What are my rights change of contract without notfication

mashoodp

Hi Please read the below conversation with my phone provided , please note the canned response from them without no concern whatsover of the customers plight , Want to know what are my rights here and how can I make them pay?

===

info: at 17:45:22
Welcome to O2. Someone will be with you soon.
info: at 17:45:25
You're through to 'O2 : Subu'
O2 : Subu: at 17:45:32
Hi, I'm Subu from the O2 Complaints Support Team. How may I help you today?
Mashood: at 17:45:54
My number is 078******** I have an old contract with the above number and my main reason for
keeping this was because it contained an unlimited internet access bolt on package. My complaint is at no
point in time had O2 communicated with me that there is a fair usage policy in place. I have just found this
out at great inconvenience while I am away from home that there is a 4GB cap on my internet by talking
to O2 chat support. If O2 wants to pursue a fair usage policy that's fine but they should at least have the
courtesy to drop a text or email telling customer about this when they put this in place especially
customers like myself who have been with o2 for the past nine years and always paid the bill without any
default. I want my inter reinstate with immediate effect as I need to have my emails on the go.
O2 : Subu: at 17:48:15
Mashood, I'm sorry that you're not able to use Internet. I'd like to inform you that we don't inform our
customers' about fair usage policy in advance as the details are available on your website.
O2 : Subu: at 17:48:16
However, I'll check your account details and do my best to help you out.
O2 : Subu: at 17:48:25
Can I please get your full name?
Mashood: at 17:48:41
Mashood ******
O2 : Subu: at 17:49:03
Many thanks for confirming your details to me. I need to verify your account details.
O2 : Subu: at 17:49:27
Can I please get last 2 characters of your security answer?
Mashood: at 17:49:32
**
O2 : Subu: at 17:49:43
Perfect!
O2 : Subu: at 17:50:56
I can see that you've used 4GB and that's the reason we've barred your data services and you'll get your
data next month. I'd suggest you to please use WiFi to access your emails.
Mashood: at 17:51:29
I am away from home at the moment and do not have WIFI
Mashood: at 17:51:51
can you please put on a temporary bolt on internet access to my account
O2 : Subu: at 17:53:15
I thought to put a data Bolt On when our chat started however, there is no option to add one off data as
you're on unlimited data Bolt On. There is not one off data Bolt On on your account.
Mashood: at 17:53:54
well if there is a cap then it is not unlimited is it?
Mashood: at 17:54:18
I cannot belvie you guys can change contract details without telling people
O2 : Subu: at 17:54:32
Yes, it is unlimited however, you've used it more than our fair usage policy.
Mashood: at 17:55:03
but when i signed up there was no mention of fair usage policy
O2 : Subu: at 17:56:32
As I've said above, we don't inform our customers' about fair usage policy in advance as the details are
available on your website.
Mashood: at 17:57:20
ok I can see you are not helping here I would rather make a complain to the regulator then to waste my
time here
Mashood: at 17:57:40
I will take a copy of this chat conversation
Mashood: at 17:57:43
thanks for your time

JJ_Egan

Did you read the terms and conditions on signing up .

frugal_mike

Did you sign up using the internet? If not did they send you a link to them before signing up?

Calling something unlimited when it is capped at 4GB is very dishonest in my opinion. Trotting your connection is one thing, but disconnecting it is not acceptable.

bris

frugal_mike wrote: »

Did you sign up using the internet? If not did they send you a link to them before signing up?

Calling something unlimited when it is capped at 4GB is very dishonest in my opinion. Trotting your connection is one thing, but disconnecting it is not acceptable.

Fair usage policies are common and certainly not just restricted to O2.


It's there easy to find if you want to actually look into what your signing up for, the problem is nobody reads these things and then complain when it happens.

Hintza

Aye; but the OP asked for a Bolt On and was refuse (or they couldn't) because he had unlimited data............

frugal_mike

bris wrote: »

Fair usage policies are common and certainly not just restricted to O2.


It's there easy to find if you want to actually look into what your signing up for, the problem is nobody reads these things and then complain when it happens.

Calling something unlimited when there is a limit is dishonest. They could throttle bandwidth of heavy users and just about get away with calling it unlimited (assuming they didn't guarantee bandwidth), but a 4GB limit is not unlimited.

It's not even like 4GB is a lot, that would be easy to get through in a day.

halibut2209

The argument could be made that having full terms online is unfair if you are subscribing to an internet service. After all, how could you read them before your internet connection is up and running?

DevCoder

TBF , 4GB on a phone is considered a lot. Its not as though you are really going to stream HD video for several movies on a phone in one day.

Without tethering I think most people would be hard pushed to exceed 4GB in their normal day to day usage (which is what a FUP encompasses)

DevCoder

halibut2209 wrote: »

The argument could be made that having full terms online is unfair if you are subscribing to an internet service. After all, how could you read them before your internet connection is up and running?

Its a mobile data contract so you would have either

1. Filled out and signed the form in store (and the application form covers the FUP)
2. Signed up online in which case you could (and should) have read the FUP.

Interestingly whilst 1.21 and 4.01 of the O2 T&C's outline the FUP and their ability to throttle or cease the data plan (temporarily), 4.3 states

4.3 Once you reach your maximum data allowance, your ability to access data services will either stop or be throttled, until your next billing period begins or additional data has been purchased (a Bolt On) or unless you are on a tariff that includes O2 Web Daily.

bod1467

I have a 1GB cap/limit per month on my data plan ... I have never come close to reaching that limit. So I echo the above response that 4GB is a lot of data usage for a phone.

That said, if the cap is 4GB then it is not unlimited. I thought OFCOM had previously ruled on something like this?

halibut2209

krisdorey wrote: »

Its a mobile data contract so you would have either

1. Filled out and signed the form in store (and the application form covers the FUP)
2. Signed up online in which case you could (and should) have read the FUP.

Assuming the application form contains the relevant info of course. The CS advisor seems to suggest otherwise.