on 06-07-2011 15:02
I decided not to upgrade at the time as there was no handsets i wanted and with the rumours of the iPhone 4S or 5 coming out towards the end of the year i was happy staying on the tarriff i had (with unlimited data too!).
Unfortunately last week on holiday my phone was stolen and my insurance excess went from £30 o £150 for all iphones so i decided i might as well upgrade. Called to block the phone and the advisor asked why i had never switched to a simplicity deal, reducing my monthly payments yet still keep my phone and could then upgrade whenever i wanted. i told him i had never heard about this even though i had spoken to several advisors previously (changing address, querying phone bill etc). As i was going to upgrade anyway i asked about O2 open and they confirmed as it was on my account still i was able to transfer it to the new upgraded tarriff but would have to do this instore.
Went into my local store and they didn't have the iPhone 4 in white in stock, and wouldn't for a week, so went the next day, to my other store. Managed to upgrade through pricematch to iPhone 4 White, £41/month (900 mins & texts) and £6 internet bundle and not pay anything for the phone. When asked about O2 open they said they had to restart it and its credit only (wouldnt say how much) rather than outright discount. And that i would need to obtain the code.
If i had originally upgraded to whatever phoneback in February, i would still have been able to take advantage of the O2 30% discount as it was still running, and be now 6 months into an 18 month contract. So after being advised incorrectly, im now just starting a new 18 month contact, for about the same im paying previously, even though for the past 6 months i could have been paying £30 (i think) rather than £45/month due to the simplicitytarriff. I asked in store about how i felt i'd been misadvised and they said it was to do with phone staff and not store staff. Anyone able to advise me on where i should contact or who to write to. As ive taken up a new contact, on 18 months, which now without 30% will mean i pay £10 roughly/month more than before.
on 07-07-2011 09:53
I do see what your saying though, so appreciate the reply.
on 30-07-2011 19:06
It's upgrade time and i spoke to someone on Livechat about my 30% discount who said it would continue through an upgrade. I went in store to upgrade, told it was only a credit and i need the code again. Went back online and told it would be 30% off and only be able to be done over the phone with 'Upgrades' on 202.
Upgrades told me it's only a credit and i had to do it in store. So i went online again who told me my 30% discount shouldnt be there and i am on 'O2 Open' which is just a credit. I was forwarded to the Team Manager after kicking up a fuss and told to call the support team.
I called retentions/cancellations who said O2 employees get 30% off, O2 open code users (John Lewis, Lloyds, National Rail etc.) get a credit of £125 (£175 if you work for mcdonalds!). I made a point of saying i had been given so much crappy information and now when it comes to upgrading and choosing whether i want to stay with the phone provider i have been with for the past 2 years, it will now cost me more than it ever has, to continue my custom with them.
I believe they don't value customers anymore and we are told to feel special that O2 is letting us continue with them, and we should be the grateful ones!
Sorry to hear you are having the same crap as me though. I have since been downgraded to a SIMplicity contract for £21.50 a month (30 day contract) to wait til the iPhone 5 comes out, as i'd like to upgrade to that if it's any good.
It still doesn't get over the fact I will be paying more than before. The terms changed on the discount and i wasn't informed of this.. instead it was left as a 'surprise' when i came to upgrade.. shocking customer service tbh.
Bottom line.. you will only get a credit of up to £125 mate. Tariffs have jumped up since the days I got mine and it's just something we, as 'grateful' customers, are just going to have to take on the chin.