Upgrading from 3G to 4G as a current customer

[Anonymous]

Hi all after reading an article on Engadget about O2 dropping there 4G prices to £17 a month (my current 3G bill is £17 before phone payment) I called them up to ask if I could move to 4G as I already have a 4G phone (iPhone 5S) they came back saying my tariff is still £22 for 4G if I want to upgrade.

I am I missing something my current tariff is a 1gb cap.

http://www.engadget.com/2013/12/12/o2-reprices-4g-contracts/

[Anonymous]

I went to O2 store last month and they said I had to call customer services direct to sort it out.

[Anonymous]

I bought from cpw but I have been told 3 times now on live chat that my account is being upgraded from 1gb to 5gb in two weeks time when I get my next bill. ....

given thoughts here about live chat I will believe it when I see it but I am quietly hopeful.

[Anonymous]

Ok now they moved me back to 3G as well I think. I asked the original guy on the chat to move me back after he said the best he could do for me was 22 pounds for 4G but then when I asked to be put through his /her manager then the manager said they could do 4G at 17.99. I thought I would be staying on 4G really I asked three times at the end of the the chat that I was now staying on 4G at 17.99.

[Anonymous]

I gave the manger my email address and they not replied saying this is being done but this morning I seem to only have 3G. Could just be network issue but I got a text saying are you having issue with connecting to the internet the same one that I got just before I changed over to 4G on the 18/12/13

[gemz4the1]

Just because you are on a 4G tariff does not mean that you are guaranteed to always have 4G.  I am on a 4G tariff but I sometimes get 3G aswell if there is an issue with the 4G in the area.

[Anonymous]

Please be advised that due to some technical issue, your 4G tariff
transfer was delayed. Now it's in the process, it'll take 24-48 hours.

Once again I'd like to apologise for this delay.

Let us know if you need more help.

[Anonymous]

Email from o2 at least they updated me on my progress which is good

[Anonymous]

I tried to get the free upgrade via live chat and was told it would be £5 per month - but then I didn't buy this contract direct from O2.

I am enjoying the benefit of H+ connection most of the time though which seems much faster than standard 3G.

It would be nice to have 4G, but I'm happy to wait a little longer.

[Anonymous]

And I am sorry to say o2 live chat have completely screwed me over. On 3 separate live chats I have been told in no uncertain terms that when my next bill arrives (in a couple of days time) I would be elevated to 5g.

Tonight a live chat "manager (Roy)" told me that his advisors were wrong and he would be talking to them to explain the error of their ways and that I AM DEFINITELY NOT seeing an increase to 5gb on my 4g tariff.

And people wonder why I put a post out asking if the live chat service is fit for purpose. Annoyed and disappointed are the words I will use on here. Not the same as the ones I used when I put my phone down I can promise you.

[Anonymous]

@Toby - perhaps your contacts could take a look at this? It really isn't good enough from o2.

How many other customers are feeling screwed over by Live Chat?