O2 Travel users - beware

LoScozzese

While on holiday last week (outside EU) I decided to opt-in to O2’s Travel bolt on just in case I needed to call or text.  The text I received from O2 on landing said calls would be charged at £2/min, texts at 50p/text and data at £7.20/MB without the bolt on.  

According to their site, “You can pay a single, fixed daily rate (£6) which will give you unlimited minutes and texts and all the data you need. There's no upper usage limit on data, but data speeds might vary. It's free to sign up and we'll only charge you for the days you actually use data while you're away.”

So, as advised, I texted TRAVEL to 23336 and waited for the activation confirmation which came in a few hours later.  As it turned out, I didn’t make any calls or send texts.  However, my bill showed a charge of £5 + VAT under “Things you’ve bought” and it was for O2 Travel!

It appeared that the mere act of texting to opt-in triggered the charge.  I didn’t expect to be charged anything, or at most be charged their standard roaming text fee of 50p.  After over 24 hours of back and forward with template responses from them via their useless chat feature, they agreed that they would ’this time only, make a one-off exception’ to credit my next bill with the £5 + VAT.

Their customer service is awful and the coverage is poor too, so I can’t wait to dump them when my contract ends in 12 months.

If you’re an O2 customer be careful to scrutinise your bills, especially if abroad.

km1500

not exactly sure what you are complaining about

 O2 offered you a package and you replied yes please and they charged you for the package

 the fact that you didn't use the package is not their fault or am I missing something

LoScozzese

km1500 said:

not exactly sure what you are complaining about

 O2 offered you a package and you replied yes please and they charged you for the package

 the fact that you didn't use the package is not their fault or am I missing something

You’ve completely missed the point! 

The O2 blurb says, “It's free to sign up…”.  I signed up but didn’t use it and they still charged me £6.

PHK

I think you’ve accidentally confused two bolts ons. 

The one you’ve signed up for is O2 Travel Inclusive Zone which allows you to use your data allowance in the inclusive Zone. 

You wanted the full O2 Travel bolt on. You needed to send the word O2TRAVEL. 

I can see why they reluctantly agreed to credit you. 

LoScozzese

PHK said:

I think you’ve accidentally confused two bolts ons. 

The one you’ve signed up for is O2 Travel Inclusive Zone which allows you to use your data allowance in the inclusive Zone. 

You wanted the full O2 Travel bolt on. You needed to send the word O2TRAVEL. 

I can see why they reluctantly agreed to credit you. 

I’m not confusing anything.  Jamaica is not part of the inclusive zone and the text from O2 to me on arrival makes it clear that I signed up for the correct bolt on:

“Welcome to Jamaica. While you're here calls back to the UK will be £2.00/min. To receive a call it will be £2.00/min. Texts are 50p to send and free to receive. Data is £7.20/MB and will be capped at £51. Or sign up to O2 Travel and for just £6/day get unlimited minutes and texts and data. And you'll only be charged for the days you use it. To opt-in text TRAVEL to 23336. Prices include VAT.Call 112 for emergency services.”

My cautionary message still stands; check your bill carefully if using O2 Travel.

PHK

In which case that’s O2’s fault for giving you the wrong keyword in the message. 

It is helpful in these situations to quote full messages etc. 

LoScozzese

It is helpful not to make assumptions and jump to the wrong conclusion.

Rather than doubt a poster’s summary of a situation, it is always better to seek clarification of anything you are unsure of.