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Fair Fair Use Policy

Mattone
Level 1: Joiner
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I’ve just received a text from O2 with the following fair use policy notice.

O2: We've raised a charge of 16.78, which represents the cost of your continued usage in our Europe Zone outside our fair usage policy. The charge will appear on your next bill as 'roaming surcharge'. See o2.co.uk/roamfairuse for more details.

When I view the web page o2.co.uk/roamfairuse it states the following:

Using our services in our Europe Zone for more than 63 days in any four month period is what we consider to be unfair use. If you do this, we’ll send you a fair usage notification by text. If you continue to use these services after we’ve notified you, we’ll apply surcharges for further usage that we recognise as over usage.

These surcharges are £3.60 per GB for data, 3.3p per minute for calls and 1p per text. The surcharges will appear on your next months bill. We’ll stop applying surcharges to your European Zone usage once the majority of your usage over the previous four months has been in the UK.

I agree that I have been out of the UK for longer than 63 days. However O2 states that they will send you a fair use notification text which I did not receive.

The last text regarding my tariff was on 22 June which was the following:

From 2 August we'll be moving you onto the latest version of our Pay Monthly Mobile Agreement, which sets out our terms and conditions. 

For more info go to: http://v.o2.co.uk/W4C0Z177

From 2 August, we're also increasing some prices that fall outside your monthly allowance.

Find out more: http://v.o2.co.uk/f2C7N4V9.

Additionally I received this text when I landed in Germany:

Welcome to GERMANY. Now, all calls, texts and data you use in our Europe Zone will come out of your normal UK allowance. So roaming in Europe feels just like home. For more info and terms, visit: www.o2.co.uk/paym/roam-in-eu. Call 112 for emergency services across Europe.

I am unaware how O2 can charge me for fair use when all the charges fall within my monthly allowance, and I have a £0 spend cap.

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jonsie
Level 94: Supreme
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You need to call customer service.

Call 202 from your mobile or use Skype to call 0800 032 1402

All other numbers and methods of contact are in this guide

Guide: Coronavirus Community Help and Support 

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

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madasaf1sh
Level 49: Rootin' Tootin' 
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@Mattone

Text's are not guaranteed to be delivered especially whilst roaming. It is your responsibility to ensure you are not breaking the terms and conditions and Fair use policies.

Spend Caps don't apply to roaming inside the EU, as per the roam like home rules, and the spend cap rules.

The text in Germany is an automated text that goes to every mobile that is roaming, Enterprise, PAYG and Pay Monthly.
Current Phone: Motorola Razr 5g
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts
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