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

NittyGritty

as anyone actually taken 02 to CISAS, using the out of bundle hikes? if so what kind of responces have you had? if any yet

Lifes_Grand_Plan

AlwaysConfused wrote: »

The Ombudsmen are refusing to look into it as they consider it to be a 'commercial decision'...

Let us know if you have better luck.

PS. I think Three still charge roaming fees on PAYG, may be worth double checking before you get out there

What nonsense.... surely every decision a company makes is a commercial one. If they decide to double the cost of my line rental one day, it wouldn't be "just for fun" it would be for commercial reasons (i.e. earn them more cash)..... so how can they not review "commercial decisions"... do they not review anything at all in that case?

Can you appeal it?

thedon

NittyGritty wrote: »

as anyone actually taken 02 to CISAS, using the out of bundle hikes? if so what kind of responces have you had? if any yet

Telefonica o2 arent covered by CISAS, you have to use the telecommunications Ombudsman: http://consumers.ofcom.org.uk/2009/12/adr-schemes/ (link approx 4/5 down the page)

NittyGritty

thedon wrote: »

Telefonica o2 arent covered by CISAS, you have to use the telecommunications Ombudsman: http://consumers.ofcom.org.uk/2009/12/adr-schemes/ (link approx 4/5 down the page)

yeah sorry my bad, I was thinking of CISAS when I took tmobile and won with them.
your right tho.
just wondered if anyone had taken it further and what if any responces they have had.
its certainly worth a go, you wont lose anything by doing it. should people decide to do complain

wizzywig27

I got a response this morning:

Thanks for your email requesting a deadlock letter and your next email requesting release from your contract in relation to price rises other than the monthly subscription charge. I’m sorry for the delay in replying.

As your contracted started before the 23 January 2014, it allows us to apply a yearly price rise by no more than RPI, which means an additional charge of £0.97 on your monthly subscription. This part of the contract, stating that prices can increase, was set out both in your contract and in your summary terms.

The increase in charges outside of your inclusive allowance is also not a reason to release you from your contract without penalty.

The Terms and Conditions state:

5.3 You can end this Agreement without having to pay the Monthly Subscription Charges up to the end of any Minimum Period you have left, if: (a) we notify you of an increase to your Monthly Subscription Charges by more than the published Retail Price Index (RPI) annual inflation rate at the date we announce the applicable price increase; or (b) we increase any of our Charges (apart from for Additional Services) in a way that such increase would have increased your total bill for the immediately previous month by more than 10% (if the increase(s) had applied for the whole of that month).

You have no usage charges on your bill and therefore the price changes would not have increased your bill by more than 10%.

This is our final position on the matter. Unfortunately, your complaint about the price rise does not fall within the independent Ombudsman’s remit. If you have any other concerns that you feel we have not been able to resolve for you, or you wish to clarify the Ombudsman’s position, you can contact them on the details below for further advice:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614

streather

At least o2 are replying to you guys, still waiting for acknowledgement of them even receiving my email.

AlwaysConfused

Lifes_Grand_Plan wrote: »

What nonsense.... surely every decision a company makes is a commercial one. If they decide to double the cost of my line rental one day, it wouldn't be "just for fun" it would be for commercial reasons (i.e. earn them more cash)..... so how can they not review "commercial decisions"... do they not review anything at all in that case?

Can you appeal it?

pretty much what I thought (though not so polite). I've asked for clarification but I'm not holding my breath. I suspect they don't want to deal with it so may be using a nice little get out which can mean whatever they please

oldharryrocks

thedon wrote: »

Oh dear, I thought the "feel at home" service allowed free roaming in the US?: http://blog.three.co.uk/2013/12/04/feel-at-home-now-includes-the-us-of-a/
Have I misunderstood this?
Thanks
Jim

It does subject to the usual t&c.

GolfBravo

Isn't their "get out" contrary to Ofcom General Condition 9.6?

Ofcom guidance:
Ofcom is likely to regard any increase to the recurring monthly subscription charge in a fixed-term contract as ‘materially detrimental’ to consumers; providers should therefore give consumers at least 30 days’ notice of any such price rise and allow them to exit their contract without penalty;
Although the Guidance Ofcom is issuing today does not apply to non-subscription prices, any increases to these prices will still remain subject to Ofcom’s General Conditions (including General Condition 9.6) and the relevant consumer legislation.

I'm complaining to the Ombudsman as soon as my O2 F/U "deadlock letter/email" arrives.

parrysite

What exactly is a deadlock letter?? As O2 have basically said 'fine, go to the Ombudsman, we don't care.'

Thanks for your email.

I fully understand the points you made in the original email. I’ve apologised for this and explained regarding feedback.

An increase of this kind does not entitle you to end your airtime agreement mid-contract without paying the remaining months of your subscription. As your contracted started before the 23 January 2014, it allows us to apply a yearly price rise by no more than RPI, which means an additional charge on your monthly subscription. This part of the contract, stating that prices can increase, was set out both in your contract and in your summary terms.

Also the iPhone 5 has never been advertised or launched as a 4G compatible product. When the iPhone 5 was launched we even made a 4G promise as it wasn’t a 4G product.

The promise said: Customers who bought an iPhone 5 from O2 between September and 31 March 2013 can upgrade during their contract to get their hands on a new phone any time they want.
Not only that, we'll help you fast track the process and make it even more affordable to upgrade by chipping in 25% of the cost of your remaining line rental.
Plus as we offer the best prices on O2 Recycle with a price match guarantee you could get up to £280 when you recycle your iPhone 5.
How it works
It's easy. Whenever you're ready to pick your new phone we'll discount 25% off your remaining line rental charges.
Plus as we offer the best prices on O2 Recycle with a price match guarantee and you could get up to £280 when you recycle your iPhone 5 depending on your model.

We are fully aware of the ombudsman charges and this doesn’t change our position. All your emails have been attached to your case. If the ombudsman need anything further from us then they will request this at the time.

Kind regards

Jodie Moakes | Telef!nica UK Limit