Ultimate plan roaming not working outside EU

[sriksv]

Hi,

I am on the new ultimate plan and my data roaming is not working when in the US. Data starts to work for a minute and then stops for 24 hours and works again for a minute then stops. 

I have contacted support with no resolution yet. If the plan is not going to work as advertised then I would like to be able to get out of the contract asap and switch. 

any help in this matter would be great. 

thanks. 

[MI5]

@sriksv 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Guide: How to find help & contact O2 

[sriksv]

Hi,

thanks. I have contacted them and they have created an incident but I have had no contact for a few days. I will return to UK soon so I won’t be able to test if this is working. 

from what I see there is some kind of data limit being applied and it is removed after 24 hours and it gets applied again. 

has anyone had similar situation in the past and got it resolved? 

I am supposed to have unlimited data but capped to 2mbps speeds on the ultimate plan but I don’t get that service. Can’t browse or use Uber or do anything. If the service is not working as advertised what are my rights to cancel the contract?

[MI5]

@sriksv 

Way back when O2 travel was first launched there was an exact same issue with data cutting off anr resetting after 24 hours.

O2 fixed that so they should know how to fix it again if they have made the same error again.

As the ultimate plans are new, it would seem like teething issues which will be resolved in time.

You'd need to discuss any cancellation agreements with O2 though.

[SSK1]

Had similar situation after switching to ultimate plan last week. I just came back from Turkey and data was not working and I was being charged for calls back to uk which should have been included in my plan. Contacted customer services with no resolution. 

[Oxonian]

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@SSK1 wrote:

Had similar situation after switching to ultimate plan last week. I just came back from Turkey and data was not working and I was being charged for calls back to uk which should have been included in my plan. Contacted customer services with no resolution. 

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Welcome @SSK1 to this O2 customer to customer community. Unfortunately, you will need to contact O2 to resolve your problem as we cannot access your account or provide other direct help.

I suggest that you message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good reputation for solving problems. 

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

[MI5]

The problem with tagging on to the end of someone else's post is just repetitive answers.