Just wanted to vent some frustration about o2

Discussion in 'iPhone' started by jabingla2810, Mar 2, 2010.

  1. jabingla2810 macrumors 68020

    Joined:
    Oct 15, 2008
    #1
    Im about 4 months into my £35 a month contract, and they've just introduced new plans for the same money, that include more texts and less minutes.

    Perfect for me.

    Ive read a lot of people online who phoned up and got moved onto the new plans, so I decided to give them a ring.

    Got through to a man who sounded like he wanted to kill himself, I explained that I wanted to move onto the new iphone plans, that include unlimited texts, he said it was only for new customers..... I explained that friends and lots of people online seem to have done it.... he said, "well they havent because you cant, can I help you with anything else?"

    I said no, he then he tried to sell me broadband.... I put the phone down.

    Phoned back again, finally got through to a woman, who seemed really helpful, I explained that I wanted to be put on the new unlimited text iphone plan, and she said it wouldnt be a problem and put me straight onto it.

    Fantastic!

    Woke up this morning with a text from o2 telling me im no longer on an iphone contract, and I may be charged for data.

    I phoned up o2 again, and was told that i'd been put onto a non iphone contract by mistake, and that I will be charged for data. I asked to be put on the correct iphone contract, and they said it should happen tomorrow.

    I asked if i'd be charged for data in the mean time, and she said yes!

    I explained that this wasnt my fault, and that I rely on emails during the day, so what could I do?

    She said, theres nothing they can do, and ill be charged for any internet usuage that happens till they put me on the correct plan!

    Bit annoying....as ive not done anything wrong and im going to be charged
     
  2. omegac macrumors newbie

    Joined:
    Jun 21, 2009
    #2
    Send them an e-mail, the people that answer the phones are the one's who weren't deemed suitable to clean the offices....Same at T-Mobile, guy I spoke to sounded like a retarded stroke victim!
     
  3. OllyW Moderator

    OllyW

    Staff Member

    Joined:
    Oct 11, 2005
    Location:
    The Black Country, England
    #3
    Ring them again and ask to speak to a manager. Explain clearly it was not your fault and ask them to make sure you won't be charged for their mistake.

    If you are still not satisfied, send an email cataloguing your conversations with Customer Services to complaintsreviewservice@O2.com and it should get sorted fairly quickly.
     
  4. wazza12345 macrumors regular

    Joined:
    Jun 9, 2009
    #4
    On the flipside every time I've spoken with O2 on the phone they've been helpful, accurate and friendly. I can't fault my experiences with their customer service.. which is refreshing when nearly every company these days offers outsourced call centres, with useless staff..

    I've got no affiliation with O2, just thought I'd throw my 2c in to show both sides of the coin :)
     
  5. MacBoobsPro macrumors 603

    MacBoobsPro

    Joined:
    Jan 10, 2006
    #5
    Kind of agree with you there Wazza. Just hearing an English accent is refreshing enough!
     
  6. mikey4020 macrumors regular

    Joined:
    Sep 27, 2007
    Location:
    UK
    #6
    I feel your frustration I emailed them asking to change and the reply I got back confirmed the change but look at what I get to use on the 21st March.
    So I don't get any data for the 21 March and I'll be paying 12p a text. Nice :(
     
  7. drummerlondonw3 macrumors 6502a

    drummerlondonw3

    Joined:
    Feb 10, 2008
    Location:
    London
    #7
    o2 have always been great to me but I have heard some horror stories aorund changing plans and payments.

    My friend paid for his line rental twice a month for a YEAR and each month they refunded the difference and cut him off for one day!

    I'm not kidding either. No idea why, just went on one month finally sorted. Good company on the whole but they do have issues when things move out of the ordinary.

    contacta manager asap and just ask for some money to be credited to your account to cover the cost of the bill.

    When my iphone 3g was one day late I got it for 1/2 price. If you have a decent monthly bill you will get quite far.
     
  8. OllyW Moderator

    OllyW

    Staff Member

    Joined:
    Oct 11, 2005
    Location:
    The Black Country, England
    #8
    I had a horrible experience with O2 Customer Services which dragged on for 9 months. The O2 fraud investigations team were a lot more helpful though. :eek:
     
  9. mikey4020 macrumors regular

    Joined:
    Sep 27, 2007
    Location:
    UK
    #10
    http://shop.o2.co.uk/tariffSmallPrint#iphone

    From above T&C's
    As stated above picture messages will be charged at 20p per message. It used to be one MMS used four from your allowance (Same for SMS sent from abroad) but with unlimited texts I suppose they don't have a way of making a MMS equivalent to a text. What I don't understand though is that an MMS uses a data connection to send the picture, so why when you have unlimited data can they not just include picture messages in your unlimited text allowance?
     
  10. jabingla2810 thread starter macrumors 68020

    Joined:
    Oct 15, 2008
    #11
    Just to update anyone wondering.

    I am now on the correct iphone plan.... so i'm happy :)

    o2 did try and charge me £11.50 on top of last months bill to cover internet usage, but I phoned them up and explained it wasn't my fault.

    They agreed to credit my account to cover the costs :)

    Thanks very much for the responses and advice, much appreciated
     
  11. iMacDragon macrumors 65816

    iMacDragon

    Joined:
    Oct 18, 2008
    Location:
    UK
    #12
    Because they're in the business of making money.
     
  12. Morteza- macrumors newbie

    Joined:
    Dec 19, 2009
    #13
    I thought 3 was a terrible network but it turns out that they all are. I'm not too sure if you guys get this problem too but O2 seems to drop a lot of calls (specially on the iPhone) and it goes straight to answer machine a lot of the time. I've had my iPhone changed twice and tried a new SIM as well but the problem is consistent so i've put it down to O2 being sh**.

    The other thing is their price plans ain't very well thought out. Going back to '08, here's what i did...

    18 months £45 contract + 16GB iPhone 3G (£89) (downgraded to £35 after 9 months) = £809

    whereas others did...

    18 months £35 + 16GB iPhone 3G (£189) = £819...


    I got 600 more mins and 200 more texts per month for 9 months I believe and paid £10 less :D
     
  13. anjinha macrumors 604

    anjinha

    Joined:
    Oct 21, 2006
    Location:
    San Francisco, CA
    #14
    It's not that O2 is crap, it's about the coverage in your particular area. I've been to London twice, got an O2 pay as you go SIM and never dropped a call or had any network related issues.
     

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