Disconnection

[Hedgehog]

I have a pay up front for life contract which O2  has disconnected and migrated my number to another company without my consent and in clear breach of Clause 3.2 of my contract.

They can see i have a contract, but because they no longer do the contract i have already paid for i can pay £24 a month for another contract.

They cannot grasp i have already paid and it is their issue to resolve, not mine to pay again.

I have been trying to resolve for 2 months now with all kinds of promises but none materialising.

I go through the same systems every time i call with escalation to resolution department and reconnection, and promises of call backs, but nothing.

I have no idea how to speak to someone who can resolve this clear breach of contract.

[Enlli]

Never heard of that before, O2 do not randomly move people elsewhere.

What is the name of the company that now has your account.

Might help us work out what happened 

[MI5]

@Hedgehog 

make a complaint

Customer Complaints Code

[jonsie]

It's difficult to comment without the full facts from both parties

We have said in the past that these legacy contracts give O2 issues and they look to move customers onto a different contract

I quite agree though with the OP. I worked at Cellnet when these contracts were introduced and they are ideal for those with limited use.

When they were initially sold I didn't look on them as cheap, rather I thought of them as expensive for what you actually got.

Obviously in real terms today they were of immense value and a much better option long term than PAYG

Definitely make a complaint, O2 are in my view in breach of contract

Goodness knows how you get your number back now

[Hedgehog]

They do not have the account, that has been terminated and they say they do not have the contract. I have the contract and have sent to them.

They have moved my number to Genie mobile without me knowing, who ironically are now part of O2, but for the avoidance of doubt, we no longer have the number or phone line. Its been disconnected.

[Hedgehog]

I have, i keep chasing as required from OfCom but no success.

I have been this week twice told that someone from the reconnection team would call me to reconnect at 8.00 on Monday and between 8 and 12 on Tuesday, which i did not believe, and needless to say did not happen. 

[Hedgehog]

Thank you

I have complained, i have been passed to resolution department, they write letters that ignot the facts, they are clearly in breach of contract, but they cannot even tell me why it was disconnected, just they dont do that contract any more so i can buy a new one if i want.

They cannot answer when i say i have already paid why would i want to pay again.

[Oxonian]

@Hedgehog 

The Customer Complaints Code, provided to you above, details how to escalate your complaint about this matter to the Ombudsman. 👍