Problems with O2, need help calculating compo.

kidtechnical

Hi all,
I have been having problems with O2 since November. Basically my phone suddently stopped sending texts, then started, then stopped & it's been like that since then. They decided that the best action would be to replace the SIM as mines is over 3 yrs old. They thought it was too old to handle MMS (even though I've sent & received MMS with it!). They wanted to send me a new SIM & if that didn't do the trick then we'd see if the phone was the problem.
I have made countless numbers of calls to their customer service when SIM hasn't been received. After the 1st went AWOL I asked them to send a SIM recorded delivery or special delivery to make sure I got it. They said they couldn't do that, even though I pointed out special delivery costs less than the 4 lost SIMS they say they've sent.

Since November I also have problems with my bill. I have 400 minutes a month, but a couple of bills have come in where I've used less than this, but still been charged for calls. I've called a couple of times, first speaking to a girl who said she'd look into it, kept me on hold for 10 minutes then hung up on me! I emailed them telling them to call me back as they'd obviously hung up, but never received a reply to the email. So called, insisted I speak to a manager, got a team leader, who promised she would get a SIM to me, give me a months free line rental as compensation and have my bills recalculated to make sure there were no errors. She promised to call me the next day, but, surprise surprise, never heard from her, or received recalculated bills or free line rental again! I did tell her at the time that I didn't want compensated as I wasn't sure 1 months free line rental was adequate and I'd rather discuss compo AFTER problem was rectified.

I've been in touch with Consumer Direct, who told me to send a recorded delivery letter telling O2 to send me a new SIM within 10 days or I would cancel my contract. I also stated that regardless of whether SIM was received or not I wanted compensated. I never got a reply, call nor SIM after sending this letter, so Consumer Direct have passed my details on to Trading Standards.

I'm on the 02 200 package (200 minutes anytime, 50 inclusive texts), double bundles for 6 months, 100 free texts for a year. I recently signed up to a thing were you get free txt between 6 - 7 pm. My gripe is this, I am paying monthly line rental for a service I cannot use (my SMS work sporadically, sometimes don't work for days at a time or stops working mid 'conversation' so I have to call!). I am also unable to use the double bundle & free txts which were an insentive for keeping my contract with O2 back in Sept.

I'm actually relieved O2 didn't send my SIM cos I really don't want to give them another penny of my cash & will NEVER do business with them again - their customer service is hopeless. But now I'm at the point were I'll cancel my contract I have NO IDEA how to work out what is adequate compensation. Will someone at trading standards be able to do this for me? Or do I have to work something out? I know I wan't all of the 0870 calls to them refunded, cos I've paid for customer service I didn't receive, but does anyone have any ideas on how I can work out fair compensation?

To summarise:
O2 200 (200 minutes anytime, 50 txts, double bundles for 6 months ( should have started Sept when I upgraded, actually kicked in later than this cos they promised this stuff, but then just set me up on regular o2 200!) + 100 free txts per month for 12 months. My monthly charge is 25.53 (before vat)

HELP

andy88_2

I'm confused by your description of your contract on the adjacent thread. Is it arranged by O2 or Phones4U?

MissG_2

What type of phone do you have?

What is the colour of your sim card?

Have you tried to do a dry wipe of the sim card and connections? (meaning wipe with a dry teatowel or similar cloth and then replace).

How many sim cards have been sent to you?

How old is the sim card?

Regards

Kelly

Mobicate

This has nothing to do with the SIM

there is a compatibility issue with thye K700I and the O2 network... FACT!

Who do you pay your bills to?

O2 directly?

kidtechnical

andy88 wrote:

I'm confused by your description of your contract on the adjacent thread. Is it arranged by O2 or Phones4U?

Sorry, my contract is currently with o2, taken out with o2 over the phone.

kidtechnical

MissG wrote:

What type of phone do you have?

What is the colour of your sim card?

Have you tried to do a dry wipe of the sim card and connections? (meaning wipe with a dry teatowel or similar cloth and then replace).

How many sim cards have been sent to you?

How old is the sim card?

Regards

Kelly

Sim is blue.

I have tried everything with the sim, wiped it, wiped phone, put it in another phone (seems to work), put another sim in the phone (also seems to work).

O2 say they have sent 4

Sim is 3.5 yrs old.

kidtechnical

Mobicate wrote:

This has nothing to do with the SIM

there is a compatibility issue with thye K700I and the O2 network... FACT!

Who do you pay your bills to?

O2 directly?

What is the K700I?

I pay bills direct to O2 by direct debit.

I have a Motorola v600, but from other threads I've read, I think the problem may be the phone. However, when I called O2 originally to discuss problem the suggested the SIM was the problem & we should check that out before investigating the phone. However 4 months later (eck!) and still having problems and O2 are proving to be as much use as a chocolate fireguard. I just want out now! My problem now is calculating how much of my monthly subscription is due back to me for the service I've been unable to use.

Mobicate

They are FULLY aware the K700i is having compatibility issues with the network

your phone and sim are fine... if you put different sim eg tmob sim it would work fine, sim in diff phone would also be fine!

I think you will really have to push them for compensation. working within the industry you will be very lucky to get anything... Thats just from experience!

I have done many exchanges for o2 customers (changing their handsets) midway through the contract to resolve the problem... not for o2 direct customers though... Get on the phone and escalate the call to a manager as the monkeys you are speaking to doesnt have a clue... when you get a manager on the phone get them to find out what the problem is and tell them you want timescales as it been going on FAR TOO LONG!

andy88_2

You didn't move home in the last 3 years? 2 depts of Orange were trying to correspond wih me in 2 different places

MissG_2

Can i ask do you have a copy of the dispatch note?

Did you get the phone from O2 direct or was it a third party company?

Where are you up to with customer service?

Was this an upgrade or brand new connection?

Do you still have the box and accesories?

Regards

Kelly

kidtechnical

MissG wrote:

Can i ask do you have a copy of the dispatch note?

Did you get the phone from O2 direct or was it a third party company?

Where are you up to with customer service?

Was this an upgrade or brand new connection?

Do you still have the box and accesories?

Regards

Kelly

I don't think I have the despatch note, from memory only told me the make & model of the phone & that there was no charge.

I got the phone direct from O2

The highest person I could get when I called was team leader, as my original post says, she made all kinds of promises but I never heard from her again!

This was an upgrade, I've been an O2 customer for 3.5 yrs.

I still have the box & accessories intstruction booklets etc.