o2 cpw disconnections address

dagger_meerkat

I am bit confused as regards to the address to which the disconnection letter should be sent.

I was told to send it to 1 Portal Avenue by email twice a month ago, and just today, after asking for a DRN, I was give the dunstable address.

Could anyone please shed some light on this? Thanks!

g33za

send to both (recorded), i did and it was eventually disconnected.

GASMAN2_3

I SENT IT TO THE FOLLOWING:

REFERENCE 1006
CARPHONE WAREHOUSE
P.O. BOX 4316
DUNSTABLE
LU5 5WG

cosmic_surfer

I've just this second been given the following address:

Disconnections
PO Box 345
Unit 19
Southampton
SO30 2NR

How can there be so many different addresses given out?!?

mobilejunkie

I was told to use the Dunstable one nealry one month ago - and did. Good old Royal Mail didn't bother getting a signature though.

emweaver

ive always cancelled over the phone, never written in

mobilejunkie

They refused that. Sure it was cpw O2 and not O2??

stedev

I was given:

[FONT=&quot]1007 CARPHONE WAREHOUSE
P.O. BOX 4316
DUNSTABLE
LU5 5WG[/FONT]

and was told I would receive a PAC number within 5 days.

Having waited 10 days I have just called and spent 30 mins on phone (fortunately using the 0800 0490049 freephone number) while the guy made a load of excuses, asked me for the recorded delivery number (why? except to prolong the contract upon denying its receipt) then tried to palm me off with a DRN number until I pointed this out.


Apparently the guy completed some form and I should receive the PAC via text in 72 hrs.

He said I should have been given the disconnections address in London as the Dunstable address is for redemptions.


There customer service is appalling

bebemutuk

I have been having the worst experience with Carphone warehouse o2.

All along, my account has been online, but to disconnect, i just cannot believe how painful it is.
When i saw their correspondence, I just couldn't wait to leave this crappy service provider.
An email they sent:

Dear Mr XXXXX

Thank you for your email.

I am sorry to hear that you may wish to end your contract with O2 and
The Carphone Warehouse.

I can confirm that the agreement and contract may be ended either by you
or us giving at least 30 days written notice as stated in the terms and
conditions of the contract.

We are unable to provide the disconnection address, and the Loyalty
advisor will be able to confirm the disconnection process and confirm
the correct address, please allow up to 72 working hours for the call
back offered in the previous email.

Alternatively please contact our Customer Loyalty Team on 0870 111 7200
option 3 to begin the process.

If you wish to transfer your number to another mobile network or service
provider, you will also need to request a Port Authorisation Code (PAC)
in your letter. Please discuss this with our Loyalty Advisor.

For further information on porting your number please visit:
http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.HELPINFO.HOTTOPICS.PORTING

$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
The service throughout was awful. I did not receive any notification of changes of their NGN charges.

I then received at least 10 calls from their loyalty team to get me to upgrade. In fact they are just P**$%%$ing people off big time. I just had to lie to them that I was leaving the country.

I'd rather pay some bit extra with another provider to avoid all that stress.

amf

A couple of weeks ago my wife sent her PAC request to the Southampton address above. Within a week or so she received a letter confirming the date for the end of the contract - no PAC. She called CS, pointing out the error, and received a PAC via text within 2-3 days.

mobilejunkie

babematuk:- This isn't news to me. However, although I'm no fan at ALL of the "regulatory" authorities in this instance it might be worth sending a copy of their letter to Ofcom highlighting their refusal (not just to you but to ALL customers) to give you the address to use (AND the "disconnection code required" in order for you/people to be ABLE to give notice IN GOOD TIME to terminate your contract. It is absolute atrocious they should act this way - and outrageous (and very stupid) to have confirmed it in writing. It just MIGHT prompt Ofcom to force them to end this practice, which is clearly designed to STOP you cancelling in good time and isn't followed by any other network. Further, I don't believe it is printed anywhere in the t&c (which are so small you'd struggle to read them even with a magnifying glass) that you need a "disconnection" code or have to wait until it's almost impossible to give notice in time to end the contract at 12 months.