Welcome to the O2 Community

Has your question already been answered? See the community FAQ's
Reply
Anonymous
Posts: 0

new Data caps

Can anyone help!!??
last month i upgraded and renewed my contract, as with my last contract i specifically asked for the unlimited data which was free last time, this time i was informed it was an extra £5 ontop of my online 35 contract, last week i recieved a text informing me that as from this months bill my data allowance is now capped to 500mb even though i paid for unlimited when i took the contract out! as you can imaging im quite Peeved to say the least, called O2 and said when i renewed my contract my data allowance was UNLIMITED, now it has been changed! i said this shouldnt be allowed but they say my contract is subject to change
Does anyone have any advice on where i stand with this as on my order on my O2 account it says i ordered Unlimited data now they have changed it.
VERY VERY annoyed as im now out of my cooling off period i cannot cancel Smiley Sad PLEASE HELP!!!!!
Anonymous
Posts: 0

Re: new Data caps

Unfortunately it doesn't matter that you specifically said that you wanted unltd data, the advisor should have informed you that it is not possible to have that option any more. The t&c's cover changes to additional services that do not form part of the core plan so they also have that covered.
When all is said and done though, these changes are about delivering a fair service to all customers. With the sheer volume of smart phones out there if certain people are hammering the GPRS usage and stopping others from using it, even risking crashing the network, they are being rather selfish, which is why your data package includes unltd wifi. The limit at which the data has been set should be more than twice as much as you would need for a months web surfing. Have you checked how much you actually use? You might find the new limit has no impact on you at all. That is certainly the case for about 97%. of customers.
Posts: 16,454
Topics: 297
Kudos: 1,856
Ideas: 6
Solutions: 1,316
Registered: ‎13-08-2008

Re: new Data caps

All Tariffs with data since 24th june 2010 have set limits. see my usefull links thread for a link to the support section for data.
Apart from getting o2 to listen to your call when you changed contract not much chance of getting unlimited back.
You can raise an official complaint via the complaint review service.
Details are in the support section or on many threads on these forums.
iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Anonymous
Posts: 0

Re: new Data caps

thanks fpr replies, Adamtemp64 - where can i find the support section or info on the complaint review service (new to all this sorry)
Posts: 84,572
Topics: 580
Solutions: 4,312
Registered: ‎04-01-2009

Re: new Data caps

[ Edited ]

Complaint Review Service
Read the document here.
and write with your complaint here ::
O2 Complaint Review Service
Email Address ::

complaintreviewservice@o2.com

 
Tell them: 
• Your name and address 
• Your mobile and account numbers 
• A daytime phone number 
• A suggestion of how they can put things right 
Postal Address ::

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP

http://www.o2.co.uk/how-to-complain



How do I make a complaint?

Anonymous
Posts: 0

Re: new Data caps

I have had the exact same thing happen to me!
O2 actually text me and said that they are changing my bolt on to a limit of 500MB a month, and said I use less than half of that.
The point IS, I signed a contract to say I wanted UNLIMITED, therefore, surely, that's what I should be allowed?
Me and my Dad went through the T+Cs of my contract though, and a statement in there basically says that any major changed O2 make to our contracts, we will be notified 30 days before the change is due to take place.
I checked my statement online yesterday, when I recieved a text from them and it says they are changing it TODAY!
Surely if they are restricting our internet usage so much, we should get a reduced bill?
Posts: 16,454
Topics: 297
Kudos: 1,856
Ideas: 6
Solutions: 1,316
Registered: ‎13-08-2008

Re: new Data caps

Hambole
I have just replied to you in another thread
iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Anonymous
Posts: 0

Re: new Data caps

[ Edited ]
Complaint Review Service
Read the document here.
and write with your complaint here ::
O2 Complaint Review Service
Email Address ::
complaintreviewservice@o2.com 
Tell them: 
• Your name and address 
• Your mobile and account numbers 
• A daytime phone number 
• A suggestion of how they can put things right 
Postal Address ::

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP
More information here : How do I make a complaint?


Here's my email to Customer Services;
My name is Mark Wilson and I am an O2 mobile and broadband customer. My address is xxxxxxxx. My mobile number is 07xxxxx and my home telephone number is 02xxxxx.
I have recently concluded a call with a member of your staff who I rang to discuss a major concern about my data usage. Earlier today I received a text message (10:03) stating that I had 'used 80% of your UK data allowance' which was quickly followed by another text message (within less than 5 minutes) stating 'You've used all your UK data this month'. I was informed by your staff member that all O2 tariffs had ceased provision of unlimited data usage on the 1st of October and I should have received communication to that effect. I have not received any communication about this contractual change.
He then informed me that when I upgraded, I would have had to agree to the small print in a new contract which should have stated that my new tariff would come with a cap on my data usage. As far as I was concerned, I was intending to extend my contract with O2 and pay for the costs of a handset upgrade - but that the contract I was on (and was happy with) would not change. This has not been undertaken to my satisfaction and I would dispute the claim that this change was made clear to me. Hiding this sort of information with the small print is insufficient and suggests an intention to mislead.
Furthermore, it is abundantly clear that a limit of 750Mb, for example, is entirely meaningless to customers and customer service staff. For instance, can you tell me how many megabytes are used by accessing Google Maps for 10 minutes? How many kilobytes are used downloading an email? What about one with a photograph attached? If O2 staff - and customers - cannot calculate this usage, how can any figure be comparable? This figures are totally arbitrary and I would like you to provide me with some detailed information about where this figure came from and what functions / applications use up specific amounts of data.
I discussed my data used with your staff member and he informed me that;
- Between 3rd July and 2nd August, I used 234,103 kilobytes
- Between 2nd December and 10th December, I used 768,000 kilobytes
- On the 6th December, 157,358 kb were used, on the 7th it was 353,312 kb but on the 9th it was just 14,116 kb
These startling inconsistencies make me deeply concerned about how O2 is recording data usage and whether this is accurate. How can a daily kb consumption of 7,803 jump to 50 times that in a 6-month period? I am now in a position where I cannot use the mobile internet (I made it clear on my telephone call that The Cloud and BT Openzone are diabolical products that do not fulfill the basic needs of expedient connectivity) or many of the applications I have already paid for.
As such, I would expect O2 to undertake the following course of action;
- Provide me with the appropriate data bolt-on for the rest of my contract to increase my data usage to 1,250Mb (this should add an extra £5 to my monthly tariff)
- Downgrade my current tariff from £45 per month to £35 per month, with the appropriate levels of calls and texts - both of which I do not use to the limits set on my current or previous tariffs
- Provide me with information detailing how the 750Mb limit was calculated and which functions / applications use the most data, so that I can avoid using them when not connected to my home wi-fi.
If these actions are not undertaken, then I will be forced to take measures at the earliest opportunity to cease all business with O2.
Many thanks,
Mark Wilson
Let's see how they respond...

Anonymous
Posts: 0

Re: new Data caps

[ Edited ]
Complaint Review Service
Read the document here.
and write with your complaint here ::
O2 Complaint Review Service
Email Address ::
complaintreviewservice@o2.com 
Tell them: 
• Your name and address 
• Your mobile and account numbers 
• A daytime phone number 
• A suggestion of how they can put things right 
Postal Address ::

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP
More information here : How do I make a complaint?


Here's my email to Customer Services;
My name is Mark Wilson and I am an O2 mobile and broadband customer. My address is xxxxxxxx. My mobile number is 07xxxxx and my home telephone number is 02xxxxx.
I have recently concluded a call with a member of your staff who I rang to discuss a major concern about my data usage. Earlier today I received a text message (10:03) stating that I had 'used 80% of your UK data allowance' which was quickly followed by another text message (within less than 5 minutes) stating 'You've used all your UK data this month'. I was informed by your staff member that all O2 tariffs had ceased provision of unlimited data usage on the 1st of October and I should have received communication to that effect. I have not received any communication about this contractual change.
He then informed me that when I upgraded, I would have had to agree to the small print in a new contract which should have stated that my new tariff would come with a cap on my data usage. As far as I was concerned, I was intending to extend my contract with O2 and pay for the costs of a handset upgrade - but that the contract I was on (and was happy with) would not change. This has not been undertaken to my satisfaction and I would dispute the claim that this change was made clear to me. Hiding this sort of information with the small print is insufficient and suggests an intention to mislead.
Furthermore, it is abundantly clear that a limit of 750Mb, for example, is entirely meaningless to customers and customer service staff. For instance, can you tell me how many megabytes are used by accessing Google Maps for 10 minutes? How many kilobytes are used downloading an email? What about one with a photograph attached? If O2 staff - and customers - cannot calculate this usage, how can any figure be comparable? This figures are totally arbitrary and I would like you to provide me with some detailed information about where this figure came from and what functions / applications use up specific amounts of data.
I discussed my data used with your staff member and he informed me that;
- Between 3rd July and 2nd August, I used 234,103 kilobytes
- Between 2nd December and 10th December, I used 768,000 kilobytes
- On the 6th December, 157,358 kb were used, on the 7th it was 353,312 kb but on the 9th it was just 14,116 kb
These startling inconsistencies make me deeply concerned about how O2 is recording data usage and whether this is accurate. How can a daily kb consumption of 7,803 jump to 50 times that in a 6-month period? I am now in a position where I cannot use the mobile internet (I made it clear on my telephone call that The Cloud and BT Openzone are diabolical products that do not fulfill the basic needs of expedient connectivity) or many of the applications I have already paid for.
As such, I would expect O2 to undertake the following course of action;
- Provide me with the appropriate data bolt-on for the rest of my contract to increase my data usage to 1,250Mb (this should add an extra £5 to my monthly tariff)
- Downgrade my current tariff from £45 per month to £35 per month, with the appropriate levels of calls and texts - both of which I do not use to the limits set on my current or previous tariffs
- Provide me with information detailing how the 750Mb limit was calculated and which functions / applications use the most data, so that I can avoid using them when not connected to my home wi-fi.
If these actions are not undertaken, then I will be forced to take measures at the earliest opportunity to cease all business with O2.
Many thanks,
Mark Wilson
Let's see how they respond...



Mark,

With the greatest of respect, what point are you making here? Why do you want O2 to provide you with the detail of how the 750mb data limit was calculated? :womanindifferent: They set a limit and you stick within that limit! That is the way of the world.
I recently used my iPhone for all my internet browsing and email over a month, whilst waiting for broadband connection and I used about 600mb. On a phone, that is a serious amount of browsing etc.
Reset the data meters on your phone on your bill date and keep track of your usage.
Writing a letter like that to the CRS will serve no purpose and I fail to see what your complaint is. The data cap was made very obvious to those who wished to listen and I for one don't think you should be paying any less than myself, simply because you never bothered to understand the finer detail of your contract.
Like I have said before, the data cap was told to me upon upgrade, very loud and clear. I was already very aware of the changes due to the plethora of information on the net and in these boards, but I made sure I listened carefully to what I was told.
I simply don't believe that so many people were not informed of such a high profile change to policy.

af

Keeping it real!!

Anonymous
Posts: 0

Re: new Data caps

My points were that;
1. I had concerns about how so much data could be used in so short a time
2. The invisible assets that are data do not have any meaning without context
3. I want to be allowed to amend my tariff even though it only started in October due to new information being available.
I actually had a call today from a very kind member of O2 staff who;
1. Listened to my concerns and suggested that I speak to Apple and reset my data meter and use it to track usage (as you suggested too)
2. Gave me useful information about data consumption;
500 Mb = 500k emails, 100k emails w/photos, 5k simple site visits, 1.5k rich media site visits & only 60 4'30" YouTube video views.
3. Agreed to reduce my tariff to £35 per month with 300 mins not 900 and 500Mb not 750Mb but with the addition of a £10 1Gb data add-on without any extension to the current contract.
So, a good result all in all.