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 👍