O2 Contract Changes

Sandtree

powerful_Rogue said:
Because if they hadn't, they wouldn't be allowing customers to leave penalty free.

Ironically if they didn't allow them to leave penalty free it would then be a breach... its the same as the terms on pricing increases, below a certain level you have to suck it up if its over that level you can cancel penalty free

powerful_Rogue

Sandtree said:

powerful_Rogue said:
Because if they hadn't, they wouldn't be allowing customers to leave penalty free.

Ironically if they didn't allow them to leave penalty free it would then be a breach... its the same as the terms on pricing increases, below a certain level you have to suck it up if its over that level you can cancel penalty free

Exactly, however I think the issue here is that O2 are saying the OP can leave penalty free, but refusing to give a PAC.

I know about 10 years ago I went to CISAS as Orange had increased the rate more then they should have. CISAS ruled in my favour with the contract being terminated, a small amount of compensation for the months it took to progress and more importanty a PAC.

That's why it's important for the OP to get the letter of deadlock and take it to CICAS. If O2 are saying you can leave penalty free due to a change in the contract, they should also be issuing you a PAC.

ThisnotThat

powerful_Rogue said:

ThisnotThat said:

powerful_Rogue said:

ThisnotThat said:

powerful_Rogue said:

stephenday1987 said:

I've received an email from o2 confirming contract charge changes as I believe many have. I have spoke to them on the phone and they've confirmed to me I am able to cancel my contract due to the likelyhood of additional charges impacting me. This is all clear, however what they are telling me is that they can only "disconnect the line", meaning I would receive no PAC code and my phone number would effectively be gone for good. I've had this number for many years so don't wish for that to happen. 

What are my legal rights here? I wish to cancel the contract but I am happy to do so by providing 30 days notice as my contract suggests. o2 however are telling me that if I do that I will have to pay the full termination fees under the contract and I'll lose my right to cancel immediately without charge due to the contract changes. This very much seems like a way of steering people away from cancelling due to their contract changes and I can't believe they have the right to effectively hold me ransom for a PAC code.

Do you have all this in writing? If so, ask for a letter of deadlock and goto CISAS (https://www.cedr.com/consumer/cisas/)

The shouldn't be holding your mobile number to ransom.

It's not their number though.

2.3 We'll allocate you a number for use of your Mobile Phone or certain other Equipment on the Network. The number does not belong to you and may be transferred to another service provider only in certain circumstances. The details are available on our Website and from our customer services team.

The same could be said about many things, however ofcom are quite clear about mobile numbers and there was a big change around a decade or so ago to make it easier and simplier to move 'your existing number' - Ofcoms language not mine.

EDIT - 2018 - Here's what ofcom said.

https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/we-fight-for-your-right-to-port-a-number

And end-users don't own their numbers.

The OP isn't porting.  They're cancelling.

That's the issue. o2 have breached the contract, so are allowing the OP to leave the contract early. However they are not allowing the OP to port their number.

OP, get a letter of deadlock and contact CISAS.

They're allowing them to walk away from the contract.

And the OP is free to port away and keep their number if they want, it just won't be considered a valid cancellation to do so penalty free.

dreamypuma

I expect that the OP has spoken to an ill informed advisor. I've moved mine and family numbers for similar reasons a few times now on various networks, including O2. 

The worst experience was with Plusnet, where they accidentally terminated the service, before the PAC was issued to the new provider. (I got my number back)

I'd contact O2 again and speak to a different agent. If they refuse, raise a complaint with a view to progressing to CISAS.

Now with more and more services requiring 2FA, loosing a number can be a PITA.

ThisnotThat

dreamypuma said:

I expect that the OP has spoken to an ill informed advisor. I've moved mine and family numbers for similar reasons a few times now on various networks, including O2. 

The worst experience was with Plusnet, where they accidentally terminated the service, before the PAC was issued to the new provider. (I got my number back)

I'd contact O2 again and speak to a different agent. If they refuse, raise a complaint with a view to progressing to CISAS.

Now with more and more services requiring 2FA, loosing a number can be a PITA.

The OP isn't losing their number unless they cancel.  And even then they can switch their 2FA credentials over to a new number before they cancel.

Money_Grabber13579

But if O2 is changing the terms of the contract, they have to be allowed to leave free if any penalties and preventing the OP from moving their phone number would be considered to be a penalty.

ThisnotThat

Money_Grabber13579 said:

But if O2 is changing the terms of the contract, they have to be allowed to leave free if any penalties and preventing the OP from moving their phone number would be considered to be a penalty.

It's not, no.

A penalty is a financial penalty.