O2's miserable Customer Service & Fake Rolling Plans lure new customers to Contract Plans..??

sujsuj

I am in the process to move away from Lyca after my terrible porting experience with them recently. Luckily (or unluckily) I found a brilliant Black Friday deal with a O2 Rolling Plan. Orders sim after seeing promotion in Facebook. 3 days later received sim from O2 also clearly says rolling Plan offered in the letter I received with sim.

Today I called O2 to register as couldn't register Online, surprise ..surprise O2 CS says no much offer at all.They are asking stupid questions like who send sim..?  how did I get this offer ? from where I ordered sim..? So many stupid questions. Tried  best to scare me away. No one accepting the rolling plan offer I received. 

I tried best to get a Reference number for the conversation, even that they refuse to provide. instead they give me CS Floor Lead name! After in the call for 1.5 hrs he advised me to go to a O2 Shop and show let to them. Now I need to travel 15 miles to find a O2 Store to show the letter I received  from O2 with O2 sim!. More cost inconvenience for someone escaping from terrible Lyca.

Curiously the day before me receiving sim, I had a suspected call from O2 CS where they were trying to push me to their contract plan saying some how that is a guaranteed Plan! I didn't see much suspicion at that stage as I didn't receive sim at that time. Now looking back I can see O2's clever Plan ie show attractive  rolling plan get interest from customers then force customers to their contract plans.!!

How this can happen..? What options I have. ..? Letter I received clearly says what rolling contract I will be having. I am planning complain to O2 first then to OFCOM etc. Not sure how I become a victim everywhere..

Any advise ..experience similar to this..?

J_B

Maybe the advert on Facebook wasn't from O2 but from some other dubious 'third party' seller who just lied to you ... perhaps?

oldernonethewiser

The questions 02 are asking are perfectly reasonable in this case.

Who did you actually order the SIM from?

Do you have screenshots of the offer?

You need to be able to prove to 02 that this was a genuine offer available at some point in time. 

As an aside 02 provided me with the worst customer services experience I have ever had but as long as you never need to interact with them their offerings can be fine. 

sujsuj

This is from the sim pack letter, which clearly says the plan as well.

sujsuj

J_B said:

Maybe the advert on Facebook wasn't from O2 but from some other dubious 'third party' seller who just lied to you ... perhaps?

As I mentioned the letter came via post with sim says clearly the plan. Thanks

oldernonethewiser

Silly question - this letter came from 02?

I got a new SIM from 02 last week.  No letter just the SIM.

This is currently on the 02 website "Sorry, our Rolling Plans aren’t available right now"

eDicky

sujsuj said:

J_B said:

Maybe the advert on Facebook wasn't from O2 but from some other dubious 'third party' seller who just lied to you ... perhaps?

As I mentioned the letter came via post with sim says clearly the plan. Thanks

Yes, but from whom..?

muffinhead

The offer is genuine:

https://news.virginmediao2.co.uk/o2-payg-customers-can-bag-themselves-a-seasonal-data-boost-for-no-extra-cost/

Have you put the sim in your phone and tested it? You can check your balance by calling 4444 or texting BALANCE to 20202 and this will hopefully show you if the offer is active on your account.

sujsuj

Just for clarity, I am not talking about random offer received from random website. I have O2 letter as below saying all details of Rolling Plan which had sim as well in it!

flaneurs_lobster

muffinhead said:

The offer is genuine:

https://news.virginmediao2.co.uk/o2-payg-customers-can-bag-themselves-a-seasonal-data-boost-for-no-extra-cost/

Have you put the sim in your phone and tested it? You can check your balance by calling 4444 or texting BALANCE to 20202 and this will hopefully show you if the offer is active on your account.

That offer is genuine but applies to existing "PAYG" customers. To get it you have to get the SIM activated and that means signing up to a "Rolling Plan" or "Big Bundle". 

What was the problem with trying to set up the My O2 account?  

muffinhead

flaneurs_lobster said:

muffinhead said:

The offer is genuine:

https://news.virginmediao2.co.uk/o2-payg-customers-can-bag-themselves-a-seasonal-data-boost-for-no-extra-cost/

Have you put the sim in your phone and tested it? You can check your balance by calling 4444 or texting BALANCE to 20202 and this will hopefully show you if the offer is active on your account.

That offer is genuine but applies to existing "PAYG" customers. To get it you have to get the SIM activated and that means signing up to a "Rolling Plan" or "Big Bundle". 

New and existing customers according to this paragraph:

"New customers can simply order and activate their Rolling Plan or Big Bundle, now until 31st January 2024 to receive more data for the same price. Whilst existing customers can opt into the offer by texting ‘MORE’ to 2424 by 31st January 2024, to receive their data boost at no extra cost for up to 3 months."

sujsuj said:

Just for clarity, I am not talking about random offer received from random website. I have O2 letter as below saying all details of Rolling Plan which had sim as well in it!

Did you prepay for your first month? If so, put the sim in your phone and test out the calls / texts / data. The Rolling Plan might be ready for you to use - checking the balance might confirm this.