Uprading online with O2 issue!

R&C

My husband has been with O2 for seven years. Everytime his phone is due for an upgrade he rings up and barters the amount. Last year he was getting the online 35 deal for £20 p/m including a phone. This year he was told he could upgrade online, 'great' he thought and went ahead. He chose a phone, and was asked if he'd like to stay on the same tariff. Not realising the 'same tariff' meant the £35 per month tariff. There was no mention of the monthly cost anywhere. 30 days later and his bill arrives and he's been charged £35. He rung up to say that he assumed the same tarriff meant his current £20 p/m but they won't budge and since he's out of the 14 day cool off period we can't cancel.

I know my husband has been incredibly silly and should've realised but do we have anything to go on based on the fact that through the whole process no monthly price was actually stated, so it's quite easy to assume that when they say current tariff it means what you are currently paying? Their argument is that the names of the tariffs relate to the monthly cost - online 35 = £35 per month. We never upgrade online so wouldn't have know that to be quite honest! This is going to cost us an extra £270 over 18 months so i'm not happy!

MRC_2

The last deal of 20pm was only a deal for the duration of the contract, once that finishes it reverts back to the original price. As you took it out online, you've agreed to go back on the original price for a further 18 months. There wouldn't be anything that they could do now as like you say, it's too late now.

R&C

Thanks MRC, my point really is that we have never upgraded online before, so the term 'online 35' means nothing to us, and we certainly weren't aware that the 35 related to £35 p/m. Yes, I guess my H was probably daft for not remembering that 18 months ago he signed up for a contract that had £15 off, but surely womewhere online, during the upgrading form, it should actively point out that 'online 35' means you'll be paying £35 per month? Or than any previous discounts won't count anymore?

Hey ho, you live and learn don't you!