O2 not letting me downgrade my tariff

AstarothCY

I have been a pay monthly customer with CPW O2 since 2005. Last year I was offered an 18 month contract renewal that seemed quite attractive, mainly because they would be sending me a cheque for lots of money, which they did, and more importantly, because I would be able to downgrade after 9 months.

I started this contract out on the O2 200 plan with 200 mins/text and £25/month. My 9 months were up in March, and my usage is nowhere near 200 mins/text, so I wanted to downgrade. I called the CPW O2 customer service line a couple of days ago and asked them what my options were to downgrade. I was then told that I am in fact on the lowest tariff available for 18 month contracts. I mentioned that I've been a customer for a long time and that my usage is very low, but I was simply told there is nothing I can do.

Today I went on the CPW website and had a look at the available tariffs.
http://www.carphonewarehouse.com/support/networks-tariffs-call-charges
This website clearly shows a £20 18 month tariff on O2. I therefore called again and asked to downgrade, and was told the same thing. I mentioned that this tariff was advertised on their website, and was told that this tariff is only available for new customers. I then told them that I had essentially been promised that I could downgrade after 9 months and that I took the contract based on this expectation. I was once again told there is nothing I can do, so that was that.

Is there anything I can do about this? Frankly I am outraged. I was essentially lied to, and was offered a contract with the standard feature of downgradability that is now being denied. And what is all this business about tariffs only being available to new customers? A couple of years ago I was actually on a £15/month 12-month tariff! Now, suddenly, the lowest you can go on an 18 month tariff is £25. Ridiculous. Who is in the wrong here?

funkysi

I'm having problems with O2 and want to downgrade. Like you I have been with them for a good number of years AND been on their highest tarrif for that long. I have been told I can reduce my payments down to £20 a month (by £5 per monthly increments)....but, also like you, I am on an 18 month contract....one of my biggest regrets! So I am annoyed that by reading this O2 may not be able to downgrade me to the £15 a month that I thought I would.

I can't downgrade until this month, TBH, I want to cancel completely as I have an expensed mobile phone with my current job.

The only way I am aware of getting out of my contract is to pay the line rental until the end of the contract....some £400! Sorry, this is going off on a tangent, would love to also know if there is any loophole in getting out of phone contracts as I am on an expensive tarrif and rarely use it anymore!

AstarothCY

I asked what it would cost me to cancel the contract, and they said I would have to pay out the rest of the line rental. Surely there is a way to pay some sort of administrative fee and cancel the contract? Anyway them not letting customers downgrade after being promised they could is pure scam. Don't get me wrong, I'm overall a very happy O2 customer, I have never had any problems (well at least after I initially set the account up, they really messed up the number transfer). I am just very disappointed to see another good company fall into the profiteering corporate scam mentality.

funkysi

I wish there was! I'm venting my frustration here a little bit, but in their favour, they are upholding their part of the contract by providing the service....I just don't want it/need it anymore and wish there was something I could do. I thought there might be an admin charge as opposed to a HUGE bill for something I don't require anymore. I'm fed up up having £35+ coming out of my account every month.

Well, I hope you get an answer to your downgrade issue as it's something I want to know too!

hotkee

Well you can downgrade if you are coming to the end of the contract. Normally 11th month for 12 month contracts.
Never been on 18 month contract myself, but suspect you can downgrade probably between 15th and 17th if you are lucky.

Otherwise you agreed to a contract and a contract is a contract etc...!

dreamypuma

The first thing that needs clarifying in this post is: Carphone Warehouse o2 are different to o2 Customer services. There is a distinct difference between the level of service they offer. In fact CPW o2 or should I say CPW in general and their associated company's are widely known for their !!!! poor service.

The OP needs to check the T&C of what they have signed up to or find something from CPW which clearly states that a 9month downgrade was part and parcel of what was agreed.

As for the post about the cancelling a contract without without paying out of it (or reduced fee). This has always been they way with contracts and what you sign up to, the exact reason why it is called a contract. both parties have agreed to fullfil their side of the bargain in line with the criteria set out in the T&C's and literature. If it's not understood, don't enter into the agreement.

AstarothCY

There is really no question that I am allowed to downgrade after 9 months. This is confirmed with CPW/O2. The problem is that apparently there is no tariff for me to downgrade to, even though there actually is one.

dreamypuma

AstarothCY wrote: »

There is really no question that I am allowed to downgrade after 9 months. This is confirmed with CPW/O2. The problem is that apparently there is no tariff for me to downgrade to, even though there actually is one.

In which case I would write a letter of complaint to CPW, demonstrating with evidence that you have the right to downgrade.

Detail which tariff you want to downgrade to (that they offer, I say this because I think CPW o2 dont offer the full range of o2 tariffs)

Ask them if they are still of the opinion that you can not downgrade to this tariff, given your evidential right to downgrade, that you require a written explanation of their reasons.

Give them 14days to respond in writing, and send the letter recorded delivery.

If you don't receive a reasonable response or arrive at a deadlock, contact OFCOM

Avoid CPW in the future, they are a nightmare, and act as a middleman. I'm dealing with my GF's CPW o2 cancellation at the moment. They are just plain awkward. I've switched her to o2 Online, who are the exact opposite of CPW and offer fantastic service.

hieveryone

All pay monthly customers can downgrade tarriffs after 9 months, by one increment at a time. You used to be able to downgrade straight down i.e. from £35 straight down to £20 by paying the difference, but not any more. To the OP, I would suggest calling o2 customer services direct, we can access CPW accounts.

AstarothCY

hieveryone wrote: »

All pay monthly customers can downgrade tarriffs after 9 months, by one increment at a time. You used to be able to downgrade straight down i.e. from £35 straight down to £20 by paying the difference, but not any more. To the OP, I would suggest calling o2 customer services direct, we can access CPW accounts.

Thanks, can you give me a number I can call directly? When I call 202 I am told I need to call CPW O2 and don't get any options.

hieveryone

The long dial number for o2 customer service is 0870 600 3009, I don't have a non 08 number sorry

ETA: just noticed your a CPW since 2005, we *might* not have access to that account, but it's worth a try anyway! No idea why CPW wouldn't let you? Their customer service creates more work for me at times