WARNING: Be careful cancelling airtime when you have device plan

[Kosmos5457]

This is warning anyone who is thinking to cancel airtime on their contract when they have a device plan. 

I've been long term loyal customer of o2. I had Apple Watch Ultra, Airtime on Watch, iPhone 15 Pro Max 1TB and Airtime which has Plus Plan. 

It had just gone past two years into the contract with Apple Watch Ultra and airtime. It stated airtime could be unlinked after 24 months. 

I called them to cancel, they said no problem. Now this is where I checked that I wouldn't be expected to pay off the Watch in full as I wanted to keep the device plan till it would finish. 

Now they tell me a month later that I must pay off the remaining amount on the Watch in full. £408.08 to be exact is what was quoted on the letter. 

Got no sense out of customer service. They're an absolute shambles. Wrote to Chairman's Office and got response but again, useless this time. They cannot re-instate the device plan. 

The letter was quite a nasty stern one where they threaten with writing to credit reference agencies. That I'm sure will screw up any future upgrade with the network. 

There was no taking accountability or ownership of the issue on their part but the service is abysmal. 

[madasaf1sh]

@Kosmos5457 

I can promise you no one on this customer to customer community his able to take any ownership or accountability.. 

All you can do is follow the complaints process ( https://o2.co.uk/how-to-complain ) they have 8 weeks to respond after this you can take it the ombudsman.. 

Did you also cancel your Airtime on the iPhone 15 Pro Max, as this would automatically cancel the Apple Watch and need to be paid off in full.. 

Good Luck..