O2 - What A Cluster... F...

[Elihearts]

Hi Folks

Warning to you if you are looking at staying with O2. 

As we know - Most people are being sent price notification changes - Increasing your bill by £2.50 per Mobile Airtime number per month allowing you to cancel penalty free.

I decided to look at options on my 2nd number with O2 - I enquired about reducing my monthly cost while also staying with them. The advisor said they could reduce my cost to £18 for unlimited data.

Warnings if you go down this route. They will deactivate your current plan and service. This is not a Tariff change but a *NEW* 24 month term on a SIM only basis.

Due a System "Issue" - I have now lost my number and spent 3 hours on the phone on this one call (Ongoing) trying to restore it (Sadly its a number I use for banking and other services like WhatsApp)

My warning to anyone who is thinking staying with O2 via this route to be very careful as you could end up with no service.

Ill post an update here when I know more about the cause...

Eli

[Elihearts]

Thanks O2 - You've cut me off permanently. And lost my number too. 

How embarrassing... 

Paid £36 a month for unlimited data on my old tariff with Device plan. Tried to change it an £18 a month tariff as per above. "System Says No" for whatever reason but we cant restore your existing number as we have cancelled that plan too. 

To DaveO2 - This cannot be real... O2's CS / Terminations team cannot be that real.

[Enlli]

And as it is a new account it will be on the new terms and conditions which accept the £2.50 per year rise.

You should be able to get out of it on the 14 day rule for distant selling. 

[Elihearts]

Cant even get the new tariff plan active as Eligibility check says no... Even though my existing one has been terminated as part of the process to move it across. To also add to this, my old tariff was more than my new one!

Can someone flag this one before I blow a lid at the CEO's complaint team?

O2 - The only network that will kick you off their network if you want to save some money by staying with them.

[Enlli]

@Dave-O2 Can you take a look for @Elihearts 

[Elihearts]

Currently @ 3 hours and 20 minutes on the phone and Im being told under no exceptions there is nothing they can do to save my service. Its gonzo.

[Enlli]

@Elihearts It may take a bit for Dave to get in contact as following these things up is extra to his normal duties

[Elihearts]

Arh no - I dont hold anything against Dave and 100% agree - Just wanted to provide an update in Case Dave reads this  

[jonsie]

This sounds like an adviser completely out of his depth when changing the tariff

Disgraceful that it can't be fixed

[Elihearts]

4 hours and 20 mins later... 

From my post on ISP Review;

O2 announced £2.50 increases. Decided to move 1 number to UW - Requested a final bill - Told to wait 14 days. Keep this in mind - Balance outstanding while waiting for the final bill.

Today, airtime plan 2 made a request to reduce my tariff to unlimited data for £18 a month which is a sizable deduction compared to £36 + 20% O2 give you for multiple lines / family reduction.

Got through the IVR and spoke to the team that's handling these and they said they could do it and it would entail disconnecting my old number and moving it to the new plan. it wasn't till later I found it was a new 24 month term for SIM Only but I rolled with it knowing as you everything is all above board.

She proceeded to disconnect my number but I kind of made it clear I wasn't happy that it had to be processed that way and let her do her thing. She then decided to setup the new number but at no point in advance did she tell me it was a 24 month SIMO replacement. I only found out while I was in MyO2 website and was looking at the account as it now shows my line had been "Cancelled".

She then run up against the 1st part which was the balance of the airtime on the other agreement which had just become overdue in the last day. I grumbled and told O2 that I do not pay until I get a final bill. She put me on hold and told me no exceptions shortly after. I begrudgingly paid via a Credit Card Id just paid off.

I told her this and she then proceeded. Had to go through an "Eligibility check" which then failed but she didn't tell me. She had me on hold again and then came back telling me some "Flags" were preventing the "Activation" of the new ESIM.

On hold for another hour until I was asked whether I wanted my PAC code due to the importance of the number (Banking, Contact from family, Amazon account - You know the usual) - I said no because I wanted to revert back to my old service.

Then put on hold again. Then I get transferred to a manager. She basically has me on hold on and off for an hour and a bit too. Keeps popping back saying her Customer Services Team are working on it. Keep in mind that my new setup / plan would be less than my current plan per month

Then after all that time comes back and says "Tough - We cant restore your service nor move you to the new service... Whoopsie!"

I then get put on hold again as I say it is unacceptable that you can blackhole my number as they see fit given their agent's carelessness. Get dumped with complaints, they raise an emergency restore request then just close my complaint saying essentially its done and to go away.

I ask them to keep the complaint open just to make sure I have a point of contact should things go wrong. Refused. Ask to raise a new one for the general lack of good service. Refused...

4 hours and 20 minutes… For that...To be told my service cant be restored and then maybe the emergency restore would work...

I cant just leave though, I have a device plan for laptop with them that still has 3 years and £1500 to pay them - but I'm expediting my leave from them I think...