O2 contract

[Anonymous]

On April 6th 2012 I purchase a Samsung Galaxy N7000 handset with an O2
24 month contract from Phones4U from their store in Camberley Surrey. I
have owned this handset for more than a year but do not use it very
much. I therefore decided that I wpould like to reduce my tariff to a
lower one. I contacted O2 on June 23rd 2013 and I spoke to Angela Moore,
a customer services supervisor. She told me that I could not reduce my
tariff as this was not permitted under the terms and conditions of my
contract. I asked for a copy of my terms and coinditions to be sent to
me but she refused. She also said that my contract is with phones4U not
O2. This is not true as phones4U are sinply a retailer selling handsets
and contracts on behalf of various service providers. The documentation
supplied with the handset clearly states in the paragraph entitled
NETWORK MIGRATION POLICY "The tariff selected cannot be reduced by the
network until 50% of the contract has been served (ie 9 months on a 18
month contract or 12 months on a 24 month contract). After tis time the
network will allow one tariff decrease to the next available
non-promotional tariii for the remainder of the contracted period"

[Anonymous]

Further to my earlier message I have now downloaded a copy of my terms and conditions from the O2 website this includes the following paragraph:- "When you sign up for, or upgrade to, a new a minimum term contract you will then only be able to move to the next available lower priced tariff (with a lower rate monthly subscription than the tariff you've joined on) once during your minimum term. You can only do this after you are more than halfway through your minimum term."

O2 are clearly in breach of their own terms and conditions

[Toby]

Hi Phil,

I have sent you a private message so we can get this sorted for you.

Cheers, Toby