02 mobile/14 days...

born_again

So did the OP use the phone (Incoming or outgoing) after requesting to port?

OP has to remember that they can still charge for the period of use of the network, even if within the 14 days cancelation period.

powerful_Rogue

savergrant said:

powerful_Rogue said:

16.1 If you have returned a product supplied and connected to a Network pay monthly contract service, we will upon receipt of the returned handset (within the period specified in our return policy), arrange for the network to disconnect the airtime service. You will be charged for any calls that were made whilst the phone or device was in your possession, plus a proportionate line rental charge for the period between the time of connection and disconnection. These charges will be taken by direct debit directly by the Network Operator.

https://www.mobilephonesdirect.co.uk/information/terms

You went the wrong way about cancelling.

The question for me is when did the op return the handset? If it was returned within the period specified then the retailer should arrange the cancellation with the network.

The way I read it is that it hasn't been returned yet.

OP should have gone through AO/Mobile phones direct who they purchased the phone/sim from, rather then direct to O2.

savergrant

It's certainly very confusing. The op doesn't say where they bought the phone, or who they received an assurance that they could cancel within 14 days from. They say 'the phone was brought via ao/mobile phones direct' whatever that means! And that it was an online purchase, hence they are exercising their right to reject. However it does sound as if they still have the phone and are waiting to receive a refund before returning it.
Presumably when requesting a pac there would have been information about the early termination charge, which they seem to think doesn't apply to them.
However there is a lot of important information missing.

flaneurs_lobster

savergrant said:

They say 'the phone was brought via ao/mobile phones direct' whatever that means! 
.
.
However there is a lot of important information missing.

Here's an easy bit of information to add

https://www.mobilephonesdirect.co.uk/

One of the original mobile phone retailers, been around for nearly 30 years.

Son_Of_Meerkat

powerful_Rogue said:

16.1 If you have returned a product supplied and connected to a Network pay monthly contract service, we will upon receipt of the returned handset (within the period specified in our return policy), arrange for the network to disconnect the airtime service. You will be charged for any calls that were made whilst the phone or device was in your possession, plus a proportionate line rental charge for the period between the time of connection and disconnection. These charges will be taken by direct debit directly by the Network Operator.

https://www.mobilephonesdirect.co.uk/information/terms

You went the wrong way about cancelling.

They will not let me return the handset until 02 have confirmed they have cancelled it and the so called debt is clear, which they will not do and I'm not paying for a well below usable service. So rock and a hard place atm.

savergrant

If it was bought from mobile phones direct then this would seem to be the procedure;
"14.       How to end the contract with us (including if you have changed your mind)

14.1.          To cancel a contract, please contact us by sending an email to webshop@mobilephonesdirect.co.uk or by contacting our call centre. We will then send you by email, to the address that you provided, a Returns Authorisation Number (RAN) and give you the necessary return instructions.

14.2.          Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us."

Although the op says it was "brought via", suggesting there is another party to the transaction who may have different terms of sale.

savergrant

And as regards the airtime contract;
"16.1.          If you have returned a product supplied and connected to a Network pay monthly contract service, we will upon receipt of the returned handset (within the period specified in our return policy), arrange for the network to disconnect the airtime service. You will be charged for any calls that were made whilst the phone or device was in your possession, plus a proportionate line rental charge for the period between the time of connection and disconnection. These charges will be taken by direct debit directly by the Network Operator."