O2 loophole/con to charge customers for sending emoji's

[Anonymous]

Did you know that emoji's are classed as pictures and each is charged at 50p.

I didn't know this until I started noticing a spike in my bill. Even though o2's terms and conditions state that the pay monthly tariff doesn't include mms it doesn't specify that emoji's are part of this charge.

So customers, beware that even when  you type a smiley face like ':-)' and it gets drawn as a picture O2 will charge you..

A while back 4 text msgs used to get converted to one picture msg but then how would o2 make money if they are offering unlimited text msgs in their tariff? Therefore, someone in their company came up with this genius idea of firstly not including mms in the tariff but the real genius is in charging for emoji's and the unsuspecting customers don't realize what they are paying for until you get told about it!!!

Sound familiar? This is exactly what happened when premium msg services started and the ill infitmed customers didn't know what was  happening to their bills until the regulations changed and customers knew how to stop premium charges!!!

Hopefully, this msg is useful to unsuspecting customers like me who don't realize unless specifically abd directly nformed about updates and changes exploiting loopholes. 

Well done, o2.

[MI5]

As long as you have character count on and it's below 480 characters, it won't cost....

[pgn]

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@MI5wrote:
As long as you have character count on and it's below 480 characters, it won't cost....

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Sage advice. Haven't figured out how to turn on the message count on the Android SMS client (Messages app) on the OP3T, actually... must do that. 

[MI5]

Usually in the message app settings.

[pgn]

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@MI5 wrote:
Usually in the message app settings.

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Thanks, @MI5 - nope, alas. But testing shows the character count appears as I approach the text limit, counting down to 0 as I approach 146 chars, then going to 147/2 as I eat into the 2nd 146chars, just visible in the yellow circle here.

[jonsie]

It doesn't usually appear until you approach 150 characters. As we have said repeatedly both here and in many threads,  it's all about the character count. 

[MI5]

Yes, that's how they generally work.
Some others don't show until you reach a certain number of lines either but they should all warn when you reach the 2nd text at least.

[Martin-O2]

Appreciate the tag in this one @jonsie! 

@xbow As the guys have said there have been no changes to the way emoji's are billed. I would like to pass on your feedback about your call with customer services so I'll drop you a private message to get a few details. 

[xbow]

I've read all the links & info etc I it all makes sense to me about charges - I knew about this severals months ago.

The thing is, I still sometimes get billed for MMS when I should not.

IWhen ring o2 & they tell me I am wrong & every time I use emojis I will get billed.

o2 tell me that they will refund me this time but I should from now on take this as notice that I WILL BE BILLED  FOR ALL EMOJIS as MMS FROM NOW ON.

They cannot shoiw me any written evidence of this but tell they will update there web pages soon.

I've rung them again in case the o2 staff previously got it wrong but I get the same thing from them.

Each time I get told that I should use Whatsapp. How's that for customer service to advise to use o2 but to use another service instead.

All I can do is keep contacting o2 for refunds but it's just so painful so I am now using whatsapp whenever possible.

Thanks to all the for the replies & info - It doesn't stop o2 billing me though or stop them telling me I am wrong.

Terrible service really 😞   - notice no emoji used ;-(

[MI5]

The key is the character count.
One emoji may take you over 480 characters, in which case, the charge is correct, but if not, you shouldn't be charged and you can claim a refund.
Are you sure that you aren't going over 480 characters on the texts you get charged for?

[xbow]

Hi, yes, I totaly understand & agree about character count. It makes perfect sense to me.

No, I didn't go over the limit.

Also o2 repeatedly tell me point blank that I am wrong when I explain about the character count thing & that I wiil be charged every time I use any emoji.

As you say, they are wrong as I have since tried sending an emoji purely as a test & I didn't get charged as MMS for it

It's just painful to have to ring up when they do & try to explain this & get told "you are wrong".

All I can do now is use Whatsapp whenever possible as I've not got the time or energy to deal with o2 each time.

Thanks again though for your help - it's nice to know I'm right even if o2 won't accept it.