Paid off device but 1 year left in contract

[Chrispee]

Hi,

I took out a 2 year deal through Carphone Warehouse which was 28 a month for device and Airtime (£10 + £18 billed separately) My o2 tells me I have paid off the device, yet my airtime bill only is now over £30 a month as standard.

What are my options for cancelling the contract and going Sim only? Or to another network for that matter. Will there be a cancellation fee on airtime with a year left? I believe it is an o2 unlimited 24 if that helps. Just spent 45 mins on livechat only to be cut-off! It also seems ridiculous that airtime now is more than handset and airtime a few months ago.

Thanks in advance

[Glory1]

Hi @Chrispee

Your best bet is to ring Customer Services

http://www.o2.co.uk/contactus

in the morning - 8-8:30am is the best time to avoid a long wait - and explain your situation, as we have no access to your account. 

Do not use live chat, speak to someone in Customer Services; they are better able to deal with account queries and can advise you on the best way forward.

Welcome to the forum, by the way 

[Anonymous]

If it’s a deal with Carphone then it’s not a Refresh contract so you will have to pay off what’s left on the contract. Your monthly tariff x how many months left

[MI5 · Accepted solution]

If you've had the contract for 24 months you are free to change to SIM only or upgrade to a new contract..

[Chrispee]

I've had the contract for 12 of the 24..what I don't understand is why it is now £30 for only airtime yet was 28 for both airtime and handset a few months ago. Will speak to O2 later.

[gmarkj]

It might be the April RPI price rise - all contracts are subject to an increase around then.
But the price you are seeing is not just airtime - non o2 contracts (ie, non refresh) do not have separate amounts for the handset and the airtime.
They get 1 amount which is how much it will be (subject to an RPI increase) for the length of the contract.

[Anonymous]

To understand it here’s my guide to how O2 Refresh works but is not available through avenues like carphone warehouse 

https://community.o2.co.uk/t5/Discussions-and-Feedback/A-Guide-To-O2-Refresh/td-p/877701

[Chrispee]

Hi, 

thanks for your replies all. I understand that as i didn't deal directly with O2, I'm not on refresh, but what baffles me still is that the original contract was very clearly £18 + £10 separately for airtime and device, they would be 2 different bills on my bank statement, yet now that the device plan is paid off (according to my O2) this has now jumped to just an Airtime plan (and 1 bill) of over £30 a month. Am i being stupid here? 

[MI5]

What phone did you get?

[Chrispee]

I have a Galaxy S7