Roaming new iPhone contracts

[jtuk]

I recall seeing that the top iPhone refresh contracts now included free roaming in Europe but now looking at new contracts I can't find any mention of it! Did I dream it or have they stopped offering it?? The current international roaming for £1.99 a day (& they add VAT) on top of that is expensive and very slow so I tend not to use it. If they have stopped the new offer why would they have done it as i under next year they will be forced to scrap roaming charges anyway and that will be law until UK exits the EU.

[jonsie]

Unfortunately they seemed to have stopped the free roaming on contracts now. Possibly the shop wasn't aware....

[jtuk]

The point is at the time of placing the pre-order it was offered thus they should respect that and not change what they promised at the time the order was placed. It is not the customers fault o2 failed in every aspect of these orders and refresh upgrades!

[jonsie]

It's certainly worth sending an email complaint in the link provided by @Cleoriff and see what they have to say. I can guess though...

[jtuk]

I tried the complaints department before regarding the lack of communication and terrible service but they are not interested in their customers. Haven't got the energy to fight with this company eeek in week out. They should have said because order was placed in the time limit for the roaming contracts and the delivery date they had promised also was within that time limit until they changed it again and twice. I feel they are just taking us for a ride. Luring us to these contracts with big promises but they failed to deliver on every count! It is a disgrace and I think in other areas of retail they would have been shut down!

[jtuk]

They won't do anything about complaints! But the shop assistant was very nice and told me roaming is on my contract! Why the phone advisor lied to me and ruined my day (again) and then made me waste time and go to the store to sort this out. As an aside the phone person asked me did I record the conversation when they promised me roaming in the store on Sunday as if it was something you are expected to do when visiting an o2 store. We are stuck with this awful company and I feel sorry for anyone who has to deal with them.

[MI5]

Can you not cancel within your 14 days and go elsewhere?

[darrengf]

Hi, I find it bizare that the complaints team has not looked into this.  I have always had a response back from the complaints and its always been dealt with everytime.

Does it say on your contract that you have free eu roaming, if it does o2 im sure will honour this.  Its strange that customer care cant see this tho.

[jtuk]

Now roaming in Europe and received text from o2 on arrival saying you are on o2 travel with free roaming etc etc so the customer services were wrong! Why o2 outsources to this company who clearly has no idea about anything? So many lies from them in the past 3 months. But seems the o2 store were correct. I would urge anyone on refresh contract who expected to get their phone before 30 November as per original promise should insist on the free roaming option.

[MI5]

As you said, you should be entitled to it anyway.

[jonsie]

That's good news @jtuk