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Level 1: Joiner
Posts: 2
Registered: ‎07-12-2013

o2 customers - media message charges BEWARE

***WARNING TO ALL USERS OF iphone on o2.***

 

I've just been charged £35.00 for sending text messages that were too big that o2 turned them into media messages. I've never known this to happen and have been stung for a huge cost for money I don't have spare 3 weeks before Christmas.

 

o2 have refused to refund as it's my own fault that I went over the character limit.

 

I am not renewing my contract as a result as this is the worst customer service I've known. I'll be posting this on Twitter and Facebook too so that other people don't find themselves with huge bills. Pass on the word also. These companies are very willing to take money in ways that I don't feel are transparent enough. Terrible customer service.

 

Don't let this happen to you.

 

 

Posts: 72,947
Topics: 467
Solutions: 8,140
Registered: ‎04-04-2012

Re: o2 customers - media message charges BEWARE

It's already been covered here before, nothing new, and yes, it is your fault.... You can turn it off on your phone.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Lumia 950 Dual (O2 & Sfr) and Z3 Tablet (Three UK)
iPhone7 (EE)

nil desperandum


Level 1: Joiner
Posts: 2
Registered: ‎07-12-2013

Re: o2 customers - media message charges BEWARE

How do I do that?

Posts: 72,947
Topics: 467
Solutions: 8,140
Registered: ‎04-04-2012

Re: o2 customers - media message charges BEWARE

Go to Settings>Messages>MMS Messaging>Off
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Lumia 950 Dual (O2 & Sfr) and Z3 Tablet (Three UK)
iPhone7 (EE)

nil desperandum


Posts: 27,020
Topics: 247
Solutions: 1,614
Registered: ‎29-07-2008

Re: o2 customers - media message charges BEWARE

[ Edited ]

Ridiculous accusation, especially as you have no idea why it happened or how to fix it!

 

If you had simply asked for advice:

 

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,T=guruCase,VARSET_COBJID=52283,P...

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1
Posts: 6,899
Topics: 90
Blog Posts: 0
Registered: ‎13-04-2012

Re: o2 customers - media message charges BEWARE

While I agree you could have avoided it I would try again with O2 I have heard of them refunding may take a few calls
Level 27: Desk Jockey
Posts: 1,640
Registered: ‎01-06-2008

Re: o2 customers - media message charges BEWARE


karenowens wrote:

***WARNING TO ALL USERS OF iphone on o2.***

 

I've just been charged £35.00 for sending text messages that were too big that o2 turned them into media messages. I've never known this to happen and have been stung for a huge cost for money I don't have spare 3 weeks before Christmas.

 

o2 have refused to refund as it's my own fault that I went over the character limit.

 

I am not renewing my contract as a result as this is the worst customer service I've known. I'll be posting this on Twitter and Facebook too so that other people don't find themselves with huge bills. Pass on the word also. These companies are very willing to take money in ways that I don't feel are transparent enough. Terrible customer service.

 

Don't let this happen to you.

 

 


It is all too easy to enter text in the Subject field when writing a message. Has soon as you enter text in the Subject field, that then turns the message into a MMS message, these are charged at 35p per message. I think this is what could have happened to you Karen.


O2 do not charge for text messages that are too long. A lot of people think that text messages can only be 160 characters long, this is not the case now. Some phones will split the text into multiple messages or some just send them as one message. I know with my iPhone, when I send a long text message, it just gets sent as one.

I wrote a video guide a while back, showing how to turn the subject field off to stop you inadvertently entering text into it and thus turning the text message into a MMS message. Although the video guide is showing how to do this in iOS 6, it should be very similar for iOS 7.


It might be worth watching this to see if this is the cause for your £35 charge Karen.



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Level 1: Joiner
Posts: 1
Registered: ‎20-02-2014

Re: o2 customers - media message charges BEWARE

I have been told by one O2 employee that if I send one smiley face per month I will be charged £0.35. This is excessive and in previous mobile phone contracts I have never been charged this this.

In order to avoid charges for so called media messages, is there a list of all the types of media messages that you can be charged for?

Posts: 72,947
Topics: 467
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Registered: ‎04-04-2012

Re: o2 customers - media message charges BEWARE


gerard-gordon38 wrote:

I have been told by one O2 employee that if I send one smiley face per month I will be charged £0.35. This is excessive and in previous mobile phone contracts I have never been charged this this.

In order to avoid charges for so called media messages, is there a list of all the types of media messages that you can be charged for?


Any message sent as an MMS will be charged.

Tell us what phone you have and we can advise on turning it off.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Lumia 950 Dual (O2 & Sfr) and Z3 Tablet (Three UK)
iPhone7 (EE)

nil desperandum


Level 27: Desk Jockey
Posts: 1,640
Registered: ‎01-06-2008

Re: o2 customers - media message charges BEWARE

[ Edited ]
This is untrue Gerald-Gordon.

I regularly send multiple smilies and I have not been charged. I hasten to add that I am not on a media message bolt on.

I think the reason you may have been charged is because you may have entered text into the subject field on the messaging app.

See my video guide/post a few posts above.

 iPhone 7 Plus 128GB matte black

If my suggestion has helped or solved your issue, can you please come back and post a reply with an update. Thank you.
Check out my You Tube Channel for iPhone video guides and more.
iPhone video guides and more