Early termination

[Anonymous]

I recently had to leave O2, and I have been billed for early termination charges.

I changed to EE and am actually paying a higher amount than I was with O2 for the same tariff so am now being penalised twice.

I spoke to an adviser and explained everything. The reason for leaving was simply that we moved home and the signal was very poor, most of the time non existent, I was paying for a service I was not able to get. O2 must take some responsibility for this, so how do I get this charge deleted?

[Anonymous]

Unfortunately O2 cannot be responsible for you moving house......could you not have used TuGo?

 I'm sure you would of been made aware of the early termination fees when you cancelled.

[MI5]

Sorry but moving house is not a valid reason to cancel without penalty.
As per the T&C's you must buy out of the contract to end it.
This should have been explained when you contacted CS but it is clearly stated in your contract too.

[Anonymous]

I'm sorry but I disagree. Moving to a different area is a very valid reason for early termination. No provider can supply 100% coverage so it is their moral responsibility to help a customer with any problem and if this problem cannot be resolved then the customer should be free of any penalties. 

[Anonymous]

No provider claims to provide 100% coverage as stated in their T's & C's but if you move to an area not covered by their service, that cannot be the networks fault.

If you had WiFi, could you of used the TuGo app?

[MI5]

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@Anonymous wrote:

I'm sorry but I disagree. Moving to a different area is a very valid reason for early termination. No provider can supply 100% coverage so it is their moral responsibility to help a customer with any problem and if this problem cannot be resolved then the customer should be free of any penalties. 

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Whilst that is great in theory, it doesn't apply legally I'm afraid.

Check the T&C's that you agreed to (will be the same for EE too) 

http://www.o2.co.uk/termsandconditions

[Anonymous]

I already said that, and I'm not blaming the network, what I said was they have a moral responsibility.  O2 must have legal committments to their customers re provision of service.  Regarding the TuGo app it might have worked but no-one at O2 Customer Service suggested this to me. Question is why not?   

[MI5]

We have no way of knowing why Tugo wasn't suggested to you.
If you had come here to ask, we would have done but we can't speak for CS.
I am surprised though as it seems to be pushed from all angles.

[Cleoriff]

If it would help now...here is the link to Tugo. Have a read through....

http://www.o2.co.uk/apps/tu-go

[Anonymous]

I'm surprised they didn't mention TuGo as a solution.....was your handset a smartphone?