O2 failed to comply with Ombudsman & now won't give me my upgrade

Legacy_user

I have a long-running complaint with O2 which eventually had to be taken to the Ombudsman. They found O2 to be at fault and agreed that a letter of explanation and apology should be sent out within 14 days but I've heard nothing. I've held back my payments to O2 with this in mind and have since had the phone disconnected as a result, I am also receiving lots of red letters but not the letter that the Ombudsman have ordered them to issue, funnily enough.

I should be due an upgrade pretty soon and have now been told that I won't be eligible for this. I have the cash ready and waiting to pay O2 what is owed and finish this charade altogether but they aren't having it (at advisor level anyway). Should I take this matter further?

I'd switch provider after all the chaos but I'm over a barrell in a sense as there isn't great network coverage where we are and O2 seems to have the stronger signal.

Any advice? Thanks in advance.

jem16

Change to a provider that uses O2 as its network. Tesco Mobile is one such company and charges are lower.

thefirs

But if you witheld payment and red letters have been sent then you may already be the subject of a CCJ, and any other provider could decide not to enter into an agreement?

quaybab

Ask the communications ombudsman to enforce their decision (4 weeks after the date of the decision). When they won't (we are satisfied that O2 have complied with ombudsman service decision) then complain about the poor service https://www.ombudsman-services.org/service-standards.html

mwarby

I'm not sure even ofcom could require a communications provider to enter into a new contract(the upgrade) if they don't want to.

gycraig_2

If you was the provider would you want to continue this Business agreement ?.

Ombudsman have said they need to give you a letter of apology which they haven't done, even if they force this how is it going to help the situation?.

Pay them off get a PAC code and go on gifgaf or something, if they don't want to give you another contract they don't have to