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]

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@Bambino wrote:

The only people who still have unlimited web are those that have legacy tariffs and never changed. As O2 stopped offering unlimited web for new contracts in 2010, I don't know how you could be on an unlimited web tariff, whether it was 2011 that your contract was taken out, or 2012. I think as you took the contract out with CPW, you need them to clarify this. It sounds as if it was mis-sold to you. 

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Don't forget staff!

But yeah - I remember in 2010/2011 CPW tariffs had a separate bolton called 'CPW FOC 500Mb' which basically meant they could offer the All Rounder for free on some tariffs but there was no unlimited data tariffs with them.

The only way you could be on the unlimited web is if you never upgraded or for some reason we don't know about you had it added to your account - but I remember there was a blanket rule on Recontracting not to allow customers to upgrade onto it.

[Bambino]

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@Anonymous wrote:

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@Bambino wrote:

The only people who still have unlimited web are those that have legacy tariffs and never changed. As O2 stopped offering unlimited web for new contracts in 2010, I don't know how you could be on an unlimited web tariff, whether it was 2011 that your contract was taken out, or 2012. I think as you took the contract out with CPW, you need them to clarify this. It sounds as if it was mis-sold to you. 

---

Don't forget staff!

But yeah - I remember in 2010/2011 CPW tariffs had a separate bolton called 'CPW FOC 500Mb' which basically meant they could offer the All Rounder for free on some tariffs but there was no unlimited data tariffs with them.

The only way you could be on the unlimited web is if you never upgraded or for some reason we don't know about you had it added to your account - but I remember there was a blanket rule on Recontracting not to allow customers to upgrade onto it.

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Are staff not people? 

[jonsie]

Even on the legacy tariffs (which I happily have) there has always been a 'fair usage policy' although there has never been a figure as to what is 'fair'.

From the T&Cs http://www.o2.co.uk/termsandconditions/mobile/our-latest-pay-monthly-tariff-terms#section5

The last point highlighted in red seems to cover it.

Data Bolt On for iPhone, BlackBerry or Smartphone Terms

Data Bolt On for iPhone, BlackBerry or Smartphone will allow you use of our data network via your mobile phone (internet capable phones only). The relevant Bolt On includes a specified monthly data allowance. If you exceed the Bolt On's monthly allowance or breach these terms, we reserve the right to:

• impose network protection controls which may reduce your speed;
• remove the Bolt On from your account;
• impose further charges;
• disconnect your SIM Card at any time, having attempted to contact you first; and/or
• remove your ability to use data on your SIM Card.

All data usage must be for your private and personal purposes.
Regardless of the amount of data you use, you must not use your SIM Card:

• in, or connected to, any device other than the one which it was supplied with or intended by us for use with (for example a mobile phone simplicity tariff SIM Card is intended for use in a mobile phone not a modem). This includes putting your SIM Card into a modem. If your mobile phone supports internet-tethering then this will be included in your Data Bolt On and internet-tethering usage will be part of your monthly data allowance; or
• in such a way that we reasonably believe adversely impacts the service to other O2 customers.

[Anonymous]

Thanks Jonsie - but they never mentioned performance issues - and I spent about an hour on the phone with three layers of management yesterday.  The only thing they kept going on about was 4gb.

[perksie]

How much data did you use?

[Anonymous]

4gb

[Anonymous]

Wow that's excessive, did you sort it out in the end 

[Anonymous]

I'd question whether 4gb is 'excessive' - as my kids ran this up in a little under 48hrs whilst on holiday (watching videos, playing online games etc.).  If I thought that unlimited was limited I'd have stopped them doing this because I need a constant data connection for my work (I'm an online tutor - so need 24/7 access).

Does anyone want to suggest how we could determine what is excessive?  Perhaps the real question the Advertising Standards Authority would ask is what would someone who is considering a package labelled as 'unlimited' consider to be an 'unreasonable' amount of data for an 'unlimited' tariff?  And if just below that figure will affect other users experience then I suggest the operator needs to:

a) Not misrepresent their product in the first place,

or (my preference)

b) improve their infrastructure.

Kidnest regards to all, David.

[perksie]

Sadly the word "unlimited" with regards to mobile phone use has been agreed with the authorities concerned, it cannot be right.

Ofcom has looked at this issue for broadband and finally agreed it is wrong.

[adamtemp64]

You took out a contract with cpw who somehow managed to add a Bolton that no longer existed I suggest you take that up with cpw. 

You can see from the 2010 threads I linked to that this is a fact.

if racked up in 48 hours then that would have been detrimental to other users.

unlike home broadband the radio waves can only carry so much information that is why 4 g is needed and now been sold so the networks can give greater capacity.

Goog luck in getting this resolved but cpw were the ones at fault not O2