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Posts: 100,623
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Registered: ‎04-04-2012

Re: International Calling Service

They have previously told us that accounts would be updated before the next bill was due.
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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 79,947
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Registered: ‎04-01-2009

Re: International Calling Service

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Posts: 100,623
Topics: 547
Solutions: 12,805
Registered: ‎04-04-2012

Re: International Calling Service

Yeah, as discussed, within 24 hours, so best avoided the day before your bill is due, if possible.
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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
Posts: 4
Registered: ‎15-12-2017

Re: International Calling Service

A bit late to the thread (and new to the forums!) but I too was a user of International Favourites, received the text as shown at the start of the thread and after a quick web chat with an o2 adviser was advised that the new trial was good to go. I then made a phone call to Germany (which I do regularly) and received a £220 bill for my troubles. I phoned o2 and got this cancelled from my bill (thankfully they hadn't taken payment yet).

 

Last week I received another text from o2 saying that this trial is now officially good to go. When I'd phoned about my refund they said that the trial hadn't started yet (despite my having been told via webchat that it had) so after receiving this second text I myself called o2 and asked is the trial ready? The guy was very good but admitted he didn't know much about it. From what he could see the trial was on my account and ready to go, but that if I had any further bills like the one above, to let them know. He made a note on my account to say that he had advised me of this.

 

I made a phone call to Germany last Saturday and then a couple of days later checked my account. I hadn't been charged (anything, at all) so I thought, okay, good, maybe it's working.

 

I've just made another phone call to Germany and was discussing with my friend the fact that I hadn't been charged anything and we agreed, this seemed promising.

 

Out of interest, I have just finished on the phone and thought, I will check my account.

 

Cue another bill, this one for £299. And that's for last week's call. Nothing as yet for this one but when I phone them in the morning I imagine they will be cancelling another £200 or so.

 

So I'm thinking- this trial evidently isn't working?! And they are surely doing themselves out of more money than they would have been had they just kept International Favourites?

 

Anyway, I'm glad in a way that it's not just me!

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Posts: 100,623
Topics: 547
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Registered: ‎04-04-2012

Re: International Calling Service

Have a look at the FAQ's at the bottom of the trial info page @Jess863 where O2 admit to billing errors and how they will correct it.

That's all the evidence you need.

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

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Anonymous
Posts: 0

Re: International Calling Service

Hi 

 

Just to give an update, the way this works at the moment is it would register as a normal charge, but it would always be fixed within a couple of days. 

 

I've made multiple international calls and they all initially come up under the normal tariff, but a few days later they all have been changed to the trial tariff. 

 

This can seem quite scary and I think O2 should do a better job at atleast communicating it to the customers.

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Posts: 100,623
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Registered: ‎04-04-2012

Re: International Calling Service

I can imagine how scary that would be @Anonymous

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
Posts: 4
Registered: ‎15-12-2017

Re: International Calling Service

Thanks for this @MI5

 

I'm just slightly concerned that the charge registering at the moment is for last week, and tonight is the first time all week it's shown up on my account.

 

I wonder if I leave it for a few days, at least until midweek, and then see if tonight's call has registered and at what rate the calls are now showing as being charged at, before I contact O2... :/

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Posts: 100,623
Topics: 547
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Registered: ‎04-04-2012

Re: International Calling Service

It should update without you needing to call but I'd check and call if it was getting close to my billing date.
International call charges can also take longer to appear on your bill too, so that might explain the delay.
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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)