SIM only tariff

[CaroleAnn]

I have been trying (for over 2 hours) to keep my phone and have a SIM only tariff. My device will be paid off next month. I want to continue with an airtime only plan.......It has been a nightmare, 2 different calls and both call handlers have been unable to do this. Surely its pretty simple, it has taken ages and each time I have agreed to all the T&Cs and cost etc. Both times I was told there were no issues! I am unhappy that they have wasted my time. I  have been a customer for over 20 years, do I give up and get a great deal elsewhere, which would probably take 30 minutes, with no headache.   

More info

[MI5]

What exactly is the issue?
Once the device is paid you automatically drop to airtime only.
If you want a different tariff you just need to upgrade to the one you want.
https://www.o2.co.uk/shop/sim-cards/sim-only-deals#deviceType=phone&contractLength=P12M

Added lnk to how refresh works https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-does-O2-Refresh-work/ba-p/1014093

[Marjo]

Hi @CaroleAnn sorry to hear about the frustration you've had about this. 😞 Please let us know if you're still stuck with this or if you've managed to sort it out since you last posted? Any help from the above info from @MI5? 

[CaroleAnn]

Hi Marjo, sadly its bad news, I tried again twice last night and have given up. After joining 02 in 1995 I am leaving. I am going to another network. I will save £200 per year and they did it all in 20 minutes, polite and no fuss.

I then contacted 02 to ask for a PAC so that I can keep my number and they asked for an admin payment of £18.00..........Again, lots of faffing and I have decided 02 can keep my number and I will have a fresh start.   

[CaroleAnn]

Tried to do this several times. The cost was agreed, T &Cs agreed, then nothing. 1hour and 10 minutes on the first call, an hour on the next.......Gave up after 2 attempts last night. I don't know why it has been such an issue either. 02 did tell me that once my contract ended it DID NOT revert to air time only and it was my responsibility to organise a new contract. Verdict: Slow, unhelpful, not interested in long standing customers.

[MI5]

There is no charge for your PAC at all. It's completely free. The only charge would be if you used your PAC before your contracted term was complete.
https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-to-get-your-PAC-2017-Update/ba-p/1052278
Anyway, as you are leaving and not taking your number, you will need to cancel your O2 account correctly or it will continue on a 30 day rolling basis and you will continue to be billed for it.
How to cancel here https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/hig...
Finally, if you are keeping your phone to go sim only elsewhere, you may need your O2 phone unlocking.
Help for that here https://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-S...
Best of luck with your new network.

[MI5]

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@CaroleAnnwrote:
Tried to do this several times. The cost was agreed, T &Cs agreed, then nothing. 1hour and 10 minutes on the first call, an hour on the next.......Gave up after 2 attempts last night. I don't know why it has been such an issue either. 02 did tell me that once my contract ended it DID NOT revert to air time only and it was my responsibility to organise a new contract. Verdict: Slow, unhelpful, not interested in long standing customers.

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If you are on a Refresh tariff it most certainly DOES revert to airtime only.

You do not need to do anything in this case.

@Marjo where are O2 getting these advisors from and are they trained to do their job?

[Marjo]

Indeed if on Refresh it should behave as @MI5 stated above so not sure what the issue here has been, sorry to hear that you decided to leave O2 @CaroleAnn. 😞 I'm going to drop you a quick PM to see if we can help get to the bottom of this - please do check when you get a moment?

Also thanks for coming back to the topic to update us about the situation, much appreciated.

[CaroleAnn]

I agree, I called to discuss my contract ending next month, I asked "will someone be in touch", I was told a flat "No" hence all the faffing and timewasting yesterday.

[CaroleAnn]

Update.......It is now going to take 7 days to unlock my phone?