Changes to Data allowance policy

[Anonymous]

Hi all,

Just a quick message to let you know that O2 have changed their policy when you use up your data allowance.

Under the old system once you had used up your allowance, I believe your connection would be throttled to 15kbps. With effect from the 11th November, if you use up your allowance then you can not use your data connection at all until your next bill date unless you buy more data.

This change has caught me out, so I thought it best to warn other customers. Please note the FAQ's on the mobile website (m.o2.co.uk/support/paymonthly/usealldata) still suggest your data connection will be slowed - from experience I can confirm this does not happen!

Edit - I received this information from Raj on O2 customer support via O2 chat - he said that they will be updating their website shortly as I explained the current site still refers to data being slowed down. I only spotted the change and queried it because I received the following message when connecting to the bbc website from a redirect to www.o2.co.uk/data-allowance

[jonsie]

It has changed from what we have always been led to believe and the advice given to people on here. Surely a change like that should have warranted a simple notification?

[MI5]

I agree, and if not to the general public at least let the forum know so we can advise correctly.....

[perksie]

A bit longer around here and you'll realise that O2 will often make changes without notice, regardless of the affect on customers, it's what they do!

They sell communications, they don't live by them!

[jonsie]

too true!

[Anonymous]

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@adamtemp64 wrote:

why do they need to notify when it is already in the current T&C.

 I do not personally think o2 need to.

 If thay had amended the T&C then yes notification required.

I can see your point and i agree.  However, what is clearly not acceptable is that Still today, nearly four months after the change, they are still clearly stating in various areas that you will get slower speed.

When I went to MyO2 yesterday (as I knew I was near my data limit) it clearly stated. 'You're getting close to using all your UK data allowance.  When you've used it, you'll get a slower data speed.'.  In fact, after raising this issue via live chat today, MyO2 still has the same statement on.

Also, the advisor on livechat promoted a benefit of being on O2 was that you get your data slowed, not stopped.  She actually had to contact her support team to find out that the policy had changed.

It was also one of the benefits that made me choose O2 in the first place.

Admittedly i have paid for 1GB of data and cannot expect any more.  HOWEVER, i can expect to be told what will happen and not be blatanlty lied to by O2s own systems.  Especially as the first user on this thread had reported this to them MONTHS ago.

[Anonymous]

Totally agree.

It did take a new member to raise a post about this to highlight o2's move from one T&C clause to another in Data usage terms.

That said if a change was implemented then any auto message should have been changed also ,and all parties from non uk outsourced call centres (Live Chat), Uk Customer service (202&4445)and frontline store staff should have been fully briefed and that info passed into concerned / confused customers.

[adamtemp64]

@Anonymous if parts of the website / apps are out of date you need to raise it with o2 there is a website errors thread but do not expect things to be updated quickly over 1  year for missing info and still not on the  website http://community.o2.co.uk/t5/Discussions-Feedback/Website-bugs-or-errors/m-p/394782#U394782

[Anonymous]

• THis is an absolute joke if you ask me. I have recently joined o2 from T-Mobile(EE) - If i had known this was the cacase before i joined 02 I would have NEVER joined. Tmobile-EE do not completely disconnect your data once you have hit your limit, they just throttle it. I know it is not somthing that they have to do, but its something they do because it allows customers to at least still send and receive emails etc. For me, what 02 have done here is a deal breaker. Once my contract is up im gone.
• Its September 2014, this thread was started a long time ago yet the MY02 app still states that speeds will be slowed to 15kbs and on the help page it also states that speeds will be slowed and not stopped. NOWHERE other than in the terms and conditions does it mention about data being stopped and even there it has a 5 condition list which o2 can pick from at their leasure depending on their mood that week!

I think 02 are treating their customers like fools, letting us think we are getting one thing and then finding out when its too late that your getting something completely different.

The sooner i can Dump 02 the better.

[jonsie]

I have to agree that O2 made a monumental error stopping data completely once you have reached your data allowance. It's quite simply a sales ploy to get you to buy more data.

[Anonymous]

O2 used to throttle the data speed to next to useless.

Now as you know it's stopped until your next refresh date or you add a data bolt on.

Make sure your next network gives you good service by checking them out via payg SIM cards and also unlock your phone for free here https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form