pay monthly/contract/cancellation/new iphone/two contracts

[Anonymous]

Okay, so I went to carphone warehouse to get the iPhone 5. I got the contract everything signed but there was one problem. My number couldn't be transferred that day coz it was sunday and o2 team doesn't work on sundays-so they said to go the next day to an o2 store and get numbers transferred. That's what I did.

In the store they told me that its impossible to do that because I can have two contracts and pay for both or Go back and tell them to cancel the new iPhone contract because what they did was wrong and the o2 team works on Sunday. Instead of replacing the contract they gave me a completely new one.

What they could do was cancel the o2 and tell carphone warehouse that they should pay cancellation fees or cancel the iphone. And I cancelled then iPhone. They gave me a fast track upgrade so I can get the iPhone through the phone and it would arrive in a couple of days.

I was ready to take the iPhone but when I called they said that I'm still on a contract which is not true, until I realized that I upgraded in December from paying 36 to 18.50 + 3 for the internet which I also had no clue about until I called them and asked, why isn't my internet working.....

Although I specifically remember asking if the internet is included in the 18.50 price three times and if I'd be in any type of contract- they said no. But what came out of it was that I only found that out on the following monday , that I was bound by a 12 month contract and my contract was until December, but I had 6 months before the end of the contract to upgrade. So that would be 11th of April, I will be celebrating my birthday 18th birthday on 31st of march but leaving the country on the 4th of April. In order for the phone to be in my name, I have to have a credit check but i asked if they would give me the fast track - they said yes but i could never change it to my name, which I think is ridiculous.

Now I'm stuck to the point I got physically ill. That I either get the fast track now and not get it under my name. Which will cause problems in the future because I will most likely have to pay a deposit of I don't even know because the o2 didn't know.

Or

Wait until 31- hope the phone will come the latest by 3rd evening - face the credit check again.

Or

Wait until after my birthday on the 11th when I come back, have no photos from my 18 th birthday with my father which lives abroad nor a working phone currently, until and if I pass the credit check and the I'm assuming a gigantic deposit coz nothing is free and I don't think the o2 will be willing to give it away for max 150 pounds...

[Anonymous · Accepted solution]

Hey,

This all seems like quite a big mess up so let me try shed some light on what I can see from your story!

First off, many stores, both CPW and O2 and any network really will try to take you out on a  new contract instead of upgrading as they get more comission for this or something - it just always happens and it's something we've been working on reducing as far as possible. So this sounds like what CPW were doing.

As for transferring the number, it is usually done by a team who work Mon-Fri, their job is taking numbers from one network and bringing them onto O2. However, if you are only going from O2 to O2 then the request is put through by our cancellations department (since they are essentially cancelling the older contract). They are open every day.

The 12 month simplicity upgrade is something which a lot of people went on to last year (most of which did it to wait for the iPhone 5 as they were told they could upgrade at any point during it, not just after 6 months).

The £18.50 does definitely include internet, it will include 100Mb of data and, if I remember correctly, 600 mins and unlimited SMS?

If you believe you were told you could upgrade at any point on this tariff, as many were, perhaps Customer Service could arrange to have that upgrade call listened to?

If not - then it looks like you may have to wait until April unless you fancy paying the termination fees, which I imagine you don't.

Assuming the phone is under your parent's name, then fast track upgrading would mean it will stay under their name (although you can certainly pay the bills with direct debit if you want). An upgrade would mean the contract stops 6 months early, but if you took out a contract in your own name it wouldn't be an upgrade - it would be a cancellation to the existing one which means you would need to pay about £90-100.

And if you have just turned 18 then unfortunately you will probably be made to pay a deposit - this is just the outcome of a credit check because you will have minimal credit to your name  if any at 18 😞

It really sounds like you are a bit stuck int he middle here so if there's any more advice you need - feel frree to ask and we can point you in the right direction.

[Anonymous]

thx for this but this is exactly the same infromation  i got from the store... my mother and i have been loyal customers always paying on time for almost 6 years ont he same numbers. i believe this is not fair at all. I'm giving the o2 the option of paying more money on a new contract + insurance which they refuse, and my mother wants the new iphone 5 too. i have no choice but to switch providers. very disappointed.

[Anonymous]

Well unfortunately if you are in contract you can't just terminate it because you are willing to pay more money - a contract is a contract and the only 2 ways out for you are paying it off or upgrading when the time comes.

As I said, if you believe you hadn't taken it out back in December then feel free to ask Customer Services to listen to the call to dispute this - but if you have upgraded last year to the 12 month simplicity, that is the only 2 options regardless of what you want to do afterwards.

And any other providers would have the same rules applying to being in contract.

[Anonymous]

What o2 has done is provided me with misleading information. I'd be happy to listen to the conversation back in December and prove my point about the Internet fees + the fact that I have not been informed of a new contract starting for 12 months. I was told I can resign anytime without fees - it was only a tariff change. I have done my research as when it comes to other companies, for example Orange are willing to extend the deal I am offering o2 without any limits I have also hard evidence because me friend has recently done the same thing, she turned 18 today and will be changing the account name, with previously paying for it as it was on her sister. I have also researched that this has happened to other people who have been with the o2 and the problem was straightened out. And with the 3.2% rate going up from 28th this month I'd be paying more that a hundred pounds for me and my mother instead of the mere 60 a month right now.

[perksie]

3.2% on £60 is only £1.92 a month.