Disappointed with customer service, won't give me advertised tariff

[Anonymous]

I've just had THE most frustration conversation and still don't understand why there is a £16 simplicity deal with 50% extra data advertised but I can't have it, I can only get 500mb, not the 750mb advertised because the 'system doesn't allow it'. Grrrrrr.
Never had problems with 02 before but I don't like the new refresh option, the automated phone system is a nightmare, email customer service has gone, and now this. I have been with them for years but am seriously considering moving when my contract runs out in a couple of months.

[adamtemp64]

What tariff are you on now when are you due to upgrade etc.

We are all customers here but may be able to help you resolve this issue .

There is an email form but o2 prefer you to use live chat / ring customer services found the correct one https://www.o2.co.uk/apps/help/help

[version7point0]

Evening Annie.

The tariff you are refering to is only available as a new *or upgrading tariff selction, not one which you can move onto part way through your contract.

*I will try and clarify this part tomorrow for you.

Hope this helps.

[adamtemp64]

@version7point0 thanks that is what I was trying to ascertain from the op

We see this a lot why cannot I move to Tariff x from tariff a mid contract.

[Anonymous]

Same here, i've been with o2 for a few years but very disappointed with the service i've been getting lately. My contract has expired so i've tried to cancel online tonight but cant seem to get through, will be visiting a shop tomorrow and doing it then

[perksie]

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@Anonymous wrote:

My contract has expired so i've tried to cancel online tonight but cant seem to get through, will be visiting a shop tomorrow and doing it then

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It's best to contact them when they're open:

Customer Service Number Charges

From your O2 mobile	202	Free
From a landline	0844 809 0202	5p / min†
From abroad	+44 844 809 0200	Free‡

Opening times

Monday-Friday	08:00 - 21:00
Saturday	08:00 - 20:00
Sunday	08:00 - 18:00

[Anonymous]

Thank you for your replies. My daughters phone was upgraded a couple of weeks ago. I was unsure how much data she would need. I was reassured that I could increase this without a problem. We live and learn! I have never had problems before but last night was a nightmare frustrating conversation. My son and numerous friends have left O2 recently. The quality of their service seems to have seriously deteriorated. I will be looking elsewhere in 2 months time and next year for my daughter.

[MI5]

As you have just upgraded, it won't be possible to change your data for 30 days after the upgrade. However, after the second bill has been generated, you should be able to log into "My O2" (top right of this page) and go to "Change my tariff". You can add/delete/change your data bolt on in there.

[Anonymous]

Why didn't they just tell me that!

Seems there is a lot of unrest with existing customers and customer service in general. Such a shame. It used to be good and I did feel a certain loyalty but not anymore.

[MI5]

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@Anonymous wrote:

Why didn't they just tell me that!

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It can be a bit hit and miss as to getting a decent advisor, unfortunately 😞