Miss sold Volt 02

[Kaz45]

We had a Virgin rep round who sold us broadband only but then said if we had 02 mobile as well we would get the internet for less. 500 increased to 1 for free then less for having mobiles.

5gb mobile doubled to 10gb. Once the Virgin internet was active 14 days later our 10gb of data would be active.

we joined with 3 mobiles. He did all the paperwork on his iPad.

First off we could only see 5gb on the 02 app he told us once you get to 0 you know you have 5gb left. I questioned this as said how do you know what you have left between 5&0.

He then came back with once the internets active it will show 10gb.

Internets been active but still only 5gb allowance showing. Daughter is down to 1gb.

Virgin rep has now blanking us.

Got through to 02 on chat who came up with a technical outage so will put through the paperwork, but saying it takes 14 days before they can complete the form, then another 14 days for the double data to be added.

I’ve told them this isn’t what we was sold. As we are now left with 5gb of data for 28 days so where is out double 10gb of data for our first month.

Surly we are within our rights to leave 02 as we have been miss sold and we have the text from the Virgin rep proving the double data start date.

The issue is we are past 14 days as the double data was always due to start after 14 days.

I’m away from tomorrow so can’t ring and sort, but it’s a 18 month contract, but can we get out of it?

The person on 02 chat put me through to a manager who then ended the chat as just kept saying the same thing and wouldn’t answer my questions when I asked about leaving.

[pgn]

For phones, return has to be within 14 days:

https://www.o2.co.uk/help/phones-and-devices/returns-and-repairs/returning-your-device

Ergo, the cynic in me feels, the "wait for 14 days" is simply to ensure you cannot leave!

VirginMedia tried that with me last upgrade, I called, got one of the heavily-accented call center staff,who told me they could do nothing until after 14days... I simply laughed and said that by the time 14 days have elapsed, I am bound to keep the contract. Flustered, the agent put me through to retentions (UK based) immediately, problem was rectified, data was upped to next level, and the contract price reduced fractionally, for 18months (offer was to double data for 3 months free, then revert or pay uplift to stick with faster speed). All this needs to be discussed with VM, though, not O2.

Take care - 14days and then they have you by the .....! @Kaz45.

[MI5]

@Kaz45 

Try getting help from the UK based social media teams.

Facebook (https://o2uk.co/O2CFB), Twitter (X)  (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

Pick one and stick to it. Be persistent if needed.

[pgn]

@Kaz45 - use either of the Direct Message (X) or FB Messenger links just below - hollers for help on the public timeline seem to simply disappear... And as @MI5 notes, be persistent, using the same message thread so you have history should it be needed. Good luck!