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]

Complaint Email has gone out to the CEO just now. 

ill keep you posted.

[Enlli]

Regretfully that eMail at this stage may hold things up as agents will be weary of being involved if the CEO office is investigating 

[Elihearts]

Its not for pulling rank, its because the complaints advisor today wasn't interested so I have no "Ownership" perse. If it holds up by a couple of days - I'm okay with it for now.

The key here is someone I can work with to get it restored on a complaints front. Not having to blindly call up customer services and be given the run-around. I think its fair given today.

[Dave-O2]

Thanks for the tag @Enlli 

@Elihearts To see if i can add anything further please drop me a PM with some further details.

[Elihearts]

Will do @Dave-O2 - Bear with...

[Elihearts]

Calling O2 now as I have a weird feeling they have messed something else up... 

[Elihearts]

O2 going for another 10 pin strike here... The 1st strike was phenomenal...

AND THEY SCORED THE 2ND KNOCKOUT STRIKE!

I was chatting with someone at work also on O2 who is trying to leave them and while I was showing them MyO2 - I noticed that my device plan had disappeared...

So I called today. Due to Agent "Error" (Im being nice here...) - My device plan has been cancelled and now I am about to get a bill for £1k for the device plan...

"Speak to Customer Services to pay monthly, Sir"

I am so royally done with this one. No Service, No Device Plan, No Number For OTPs / Family / Banking.
I'm not making this up. This is 100% all real...

I cant afford £1k upfront for this. Which in turn unless they do something amazing, there's going to be late payments on my Credit File...

On a lighter note... The advisor was nice and said that I seemed to be handling better than she would have. Complimentary but just... Yeah...

As I put in my complaint letter... O2 - ¯\_(ツ)_/¯ "I Dunno"

[Elihearts]

Update

Call from Exec Team - They reinstated my ESIM and now have the tariff I was supposed to have. It was an hour call going through lots of bits and I am so disappointed in O2 as a whole with what they can do.

So here we go...

They reinstated me on a 24 month Tariff for SIMO UNL £18 a month. I am now racing through all of my items currently to detach them from this number and move it to another number that I consider safe an away from O2.

Regardless of that - O2 have advised that they are unable to reinstate the device plan to its current repayment plan and I will now get a bill for about £1k.

I have been told that I will have to repay it in full, upfront either with a 30% discount or a payment plan with damage to my credit file with "Arrangement To Pay" Markers. I have asked for written correspondence that they will remove these once it is paid off. This is pending...

Ive also been told the maximum amount of time is usually 12 months. They are looking into exceptions for this one as to whether it can be done for longer.

Oh + £50 compo as a goodwill. This is not a good outcome at all. But given I have no choice but to accept it given paying £1k upfront just isn't good. If a payment arrangement isn't done - It goes to default.

And I wont be able to upgrade or place new orders with O2 while it is oustanding. Which means my time with O2 is maybe done and dead come when my laptop etc needs to be cancelled off.

And for 2 years, I may have to take a hit with Credit Card increases etc.

Guy was nice but didn't feel like he thought outside the box much but maybe his hands are tied. Ala Company Policy

If I am not allowed to upgrade for 2 years, Ive put in an order to convert to a device plan with a tablet and I am also ripping away all services that rely on this number...

Not good at all - For ref, it was the press team who referred my case to the exec office.

** If you are wondering why I am looking at upgrading it and not running for the hills - The SIMO is 24 Months, No real choice and I'm just going to ride it out...

[CAJ64]

You can leave your airtime contract if they've broken your agreement by putting up the price by more than agreed.  Legally they have to decouple it even though they'll wang on about you having to pay off 'in full'.  That doesn't mean in full NOW before moving airtime.. it just means in full by the original agreed device contract end date.  Just move all your airtime away. I've moved my airtime to Giff Gaff despite still having a device plan to pay over the next 3 years.

[Enlli]

@CAJ64 Read the thread.... it's way more complicated than that now.