O2 - No service - No refund

Jonno71

Sorry for the following rant.

From Thursday of last week until early this morning, in my postcode area I have had no O2 service due to a transmitter problem. O2 have acknowledged this. I was unable to send/receive phone calls, texts, no internet or 3G reception on my iPhone4. After a number of calls to O2, and a number of "other" excuses such as "your phone must be faulty" and "your sim card must be faulty", they came to the conclusion from a postcode search that it was indeed the transmitter.

As my phone was down for 5 days, and as a PAYG customer, I asked for a refund on the 5 days I was unable to use my phone. They said that as I was a PAYG customer, they could not give me a refund, but stated that 50 mins of talk was added to my account as a way of an apology. Even though I told them I would not except it because, as I saw it, it was O2's way of getting out of a refund for loss of service, they said it was done and now on my account, even though I had stated I was not to except it. But they argued, politely, that they couldn't and wouldn't give me a refund for the 5 days loss and that the 50 minutes of calls was a generous "alternative".

Do I have ground to take the matter further and demand a refund for those 5 days without service? Afterall, even as I am on PAYG, I have already paid for those days.

stugib

Jonno71 wrote: »

Afterall, even as I am on PAYG, I have already paid for those days.

By definition you haven't, unless you have a time-limited credit.

Silk

Jonno71 wrote: »

Do I have ground to take the matter further and demand a refund for those 5 days without service? Afterall, even as I am on PAYG, I have already paid for those days.

Hi Jonno,
The 5 days without service is a pain I can imagine but it does not cost you anything for the 5 days as you don't pay for coverage or to receive calls .....if you were out of credit and had a signal you would still be able to get calls.
I think the offer from O2 is a reasonable one myself

JJ_Egan

Do I have ground to take the matter further and demand a refund for those 5 days without service? Afterall, even as I am on PAYG, I have already paid for those days.

No grounds for a refund and particular for a service you have not paid for . You pay for the service if you use it only on PAYG .
Unless you have bill for those days .

jje

Wintermute

Sounds fair enough to me, you're not paying line rental so you've not been charged for days you've been unable to use the phone, on top of that it's a mobile phone, if you travelled about 1km outside your local area then the chances are you're going to be able to use your phone so it's not something they have to give you, it's something you've been given as a goodwill gesture.

[Deleted User]

technically you should be getting nothing, you have not paid for advance timed usage. they never guaranteed a 100% location uptime at home.

so basically, speak to a manager put you rather holey case forware and get laughed at

cheatthecheatingcheaters

I reckon you're entitled to a refund. But I also reckon you'll never get it, and you'll tie yourself in knots ringing and ringing them, writing emails and arguing. It's just not worth it.

JJ_Egan

I reckon you're entitled to a refund

Thats good refund = pay back of money paid .
USER DID NOT PAY ANY MONEY .

jje