Leaving contract early and porting number out due to contract changes

[vrp]

We just received emails for two of our sim-only accounts that are still in their minimum term. The emails state that we can cancel our contracts in the next 30 days by contacting O2. We texted INFO to 85075 but it still shows the remaining early termination charges on both accounts so I guess we can't use the normal PAC process to transfer out and end the contracts.

Do we have to phone up and inform O2 that we want to exit our contracts due to the contract changes and then apply for and use PACs within 30 days?

[MI5 · Accepted solution]

@vrp 

You need to call, as stated on email.

You can get in touch with Payment Management team on 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[madasaf1sh]

@vrp 

I would recommend contacting o2 on 0800 902 0217 and getting them to give the PAC code, as the 85075 service will just give you the standard answer.. and they can confirm no termination charges

[MI5]

However, because of these changes, you have the right to end your airtime plan in the next 30 days. If you decide to cancel your airtime plan, you’ll need to either continue paying your device plan in the agreed monthly instalments or you can pay the remaining balance off in full (you must call us to arrange this). This is because your device plan is a separate loan agreement. 

Thinking of leaving us?

If you decide to leave us, you can cancel your contract any time in the next 30 days by calling 202, free from your O2 phone or on 0344 809 0202. If there’s an outstanding amount left on your device plan, this will still need to be paid off, either by continuing with the instalments already set up, or you can opt to pay it off in full - a member of the team will be able to help you.

[vrp]

Thanks for the quick replies @MI5 and @madasaf1sh We'll give them a call on the number you provided. I thought the "you must call to arrange this" was referring only to device plans which we don't have as we're sim-only.

[vrp]

Just an update. I called the 0800 number above which got me to retentions instead of payment management for some reason. The agent insisted I had to pay an early termination charge. I asked to be transferred to payment management who said they don't normally deal with this but checked and also said I had to pay an early termination charge. I was transferred to customer services who agreed I could leave without charge but wanted retentions to complete the process. The agent offered to speak to retentions first but that didn't happen and retentions again insisted that it's not possible to leave a contract early for any reason without paying an early termination charge. The agent tried to sell me a renewed contract which I politely declined and then offered to transfer me back to the same person in customer services. I got a different agent entirely who told me it's not actually possible to be transferred back to the same agent. He then proceeded to tell me that my right to exit date expired in December 2024 despite only receiving an email this morning! After speaking to a manager for about 20 minutes he eventually said it's not possible to remove the early termination charge but instead credited my account with the same amount, fixed a contract end date just over 30 days away and gave me my PAC. He was also able to do the same for my wife who had also received her email this morning saving her an agonisingly long call tomorrow. Total time taken was 1 hour and 46 minutes. Good luck to anyone else navigating this process.

[MI5]

Hardly surprising unfortunately @vrp 

@Dave-O2 any chance of getting customer services trained any time soon or will pigs fly first?