Huawei pocket hotspot 40GB tariff

[Anonymous]

I recently bought one of these. The deal says 40GB useage per month, then half full speed for useage between 50 and 60GB, and half again for 60 to 79GB etc.
I've just gone over 40GB but my speed has been cut to almost zero. Literally nobody in O2 seems to be aware of this tarrif and nobody is able to fix it. The package is below.

Anyone else got this problem and were you able to sort it? The O2 live chat on this has been pure comedy.



Once you've reached your 40GB data limit for the month, you'll still be able to use data, but any extra data you use will be slower than the full speed available. For the first 10GB of extra data (up to 50GB), it'll be half as fast as full speed. For the next 10GB data (up to 60GB) it'll be a quarter of the full speed, then for anything after that (more than 60GB) it'll be an eighth of the full speed. You'll get back to full speed data automatically at the start of the new month, or if you buy a Bolt On. Terms apply.

[MI5]

Your problem and O2's get out is "what is full speed".
Network speeds are constantly variable and the "full speed" will vary from area to area and at different times of the day.
O2's definition of full speed is "the maximum available at the time" so they win every time.

[jonsie]

If you can't get anyone from customer service who can help then make a complaint. 

http://www.o2.co.uk/how-to-complain

[Anonymous]

Yep... the "help" desk already tried that jibber jabber about the speed being variable.... after I told them I was getting a solid 19mbps up to the 40GB limit, then suddenly 0.5mbps the minute I hit the limit.....and also drove to another town to try it, then they just told me to buy a bolt on! I feel scammed.
I really wish someone can sort this.

[MI5]

Complaints route then the Ombudsman if not sorted.

[Anonymous]

Yep..will go that route. Absolute shocker from O2

[Anonymous]

I do have a glimmer of hope from one helpful lady I called up....just waiting on hearing back.

Even the O2 shop locally hit the same brick walls that I did when trying to get a straight answer.

Come on O2, this ain't rocket science.

[Anonymous]

While waiting on hearing back, I was asked via another support channel to send before and after screenshots of the speed issue....luckily I had them....so I sent them. Still heard nothing back.

Will give the helpful help desk lady the chance to call back when she said she would (she has so far been the ONLY person in O2 taking this seriously).

Next stop Ombudsman.