O2 puffl50 sim cut off by O2

Pathpink

I am in dispute with O2 over the fact they cut off my sim without warning and say they cannot reconnect it, even with a new number. I had gone to the ombudsman, but O2 will not agree to their proposal which is to reconnect.
O2 have admitted through their own dispute resolution process that an error was made, but after replying to their last email in June several times, O2 are not replying any longer.
Where do I go now to get this resolved? 

MattMattMattUK

Pathpink said:

I am in dispute with O2 over the fact they cut off my sim without warning and say they cannot reconnect it, even with a new number. I had gone to the ombudsman, but O2 will not agree to their proposal which is to reconnect.
O2 have admitted through their own dispute resolution process that an error was made, but after replying to their last email in June several times, O2 are not replying any longer.
Where do I go now to get this resolved? 

Your only real option if they are refusing to comply with the Ombudsman's decision is to send a letter before action, then take them to court. In theory it is breach of contract though I am not sure any of those have actually made it to court.

PHK

MattMattMattUK said:

Pathpink said:

I am in dispute with O2 over the fact they cut off my sim without warning and say they cannot reconnect it, even with a new number. I had gone to the ombudsman, but O2 will not agree to their proposal which is to reconnect.
O2 have admitted through their own dispute resolution process that an error was made, but after replying to their last email in June several times, O2 are not replying any longer.
Where do I go now to get this resolved? 

Your only real option if they are refusing to comply with the Ombudsman's decision is to send a letter before action, then take them to court. In theory it is breach of contract though I am not sure any of those have actually made it to court.

In cases regarding other lifetime offers, if it's not specified in the terms and conditions then on a couple of occasions courts have decided it meant life of the product. (For example, if you bought a lifetime subscription to a magazine but the magazine ends after ten years, the court wouldn't order that it start up again) But small claims court decisions don't set a precedent and as you say I  don't think an O2 Puffl has made it to court as most/all were converted to unlimited calls and text plus 500Mb data per month

I think it would also depend on why it was cutoff. For example, if it hadn't been used for years then under Ofcom rules O2 would have to recycle the number so a case would almost certainly fail. 

Pathpink

O2 have admitted that a system error disconnected the sim and that they cannot put things back as they were, even with a new number, yet other Puffl50 users on the O2 Community board are getting a credit each year to cover the year's fees on the new tariff. Who do I send a letter before action to? 

nottsphil

Pathpink said:

O2 have admitted that a system error disconnected the sim and that they cannot put things back as they were, even with a new number, yet other Puffl50 users on the O2 Community board are getting a credit each year to cover the year's fees on the new tariff. Who do I send a letter before action to? 

The legal department of O2. A letter of action gives them a chance to rectify the matter before any litigation.

saajan_12

Pathpink said:

O2 have admitted that a system error disconnected the sim and that they cannot put things back as they were, even with a new number, yet other Puffl50 users on the O2 Community board are getting a credit each year to cover the year's fees on the new tariff. Who do I send a letter before action to? 

IF you're happy with a new number, what actually is the issue - they won't honour an old rate which is no longer available? If so can you ask for an alternative resolution, eg put on whatever currently available rate and give you an account credit for the difference?