O2 Travel Inclusive

[Wild]

I moved to a new monthly contract which supposedly has Travel Inclusive. I am now in Australia and have received a text saying I have reached my £48 limit and data is no longer available. What do I do to get my phone on the O2travel inclusive tariff and get the £48 removed? Do I have to do something to activate the “Inclusive travel”? I checked this on an online chat before leaving home and was told that it would start automatically once in Australia.

[MI5]

Yes you will have it and it should show in your MyO2 as a bolt on when it updates.

[Wild]

Hi 

My experience is outlined above. I have continually been told that “it will all be sorted out by the time of my next bill”. They have 3 more days to sort it! My account is also showing the ordinary travel addon and I am being charged the £4.99 a day so I am using it carefully until I find out if I have a battle with o2 on my return to the uk in November. I am finding it rather worrying seeing the amounts going up every day when I tried to get a tariff which gave me peace of mind while away. I will come back on the 19th when my bill is due to let you know if it really is sorted. O2 certainly seem to have got in a pickle with this one.

[Cleoriff]

@Wild

I agree, O2 have really messed up with O2 Travel Inclusive. You need to persevere with O2 when you return home.  I doubt the refund will show on this months bill. More likely to be next month.

However, please let us know what happens, as this will help many others in the same situation

Best of luck.

[Wild]

Well guess what? The O2 Travel Inclusive has not been sorted out before my bill as promised in two online chats and a 202 call. I have been charged over £89 instead of the £22 for the 20 gb tariff with Travel Inclusive. I will try another call today and then go to the Resolver site to see if that does anything. 

Again in I will keep this discussion updated if I get any further.

[Cleoriff]

@WildI personally think it will be corrected before your next bill, but keep persevering. Ignore live chat.

They have very little input into account issues. You need to speak again to customer services.

I will also tag in @Martin-O2, one of our community managers, to see if he can advise when those who have been overcharged with O2 Travel Inclusive will be refunded

O2 have made an error with this and they should be rushing to correct it.

[jonsie]

It's all very well them saying it will be sorted next bill, that doesn't stop O2 taking the full amount by DD. 

[Wild]

I am pleased to say that as of about 6.00 pm uk time I have o2 Travel Inclusive Zone clearly showing in the addon in my account and I have had a secure message from the Resolution Centre at O2 saying that all the excess payments will be credited to my account. I emailed resolutionexpert@o2.com on the 12th September and it has taken a week. My advice to anyone getting onto these tariffs is to do it well before you travel and persist with O2 to make sure that you have “O2  Travel Inclusive Zone” clearly showing in your account addons before you travel. I think the idea of the inclusive zone tariffs is a good one and I hope O2 can get the process working better very soon.

Many thanks for the encouragement to persevere from all community members above. 

[jonsie]

Well done and that's a useful email contact.

[Cleoriff]

That's excellent news @Wild Really pleased for you. Well done for persevering

[Martin-O2 · Accepted solution]

That's great to hear @Wild! This issue should now be resolved for everyone however if anyone is still having problems please let me know.