3G phone on 4G tariff... Mixed messages - Live chat said 'yes' but told 'no' when asked in-store...

[Anonymous]

Hi,

I am confused and a more than a little angry at the mixed messages I am getting from O2...

I have an iPhone 4s (3g only) on a Simplicity Unlimited 12 month contract at £21 PCM... This gives me 1Gb of 3g data, which I go over most months...

I noticed that there now is a Simplicity 12 month contract at £31 PCM that has 8Gb of 4g data included which would be perfect for me...

Earlier this week I asked on Live Chat if I could switch my tariff to the 8Gb/4g and still use my 3g iPhone 4s with no penalty and I was told 'yes you can'...

I visited an O2 shop today to switch tariffs and was told flat out that this was not possible... I clearly explained that I fully understood that I would not get a 4g data rate on my 3g device and that I only wanted the additional data allowance...

I dont have the Live Chat transcript (as O2 don't automatically email it to you) and I didnt think I would have a problem so I dont have the Chat agents name to go back and complain...

Can any one offer any advice/opionion...

Many Thanks

Martin

[Anonymous]

You can take up a 4g tariff and use that on 3G.

Check the specific t&c of your tariff / contract.

You would need to pick up a new blank SIM card which is 4g from an O2 shop.

You just can't downgrade a tariff taken after March 12.

Speak to O2 on 202 for assistance or re visit the shop and speak to the manager.

[Anonymous]

Thanks for the quick reply - I hoped it could be done...

What is the best way to get the tariff changed..? I am not going back to the shop (Basingstoke) as she was adamant it could'nt be done (and made me feel stupid for asking)...

Thanks again...

Martin

[Anonymous]

First you need a 4g SIM card which are available in-store or ask for one to be delivered to you via 202 from your phone or live chat.

Then perform the swap my sim which moves your number and current tariff across to the blank 4g SIM card.

Then when that's settled as it can take up to 24 hours ring 02 on 202 to change tariff or do it via your my02.

[Anonymous · Accepted solution]

Swapmysim link http://swapmysim.o2.co.u

Live chat link http://www.o2.co.uk/mobile/contactus

[Anonymous]

Just switched tariffs using Live Chat... Took less then 10 minutes... No new SIM required until I switch to a 4g phone...

Martin

[Anonymous]

Good result.

I suggested the 4G sim so your all set up ready.

Bad store experience.

Possibly feed this back here

https://www.o2.co.uk/apps/help/help

[Anonymous]

Thanks for the feedback link - I have just fed back my experiance of O2 today...

[MI5]

---

@Anonymous wrote:

To the O2 store in Basingstoke Festival Place (and the woman who made me feel stuipd today) you can kiss my fat ar$3.!! Live chat agent 'Jordy' rocks and you lady suck..!

Martin

---

Made me smile

[Anonymous]

To be fair it's typically the online live chat that can get things muddled up and the stores or uk CS get it right.