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  • FIRST POST
    • thunder65
    • By thunder65 5th Feb 18, 11:39 AM
    • 28Posts
    • 1Thanks
    thunder65
    o2 Sim only deal scam - customers beware.
    • #1
    • 5th Feb 18, 11:39 AM
    o2 Sim only deal scam - customers beware. 5th Feb 18 at 11:39 AM
    I've been an o2 PAYG customer for a number of years, expensive but I don't use my mobile to make many calls. Have had over the last few months several promo texts from o2 the last being on 27 Jan 2018 offering me a SIM pay monthly deal - unlimited texts, 500 call minutes and 500MB of data for 6 per month so long as I take up the offer before the end of January,

    Although there are better deals, out of loyalty and the fact I wanted to keep my existing number without any hassle I phoned the number given by o2 on the 29 Jan and said I would like to accept their offer and the SIM card arrived in the post next day. Took five days and a lot of hassle to get my old number transferred across but after this I received an email saying my first monthly payment of 11.82 was ready to view online. Puzzled I went on to find the plan had been set up for just 250 call minutes and 250 MB data for 10.50 a month. Thought this was probably a genuine mistake but phoning o2 yesterday the first person I spoke to tried to fob me off and denied knowing about any such offer. Spoke to customer services and they said the best they could do would be to reduce the plan to 8 a month. No apologies given. To say I was furious was an understatement and I asked for the whole lot to be cancelled.

    Phoned the o2 complaints number today and lady I spoke to confirmed that everything had been cancelled and I could put my PAYG SIM back in the phone, didn't know whether or not I had lost my number as a result. She agreed wholeheartedly that o2 had acted in a dishonest and underhanded way. So that's several long term customers o2 will now lose as a result.

    This is a warning to any other Forumites to check what you are paying if you have taken up any recent offers with o2 - they cannot be trusted to deliver what they promise.
    Last edited by thunder65; 06-02-2018 at 2:42 PM. Reason: to insert a crucial omission - cost of the proposed offer.
Page 1
    • Gary_Dexter
    • By Gary_Dexter 5th Feb 18, 12:04 PM
    • 1,281 Posts
    • 732 Thanks
    Gary_Dexter
    • #2
    • 5th Feb 18, 12:04 PM
    • #2
    • 5th Feb 18, 12:04 PM
    I think this is just a one-off error.

    But why would you not just port your number elsewhere for a better deal?
    • cookie365
    • By cookie365 5th Feb 18, 12:46 PM
    • 1,778 Posts
    • 1,176 Thanks
    cookie365
    • #3
    • 5th Feb 18, 12:46 PM
    • #3
    • 5th Feb 18, 12:46 PM
    Even the deal you thought you were signing up for is terrible.


    If you really must stay on the O2 network then giffgaff do 3GB data, unlimited texts and 500 minutes for 10. And there are far better deals than that on other non-O2 networks.
    • thunder65
    • By thunder65 5th Feb 18, 3:59 PM
    • 28 Posts
    • 1 Thanks
    thunder65
    • #4
    • 5th Feb 18, 3:59 PM
    • #4
    • 5th Feb 18, 3:59 PM
    As a Plusnet broadband customer I can get unlimited texts and phone calls plus 1.5GB data for 6 per month. As I said, the only reason i wanted to stay with o2 was out of loyalty (now well gone) and to avoid the hassle of moving my number across and paying to have my phone unlocked. It will be worth the hassle now and o2 will not only lose my custom but that of several friends and family as well. Well done o2.
    • thunder65
    • By thunder65 5th Feb 18, 4:07 PM
    • 28 Posts
    • 1 Thanks
    thunder65
    • #5
    • 5th Feb 18, 4:07 PM
    Error, I doubt it
    • #5
    • 5th Feb 18, 4:07 PM
    Having spoken to several people at o2 they have had every opportunity to put matters right but they haven't so I don't believe it was an error, purely a scam to get your bank details so they can charge what they want, It's complete dishonesty as admitted by their complaints department. Can't see why it would be a one off. They may have caught others out the same way.
    • zx81
    • By zx81 5th Feb 18, 4:14 PM
    • 17,216 Posts
    • 18,295 Thanks
    zx81
    • #6
    • 5th Feb 18, 4:14 PM
    • #6
    • 5th Feb 18, 4:14 PM
    Definitely a straighforward error.

    Never suspect conspiracy when incompetence explains the issue much more easily.
    • mobilejunkie
    • By mobilejunkie 5th Feb 18, 5:13 PM
    • 7,749 Posts
    • 2,510 Thanks
    mobilejunkie
    • #7
    • 5th Feb 18, 5:13 PM
    • #7
    • 5th Feb 18, 5:13 PM
    It's complete dishonesty as admitted by their complaints department.
    Originally posted by thunder65
    I find that statement as incredulous as anything any network would say to me.
    • Colin_Maybe
    • By Colin_Maybe 5th Feb 18, 5:20 PM
    • 2,212 Posts
    • 1,023 Thanks
    Colin_Maybe
    • #8
    • 5th Feb 18, 5:20 PM
    • #8
    • 5th Feb 18, 5:20 PM
    She agreed wholeheartedly that o2 had acted in a dishonest and underhanded way.
    Originally posted by thunder65
    It's complete dishonesty as admitted by their complaints department.
    Originally posted by thunder65
    There is no way anyone at O2 would say that to a customer.
    • thunder65
    • By thunder65 6th Feb 18, 8:21 AM
    • 28 Posts
    • 1 Thanks
    thunder65
    • #9
    • 6th Feb 18, 8:21 AM
    • #9
    • 6th Feb 18, 8:21 AM
    I was pretty amazed myself but they are supposed to record all phone calls so it shouldn't be disputed and I can assure everyone that this was said in agreement to what I had pointed out. Basically you can't defend the indefensible. I was more surprised that not one person I spoke to even attempted to rectify the situation and possibly keep me as a customer. Only too glad to cancel the agreement so today I will take my business elsewhere.
    • mobilejunkie
    • By mobilejunkie 6th Feb 18, 9:35 AM
    • 7,749 Posts
    • 2,510 Thanks
    mobilejunkie
    Shouldn't it? Not having heard any recording I stay with my post and add that people hear what they want to hear and (for example) silence while you're speaking doesn't equal agreement and certainly not an "admission". Many customer agents would sound sympathetic and avoid arguing in an attempt to placate and resolve whilst avoiding further confrontation. Any agent being recorded actually saying what you implied should be more fearful of a company reprimand than an irate customer.
    • redux
    • By redux 6th Feb 18, 11:00 AM
    • 18,208 Posts
    • 24,083 Thanks
    redux
    The original post in this thread doesn't actually mention the proposed price, that's how accurate is the reporting of what O2 did or said.

    At the moment the website has 500 MB, 500 minutes, unlimited texts on offer for 11, reduced from 13, and the 250, 250, unlimited for 10.50.

    So there is 50p difference at the moment, though the OP was offered the smaller for 8.

    Porting number from an O2 SIM to another O2 SIM (contract to a PAYG I already had here) took about 10 minutes on the occasion I did it.

    I can't work out what this is about, the wrong price or the wrong bundle, but surely either could have been fixed fairly easily within one phone call.
    • gardner1
    • By gardner1 6th Feb 18, 11:04 AM
    • 2,477 Posts
    • 3,743 Thanks
    gardner1
    I've been an o2 PAYG customer for a number of years, expensive but I don't use my mobile to make many calls. Have had over the last few months several promo texts from o2 the last being on 27 Jan 2018 offering me a SIM pay monthly deal - unlimited texts, 500 call minutes and 500MB of data so long as I take up the offer before the end of January,

    Although there are better deals, out of loyalty and the fact I wanted to keep my existing number without any hassle I phoned the number given by o2 on the 29 Jan and said I would like to accept their offer and the SIM card arrived in the post next day. Took five days and a lot of hassle to get my old number transferred across but after this I received an email saying my first monthly payment of 11.82 was ready to view online. Puzzled I went on to find the plan had been set up for just 250 call minutes and 250 MB data for 10.50 a month. Thought this was probably a genuine mistake but phoning o2 yesterday the first person I spoke to tried to fob me off and denied knowing about any such offer. Spoke to customer services and they said the best they could do would be to reduce the plan to 8 a month. No apologies given. To say I was furious was an understatement and I asked for the whole lot to be cancelled.

    Phoned the o2 complaints number today and lady I spoke to confirmed that everything had been cancelled and I could put my PAYG SIM back in the phone, didn't know whether or not I had lost my number as a result. She agreed wholeheartedly that o2 had acted in a dishonest and underhanded way. So that's several long term customers o2 will now lose as a result.

    This is a warning to any other Forumites to check what you are paying if you have taken up any recent offers with o2 - they cannot be trusted to deliver what they promise.
    Originally posted by thunder65
    So you don't use mobile very often but sign up for a monthly plan........rather than pay 3p a minute on O2 classic....strange
    • Colin_Maybe
    • By Colin_Maybe 6th Feb 18, 11:48 AM
    • 2,212 Posts
    • 1,023 Thanks
    Colin_Maybe
    I always love the threads where someone had a bad experience (for whatever reason) with a company and come out with the immortal line "I'm going to get all my friends and relatives to leave you too".


    I'll thcream and thcream until I'm thick. I can!
    • pmduk
    • By pmduk 6th Feb 18, 12:30 PM
    • 8,498 Posts
    • 6,270 Thanks
    pmduk
    A customer who rarely uses o2 threatens to leave o2 and they're expected to care? My sympathy's with the complaints-handler, I wish we could hear that side of the story.
    • pmduk
    • By pmduk 6th Feb 18, 12:45 PM
    • 8,498 Posts
    • 6,270 Thanks
    pmduk
    ...rather than pay 3p a minute on O2 classic....strange
    Originally posted by gardner1
    To be fair, that is a fairly recent reduction in price.
    • gardner1
    • By gardner1 6th Feb 18, 1:41 PM
    • 2,477 Posts
    • 3,743 Thanks
    gardner1
    To be fair, that is a fairly recent reduction in price.
    Originally posted by pmduk
    Even 5p was cheap if you don't use it very much and the op only changed end of Jan/Feb so would have been aware of 3p
    • thunder65
    • By thunder65 6th Feb 18, 9:56 PM
    • 28 Posts
    • 1 Thanks
    thunder65
    Thanks to everyone who has joined in this discussion. My apologies, as pointed out by "redux", I did make an important omission in my original thread the offer I received by text on more than one occasion was for 500mb data, 500 call minutes for "6 per month" (I have now gone back and inserted this). I still have these texts saved on my phone. The actual contract that has now been sent to me is for 250mb data, 250 call minutes for 10.50 a month. o2 refuse to accept this was an error and would only come down to 8 per month.

    To "pmduk" as pointed out I have been an o2 customer for several years, not that it should matter as every potential customer should be of value to a company. I didn't threaten to leave them merely wanted the erroneous contract to be cancelled and my PAYG sim restored. As for feeling sorry for the complaints handler - why? I was neither nasty or unpleasant as far as I am aware. I merely wanted to put the complaint on record and she was apologetic and did agree that o2 had acted in an underhanded and seemingly dishonest way in this instance.

    To "Colin_Maybe" sorry but you are misquoting me I never said "I will get all my friends and relatives to leave you". I sincerely would not want anybody who is happy with their service provider to leave but as a result of my experience I know several people who will now be looking elsewhere when their contracts expire.

    Finally "gardener1" don't know what o2 classic is and 3p or even 5p a minute sounds wonderful. Have I been missing something here? On PAYG a monthly top up of 10 would soon be swallowed up with just a handful of quick phone calls. Someone told me that a 10 top up was roughly equivalent to 23 minutes call time. This is why o2's monthly offer of 6 appealed to me.
    • gardner1
    • By gardner1 6th Feb 18, 10:37 PM
    • 2,477 Posts
    • 3,743 Thanks
    gardner1
    Thanks to everyone who has joined in this discussion. My apologies, as pointed out by "redux", I did make an important omission in my original thread the offer I received by text on more than one occasion was for 500mb data, 500 call minutes for "6 per month" (I have now gone back and inserted this). I still have these texts saved on my phone. The actual contract that has now been sent to me is for 250mb data, 250 call minutes for 10.50 a month. o2 refuse to accept this was an error and would only come down to 8 per month.

    To "pmduk" as pointed out I have been an o2 customer for several years, not that it should matter as every potential customer should be of value to a company. I didn't threaten to leave them merely wanted the erroneous contract to be cancelled and my PAYG sim restored. As for feeling sorry for the complaints handler - why? I was neither nasty or unpleasant as far as I am aware. I merely wanted to put the complaint on record and she was apologetic and did agree that o2 had acted in an underhanded and seemingly dishonest way in this instance.

    To "Colin_Maybe" sorry but you are misquoting me I never said "I will get all my friends and relatives to leave you". I sincerely would not want anybody who is happy with their service provider to leave but as a result of my experience I know several people who will now be looking elsewhere when their contracts expire.

    Finally "gardener1" don't know what o2 classic is and 3p or even 5p a minute sounds wonderful. Have I been missing something here? On PAYG a monthly top up of 10 would soon be swallowed up with just a handful of quick phone calls. Someone told me that a 10 top up was roughly equivalent to 23 minutes call time. This is why o2's monthly offer of 6 appealed to me.
    Originally posted by thunder65
    payg classic is available to change from any payg tariff......might have a lot cheaper
    • Colin_Maybe
    • By Colin_Maybe 7th Feb 18, 9:37 AM
    • 2,212 Posts
    • 1,023 Thanks
    Colin_Maybe
    To "Colin_Maybe" sorry but you are misquoting me I never said "I will get all my friends and relatives to leave you". I sincerely would not want anybody who is happy with their service provider to leave but as a result of my experience I know several people who will now be looking elsewhere when their contracts expire.
    Originally posted by thunder65
    I must have misread what you said then, yes? (3 times now apparently)


    So that's several long term customers o2 will now lose as a result.
    Originally posted by thunder65
    o2 will not only lose my custom but that of several friends and family as well.
    Originally posted by thunder65
    • pmduk
    • By pmduk 7th Feb 18, 9:46 AM
    • 8,498 Posts
    • 6,270 Thanks
    pmduk
    Someone told me that a 10 top up was roughly equivalent to 23 minutes call time. This is why o2's monthly offer of 6 appealed to me.
    Originally posted by thunder65
    Whoever that someone was, was talking out of their proverbial. It pays to do your own research.
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