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Level 1: Joiner
Posts: 1
Registered: ‎17-07-2013

Included but not included

I decided to come back to O2 as roaming is now included on certain tariffs... day two I go to Canada... turn on my phone... brilliant... text welcome... your travel zone is included... a few mins later... You have been charged 48£ for 50mb! NOW I can connect To the internet! Anyone had this?
Posts: 100,570
Topics: 767
Registered: ‎14-01-2013

Re: Included but not included

Hi @DAZZ80

Not sure if you have O2 Travel or O2 Travel INCLUSIVE?

Slight difference with those two. However you shouldn't be charged that amount at all

With O2 Travel

£4.99 a day: USA, UAE, Australia, South Africa, Thailand, Canada, Mexico, Brazil, Hong Kong, New Zealand, Japan, Cape Verde, China, Sri Lanka, Indonesia, Albania, Colombia, Argentina, Peru, Chile, Panama, Uruguay, Venezuela, Botswana, Guatemala, Nicaragua, Antigua and Barbuda, Honduras, El Salvador.

https://www.o2.co.uk/o2travelupdate

 

O2 Travel Inclusive (available on certain tariffs)

In Canada you get your daily allowances but anythiing over that you will be charges international rates

https://community.o2.co.uk/t5/How-to-Guides/O2-Contract-with-O2-Travel-Inclusive-75-Free-Countries-a...

 

Either way you are being charged far too much and should contact customer services immediately they open 8am UK time

https://www.o2.co.uk/contactus

*The Game Is On*

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Posts: 116,673
Topics: 574
Solutions: 16,178
Registered: ‎04-04-2012

Re: Included but not included

There is a much reported issue with the travel inclusive not working .
We've had a number of customers in the USA get cut off the same as you and no one has found a fix for it yet.
I would raise a complaint and seek compensation for O2 failing to deliver a service as promised, although many are getting used to that!
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Community Manager
Posts: 7,600
Registered: ‎18-02-2016

Re: Included but not included

Hi everyone, 

 

I've had an update on this one which has been posted here. Any new updates will be posted there so please keep an eye on that thread for further news.  

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Posts: 100,570
Topics: 767
Registered: ‎14-01-2013

Re: Included but not included

I hope they find a fix soon @Martin-O2

There are so many disappointed customers (and we only know of those who posted here)

I hope O2 are prepared to compensate those people who have paid for a service they aren't receiving!

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Community Manager
Posts: 7,600
Registered: ‎18-02-2016

Re: Included but not included

@Cleoriff The good news is that the issue has been identified and is being worked on. Fingers crossed it won't take too long to be resolved. 

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? See if the My O2 how-to guide will help


If you'd like to take part, why not register? Smiley Happy
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