O2Refresh

Cj1s

Is anyone else feeling misold to by O2 with their #O2Refresh scheme?

Being 12 months into the scheme and having gone into store to upgrade my device I find I can only do this if I upgrade my airtime plan at the same time and all normal device plan rules apply. i.e when O2 state and I quote "upgrade on us" what they actually state is that you have to start a n new airtime plan which has gone up in price and no longer include accidental damage insurance and that you have to pay a £60 upfront fee for the new iPhone 7.

Ive searched on several social media streams and can see im not alone and have escalated my complaint to O2 direct, I will update the thread with my response but it would certainly help our case if you felt the same or are looking at the moment and also experience O2 going out their way to not mention the small print and deliberately mislead customers.

ant192

Agree entirely. It seems a right con. I'm very tempted to sell my current device, buy myself out of o2 and purchase an iphone 7 though apple finance 0% with sim only deal. Would save me money.

MataNui

Refresh was always going to be a con. Its just not financially possible for it to work they way they advertise it.

ant192

I don't disagree, but the fact that O2 are advertising the fact that the upgrade 'is on us' is both laughable and misleading. Unless by 'on us' they mean take my existing device and give me less than what my handset is worth, while tying me down into another 12 months.
I would say it was more 'on me' if anything.

Cj1s

So it seems I'm not alone, my inquiries on social media as weel as here have gained momentum and have led to me making an official complaint through O2 initially with the full intention of taking this to Ofcom as I doubt their response will be one which I could accept i.e. upgrade my phone and keep my existing Airtime contract. I will keep you posted and thank you for taking the time to reply

A_Flock_Of_Sheep

The only way really is to totally split the device from the airtime. For example Apple offering 0% over 20 months with the option to include Applecare plus insurance for 2 years on a totally unlocked handstet is pretty good. You are then free to choose whatever SIM or PAYG "deal" you can find.

You could really do a similar thing with a 0% card for other handsets.

SJWILKES

Totally agree, i am complaining to o2 as we speak as feel I have been mis-sold, not happy!!

20aday

I take it it's not possible to pay off the Device Plan with o2 Refresh and maintain your existing Customer Tariff without trading in your current smartphone and upgrading via o2 Retail?

Three also offer 0% on the new iPhone (through Barclays Partner Finance). You then choose your SIMO plan if you want to use the Three network.

But the Apple iPhone Upgrade Programme offers both monthly payments with/without Apple Care.

Topper1900

Problem is that O2 don't say anywhere you can upgrade for free after 12 months, just that you can upgrade and not have to pay off your own device plan. I can't see how O2 can offer to give customers a new phone for free as they will have no idea what Apple/Samsung intend charging for their devices in 12 months time?

"Don't miss out on the latest phone, with our Yearly Upgrade Programme

Get a new phone on our 20GB tariff or above, and after 12 months we'll upgrade your phone, on us. So you won't have to miss out.

O2 Refresh splits your Pay Monthly bill into two parts. The Device Plan is the cost of your phone or tablet, and Airtime Plan is the cost of your data, texts and minutes. Just trade in your existing phone after 12 months on selected tariffs, and we'll pay off your remaining Device Plan. So you’ll have the freedom to get that new phone when you want "