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Lhpc123
Level 1: Joiner
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I’m currently in contract with o2. For the last 6 months they haven’t been providing me with the service that I signed up for. The signal drops out on calls and data is slow. When contacting o2 they state that the masts are busier than usual, they’re working on it but don’t have a time frame of when the issue will be fixed. This has been their excuse ever since I contacted them.

I phoned last week to speak to a manager as the customer service advisor told me they are unable to cancel the air time plan as I have a phone plan with them. When I took this out it was 0% loan for the phone through them. The air time and phone come out of my bank as two separate transactions and when checking my o2 account they show separate as well. I can see remaining balance on the phone.

However the phone isn’t the issue and I’m wanting to cancel just the air time plan due to a fault their end. (Not just because I don’t want it anymore which I could then understand)

They want me to pay off the remainder of the phone loan in full. I am happy to cancel air time plan and carry on paying the phone loan until clear.

I would like to know where I stand with this as I don’t think this is right.
If I wasn’t to pay and cancel my direct debit for this it would be my issue and be dealt a non payment effecting my credit score so why do these big companies get away with not providing what they stated in the contract I signed.

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Cleoriff
Level 94: Supreme
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@Lhpc123 

You can't just cancel the airtime. When you took out this contract you took a credit agreement for the phone so that has to be paid off before you can cancel

Guide: How does O2 Refresh work? 

Guide: Cancelling Your Contract 

*The Game Is On*

Girl in a jacket
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MI5
Level 94: Supreme
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@Lhpc123 

You need to ask O2 for a discount on your airtime tariff if you haven't been able to use your phone properly for 6 months.

If you don't get satisfaction from customer service, you need to escalate it to an official complaint.

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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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madasaf1sh
Level 56: Guvnor
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@Lhpc123 

 

Im afraid o2 are completely correct:

 

Mast issues can take a while to resolve. Also your mobile signal can be affected by many things, including distance from the mast, how many people are connecting etc.  This is the problem with Radio Waves they are fallible and lots of things block them..... as well as contention on the network. 


Data speeds are not guaranteed either. 


Also note if you don't pay the direct debit for either O2 will block the phone, and will destroy your credit file (credit scores are a made up number), and will go as far as taking out a CCJ against you for non payment.

 

Unfortunately the T&C's are quite clear, and you read and agreed to them. and even include the part about early termination, but you must have kept reporting the issue..

 

3.2 In order to obtain the credit, you must also enter into and continue to have a Pay Monthly Mobile Agreement (including the
Equipment Agreement) (the “Pay Monthly Mobile Agreement”) which covers the terms and conditions relating to the
provision of airtime services (including, for example, the costs of your calls / texts / data on the O2 Network) and other
related services in connection with Device (“Airtime Services”).

 

and section 2.2 of the agreement

 

2.2 The Service isn't fault-free; a range of different geographic, atmospheric or other conditions or circumstances beyond our control can impair it. For instance, coverage is affected by things like the thickness or material of the walls of the building you're in. It might also depend on how many people near you are trying to use the Service at the same time. For more information about the things that affect coverage and data speeds, please look at the dedicated Network pages of our Website at o2.co.uk/network. You're entitled to the quality of service generally given by a competent mobile telecommunications service provider, using its reasonable skill and care. We will attempt to re-perform disrupted Services when possible. We may direct and manage traffic on our Network as is required to deliver this quality of service, including in some circumstances directing traffic onto different components of our Network such as 3G, 4G, 5G and wifi. You can disable wifi in the settings on your Mobile Phone or possibly other Equipment if you do not wish to use that part of our Network. We may also carry out upgrades, repairs and maintenance works to our Network from time to time. Sometimes technical issues, impaired quality of service or outages on our Network can occur. If something goes wrong, we'll try to fix it quickly. If you experience continuous or regularly recurring disruption to the Services we will endeavour to fix the Services and you may be entitled to a partial credit of your Monthly Subscription Charges to cover the period that your use of our Services was disrupted. To receive a partial credit, please report this disruption to our customer services team by calling 202 free of charge from your O2 mobile. We will assess the disruption against your typical usage history. We may offer you alternative products or services to address the disruption, and an alternative means of accessing the disrupted Services must not be available to you. If our Services are materially degraded for an unreasonable period of time you may be able to leave your Agreement with us early without paying an Early Termination Charge (although you’ll need to pay off any relevant Device Plan). Contact us to discuss your options.

Current Phone: Motorola Razr 5g
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts





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MI5
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@Lhpc123 

As quoted from the T&C's "You're entitled to the quality of service generally given by a competent mobile telecommunications service provider, using its reasonable skill and care. " 

That statement alone is your ground for complaint.

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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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