O2 broadband sudden bill - help :(

rkb1982

Hi guys, I'm hoping you'd be able to tell me what my options are here. I moved house a number of years ago and I found out recently (due to calling them about their broadband service) that although I had been receiving broadband and using it fine, O2 had never actually been charging me. Now, I admit I should've checked my bank statements, but I genuinely did not realise.

Now they're trying to hit me with a massive bill which they're expecting me to pay off all in one go, which I can't afford to pay. It's causing me sleepless nights as I'm worried that for the first time in 13 years (since I was able to have credit) that this is going to affect my credit rating.

Of course I have some responsibility to check my statements, but are O2 not liable here for maladministration? I think it's disgusting that as a result of their error, there are trying to recoup the costs without thinking about what effect this could have on the consumer.

What can I do? Thanks in advance.

macman

I'm unclear if this is an ongoing service, or an old contract that ceased when you moved. How many years ago? If it's more than 6 years then the debt may be time-expired.
If not, you are still liable, but you should be able to negotiate payback over a reasonable period, not all in one hit. As you say, the error is on both sides.
You have of course enjoyed several years of an interest free loan.

bod1467

As above, whilst they can try and hit you with a one-off bill, you can refuse and propose a staged-repayments plan. (After all, O2 share the majority of the blame here - if you had an active direct debit whilst you were using their service, then their failure to take payments is their fault not yours; you made arrangements for payment per their instructions). If it went to court (which O2 would need to do the force you to pay) then the judge would most-likely view your proposal as reasonable and enforce it ... you would also be unlikely to incur any costs for such action.

Quentin

Although ultimately you will have to pay what you owe, ease the pain by taking full advantage of their generous bribes currently being paid to encourage us to stay with them another year. (Free bb for a year + £200 mobile phone credit + £100 M + S vouchers)

See this thread: https://forums.moneysavingexpert.com/discussion/2005333