SMS sent to two people has been defined as a MMS message and charged accordingly

[DeltaBravo]

I sent a single standard SMS message to two friends recently. There are no images or GIFs attached to my copy of the message and I am 99.99% sure I did not attach a picture. The total message length including spaces is 294 characters.

O2 have decided this is an MMS and charged an extra £1.08 + VAT (£0.54 for each recipient).

This doesn't sound correct, but getting through to O2 isn't easy and Aura is a waste of space.

O2, can you confirm of your actions are correct?

[Cleoriff · Accepted solution]

@DeltaBravo 

Did you add any emojis or smiley faces? If so, this would have added to your character count.

If not then you have been overcharged. You are allowed to send up to 5 texts accouding to out guide here.

Guide: Accidental MMS Sending and How to Avoid it 

If you need to contact O2 then all numberss are in this guide Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[DeltaBravo]

Hi @Cleoriff ,

No smileys or any other graphics when I look at my copy of the message - it's all just plain text apart from an ampersand ( & ) at the end. I've edited the apn settings as instructed in one of the "how to" community posts so it will hopefully stop O2 converting SMS to MMS in future and I'll avoid group messaging as well.

Thanks for the hints and tips on talking to a human in O2, I'll keep you posted.

Regards, DB

[Cleoriff]

We will be interested to know what O2 say @DeltaBravo 

Best of luck

[Bambino]

@DeltaBravo If you want to avoid MMS charges, you and your friends should download WhatsApp. You can send multiple messages, emojis, GIFS to however many people you want and it doesn't cost a penny.

How To Message Lots of People at Once in WhatsApp (Without Using a Group Chat) (howtogeek.com)

[DeltaBravo]

Hi @Cleoriff 

I've just spoken to O2 and they have agreed the SMS shouldn't have been identified as MMS and have agreed to credit the cost of the invalid charges, plus they have added a small credit over and above as a goodwill gesture.

There's no immediate explanantion on how the O2 billing system identified the SMS incorrectly, however I have been assured my concerns will be forwarded to their IT team for a review...

Thanks for the information on how to make contact with O2 and thanks also to @Bambino for the heads-up on alternative multimedia messaging platforms. Your care and attention is appreciated.

[Cleoriff]

Very pleased to hear this is sorted and happy to help @DeltaBravo