MSE News: O2 to hike its prices by 2.7% - can you leave your contract penalty-free?

Earthworm

Does anyone know how their Refresh tariffs will be increased? Is the total monthly fee (handset/talkplan) going up or just the talk plan?

adelleda_

I received a reply from o2 this morning about the complaint I sent them regarding their price increase to their out of bundle services...

Not once in their reply was a mere mention of their out of bundle service price rises, and all I got was a load of quotes about their RPI price rise to fixed tariffs, which in my original complaint I said I'd accept! It was their out of bundle services I was quite clear I was unhappy about.

It wouldn't surprise me if the email I received was a generic template to be honest!

I will be forwarding everything to the Telecommunications Ombudsman :T

ChilliP2012

Earthworm wrote: »

Does anyone know how their Refresh tariffs will be increased? Is the total monthly fee (handset/talkplan) going up or just the talk plan?

I would imagine it's just the talk plan.

V_For_Verminator

adelleda_ wrote: »

I received a reply from o2 this morning about the complaint I sent them regarding their price increase to their out of bundle services...

Not once in their reply was a mere mention of their out of bundle service price rises, and all I got was a load of quotes about their RPI price rise to fixed tariffs, which in my original complaint I said I'd accept! It was their out of bundle services I was quite clear I was unhappy about.

It wouldn't surprise me if the email I received was a generic template to be honest!

I will be forwarding everything to the Telecommunications Ombudsman :T

They added a part to their first reply to me apologising for my waiting on hold - which is nice of them but isn't something I mentioned because it isn't something I have experienced!

As you say, generic template.

I rejected their explanation by email and demanded that I be rang by a complaints manager. I'll see how that goes before looking at the next step.

And I do get the feeling that they won't budge in spite of what I throw at them.

streather

V_For_Verminator wrote: »

And I do get the feeling that they won't budge in spite of what I throw at them.

Is that a wise choice for o2 to make? considering how many of us seem perfectly happy to take it as far as the telecommunications ombudsman if needed, and thats £300 a pop for o2.

ChilliP2012

streather wrote: »

Is that a wise choice for o2 to make? considering how many of us seem perfectly happy to take it as far as the telecommunications ombudsman if needed, and thats £300 a pop for o2.

True.

If I was to cancel my contract as it stands just now, I'd be looking at £200+ so what I don't get is O2's stance on "initially" refusing to cancel my contract following my first email to them, when O2 and myself know that if (and when) I take it to the ombudsmen it will cost them £300 a pop.

They are being a wee bit silly. I'll wait for their next response and depending on the outcome of that, then I'll ask for a letter of deadlock and take it to the ombudsmen.

GolfBravo

Unbelievable. Head in the sand.

In reply to my original complaint asking to terminate my contract early due to price increases (exercising my right under Ofcom GC 9.6) today I received a standard O2 template email talking about their infrastructure investments and other b/s and "We hope this provides you with an adequate explanation."

They are blatantly refusing to even respond to my complaint and request to terminate early without penalty.

I have just sent them another email asking for a deadlock letter within 7 days, and then I'm lodging an official Telecoms Ombudsman complaint.

davethorp

adelleda_ wrote: »

I received a reply from o2 this morning about the complaint I sent them regarding their price increase to their out of bundle services...

Not once in their reply was a mere mention of their out of bundle service price rises, and all I got was a load of quotes about their RPI price rise to fixed tariffs, which in my original complaint I said I'd accept! It was their out of bundle services I was quite clear I was unhappy about.

It wouldn't surprise me if the email I received was a generic template to be honest!

I will be forwarding everything to the Telecommunications Ombudsman :T

My original email to them wasn't even a complaint over the price rise. I still received a lengthy stock response of absolutely no relevance bar 11 words inserted at the end of the copy and pasted response

parrysite

I'm still yet to receive a reply from them, despite sending emails at pretty much the same time as everyone else...

NittyGritty

does it go anything like this....... if so then yup it prob is copy n paste, this is what my friend got when he complained, ( his complaint was also about out of bundles hikes) not RPI


I’m sorry you’re unhappy with the announcement about our price change. This
is in line with the Retail Price Index (RPI) inflation rate that was
announced on 14 January 2014.

As we said in the announcement, we want to give customers the best possible
service, for the best possible value. With the current Retail Price Index
(RPI) rate of inflation at 2.7%, the cost of everything is going up. As a
result, we’re adjusting the price of Pay Monthly Tariffs in line with RPI.

We're completely modernising our entire network and investing £1.5m every
day on replacing and upgrading equipment to ensure our 2G and 3G networks
continue to deliver the best experience for our customers. In just 5 months
our 4G network is live in 13 cities and over 120 surrounding towns giving
access to over 18 million people in the UK, that's 30% of the UK
population. In the last year, we’ve also launched O2 Refresh and we
continue to offer extras such as O2 Priority Moments, O2 Gurus, O2 Wifi and
O2 Recycle.

A price rise is never welcome but it is covered in your Pay Monthly Mobile
Agreement, which comply with applicable law and regulation. Ofcom’s recent
“fixed means fixed” guidance applies only to new contracts made after 23rd
January 2014 and the Terms and Conditions you agreed to when you signed up
stated that we are entitled to increase your monthly subscription charge by
no more than RPI and no more often than every 12 months. These terms are
compliant with the body of general consumer protection law. Our advertising
has also said ‘tariff prices may go up' since January 2013.

An increase of this kind doesn’t entitle you to end your agreement
mid-contract without paying the remaining months of your subscription. Your
termination charge would be approximately £424.
You’ll see the price increase from your March 2014 bill. Your tariff will
increase from £47.47 to £48.75


As you’re aware, from the 28th February some prices will also increase for
out-of-bundle calls/messages that are chargeable once you have used up your
free tariff allowance. These include: UK voice calls from 35p a minute to
40p a minute; texts from 12p to 15p. We are also increasing charges for
some additional services such as MMS from 35p to 40p, and International
call charges – as below:






| NOW | From 1 March
| | 2014

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Ireland | 20p | 30p

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Europe (EU) | 40p | 60p

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Turkey, Albania, | 50p | 80p
Serbia, Croatia, | |
Bosnia, | |
Macedonia, | |
Montenegro, | |
Algeria, Libya, | |
Morocco, Tunisia | |

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USA / Canada | 40p | 60p

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Australia, | 60p | 80p
Christmas Island, | |
Cocos Islands, | |
Hong Kong, | |
Malaysia, New | |
Zealand, | |
Singapore, South | |
Africa, Tokelau | |

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Zone 6 - Rest of | £1.0 | £1.20
World | 0 |










Our Terms and Conditions have always stated that charges outside your
monthly subscription charges and for additional services are subject to
change. We also explain what such changes might mean for you.


There’s more information about this on our website: www.o2.co.uk/prices.

We hope this provides you with an adequate explanation.

Kind regards




Hayley Cooper
Complaint Review Service