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?

[jonsie]

As you have been advised, simply stopping paying for a contract because you move to an area without signal is not an option and of course termination fees apply. You could try going down the complaints route via the link at the foot of the page but this is really something that should have been done after you moved.

When you took out the contract you had coverage therefore O2 fulfilled their side of the contract. Why you weren't advised about using TuGo I have no idea though to be honest it has been widely publicised and O2 do use it as a selling point.

[Anonymous]

I have a transcript from a chat with o2 explaining the problem in detail, they never once mentioned TuGo. I could at least have tried that on my iPhone. Maybe I have a case for a complaint regarding poor Customer service.

[Cleoriff]

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@Anonymous wrote:

I have a transcript from a chat with o2 explaining the problem in detail, they never once mentioned TuGo. I could at least have tried that on my iPhone. Maybe I have a case for a complaint regarding poor Customer service.

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It does seem a poor experience and what you do about it is up to you. However, have a look through the Tugo link I provided and see if you think it may help...?

[MI5]

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@Anonymous wrote:

I have a transcript from a chat with o2 explaining the problem in detail, they never once mentioned TuGo. I could at least have tried that on my iPhone. Maybe I have a case for a complaint regarding poor Customer service.

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No guarantees but it's worth a try http://www.o2.co.uk/how-to-complain

[Anonymous]

I appreciate your advice and help but I am now with EE, so its not really worth trying the tugo

[jonsie]

It is your only possible way to stop the charge but as I said previously, it should have been done before. The fact that you weren't told about TuGo may help. Good luck, I think you may need it.

[Anonymous]

I'll try the 'Duty of Care' route as they certainly appear to have let me down going by what everyone is saying about tugo. Problem is now I can't email a complaint. Anyone have an email address?

[Cleoriff]

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@Anonymous wrote:
I appreciate your advice and help but I am now with EE, so its not really worth trying the tugo

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Apologies...I missed the part where you said you had moved to EE..... Of course TuGo would be no use now (other than to show you what you had missed out on)

[MI5]

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@Anonymous wrote:
I'll try the 'Duty of Care' route as they certainly appear to have let me down going by what everyone is saying about tugo. Problem is now I can't email a complaint. Anyone have an email address?

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The complaints process is on the link I gave you above http://www.o2.co.uk/how-to-complain

[jonsie]

Email link is in the complaints link.

complaintreviewservice@o2.com