What's happening at O2

[Anonymous]

I had a major disappointment with O2 yesterday.

I've been with O2 for more than 10 years and have had a mainly good experience but now I will almost certainly leave.

I had a 12 month contract without phone last year and it ended in January. I was not aware that I would need to renew it but thought that O2 would notify me if required. When checking my account online and also using the O2 app my tariff appeared to be the same but yesterday I received a bill which was almost double what I had been paying.

I logged into O2 to and chatted to one of the assistants and was told that I had been charged more because the contract had expired. I asked if I could continue with the contract but was only offered a new contract which was significantly worse than before. I spoke online to a "supervisor" who said that was the best they can do.

I've been shopping around and so far have seen three companies offering a much better package for less money. I'll be looking for a PAC code once I've decided. I was an O2  Broadband customer previously but left because they couldn't provide a Fibre connection and I might have returned if the situation changed.

Is there any point in ringing O2 to see if a better mobile contract is possible?

[Bambino]

I had always thought, and it was true in my case, that if your contract expired it would then just become a one month rolling contract. It doesn't sound right that your bill has doubled. I would definitely call O2 and query this, if I were you.

[Anonymous]

It would depend if there were any loyalty discounts or retentions offers (free o2 to o2, landlines, weekend calls etc etc) on the previous deal.

It would have expired at the end of the time-period, regardless of whether the customer rolled on beyond it.

Without seeing customer's account would be hard to comment on it.

[Bambino]

I had loyalty discounts and they all stayed. As you were so helpful to someone else in another thread, maybe you could PM the OP of this one and find out?

[Anonymous · Accepted solution]

sceptic, can you PM me your number and I'll get in contact with you, thanks.

[Anonymous]

Thanks Bambino and Pablo,

I don't see what difference loyalty discounts or O2 to O2 has to do with it, I was still a loyal customer and liked to think that O2 would have treated me that way. If that was not the case surely I should have been informed that my contract should be renewed.

I thought a loyalty discount was because O2 valued my business and wanted me to stay with them, apparently not.

[Bambino]

Send Pablo your number. He's a good person to have in your corner. He might be able to help you.

[jonsie]

Thanks to Pablo for getting involved but I really don't think it fair asking him to get directly involved with everyone who has a problem. Seems to me that Pablo is already doing a great job with his inside knowledge and good advice. Essentially this is a customer forum offering advice to other customers.

[Anonymous]

I've given this customer a call and offered a solution which he's thinking about

As an aside, I don't generally mind phoning customers when I'm a) at work and can call customers and b) i think i can help. I'm not always at work when I'm on here though.

[Bambino]

As Pablo had so recently helped another newcomer, and he had posted in this thread, I didn't think it was an unreasonable request to ask him again. It was never my intention to put him in an awkward situation, or put undue pressure on him.