data stopped at 4gb

[Anonymous]

Hi

Not sure what tarriff I'm on (£15+ pm), but they've just capped my 'unlimited' mobile data at 4gb with 6 hrs notice - and this is after being told by the sales person that 'unlimited means unlimited'.  My typical usage is less than 200mb per month - and likely to return there.  I've been with O2 for more than a decade, but despite excellent customer service I don' think I'll be with them much longer - I simply don't like stuff that doesn't do what is says on the tin.  And don't anyone wave a FUP at me - there wasn't one.

Has anyone got anywhere with 'breach of contract' or similar?

Yours, miffed

David

[Anonymous]

Hi

Not sure what tarriff I'm on (£15+ pm), but they've just capped my 'unlimited' mobile data at 4gb with 6 hrs notice - and this is after being told by the sales person that 'unlimited means unlimited'.  My typical usage is less than 200mb per month - and likely to return there.  I've been with O2 for more than a decade, but despite excellent customer service I don' think I'll be with them much longer - I simply don't like stuff that doesn't do what is says on the tin.  And don't anyone wave a FUP at me - there wasn't one.

Has anyone got anywhere with 'breach of contract' or similar?

Yours, miffed

David

[Anonymous · Accepted solution]

There are no set limits for how much you can use before it is restricted.

The fair usage policy means that anything deemed excessive will be based on a case-by-case basis and O2 will notify you if they think you are using the service excessively so you can discuss how best to proceed.

Rarely would anybody get into bother with the minutes or the SMS, it is usually always the data that becomes excessive. David, I can only apologise if the sales guy had told you the wrong thing - but there always has been a fair usage policy on it.

If you don't use much and this one month was a one-off, then you should have nothing to worry about. It happens a lot - perhaps you move home and don't have internet, you may want to tether for a month. This is okay, and O2 can tell you that you are using it excessively but you know the month after you'll be back to normal.

If a network offered unlimited data without a Fair Usage Policy then best of luck to you if you wish to get a signal anywhere! Network congestion will become your new enemy 

[adamtemp64]

@David-Callaghan

If you are on the old unlimited tariffs start a new thread as the on&on is a different tariff to yours

[Anonymous]

Still seems a bit unfair there must be a figure otherwise how would they know which customers to contact o2 should be made to openly publish these Fup

[Anonymous]

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@Anonymous wrote:

Still seems a bit unfair there must be a figure otherwise how would they know which customers to contact o2 should be made to openly publish these Fup

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I don't know exactly what the criteria are for flagging up excessive usage - but as I said, different circumstances are taken into account. It isn't a simple case of "unlimited = 3000" etc.

For example, In a busy town there may be a good mast to user ratio but in a remote village it can be quite poor and so if you are eating up tonnes of data on that it can cause issues for other people trying to use the service.

[Anonymous]

But I thought o2 are supposed to give everyone the same deal that's not the case if you cant use the phone as intended I'm referring to minutes rather than data but the point is still the same

[Anonymous]

I wish I knew damien. I've seen customers who have used the phone for like 6 hours a day and they've never had any problems.

[Anonymous]

Guess we will never really know still think o2 should give some guideline but that's just my opinion

[Anonymous]

No, I do agree - a bit more clarification in the T&Cs would be nice.

[Anonymous]

Hi

Thanks for all the replies - and to Admin for moving the message to a new thread.

My tariff is 'Online 15 24 Month'

I can't find any terms and conditions in my inbox from CPW (who originally sold the deal).

I've just checked and found that the O2 site says that data will be slowed to 15kb once a data limit is reached (that I can't reach, becuase mine is unlimited).  However, I cannot do any of the things the 15KB statement says I should be able to do - so my data is 'stopped'.   

I can't find any 'fair use' or similar information anywhere on My O2 - all I can see is 'Unlimted' with no qualification.  When I hover over the 'i' box next to the text the following pop up appears:

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Unlimited Web Bolt On
Unlimited data access in the UK on your mobile
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For screen shot click here

Thoughts sought ...