Switched O2 BB package, 12 month contract restarted. Is this right?

shelby_forthright

I was having problems with my "O2 wireless box" router which, after numerous calls to customer support, I was led to believe was restarting because of noise on my line. The solution offered by CS was effectively to lower my download speed in order to stabilise the line. I've since determined that noise isn't the issue but in any case I went with this solution.

I was on the medium package which offers broadband speed up to 16 Megs. After a few weeks of the lower speed I decided that as I was receiving a download speed of 11Mbps which is only a few megs faster than the basic package, I'd switch to that instead and save a few pounds.

The thing is, once I switched and looked at my account page I realised my contract had been renewed for another 12 months. In the end I'd be quite happy to stay with O2 for that length of time but I can't find anything to do with this in the T&Cs and probably wouldn't have switched packages had I known I'd be tied to a new contract. So I'm wondering, is this standard procedure?

macman

If noise was the issue, then you would need to speak to BT (or your line rental supplier) to fix the line problem. Then your sped might be increased. o2 cannot resolve line noise issues.

BT_company_representative

shelby_forthright,

Just wanted to confirm as macman has said, if your telephone line is with BT I can get it checked for any problem or fault. Just drop me a PM if you'd like me to check it out.

All the best,
Stephanie
BT Support