Cancelling O2 Contract

yummy_earwigs

I've been with o2 for a good 3 or 4 years now and I've never had any problems with them. Whenever my contract has run out, I've phoned them, told them I want to leave and been offered some great deals which I've accepted.

However, with my contract running out at the beginning of June, I've just tried this again. I looked up my upgrade options, wasn't happy with them so asked to speak to the cancellation department to get my PAC.

To my amazement they didn't even try to get me to stay. He asked why I wanted to leave, I said I had found a better deal elsewhere and he replied "yes I know we can be beaten on some deals at the moment. I'll get your PAC sent out to you in the next 24 hours" So that backfired!

This seems a bit odd to me, surely given the amount of money I've spent with them they should have at least tried to get me to stay. Has anyone else experienced anything similar?

OneADay

They are like that at the moment - maybe its a case of time and staff, spend half an hour trying to keep one customer or just deal with the many new ones.

timberflake

OneADay wrote: »

They are like that at the moment - maybe its a case of time and staff, spend half an hour trying to keep one customer or just deal with the many new ones.

Long gone are the days when you will be offered an amazing deal to stay. They have no duty to try and keep you, you said you wanted to leave and they let you, surely thats good service?...........Unless you were only bluffing to try and get a better deal

bairn7

o2 dont seem to be making an effort to keep customers anymore. When my contract was coming to an end I called them up saying that I had found an offer (actually two different companies offering the same phone/minutes/txts for the same price) and that if 02 can match it, I'd like to stay because I was a happy customer. O2 point blank refused to match the price (which was not an unreasonable price). So I left. Shame.

Niv

Woah hang on guys. I just re-newed/ upgraded my O2 phone contract but instead of going through O2 I went to carphone wharehouse. I got a new phone (LG kookie) and a laptop, plus unlimited texts and 900minutes for £35pm with an option to go to £30 after 9 months. Compared to the £20pm I had for 200mins and 200texts.

Couple of days ago I got a letter from O2 saying thanks for renewing, so go to the middle man for your O2 upgrade!!

edit: wife upgraded too and went for the ps3 option, shes happy !

nomoneytoday

Same here. I'm not worth enough as a customer to retain, so o2 said, "here's your PAC code"...

Rev

There's a huge thread about o2 retentions. A lot of people are getting the same.

I've been with o2 about 8-9 years now, last contract was 600 mins, 1000txt, free o2 to o2 for £20 a month. This time around the best I could get was 600 mins, 500txt and free o2 to o2 for £28, and that was only if I took a refurbished iPhone, any other handset and it was minimum £35.

I didn't really have much choice but to take that because my whole family are on 02 and I use about 900 o2 to o2 mins a month, so for me, it was an okay deal. But pretty poor considering previous deals.

sallymp

My contract ends on 12 June so can upgrade from tomorrow. Called 02 on Saturday and the very helpful advisor told me I couldn't upgrade until 12 May because I'm not a valued customer. That's after 7 years and an average of £45 spend a month. I asked about customer loyalty and was told they're not bothered about loyalty but about "turning customers into fans". I explained that I would be looking for a new job if my employer expected me to say phrases like that. I asked to be put through to cancellations and he refused to put me through and cut me off!
I called back and went straight through to cancellations and after speaking to another helpful advisor finally got through to a manager. She apologised and said i could of course upgrade early. She offered me an iphone on the same deal they would offer a new customer AND I would have to pay £11 to buy my self out of the rest of my contract as they would start a new contract for me.

As you can imagine I declined their kind offer. I'm waiting until tomorrow to call again and unless they offer me a puppy, a parade and a day out at the zoo, I will cancel, taking my OH, mother & father with me. They're all with o2 so we could take advantage free calls.

Niv

Like I said above. You can stay with O2 by simply going to carphone whaerehouse to upgrade and not going to O2 direct (as its convienient to you, with firlends and family). It doenst hurt to enquire before you cancle, you keep your number and everything, its so easy I was quite surprised. I hisotically have always previously upgraded with O2 store directly (been a customer since btcellnet, 1997 maybe)

reehsetin

thought I'd struggle to get anything, contracts up next month but just called them to check the date (next week I need to give notice), they asked why I wanted to cancel I said to get a cheaper deal on another network and he said "don't rush into changing networks yet, call us back next week and we'll see if we can match your deal for you"
will report back next week

Chimpofdoom

reehsetin wrote: »

thought I'd struggle to get anything, contracts up next month but just called them to check the date (next week I need to give notice), they asked why I wanted to cancel I said to get a cheaper deal on another network and he said "don't rush into changing networks yet, call us back next week and we'll see if we can match your deal for you"
will report back next week

Hmm interesting.. whats so fancy about next week? When do they release their 1st quarter results?!