o2 business account error

[Anonymous]

Hello everyone, I hope someone can help me.

I was an o2 PAYG customer for years up until January of this year, when my daughter upgraded her old iphone 4s and gave it to me.
I needed a micro sim, so I went to an o2 store and requested my own number transferred to a new sim card to fit the 4s.
I'm not a big user and when I was PAYG (with a samsung chat) I only topped up £10 about every 6-8 weeks.
The fella in the store suggested that I go to a pay monthly account so that I could use the 4s more.
I agreed, however I didn't realise that I was signing up to a 12 month contract, I presumed it would be a rolling monthly contract.

My issue is that since I changed to pay monthly, I have never been able to access my bills online.
At first, I thought it was because I had a new account. But 8 months later, I still can't go further than log in.
Each month I receive an email with my bill amount, and I also receive a paper bill, so at least I am aware of what is going to come out of my bank account.
But I would like to access my account during the month, to check on any calls I make, and to check my data allowance/usage.

I have telephoned customer support 4 times about this, each time i'm assured that it is fixed and I can now log in.
Nope.
After 2 of those phone calls today, I decided to try live chat again.
The fella was very nice and tried to help, he reset my password and tried to log in himself. He can't go any further into my account either.
After nearly a hour of trying he told me that o2 business has errors and the technicians will sort it, to try again later or tomorrow.
I told him that it has never worked for me in 8 months of trying, he said it was working fine up until my chat with him (hmmmm? really?) and that once it is fixed it will "definately" work for me.
Again, I told him that it hasn't worked for me for 8 months, and that if it was working up until our chat, why didn't it work earlier today, or even yesterday when I phoned then too.
He had no answer, other than to say that it will "definately" work once the error is resolved, and apologised that it wasn't working now.
I'm so fed up with this now, all I want to do is be able to check my account during the month, rather than having to wait until the end when I get my bill.

So, has anyone here had the same problem and can they now get access to bill analyser etc, if so, how did you get it to work?

[Toby]

Hi @Anonymous,

I'm Toby, the O2 Community Head. Welcome!

Feel free to send me a private message and we can have a chat about your issues. 

[Anonymous]

will do, thanks Toby

[MI5]

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@adamtemp64 wrote:

I do hate seeing these posts where a consumer is put on a business contract that has no protection from comsumer laws. @Toby and this was an instore upgradr and not a trusted partner ?

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I agree Adam - the only reason is meeting sales targets and it is wrong.

This customer should have their business account cancelled and moved to a more suitable monthly rolling consumer tariff and the store rep needs to be retrained immediately.

[Anonymous]

I thought it was going to be a rolling contract, I found out today that it's a 12 month contract, I can't cancel before 20th Jan without penalty 😞
Ok I should have asked to read the contract before signing, but I trusted the guy in the store, that he knew what I needed, I explained that I didn't top up my PAYG much, he said i'd need more data allowance than I was getting, so I agreed. More fool me.

[Anonymous]

Actually, just to test o2 business, is there anyone on the forum who has a business account? are you able to view your bills? access bill analyser? obviously I don't want you to show me any details, but just find out if o2 business is actually working ok.
I was told today that o2 business is having technical issues and that is why I can't get further than logging into my account.

I can go no further than the bill summary page.
I am using my windows 7 pc with firefox browser, although I tried chrome too and got the same error message

[MI5]

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@Anonymous wrote:
I thought it was going to be a rolling contract, I found out today that it's a 12 month contract, I can't cancel before 20th Jan without penalty 😞
Ok I should have asked to read the contract before signing, but I trusted the guy in the store, that he knew what I needed, I explained that I didn't top up my PAYG much, he said i'd need more data allowance than I was getting, so I agreed. More fool me.

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You were mis-sold the contract and the key facts were not correctly explained to you so this is against the code of conduct that all service providers sign up to.

This alone gives you rights to cancel the contract without penalty and at any time. CAB can advise you fully on your legal rights if O2 won't admit to it and fix it for you.

As far as more data is concerned, this is true, partially, but it depends on how much time you spend away from WiFi. Many people manage easily on 500mb a month these days with free WiFi available almost everywhere.

[Anonymous]

Thank you, i'll phone again tomorrow and see if this can be resolved.
I have taken a look at the PAYG sims available, and I think a big bundle sim would be ideal for me, for the same cost as i'm paying now.
I found out that I have a 250MB allowance, I do not know how much I use per month, but i'm assuming it's less than that as I haven't been paying any extra. I do use wifi where available.
Today though, my bill summary is more than usual, so somewhere i've gone over. I'm guessing it's data but i'm not sure. Which is the reason I need to access my account fully to see things itemised.

Thanks again, i'll let you know how I get on.

[MI5]

Good luck mate and don't let them get away with it.

[Toby]

Hi @Anonymous,

You have a PM from me.

Cheers

[Anonymous]

@Toby i've replied with the info you requested. Thank you, hope you can resolve this problem for me.