Why have you removed the remainder of my Big Bundle balance that I have paid for on 6th Oct?

[Anonymous]

(and also why is Live Chat not working and nobody answering the phones?)

I contacted O2 via the online chat last night and after a 15 minute wait I finally got through to someone who eventually bypassed the security questions as I didn't have my sim card in my phone to check my balance.  I asked him to change my tarrif from the next due date, or from last night if it made no difference to the remainder of my existing allowances,  so I would not be charged for the next Big Bundle from my credit balance as I have got a new phone with EE and more than enough credit on O2 to pay for the next Big Bundle which I no longer required.  

My reason for doing this was that O2 waited until I had run out of my data on my Big Bundle before telling me that the new software on my iPhone was set to Wifi Assist - On so it was eating all my data in the background.

I checked my Big Bundle balance this morning and it has all gone - calls, texts, everything.  Why have you stolen this from me when I have paid for it and it was mine to use up until the 6th November.  Stealing from your customers is not a great way of doing business!

[Cleoriff · Accepted solution]

Hi @Anonymous

Firstly can I say this....the fact that WiFi Assist is turned on by default on your new iPhone is nothing to do with O2. They don't make the phones...they sell them. Your complaint about this should be directed to Apple. If you google WiFi assist you will see the amount of people complaining about the very same thing

Secondly... this is a customer to customer forum and we have no access to your account. Any queries you have about allowances disappearing must be directed to customer services http://www.o2.co.uk/contactus

[Anonymous]

If this is so why did O2 wait until Wednesday when all my data had been used up before sending me a text which read:

"Heard about iOS 9's WiFi Assist?  It automatically switches from wifi to 3G or 4G when your wifi signal is poor. So you can stay connected on your mobile.  It's on by default, so you could be charged if you use up your mobile data,  Want to switch it off?  Tap Settings, Mobile Data and turn it off."  

Why wait until all my data had been used before warning me about this?  Why even bother to warn me at all if it's nothing to do with O2?  

O2 are complicit by inference by issuing such a warning.

I bet O2 and Apple are laughing all the way to the bank with this scam causing people to buy additional Bolt Ons after their data has been suruptisciouly swallowed.

[MI5]

If you feel it's justified you can make a complaint http://www.o2.co.uk/how-to-complain

[adamtemp64]

O2 will have sent this message after all the bad press that apple has been getting.

But that is not making O2 complicit I think you just need to think carefully about what you are accusing O2 of as @Cleoriff has said this is an issue that has made the news etc.

Yes the timing for you may have been too late but every ios update apple do tell you what is new etc. Caveat emptor

I am not defending O2 in any way here.

[Anonymous]

I would if there wasn't an hour's wait on the phone and if the online Chat service was available.

http://appleinsider.com/articles/15/10/23/lawsuit-accuses-apples-ios-9-wi-fi-assist-feature-of-burni...

I will be watching this case very closely and if it succeeds and anyone is interested in joining me in pursuing a Class Action in the UK then get in touch with me via here.

[Cleoriff]

I don't work for O2 but can only presume that they...... like every other network provider...sent out the message when they realised the problem. I say again. It isn't O2's fault....or Vodafone...or EE ...or Three...

iPhone users all over the world discovered this WiFi Assist issue. hence all the complaints. I consider O2 have acted very responsibly by informing you ....and every other customer who bought this phone. I hope the other networks have informed THEIR customers.

As I say you only have to google it...

http://www.idigitaltimes.com/ios-9-data-problems-new-wi-fi-assist-feature-costing-iphone-users-hundr...

http://reviews.gizmodo.com/ios-9s-wi-fi-assist-is-eating-my-cell-data-1733513159

I know Apple have been asked why WiFi Assist wasn't set as OFF as default feature

Here is Apples response to the criticism

http://www.theinquirer.net/inquirer/news/2428493/ios-9-wifi-assist-feature-could-slap-iphone-users-w...

[jonsie]

I'm sorry but this has absolutely nothing to do with O2,  all complaints should be directed to Apple and their stupid default of on.

[Bambino]

A recent thread relating to Apple's misuse of WiFi Assist: 

http://community.o2.co.uk/t5/Off-topic/Apple-sued-over-WiFi-Assist/m-p/923076

[jonsie]

I wonder just how many iphone owners this has affected on all networks who will face the same problem next month until apple release a fix?