Canceling Airtime contract but keeping device contract.

[Jay2024]

Hi,

Yesterday I got an email about planned increases and change to contract conditions. It says that I can cancel my airtime contract but keep my device contract and continue to pay it monthly. 

I decided to do just that as I'm paying way over the odds for something I rarely use. I spent most of yesterday going round in circles on the app before it closed for the day. I tried again this morning and was eventually told I would need to phone 202 where they have a specialist team to deal with this issue. I phoned them and after listening to the offers none of which are going to make me want to stay I was told that because my device and airtime contract were connected I couldn't change or cancel the contract without having to pay off the outstanding balance / termination fee. I pointed out that I didn't think that was correct and it was not what the email said. It was then clarified that it was an issue with the system and there was no way for them to do that but the issue should be fixed in 24 / 48 , a possibility of better offers and to phone back then. I don't have the time to spend half of next week going round in circles only to be told that they can't change the contract / separate the two in spite of what they're saying / their legal obligations. Although I can see things from the call centers view I also can't help but wonder if there a certain amount of an attempt to run down the 30 day limit.

I'm just wondering if anybody else is running into this issue or something similar so I can get a sense of what's happening? Thanks.

[MI5]

@Jay2024 

It's always going to happen unfortunately until everyone in customer services is properly trained and informed of the process.

Some have been successful already so worth trying again to get a different advisor, or try on social media.

Guide: How to find help & contact O2 

[jonsie]

This is again O2 giving us options but customer service unable to implement

We are going to be inundated with similar threads

[MI5]

Already a good few threads.

Mods need to do some tidying up and maybe one of @Dave-O2 's mega guides to link to?

[Dave-O2]

@Jay2024 Please keep trying by calling 202, free from your O2 phone, or on 0344 809 0202, if this isn't resolved soon, please let me know 👍

[Jay2024]

@Dave-O2 and anybody else interested. I tried again today. There was an option to discuss changes to contract in the phone menu which I used. I was put on hold for a long time but that's to be expected. I spoke to an advisor and explained the situation. It took a long time largely because he kept putting me on hold. Again not a problem. He seemed to have sorted it out. Cancel airtime contract. Keep device contract. Cancel extras. He said he would send be a PAC code. I got an SMS telling me my extras had be canceled. And another telling me to expect a PAC code etc. But it never arrived. I did get another SMS telling me that my PAC request had canceled my STAC.  And few hours later I tried requesting a PAC by text but received nothing. Not confirmation. Nothing. So I tried customer assistance via the app. After the usual going around in circles and waiting I got a message from an advisor telling me he was trying to understand my request (which was about the missing PAC) he then supplied me with information saying I was eligible to to end contract in 2026 and give the total amount I would have to pay for exiting device contract. I am now more determined that ever to leave O2. As long as everything works it's great but as soon as there any issue at all it just falls apart. But what I'm really worried about is loosing access to my mobile number. As it's linked to so many 2FA accounts and generally you need access to the number to able to change to another number. In your reply you said to let you know. This is the current situation. Thanks.    

[gmarkj]

Try calling the payment management team directly @Jay2024 

Their number is 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[Dave-O2]

Thanks for the latest @Jay2024 

Have you been able to obtain the PAC to keep your number?

[Jay2024]

Hi, I was able to get a PAC from my account online. I've had no other contact or confirmation of Airtime cancellation. So no proof that I've arranged to keep device plan. I have taken a screen shot of "orders" screen which lists changes as completed including a "custom device plan" but there are no details and it's not much to rely on if I need to prove I arranged changes. I'm also wondering if the airtime account won't close until I've used the PAC code. I'm going to wait until the end of the week before using it just to see if I get any further contact / confirmation from o2. Thanks. 

[jonsie]

The email is quite clear, if you want to cancel airtime but keep the device plan you MUST call customer service

Your airtime will be cancelled as soon as you use your PAC and a final bill produced

I wish you good luck but can see you still having issues due to the incompetence of customer service