O2 - Online Minutes Incorrect

redux

The best explanation on the thread - I'll definitely keep an eye on it.

sya220

The reason this is 'fraudulent', in my opinion, is that it happened to me 4 months ago, O2 were aware of it then, are still aware of it now, will refund payment to those who complain but not to those who don't

Thank you Micheals. I went through the similar experience. Yours is my exact opinion. Now the inconvenient thing is I do not dare to call more than my 200 allowed minutes, even though I know I have got many rollover unused minutes left. Complaining process is so much time consuming and hassle. I only consider myself lucky if they agree to refund me. No one likes to fight. o2 does that all the times on customers' expense. It is amazing someone would spend so much time to defend for them!

Anon

Similar issue now being discussed about Orange:
http://forums.moneysavingexpert.com/showthread.html?t=148029

Seems strange that two technology based companies cannot manage this simple task, when 1899, Onetel and others don't seem to have a problem? The PAYG must be on a different system as that never seems to have a problem keeping up to date...!

Anon

MrGreen

john-306 wrote:

Redux......
You seem to be misunderstanding what the true problem is here, you say "It isn't an overcharge to bill you for calls you made"
So let me put it this way to you.....
I get rollover minutes every month (double rollover the last few months), every month that passed to this month I have not used all my 200 minutes up therefore I can 100% guarantee that I easily had enough to cover my 1 hour excess this month, but due to O2s website error they began charging me after my 200 mins had been used up, so it is an overcharge pure and simple!
They even credited my account with the words "Goodwill Misinformation"

"double rollover the last few months"
Any Double or bonus mins DO NOT rollover to the following month but they should be used up before the standard amount of mins in your allowance.

So if you are on o2 200 then they usually give double mins for the first 3 month on 12 month contracts. If in your first month you use 200 mins then 200 mins will rollover to the next month, if you use less than 200 mins then only 200 mins will rollover, (there is no rollover allowed on o2 100 plans), if you continue to use 200 mins every month then by the 4th month the 200 mins that rolled over from the first month will disappear as your mins only carry over to the third month.
This is the "small print" on o2 contracts and may be adding to peoples confusion to the allready unreliable and inaccurate online billing system

john-306

MrGreen wrote:

"double rollover the last few months"
Any Double or bonus mins DO NOT rollover to the following month but they should be used up before the standard amount of mins in your allowance.

So if you are on o2 200 then they usually give double mins for the first 3 month on 12 month contracts. If in your first month you use 200 mins then 200 mins will rollover to the next month, if you use less than 200 mins then only 200 mins will rollover, (there is no rollover allowed on o2 100 plans), if you continue to use 200 mins every month then by the 4th month the 200 mins that rolled over from the first month will disappear as your mins only carry over to the third month.
This is the "small print" on o2 contracts and may be adding to peoples confusion to the allready unreliable and inaccurate online billing system

Precisely why I said I did have enough minutes rolled over from previous month/s to cover the hour used in excess of my 200 mins.

Like sya220 says I'll now make sure I do not use any more than my 200 mins to save any hassle.

sya220

MrGreen wrote:

"double rollover the last few months"
Any Double or bonus mins DO NOT rollover to the following month but they should be used up before the standard amount of mins in your allowance.

So if you are on o2 200 then they usually give double mins for the first 3 month on 12 month contracts. If in your first month you use 200 mins then 200 mins will rollover to the next month, if you use less than 200 mins then only 200 mins will rollover, (there is no rollover allowed on o2 100 plans), if you continue to use 200 mins every month then by the 4th month the 200 mins that rolled over from the first month will disappear as your mins only carry over to the third month.
This is the "small print" on o2 contracts and may be adding to peoples confusion to the allready unreliable and inaccurate online billing system

OK, the 1st month 200 mins only rollover to 3rd month, should the 2nd month left over mins rollover to 4th month, and 3rd month left over to the 5th month and so on in the similar sequence? I have asked this question many times.
Once the CS on the phone said no, all first 3 months left over unused minutes end at the end of 3rd month, and new tariff (same 200 mins) starts on the 4th month. She did not know what she was talking about!
Then another CS emailed me to say yes. I was lucky enough to claim my refund based on that reply.
They are really misleading and confusing. You don't know who to believe. I am getting out as soon as my contract is up.

Anon

sya220 wrote:

OK, the 1st month 200 mins only rollover to 3rd month, should the 2nd month left over mins rollover to 4th month, and 3rd month left over to the 5th month and so on in the similar sequence?

I have only recently joined o2 but that would be my interpretation, though I believe 1st month can roll as far as 4th month (from http://flash.o2.co.uk/products/pdfs/O2_Calling_Plans_Q4_2006.pdf).

Unused inclusive minutes and messages cannot be carried forward one month to the next except on O2 200, 250, 400, 600 and O2 Max where they can be carried over for up to 3 months. If you change calling plan any unused rollover minutes and messages will be lost.

I am prepared to be corrected, but by my calculations, if they are taking the double promotion minutes first (first 3 months), and you only use 200 per month as in the example mentioned earlier, then at month 3 you have only ever used your promotional minutes. As a result, you will have 800 minutes to use in m4 (200 allowance from month 4, plus 600 minutes rolled forward from 1,2 and 3). By the end of month 4, assuming that you are using your rollover minutes first (? assumption, perhaps someone can confirm this) then you have used the minutes that rolled over from m1, you therefore have 800 minutes (200 minutes allowance plus 600 rolling forward from 2,3,4). This is repeated ad infinitum.

This is due to o2 saying that minutes can be rolled over for up to 3 months (interesting to know how do they interpret "up to"?). If they do as suggested to you by o2 CS and clear the system every 3 months, then any minutes left over on m3 would be lost and would therefore never be rolled forward at all(breaching advertised t&c?).

And we wonder why o2's system is falling over... :rolleyes:

Anon

gk172

When i asked about the rollover i was told it basically works in 4 quarters, 1st and second rollover till end of month 3 and at the end of month 3 everything is reset and you start month 4 with no rollover mins then anything left from month 4 and 5 rollover to month 6 then at the start of month 7 reset back to no rollover - does that make sence?

Anon

gk172 wrote:

When i asked about the rollover i was told it basically works in 4 quarters, 1st and second rollover till end of month 3 and at the end of month 3 everything is reset and you start month 4 with no rollover mins then anything left from month 4 and 5 rollover to month 6 then at the start of month 7 reset back to no rollover - does that make sence?

It makes sense in how you have explained it, but months 3,6 and 9 would then have no rollover at all (which means that you could be worse off than if they only rolled each month over by 1 month). Apart from what I included above, I can find no "official" o2 reference to how rollover works. If anyone does have this information, please can you post here?

Many thanks

Anon

sya220

Anon wrote:

I have only recently joined o2 but that would be my interpretation, though I believe 1st month can roll as far as 4th month (from http://flash.o2.co.uk/products/pdfs/O2_Calling_Plans_Q4_2006.pdf).



I am prepared to be corrected, but by my calculations, if they are taking the double promotion minutes first (first 3 months), and you only use 200 per month as in the example mentioned earlier, then at month 3 you have only ever used your promotional minutes. As a result, you will have 800 minutes to use in m4 (200 allowance from month 4, plus 600 minutes rolled forward from 1,2 and 3). By the end of month 4, assuming that you are using your rollover minutes first (? assumption, perhaps someone can confirm this) then you have used the minutes that rolled over from m1, you therefore have 800 minutes (200 minutes allowance plus 600 rolling forward from 2,3,4). This is repeated ad infinitum.

This is due to o2 saying that minutes can be rolled over for up to 3 months (interesting to know how do they interpret "up to"?). If they do as suggested to you by o2 CS and clear the system every 3 months, then any minutes left over on m3 would be lost and would therefore never be rolled forward at all(breaching advertised t&c?).

And we wonder why o2's system is falling over... :rolleyes:

Anon

Thank you Anon. I pointed out the exact calcuation each time I called the o2 CS. 1 or 2 staff might have agreed, but did not have authority to do anything about rectifying the overcharging error. The others would argued that once the first 3 months have gone, the calling plan is changed (even it is the same tariff, they regard the double minutes promotion as different calling plan!). They surely are twisting their t&c round. I had written twice to their complaint dept, but never have reply.
Like you I really would appreciate if someone could provide more info concerning this rollover confusion.