Unhappy O2 customer

[Anonymous]

Hi,

I purchased a data only sim in your Horwich store on 28/10/16 on a 30 day plan. I specifically wanted it so I could use while on holiday in Gran Canaria in November and the assistant assured me that I would have O2 travel so I could use it overseas. While on holiday the SIM was not recognised by the local company and was useless. I used live chat a couple of times on the hotel Wi-Fi but they could not resolve my problem.

On my return I again used live chat to try and resolve the issue and was then told that the data Sim could not be used overseas making my purchase useless.

I asked to cancel the data sim contract via Live chat as it was only 30 days notice and was told that if I did not use the Sim for 30 days my contract would automatically be cancelled.

I have not used the data sim since this conversation  but on my latest bill dated 06/01/17 I am still being charged.

I believe I was wrongly sold the data sim and would like the data sim contract only cancelled immediately and a full refund of all money paid. I also believe the advice given both in your Horwich store and via Live chat has been poor, meaning I have spent a great deal of time trying to sort this out. I emailed the complaints review service on 07/01/17 with no response.

I have been a loyal customer of O2 for a number of years and am very disappointed with the service I have received regarding this data sim and am seriously considering changing my supplier.

Regards

[Cleoriff]

Hi @Anonymous Did you actually activate the sim before you travelled?

The only thing I can suggest is you use this new method of complaining via Resolver. https://www.resolver.co.uk/ (it is supported via O2 )

[MI5]

Data sims only work in the UK, they cannot be used abroad at all.
You received poor advice so you need to pursue this with cs and or complaints http://www.o2.co.uk/contactus

[adamtemp64]

@Anonymous As you complained to the complaint review service on the 07/01/17 your eight weeks before you can complain to the ombudsman started, then if you follow @Cleoriff advice regarding resolver please add that email to your complaint file . 

[madasaf1sh · Accepted solution]

Data Sims can be used oversea's i use my z4 tablet with my o2 data sim in Poland and Gibraltar / Spain..

There is however from what i was told an extra block has to be removed from the Sim, normal o2 data charges apply, so either o2 travel or £40(ish) EU C

[MI5]

Mine doesn't work in France so I'll have to give them a call.

[MI5]

Did think it strange as they let me add O2 travel to the account too!

[madasaf1sh]

I had to ring the Platinum CS team to get it activated and the agent foud the extra bar... I think its left over from the old days of no roaming caps..

I was told there is no difference in tablet roaming and phone roaming.

[Cleoriff]

Never heard of the Platinum CS team till just now! Who on earth would know that?

(Hopefully customer services )

[MI5]

I'll call when I get the chance and see what they say.