Unlimited tariff line disconnected for using international calling card

[Anonymous]

My O2 number stopped working on 19/01/2013. When I called the customer services to ask them they told me that my contract has been cancelled and I can't use this number any more. The reason being I was making too many international calls using calling cards. I received a letter from O2 in the beginning of January stating that if I don't stop making the calls my number will be disconnected. I immediately called the customer services desk and they told me that if I start using the O2 international calling cards I should be okay. So I went to O2 stores to get the calling card. The stores kept sending me from one branch to another because they didn't had the calling cards in stock. When I got the cards I started making calls using those. Customer services told me that My line will not be disconnected if I start using the O2 international calling cards. Now all of a sudden my business line has been disconnected without O2 giving me any notice. When I called the customer services today th erep told me my line was diconnected. She said it does not matter which calling card I used O2 or any other Which clearly is opposite to what the other customer rep told me. Now my business has been affected just because O2 services rep don't know what they are talking about. If I would have been told in the first place not to use any calling cards I would have done just that. I have this contract with O2 for around 3 years and also had another contract with O2. I have my bills on time. This has stressed me out so badly. This is my business line.

Is there anyway I can keep this number?

[Anonymous]

Did the letter say that you were using too many calling cards?

Did it say that you could continue to use the line if you used O2 calling cards?

Calling Cards usually redirect through a UK landline number, so, for your last few bills - how many minutes did you use each month?

[Anonymous]

Hi 

  Thanks for your reply. The letter said that i have to stop immidiately using international calling card from this number within 30 days than i called customer services they said if i start using o2 international calling cards my line will be not dissconnected and i can use unlimited. So i stoped using other calling cards and start using o2 calling cards. I used normally every month around 1500 minutes through calling cards.

[Anonymous]

How many calls did you make on your normal O2 service in the last few months - ones that didn't use the pre-paid calling card?

[Anonymous]

The unlimited tariffs are subject to fair usage - so it could be that O2 deemed 25 hours (plus extra usage) on International Calling Cards excessive?

As this would be judged on your individual usage nobody can really say for sure here. The best thing to do is speak to Customer Services again - if they have told you that it will be okay if you use O2 calling cards then they may have notified your account with such a statement. And then they can discuss with you the best thing to do going forward from there.

[Anonymous]

I have made a lot of calls on this number as this is my main business line. That is why I got the unlimited tarriff as I knew I will be using the phone a lot. I have no record of how many calls I made, I never checked. If I check it will be about aroud 2000 minutes per month on normal service without calling cards

[Anonymous]

So you are using around 58+ hours per month from your unlimited allowance? It is very possible then they deem your usage, in general (not just calling cards) excessive.

If you want your phone back on I would chase up the statement CS made regarding O2 Calling Cards but you do have to remember the contract has a fair usage policy.

Is it a consumer or business contract you have?

[Anonymous]

Hi Thanks for your help. Already called the customer service but they said that I can't keep the number as it has been disconnected.

Is there anything I can do to have the same number

[Anonymous]

It is a business contract

[Anonymous]

I'm not too sure - sorry. It sounds like your case is quite specific so general solutions don't really apply.

Perhaps speak to them again and explain the importance of retaining your number, I'm sure dealing with business contracts that is something they deal with a lot, but again - I don't know if it will be possible to keep.

Good luck anyway!