O2 uk and Bad advice

Capt_Blackbeard

Hi peeps new member here,

I was hoping that someone/s could help me with my problem or steer me in the right direction, i have been honest and complete to get the best advise.

So from the top,
-Im on a pay monthly contract with O2 uk.
-Have been a customer for almost 8 years now.
-The BB phone that i am referring to was bought from CPW offline (sim free).

A couple of months ago i called O2 and spoke to some asking them that if i buy my new blackberry (BB) would i be able to use my current tariff i.e. BB Bolt on for data.

Adviser said im not sure but ill check with my manager, after some discuss the manager confirmed that i could use my existing tariff with the new BB phone and would not have to change tariffs. I ask the advisor to make a note on my account of this conversation and specifically that i can use my current tartiff on the new BB phone.

Just the other day i logged onto O2 chat and asked someone to provide the notes for the above conversation, they pointed me to the information of freedom etc.. if i wanted it in writing but said that they could confirm what was said on the notes on the chat... so i proceeded to asked my questions to confirm my understanding, please see the relevant extract of the conversation (verbatim, hence all the typos) below,

Me: OK. Can you confirm that there is note on my account, from my last conversatin with an o2 advisor, that states that I can use my current sim in the the new Blackberry passport, without having to change my tarriff and i will not incur any charges for data or etc by doing so

Me: This should have been written by the advisor but confirmed by their manager

O2 : Yes, you were informed that you can use any blackberry phone for the data and you will not be billed for normal data usages

O2 : I can see that this option is already active on your account.

Me: OK, Just for clarity and to avoid any misunderstanding, i can go and buy a blackberry passport today and put my sim into it and use the data/email/internet without having to change my tarriff at anytime (unless i choice to) and i will not incur any charges above my normal tariff cost, except for any calls that i make that are not inclusive in my tarriff.

O2 : Exactly, you got it right

Me: Thank you for calrifying this, I just dont want to make a purchase of almost £600 non refundable, if there are going to be any hidden issues im sure you understand.

O2 : I can certainly understand your concern and a good to know information for you - You can trace your usages and unbilled charges anytime by sending blank SMS to 21202 and it's free of cost. And if it is iPhone then send a text BUNDLE to 21202.

O2 : This way you can keep an eye on any extra charges

Me: Im just happy to know that i wout have any additional charges, it will be just like using my current blackberry.


Im sure you all have guessed what has happened now that i have bought the phone and put my sim in,

1. I have been charged for data that i have been using, i have switched this off so that i got get charged anymore.

2. They are telling me that i have to switch tariffs now to use the phone that i have just bought, because the bolt that i have only works on old blackberrys and not the new one (even though i was advised that it does)

3. I have a handset that i cant return as it is non refundable, plus i cant use it fully on my tariff.

Aside from being annoyed im conscience that if i upgrade or move to another tariff i will lose what for me is a good tariff which is no longer available. For me the main factor for sticking with my old tariff is i get unlimited data (max 4GB FUP) with all my calls and discounts for £15 p/m all tariffs now are a lot more expensive.

Any advice on my options and the laws etc. that i can use to fight my case, i feel as thought i have a pretty solid foundation to build on here.

Thanks,
Capt. Blackbeard.

wealdroam

Capt_Blackbeard wrote: »

Hi peeps new member here,

I was hoping that someone/s could help me with my problem or steer me in the right direction, i have been honest and complete to get the best advise.

So from the top,
-Im on a pay monthly contract with O2 uk.
-Have been a customer for almost 8 years now.
-The BB phone that i am referring to was bought from CPW offline (sim free).

A couple of months ago i called O2 and spoke to some asking them that if i buy my new blackberry (BB) would i be able to use my current tariff i.e. BB Bolt on for data.

Adviser said im not sure but ill check with my manager, after some discuss the manager confirmed that i could use my existing tariff with the new BB phone and would not have to change tariffs. I ask the advisor to make a note on my account of this conversation and specifically that i can use my current tartiff on the new BB phone.

Just the other day i logged onto O2 chat and asked someone to provide the notes for the above conversation, they pointed me to the information of freedom etc.. if i wanted it in writing but said that they could confirm what was said on the notes on the chat... so i proceeded to asked my questions to confirm my understanding, please see the relevant extract of the conversation (verbatim, hence all the typos) below,

Me: OK. Can you confirm that there is note on my account, from my last conversatin with an o2 advisor, that states that I can use my current sim in the the new Blackberry passport, without having to change my tarriff and i will not incur any charges for data or etc by doing so

Me: This should have been written by the advisor but confirmed by their manager

O2 : Yes, you were informed that you can use any blackberry phone for the data and you will not be billed for normal data usages

O2 : I can see that this option is already active on your account.

Me: OK, Just for clarity and to avoid any misunderstanding, i can go and buy a blackberry passport today and put my sim into it and use the data/email/internet without having to change my tarriff at anytime (unless i choice to) and i will not incur any charges above my normal tariff cost, except for any calls that i make that are not inclusive in my tarriff.

O2 : Exactly, you got it right

Me: Thank you for calrifying this, I just dont want to make a purchase of almost £600 non refundable, if there are going to be any hidden issues im sure you understand.

O2 : I can certainly understand your concern and a good to know information for you - You can trace your usages and unbilled charges anytime by sending blank SMS to 21202 and it's free of cost. And if it is iPhone then send a text BUNDLE to 21202.

O2 : This way you can keep an eye on any extra charges

Me: Im just happy to know that i wout have any additional charges, it will be just like using my current blackberry.


Im sure you all have guessed what has happened now that i have bought the phone and put my sim in,

1. I have been charged for data that i have been using, i have switched this off so that i got get charged anymore.

2. They are telling me that i have to switch tariffs now to use the phone that i have just bought, because the bolt that i have only works on old blackberrys and not the new one (even though i was advised that it does)

3. I have a handset that i cant return as it is non refundable, plus i cant use it fully on my tariff.

Aside from being annoyed im conscience that if i upgrade or move to another tariff i will lose what for me is a good tariff which is no longer available. For me the main factor for sticking with my old tariff is i get unlimited data (max 4GB FUP) with all my calls and discounts for £15 p/m all tariffs now are a lot more expensive.

Any advice on my options and the laws etc. that i can use to fight my case, i feel as thought i have a pretty solid foundation to build on here.

Thanks,
Capt. Blackbeard.

Now you have tried your new phone have you asked O2 why you cannot use it as promised?

TonyMMM

So presumably you have contacted O2, referred them to the record of your previous conversation and their response has been ??

Capt_Blackbeard

Hi
To be honest I haven't called them yet to discuss just yet, I wanted to get informed and know my rights before I called them.

Didn't want to bet fobbed off or passed around, wanted to be well informed and know my rights and have some valid laws before I started talk to them.

From my experience they usually try to say there's nothing they can do or its my fault or they are not responsible etc.

keyser666

What model blackberry did you buy?>

wealdroam

keyser666 wrote: »

What model blackberry did you buy?>

The OP mentioned a Blackberry Passport a couple of times so I guess that's probably what was purchased.

Buzby

There is a separate issue - was your SIM previously used in a BB? I ask, because there is a difference from normal 'data' and BB gateway services that have an extra charge. You may have inadvertently been misled in which case it is up to O2 to make good their potential error.

The reason why I saw 'potential' is that you are probably benefiting from inclusive data, but not the BB gateway services which would always be a bolt on to use the phone to its fullest.

keyser666

wealdroam wrote: »

The OP mentioned a Blackberry Passport a couple of times so I guess that's probably what was purchased.

sorry was thinking in terms of the carriers as they sell blackberry passport plans, forgot the new one was named passport

visidigi

Buzby wrote: »

There is a separate issue - was your SIM previously used in a BB? I ask, because there is a difference from normal 'data' and BB gateway services that have an extra charge. You may have inadvertently been misled in which case it is up to O2 to make good their potential error.

The reason why I saw 'potential' is that you are probably benefiting from inclusive data, but not the BB gateway services which would always be a bolt on to use the phone to its fullest.

I read it as they already had a BB and had upgraded to the Passport, chances are though that the Bolt on is restricted to a previous version of BES server, and the passport requires the newer 10.

keyser666

visidigi wrote: »

I read it as they already had a BB and had upgraded to the Passport, chances are though that the Bolt on is restricted to a previous version of BES server, and the passport requires the newer 10.

Yep, BES 5 although still used is outdated and BES 10 which also uses CAS connections will be more

timbstoke

keyser666 wrote: »

Yep, BES 5 although still used is outdated and BES 10 which also uses CAS connections will be more

True, but not OPs problem if he's done his due diligence by asking O2 prior to buying. His next step is to contact O2 again and ask what they're playing it.