions of customers here or on twitter, but the bottom line is that someone from O2 needs to tell this discussion group which price O2 intended to charge Pay Monthly customers for international texts since 31st August. If it is 20p, and they have been billing people at 35p, then they need to apologise and rectify the situation as soon as possible. If it is 35p, yet they appear to have notified nobody (not even @Toby or the O2 staff he has spoken to), then someone from O2 still needs to tell this discussion group which price O2 intended to charge Pay Monthly customers for international texts since 31st August. In addition, at the very least they need to apologise for not notifying customers, and more appropriately they need to issue notification to all Pay Monthly customers with a revised date in the future for the price hike and revert to the 20p tariff until that revised date (correcting overbillings since 31st August). Either way, O2 staff need to address this issue directly. For @Toby to tell us he will let us know if he hears anything really isn't good enough. If anyone here thinks it is good enough then O2 are either very lucky to have such generous and understanding customers, or they have somehow managed to brainwash those particular customers.

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Posts: 79,899
Topics: 572
Solutions: 3,818
Registered: ‎04-01-2009

Re: Texting abroad charges

I can confirm that any text I send from Thailand costs me 35p +vat. The charges are confirmed on the international pages but I never received any notification of the increase at all. Luckily live chat via the complaints link refunded the charge and opted me out of o2 travel as it was blatantly obvious the text was sent via TuGo.
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Former Staff
Posts: 11,573
Registered: ‎13-08-2012

Re: Texting abroad charges

Hi @G_d,
I can confirm that the larger charge is the correct one, but am also asking for any other info about the change, as well as any other useful information that is related. The website update is on the web team's to-do list also.
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Level 1: Joiner
Posts: 19
Registered: ‎16-09-2016

Re: Texting abroad charges


@Toby wrote:
Hi @G_d,
I can confirm that the larger charge is the correct one, but am also asking for any other info about the change, as well as any other useful information that is related. The website update is on the web team's to-do list also.

Thank you @Toby. I can't say I'm pleased to hear that, but I am grateful that you have finally been able to clarify the situation after over a week of waiting. The matter of failure to notify remains, and whether or not O2 were justified in almost doubling a charge without notifying anyone. From a customer's point of view of course they are not justified in doing so. There are undoubtedly still many customers who have not yet received a bill since 31st August and who continue to send international texts without knowing how much it is costing them. Therefore if O2 has an ounce of decency left they will issue formal notification to all O2 Pay Monthly customers immediately. I'll expect mine by the end of the day, thank you. I've waited long enough. There is also the matter of an apology.

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Posts: 16,420
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Registered: ‎13-08-2008

Re: Texting abroad charges

Twitter replied with this https://twitter.com/O2/status/779622773584961540 and links to this page http://www.o2.co.uk/call-abroad and stated it was notfied by sms

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Posts: 79,899
Topics: 572
Solutions: 3,818
Registered: ‎04-01-2009

Re: Texting abroad charges


@adamtemp64 wrote:

Twitter replied with this https://twitter.com/O2/status/779622773584961540 and links to this page http://www.o2.co.uk/call-abroad and stated it was notfied by sms


You do normally get a text when you arrive in any given country....but only about o2 Travel. I had no previous text notification. 

Screenshot_2016-09-24-17-22-58.png

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Posts: 16,420
Topics: 295
Kudos: 1,849
Ideas: 6
Solutions: 1,312
Registered: ‎13-08-2008

Re: Texting abroad charges

Asked on twitter about text as did no get one 

iPhone 11 Pro 256gb on unlimited data
iPad Pro 11” 2018 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Henstridge Rural South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

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Posts: 16,420
Topics: 295
Kudos: 1,849
Ideas: 6
Solutions: 1,312
Registered: ‎13-08-2008

Re: Texting abroad charges

@jonsie This is from uk to abroad and not o2travel related

iPhone 11 Pro 256gb on unlimited data
iPad Pro 11” 2018 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Henstridge Rural South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

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Posts: 86,458
Topics: 729
Registered: ‎14-01-2013

Re: Texting abroad charges


@adamtemp64 wrote:

Twitter replied with this https://twitter.com/O2/status/779622773584961540 and links to this page http://www.o2.co.uk/call-abroad and stated it was notfied by sms


Thanks for finding that out @adamtemp64 but they lie. I have never received any such text informing me of changes to text prices from 31/8/16 (and obviously from reading this thread, many others are in the same boat)....Evil

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