on 18-01-2011 14:28
on 19-01-2011 14:15
I'm not on Blackberry but thought I'd post my reply as I hadn't seen much of them before. A very disgruntled customer will be calling them later on today.
on 19-01-2011 15:00
What have you changed that means you don't have data any more? Did you ask for a different bolt on such as o2 calls?
Basically, if you did then the charges you are getting are down to your own request as you cannot have data and another bolt on at the same time. However if you didn't do this, or f you were advised wrongly, o2 will reapply the data bolt on and refund the charges.
Let me know what happens. Try to give as many details as you are comfortable with and I might even be able to advise you what to say.
on 19-01-2011 16:57
I called o2 in November asking to increase my call allowance on my tariff due to going over my minutes, they said the new tariff would start on my next bill. Within half an hour I called them back asking to cancel the change and go back to my previous tariff (The one I was currently on) because we found a cheaper solution to the calls (Previous tariff was 500 mins, unlimited texts and free internet- may have been a bolt on but basically I could use it as much as I wanted and wasn't charged more for £35). Sorry if that's a bit confusing.
They said it wasn't a problem and they would cancel the change of tariff so I would remain on the £35 one, they told me it was exactly the same as before and just reminded me what it included. As far as I was aware, I could carry on using the internet as much as I wanted and didn't think I was going to be charged £1 a day when I was using it.
I spoke to an advisor online and they explained the £1 a day data charge, so at the moment I haven't used the internet since. I just need to phone them and ask why it was changed and I wasn't informed, hence only asking them now 2 months (ish) on.
Hope this isn't too confusing, but thanks for your help.
on 19-01-2011 17:07
1 they were not able to put back on the same tariff as before as it no longer exists so you are on the newest equivalent but this doesn't include data
2,they have changed you back to the original but data was a bolt on that needed to be added separately and the advisor didn't realise
If I was you I would simply call up, refer back to this request and change of heart and ask why you no longer have inclusive data. The advisor should quickly find the cause and offer some sort of rectification, reinstating the bolt on would be expected, but also ask them to recalculate you data charges since the error occurred so you can get the charges back, they would credit these to your next bill if an error is found. Some people are wary of advisors admitting a mistake was made, but there's no need to be. These guys are only employees, not shareholders
on 19-01-2011 20:29
Anyway, O2 CRS have resolved this. Big up to Chris @ the CRS for sorting this out, and being a thoroughly pleasant chap as well, it's nice to talk to a human being rather than a call centre op who's had all individuality beaten out!
Thanks for any and all suggestions in the meantime.