O2 Classic 123 (activated in Nov 22) deactivated after no regular top up

savergrant

datz said:

savergrant said:

Not sure how you can lodge a complaint that they have followed their t^c's. As I said earlier I do feel it is unfair if t&c's are changed and applied retrospectively but from what you are saying no-one who has topped up since 2019 can have any complaints, as the condition to make regular topups existed then. If, on the other hand, op had made a topup but had been disconnected for not making a chargeable activity they might have had grounds to complain and expect a refund of their credit.

Lodging a complaint tends to reach someone more competent than their front line staff, who has likely dealt with this before, who understands the system and what tools to use to resolve it.

Their presentation is a bit of a mess, but a valid complaint could still be made. For example, the current April 2023 Pay As You Go service terms [link] state (under 7.1) that only a chargeable activity every 6 months is required. In fact, this has not changed from the 2017, 2018 and 2022 iterations of that same document [archive here].

There is unnecessary confusion created by O2 with stuff like this help and support article [link], which states that a top up or bolt on every 6 months is needed. And customer services pushing the 6 month top-up narrative doesn't help either.

alanwsg said:

I've also got it setup as a payment method on GooglePay, so I can use the credit on it to pay for Apps etc.

Carrier billing is actually a good shout for those that wish to top up every 6 months, but would struggle to use the credit.

There is a distinction between t&c's for the classic tariff and general payg t&c's. If this tariff has a requirement for more frequent topups it would perhaps make sense for o2 to shift accounts onto other tariffs if they do not meet the conditions for this tariff. However I imagine that the bigger issues are pressure on numbers. and administrative complications. But o2 clearly do not want customers on this tariff as they will not allow customers to switch onto it nor will they issue new sims. I would think the next step would be to refuse to activate any legacy sims.

datz

savergrant said:

There is a distinction between t&c's for the classic tariff and general payg t&c's.

Can you point me to the 'classic' legacy tariff terms and conditions document that you are referencing - i.e. the document that overrides these general payg t&c?

Every supplementary t&c document (for the classic tariff), that I have seen, doesn't detail any criteria beyond what has been stated under 7.1. However, I'm not inclined to read through every current and past t&c document in their archive [link].

And no, I don't mean this 'help' article [link] in the support section of their website that others often reference. A help article buried in their support section is not the same as a terms and conditions document that forms part of the agreement.

alanjones60

Iv been in touch with 02 on fb messenger,about the classic tarrif,and they state i dont need to top up evey 6 months,i only have to make a chargeable call to keep sim active every 6 months

flaneurs_lobster

alanjones60 said:

Iv been in touch with 02 on fb messenger,about the classic tarrif,and they state i dont need to top up evey 6 months,i only have to make a chargeable call to keep sim active every 6 months

Is that applicable to your specific Classic (how long has it been active) or generally? 

alanjones60

flaneurs_lobster said:

alanjones60 said:

Iv been in touch with 02 on fb messenger,about the classic tarrif,and they state i dont need to top up evey 6 months,i only have to make a chargeable call to keep sim active every 6 months

Is that applicable to your specific Classic (how long has it been active) or generally? 

This is the coversation i had on tuesday

datz

alanjones60 said:

flaneurs_lobster said:

alanjones60 said:

Iv been in touch with 02 on fb messenger,about the classic tarrif,and they state i dont need to top up evey 6 months,i only have to make a chargeable call to keep sim active every 6 months

Is that applicable to your specific Classic (how long has it been active) or generally? 

This is the coversation i had on tuesday

Thanks for taking the time to ask them.

It's reassuring to see them quoting the same t&c document as I had above - so far no one has been able to identify any supplementary t&c documents that override the 7.1 clause in it, even though some state that such a thing exists.

And I can only assume that the help and support document that often gets mentioned is just an error that O2 have never corrected (not sure why) - not that it could form part of the customer agreement anyway. But it certainly doesn't help when O2 staff add to the confusion by advising customers incorrectly.

Worth noting that a 'chargeable activity' was not defined, but common sense dictates that it should include a top-up, bolt-on, call and sms (and maybe even data) - it certainly would be reasonable for someone to reach that conclusion. However, I have seen questions over sms (and certainly data), so it's best to make a phone call... for 1p difference, I have always opted for 10s answered phone calls, and to another mobile number I own.

Not sure what would explain the disconnection issues that a small number of people have experienced, after (presumably) making valid phone calls. However, I had previously read instances of the system not correctly identifying valid 'chargeable' actions, and then issuing erroneous disconnections. This being the reason I have a calendar reminder set every 8th week as a precaution.

The OP hasn't commented in a while, but after being fobbed off, I would certainly encourage them to try again (escalating to official complaint if needed). Just politely point them to clause 7.1 in their own terms and conditions, and if they focus on a phone call being required, just mention that their own t&c never defined a 'chargeable activity'.

k_man

datz said:

alanjones60 said:

flaneurs_lobster said:

alanjones60 said:

Iv been in touch with 02 on fb messenger,about the classic tarrif,and they state i dont need to top up evey 6 months,i only have to make a chargeable call to keep sim active every 6 months

Is that applicable to your specific Classic (how long has it been active) or generally? 

This is the coversation i had on tuesday

Thanks for taking the time to ask them.

It's reassuring to see them quoting the same t&c document as I had above - so far no one has been able to identify any supplementary t&c documents that override the 7.1 clause in it, even though some state that such a thing exists.

And I can only assume that the help and support document that often gets mentioned is just an error that O2 have never corrected (not sure why) - not that it could form part of the customer agreement anyway. But it certainly doesn't help when O2 staff add to the confusion by advising customers incorrectly.

Worth noting that a 'chargeable activity' was not defined, but common sense dictates that it should include a top-up, bolt-on, call and sms (and maybe even data) - it certainly would be reasonable for someone to reach that conclusion. However, I have seen questions over sms (and certainly data), so it's best to make a phone call... for 1p difference, I have always opted for 10s answered phone calls, and to another mobile number I own.

Not sure what would explain the disconnection issues that a small number of people have experienced, after (presumably) making valid phone calls. However, I had previously read instances of the system not correctly identifying valid 'chargeable' actions, and then issuing erroneous disconnections. This being the reason I have a calendar reminder set every 8th week as a precaution.

The OP hasn't commented in a while, but after being fobbed off, I would certainly encourage them to try again (escalating to official complaint if needed). Just politely point them to clause 7.1 in their own terms and conditions, and if they focus on a phone call being required, just mention that their own t&c never defined a 'chargeable activity'.

If I summon up the energy, I may try contacting them again, and refer them to your link.

May have just been unlucky with CS rep.

savergrant

May have just been unlucky with CS rep.

Not just with the Cs rep though, as it wasn't them that disconnected you. I would imagine (not for certain) that what they said to you was what was written on their screen (disconnected for not having topped up). I would expect that when the number was disconnected an entry to that effect would have been made. But yes, if your t&c's state that the only requirement is a chargeable activity and you can reference having complied then it was worth making a complaint that they have broken their agreement and deducted your credit unreasonably.
It would also be worth asking why they are publishing incorrect information on their website.

SteveG2010

£10 lasts me well over a year (I don't use data) so if I still have loads of credit after 6 months I just buy the cheapest bolt on available, which is usually £2 subtracted from your credit, remove it the next day, and put a reminder in my diary for 6 months time. I'm happy to give them the odd £2 now and again to keep this contract running.