MSE O2 Sim only offers O2 claim new offers (only) for new phone number

thomasamber

O2 claim MSE Sim only offers are only available for a new phone number, ALTHOUGH I've been doing this for several years with my existing phone number.

O2 have misled me on other counts, including a 12 month contract, not available through O2.

Now, yesterday, the day after I agreed 2 new 24 month contracts, (50GB x £10 a month) I cancelled both new contracts. The Agent agreed I have the right to cancel these contracts but was fumbling, unsure that I could go back to my previous contracts. Contract call took 51 minutes. Yesterday 34 minutes.

I have raised a complaint. I have the complaint reference. Can anyone answer these issues and how the O2 complaints process works.

flaneurs_lobster

Other threads here have observed that pathways to UPGRADE an existing contract on terms similar/same as those available to new users are not available this year as they have been in the past.

Deals available through aggregators (MSE, USwitch, etc) have always been cheaper than those from O2 direct.

Not clear why you took out 2 new contracts yesterday only to cancel them today, but anyways you have that right.

What happened to your old contracts, did you cancel them? Would that not have killed your phone numbers?

What was the cost of your old contracts after the April price increase?

Not clear exactly what the nature of your complaint is.

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/6663069/mse-o2-sim-only-offers-o2-claim-new-offers-only-for-new-phone-number

You've made it sound as if you've tried to be clever and get around their restrictions and become unstuck. You'll need to clarify all of the above. @flaneurs_lobster 's questions answered would be a good start.

oldernonethewiser

Indeed clarifying your complaint would help.

As to the O2 complaints procedure, appalling in my experience.

thomasamber

In response. Now understand that what I’ve done in previous years is no longer available. That is to ‘renew’ O2 contracts via an MSE offer.
Reason I cancelled 2 contracts is that I have 2. One for me. One for Mrs.
When I cancelled new contracts I expected to revert to old contracts. I’m waiting for O2 to comply. Isn’t that my right in law.

flaneurs_lobster

OK, getting there.

If the old contracts were cancelled then that will have shut down your mobile numbers.

There's no "normal" way to resurrect those numbers.

What do you think the relationship is between your old and new contracts?

The price of the new contracts makes them look like new contract prices, so not an upgrade, so your numbers would not have transferred.

If the old contracts were not cancelled then you could just carry on as before (with the April price rise).

Which is it?

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/comment/81953879#Comment_81953879

Not the way you've gone about it no, unless you have more information than you've posted already then you've cancelled the old contracts, and if they have completely shut down then they've gone.

If they've not shut down yet though then O2 will happily stop the cancellation and yes, it will/should continue on whatever deal it was on. You won't be able to transfer the new deal to them.

It matters not, what you used to be able to do either.

JSmithy45AD

BTW, did you use a STAC to move to the "new" supplier? That's designed to cancel the old contract (and it's number) at the same time the new one is activated. It works that way to make sure you're not double charged. I'm surprised it actually went through using the same company unless you set up new accounts with different emails addresses?

silvercar

I had the same issue, that I couldn’t take out the MSE deal with my current number. Live chat involved some negotiation, the most I managed to get was £8 a month on a 24 month contract, so £1 more than the MSE deal, but a 2 yr commitment.