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O2 Mobile Broadband - Aaaaarrrrrggggghhhh!
PinkLipgloss
Posts: 1,451 Forumite
Two and a half weeks ago I called O2 (my mobile phone provider) to enquire about their new broadband internet service.
I specifically asked the operator if it can be used to replace a home broadband connection. She replied "yes - that would be no problem". I was also informed that I could have a 14 day free trial period after which I could cancel the service free of charge.
I decided to try it out. The USB arrived a few days after my order with a letter stating that I could not use the service without my "broadband number" which would arrive later by post.
Two weeks later no such letter arrived. I contacted O2 to enquire about this and they gave me the broadband number over the phone. The letter did in fact arrive a few days later (two and a half weeks after I placed the order).
After using the service for a couple of days I became completely frustrated. At times there is no connection available at all (in city areas! :eek: ) and when it does work the signal strength is weak and it cuts you off every few minutes.
Obviously I contacted O2 to cancel however I was horrified to discover that they expect me to pay the 18months contract fee as I did not cancel within the 14 days! I explained that I had only received the broadband numbers a few evenings before (which they have logged on their systems) and that the letter containing my broadband numbers had only arrived that morning and is dated 16 days AFTER I placed the order.
When I complained about the quality of the service I was informed that it is only supposed to be used for short periods of time (e.g. on the train checking emails). When I explained I was told when I ordered that it could be used as an alternative to home broadband the operator said "that's ridiculous as it is designed to disconnect every 5 minutes" when I challenged what I had been told he curtly commented "well it wasn't me that said it - I would NEVER say that".
I then informed him that I was extremely unhappy as:
(1) the product had been mis-sold to me. I had SPECIFICALLY asked if it could be used to replace a home broadband service and had been informed that I could. I asked him to listen to the tape recording of my call when the order was placed to prove this (they record all their calls)
(2) the 14 day free trial is a farce when I couldn't actually use the service until after that had expired since it was counted from the date of order.
(3) the service is shocking. It doesn't work most of the time and when it does the signal strength is weak and it cuts you off after extremely short periods of time.
Given those points I requested that the service be cancelled without charge. He said that only a manager had that authority and that his manager would call me back within 24 hours.
It's now been over 24 hours and lo and behold I have not received a call back. :mad:
I specifically asked the operator if it can be used to replace a home broadband connection. She replied "yes - that would be no problem". I was also informed that I could have a 14 day free trial period after which I could cancel the service free of charge.
I decided to try it out. The USB arrived a few days after my order with a letter stating that I could not use the service without my "broadband number" which would arrive later by post.
Two weeks later no such letter arrived. I contacted O2 to enquire about this and they gave me the broadband number over the phone. The letter did in fact arrive a few days later (two and a half weeks after I placed the order).
After using the service for a couple of days I became completely frustrated. At times there is no connection available at all (in city areas! :eek: ) and when it does work the signal strength is weak and it cuts you off every few minutes.
Obviously I contacted O2 to cancel however I was horrified to discover that they expect me to pay the 18months contract fee as I did not cancel within the 14 days! I explained that I had only received the broadband numbers a few evenings before (which they have logged on their systems) and that the letter containing my broadband numbers had only arrived that morning and is dated 16 days AFTER I placed the order.
When I complained about the quality of the service I was informed that it is only supposed to be used for short periods of time (e.g. on the train checking emails). When I explained I was told when I ordered that it could be used as an alternative to home broadband the operator said "that's ridiculous as it is designed to disconnect every 5 minutes" when I challenged what I had been told he curtly commented "well it wasn't me that said it - I would NEVER say that".
I then informed him that I was extremely unhappy as:
(1) the product had been mis-sold to me. I had SPECIFICALLY asked if it could be used to replace a home broadband service and had been informed that I could. I asked him to listen to the tape recording of my call when the order was placed to prove this (they record all their calls)
(2) the 14 day free trial is a farce when I couldn't actually use the service until after that had expired since it was counted from the date of order.
(3) the service is shocking. It doesn't work most of the time and when it does the signal strength is weak and it cuts you off after extremely short periods of time.
Given those points I requested that the service be cancelled without charge. He said that only a manager had that authority and that his manager would call me back within 24 hours.
It's now been over 24 hours and lo and behold I have not received a call back. :mad:
"Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)
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Comments
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Who the hell would want to pay for an internet connection which cuts out after 5 minutes a go?? And o2 are actually saying this to people? What a joke!
Did you take the guys name who told you this?
I'd ring back myself, don't sit waiting around because you'll only end up getting more and more het up.
I'd tell them if they don't cancel the service, you will be taking it further.Tank fly boss walk jam nitty gritty...0 -
shellsuit,
Thanks for the reply. Yes - he actually said "it's designed to cut off every 5 minutes". I was totally shocked since I was previously told it could replace home internet connection!
I'm off to phone them now. If I am not satisfied with their response I will be taking this to Oftel (or whom ever regulates O2). I am not willing pay 20 pounds a month for this so called "internet service"."Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)0 -
PinkLipgloss wrote: »shellsuit,
Thanks for the reply. Yes - he actually said "it's designed to cut off every 5 minutes". I was totally shocked since I was previously told it could replace home internet connection!
I'm off to phone them now. If I am not satisfied with their response I will be taking this to Oftel (or whom ever regulates O2). I am not willing pay 20 pounds a month for this so called "internet service".
Good Luck!
Let us know how you get on. What's the betting the next person you speak to will tell you that NO way would someone frmo their end, tell people that it cuts out every 5 minutes :rolleyes:Tank fly boss walk jam nitty gritty...0 -
Result!
I got through to a very nice Manager who apologised and said that he checked back on the telephone call and could confirm that the product had been mis-sold.
Contract has been cancelled with full refund!"Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)0 -
good job you got it sortedNo Links in Signature by site rules - MSE Forum Team 20
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PinkLipgloss wrote: »Result!
I got through to a very nice Manager who apologised and said that he checked back on the telephone call and could confirm that the product had been mis-sold.
Contract has been cancelled with full refund!
Oh that's brill news!! :T :TTank fly boss walk jam nitty gritty...0
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