Hi there. I am hopeful that perhaps someone can shed some light as to why O2 don't seem to want to help. I am an existing customer on a pay monthly, nearly at the end of a 2-year contract and currently being bombarded with calls etc asking me to upgrade. Recently, husband (also existing O2) and I decided to take mobile broadband with O2 with each of us wanting a separate contract to maximise data. This was to be our sole broadband connection(s) at home to replace existing rubbish satellite connection. We have no normal broadband availability due to rural location. Current offer with O2 at 50% extra data also helped! So, husband does his online no problem. Then, I attempt (on my own, different log-in), and, after the system saying several times 'something went wrong', it declined. Contact with O2 suggested I need to check my credit file.
Panicking that something was wrong (but knowing that there shouldn't be) I immediately obtained my Equifax report (I was told Equifax was who they use). The report has absolutely nothing negative (I have never missed a payment in my life) on it, I am rated 'excellent' (there is no higher rating) and besides just completed O2 search, there was only 1 other search in the previous 12 months. I am on the electoral register and my credit card is paid off every month in full. I then phoned Equifax just to be sure and they confirmed there was nothing at all on there that would stop a credit application, certainly in their view.
So, I spoke with O2 again who said contact credit referrals which is email only. I did this and got an automated response saying I would hear within 10 working days. This has now passed and I have heard nothing. I also raised a complaint which I was told was 'upheld' but the only suggestion they had was to try again in 30 days.
I also went in to the O2 shop who suggested they try as often online applications 'go wrong'. This was an instant decline. Interestingly, their application did not trigger a credit search as I refreshed my report when I got home so it didn't even get that far. I was even thinking about getting the sim only and buying the device up front (a mobile router) but even that wasn't an option. The only other option they could offer was husband applying for another one but we are worried that with his recent O2 search that'll get declined as well.
So, any ideas??? Note I would happily go elsewhere but O2 is the only network with 4G coverage where I am and I know this for certain. Really keen to get this sorted before 8th August when the 50% extra data ends. Thanks.
