I feel like o2 have tried to rip me off!!

Makavelli

Ignored calls from o2 all last week, my 24 month £45 iPhone tarrif expired on 13/8 and I knew they would come knocking - not least to try and get me off the unlimited data allowance I currently enjoy!

Anyway, finally took the call, this guy called James from the 'outbound team' offered me "exactly the same deals as I am currently on" barring dropping down to 600 minutes any network but with 500 o2 minutes for £27. I asked whether I would still get the unlimited data and whether it would mean me starting a new contract, his reply was it would be the same contract, same unlimited data. I told him I'd think about it.

I called customer services a bit later as it seemed like a good deal and I was prepared to sign up for it. The cs rep told me that it WAS a new contract, a 30 day rolling simplicity deal which would give me just 500mb of data. They also told me that I would have to end my contract if I wanted a new handset, no upgrades any more!

I requested a copy of my t&c from when I signed my contract and after attempting some spoiling tactics they hung up on me!!
I have been waiting for 24 hours for James to call me back to explain his deal but nothing yet.

Have o2 got something to hide with my t&c, should I be able to upgrade the handset and roll my current contract on, are they attempting to use underhand tactics to remove people from unlimited data plans?

I want to stay on unlimited, will I have to pay full price for the new handset to do this?

Thanks, in advance, for an help.

mrochester

Makavelli wrote: »

Ignored calls from o2 all last week, my 24 month £45 iPhone tarrif expired on 13/8 and I knew they would come knocking - not least to try and get me off the unlimited data allowance I currently enjoy!

Anyway, finally took the call, this guy called James from the 'outbound team' offered me "exactly the same deals as I am currently on" barring dropping down to 600 minutes any network but with 500 o2 minutes for £27. I asked whether I would still get the unlimited data and whether it would mean me starting a new contract, his reply was it would be the same contract, same unlimited data. I told him I'd think about it.

I called customer services a bit later as it seemed like a good deal and I was prepared to sign up for it. The cs rep told me that it WAS a new contract, a 30 day rolling simplicity deal which would give me just 500mb of data. They also told me that I would have to end my contract if I wanted a new handset, no upgrades any more!

I requested a copy of my t&c from when I signed my contract and after attempting some spoiling tactics they hung up on me!!
I have been waiting for 24 hours for James to call me back to explain his deal but nothing yet.

Have o2 got something to hide with my t&c, should I be able to upgrade the handset and roll my current contract on, are they attempting to use underhand tactics to remove people from unlimited data plans?

I want to stay on unlimited, will I have to pay full price for the new handset to do this?

Thanks, in advance, for an help.

Really, it's between you and O2 to negotiate a deal. O2 are under no obligation to let you stay on the same contract terms if/when you decide to upgrade. To keep the unlimited data portion of your tariff you either need to continue as you are without an upgrade on a rolling contract, or attempt to negotiate a deal with them where you can upgrade and keep the unlimited data. However, they may simply not be prepared to make a deal with you if you insist on keeping the unlimited data portion of the contract.

Bangton

In some companies there is a difference between what the outbound team offer and what the Customer Services team can do (take it from someone who knows!). Outbound teams generally are privvy to the best deals as their aim (and bonuses!) are based on retaining customers. If you have asked for time to think about it I would expect to wait 72hrs for a callback from outbound as they cannot be seen to be pushing you into a decision. Also if it was me...the fact you have ignored numerous calls would make me think you weren't that interested in coming to a deal.

Why are you so adament that they want to remove your unlimited data usage? You have ignored calls based on the fact you believed they would want to remove this from you...? Obtaining your T&Cs will refer to the sale and 24 month contract you have with o2 ..it will detail charges and all the rest of it but I doubt you are going to find a statement telling you they faithfully promise not to remove your unlimited data!

Why not wait for a callback...if you don't get it and have no joy with Customer Service...leave..simple as that!

essexman77

You could always go paygo with GiffGaff 10 pounds month unlimted 200 voice minutes internet plus calls to free phone numbers free it piggy backs off the 02 network so same coverage.

smartphone

The difference, (I think!) in this case, is that the Outbound team is sales based, whereas the customer services would aim more for retention. The outbound team would have a list of data of nearly expired or expired contracts, with the aim of getting customers on to a preferred tariff, preferred in this case would be what O2 want you to be on. I would think your best bet here would be to request your PAC code, then O2 will have to "show their hand" and go through the retention team who have the scope to try and keep you with them and will probably have more to play with. If they still don't offer unlimited data, you would probably be better trying elsewhere (if you want a new handset that is).

DUTR

Makavelli wrote: »

Ignored calls from o2 all last week, my 24 month £45 iPhone tarrif expired on 13/8 and I knew they would come knocking - not least to try and get me off the unlimited data allowance I currently enjoy!

Anyway, finally took the call, this guy called James from the 'outbound team' offered me "exactly the same deals as I am currently on" barring dropping down to 600 minutes any network but with 500 o2 minutes for £27. I asked whether I would still get the unlimited data and whether it would mean me starting a new contract, his reply was it would be the same contract, same unlimited data. I told him I'd think about it.

I called customer services a bit later as it seemed like a good deal and I was prepared to sign up for it. The cs rep told me that it WAS a new contract, a 30 day rolling simplicity deal which would give me just 500mb of data. They also told me that I would have to end my contract if I wanted a new handset, no upgrades any more!

I requested a copy of my t&c from when I signed my contract and after attempting some spoiling tactics they hung up on me!!
I have been waiting for 24 hours for James to call me back to explain his deal but nothing yet.

Have o2 got something to hide with my t&c, should I be able to upgrade the handset and roll my current contract on, are they attempting to use underhand tactics to remove people from unlimited data plans?

I want to stay on unlimited, will I have to pay full price for the new handset to do this?

Thanks, in advance, for an help.

Nothing wrong with doing this, only the budget or lower cost handsets are worth going on a contract for, the higher ones it is better to be sim only and purchase the handset outright. O2 did not hold a gun at your head and if you leave they wont close down, so don't think anybody is going to call you or knock at your door with a great deal uniquely for you.

Makavelli

Thanks for all your replies. I guess because it was such a long Post I failed to make my point.
My biggest Problem with this is that this James guy tried to get me to sign a new contract whilst lying about the terms of that contract. I don't expect any special deals or treatment, just to be treated fairly and in line with the way I have always been treated. Just because I am on a contract O2 don't want me on doesn't give them the right to bully or deceive me off it, in my opinion.

DUTR

Makavelli wrote: »

Thanks for all your replies. I guess because it was such a long Post I failed to make my point.
My biggest Problem with this is that this James guy tried to get me to sign a new c

They will do, the practice is not unique to O2, retention deals are hardly if ever better than what you can walk along the high street and achieve.

Makavelli

Bangton wrote: »

In some companies there is a difference between what the outbound team offer and what the Customer Services team can do (take it from someone who knows!). Outbound teams generally are privvy to the best deals as their aim (and bonuses!) are based on retaining customers. If you have asked for time to think about it I would expect to wait 72hrs for a callback from outbound as they cannot be seen to be pushing you into a decision. Also if it was me...the fact you have ignored numerous calls would make me think you weren't that interested in coming to a deal.

Why are you so adament that they want to remove your unlimited data usage? You have ignored calls based on the fact you believed they would want to remove this from you...? Obtaining your T&Cs will refer to the sale and 24 month contract you have with o2 ..it will detail charges and all the rest of it but I doubt you are going to find a statement telling you they faithfully promise not to remove your unlimited data!

Why not wait for a callback...if you don't get it and have no joy with Customer Service...leave..simple as that!

Hi Bangton, thanks for your reply.
I was told that I would not be allowed to stay on an unlimited data allowance if I upgraded the handset, James also said that I would be throttled and always have been at 500mb ( I have never noticed this) and that O2 wouldn't have made me aware of it but he is now because he wants to look after me. I have always been allowed to upgrade my handset in the past whilst extending my contract for an additional period, now it seems upgrading has disappeared and all I am offered os the opportunity to start a new contract whilst keeping my number.

Makavelli

DUTR wrote: »

They will do, the practice is not unique to O2, retention deals are hardly if ever better than what you can walk along the high street and achieve.

Another bit of spiel from James "we're not interested in new customers any more, we want to make sure we look after our existing customers". I don't mind a bit Of sales patter, but I feel this guy was trying to cheat me out of my current contract. Which can't be right?

DUTR

Makavelli wrote: »

Another bit of spiel from James "we're not interested in new customers any more, we want to make sure we look after our existing customers". I don't mind a bit Of sales patter, but I feel this guy was trying to cheat me out of my current contract. Which can't be right?

Partly it's beleiving what you want to believe, of course they are interested in new customers and they are also interested in retaining existing customers, some people 'sucker' for the feel good factor and are gullible to retention deals 18 month contracts were bad enough but 24 bites the biscuit, often it is more prudent to work up to a im free handset and sim only contract, if a new deal comes out which suits you , then you can jump ship at 30 days notice. :j