Excess minutes

[SteveH]

The combined monthly mobile bill for my wife and me is usually just over £20, but this month it was £106 as my wife incurred excess minutes trying to keep in touch with loved ones during the current situation. I accept that the minutes were incurred, and will pay in line with our contract, but when I am approaching my data roaming limit in any month I get a warning from 02. My wife received no such warning regarding her minute allowance, and this I feel is unacceptable, and moreover amounts to taking advantage of customers when they are at their most vulnerable. Had she received a warning, then she would have switched most calls to our, admittedly poorer quality, land line. Please consider this point carefully, O2.

[MI5]

There are no warnings for minutes or texts, you have to monitor it in your MyO2.

[SteveH]

That situation is unsatisfactory. I wouldn't know how to monitor, and besides, we simply don't have the time to be constantly opening MyO2 to check progress, especially in these times. We have been very satisfied with O2 up until now, but this seems to be a glaring gap in the service, and may force us to consider our options.

[jonsie]

Text balance to 21202 is easy enough. It's your responsibility to monitor your own usage.

[MI5]

If checking your balance is so difficult you can always upgrade to a tariff with unlimited minutes.

[jonsie]

For the time being at least, all consumer contracts are unlimited minutes from tomorrow

https://news.o2.co.uk/2020/03/30/o2-lifts-the-limit-on-voice-calls-so-pay-monthly-consumers-can-stay...